Every call becomes data you can act on.
Why customers call, how each call ended, which transfers were avoidable, what to fix first and what every minute is worth, with the real calls one click behind every number.
Shown with a retail example and illustrative data. Teleperson for Retail
Key takeaways
- Call Analysis is the part of the Teleperson platform that turns every customer call into data: the reason for the call, how it ended, the customer's sentiment and the root cause of any transfer.
- Use cases group calls by why customers called and show every avoidable transfer to a person, with the words in the transcript that prove it.
- Issues rolls thousands of calls into a ranked fix list: capability gaps, tools that failed or were never used, and promises that weren't kept.
- Value prices every minute the AI handled against the same minute on a human line, by use case.
- Every number opens the calls behind it, so a chart is never the end of the conversation.
What it answers
The questions a dashboard of averages can’t.
Why did this call reach a person?
Each transfer gets a root cause, and the avoidable ones are named: the agent lacked a capability, a tool failed, or the customer simply asked.
What should we fix first?
Issues ranks the gaps by how many calls they touch, so the next fix is the one that removes the most transfers.
How did customers feel?
Sentiment is read turn by turn, so you see who arrived upset, who left calmed, and the moment that changed it.
Six views
From one call to thousands, and back.
Six views in the Teleperson platform, each one opening the real calls behind its numbers.
For any period: calls, the share the AI handled end to end, agent minutes saved, and customers who arrived upset against those who left calmed. Every number opens the calls behind it.
Calls grouped by why customers called, how often each reached a person, and every avoidable transfer with the words that show it. Multi-topic calls show where half-answers hide.
Each call's transcript with the customer's sentiment shaded turn by turn, a summary, the root cause of any transfer, the promises made and every system the agent checked.
Thousands of calls rolled up into a ranked fix list: capability gaps behind transfers, tools that failed or were never used, and promises that weren't kept.
Minutes handled by AI, what the same minutes would cost on a human line, and the margin on each one, by use case.
A manager worklist of calls to check, and saved moments worth sharing with training, product and operations.
FAQ
Call Analysis FAQ
See it with your own calls.
We’ll walk you through Call Analysis with sample calls, then connect your own contact center.