CyTrack Intelligence Systems

NEW: Sentiment Profiles, a new type of sentiment analysis.

The arc of a conversation tells you way more than a percentage score.
Last week, we looked at an overview of CyRecord, and one of its nine key features is the ability to transcribe and analyse 100% of your calls.

For the sentiment analysis component, our software provides a percentage sentiment score for both the caller and the agent. But at Cytrack, we learned that two conversations can share an almost identical score while being dramatically different.

Consider two scenarios: In the first, a caller starts happy and ends the call unhappy. In the second, a caller starts unhappy and ends the call happy. Traditional sentiment analysis might score these two calls almost the same. They are clearly different.

Introducing sentiment profiles…
Essentially, a sentiment profile is the arc, or shape, of sentiment across the whole conversation, for both the caller and the agent. How it started, what happened in the middle, and how it ended. You see how the customer felt and how the agent responded.

And because every call carries a sentiment profile, you can break the picture down by agent, by queue, by team, or by time of day.

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NEW: Sentiment Profiles (a new type of sentiment analysis) - Cytrack Customer Experience Technology The arc of a conversation tells you way more than a percentage score. Last week, we looked at an overview […]