gPlex Voice Analytics

Improve your Customer Experience using gPlex Voice Analytics

Voice Analytics transcribes every call

Voice Analytics listens to 100% of call recordings to gather customer information that improves communications and interactions. This process uses a mix of semantics, phonetic expertise, and machine learning, Natural Language Processing (NLP) and statistical modelling to analyze huge amounts of ‘unstructured’ call data — ultimately uncovering opportunities for improvement. Voice Analytics drives continuous improvement in the contact center.

gPlex Voice Analytics technology transcribes every call and detects keywords, tone and sentiment across your conversations, so you don’t have to listen to every single call. Example: Customer was “angry” and “frustrated” on this call, mentioning the word “cancel” and “terminate”.

gPlex Voice Analytics

Can help reduce operating costs

Improved Understanding of Consumer Requirements and Preferences

Importance of Voice Analytics:


gPlex Voice Analytics technology transcribes every call and detects keywords, tone and sentiment across your conversations, so you don’t have to listen to every single call. Example: Customer was “angry” and “frustrated” on this call, mentioning the word “cancel” and “terminate”.

  • Improved Understanding of Consumer Requirements and Preferences.
  • Better Customer Experience.
  • Enhanced Sales Conversion Rates.
  • Improved Sales Coaching and Training.
  • Competitive Edge.
  • Set benchmarks for your playbook.
  • Monitor compliance and quality assurance.
  • Can help you reduce the operating costs.
  • Optimize the sales process.
  • It helps boost CSAT scores.