Understand customer emotions with sentiment analysis
Delivering exceptional customer experiences starts with understanding how your customers feel. QContact’s Sentiment Analysis tool provides real-time insights into the emotional tone of every interaction, empowering your team to respond effectively and improve outcomes.
Real-time emotional insights
Monitor the emotional tone of interactions as they happen. QContact flags potential issues instantly, allowing agents and supervisors to intervene before problems escalate.
Omnichannel sentiment analysis
QContact analyses sentiment across every communication channel, ensuring consistent and high-quality support.
Automated scoring and reporting
Get a clear overview of customer satisfaction with sentiment scores assigned to every conversation. Use detailed reports to identify trends and areas for improvement.
Supervisor support tools
With live dashboards and notifications, supervisors can monitor sentiment across teams, jump into calls when needed, or coach agents in real time to ensure successful resolutions.
Turn every interaction into insight
QContact’s Sentiment Analysis uses advanced AI to assess the emotional tone of customer conversations across all channels—voice, chat, email, and more. By identifying whether interactions are positive, neutral, or negative, your agents gain the context they need to resolve issues and deliver empathetic service.
Boost agent performance with AI-driven feedback
Sentiment Analysis doesn’t just improve customer outcomes; it also helps your team grow. By identifying difficult interactions, QContact enables agents to review their performance and learn how to handle challenging situations more effectively.
Enhance customer satisfaction with proactive support
By understanding customer sentiment, your business can respond proactively to dissatisfaction, preventing issues before they escalate. This leads to higher first-contact resolution rates, improved CSAT scores, and stronger customer loyalty.
Actionable insights for better decisions
Sentiment trends provide your leadership team with powerful insights into customer behaviour. Whether refining your processes or training your team, QContact’s tools make it easy to make data-driven decisions that improve the overall customer journey.
