VoiceSensor from VoiceSense, Ltd., is a real-time, automatic voice analysis system that detects customer dissatisfaction within call center calls, by identification of highly emotional atmosphere within the calls. The system provides online alerts to supervisors and agents of the detected calls. Lists of the dissatisfied customers are sent to the retention or churn prevention departments. Selective audio recordings (only the detected calls) are stored for offline analysis and training. Managerial reports of overall customer dissatisfaction changes over time are provided as well.

VoiceSensor Focuses Attention on Dissatisfied Customers

VoiceSensor addresses the organization's need for online and offline means to focus its attention on the dissatisfied customers, who are at high risk of leaving the organization (churn). No other existing tool provides real-time monitoring of customer dissatisfaction, although it is one of the most important parameters for customer relationship management.