How MaxContact makes customer engagement easier
Al the features you need for smarter customer engagement
How MaxContact can help you get ahead in your sector
Achieve goals and targets, whatever your team’s priorities
Find out how MaxContact helps businesses like yours.
We keep you in control across your whole contact centre ecosystem.
Find out how MaxContact helps businesses like yours.
Find out about our platform and how it benefits our clients
How MaxContact can help you get ahead in your sector
A community for leaders to connect and share knowledge to achieve contact centre excellence.
Benchmark your contact centre performance against key KPIs, based on data from 500 contact centre leaders.
Request a Call
Would you like a quick call to discover if MaxContact can benefit your business or do you have a question for our contact centre experts?
Simply fill in your details below and our team will be in touch for a quick call.
Book a demo
For a bespoke demo of MaxContact’s platform and how it can help you reach the right customer, at the right time.
Simply, fill in your details below and our team will be in touch.
Sentiment Analysis
Decode the emotions behind every customer interaction.
Sentiment Analysis for Contact Centres
Struggling to gauge the effectiveness of your customer interactions in your call centre? MaxContact’s sentiment analysis tool, powered by our Spokn AI speech analytics software, provides invaluable insights into agent performance and customer sentiment.
Our sentiment analysis feature takes the temperature of an interaction by analysing the tone, language, and keywords used in customer conversations.
This enables Call Centre Managers and Sales Team Leaders to spot calls needing quality assessment without the time draining task of listening through hundreds of calls. Spotting potential issues early means you can optimise training, coaching and processes to deliver exceptional call outcomes.
How Does Customer Sentiment Analysis Work?
Our sentiment analysis feature uses advanced AI algorithms to decode the nuances of customer conversations. Our speech-to-text technology converts spoken words into text, allowing AI to analyse the content and identify sentiment indicators.
Powerful benefits of AI-led sentiment analysis
Post Call Analysis
AI continuously analyses customer conversations and captures sentiment indicators like tone, language and keywords.
Visualise Sentiment Insights
Call Centre Managers can monitor customer sentiment trends through dashboards and reports, while agents see the overall sentiment of previous customer interactions within the Contact Hub.
Make Data-driven Decisions
Make data-driven decisions based on sentiment analysis insights to improve agent training, optimise customer satisfaction and boost call success.
Why you should work with us
Simple to get started
Whether it’s licensing, pricing or set-up, we make it easy.
Seamlessly Connected
Integrated with our existing contact centre platform for easy onboarding, better adoption and simplified reporting.
Unlimited Data Storage
As part of our promise to you, storage will always be included in your monthly cost with no hidden fees.
As a business, we are very committed to AI and the value it brings. We've found a lot of use in Spokn AI, the speech transcription and summarisation feature has been a massive help.
Karl Burke, Contact Centre Manager
See Spokn AI in action
Ready for a customised demo for you and your organisation? Get in touch.
Book a demo
For a bespoke demo of MaxContact’s platform and how it can help you reach the right customer, at the right time.
Simply, fill in your details below and our team will be in touch.
Have more actionable insights to support team delivery and get a richer understanding of customers.
Post call sentiment analysis
Accurately pinpoint customer emotions to respond with empathy and effectiveness. This helps build trust, resolve issues efficiently and improve customer satisfaction.
Agent performance analytics
Identify specific areas for growth in agent performance, such as handling difficult customers, closing deals effectively, or building rapport. Deliver targeted training to enhance their skills and drive better outcomes.
Customer satisfaction measurement
Track changes in customer sentiment over time to identify trends, such as increasing dissatisfaction with a particular product or service. Address the root causes of these issues proactively to prevent further escalation.
Integrates with other contact centre software features
Combine sentiment analysis with call recording, transcription and quality assurance for an in depth analysis. For example, listen to calls with low sentiment scores to identify specific areas where agents could improve their communication or problem-solving skills.
Experience Spokn AI Sentiment Analysis
With logs of all calls and comparisons against other agents, use data to inform your training plans.
See trends emerging as they happen; so you can react quickly and be on the pulse of your customers' needs, driving efficiencies and revenue.
Understand the key topics driving traffic in your contact centre. Allowing you to identify trends and adapt to customers' changing needs.
Easily understand which calls deserve your attention by quickly reading the call summarisation with high-level sentiment analysis.
Download our speech analytics brochure
Discover how speech analytics can work for your business.
Download our Speech Analytics brochure
To find out how you can use speech analytics in your business. Fill in your details below and we’ll email you a copy of our brochure right away.
