In addition to the English sentiment pack, IV is pleased to announce the GA release of the following languages:
– Spanish
– French
– German
– Mandarin
– Dutch
– Arabic
– Norwegian
Identifying the cause of customer behaviour across multiple regions is challenging. Having access to voice analytics that supports the languages in use across all your regions is the key to unlocking a unified voice of the customer.
IV Sentiment (part of the LexiQal suite) provides more than just a single score for a file of positive and negative sentiment: It not only looks down to an utterance level, it tracks the sentiment changes over an entire conversation by person, topic, theme and trend to produce a score which aligns closely to the change of the sentiment over a call. This granularity of analysis is vital in identifying interactions that need improvement, the drivers behind those needs, be that customer experience, agent performance or assessing the mood of a meeting.
IV Sentiment supports a wide variety of other languages in beta.