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For one, its AI that enables voice analytics technology to decode, analyze, and interpret voice data from customer interactions, enabling a deeper understanding of customer needs, behaviors, and emotions. It also supports quality assurance by enabling managers to review voice calls and maintain high customer service standards.
However, as sentiment analysis tools have become more advanced, and contactcenters themselves have evolved, today sentiment analysis is used to analyze interactions across various channelsas well as to better understand agent sentiment giving businesses insights into both sides of their human interactions at scale.
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