Configure integration with Speech Analytics categories

Benefits

When Customer Feedback is integrated with Speech Analytics and you require Speech Analytics categories to be used by Customer Feedback reports, you can view speech categories on the Response by Question report for survey results which have verbatim recordings of closing comments. The speech categories can provide a quick snapshot of the sentiments expressed by your customers.

You can also configure Customer Feedback with Speech Analytics without categories by using the Customer Feedback to Recorder Integration, which is the preferred method. The Customer Feedback integration described here should only be used if you absolutely require the category feedback capability.

Process

Professional Services can be engaged to configure the Generic adapter to extract verbatim recordings into Speech Analytics.