Conversation Analyzer in Salesforce

If you are using Vonage's Advanced Statistics and Reports package in Salesforce and you have Conversation Analyzer enabled and configured for your account, you can use Conversation Analyzer in Salesforce.

Conversation Analyzer adds the following features to Vonage Call Summary records in your Salesforce org:

• Voice visualization
• Event timeline
• Transcript of the recording
• Categorization of the contents of the recording
• Transcript confidence score (High/Medium/Low)
• Sentiment summary and scores, if sentiment analysis is enabled for your account

Using Conversation Analyzer with the Advanced Statisitcs and Reporting package requires some configuration. For information, see Configuring Conversation Analyzer in Salesforce. When configured, you can see Conversation Analyzer and related information in Vonage Call Summary records. For information, see Analyzing a call recording in Conversation Analyzer in Salesforce.