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Introducing Dual Channel Recording

Twilio Dual Channel Recording

You don’t need to spend hours analyzing call recordings to figure out who said what. Those days are over. Today, we are excited to announce Dual-Channel Recording. With a simple TwiML command, you can get a recording of your call with two distinct channels, one per party. Now you can find out who said what, with one line of code.

Learn more about Dual-Channel Recording right here

The Conversations with Your Customers Are an Invaluable Mine of Information

It’s easy to sense the level of customers frustration or delight from what they say verbally. For example, voice conversations with your customers can provide subtle sentiment nuances about your products. Or repeated requests and inquiries can signal emerging trends and their most pressing needs. Gauging the same subtlety from their online transactions is much more difficult as the human connection is missing. Yet, in the average call center, less than 10% of recorded calls are retrieved or analyzed.

Businesses miss out on valuable data because mining call recordings for data can be expensive and time consuming — if you don’t have the right tools. Context is key when it comes to analyzing calls. Without the knowledge of who said what, typical programmatic call analysis isn’t worth much. Companies commonly listen back to conversations and manually analyze the customer’s feedback and sentiment. That plan can quickly become unfeasible when you scale. When your call volume grows, you need an easier way to pick out the two parties on a call.

You won’t have to sit down and manually parse the customer’s voice from the agent’s anymore. Using Dual-Channel recording, transcription and keyword analysis is simple with each party’s audio separated into its own track. You can now extract the data you need programmatically, using one TwiML command.

Here are a few ways you can use Dual-Channel Recordings to save yourself time, and add value to your business.

  • Product Manager – Build Dashboards to surface commonly recurring product requests, and customer complaints.
  • Online Directory Owner – Analyze what listing professionals said about your pricing to their customers. This will help you forecast the volume you can deliver.
  • Call Center Manager – Add transcriptions of past calls to your agents’ interface. This will give them context they can use to avoid asking the customer questions they’ve already been asked.

The Power of Call Recording

CallRevu, for example, uses call recordings to train car dealership sales reps and monitor their performance in real time.

“Our business is all about helping our dealerships understand their engagement with their customers. With dual-channel recording we will be able to efficiently extract insights from their call recordings and give tailored guidance to dealership reps to optimize sales opportunities.” – Mike Markette, Partner and COO of CallRevu

CalRevu aggregates thousands of calls quarterly in the automotive sector and extracts keywords and trends from such massive volume of info. CallRevu’s customers convert their leads faster using this data.

Voice conversations are chock full of insights you can use to deliver a better customer experience. We’re excited that you can now grab those insights, and make the most of them easily with Dual-Channel recording. Apply here.

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