Computer screen showing Dialpad's contact centre sentiment analysis feature

Contact centre sentiment analysis

Whether your team is in sales or support, having a contact centre sentiment analysis feature in your platform is essential for helping managers and supervisors monitor active calls more easily (and jump in when needed). See how it works by booking a product tour!


What is contact centre or call centre sentiment analysis?

Contact centre sentiment analysis is essentially a feature that analyses conversations for words that suggest positive or negative sentiment in order to give supervisors a snapshot of how calls with customers or prospects are going—in real-time.

Often, this feature is powered by AI (as is the case with Dialpad, which has built its own proprietary artificial intelligence called Dialpad Ai, and you should be able to see it on a dashboard that displays sentiment across all live calls.

This allows sales and support team managers know exactly where their attention is needed in just a few seconds.

Screenshot of Dialpad Ai analysing the sentiment of multiple calls in real time

Features designed to make supervisors' and agents' lives easier

Manual call monitoring and running through QA checklists can be time-consuming and tedious, so how can supervisors and managers support agents more effectively? Dialpad's contact centre product comes with other features to help you do exactly that.

Screenshot of Dialpad's real time assist card feature popping up helpful notes for an agent or rep when a tricky question comes up on a call.

Real-time Assists

Dialpad Ai is the backbone of another useful feature that helps supervisors train and coach agents—at scale. Getting tricky questions from customers? Create Real-time Assist (RTA) cards with notes about those topics, and set them to trigger automatically when those keywords or phrases are spoken.

Screenshot of Dialpad Ai transcribing a phone call in real time.

Live transcripts

Did you know that Dialpad Ai can transcribe calls in real time too? This way, if a supervisor sees a call with negative sentiment, they can open up the transcript (which gets updated live as the conversation is happening) to get more context before deciding whether or not they need to jump in.

Screenshot of Dialpad's voicemail drop feature, which lets sales reps drop in a pre-recorded message when they hit prospects' voicemails.

Voicemail drop

Calling all high-volume outreach sales teams: Dialpad's voicemail drop feature lets you drop a pre-recorded message into a call when you hit a prospect's inbox to help you save a ton of time—especially if you're making hundreds of calls a day.

Screenshot of Dialpad's Playvox WFM integration

Advanced WFM capabilities

Need more robust workforce management features like forecasting and scheduling? Dialpad's Playvox integration gives you that, pulling in data automatically to help you run your contact centre at maximum efficiency, always.

See sentiment analysis in action

Want to see how it works? Book a demo to see how Dialpad's contact centre sentiment analysis feature can help make your supervisors' lives easier. Or, take a self-guided interactive tour of the app on your own first!

👉 Fun fact:

Dialpad Ai can transcribe calls in real time, even more accurately than almost all leading competitors.

FAQs about contact or call centre sentiment analysis

Who can access contact centre sentiment analysis?

How is the sentiment of a call determined?

Where can a supervisor see active calls that might need assistance?

Can I turn off sentiment analysis?