Contact centers score every call against a rubric. Changing what gets scored in the call is a project: new rubric, new pipeline, new evaluations, days if not weeks before the first answer. And the transcript this all runs on is only the words. Not the pause, not the sigh, not the two people talking over each other. It misses the reasons a call went wrong. That information is in the audio, sitting in call recordings or actively getting ignored on real time calls. Until now, there has been no way to extract this information in a form you can act on.
