Call Intelligence Terms
5 terms in the call intelligence category of the call tracking glossary.
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Call Recording
Call recording is the capture and storage of inbound or outbound phone conversations so they can be reviewed later for quality, training, attribution, or compliance.
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Call Transcription
Call transcription is the automatic conversion of a recorded phone conversation into searchable text using speech recognition.
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Conversation Intelligence
Conversation intelligence is the use of AI to analyze recorded and transcribed calls at scale (spotting keywords, topics, outcomes, and sentiment) to surface insight no one could gather by hand.
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Lead Scoring
Lead scoring is the ranking of leads by how likely they are to convert, applied to calls by judging factors like duration, keywords spoken, and whether an appointment was booked.
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Sentiment Analysis
Sentiment analysis is the automatic assessment of a caller's emotional tone (positive, neutral, or negative) from the words and delivery in a recorded call.
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