Consolidation of all call center data from sources such as the automatic call distributor, a CRM system, quality monitoring forms and workforce management systems can add up to provide a 360-degree view of your customer experience.

Analyzing speech for words, voice patterns and speech inflection of customers (and, in some cases, of agents)can enable segregation of contacts based on specific keywords and verbal cues. Using inbuilt sentiment parsers on Plumb5, the call center manager can determine the attitude, decision or concerns of their customers.