How Can Sentiment Analysis Improve Call Management?

• How in depth can you analyse call quality?
• Are you striving to manage compliance better?
• What percentage of calls can your leadership team accurately evaluate, measure the performance of and listen to?
• What if you were able to measure and evaluate every single call?

Integrated call systems, commonly known as Unified Communications (UC) work to improve the way employees collaborate with each other, meet customer service expectations and manage call performance.  Call recording is one way to understand the kind of service your customers are receiving but going through these to find a specific issue can be incredibly time consuming and frustrating.

That’s because communication isn’t just about exchanging words, it’s about understanding emotions. 

Sentiment Analysis enables a business to gauge emotional tone in conversations and manage it better. By integrating sentiment analysis into UC platforms, companies can revolutionise the way they interact with customers, employees, and key stakeholders.

What is Sentiment Analysis?

Sentiment Analysis identifies and classifies emotions expressed in text, speech, or video. It helps determine whether a statement is positive, negative, or neutral. 

Advanced AI-powered sentiment analysis can even detect emotions such as joy, frustration, anger, or sarcasm.

How Sentiment Analysis can enhance Unified Communications?

1. Improving Customer Service & Contact Centres

Customer service teams rely on UC platforms to handle live chats, emails, and voice calls. Sentiment analysis can:

• Detect any frustration in real-time – AI-powered sentiment tracking can identify when a customer is getting frustrated and prompt agents to change their approach.
• Automate Escalations – If sentiment scores drop significantly, the system can escalate the issue to a member of the team.

2. Enhancing Employee Communication & Collaboration

Within an organisation, sentiment analysis helps improve internal communication by:

• Monitoring Employee Sentiment – Analysing emails, chat messages, and meeting transcripts to assess morale and job satisfaction.
• Reducing Workplace Conflict – Identifying and mitigating toxic or negative communication before it escalates.

3. Strengthening Compliance & Risk Management

Sentiment analysis can play a critical role in ensuring compliance and mitigating risks within an organisation.

• Detects Regulatory Violations – AI-driven sentiment tracking can flag conversations that indicate potential violations of industry regulations or company policies.
• Prevents Any Internal Issues – Monitoring internal communication for negative sentiment patterns can help detect potential security risks or data leaks.
• Ensuring Ethical Conduct – Sentiment analysis can help HR and compliance teams identify inappropriate behaviour, discrimination, or harassment in workplace communications.
• Automated Auditing & Reporting – AI-powered tools can generate compliance reports based on sentiment trends, helping organisations stay audit-ready.

Sentiment analysis is reshaping Unified Communications, offering businesses deeper insights into emotions behind conversations. Whether in customer service, employee engagement, or brand reputation management, integrating sentiment analysis with UC leads to more meaningful and effective communication. As AI technology advances, sentiment-aware UC systems will become an essential component for businesses striving to enhance user experiences and drive growth.

Integrating your UC system with your CRM system helps to maximise the benefits and ensure you’re always getting the most from your investment.  With a Wildix and Salesforce integration, you can have everything in one place.  

You can automatically update the Salesforce record with the transcription of a caller to reflect the exact detail of the call as well as having real-time dashboards to visualise sentiment trends.

Talk to us today to arrange a call.  

We are here to show you the true power of a communications system.