Sentiment Analysis – Human, automated or hybrid:  

eTouchPoint is now one of the only CEX providers supporting human or machine-based categorization and sentiment analysis of customer verbatims.  This leading approach now makes it possible to transcribe larger volumes of customer verbatims in near real-time.  In addition, eTouchPoint clients can now select a hybrid approach that takes advantage of the increased accuracy and intelligence of human-based categorization along with the increased volumes and speed of machine-based categorization.

Author: Manda Henderson