The voice-analysis algorithms also track customer reactions. When call agents see a heart icon, they know the software has detected a heightened emotional state, either positive or negative.

PatternTracer TCA, telephone call analysis software from Springfield, Va.-based i2, helps law enforcement agencies decipher complex relationships buried in billing records.

Dubber partnership means detailed analysis of call recording will no longer just be the preserve of large financial institutions, according to Vodafone UK-headquartered multi-national ...