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Script ComplianceAutomatically checks if agent follows the script or checklist. Score is calculated automatically from raw transcription data using state of the art Natural Language Understanding/Processing techniques.
Automatic speech transcriptionAverage accuracy for automatic transcription in English – 90%. Default vocabulary size in words and word-combinations – more than 600 000 entities.
Custom vocabularies speech transcriptionImproved transcription requires custom vocabularies adapted for clients’ use-cases. Vocabulary is compiled from existing text data such as agent’s script or any other text in English. Custom vocabulary improves transcription accuracy – above 90%.
Keywords spottingSupports multiple keyword lists up to several thousands entities each. Phrases of 3 and more words are supported.
First Call ResolutionAutomatically detects repeating call complaints from clients, Risk reduction of potential business problems, leading to repeating calls.
Average Handling TimeDetects when agent doesn’t have required information during call with client. Identifies agent’s lack of knowledge about company’s service. Helps to determine incorrect help-desk workflow leading to clients hold-ups.
Detecting dissatisfied clientsDetects calls when client is dissatisfied with quality of service. Identifies calls when client says about competing company offers. Notifies when client wants to cancel his order or service.
Detecting silence & crosstalkCrosstalk & silence between agent and client is exactly detected based on transcription. Agent’s speech is checked for silence notifications like ‘Wait a second’ Identifies interruption cause and its duration.
Emotion recognitionMachine learning technique identifies 8 different emotions from speech: neutral, calm, happy, sad, angry, fearful, disgust, surprised.
Voice biometricsIdentifies agent and client by voice. Searching through all calls for specific client not depending on his phone number.
Search, filters & data exportAll audio, text and metadata are stored in PostgreSQL. Search and filtering is done via ElasticSearch. Search through all metadata, including full-text transcripts. Supports export of search and filtering results.
Business intelligenceFull-text transcripts of clients’ calls are suitable for data mining and enrichment of clients data in CRM.
Recording & storageUsing state of the art audio capturing and compression techniques 1 minute of audio with transcript takes only 30 Kb of storage.
1 Tb HDD can store audio and text for 60 years of recordings.
Detecting valuable calls for trainingFinding calls which will help train workforce haven't been easier before.
Search and share valuable calls in minutes.