SOTA VOX Analytics

Omnichannel speech analytics.

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Turn communications into analytics

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Call evaluation by 40+ parameters
Automatic evaluation of calls/dialogues by 40+ parameters
Identifying deviations from standards and scripts
Identifying deviations from standards and sales script
Sales and Manager Analysis
Identifying best/worst practices of sales and managers
Analysis of all contacts
Analysis of 100% of contacts at any touchpoints
Optimizing Contact Center Costs
Reducing contact center operating costs
Increase customer satisfaction
Helps improve customer satisfaction
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Turn communications into analytics

Employee speech
Best/worst practices
Detection of illegal actions
Identifying weaknesses in employees
Monitoring compliance with service standards
Automatic assessment of the quality of employee work
Client speech
Competitive analysis
Customer profiling
Identifying and analyzing the cause of complaints and negative impressions
Evaluation of the effectiveness of marketing campaigns, promotions, new products
Identification and analysis of the reasons for requests
Identification and analysis of product weaknesses
Customer satisfaction assessment

POSSIBILITIES SOTA
VOX Analytics

Integration of capabilities for different roles: operator, quality controller, supervisor and manager: personal statistics, assessments, rating, appeal tools and automatic recommendations.

Flexibly generate reports on any data slices and aggregations. Download reports in XLSX/CSV formats for further work with them in Excel or choose other popular data formats: PDF, JSON, etc.

Filter and sort audio recordings using keyword and phrase search.

Reduce customer identification time. Filter calls by voice sample in any language in a split second. Automatic identification of the gender and age of the client and operator will form a portrait of your target audience and its behavior patterns.

You can flexibly customize dictionaries for any business tasks using a simple designer. More than 20 ready-made cross-industry dictionaries and markers for a quick start with the possibility of replenishment.

Monitor important parameters in real time. Conveniently customize analytics for the tasks of your business units within the company. Create dashboards in your personal account by time, specific operator, presence of certain phrases, checklist completion, silence, interruptions, etc.

Automatically identify the topics of requests and tag calls for further analysis of speech and dialogues. Organize automatic prompts for employees on the topics of requests and increase conversion to sales.

Set up and receive instant notifications on any events and incidents from calls and chats to e-mail or messenger. Analyze communications with clients in real time. Identify conflict situations and threats "on the fly".

Identify customer irritation and dissatisfaction or operator rudeness not only by keywords, but also by voice characteristics.

Advantages

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High quality recognition
The recognition accuracy for telephone recordings is
95%.
SaaS or On-Premis connection
Possibility of using the solution as a cloud service (SaaS), or local deployment on the customer’s servers (On-Premis).
Multilingual analytics
Equally effectively analyzes records in Russian, English, Kazakh, and Uzbek.
Recognition quality management
We can further train the speech model on the vocabulary and subject area of your business for even more accurate recognition.
For contact centers of any size
Linear scaling for any workload and number of operators. Adaptation to environments with 10,000+ RTs. Maximum security with data storage in TIER III data centers.
Knowledge extraction
Text analytics engine (NLP|NLU) for understanding the meaning and extracting relevant data given the context.

EXAMPLE OF A PERSONAL ACCOUNT

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Explore more
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Effect of implementation

Growth - Elements Webflow Library - BRIX Templates

Increased conversion of calls into target actions

Until 15%

Heart - Elements Webflow Library - BRIX Templates

Increasing the level of compliance with company standards

Until 50%
Phone - Elements Webflow Library - BRIX Templates

OpEX Reduction for Contact Center Management

Until 20%
Wallet - Elements Webflow Library - BRIX Templates

Increasing the effectiveness of marketing campaigns

Until 20%
Users - Elements Webflow Library - BRIX Templates

Reducing
the likelihood of customer churn

Until 20%

Try SOTA AI in action — request a demo now!

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Products
SOTA VOX Kit SOTA VOX Analytics SOTA VOX Biometrics SOTA GPT
Technologies
Speech recognition Speech synthesis Speech biometrics Text analytics
Solutions
For contact centers For medical institutions For government agencies
COMPANY
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