SOTA VOX Analytics

Turn communications into analytics

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

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

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

Вthe possibility of using the solution as a cloud service (SaaS), or local deployment on the customer’s servers (On-Premis).

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.