SOTA AI - SOTA VOX Analytics

Automatic evaluation of
calls/dialogues by 40+ parameters

Identification of deviations
from guidelines and sales script

Revelation of the best/worst
sales practices and managers

Analysis of 100% of contacts in any touchpoint

SOTA VOX Analytics

Reduced contact
center operating costs

Promotes sales growth

Helps to increase
customer satisfaction

Minimizes contact
center operating costs

Operator's
speech

automatic assessment of the employee's work quality
monitoring compliance with service standards
identifying employees' weaknesses
best/worst practices
unlawful activity detection

Client's
speech

assessment of the level of customer satisfaction
determination and analysis of the reasons for contacts
identification and analysis of the causes of complaints and negative experiences
identification and analysis of product weaknesses
problems
competitive analysis
customer profiling
evaluation of the effectiveness of marketing campaigns, promotions, new products

Personal accounts

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

Dashboards

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

Reports

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

Thematization of contacts

Automatically identify the topics of incoming calls and tag them for further analysis of speech and dialogues. Enable automatic tips for employees on the topics of contact and increase conversion to sales.

Semantic search by recordings

Filter and sort audio recordings using keyword and phrase searches.

Notifications

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

Voice Biometrics

Reduce customer identification time. Filter calls by voice pattern in any language in a matter of seconds. Automatic gender and age identification of the customer and operator will create a portrait of your target audience and reveal its behavior patterns.

Emotion recognition

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

Updatable dictionaries

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

ADVANTAGES

High Quality
Recognition

Recognition accuracy for telephone records is 95%.

Multilingual Analytics

Equally effective analysis of records in Russian, English, Kazakh and Uzbek.

Available in SaaS
or On-premise Mode

We can provide the solution as a cloud service (SaaS), or deploy it locally on the customer's servers (On-premise).

Adaptation to
Business Sector

Speech recognition language model can be adapted to the subject area, specialized vocabulary and terminology, diction features or accents.

For Contact Center
of Any Size

Linear scalability to withstand any load and number of operators. The system is adapted to work in high-load environments of more than 10,000 RT. Maximum security.

Recognition Quality
Management

We can carry out additional training of the speech model with the vocabulary from your subject area for even more accurate recognition.

PERSONAL ACCOUNT EXAMPLE

Operators rating

Search, filtering and sorting of audio recordings by any characteristic and parameter
Visual representation of standards execution (script, checklist)
Advanced full-text search

Call transcription

Events are displayed on the oscillogram
Indication of events in the transcript
Visual synchronization of the transcript and audio recording while listening
Ability to add comments and tags to recordings
Transcripts export to a text document

Example of an analytical report

DO YOU WANT TO UNDERSTAND HOW YOUR EMPLOYEES COMMUNICATE WITH YOUR CUSTOMERS?

SOTA VOX Analytics

TURN COMMUNICATIONS INTO ANALYTICS