Why Callscriber

Automated Transcription and Analytics of every incoming call

Speech Analytics

The platform collects recorded calls and initiates an automated speech recognition process to extract metadata. The complete transcript of the interaction is filed and categorized, compiled into a comprehensive process of big data analysis.

Root-cause Analysis

The compiled data can be sorted through customized KPI’s, timestamps and root-case – naturally promoting new monitoring guidelines and uncovering what motivates incoming interactions. Callscriber covers 100% of the communications by focusing on an extensive case-by-case descriptive analysis.

Big Data and Metadata Analytics

Assembling customer insights has become imperative in the expansion and innovation strategy of any business. Speech-to-text recognition is a powerful tool in automating this process, gathering and presenting crucial information about your customers and the relationship they have with your business.

Introducing version 6.7

VoiceInteraction's Speech Analytics platform – driven by Artificial Intelligence, Callscriber automatically receives, transcribes and analyzes all the interactions received at your Contact Center.

Based on proprietary speech recognition technology, this platform seeks to optimize access to typically inaccessible analytical metadata, providing a proactive perspective in terms of business intelligence for 100% of incoming calls.

AI-driven speech-to-text information retrieval for big data analysis

Architecture Overview

How it works – an outline of Callscriber functional architecture

Omnichannel experience

Integration and extraction of all relevant communications
Supported Inputs
Combine every incoming interaction from different channels for a complete view of the customer service experience, sourced from Call Center recordings, interactions with Chat bots, Client emails and Messaging platforms.

Automated Transcription

Supported by our technology, accurate and secure
Proprietary Technology
CallScriber is supported by proprietary technology and constant updates, resulting in a platform driven by AI, supported by Machine Learning algorithms and Deep Neural networks. The underlying systems are constantly evolving, creating a self-sustainable cycle that guarantees a quality response in any environment.

High Accuracy

Our proprietary technology delivers highly accurate results in a short amount of time – approximately in a ¼ of the file’s playback time. Instead of a blank document, the transcript will be preloaded with the spoken contents. Greater the overall result, greater will be the capacity to gather and extract actionable metadata from each interaction.

High Accuracy

Our proprietary technology delivers highly accurate results in a short amount of time – approximately in a ¼ of the file’s playback time. Instead of a blank document, the transcript will be preloaded with the spoken contents. Greater the overall result, greater will be the capacity to gather and extract actionable metadata from each interaction.

On-premises Deployment

For reasons of security and data privacy, CallScriber is installed locally in the customer's data center without the need to access external networks, ensuring the lowest latency possible and giving complete control to the client.

Audio/Text Analytics

Automated Analysis of Transcriptions
Metrics and KPIs
The dashboard can be sorted and customized by any KPI suitable to the business activity, capturing relevant information by grouping all incoming calls, with full transcripts and timestamps. This automates analysis and client-based categorization, optimizing big data volume processing.

Root-cause Analysis

The compiled data can be sorted through customized KPI’s, timestamps and root-case – naturally promoting new monitoring guidelines and uncovering what motivates incoming interactions. Callscriber covers 100% of the communications by focusing on an extensive case-by-case descriptive analysis.

Root-cause Analysis

The compiled data can be sorted through customized KPI’s, timestamps and root-case – naturally promoting new monitoring guidelines and uncovering what motivates incoming interactions. Callscriber covers 100% of the communications by focusing on an extensive case-by-case descriptive analysis.

Agent Performance

Track quality of customer care in every single interaction with keyword and term search, filtered by custom criteria – gathering a descriptive and comprehensive analysis of agent performance. Identify key anomalies reliably and establish future protocols based on previous performance results.

Customer Sentiment

The speech-to-text engine also provides an emotion analysis function – assessing emotional polarity factors in each interaction for both clients and agents. Thus, the platform streamlines the access to customer satisfaction rates, problem-solving scores, and greater clarity on customer intent, while producing an overall analytic summary of the interaction.

Customer Sentiment

The speech-to-text engine also provides an emotion analysis function – assessing emotional polarity factors in each interaction for both clients and agents. Thus, the platform streamlines the access to customer satisfaction rates, problem-solving scores, and greater clarity on customer intent, while producing an overall analytic summary of the interaction.
Adherence to Protocol
Speech recognition models are implemented in order to maximize performance – natural language processing algorithms measure clarity, emotional response, satisfaction rates and even adherence to the company’s communication protocols, assessed for each active agent.

Delivery – Big data Analytics

Relevant metadata gatherings
Content Indexation and Drill-down Search
Through the use of a centralized search engine, keywords and customized filters can be used to streamline workflows for any situation encapsulated in large amounts of data. This indexed search also allows for the creation of a contact history by customer, with a complete record of all interactions to ensure quick access to each particular case.

Delivery – Outputs

Aggregated value to existing workflows
Quality and Metrics Report
All the information gathered in the platform’s dashboard can be exported into .CSV or .PDF files, seamlessly integrating into any existing workflow. Format and present the collected data in the most efficient way, suited to your organization’s needs.

Integration into existing workflows

With a variety of accepted inputs, highly accurate transcription results and an array of exporting formats, the platform Audimus.Server seamlessly integrates into existing workflows, clearing the barrier created by the complexity of manually transcribing files.

Integration into existing workflows

With a variety of accepted inputs, highly accurate transcription results and an array of exporting formats, the platform Audimus.Server seamlessly integrates into existing workflows, clearing the barrier created by the complexity of manually transcribing files.

Call us today at +1 646 504 7906 or Email us at info@voiceinteraction.tv

Stay in touch

Request a demo and experience what our Speech Processing platforms can offer you.

Call us today at
+1 646 504 7906
or Email us at info@voiceinteraction.tv

Request a demo and experience what our Speech Processing platforms can offer you.

Stay in touch