These capabilities are made available via a customized dashboard that enhances agent and call administration, allowing for more detailed KPI monitoring and enhancement areas.
Using AI-based automation technology such as NeoSound can significantly boost a call centre's productivity and offer critical information that can contribute to decreasing operating expenses.
Let's look at the top 12 technical capabilities and reasons to choose NeoSound as your call centre Quality Management software provider and technology partner.
1. Enhanced Speech-to-Text Capabilities
NeoSound tech solutions allow you to transcribe recorded conversations that can scale to serve any speech recognition needs.
2. Wide Range of Supported Languages and Punctuation
A number of languages are supported by proprietary speech to text (STT) engines. To enable transcription of all European languages at the best possible accuracy NeoSound supports the integration of external STT engines.
3. Mixed Multi-Language Capabilities
NeoSound gives you the ability to transcribe and analyse conversations conducted in many languages, e.g. international meetings where all participants speak their own languages.
4. Diarization Functionality
NeoSound gives you the ability to detect different speakers and analyze their speeches separately, even when there is only one audio track that represents merged audio streams of all the conversation participants.
5. Entities Extraction Functionality
NeoSound enables you to get information from transcripts with Natural Language Processing (NLP) to detect and summarize the essential parts of phone calls, topics, keywords, and phrases.
6. Sentiment Analysis
To determine negative, neutral, or positive scores for call segments or complete calls, NeoSound gives you the ability to perform a comprehensive analysis.
7. Custom Machine Learning Model
NeoSound gives you a personalised experience to train the company-specific Machine Learning model to identify call segments and increase accuracy.
8. Acoustical Emotions Analysis
NeoSound tech even gives you the ability to detect emotional intervals of conversation. Unlike sentiments that show what is being said the emotions show how that was said nonverbally based on intonation and tone of voice.
9. Business Intelligence Based on Call Analysis and AI Predictions
NeoSound offers customised business intelligence reports based on quality management needs, with insights accessible from analytical dashboards. Readily available insights, once transcriptions and sentiment analysis from the recorded conversation are extracted and analysed.
10. Automated Call Scoring and Agent Monitoring
NeoSound provides KPIs from call interactions and track call drivers and business trends to make more informed decisions.
11. Media player and checklist
NeoSound also gives you a convenient web tool that allows users to easily play the recorded conversations, listen to what is said, and check the company communication quality standard compliance.
12. Integration via Rest API
NeoSound makes it possible to integrate the existing company technical environment with NeoSound to exchange the data.
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