CallDNA – analyze and process voice data automatically

What is CallDNA?

With advanced speech-to-text technology, every call is automatically recorded, transcribed, and analyzed. CallDNA will process each transcription to identify key points, you will no longer need to spend time manually reviewing calls

CallDNA's built-in player will help you conveniently listen to audio and organize collaboration. You can easily fix automatic transcriptions as well as comment or tag on the recorded audio

CallDNA will allow you to easily connect to any source of text data. Process specific chats with messages in a convenient interface

CallDNA allows you to easily search for any information through array of audio and text data. Set up regular monitoring through specific sets of phrases or text patterns

CallDNA uses AI algorithms to evaluate a conversation's sentiment and determine text subjects. You can easily train a set of classifiers for grouping call records on different topics

CallDNA takes the technology of modern natural language processing approaches using neural networks for text vectorization, which can significantly improve the search for phrases by semantic similarity

CallDNA will increase the engagement of your agents in voice communications and improve the quality of service to your customers

CallDNA will allow you to better understand a client's intentions and calculate quantitative indicators that reflect the quality of voice communication

The system for monitoring key performance indicators will allow calculating and visualizing the quality of voice communications, always see up-to-date information on each agent

High speech
recognition accuracy
100% automated
monitoring
Identify significant patterns, points of contact, as well as empathy and loyalty
Support for more than 30 languages
API, Zoom, Google Drive integration

Area of application

Call Center, Marketing, Technical support

Recruiters, HR, Training Courses

Call Center, Marketing, Technical support

Agent efficiency assessment:

Percentage of thematic segment occurrence, the presence of triggers, assessment of training progress, assessment of agent work, comparison of the agent effectiveness.

Conversation analysis:

Presence and frequency of conversational patterns and scripts. Comparison of actual vs prescribed script and percentage of deviations.

Subscriber call history analysis:

Loyalty, satisfaction with the service.

Recommendations:

Script amendment
Agent training on the problem segment/script
Use of agent strengths
Specified scripts for specific subscribers, and/or designated agents to maximize outcomes for subscribers
Change monitoring

Recruiters, HR, Training Courses

Employee performance analysis:

Product and service knowledge
The quality of information conveyance
Correct scripts use
Persuasiveness and activity in the discussion
Claim management assessment

Interviewer and audience analysis:

Presence of targeted phrases in questions
Showing interest in conversation
Points of contact presence
Loyalty

Recommendations:

Knowledge gap indicators for staff and prospective study topics
Adjusting conversational scripts
Focus of attention on factors of constructive influence to achieve maximum desired results from interaction
Change monitoring

Work easy with CallDNA

Convenient interface for data management

Automated monitoring

Call center analytics

Convenient interface for data management

Organize your data the proper way using CallDNA

Add, edit, or annotate your audio and text recordings using tags and comments for convenience for future work
Quick access to each entry in the vault by searching via keywords, tags, or file attributes
CallDNA has a user-friendly interface where each member of your team can work in collaboration with shared data in your account

Convenient data browsing interface

Use the audio player to listen to recordings at different playback speeds
The audio player displays a conversation sentiment line, so you can visually identify issues in a conversation
Audio recordings will always be synchronized with their transcription the selected text is easy to listen to and edit as you see fit

Convenient advanced search

Use different search matching options to find the files you need
Set custom segments to search for specific file attributes in the advanced filtering mode

Automated monitoring

Convenient data monitoring management:

Create and configure data monitoring projects. Your projects can be based on both traditional search queries and assessments of the correspondence of text fragments to some template script
Using a simple interface, you can easily set up a set of search rules. Use the power of full-text search, fuzzy logic, regular expressions and text classification
Search results will be linked to each project and made available after just a few clicks

Leverage the power of machine learning:

Based on your data, classification models can easily be trained and created
To select data and create a training sample, you can use annotated data, as well as data from projects and segments for certain attributes

Convenient notification settings:

Easily set up notifications for instant receipts or consolidated mailing according to a set schedule
You can also set thresholds for sending notifications by the number of triggers for agents and subscribers

Call center analytics

Agent script compliance

Gain insight on how the team works and interacts with clients to optimize learning methods based on monitoring data
Evaluate whether or not the company, service, and/or product is positioned correctly
Get a better understanding for customer rejection, lack of payments, etc
Monitor the tone of the agent, along with the use of specific terms or words

Agent efficiency dynamics

Track the progress of each Agent using sales performance metrics
Improve the quality of service through training Agents on problematic topics and scripts
Control the mood dynamics through personal assessment motivation

Individual efficiency

Transform the interpersonal skills of your employees into effective communication and positive results
Identify leaders and outliers by comparing financial metrics and speech analytics
Train and analyze to find the strengths and weaknesses of each agent
Develop your team by devoting time to each employee

Trigger summaries

Check the presence or absence of relevant information at each client interaction
Choose the optimal scripts for each dialogue
Create effective scripts utilizing effective phrases
Track problems and create solutions dynamically