Call monitoring and its computer evaluation using content-to-text conversion, topic identification for the purpose of recording customer satisfaction or dissatisfaction, capturing complaints, recurring failures and difficult-to-accept product features. Findings will be recorded in a database with a possible link to information about products and services in the Product Information Management (PIM) category system.

The system for monitoring and analyzing customer calls uses automatic speech-to-text conversion and subsequent intelligent evaluation of the call content. By identifying key topics, the system allows:

Detect customer satisfaction or dissatisfaction
Capture complaints and recurring technical problems
Reveal difficult-to-accept product features

All findings are automatically recorded in the database and can be linked to product data in the Pimics - Product Information Management system. This integration provides a comprehensive overview of the quality and perception of your products and services from the customer's perspective.

With this tool, you will get an effective means for increasing customer satisfaction, improving products and managing quality based on real feedback.

Benefits:

Increasing customer satisfaction

Thanks to the early identification of negative feedback, complaints or recurring problems, you can react quickly and improve the customer experience.

Automated feedback collection

There is no need to listen to calls manually - the system automatically converts calls to text, analyzes their content and extracts key information.

Better decision-making thanks to data

The obtained data is clearly stored and linked to product information in the Pimics system. This enables targeted analysis of problems and positive feedback across the product portfolio.

Identification of problematic products and services

The system will reveal recurring failures, frequent complaints or undesirable features, which helps to improve products based on real data.

Reduction of customer support costs

Thanks to accurate detection of problems and their resolution at an early stage, the number of repeated customer contacts and thus the load on the call center can be reduced.

Save time for operators and supervisors

Instead of manually reviewing records, you will benefit from automatic and consistent analysis that saves time and ensures greater objectivity.

Continuous feedback for product development

Insights from customer interactions can be directly used in developing new products or improving existing ones.

Key features:

Automatic speech-to-text

The system converts calls to text in real time or from a recording with high accuracy, including recognition of individual speakers (operator vs. customer). Recorded calls can be used for text functions such as search or print copies, etc.

Customizable topic analysis

Users can define their own topic areas that they want to automatically identify in calls - e.g. complaints, compliments, specific product issues, price objections, etc. Topics can be added, edited, or removed on the fly without the need for developer intervention.

Intelligent content analysis

Uses NLP (natural language processing) to automatically evaluate content, intent, and context.

Structured storage of findings

Outputs are automatically stored in a database and can be linked to specific products or services. PowerBI analysis is also available.

Notifications and alerts

Option to set automatic alerts when critical issues occur, such as an increase in complaints or dissatisfaction with a specific product. Notifications are created based on Microsoft SharePoint technology.

Supported countries:

Europe - with restrictions according to supported languages

Supported languages:

English, Czech

Pimics – Call AnalysisAllium

Pimics – Call Analysis

Allium

Pimics – Call Analysis

Allium

Pimics – Call Analysis
Allium