Call Centre Analytics: 4-Week Pilot Program

Introducing Entelect's Call Centre Audio Analytics Solution powered by Azure Speech to Text and OpenAI.

In today's fast-paced call centre environment, many organisations face the challenge of efficiently analysing and extracting valuable insights from a vast amount of audio data. Our solution leverages the power of Azure Speech to Text and OpenAI to provide accurate and real-time transcription of call centre conversations, unlocking valuable insights and improving customer service.

This solution is designed for call centres of all sizes, for organisations looking to enhance their call centre operations, improve agent performance, and gain valuable insights into customer interactions. By automatically transcribing and analysing call recordings, we can identify trends in customer feedback, monitor agent performance, and uncover customer sentiment.

Key Benefits:

1. Real-time Transcription: Our solution utilises Azure Speech to Text to provide accurate and real-time transcription of call centre conversations, eliminating the need for manual transcription which saves valuable time.
2. Actionable Insights: By analysing call centre conversations, your organisation can identify trends enabling data-driven decision-making.
3. Enhanced Operational Efficiency: Identify inefficiencies and areas for optimisation within the call centre team, as well as agent performance improvement by identifying training needs of individual agents.
4. Compliance and Security: Our solution ensures compliance with data privacy regulations by securely storing and processing call recordings.
5. Improved Customer Experience Advanced natural language processing (NLP) enables call centres to analyse customer interactions, and identify pain points and sentiment trends. Emerging issues, trends and opportunities can be tackled proactively.

Intended User Base:

Our Call Center Audio Analytics Solution is designed for call centres across various industries and departments, including customer service, sales, and support. It caters to organisations of all sizes, from small businesses to large enterprises.

Category and Industry Associations:

Our solution falls under the category of Speech Analytics and applies to industries such as telecommunications, banking and finance, healthcare, e-commerce, and more.

The final price of our solution will depend on factors such as the number of call centre agents, the volume of audio data processed, and any additional customisation or integration requirements. Please contact us for a personalised quote tailored to your specific needs.

Unlock the full potential of your call centre operations.

Additional Enrichment Options:

Future iterations can include additional enrichments, like identifying and categorising sensitive information in the transcript or key phrase extraction, as well as integrating the results of this POC into a larger data analysis environment for comprehensive analysis of emerging trends, challenges and opportunities.

Security:

Due to processing sensitive and personally identifiable information, the system’s storage is protected behind a private endpoint. The data is transferred exclusively on the Microsoft network which limits the risk of data being intercepted.

Monitoring:

Monitoring enabled for the Transcription Analytics flow, this can be used to track usage, set various alerts for performance issues and aid in diagnosing issues in the system.

It is recommended that all the cloud resources the system uses are secured behind private endpoints but that is left for the client to decide.

As a comprehensive technology service provider, we understand the unique needs of call centres and have partnered with Microsoft to deliver a solution that combines the power of Azure Speech-to-Text and OpenAI. Our team of experts will work closely with you to customise the solution based on your specific requirements, ensuring seamless integration and maximum value.

Contact us today to learn more about our Call Center Audio Analytics offering and schedule a demo.