Artificial intelligence (AI) is changing the way businesses analyse calls. By leveraging the latest AI technology, businesses can now analyse in and outbound calls more efficiently and accurately than ever before.
Voice analytics (also known as call analytics) allows businesses to identify trends, patterns, and areas for improvement, providing them with valuable insights into their customers’ needs and wants and generally improving their overall customer experience when interacting using voice communications.
In this blog post, we’ll explore how AI is transforming call analysis and the benefits and features that businesses can expect from Call Cabinet. You can also contact us to get help integrating Call Cabinet within your business.
Table of Contents
- What is AI-powered voice analysis?
- Features of Call Cabinet’s AI voice analytics for improving call operations
- Enterprise-grade cloud-based call recording
- Comprehensive screen recording for compliance and monitoring performance
- Industry-leading speech recognition for compliance, and improved customer service and sales
- Sentiment analysis for improving customer experience & satisfaction
- Automated, accurate call analysis
- Rely on military-grade security to protect sensitive data and ensure compliance
- Complete data resilience and redundancy
- Universal integration with all telephony and UCaaS platforms
- Empowered granular search features
- Global support
- Final thoughts on AI-powered call analytics and Call Cabinet
What is AI-powered voice analysis?
Artificial Intelligence (AI) can be used to analyse details about every call you make or receive into actionable data that can be used to improve operations.
Many organisations attribute improvements in the performance of supervisors and agents and customer satisfaction to the power of AI-driven voice analytics.
In addition, AI can also identify areas where businesses can reduce costs, improve compliance and even detect fraudulent activity.
For businesses and call centres managing thousands or even tens of thousands of calls every day, AI is an essential tool for understanding your operations from the inside out. Human beings are just not capable of parsing such large amounts of data.
What are some of the benefits you can expect when using AI-driven call analysis?
Every artificial intelligence call analytics platform is different but there is a range of benefits to be expected when relying on artificial intelligence to understand your communication activities.
These benefits include:
- Automated call and voice analysis: AI-driven analysis can quickly identify trends and patterns in thousands of calls, saving businesses time and money.
- Personalised customer service: call recording data can be analysed to provide tailored recommendations and offers to improve customer experience and satisfaction.
- Improved sales: AI-driven analysis of calls can identify effective sales techniques and scripts, leading to improved sales performance across the board.
- Reduced call volume: AI-powered self-service options like chatbots can help reduce the number of calls a business receives, freeing up resources and improving customer satisfaction.
- Improved compliance: AI-driven compliance monitoring ensures that businesses meet regulatory requirements and avoid legal risks.
- Improved agent & supervisor performance: AI-powered analysis of agent-customer and supervisor-agent interactions can identify areas for improvement and provide targeted training for performance and satisfaction.
Let’s dive into the specific features Call Cabinet’s artificial intelligence call analytics provides for improving operations and increasing customer satisfaction.
Features of Call Cabinet’s AI voice analytics for improving call operations
Call Cabinet is a powerful speech analytics platform that leverages the latest in AI technology to provide businesses with the benefits and features they need to improve their internal call analysis and operations.
Here are Call Cabinet’s key features and some information about how each feature can help you transform your call analysis.
1. Enterprise-grade cloud-based call recording
Call Cabinet’s Atmos call recording platform is a comprehensive solution for call recording that offers a variety of features to help businesses comply with regulations and secure their call data. The platform was the first cloud-native solution for call recording, and it provides robust and universal compliance for enterprise call recording.
Atmos captures voice, video, and text communications across a wide range of telephony and UCaaS platforms, and it employs next-generation artificial intelligence (AI) to interpret the data collected, making it an actionable source of invaluable business intelligence. The platform’s cloud-based recording allows companies to decentralise operations, enabling multiple locations and remote staff to work securely and under the protection of industry-leading compliance at all times.
This recording platform also captures calls directly and compliantly on cellular operators’ networks, enabling businesses to record and secure mobile call data while complying with all relevant regulations.
Atmos offers a variety of compliant storage options, including Call Cabinet’s data centres across 6 continents, the customer’s own data centres, or a hybrid solution.
2. Comprehensive screen recording for compliance and monitoring performance
Call Cabinet’s Atmos also offers the ability to record or capture every aspect of their agent and customer interactions, including audio, metadata, and the agent’s screen. This makes it possible to monitor agent performance, establish best practices, and identify process bottlenecks.
Atmos provides the flexibility to record screens remotely or anywhere, making it an ideal solution for remote work scenarios. Additionally, video recordings can be exported to industry-standard formats, ensuring easy sharing and compliance audits.
Atmos is fully integrated with the most popular Unified Communications (UC) platforms used by enterprises today, including Microsoft Teams, Zoom, Cisco Web and more. It operates within the Azure cloud and this provides businesses with a high level of flexibility, scalability, and compatibility with UC platforms, allowing for a smooth transition to cloud-based compliance recording.
3. Industry-leading speech recognition for compliance, and improved customer service and sales
Speech recognition is important as it allows companies to ensure compliance, improve customer service and increase sales.
Call Cabinet’s speech recognition is powered by artificial intelligence (AI) and an natural language processing (NLP) engine which enable the complexities of speech in multiple languages to be transcribed with accuracy.
Call Cabinet offers 10% better accuracy of transcription when compared to any competitive voice recording system.
Transcription of calls can also help managers identify patterns and customise call scripts to increase sales. Having access to scripts from top-performing agents can also help companies to train employees. It can also help identify improvements to enhance customer service.
On the compliance side, with the right speech recognition technology in place, a business can ensure that sensitive customer account information isn’t stored in order to adhere to PCI DSS (Payment Card Industry Data Security Standards). Speech recognition can also ensure that agents include required disclosures and legal disclaimers by identifying the specific language in transcripts. Speech recognition is essential for quality assurance.
4. Sentiment analysis for improving customer experience & satisfaction
Call Cabinet’s AI-driven voice analytics can detect sentiment and emotional context by analysing factors such as tone, pacing, and language clues. Not only can it detect sentiment, but it can also evaluate how sentiment changes throughout a call, providing exceptional insight into what makes customers respond positively or negatively.
This feature can help businesses identify areas for improvement which enables them to structure and provide their agents and supervisors with targeted training for skills like negotiation and de-escalation, resulting in improved performance of agents and supervisors.
Call Cabinet’s voice analytics technology can also help a business provide personalised customer service. With Call Cabinet, managers can analyse call data together with recorded video and structured actionable data from recorded audio to get a complete and comprehensive view of each call. This will help managers get a complete picture of customer interactions and key insights into customer pain points and goals.
5. Automated, accurate call analysis
Call Cabinet’s Atmos recording platform offers next-generation AI-driven voice analytics that enables automated and accurate call analysis for quality assurance purposes.
Call Cabinet’s voice analytics technology can identify and classify different types of calls with a high degree of accuracy, including sales calls, customer service calls, and technical support calls. By analysing the content of these calls, Call Cabinet can help businesses gain valuable insights into their customers’ needs and wants, allowing them to adjust their strategies accordingly.
With granular search features, managers can set thresholds for clarity and filter results to show only calls that exceed specified levels for duration, silence and cross-talk.
Overall, Call Cabinet’s Atmos recording platform delivers automated and accurate call analysis through its AI-driven voice analytics, enhancing the quality assurance process for contact centres.
6. Rely on military-grade security to protect sensitive data and ensure compliance
Call Cabinet’s Atmos platform provides military-grade security to protect sensitive data and ensure compliance.
Sensitive data needs to be secure to ensure compliance, and Atmos provides four layers of PCI (Payment Card Industry) security to scrub personal financial data across vulnerable layers. This includes audio redaction, transcription hashing, screen capture redaction, and cloud encryption.
- Audio redaction: Involves the removal of sensitive spoken data from call recordings.
- Transcription hashing: Is the removal of financial and sensitive customer data inside speech-to-text transcriptions.
- Screen capture redaction: This is the masking of financial data in Atmos screenshots during playback.
- Cloud encryption: This refers to concealing data on Atmos Call Network with 256-bit AES rotating encryption.
To protect your data, Atmos uses both 256-bit AES rotating encryption on the Atmos Call network and multi-factor authentication to further bolster its security.
Call Cabinet’s trainable AI recognition engine and three flexible deployment methods make it a reliable option for protecting customer data within PCI DSS requirements.
7. Complete data resilience and redundancy
Call Cabinet’s Atmos cloud-based regulatory compliance recording platform provides complete data resilience and redundancy with 2N resilience (i.e. two identical systems that run independently from one another and are not connected in any way) and 99.999% network uptime, accessible 24 hours a day, /365 days a year from any location.
The platform’s 2N resilience automatically switches to a secondary system in case of primary hardware failure, ensuring uninterrupted service.
In addition to Call Cabinet’s military-grade encryption for data security, the Azure cloud-native platform is supported by data centres across 6 continents. This provides redundantly stored data in compliance with data sovereignty requirements for added protection.
The platform’s unlimited automatic voice recording and unlimited voice data cloud storage ensure that all recordings are stored safely and securely. With searchable data tagging and notes, multi-factor authentication support, and a control panel dashboard interface – the platform offers easy and efficient data management.
8. Universal integration with all telephony and UCaaS platforms
Call Cabinet’s cloud-based Atmos recording platform is designed to integrate seamlessly with 99.9% of all telephony and Unified Communications as a Service (UCaaS) platforms, ensuring compatibility and ease of use for tons of customers. This universal integration enables businesses to record and analyse voice, video, and text communications on any telephony or UCaaS platform, regardless of the brand or provider.
As more and more businesses adopt UCaaS solutions for remote work and collaboration, it is critical to have a comprehensive compliance solution capable of recording and analysing all types of communications. Call Cabinet’s Atmos platform offers a perfect solution, allowing businesses to integrate with their existing telephony and UCaaS platforms without any hassle.
With a focus on seamless integration and compatibility, Call Cabinet provides a reliable and efficient compliance solution for businesses of all sizes.
By partnering with leading UCaaS providers such as Microsoft Teams, Cisco Webex, and Zoom, Call Cabinet ensures that its Atmos platform is fully compatible with the most popular UCaaS platforms used by businesses today.
9. Empowered granular search features
Call Cabinet’s Atmos platform provides granular search features that empower businesses to find and analyse specific call recordings with ease. With the use of advanced voice analytics and QA capabilities, businesses can filter their search results based on specific criteria such as call type, sentiment, user, group, content, and more.
The platform also allows businesses to set thresholds for clarity, crosstalk, and silence, enabling them to filter results to show only calls that exceed specified levels. These search criteria can be further cross-referenced by specific users, groups, call types, sentiments, content, or any combination of these.
The Atmos platform’s granular search features enable businesses to identify key insights and trends in their call recordings. Using this information, businesses can improve their customer experience, compliance, and overall performance. They can also identify areas for improvement and take corrective action to enhance operations.
With its powerful search capabilities and advanced voice analytics, Call Cabinet’s Atmos platform is an invaluable tool for businesses looking to gain greater insights and control over their calls.
10. Global support
In 2012, Call Cabinet introduced the world’s first cloud-based compliance recording platform through its award-winning Atmos technology. Thus, providing businesses with the ability to operate compliantly all over the world.
Call Cabinet provides world-class compliance and quality assurance solutions for global enterprises. With offices and data centres located around the world, Call Cabinet offers a global support network to keep businesses operating smoothly and complying with regulations, even during times of crisis.
As a multinational enterprise, Call Cabinet’s global compliance expertise has been honed over a decade of serving the heavily-regulated financial services industry. The company’s localised expertise in key financial markets enables it to better serve clients, providing a global support network with a profound depth of knowledge and expertise.
Finally, Call Cabinet’s global support and high-level integration with popular UC platforms enable businesses to maintain compliance and keep operations running smoothly, no matter where their employees are located.
Final thoughts on AI-powered call analytics and Call Cabinet
United Telecoms can help your organisation set up Call Cabinet and take advantage of this all-in-one solution call analysis solution for businesses.
Using cutting-edge AI technology, Call Cabinet allows businesses to analyse their calls quickly and accurately. Armed with detailed information, you can make data-driven decisions to improve products and services, while also gaining insight into your customers’ needs and preferences.
Contact us to integrate Call Cabinet within your phone system setup and communication workflow today.