Hyper Analytics for Content Management, Workforce Optimization and Customer Experience Management
Aggregate big data from various channels and sources for comprehensive analysis to provide actionable business intelligence from a single source for informed decision making and improvement across the enterprise.
Convert big data into speaker-separated, structured text documents. The result is data/media that is easy to access, read, distribute and it uses far less storage space.
Transcriptions and other structured documents are automatically categorized and clustered based on their topics, relevancy and patterns.
Big Data Management
Content Conversion/Unification, Storage and Retrieval Optimization
Enterprise Content Management
Classification & Topical Categorization, NER, Compliance Management
Automate analysis of 100% of recorded voice interactions/structured data to score performance and adherencefor fast and unbiased evaluations.
Automated compliance management for PCI/DSS and sensitive data. Automatically replace/redact discovered subjects in both the text and original content files.
Analysis can identify repeat calls and their root causes to help resolve call management issues.
Analytics-Driven, Automated Quality Assurance for 100% of Interactions
for evaluating individuals or groups of agent skills:
Hard Skills – Mandatory Phrases, Service Knowledge, etc.
Soft Skills – Professionality, Cordiality, Empathy, etc.
Automated Compliance Management
Media Content Modifications, Redaction, PCI
Automated Repeat Call Detection
for First Call Resolution Improvement
Customer Experience Management
Confirm what you expect to find and discover what you don't know about your interactions, customers' expectations and their satisfaction with your processes and business.
Audio quality can be analyzed to detect and troubleshoot static, noise and poor connections.
Detect sentiment, intent, behavior and trends across speech and text interactions.
Supervised or unsupervised.
Sentiment, Intent & Situation Discovery
Sentiment & Intent Analysis, VoC, Connection Quality, Voice Authentication/Identification
Trend & Predictive Analysis
Customer Experience Analytics and Tracking
(CES, NPS, CSAT, FCR)
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