Our platform utilizes advanced data processing algorithms, including machine learning and natural language processing techniques, to efficiently process large volumes of data, ensuring accurate analysis and insights extraction.

No, right now we don’t support Real-time, but will surely do in the future.

Absolutely. We provide customizable reporting solutions tailored to your specific business requirements. Whether you’re interested in tracking call time, analyzing customer sentiment, identifying leads, or predicting behaviour, our flexible reporting tools empower you to gain actionable insights. We also provide APIs to consume data in your available analytics solutions such as PowerBI.

For this concern,

• Our team works closely with you to ensure seamless integration with your CRM, call center software, and other relevant systems. We strive to minimize disruption to your operations during the integration process.
• We can establish an SFTP connection or can access files through S3.

Yes, our solutions are designed to scale with your business, whether you’re a small startup or a large enterprise. We ensure reliable performance even under heavy workload conditions, adapting to your evolving needs.

We offer comprehensive support and maintenance services to ensure that your analysis and reporting systems operate smoothly and continue to deliver value over the long term. Our team is committed to customer satisfaction and will assist you with any issues or questions you may have.

Our platform leverages cutting-edge NLP and ML algorithms to extract context and meaning from data, enabling accurate analysis of call center and chat transcripts. These algorithms enable automatic language identification, timestamp generation, sentiment analysis, and more.

We employ PII redaction capabilities, powered by ML-driven pattern recognition, to ensure that sensitive information remains safeguarded. Our platform is designed to comply with regulatory requirements, providing you with confidence and peace of mind.

Yes, our platform seamlessly integrates with multimedia content, allowing transcripts to spring to life in VTT format. This integration enhances the analysis process, providing a rich and immersive experience for users.

Our platform offers various customization options, including sentiment analysis, call polarization, and AI-powered call summarization, tailored to your unique needs. We empower you to craft bespoke solutions that elevate your operations to new heights.

Currently Echoz supports wav, mp3, mp4, mpweg, mpga, m4a and webm formats.

Post-call analysis is the process of examining phone call recordings and transcriptions to extract valuable insights. This includes evaluating customer sentiment, and agent performance, and identifying trends or issues that can improve future interactions.

The system evaluates agent performance by analyzing various aspects of the call, such as:

• Adherence to scripts and protocols.
• Effectiveness in problem resolution.
• Communication skills, including empathy and professionalism.
• Compliance with company policies and regulatory requirements.

Metrics include:

• Average handling time.
• Customer satisfaction scores (CSAT).
• Call compliance and adherence to scripts.
• Frequency of positive/negative sentiment words.

Any industry that relies heavily on customer interactions can benefit, including:

• Customer service centers.
• Sales and telemarketing.
• Financial services.
• Healthcare.
• Telecommunications.