Call Center Speech Analytics

Effective monitoring is essential to a call center. But manual monitoring is labor-intensive and inefficient. And most call analytics programs demand a steep financial investment and in-house technical support.

ICAP® (Integrated Consumer Analytics Platform) offers AI-powered call monitoring that’s significantly more affordable than the competition. Partnering with CallMiner, we’ve built a speech analytics platform that automatically monitors and objectively scores every call, providing deep insight into which calls to focus on and drastically reducing the need for internal monitoring.

Improve Productivity And Profitability Beyond the automation and ease it brings to call center monitoring, ICAP can help improve productivity, performance and profitability by:

• Gathering larger data sets, allowing you to identify trends faster
• Improving call quality and customer relationships
• Increasing call volume per agent by 20%
• Identifying winning methods that can be turned into best practices
• Eliminating the time spent manually monitoring calls and providing feedback
• Reducing customer complaints by 50%

Features

ICAP’s innovative features help transform your call center by increasing productivity and decreasing costs, providing affordable cutting-edge technology to companies of all sizes. And when used with our call monitoring KPO, ICAP eliminates the need to staff an internal team.

• **Performance Management: **Automatically provide performance metrics to managers, supervisors and agents. Agent-specific dashboards deliver real-time feedback through personalized indicators and alerts, allowing agents to adjust quickly to improve performance and the customer experience.
• **Compliance Management: **ICAP® gives you the ability to quickly and easily analyze every call to ensure all regulatory compliance requirements are being met, reducing the risk of fines.
• **100% Call Monitoring: **ICAP® provides automated monitoring of 100% of calls, versus the 1% to 5% covered by manual monitoring, making it easier to identify trends and handle disputes.
• **Fully Implemented and Managed: **ICAP® is a cloud-based platform – implemented, administered and continuously maintained by a dedicated Provana team. Rapid implementation project managed by our experienced team, with minimal IT resources required.
• **The Power Of AI: **Using advanced speech recognition technology, ICAP® converts calls into machine-readable transcripts for customizable categorization based on keywords.
• **Customizable: **Customize ICAP® to your needs with dashboards and agent scorecards designed to address your company’s specific performance indicators.