EMOTIONAL VOICE ANALYSIS FOR CALL CENTERS
Technology
Fast Revolutionary Assessment by Voice Analysis
FRAVA is a revolutionary monitoring solution for call center performance monitoring. Based on a proprietary Voice Analysis technology, it provides call center owners with unprecedented insights into all agents – customers interactions.
FRAVA detects and identifies the true and unexpressed emotions during conversation and recognizes the mental and emotional states of the talking parties.
FRAVA identifies emotions such as: Anger, Stress, Hesitation, Excitement and more. It does not look into “what” is being said, but into “the true emotions” about what is being said.
FRAVA brings unprecedented possibilities to the call center operations. It increases the efficiency by automatically analyzing all calls, prioritizing problematic calls and highlighting under-performing agents.
FRAVA detects and identifies the true and unexpressed emotions during conversation and recognizes the mental and emotional states of the talking parties.
FRAVA identifies emotions such as: Anger, Stress, Hesitation, Excitement and more. It does not look into “what” is being said, but into “the true emotions” about what is being said.
FRAVA brings unprecedented possibilities to the call center operations. It increases the efficiency by automatically analyzing all calls, prioritizing problematic calls and highlighting under-performing agents.
Are you interested in more information or a Pilot project?
Contact us today!
Features
MONITORING AND SCORING 100% OF CALLS
IDENTIFICATION OF PROBLEMATIC CALLS
HIGHER EFFICIENCY OF SUPERVISORS' WORK
BETTER HUMAN RESOURCES MANAGEMENT
BETTER CUSTOMER CARE
SALES SUPPORT
Customer Analysis
WHAT ARE WE FOCUSING ON?
- EXTREME PRESENCE OF NEGATIVE EMOTIONS LIKE ANGER OR STRESS
- INCREASING TREND OF NEGATIVE EMOTIONS DURING A CALL
- CALLS ENDING WITH CUSTOMER NEGATIVE EMOTIONS
- LOW EMOTIONS CALLS
Agent Analysis
WHAT ARE WE FOCUSING ON?
- NEGATIVE EMOTIONS IN AGENTS’ INTERACTIONS
- STRESS LEVEL DURING THE CALL
- STRESS & FATIGUE DEVELOPMENT OVER TIME AND RISK OF “BURNOUT”
- AGENTS’ CONFIDENCE AND KNOWLEDGE IN THE AREAS OF HIS RESPONSIBILITIES
- AGENTS’ PERFORMANCE COMPARED TO HIS PEERS
Architecture
ANALYSIS
All recorded conversations are processed through Voice Analysis engine, either on-premise or the cloud.
BUSINESS INTELLIGENCE
The sophisticated Business Intelligence platform analyzes and categorizes huge amounts of data obtained from all calls.
REPORTING
The results of the analysis are accessible through manager’s dashboard, automatic reporting, SMS notifications and more.
INTEGRATION
Provide extended capabilities to the system by connecting it to your CRM, external data sources, SAP, etc.
TAILORED
Reporting is customizable to meet customer’s priorities and business requirements.
SECURE
GDPR compliant
Industry
Give your call center a new direction!
Contact
- ANIS group s.r.o., Lazarská 11/6, Prague 2, 120 00, Czech Republic
- Company ID: 03210812, VAT ID: CZ03210812