Voice Analytics

Automate quality control of your employees' work

It is no longer necessary to listen to calls, maintain tables and reports. The phone conversation recording is converted to text in a matter of seconds, which can be immediately analyzed using special filters and predefined templates.

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Voice analytics — an essential tool for businesses that have:

Sales department

Information service

Support department

Call center

Why does your business need voice analytics?

Example of recording analysis using AI (ChatGPT artificial intelligence)

Input data — call transcription:

Manager: Good morning! Tell me, please, how can I help you?
Customer: Hello. I'm interested in your CRM system.
Manager: Excellent. And tell me, what is your goal? What do you want to automate?
Customer: I would like to track sales and their stages.
Manager: Understood, let me show you how this can be configured.

ChatGPT analysis result:

Conclusion:
The manager correctly formulated a question to identify the customer's need ("what is your goal?"), did not interrupt, used a friendly tone, and moved on to the solution. The communication follows the script. No potential problems were identified.

Result added to:
– The operation in AmoCRM
– The consolidated Excel report (column "Needs clarification" = ✅)

Sales increase under Director's control

The director establishes the rules: what phrases the manager should say, which steps are mandatory, what should not be allowed.

The call recording is immediately analyzed by ChatGPT, and in seconds the director sees if the script was followed and how well the manager worked.

The conclusion of each call goes directly to the operation and to the Excel report.

Examples of rules:

❓ The manager asks questions about the customer's needs
The unique selling proposition is mentioned
Closing with a concrete step
⛔ No more than two interruptions to the customer
The promotion is mentioned when discussing the price

What does "concrete step" mean?

✅ «I will send the commercial proposal before 5:00 PM»
✅ «We will talk tomorrow at 12:00»
✅ «I will open a test access»
✅ «Technical support will contact you»

Example of conclusion:

Manager: Ivanov I.I.
✅ Clarification of needs found
❌ Unique selling proposition not mentioned
✅ There is a concrete step: «I will send the commercial proposal»
Conclusion in AmoCRM and Excel

Improving service quality

Quickly identify and resolve customer service issues, using voice analytics to detect dissatisfaction.

How much does it cost?

You only pay for voice recognition, i.e., for converting the recording to text. All analysis tools are completely free. Phone system package rates already include free minutes for recognition.

Number of conversation recording minutes

Currency

Cost

0.01 $ per minute — transcription in offline mode

10 $

The transcription will be available

As soon as it is added to AmoCRM

A conversation can be analyzed simultaneously by multiple rules

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