AI That Works!
No Cost Speech Analytics POC and Implementation
We believe in it so much that we provide the proof of concept (POC), implementation, user defined enhancements and ongoing Customer Success Manager at NO COST!
We have been in business over 10 years and have 1,400+ employees globally. We blend the agility of a start-up with the stability of an established enterprise, challenging the market with new thinking and a best-of-breed high touch, high engagement speech analytics solution.
Due to years of building an incredible 15 billion data point Machine Learning and AI database engine we are able deliver our Speech Analytics with no cost for implementation or POC. In addition, we assign a Customer Success Manager to continually develop reports and dashboards for the customer’s specific environment at no additional cost. It’s inexpensive for us to implement and maintain so we pass that cost savings to our customers. Our engine allows us to have the system up and running in days.
Dashboards and Scorecards Available Out of the Box
- Compliance Trends
- Risk Mitigation
- Leaderboard / Gamification
- Personal Agent Dashboards
- Agent Effectiveness
- Productivity for Agents, Campaign, Products
- Performance, Policy
- CSAT Scoring
- Reg F
- Overall Scorecard
- Trend Analysis
-
Calibration Log to close the
loop for training
Power and Flexibility Out of the Box
Context Classification Model - Hundreds of categories and classifiers makes for the most accurate and adaptable speech analytics solution in the industry
Customer Success Manager - develop reports and dashboards for your specific environment at no additional cost.
Proof of Concept and Implementation – you will be provided your own live system in days.
Active Supervised Learning – High fidelity screening for compliance categories out of the box. Specific disclosures, custom talk offs and predefined scripts
Configurable Listeners – Custom automated scorecards. Flexible tools plus Provana data analysts means easy custom reporting that are customized by us.
Client Interaction Database –
35 million datapoints of customer interactions. Deep and extensive analytic workflows built over many years
HOW Is It Possible:
The out of the box capabilities are due to years of developing an incredible machine learning and AI database engine with combined 15 billion data points to pull from and a team of 45+ people that continue to monitor and add to it. This allows us to have the system up and running within days and then we will continue to build value by creating dashboards or reports that will drive a true ROI with improved agent engagement and customer experience.
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How compliant is your organization now?
Speech analytics is important for Compliance and Performance improvements and sometimes they are contradictory to one another but what sets us apart is we actually help you manage the two of them so they support each other and are improve together.
Our Speech Analytics is - Integrated Consumer Analytics Platform (ICAP)
Speech Analytics Process Flow and Security
Our Speech Analytics Feature List
01
Interactive Dashboards with Drill Down Capability
- Easily identify outlier agents on productivity metrics
- Focus QA time on remediations as opposed to call listening and analysis
- Identify drivers for successful calls and consumer satisfaction, and tack agent's effectiveness on them
02
Feature Rich Audio Player for Most Efficient Call Review
- Easily review LONG duration calls by navigating to specific events in calls and/or by searching for phrases within the transcripts
- Coach/Remediate call findings by updating score and/or adding comments directly from the audio player
03
Automated Training & Testing Based on Scorecard Results
- End-to-End solution options where Provana team validates disputes and provide responses
- Close the loop fromscorecards to training, testing and employee performance history trackina
- Gamification to drive engagement and improved performance
04
Automated Training & Testing Based on Scorecard Results
- End-to-End solution options where Provana team validates disputes and provide responses
- Close the loop from scorecards to training, testing and employee performance history tracking
- Gamification to drive engagement and improved performance
05
Automated Complaints and Dispute Management
- Customizable internal audit assessments and scorecards with corrective action tracking
- Do Not Call and call status validation
- Context Classification Model to drive accuracy
06
Script Adherence
- Specific disclosures, custom talk offs and predefined scripts
- Introduction, Closing Statements
- Verify Items that must be stated but were not stated
07
Active Supervised Learning
- High fidelity screening for compliance categories out of the box
- End-to-End solution option where Provana team manages
- Continued improvement with our Context Classification Model and our Al data sets to improve accuracy
08
Provana Al Experts and Customer Success Managers
- Custom BI dashboards and reporting on any data point for trend analysis and deeper insight:
- Fifteen billion data points to drive the Al
09
Multi language capability
- English
- Spanish
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