Innovation finalist for Top 10 Startups for 2025
Innovation City Cape Town has announced their finalists for the Top 10 SA Startups for 2025 and we at Callbi Speech Analytics are extremely proud to be among the finalists. Come and watch the live pitch event on 23 April here. Awards Night is the next night on 24 April.
Speech bubble corrections
Callbi now makes it easier than ever to fine-tune our speech recognition engine with your unique vocabulary. If you notice a transcription error, simply flag the incorrect word or selection of words in Callbi.
You identify & flag and we will correct & retrain the model.
This process is very secure: we extract just that snippet of audio and text, correct it, remove any personal information (PII), and then add it to our powerful model training pipeline.
To find out more about this and get info on how to use it click here. There is also a link to frequently asked questions.
Live Demos and Ethical AI Discussions Draw Strong Interest
We received an overwhelmingly positive response to our recent webinars diving into the ethical side of AI and giving a live demo of how AI-powered speech analytics is transforming contact centres.
It’s clear these conversations matter—helping to guide the contact centre industry towards more ethical, transparent, and inclusive practices.
The latest webinar that explored pressing ethical questions surrounding AI was hosted by Rod Jones and joined by expert panellists Francois van der Merwe (Otinga), Greg Serandos (African Academy of AI), James Guthrie (Smartz Solutions), Elvis Melia (Meliacred), and Johan Steyn.
Some interesting discussion points included whether AI can truly be unbiased, how to maintain empathy in an automated world, and the impact of AI on education and workforce changes. If you would like to watch the recorded webinar you can access it here.
The live demo of AI-Enhanced Speech Analytics at the end of 2024 also sparked a lot of interest.
Charl van Heerden, CEO of Saigen and a machine learning expert (with a PhD to prove it), delivered this live demo showing how AI-driven speech analytics is transforming contact centre operations. We especially loved the Q&A responses from industry veteran Anton Pretorius, in this session.
Missed it? Watch the full recording here.
Logical approaches and knowledge
Winston Churchill famously remarked in the house of commons, “Those that fail to learn from history are doomed to repeat it.” In our latest blog we retell a very interesting and inspiring story from chess history and then take a look at the potential impact of straightforward strategic practices in your contact centre.
The story is about Max Euwe, a high school mathematics teacher, who was an amateur in chess for most of his career. He managed to be the only player that ever defeated the great Alexander
Alekhine to become world champion for 2 years. His impact would increase after this with many chess books being written by him. Two interesting case studies are also discussed and some great tips and tricks given. Your calls already hold the answers: more in our latest blog.
Rod Jones celebrated
The year has just started and we are already celebrating: Rod Jones, Callbi’s Brand Ambassador, was named one of Vistio’s Top 10 CX Leaders to Follow.
Rod has been a pillar in the industry of customer service, contact centres, and BPO for over 50 years — and his impact only continues to grow. From launching the World Class Contact Centre MasterClass series to sharing deep insights as a writer, consultant, and Patron of the Africa Federation
of GBS Associations, Rod’s commitment to empowering the CX and BPO industry is unmatched.
Rod presented his 180th MasterClass in Harare, Zimbabwe this year, meaning to date over 5,000 delegates have attended Rod’s masterclasses. What a legacy!
We fully support Rod’s mission of knowledge-sharing and ethical development in CX. His dedication to uplifting people and shaping the future of the global contact centre space — and across Africa — is encouraging. Congratulations, Rod — this is well deserved.
Rod Jones and co-presenter, Iemraan Kara seen here with Old Mutual’s contact centre team under the leadership of Hazel Chitare
Rod Jones seen here at the TelOne CX contact centre in Harare with contact centre manager Allen Chigovera and his team
Visiting the world class Zimworx BPO contact centre in Harare, hosted by Zimworx Country Director Tonderai Nyakuhwa and finance manager, Tate Gotosa
Introducing Callbi's New Rating Sheets Feature
We are excited about the upcoming release of Callbi’s Rating Sheets feature. This added feature simplifies your contact centre’s QA processes by combining manual call evaluations with Callbi’s speech analytics—giving you a comprehensive view of call quality within a single platform.
With the Rating Sheets feature, your QA team can easily assess soft skills, compliance, and other conversational nuances that automated analytics alone may not capture. By consolidating manual and automated evaluations into one system, you eliminate the need for separate spreadsheets or third-party tools. This will save time and improve accuracy leading to faster, more consistent
evaluations, better coaching insights, and improved customer experiences.
Existing Callbi Customers will gain immediate access to a more efficient and effective QA process. Contact your customer success executive today to request a personalised demo.
If you are not using Callbi yet contact Rod Jones, Callbi Brand Ambassador, at rod@callbi.io to schedule a virtual demonstration.
This is a great opportunity to fine tune your quality assurance programme.
You Are Invited
Coffee with Callbi is a monthly interactive session especially for our existing customers (and interested newcomers who are welcome too). We do some training while gathering market feedback and finding out what matters to you. This is hosted by either of our customer success executives, Henriette Potgieter or Nosihle Mbatha and often facilitated by Callbi Brand Ambassador, Rod Jones. These sessions together are planned for the second Tuesday of every month.
You can expect actionable insights, expert tips, and an informal open forum to address your questions. Reserve your spot for our next Coffee with Callbi on the 13th of May at 9:00, and start your month right.
CT International’s success story
Omnichannel contact centres enable customers to contact you via various channels, such as WhatsApp, phone calls, email and texts.
Telviva recently published a case study in which they combined their omnichannel contact centre with Callbi’s speech analytics to achieve real, measurable improvements for a client: CT International.
We love enabling contact centres to reach their goals.
Read their case study for more details.
Introducing Callbi AI Labs: We fix problems
Callbi and Saigen have launched Callbi AI Labs, a joint initiative to tackle business challenges using AI and speech analytics. Callbi clients can submit their toughest data problems. Selected projects will receive a free one-month consultation from Saigen’s machine learning experts. Potential solutions could be integrated into Callbi’s platform, benefiting the entire community.
Our CEO Gert Fourie Charl van Heerden, CEO of Saigen, to introduce Callbi AI Labs on the Alphawave Group’s latest expert session.
Advanced AI and large language models were discussed as well as showing how they already solve client challenges.
Got a challenge? Reach out to us by emailing innovation@callbi.com and get started.
