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Callbi Speech Analytics
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Dashboard Overview
- One view with all your key metrics.
- See performance and interactions in real time.
- Spot issues early with clear visuals.
- Save time by cutting out manual reporting.
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Call Summaries
- Every call condensed into a clear, readable summary.
- Quickly grasp key topics, outcomes, and next steps.
- Cut down review time without losing context.
- Spot trends and recurring issues at a glance.
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Text Queries
- Search conversations like you would in Google.
- Instantly find calls with specific words or phrases.
- Uncover patterns and topics across large volumes of calls.
- Save hours by skipping manual call reviews.
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Agent Efficiency: Silences and Call Duration
- Track call duration and silences to measure efficiency.
- Identify where agents lose time or momentum.
- Highlight coaching opportunities with clear data.
- Support fair, evidence-based performance reviews.
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Agent Disposition
- Capture outcomes for every call with simple tagging.
- See how agents handle different customer scenarios.
- Spot patterns in resolutions, escalations, or follow-ups.
- Use clear outcomes to guide coaching and process improvements.
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Compliance Scorecards
- Track compliance with clear, structured scorecards.
- Quickly see if key checks and scripts were followed.
- Highlight gaps before they become risks.
- Give agents transparent, consistent feedback.
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Reports
- Turn raw call data into clear, actionable reports.
- Track trends across teams, topics, and time periods.
- Share insights easily with managers and stakeholders.
- Reduce manual effort with ready-to-use reporting.
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Q&A Insights
- Capture customer questions and agent responses automatically.
- Spot knowledge gaps or repeated customer concerns.
- Identify training needs based on real interactions.
- Use insights to improve scripts, FAQs, and coaching
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Rating Sheets
- Score agent performance with consistent rating sheets.
- Capture both quantitative and qualitative feedback.
- Simplify coaching with clear, structured results.
- Track improvement over time with comparable scores.
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Scorecards
- Standardise how agent interactions are assessed.
- Provide clear, structured feedback on every call.
- Highlight strengths and pinpoint areas for improvement.
- Support fair, transparent performance evaluations.
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What our
customers
say …
iWYZE started rolling Callbi out into our operations environment about three months ago. The capabilities have been of tremendous assistance.
We have been able to do 100% quality audits for over 200 calls in under an hour. Our business users have also embraced the tool as a whole and expressed appreciation for some of the features, such as the identification of key words and phrases and being able to fast track to the specific portions of the call that they needed to give focus to, reducing effort for each of them substantially.
