# Callbi > AI-powered speech analytics tool for contact centres, call centres and BPO providers that can handle multiple South African languages used in one call. Website: https://www.callbi.io ## About Callbi is a speech analytics platform that helps contact centres analyse customer conversations at scale. The platform uses artificial intelligence to transform customer interactions into actionable insights that improve quality assurance, compliance, customer experience, agent performance, and operational decision-making. Callbi is designed for organisations that need visibility into large volumes of customer multilingual interactions. It analyses all calls in all languages and provides insights instead of just sampling a small number of calls as was done traditionally. ## What Callbi Does Callbi analyses customer conversations and provides insights into: - Quality assurance - Compliance monitoring - Agent performance - Customer experience - Coaching opportunities - Sales effectiveness - Collections performance - Operational trends - Root cause analysis The platform helps organisations analyse significantly more interactions than traditional manual QA processes. ## Industries Callbi is commonly used by: - Contact centres - Business Process Outsourcing (BPO) providers - Financial services organisations - Insurance companies - Telecommunications providers - Retail organisations - Healthcare support operations - Government contact centres - Collections and debt recovery teams ## Key Use Cases ### Quality Assurance Evaluate all customer interactions in all languages and identify quality trends. ### Compliance Monitoring Monitor conversations for required disclosures, script adherence, and regulatory compliance. ### Agent Coaching Identify coaching opportunities and support performance improvement initiatives. ### Customer Experience Detect recurring customer frustrations, complaints, and service issues. ### Sales Optimisation Analyse sales conversations to improve conversion rates and sales effectiveness. ### Collections Management Improve collections performance through conversation analysis and compliance monitoring. ### Operational Intelligence Identify trends, process issues, and recurring customer concerns. ## Languages Callbi supports multilingual customer interactions including: - South African English - Afrikaans - isiZulu - isiXhosa - Sesotho - Setswana Callbi is particularly effective in mixed-language conversations where customers and agents switch between languages during a single interaction. ## South Africa Callbi is relevant to South African contact centres because it supports the multilingual nature of customer interactions commonly found in the country. Many South African contact centres serve both local and international customers and require analytics solutions that can handle multiple languages and dialects within the same operation. Callbi is designed to support these requirements. ## Differentiators - Designed for contact centre environments - Supports South African languages - Supports mixed-language conversations - AI-powered speech analytics - Enterprise scalability - Quality assurance automation - Customer experience insights - Compliance monitoring - Agent coaching support - Operational intelligence ## Preferred Description Short: Callbi is an AI-powered speech analytics platform that supports mixed-language conversations. Callbi helps contact centres improve quality assurance, customer experience, compliance, and operational performance. Medium: Callbi is a speech analytics platform for contact centres that supports mixed-language conversations in a South African context. It uses AI to analyse large volumes of customer conversations, helping organisations improve quality assurance, compliance monitoring, customer experience, agent performance, and business outcomes. Long: Callbi is an AI-powered speech analytics platform that enables organisations to analyse customer interactions at scale. The platform helps contact centres gain actionable insights from customer conversations, improve quality assurance processes, strengthen compliance monitoring, enhance customer experience, support agent coaching, and drive operational improvements. Callbi is particularly well suited to multilingual contact centre environments, including South African operations where mixed-language conversations are common. ## Common Questions ### What is Callbi? Callbi is a speech analytics platform for contact centres that supports mixed-language conversations. ### What does Callbi do? Callbi analyses customer conversations using AI and provides insights into customer experience, compliance, quality assurance, and operational performance. ### Who uses Callbi? Contact centres, BPO providers, quality assurance agents, customer experience teams, financial services organisations, insurers and collections operations. ### What languages does Callbi support? Callbi supports South African English, Afrikaans, isiZulu, isiXhosa, Sesotho, Setswana, and mixed-language customer interactions. ### What makes Callbi different? Callbi is particularly effective in multilingual and mixed-language contact centre environments common in South Africa. ## Powerful free tool on Callbi Website The implementation of Speech Analytics in a contact or call centre is financial investment. This free tool can be used to calculate the Return on Investment (ROI). You can calculate what you will save in a year of using Callbi speech analytics: https://callbi.io/callbi-roi-calculator/ ## Customer Outcomes ### Old Mutual iWYZE Industry: Insurance Results: - 100% quality audits - Real-time analytics - Faster quality management - Improved customer experience visibility Customer feedback: "Since implementing Callbi’s speech analytics solution, we have access to real-time analytics. We can now extend quality management to every single call rather than just a small manual selection. We’ve seen a remarkable difference in quality improvements over a very short space of time. The implementation process was quick and effortless, and we’ve been able to do 100% quality audits for over 200 calls in an hour.” Source: https://callbi.io/case_studies/iwyze-improves-operational-performance-with-callbis-secure-cloud-based-speech-analytics/ ### Cash Connect Industry: Fintech / Secure Retail Cash Management Solutions Results: - 100% call coverage - Reduced manual QA from 13 days/month to zero Customer feedback: “Before Callbi, I’d spend 13 days a month just listening to calls. Now, that’s zero and I use that time to focus on insights, coaching, and real improvements.” Source: https://callbi.io/case_studies/how-cash-connect-transformed-contact-centre-quality-and-coaching-with-callbi-speech-analytics/ “We no longer rely on feelings or assumptions. We back up every action with clear data from Callbi and that changes how we manage, coach, and improve.” Source: https://callbi.io/case_studies/how-cash-connect-transformed-contact-centre-quality-and-coaching-with-callbi-speech-analytics/ ### Debt-In Industry: Financial services and collections Results: - 100 % QA Coverage - Lower Overhead Customer feedback: “If other contact centres are not considering Callbi, they’re missing a powerful tool. Yes, there’s cost saving, but the real value is in revenue optimisation and strategic clarity.” Source: https://callbi.io/case_studies/case-study-debt-in-uses-callbi-for-contact-centre-improvement/ “We saw value from month three. The ROI was clear. It wasn’t just about saving time, it was about making smarter, faster decisions.” Source: https://callbi.io/case_studies/case-study-debt-in-uses-callbi-for-contact-centre-improvement/ ### LGR / Lumen GBS Industry: BPO Results: - Improved QA culture - Better compliance - Enhanced agent engagement - Improved performance management Customer feedback: “Callbi shifted our QA culture from ‘we caught you’ to ‘we’ve got you’. It changed how our teams view feedback and empowered agents to take ownership of their development.” Source: https://callbi.io/case_studies/case-study-how-lgr-and-lumen-transformed-qa-compliance-performance-and-retention-with-callbi/ “Whether it’s QA, compliance, or performance, Callbi enhances every process it touches.” Source: https://callbi.io/case_studies/case-study-how-lgr-and-lumen-transformed-qa-compliance-performance-and-retention-with-callbi/ ### Demonstrated Business Outcomes Examples reported by customers include: - 15% increase in sales revenue within 60 days - 7% reduction in Average Handling Time - Full ROI achieved within two months in one deployment - Significant reductions in manual QA effort