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# Callbi

Call Analytics Software for Contact and Call Centres that turns South African mixed language interactions into insights

## Sitemaps

- [XML Sitemap](https://callbi.io/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [Episode 1: AI in Contact Centres: What’s Changing and Why It Matters](https://callbi.io/episode-1-ai-in-contact-centres-whats-changing-and-why-it-matters/) - An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
- [Episode 2: From Efficiency to Experience: Where AI Is Already Delivering Results](https://callbi.io/episode-2-from-efficiency-to-experience-where-ai-is-already-delivering-results/) - An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
- [Episode 4: The Bigger Picture: Impact, Cost, and the Future of Contact Centre Operations](https://callbi.io/episode-4-the-bigger-picture-impact-cost-and-the-future-of-contact-centre-operations/) - Explore the AI impact on cost and future: reshape operations and enhance efficiency in customer experience contact centres.
- [Five Levels of Listening in Modern Contact Centres](https://callbi.io/five-levels-of-listening-in-modern-contact-centres/) - Listening sits at the heart of every meaningful customer interaction. This blog evaluates the quality of listening in modern contact centres.
- [Transforming Contact Centre Performance eBook Podcast Series: Episode 2](https://callbi.io/transforming-contact-centre-performance-ebook-podcast-series-episode-2/) - Episode 2 of our podcast series, where we unpack and discuss the ideas from Rod Jones’ eBook, Transforming Contact Centre Performance
- [Transforming Contact Centre Performance Podcast Series: Episode 1](https://callbi.io/transforming-contact-centre-performance-ebook-podcast-series-episode-1/) - Episode 1 of our podcast series where we unpack and discuss the ideas from Rod Jones’ eBook, Transforming Contact Centre Performance
- [Your contact centre is a goldmine of knowledge](https://callbi.io/your-contact-centre-a-goldmine-of-knowledge/) - Your contact centre is a goldmine of knowledge, where your customers are most honest. Listening to the voice of your customer is crucial.
- [New Product Features](https://callbi.io/new-product-features-june-2025/) - We’ve just launched two powerful updates that make managing your call centre easier, faster, and more insightful — right out of the box. Overview Dashboard You can now view the most important metrics for your call centre all in one place. No setup time required, we have done it all for you. Call Summaries No more
- [A strong year for the contact centre and BPO industry in SA](https://callbi.io/a-strong-year-for-the-contact-centre-and-bpo-industry-in-sa/) - 2025 has been a strong year for the call and contact centre sector in South Africa, creating tens of thousands of jobs.
- [Transforming Contact Centre Performance eBook Podcast Series: Episode 3](https://callbi.io/transforming-contact-centre-performance-ebook-podcast-series-episode-3/) - A look at how Callbi Speech Analytics turns the Voice of the Customer into real operational contact centre performance and efficiency.
- [Episode 5: The Human Impact of AI: Retention, Wellbeing and Leading Modern Teams](https://callbi.io/episode-5-the-human-impact-of-ai-retention-wellbeing-and-leading-modern-teams/) - An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
- [Episode 3: Building High-Performing Teams: Engagement, Productivity and Performance](https://callbi.io/episode-3-building-high-performing-teams-engagement-productivity-and-performance/) - An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
- [How To Use The Callbi Speech Analytics ROI Calculator](https://callbi.io/how-to-use-the-callbi-speech-analytics-roi-calculator/) - How to use the Callbi Speech Analytics ROI Calculator Exploring the Callbi Speech Analytics ROI Calculator comes with absolutely no risks or costs.It does, however, have potentially great benefits and will lay bare how small changes in your contact centre can have big financial consequences. One of the key fundamentals of running an effective and
- [Strategic Insights: Rod Jones interviews CX/EX & Contact Centre expert, Shadon Moodley](https://callbi.io/strategic-insights-rod-jones-interviews-cx-ex-contact-centre-expert-shadon-moodley/) - Explore the extraordinary story behind Johannesburg Stock Exchange's contact centre, fostering trust, humility, and community through dedicated service. Callbi Speech analytics for multilingual South African contact centres
- [Callbi Product Features Update | August 2025](https://callbi.io/callbi-product-features-update-august-2025/) - We’ve just launched two powerful updates: Rating Sheets for agent performance tracking, and isiXhosa language support in transcriptions — bringing you closer to your customers than ever before. Rating Sheets Easily manage call reviews with Rating Sheets — complete templates, assign follow-ups, and track quality in one place. Rating Sheets has launched! All users now
- [Transforming Contact Centre Performance eBook Podcast Series: Episode 5](https://callbi.io/transforming-contact-centre-performance-ebook-podcast-series-episode-5/) - An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
- [Determining the Real Benefits of Speech Analytics](https://callbi.io/determining-the-real-benefits-of-speech-analytics/) - Determining the Real Benefits of Speech Analytics Speech analytics has become an essential technology used in modern contact centres. It has the capacity to help you gain deeper visibility, better quality assurance, improved compliance, smarter coaching, while reducing operational costs. But there is one question every organisation should ask before implementing it: what is the
- [Transforming Contact Centre Performance eBook Podcast Series: Episode 4](https://callbi.io/transforming-contact-centre-performance-ebook-podcast-series-episode-4/) - An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
- [November Newsletter](https://callbi.io/nov-newsletter/) - In this edition, we’re kicking things off with two incredible real-world case studies. You’ll get a quick look at how Cash Connect and Debt-IN are using Callbi to run more efficient contact centres.We’ll also share some of the latest Callbi features, highlights from recent events and exhibitions, and invite you to join upcoming live discussions
- [The Truth About Speech Analytics](https://callbi.io/the-truth-about-speech-analytics/) - Clear advantages of Speech Analytics at Contact Centres Speech analytics is an incredible tool that has the potential to significantly improve contact centre operations. Better operational efficiency will have a direct impact on contact centre cost savings with faster ROI. Correct implementation of Speech Analytics in Contact centres will lead to greater customer satisfaction and experience. Regulatory
- [Assessing the quality of customer interactions](https://callbi.io/rating-sheets-feature/) - Changing Quality Assurance with Callbi's Rating Sheets Feature In the highly competitive world of customer experience (CX) and business process outsourcing (BPO), contact centres face an ongoing challenge: how to accurately and efficiently assess the quality of customer interactions. Speech analytics solutions like Callbi have already transformed how contact centres monitor and evaluate calls, providing
- [April Newsletter](https://callbi.io/april-newsletter/) - This edition of our newsletter rounds up the highlights from the past few months: new features, exciting initiatives, live discussions, success stories, and the people driving it all. From being named one of South Africa’s Top 10 Startups to launching impactful tools and leading important conversations around AI, we’re proud of the momentum—and grateful to
- [Logical approaches and knowledge](https://callbi.io/logical-approaches-and-knowledge/) - The potential impact of straightforward strategic practices in your contact centre Max Euwe, a high school mathematics teacher from the Netherlands, was an amateur in chess for most of his career. He could only play competitive chess during school holidays, so his opportunities for international chess games were very restricted. Max Euwe, however, left everyone
- [AI Ethics in CX, Contact Centres, and BPO](https://callbi.io/ai-ethics-in-cx-contact-centres-and-bpo/) - Just as a chess player carefully strategises each move, contact centre leaders must constantly analyse customer interactions to guide their agents in the right direction strategically.
- [Mastering Contact Centre Chess](https://callbi.io/mastering-contact-centre-chess/) - Just as a chess player carefully strategises each move, contact centre leaders must constantly analyse customer interactions to guide their agents in the right direction strategically.
- [Climbing the Peaks of a Diverse CX Landscape](https://callbi.io/climbing-the-peaks-of-a-diverse-cx-landscape/) - How Interaction Analytics Elevates South African Contact Centres South Africa is bursting with vibrant cultures and languages. It’s beautiful, but it can pose a real challenge for businesses. Imagine trying to understand your customers when they speak any one of 11 different languages! That’s the reality for contact centres across the nation.These customer interactions are
- [Blazing the Trail of Customer Experience: Using Speech Analytics for CX Excellence](https://callbi.io/blazing-the-trail-of-customer-experience-using-speech-analytics-for-cx-excellence/) - Data drives almost every aspect of business today. Companies use this data to better understand customer needs and preferences and improve customer experiences (CX). Speech analytics is a powerful tool for improving customer experience (CX). It offers valuable insights into customer sentiment, behaviours, and needs, helping businesses understand their customers. With this in mind, let’s explore
- [Climbing the Summit of Compliance: How Speech Analytics Transforms Call Centers](https://callbi.io/climbing-the-summit-of-compliance-how-speech-analytics-transforms-call-centers/) - For today’s call centres, compliance is often an uphill battle, yet it’s a necessity that cannot be overlooked. Complex regulations, particularly in industries like finance and healthcare, make compliance difficult to maintain. But, the right tools can turn this challenge into an advantage. That’s where speech analytics comes in. Far from being just a monitoring
- [Planning to Climb a CX Mountain? You Need a Great Compliance Backpack](https://callbi.io/planning-to-climb-a-cx-mountain-you-need-a-great-compliance-backpack/) - Delivering exceptional customer experience (CX) is more than just good service – it’s the lifeblood of business growth. Companies that prioritise CX build stronger customer relationships, increase loyalty, and see tangible improvements in brand reputation and revenue. However, CX is often seen as being at odds with another crucial component of successful contact centres: compliance.
- [Setting Sail for Exceptional Customer Experiences](https://callbi.io/setting-sail-for-exceptional-customer-experiences/) - Building The Ultimate Customer Experience Contact Centre Think of your business’s customer experience goals as a ship setting sail – to reach your destination, everyone needs to be on board, working in harmony towards the same goals. Delivering exceptional customer service isn’t just the responsibility of one department; it requires a unified, company-wide effort. And
- [Harnessing Speech Analytics to Boost Call Centre C-SAT](https://callbi.io/harnessing-speech-analytics-to-boost-call-centre-c-sat/) - Boosting Your Call Centre's C-SAT: The Art and Science of Customer Satisfaction Wouldn’t it be fantastic if you could easily measure every facet of your contact centre, flatten it out in a graph and make all your great leadership decisions based on these numbers? Smooth sailing all the way instead of row row row your
- [Charting a Course to Contact Centre Success with C-SAT Scores and Speech Analytics](https://callbi.io/contact-centre-success-with-c-sat-scores-speech-analytics/) - Discover how C-SAT scores and speech analytics can improve customer loyalty, boost staff morale, and achieve sustainable growth for your call centre.
- [Conquering Contact Center Compliance Mountains Instead of Trying to Move Them](https://callbi.io/conquering-contact-center-compliance-mountains-instead-of-trying-to-move-them/) - Compliance in contact centres isn’t optional—it’s mandatory. Think of it as the foundation of your entire operation. And while it might seem like facing a steep mountain – daunting at first glance – with the right tools and strategy, it’s not only climbable, it’s essential for success. Quality assurance (QA) is the gear that ensures you
- [Into the deep of contact centre management](https://callbi.io/into-the-deep-of-contact-centre-management/) - Captain your contact centre into the deeper waters of customer delight Still puzzling over the key performance metrics in your contact centre? Below we discuss techniques and technology that will help you to confidently captain your contact centre from the shallows of mere customer satisfaction into the deeper waters of customer delight. Navigating techniques and
- [Exploring Callbi's Features and an Incredible Call Center Success Story](https://callbi.io/exploring-callbis-features-and-an-incredible-call-center-success-story/) - Newsletter July 2024 This newsletter highlights Callbi’s powerful new features and success stories. Learn more about our features and find out how Callbi’s advanced analytics achieved significant financial savings and operational efficiency for a new customer. Over 100 deployments! When Callbi Speech Analytics was introduced to the South African contact centre and BPO industry a
- [Measuring the ROI of Speech Analytics: A Comprehensive Guide](https://callbi.io/measuring-the-roi-of-speech-analytics-a-comprehensive-guide/) - A Guide to Measuring the ROI of Speech Analytics When it comes to speech analytics, determining the return on investment (ROI) is crucial for businesses looking to leverage this technology effectively. To stay ahead of the curve, contact centres are now using speech analytics solutions to gather valuable insights from customer interactions. Implementing speech analytics
- [AI in Contact Centre Management - Limitations & Capabilities](https://callbi.io/ai-in-contact-centre-management-limitations-capabilities/) - In the fast-paced evolution of contact centre technology, the allure of Artificial Intelligence (AI) as a remedy for all operational challenges is a myth. While AI brings transformative capabilities, it's crucial to dispel the notion that it is the single answer to every woe faced in contact centre management. Understanding both its limitations and capabilities
- [Remote Contact Centre Management - The Benefits and Considerations](https://callbi.io/remote-contact-centre-management-the-benefits-and-considerations/) - The landscape of contact centre management has undergone a remarkable transformation, with the increasing trend of remote work. In a paradigm shift from the pre-COVID era where 100% in-office work was the norm, today's telecommunications business, in particular, has witnessed a drastic shift towards the work-from-home model. With the majority of individuals seamlessly operating from
- [Henriette's View on Speech Analytics](https://callbi.io/henriettes-view-on-speech-analytics/) - Extracts from the Rod'sPod episode with Henriette Potgieter, Calbi's Customer Success Executive Henriette currently holds the position of Customer Success Executive at Callbi Speech Analytics. She and her team are also responsible for the on-boarding and training of Insights Analysts for well over 120 Callbi customers. Here's what she had to say: How she sees
- [Improve ROI In 2024 By Re-Evaluating Your Contact Centre Quality Assurance](https://callbi.io/improve-roi-in-2024-by-re-evaluating-your-contact-centre-quality-assurance/) - Quality assurance (QA) has always been the bedrock of excellence in contact centres, ensuring that customer interactions meet predefined standards of service quality. Traditionally, measuring QA posed numerous challenges for contact centre managers, leading to inconsistencies, limited insights, and missed opportunities for improvement. However, the introduction of speech analytics has ushered in a paradigm shift
- [Optimising Contact Centre Management By Reassessing The Measurement Of Average Handle Time (AHT)](https://callbi.io/optimising-contact-centre-management-by-reassessing-the-measurement-of-average-handle-time-aht/) - Average handle time (AHT) remains a vital metric for contact managers looking to optimise their operations. Traditionally, measuring AHT posed significant challenges for contact centre managers. However, the introduction of speech analytics introduced a simple, but very insightful, method of monitoring this metric. In this exploration, we will be unpacking the traditional AHT measurement methods
- [Enhancing First Contact Resolution (FCR) to Boost Contact Centre ROI in 2024 - Here's How](https://callbi.io/enhancing-first-contact-resolution-fcr-to-boost-contact-centre-roi-in-2024-heres-how/) - First Contact Resolution (FCR) is often tossed aside in the race towards embracing cutting-edge technologies. What's more, this disregard has resulted in a decline in customer satisfaction and, hence, a missed opportunity to improve return on investment (ROI). According to a study conducted by SQM Group, a 1% improvement in First Contact Resolution (FCR) can
- [Contact Centre Management: Improving KPI Measurement](https://callbi.io/contact-centre-management-improving-kpi-measurement/) - Transforming The Way You Assess The Success Of Your Operations Many businesses stick religiously to gut feelings when it comes to KPI measurement. And for decades contact centre managers have relied on traditional methods to gauge KPIs. The problem? It's wildly inaccurate, outdated, and it's costing you. Over the last decade, speech analytics has transformed
- [Maximising Contact Center Performance](https://callbi.io/maximising-contact-center-performance/) - How Callbi Speech Analytics Provides 100% Call Coverage and Deep Insights Contact centres are constantly pressured to deliver excellent customer experiences while maintaining operational efficiency and compliance. To achieve these goals, managers must monitor and assess 100% of all conversations to identify areas for improvement and make data-driven decisions. However, manually monitoring and assessing every
- [Case Study: iWYZE Improves Operational Performance With Callbi’s Secure, Cloud-Based Speech Analytics](https://callbi.io/case-study-iwyze-improves-operational-performance-with-callbis-secure-cloud-based-speech-analytics/) - Traditional monitoring with tick sheets and spreadsheets used to be the only way of managing call centre quality and compliance. But when you consider the sheer volume of customer engagements typical in a call centre, this approach is simply too time-consuming and costly to add any real value. Plus, it can’t deliver the rich insights
- [Achieving 100% Quality Assurance with Callbi Speech Analytics](https://callbi.io/achieving-100-quality-assurance-with-callbi-speech-analytics/) - How to Ensure Every Conversation Meets Your Standards Quality assurance is a critical component of any contact centre’s operations. By monitoring and assessing 100% of all conversations, managers can ensure that their agents are meeting the company's standards for customer experience and compliance. However, manually assessing every call can be time-consuming and extremely costly. Callbi
- [Achieving 100% Call Coverage with Callbi Speech Analytics](https://callbi.io/achieving-100-call-coverage-with-callbi-speech-analytics/) - How to Monitor Every Conversation Across Multiple Languages Monitoring and analysing 100% of all customer interactions is crucial for contact centres to drive operational performance and customer satisfaction. However, with the rise of multilingual contact centres, monitoring every conversation can be challenging. That's where Callbi Speech Analytics comes in, providing insights across multiple languages, such
- [The business case for speech analytics](https://callbi.io/the-business-case-for-speech-analytics/) - Customer experience is evolving, and more than ever contact centres need to keep up to date with modern technologies to remain relevant and competitive. Speech analytics is changing the way that contact centres operate by providing extremely powerful features that enables this critical customer contact point to deliver far better service, and resolve queries faster.
- [Translating context: the power of the human voice](https://callbi.io/translating-context-the-power-of-the-human-voice/) - Discovering the depths of conversations through an in-depth understanding of language pathology and human engagement The human voice can become the organisation’s most valuable asset – understanding it, interpreting it and using it to transform communication, collaboration and business insights. As customers increasingly learn to vote with their feet in competitive markets, it has never

## Pages

- [Home](https://callbi.io/) - Callbi Call Analytics Software for Contact Centres has AI intelligence that turns South African mixed language interactions into insights
- [Callbi | ROI Calculator 2](https://callbi.io/callbi-roi-calculator-2-2/) - Callbi ROI Calculator See how AI-powered interaction analytics can reduce costs and improve efficiency in your contact centre. Speak to us Callbi Analytics ROI Calculator 📊 Your Contact Centre 👇 Enter your actual data below to calculate your savings Number of Agents 👤 Total Monthly Call Volume 📞 Auto Estimated from agents (~1,500 calls/agent) ⚠️
- [Callbi | ROI Calculator Personalised Report](https://callbi.io/roi-calculator-personalised-report/) - Callbi ROI Calculator Personalised Report Please complete the form and we will send your personliased ROI report This field is hidden when viewing the formFirst name(Required)This field is hidden when viewing the formLast name(Required)Name First Last Email*(Required)Phone number(Required)Company*(Required)Job title(Required)Country*(Required)Do you have a contact centre?*(Required) Yes No Number of agents(Required)Check boxes Keep me informed about speech
- [404 page](https://callbi.io/404-page/)
- [Callbi ROI Calculator | Learn More](https://callbi.io/callbi-roi-calculator-learn-more/) - See how Callbi can reduce costs and improve performance, using the Callbi ROI Calculator. ROI is shown as a factor such as 15x — R15 saved for every R1 invested
- [Library Items](https://callbi.io/resources/library-items/) - Callbi library Stay in the know with brochures, ebooks, guides and training eBook: Executive Insomnia: What keeps CX Executives awake at night? How AI can Improve CX in Contact Centres? Executive Insomnia explores the real operational pressures facing contact centre leaders and how AI can help reduce the stress behind Read more » eBook: How
- [Rod's Pod](https://callbi.io/rods-pod/) - Rod’s Pod News, views and interviews about the trends, tactics, techniques and technologies of CX, call centres and the global BPO sector. Deep Dive Discussion #5 of 5: Sustaining success and turning insights into lasting action Deep Dive Discussion #4 of 5: Empowering people Deep Dive Discussion #3 of 5: Transforming CX and efficiency with
- [Callbi | ROI Calculator](https://callbi.io/callbi-roi-calculator/) - Callbi ROI Calculator See how AI-powered interaction analytics can reduce costs and improve efficiency in your contact centre. Speak to us Callbi Analytics ROI Calculator 📊 Your Contact Centre 👇 Enter your actual data below to calculate your savings Number of Agents 👤 Total Monthly Call Volume 📞 Auto Estimated from agents (~1,500 calls/agent) ⚠️
- [Resources](https://callbi.io/resources/) - Resources Browse our articles or explore our library for insights and tools to best utilise speech analytics within your business Blog Case Studies Webinars Library Podcasts Promotional Videos & Training Newsroom FAQ Featured blog articles View all posts Episode 3: Building High-Performing Teams: Engagement, Productivity and Performance An inside look at how Callbi Speech Analytics
- [Case Studies](https://callbi.io/resources/case-studies/) - Callbi Case Studies See what our Customers are saying Case Study: How Mobalyz Uses Callbi to Turn Voice into Strategy, Improve Accountability, and Reduce Repeat Calls Mobalyz, a financial services and vehicle finance organisation operating in a highly multilingual contact centre environment, needed greater visibility into Read more » Case Study: How Evolution Credit Management
- [Callbi Demo](https://callbi.io/request-a-demo/) - Callbi makes speech analytics easy Book Your Demo Today See Why Contact Centres Choose Callbi Request a Demo This field is hidden when viewing the formFirst name(Required)This field is hidden when viewing the formLast name(Required)Name First Last Email*(Required)Phone number(Required)Company*(Required)Job title(Required)Country*(Required)Do you have a contact centre?*(Required) Yes No Number of agents(Required)Check boxes Keep me informed about
- [Callbi | Demo](https://callbi.io/callbidemo/) - Watch a live demo of Callbi Speech Analytics Watch Demo 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. Play Feature Call Summaries Every call condensed into a clear, readable summary.Quickly grasp key topics, outcomes, and next steps.Cut
- [Why Callbi](https://callbi.io/why-callbi/) - Callbi makes speech analytics easy "Speech analytics has become essential to all contact centres - it's no longer an option or a nice-to-have" What makes Callbi Speech Analytics unique? For South African languages, Callbi is the Most Accurate Speech Analytics Solution Callbi is the only Speech Analytics solution in the world that caters for South
- [Google Form Embed Host](https://callbi.io/forms-host/) - Form not found.
- [Callbi Speech Analytics | Overview](https://callbi.io/overview/) - Callbi specialises in Speech Analytics that drives improved Contact Centre performance and transforms every customer interaction into actionable insights.
- [Information security](https://callbi.io/information-security/) - Information security The protection of your data is our highest priority. ISO27001Callbi is ISO27001 certified, which focuses on risk management and data security.Callbi understands how important the security and privacy of your data is. Ensuring our platform remains secure is vital to maintain the trust of our customers and essential to build a sustainable business.You
- [Callbi New Feature](https://callbi.io/transcript-improvement/) - Introducing Callbi'sTranscript ImprovementFeature Callbi now makes it easier than ever to fine-tune our industry-leading speech recognition engine with your unique vocabulary. If you notice a transcription error, simply “flag” the incorrect word or selection of words in Callbi. We’ll securely extract just that snippet of audio and text, correct it, remove any personal information (PII), and
- [FAQ](https://callbi.io/resources/faq/) - FAQ We are here to help you find the answers you're looking for Product-related questions How can speech analytics increase revenue?Icon_Accordion PLUS BlueIcon_Accordion MINUS BlueThe appropriate use of speech analytics technologies can achieve cost-saving efficiency and productivity benefits. The root causes of successful or failed calls can easily be identified by analysing historical and current
- [Why Speech Analytics](https://callbi.io/why-speech-analytics/) - Why speech analytics? "Listen to the voice of the customer ... every single word" 12 great reasons to deploy speech analytics in your contact centre Cost savings and increased revenueIcon_Accordion PLUS BlueIcon_Accordion MINUS BlueCallbi speech analytics helps management identify inefficiencies in processes, agent behaviour, and technology. By identifying areas for improvement, Callbi enables cost-saving strategies
- [Callbi Videos](https://callbi.io/resources/callbi-videos/) - Callbi videos & webinars Upskill yourself in the art of speech analytics with our library of videos and webinars Upcoming webinars 3 Dec 2024 AI-Enhanced Analytics Drives CX and Contact Centre Performance Training & demo Videos TeleSales: The Tactics, Techniques & Technologies How to Automate Quality Assurance & Compliance Webinar Moving from Insights to Business
- [About Us](https://callbi.io/about-us/) - About us Callbi specialises in Speech Analytics that drives improved Contact Centre performance Experts in South African languages: Callbi delivers powerful Speech Analytics with 25 years of technology experience Callbi transforms every customer interaction – calls, chats, social media – into actionable insights. Callbi “listens” to the Voice of the Customer by analysing 100% of all
- [Contact](https://callbi.io/contact/) - Contact us Get in touch for any queries and we'll get back to you as soon as possible Emailinfo@callbi.io AddressMeson StreetTechnoparkStellenbosch7600South Africa First name*(Required)Last name*(Required)Company*(Required)Email*(Required)Job titlePhone number (optional)Do you have a call centre? Yes No MessageCheck boxes I would like to receive the bi-monthly Callbi newsletter
- [Cookies Policy](https://callbi.io/cookie-policy/) - Callbi Cookie Policy Version 1 Date: 1 March 2020 This Cookie Policy explains what cookies are, how we use them on our Website and what your rights and options are to control, use or deactivate them.If you choose to not disable cookies on your web browser or opt-out as described below, we will assume that
- [Blog Posts](https://callbi.io/resources/blog-posts/) - Callbi blog Stay in the know with our featured blogs and articles to best utilise speech analytics within your business Episode 3: Building High-Performing Teams: Engagement, Productivity and Performance An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation…. Read more Episode 4:
- [Privacy Policy](https://callbi.io/privacy-policy/) - Callbi Privacy Policy Version 2 Date: 26 March 2021 These terms set out how Callbi collects, uses and processes the information Callbi collects when you use the Callbi Software which includes use of the online databases, browser interfaces and documentation, and the callbi.io website respectively and sets out the rights and obligations that both you
- [Service Agreement](https://callbi.io/service-agreement/) - Service Agreement Access the Callbi Software as a Service Agreement Access the Callbi Software as a Service Agreement ("terms and conditions") via the Help desk after logging into the Callbi web application, or request it via the contact form below if you don't yet have a Callbi account Email info@callbi.io Address Meson StreetTechnoparkStellenbosch7600South Africa First
- [Pricing](https://callbi.io/pricing/) - Pricing Callbi makes Speech Analytics affordable for all contact centres Pilot Packages Obligation Free 3-month Package Tailored for Contact Centres With 20 – 50 Agents Includes Setup & Training Please complete the form below to receive a detailed quotation. First name*(Required)Last name*(Required)Email*(Required)Phone number (optional)CountryCompany*(Required)Number of agentsCheck boxes(Required) Keep me informed about speech analytics and relevant
- [Terms of Use](https://callbi.io/terms-of-use/) - Security at Callbi Callbi takes security seriously and we work hard at ensuring that we implement the right security controls to protect your call data so that you may use our services with confidence Compliance and regulations Web Services Certified Callbi holds a valid Certificate of Vulnerability Assessment & Penetration Testing. PoPIA Callbi’s business processes,
- [Security Info & Certificates](https://callbi.io/security-info-certificates/) - Postea percipit id eum, modo constituto efficiantur Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. Overview Lorem ipsum dolor sit ametNisl tractatos AdipisciPostea precipit First name*(Required)Last name*(Required)Email*(Required) Check boxes Keep me informed about speech analytics and relevant related matters
- [Brochures gated](https://callbi.io/resources/brochures-gated/) - Postea percipit id eum, modo constituto efficiantur Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. Overview Lorem ipsum dolor sit ametNisl tractatos AdipisciPostea precipit First name*(Required)Last name*(Required)Email*(Required)CAPTCHACheck boxes(Required) Keep me informed about speech analytics and relevant related matters I agree with the Privacy Policy
- [News](https://callbi.io/resources/news/) - Newsroom Callbi Speech Analytics solution for South African dialects Read article Compliance and complexity: Data privacy in the contact centre Read Article Callbi Speech Analytics joins Debt Collection Southern Africa Conference as a Silver Sponsor Read Article Callbi Speech Analytics solution for South African dialects Read article Compliance and complexity: Data privacy in the contact
- [Campaign Landing Page](https://callbi.io/campaign-landing-page/) - 10 Reasons to Deploy Speech Analytics in your Call Centre “Speech Analytics has become essential to all contact centres – it’s no longer a nice-to-have” Download Your Free PDF In this ground-breaking guide, we cover: 1. How To Guarantee an Easy and Seamless Experience For Your Customers 2. How To Ensure No Calls Slip Through
- [Blog](https://callbi.io/blog/)

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- [Library item](https://callbi.io/?elementor_library=library-item) - Library item Overview Episode 3: Overview Welcome to Episode 3 of the Executive Insomnia podcast series, where we continue unpacking the ideas from Rod Jones’ eBook, Executive Insomnia: What keeps CX Executives awake at night? How AI can Improve CX Contact Centres.In the last episode, we explored how AI is already improving efficiency across contact
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- [Webinar](https://callbi.io/?elementor_library=webinar) - Webinar Topic Date & Time Speakers Summary Episode 3: Overview Welcome to Episode 3 of the Executive Insomnia podcast series, where we continue unpacking the ideas from Rod Jones’ eBook, Executive Insomnia: What keeps CX Executives awake at night? How AI can Improve CX Contact Centres.In the last episode, we explored how AI is already
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- [Blog Template](https://callbi.io/?elementor_library=blog-template) - Blog Template October 19, 2022 Episode 3: Overview Welcome to Episode 3 of the Executive Insomnia podcast series, where we continue unpacking the ideas from Rod Jones’ eBook, Executive Insomnia: What keeps CX Executives awake at night? How AI can Improve CX Contact Centres.In the last episode, we explored how AI is already improving efficiency
- [Case Study Template](https://callbi.io/?elementor_library=case-study-template) - Case Study Template OVERVIEW Traditional monitoring with checklists and spreadsheets used to be the only way of managing call centre quality and compliance. But when you consider the sheer volume of customer engagements typical in a call centre, this approach is simply too time-consuming and costly to add any real value. Plus, it can’t deliver
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- [News Template](https://callbi.io/?elementor_library=news-template) - News Template Sign up to our newsletter Episode 3: Overview Welcome to Episode 3 of the Executive Insomnia podcast series, where we continue unpacking the ideas from Rod Jones’ eBook, Executive Insomnia: What keeps CX Executives awake at night? How AI can Improve CX Contact Centres.In the last episode, we explored how AI is already
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- [Callbi Success (Revised 13 Feb)](https://callbi.io/?elementor_library=callbi-success-revised-13-feb) - Callbi Success Inbound services Problem Identified Callbi analytics indicated significant inefficiencies in overall call-handling processes and techniques in this contact centre, resulting in inordinately high AHT.Applied solution and resultsAfter Callbi-based interventions were introduced, AHT was reduced by 17%, operations were able to reduce agent headcount and substantial savings are expected. 17% reduction in AHT Agent
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- [Blue section for mobile](https://callbi.io/?elementor_library=blue-section-for-mobile) - Speech Analytics Made Easy “Speech Analytics has become essential to all contact centres – it’s no longer an option nor nice-to-have” Easy To Use Easy To Use Easy To Afford Easy Anywhere
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## Videos

- [AI-Enhanced Analytics Drives CX and Contact Centre Performance](https://callbi.io/videos/ai-enhanced-analytics-drives-cx-and-contact-centre-performance/) - Discover how AI-driven insights can transform contact centre performance and compliance. Dr Charl van Heerden CEO at Saigen performs a live demo on leveraging large language models to extract actionable data from English and Zulu call recordings. Following the demo, Charl is joined with Rod Jones who leads a panel discussion with CX veteran Anton
- [Coffee With Callbi 2 August '22 2](https://callbi.io/videos/coffee-with-callbi-2-august-22-2/)
- [TeleSales: The Tactics,  Techniques & Technologies](https://callbi.io/videos/telesales-the-tactics-techniques-technologies/)
- [Will Callbi Replace Human Quality Assurance Professionals?](https://callbi.io/videos/will-callbi-replace-human-quality-assurance-professionals/)
- [Coffee With Callbi 7 July '22](https://callbi.io/videos/coffee-with-callbi-7-july-22/)
- [The Ideal Attributes of a Callbi Champion](https://callbi.io/videos/the-ideal-attributes-of-a-callbi-champion/)
- [Coffee With Callbi 2 August '22](https://callbi.io/videos/coffee-with-callbi-2-august-22/)
- [Callbi Goals Training](https://callbi.io/videos/callbi-goals-training/)
- [Moving from Insights to Business Intelligence](https://callbi.io/videos/moving-from-insights-to-business-intelligence/)
- [How to Automate Quality Assurance & Compliance Webinar](https://callbi.io/videos/how-to-automate-quality-assurance-compliance-webinar/)

## Downloads

- [eBook: Executive Insomnia: What keeps CX Executives awake at night? How AI can Improve CX in Contact Centres?](https://callbi.io/downloads/ebook-executive-insomnia-what-keeps-cx-executives-awake-at-night-how-ai-can-improve-cx-contact-centres/) - Executive Insomnia explores the real operational pressures facing contact centre leaders and how AI can help reduce the stress behind everyday CX challenges.
- [eBook: How To Drive Performance Improvements In Your Collections Or Debt Recovery Call Centre](https://callbi.io/downloads/ebook-how-to-drive-performance-improvements-in-your-collections-or-debt-recovery-call-centre/) - Speech analytics helps collections and debt recovery contact centres improve compliance, operational performance, agent effectiveness, and collections outcomes by turning customer conversations into actionable business intelligence.
- [eBook: Compliance & Quality: Speech Analytics’ Role in Redefining Contact Centre Operations](https://callbi.io/downloads/ebook-compliance-quality-speech-analytics-role-in-redefining-contact-centre-operations/) - Speech analytics is no longer simply a monitoring tool. It has become a strategic business intelligence asset that helps organisations improve compliance, enhance customer experience, strengthen operational performance, and build long-term customer trust in an increasingly regulated and customer-centric world.
- [eBook: The Importance of Customer Satisfaction (C-SAT) Scores and How to Improve Them](https://callbi.io/downloads/ebook-the-importance-of-customer-satisfaction-c-sat-scores-and-how-to-improve-them/) - Customer satisfaction improves when contact centres reduce customer effort, improve agent interactions, and use customer insights to create faster, more personalised, and more effective service experiences.
- [eBook: The Importance of Monitoring and Analysing 100% of Recorded Calls](https://callbi.io/downloads/ebook-the-importance-of-monitoring-and-analysing-100-of-recorded-calls-2/) - Monitoring and analysing 100% of recorded calls gives contact centres deeper operational visibility, improves compliance and quality assurance, and helps organisations turn customer conversations into actionable business intelligence.
- [eBook: Top KPI's for your Contact Centre](https://callbi.io/downloads/ebook-top-kpis-for-your-contact-centre/) - Understanding the right contact centre KPIs helps organisations improve operational efficiency, customer satisfaction, agent performance, and business outcomes by turning everyday interaction data into actionable insights.
- [eBook: Ten Reasons to Deploy Speech Analytics in you Call Centre or Contact Centre](https://callbi.io/downloads/ebook-ten-reasons-to-deploy-speech-analytics-in-you-call-centre-or-contact-centre/) - Speech analytics helps contact centres uncover hidden insights, improve compliance, strengthen agent performance, and make smarter operational decisions by analysing 100% of customer interactions.
- [Case Study How Debt-IN Uses Callbi to Deliver Consistent QA, Sharpen Strategy, and Strengthen Compliance](https://callbi.io/downloads/case-study-how-debt-in-uses-callbi-to-deliver-consistent-qa-sharpen-strategy-and-strengthen-compliance/) - Find out how a leading company such as iWYZE generated accurate customer experience insights through the deployment of Callbi Speech Analytics. With Callbi the implementation process was quick and effortless, and iWYZE has been able to do 100% quality audits for over 200 calls in an hour.
- [eBook: Transforming Contact Centre Performance](https://callbi.io/downloads/ebook-transforming-contact-centre-performance/) - Turning every customer conversation into actionable insights that drive performance, compliance, and customer satisfaction.
- [Callbi Product Overview Brochure](https://callbi.io/downloads/overview-brochure/) - Callbi is a global speech analytics software solution. In this brochure, we break down exactly how Callbi makes speech analytics easy to deploy, use and add value to your business. Discover business intelligence, at a surprisingly low cost.
- [Case Study: Old Mutual's iWYZE Deploys Callbi Speech Analytics with Remarkable Success](https://callbi.io/downloads/case-study-old-mutuals-iwyze-deploys-callbi-speech-analytics-with-remarkable-success/) - Find out how a leading company such as iWYZE generated accurate customer experience insights through the deployment of Callbi Speech Analytics. With Callbi the implementation process was quick and effortless, and iWYZE has been able to do 100% quality audits for over 200 calls in an hour.
- [Case Study: Blake Partners With Callbi](https://callbi.io/downloads/case-study-blake-partners-with-callbi/) - Find out how a leading company such as Blake gained actionable insights from their voice data. To put this into perspective, Blake makes 5,400,000 outbound calls on a monthly basis as well as 190,000 inbound calls fielded from customers. This gave Blake a big opportunity to gain invaluable insights by using speech analytics.
- [eBook: Embracing Change - The Future of BPO and CX in the Age of Remote Work](https://callbi.io/downloads/ebook-embracing-change-the-future-of-bpo-and-cx-in-the-age-of-remote-work/) - Balancing technology, security, and human elements in work-from-home models.
- [eBook: The Rise (and Fall) of the Bots - How to Avoid Over-Boterisation](https://callbi.io/downloads/ebook-the-rise-and-fall-of-the-bots-how-to-avoid-over-boterisation/) - Dive into the dynamics of AI in customer service.
- [eBook: Achieving Call Center Excellence](https://callbi.io/downloads/ebook-achieving-call-center-excellence/) - A practical guide to unleashing the power of speech analytics for performance and compliance.
- [eBook: The Importance of monitoring and analysing 100% of recorded calls](https://callbi.io/downloads/ebook-the-importance-of-monitoring-and-analysing-100-of-recorded-calls/) - There are basically five very good reasons why call centres and contact centres are rapidly starting to deploy speech analytics technologies.
- [eBook: Benefits of Speech Analytics for Contact Centres](https://callbi.io/downloads/benefits-of-speech-analytics-for-contact-centres/) - Speech analytics is a business intelligence game-changer that has the potential to transform your contact centre with its benefits. Most of these benefits have cost-saving, revenue generation, efficiency improvement and compliance characteristics.

## News

- [Why speech analytics is important in contact centres](https://callbi.io/news/why-speech-analytics-is-important-in-contact-centres/) - The flavours of plums, blueberries and dark chocolate were annexing my taste buds as my glass brimmed with Malbec. I was enjoying the world’s best red wine while visiting my favourite wine farm in the Western Cape. Established in 1682, Blaauwklippen is one of the oldest wine farms in Stellenbosch. It is a place where
- [Callbi Speech Analytics’ smart AI algorithm detects mixed-language conversations in real time](https://callbi.io/news/smart-ai-algorithm-detects-mixed-language-conversations-in-real-time/) - Saigen and Callbi are enabling seamless language switching mid-conversation in the country’s most widely spoken languages, including isiZulu, Sesotho, Setswana, Afrikaans, and English. According to Dr Ettienne Barnard, co-founder of Saigen, “We’re beyond automating workflows, we’re amplifying people,” says Dr Barnard. “Agent Assist is about supporting humans with AI, not replacing them. This is the
- [Democratizing Speech Analytics: Deepgram + Callbi](https://callbi.io/news/democratizing-speech-analytics-deepgram-callbi/) - Callbi, based in South Africa, has expanded the availability of speech analytics by offering an economical speech analytics solution for contact centers with from twenty agents to thousands of agents. Now they are expanding to the UK, US, Western Europe, and Australia, powered by Deepgram’s highly accurate automatic speech recognition solution. Callbi will be able
- [Saigen Names Callbi as Exclusive Global Partner for Contact Centres](https://callbi.io/news/saigen-names-callbi-as-exclusive-global-partner-for-contact-centres/) - Saigen has signed an exclusive global partnership with Callbi to offer speech analytics to contact centres. The partnership gives Callbi exclusive world-wide rights to target, sell and use Saigen’s speech recognition system in the contact centre industry. Callbi is built on Saigen’s speech-to-text technology, powered by artificial intelligence and the latest machine learning techniques, for
- [Callbi Speech Analytics joins Debt Collection Southern Africa Conference as a Silver Sponsor](https://callbi.io/news/callbi-speech-analytics-joins-debt-collection-southern-africa-conference-as-a-silver-sponsor/) - Callbi Speech Analytics has thrown their weight behind annual the Debt Collection Southern Africa Conference by signing up as a sliver sponsor. It will be hosted at the Focus Room Modderfontein, Sandton on the 10 & 11 March 2021. The event will be live streamed in real time from the venue and will be attended by

## Podcasts

- [Deep Dive Discussion #5 of 5: Sustaining success and turning insights into lasting action](https://callbi.io/podcasts/deep-dive-discussion-5-of-5-sustaining-success-and-turning-insights-into-lasting-action/)
- [Deep Dive Discussion #4 of 5: Empowering people](https://callbi.io/podcasts/deep-dive-discussion-4-of-5-empowering-people/)
- [Deep Dive Discussion #3 of 5: Transforming CX and efficiency with speech analytics](https://callbi.io/podcasts/deep-dive-discussion-3-of-5-transforming-cx-and-efficiency-with-speech-analytics/)
- [Deep Dive Discussion #2 of 5: Understanding why 'listening at scale' is now essential](https://callbi.io/podcasts/deep-dive-discussion-2-of-5-transforming-contact-centre-performance/)
- [Deep Dive Discussion #1 of 5: Transforming Contact Centre Performance](https://callbi.io/podcasts/deep-dive-discussion-1-of-5-transforming-contact-centre-performance/)
- [Strategic Insights Episode #1: Rod Jones interviews Shadon Moodley](https://callbi.io/podcasts/strategic-insights-episode-1-rod-jones-interviews-shadon-moodley/)
- [Episode #6: Deep Dive Discussion: Compliance & Quality in CX and BPO Operations](https://callbi.io/podcasts/episode6-deep-dive-discussion-compliance-quality-in-cx-and-bpo-operations/)
- [Episode # 4: A Deep Dive Discussion: Transforming Contact Centre Performance](https://callbi.io/podcasts/episode-4-a-deep-dive-discussion-transforming-contact-centre-performance/)
- [Episode #7: Deep Dive Discussions: Selecting the Most Appropriate CX Technology](https://callbi.io/podcasts/episode-7-deep-dive-discussions-selecting-the-most-appropriate-cx-technology/)
- [Episode #7: You Can't Hurry Curry - With Avesh Singh](https://callbi.io/podcasts/episode-7-you-cant-hurry-curry-with-avesh-singh/)
- [Special Edition: The Impact of AI on CX and Contact Centres](https://callbi.io/podcasts/special-edition-the-impact-of-ai-on-cx-and-contact-centres/)
- [Episode #6: A chat with Sadiq Mohammed. A 25-year odyssey of BPO Mastery](https://callbi.io/podcasts/episode-6-a-chat-with-sadiq-mohammed-a-25-year-odyssey-of-bpo-mastery/)
- [Episode #5: Energetic Insights with Yaron Assabi, Industry pioneer entrepreneur](https://callbi.io/podcasts/episode-5-energetic-insights-with-yaron-assabi-industry-pioneer-entrepreneur/)
- [Episode #4: Mithum Singh. Meet The Man](https://callbi.io/podcasts/episode-4-mithum-singh-meet-the-man/)
- [Episode #3: Meet the indominatable Shelli Ryan](https://callbi.io/podcasts/season-2-episode-3-meet-the-indominatable-shelli-ryan/)
- [Episode #2: Meet Dave D'Arcy. The Laughing Leadership BPO Guy](https://callbi.io/podcasts/episode-2-meet-dave-darcy-the-laughing-leadership-bpo-guy/)
- [Season 2: Episode #1: James Guthrie. A heck of a Smartz Guy!](https://callbi.io/podcasts/season-2-episode-1-james-guthrie-a-heck-of-a-smartz-guy/)
- [Episode #20: We have Ignition! A chat with the dynamic Mark Mitchell, COO of IgnitionCX](https://callbi.io/podcasts/episode-20-we-have-ignition-a-chat-with-the-dynamic-mark-mitchell-coo-of-ignitioncx/)
- [Episode #19: Clint Crowster - A Super Fired Up and Focused BPO Entrepreneur](https://callbi.io/podcasts/episode-19-clint-crowster-a-super-fired-up-and-focused-bpo-entrepreneur/)
- [Episode # 17: Special Edition: BPESA BPO/GBS Conference 2023 : Snippets](https://callbi.io/podcasts/episode-17-special-edition-bpesa-bpo-gbs-conference-2023-snippets/)
- [Episode #18: Sean Wright - Unlimited passion for BPO](https://callbi.io/podcasts/episode-18-sean-wright-unlimited-passion-for-bpo/)
- [Episode #16: A Cocktail to Delight: An interview with Clinton Cohen, CEO of iContactBPO](https://callbi.io/podcasts/episode-16-a-cocktail-to-delight-an-interview-with-clinton-cohen-ceo-of-icontactbpo/)
- [Special Episode #14: Live from The House of Lords: CX, AI and BPO in the UK Retail Sector](https://callbi.io/podcasts/special-episode-14-live-from-the-house-of-lords-cx-ai-and-bpo-in-the-uk-retail-sector/)
- [Episode #15: An interview with Joel Walker - Real BPO Experience that shows](https://callbi.io/podcasts/episode-15-an-interview-with-joel-walker-real-bpo-experience-that-shows/)
- [Episode #13 Henriette Potgieter: Real Experience shows](https://callbi.io/podcasts/episode-13-henriette-potgieter-real-experience-shows/)
- [Episode #11: I chat with Alister Niederer about ESG in the BPO sector](https://callbi.io/podcasts/episode-11-i-chat-with-alister-niederer-about-esg-in-the-bpo-sector/)
- [Episode #9: Rinos Mautsa: A Pioneer in the CX and BPO Industry, and an Entrepreneurial Visionary](https://callbi.io/podcasts/episode-9-rinos-mautsa-a-pioneer-in-the-cx-and-bpo-industry-and-an-entrepreneurial-visionary/)
- [Episode #8: Talking BPO and IA with Simon Kriss. Australia's CX Guru](https://callbi.io/podcasts/episode-8-talking-bpo-and-ia-with-simon-kriss-australias-cx-guru/)
- [Episode #7: Michelle Clifford on Speech, Accents & Accent Neutralisation Training](https://callbi.io/podcasts/episode-7-michelle-clifford-on-speech-accents-accent-neutralisation-training/)
- [Episode #4: Exploring CX Horizons with Mark Hillary: Interesting insights on AI](https://callbi.io/podcasts/episode-4-exploring-cx-horizons-with-mark-hillary-interesting-insights-on-ai/)
- [Episode #1: My interview with Peter Ryan](https://callbi.io/podcasts/episode-1-my-interview-with-peter-ryan-2/)
- [Episode #12 Franco Cotumaccio: Sustainable Job Creation for South Africa’s Youth](https://callbi.io/podcasts/episode-12-franco-cotumaccio-sustainable-job-creation-for-south-africas-youth/)
- [Episode #10: A chat with Cheryl Paarwater: Infectious Energy – Making a massive impact](https://callbi.io/podcasts/episode-10-a-chat-with-cheryl-paarwater-infectious-energy-making-a-massive-impact/)
- [Episode #6: I chat Mark Angus: Outsource & BPO to Africa : A Continental Objective](https://callbi.io/podcasts/episode-5-a-chip-off-the-old-block/)
- [Episode #3: Role Reversal. Traci Freeman interviews Rod Jones.](https://callbi.io/podcasts/episode-3-role-reversal-traci-freeman-interviews-rod-jones/)
- [Episode #2: One Agent - One Child (Nutun CX BPO in association with Mellon Educate)](https://callbi.io/podcasts/episode-2-one-agent-one-child-nutun-cx-bpo-in-association-with-mellon-educate/)

## Case Studies

- [Case Study: How Mobalyz Uses Callbi to Turn Voice into Strategy, Improve Accountability, and Reduce Repeat Calls](https://callbi.io/case_studies/case-study-how-mobalyz-uses-callbi-to-turn-voice-into-strategy-improve-accountability-and-reduce-repeat-calls/) - Mobalyz Reduced Repeat Calls and Achieved 100% Call Compliance Monitoring in their Contact Center with Callbi Speech Analytics
- [Case Study: How Evolution Credit Management Transformed Compliance, Visibility, and Risk Control with Callbi](https://callbi.io/case_studies/case-study-how-evolution-credit-management-transformed-compliance-visibility-and-risk-control-with-callbi/) - Evolution Credit Management replaced limited, sample-based QA with full interaction visibility using Callbi, enabling proactive compliance management, stronger risk control, and scalable operational oversight across millions of customer interactions.
- [Case Study: How LGR and Lumen Transformed QA, Compliance, Performance, and Retention with Callbi](https://callbi.io/case_studies/case-study-how-lgr-and-lumen-transformed-qa-compliance-performance-and-retention-with-callbi/) - LGR and Lumen Global Business Services transformed their quality assurance and performance environment by implementing Callbi Speech Analytics as a central pillar of their operations.
- [Case Study: How Law for All Uses Callbi to Improve Quality, Compliance, and Client Retention](https://callbi.io/case_studies/case-study-how-law-for-all-uses-callbi-to-improve-quality-compliance-and-client-retention/) - LAW FOR ALL is a South African legal insurance company that employs innovative legal experts who are passionately committed to ensuring that their policy holders enjoy the best legal expenses protection in South Africa.
- [Case Study: How Debt-IN Uses Callbi to Deliver Consistent QA, Sharpen Strategy, and Strengthen Compliance](https://callbi.io/case_studies/case-study-debt-in-uses-callbi-for-contact-centre-improvement/) - Debt-IN is a Durban-based specialist in credit and distressed debt recovery in South Africa. Founded in 2008, it handles both early and late-stage collection mandates for institutional clients. Debt-IN prioritises brand protection, customised strategies, and continuous training to ensure effective collection performance nationwide.
- [Case Study: How Cash Connect Transformed Contact Centre Quality and Coaching with Callbi Speech Analytics](https://callbi.io/case_studies/how-cash-connect-transformed-contact-centre-quality-and-coaching-with-callbi-speech-analytics/) - Cash Connect is a leading South African provider of automated cash management solutions, processing in excess of R120 billion a year on behalf of merchant clients, making Cash Connect the leading cash processor in SA’s retail industry. Its intelligent and secure cash management solution reduces cash-handling risks for retailers, enabling a safer trading environment. The contact centre supports these retail merchants with queries ranging from device faults to reconciliation.
- [iWYZE Improves Operational Performance With Callbi's Secure, Cloud-Based Speech Analytics](https://callbi.io/case_studies/iwyze-improves-operational-performance-with-callbis-secure-cloud-based-speech-analytics/) - See why iWYZE turned to Callbi to deliver rich insights
- [Blake Teams with Callbi Speech Analytics to Improve Debt Collection](https://callbi.io/case_studies/blake-teams-with-callbi-speech-analytics-to-improve-debt-collection/) - See how Blake implemented Callbi Speech Analytics to support the quality assurance and auditing process and to improve debt collection performance results.

## Webinars

- [AI Impact on CX and BPO Jobs](https://callbi.io/webinars/ai-impact-on-cx-and-bpo-jobs/) - Artificial intelligence is reshaping South Africa’s customer experience and BPO sectors. In this webinar, industry leaders explore how AI will change jobs, which human skills will become more valuable and how organisations can prepare their people to work effectively alongside intelligent technology.
- [Agent Abuse in CX and BPO Contact Centres](https://callbi.io/webinars/agent-abuse-in-cx-and-bpo-contact-centres/) - Customer abuse is an increasing challenge for contact centres. In this webinar, industry leaders explore how leadership, workplace culture and interaction intelligence can help protect frontline agents while supporting better customer experiences.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 14 July](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-14-july/) - This month's Coffee with Callbi explored how leading contact centres are using Customer Interaction Intelligence beyond quality assurance to improve employee wellbeing, detect risk and fraud, reduce churn, enhance efficiency and uncover strategic insights from every customer conversation.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 9 June](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-9-june/) - Coffee with Callbi explored how contact centres are using AI, speech analytics, and human insight to improve coaching, operational visibility, customer experience, agent wellbeing, and multilingual performance.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 12 May](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-12-may/) - Coffee with Callbi explored how organisations are using speech analytics and AI-driven insights to improve compliance, customer experience, operational visibility, and multilingual contact centre performance.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 7 April](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-7-april/) - This month’s Coffee with Callbi takes a more interactive approach, with Rod Jones and Corey Springett joined by Jonathan Lewarne and Roz Broome to explore how contact centres can better quantify value and “show the money.” The session highlights how speech analytics and ROI modelling help uncover hidden costs, improve efficiency, and drive more informed, data-led decisions.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 10 March](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-10-march/) - During the March Coffee with Callbi webinar, Rod Jones is joined by Corey Springett, Henriette Potgieter, and Nosihle Mbatha to examine how AI-driven interaction analytics is evolving contact centre performance management. The session explores new Callbi capabilities such as AI-generated call summaries, context-based AI queries, and multi-channel analytics across voice and digital channels. The panel also examines how analytics is reshaping Quality Assurance roles and enabling organisations to turn everyday customer interactions into powerful operational and strategic insights.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 10 February](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-10-february/) - Held on 10 February 2026, this Coffee with Callbi session brought together practitioners, operational leaders, and CX professionals to explore how conversation analytics is being used in real contact centre environments to drive day-to-day operational control. Hosted by Rod Jones alongside Henriette Potgieter, Nosihle Mbatha, Anton Pretorius, Natasja Bowes, and Corey Springett, the discussion moved beyond product features to focus on practical application. The panel shared how organisations are using analytics to tackle silent time, rethink AHT, scale quality assurance, and embed insight into daily workflows. Real-world examples highlighted how analytics is shifting from a reporting layer to a management discipline, supporting fairer performance management, more effective coaching, greater agent trust, and stronger operational decision-making. The session reinforced Callbi’s commitment to building a practitioner-led community focused on turning conversation data into measurable operational impact.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 18 November](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-18-november/) - Held in November 2025, this Coffee with Callbi session brought together users, clients, and the Callbi team for a focused walk-through of the platform’s newest enhancements and real-world impact. Hosted by Rod Jones with Corey Springett, and the Customer Success team, the session showcased updates to the notification hub, the improved Callbi Assistant, flexible dashboard layouts, and the newly launched call summaries—now activated for every client. Attendees also got a first look at the upgraded rating sheets and scorecard reporting designed to support faster, fairer QA and coaching. The team shared practical insights from client environments, including silent time detection, compliance risks, and the impact of accurate Right Party Contact classification. The session closed with a look ahead at what’s coming in 2026 and Callbi’s ongoing commitment to a stronger, more connected community.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 14 October](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-14-october/) - Held on 14 October 2025, this ninth edition of Coffee with Callbi brought together users, clients, and the Callbi team for another insightful discussion on how real-world contact centres are using Callbi to drive measurable outcomes. Hosted by Rod Jones with panellists Corey Springett, Henriette Potgieter, and Nosihle Mbatha, the session explored new platform enhancements—including updates to the Callbi Assistant, Dashboard Overview, Rating Sheets, and Call Summaries—as well as a preview of upcoming innovations like in-app notifications and AI-driven transcript improvements. The session reinforced Callbi’s commitment to responsible AI, multilingual support, and an expanding community that transforms daily interactions into valuable insights.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 16 September](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-16-september/) - In our September edition of Coffee with Callbi, we unveiled exciting new features that take quality and customer experience management to the next level. From Rating Sheets that unify automated and manual evaluations, to the Callbi Assistant that acts as a built-in QA knowledge partner, and an Executive Dashboard that delivers clear ROI and multilingual insights, this session showed how Callbi is evolving into a complete quality and insight ecosystem. We also introduced Transcript Improvement, enabling smarter models through client-driven corrections. Catch up on the highlights and see how Callbi helps you save time, improve quality, and turn insights into action.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 19 August](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-19-august/) - In this Coffee with Callbi session, Rod and panellists Henriette, Nosihle, and Corey discussed AI implementation in customer experience management, emphasising the importance of responsible AI adoption, data security, and understanding AI’s limitations rather than embracing it uncritically. The team explained Callbi’s features, including transcript improvement capabilities, the expansion of language support to nine South
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 8 July](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-8-july/) - In this special edition of Coffee with Callbi, we celebrated Kedibone Mogashoa’s CCMG Award win for the “Most Effective Use of an Application.” She shared her inspiring journey from manual QA to leveraging Callbi to manage quality across a 40-agent team single-handedly. The panel – Rod Jones, Henriette Potgieter, Nosihle Mbatha, and Corey Springett –
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 17 June](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-17-june/) - The fifth instalment of Coffee with Callbi brought together a lively audience of professionals and practitioners in the CX and contact centre space. With Rod Jones moderating, Henriette Potgieter and Corey Springett shared valuable insights into Callbi’s evolving capabilities, its commitment to secure and responsible AI, and its growing impact beyond quality assurance – into
- [AI that works (at work) - Let's Talk AI in the Workplace](https://callbi.io/webinars/ai-that-works-at-work-lets-talk-ai-in-the-workplace/) - Real Strategies, Real Results, Real Responsibilities On Tuesday, 10 June 2025, at 10:00 SAST, we brought together an incredible group of accomplished leaders to discuss AI in the workplace. This webinar cut through the noise to showcase real-world initiatives that have delivered measurable results — and did so with ethical rigour. The session was moderated
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 13 May 2025](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-13-may-2025/) - Join Callbi’s Customer Success Executives Henriette Potgieter and Nosihle Mbatha for an informal open forum chat and learn how to get the most out of Callbi Speech Analytics and to have your questions answered.
- [AI Ethics in CX and BPO. Where do we draw the line?](https://callbi.io/webinars/ai-ethics-in-cx-and-bpo-where-do-we-draw-the-line/) - Are we sacrificing ethics for efficiency? In this engaging webinar we explore the ethical challenges of AI in CX and BPO. Moderated by internationally recognised industry analyst Rod Jones, this session brings together five prominent leaders in AI and IT to discuss: Can AI decision-making ever be truly unbiased? How do we balance automation with
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 8 April 2025](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-8-april-2025/) - Join Callbi’s Customer Success Executives Henriette Potgieter and Nosihle Mbatha for an informal open forum chat and learn how to get the most out of Callbi Speech Analytics and to have your questions answered.
- [Coffee with Callbi: Get the most out of Callbi Speech Analytics - 11 March 2025](https://callbi.io/webinars/coffee-with-callbi-get-the-most-out-of-callbi-speech-analytics-11-march-2025/) - Join Callbi’s Customer Success Executives Henriette Potgieter and Nosihle Mbatha for an informal open forum chat and learn how to get the most out of Callbi Speech Analytics and to have your questions answered.
- [Webinar: Navigating CX and BPO Compliance and Regulatory Realities](https://callbi.io/webinars/webinar-navigating-cx-and-bpo-compliance-and-regulatory-realities/) - Replay our webinar on maintaining high levels of compliance in the dynamic and highly competitive world of CX and BPO contact centres, where operational integrity is crucial. This session, led by industry veteran Rod Jones, features insights from highly experienced subject matter experts Candice Roberts, Beverley Dickson (Executive MBA), and Nosihle Mbatha. They will equip you with the
- [Coffee with Callbi: How CX Professionals Unlock Powerful Insights](https://callbi.io/webinars/coffee-with-callbi-how-cx-professionals-unlock-powerful-insights/) - Join us for the Coffee with Callbi session, originally aired on 29th October 2024 at 10AM. Co-hosted by Rod Jones and Nosihle Mbatha, Callbi’s Customer Success Executive, this chat-style discussion features special guests Theo Swartz and Hape Manyeli – experienced operational managers who have successfully harnessed the Callbi Speech Analytics solution to drive real improvements
- [Webinar & Live demo: AI-Enhanced Analytics Drives CX and Contact Centre Performance](https://callbi.io/webinars/webinar-live-demo-ai-enhanced-analytics-drives-cx-and-contact-centre-performance/) - Discover how AI-driven insights can transform contact centre performance and compliance. Dr Charl van Heerden CEO at Saigen performs a live demo on leveraging large language models to extract actionable data from English and Zulu call recordings. Following the demo, Charl is joined with Rod Jones who leads a panel discussion with CX veteran Anton

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