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 African mixed-language calls including: International English, Swahili, Australian English as well as South African English, Afrikaans, isiZulu, Sesotho and Setswana.

Return on investment (ROI) can be realised within days or weeks, unlike other solutions that require complex and costly integration.

Callbi democratises speech analytics, making it affordable, secure, and easy to use for all contact centres.

Easy to deploy

No additional on-site technologies are required. Callbi’s cloud-based solution interfaces with most contact centre recording platforms.

Easy to use

Callbi is designed for contact centre professionals who become proficient in using its easy-to-use interface and are able to gather valuable insights & analysts after minimal training.

Easy to afford

Callbi is priced to ensure that the solution is affordable for most contact centres, both large and small. The month-to-month subscription model eliminates expensive upfront capital investments and provides significant flexibility.

Experts in SA languages, dialects and accents

Callbi provides accurate and reliable transcription and analytics of South African English, Afrikaans, isiZulu, Sesotho, and Setswana conversations, as well as mixed-language conversations.

Callbi has also developed Australian English, UK English, US English and Swahili language packs.

8 great reasons to deploy
Callbi Speech Analytics

AI-enhanced QA insights

Like ChatGPT for QA, this tool harnesses powerful language models to provide Callbi users with quick insights into call content, such as areas where the agent could improve or brief summaries of calls.

Language distribution indicator

This feature helps managers, QA specialists, and analysts understand language usage patterns and trends, enabling better resource allocation and training for multilingual interactions.

Fast results

Callbi analytics and dashboards are available in less than an hour after audio files are uploaded.

Identify and reducing overtalk

Callbi’s advanced features detect overtalk—when agents and customers speak at the same time—offering insights into probable conflicts and indicators for agent coaching.
* Only available for stereo
recordings

Dead air and silent time reporting

Callbi’s silent time reporting both in-call (for system or training issues) and post-call (for agent abuse), reveals training gaps and inefficiencies, enhancing customer satisfaction and efficiency.

Complaint with data legislation and secure

Callbi is a cloud-based speech analytics solution for contact centres and complies with international data protection legislation, including GDPR and POPIA.

Integration

Callbi follows an open data-out philosophy. All transcriptions and query results can be extracted through the Callbi API for use in downstream systems such as Power BI.

Words-per-minute reporting

Callbi monitors optimal speaking pace to identify WPM outliers, offering insights for targeted coaching to enhance agent performance and customer satisfaction.

ISO27001 certified and committed
to privacy and data security

Maintaining trust, essential to build sustainable business

Callbi 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 can view our certificate here.

How Callbi Speech
Analytics works

Interaction recorded

Customer conversations are recorded and easily accessible.

Upload sound files online

Schedule automatic uploads of your call
recordings into Callbi using a Chrome
internet browser. No additional software
or hardware is required.

Transcription

The recording is automatically transcribed into text in the required language or dialect.

Queries

The easy-to-use Callbi Query Builder is used to craft
queries that scan 100% of all calls from the call transcripts. Specific words or phrases, present or not present in the calls, are identified and flagged.

Analytics dashboards and data export

Fully customisable Callbi dashboards visualise the results of queries to quantify and highlight identified insights.

Call recordings are also accessible directly from dashboard cards and can be tagged and forwarded or escalated as workflow items.

Complete call transcripts, as well as all query results and dashboards, can be exported in .pdf or .csv format for use in other downstream applications such as Excel or PowerBI.

Success advisor

Receive guidance from a Callbi success advisor
that will ensure you can retrieve accurate,
dependable insights and track strategic
business goals.

Operational insights

Analysing the data will give you operational insights that can lead to direct business improvements.

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 results
After 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 headcount reduction

Significant expected savings per annum

Telesales

Problem Identified
In the first week of using Callbi, management in this company identified that agents terminated 80% of sales calls without following prescribed objection-handling scripts, call guides and training.

Applied solution and results
Appropriate disciplinary action, revised processes, scripts and training interventions were implemented together with additional Callbi-based monitoring. Within 60 days, sales revenues have increased by over 15%.

Revised processes, scripts and training

15% increase in sales revenues within 60 days

Collections

Problem Identified
Callbi identified significant post-call silent time in this call centre indicating large-scale agent abuse.

Applied solution and results
Culprits were quickly identified and appropriate disciplinary action was taken. Cost savings to the operation estimated to be significant.

Significant estimated operational savings per annum

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.