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 different?
Callbi makes speech analytics accessible to all
contact centres, large and small.
Easy to deploy, browser-based,
no integration required
Easy to use, made for and used
by contact centre professionals
Our software comes preloaded with a number of generic queries, eliminating the setup of your insight KPIs (queries) from scratch, and provides you with generic business KPIs (goals) to make sure you measure and realise value using speech analytics in
your organisation. You can cancel with one month’s notice if you don’t get value.
Easy to afford, simple pricing structure
With no significant upfront costs, no long-term contracts and low monthly subscription charges, Callbi makes it possible for even smaller contact centres to adopt this leading-edge technology. A three-month Callbi pilot costs less than the salary of one contact centre QA agent.
30+ expansive languages, dialects and accents
Our software caters to more than 30 global languages, including key English dialects specific to the United States, the United Kingdom, South Africa and Australia. It also includes isiZulu, Sesotho, Setswana, Afrikaans, Swahili, Hindi, Spanish, Dutch, French, German, Italian, Portuguese, Chinese, Swedish, Turkish, Russian, Ukrainian and more.
6 great reasons to deploy
Callbi Speech Analytics
- Cloud-based speech analytics for contact centres
- Deployed in AWS datacentres and platforms
- POPIA, GDPR and ISO compliant
- Analytics available in less than an hour after upload
- Analyse, QA and score 100% of calls
- Identify individual and group training or coaching needs
- Drive improved performance with accurate insights
- 25-year track record
- Developers of leading technologies for global industries
- Rest APIs for integration with other applications such as PowerBI, Excel and web applications
- Global partner network spanning 5 continents
- Deployed in AWS datacentres and platforms in Ireland, South Africa, Australia, Europe and the United States
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
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
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
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 …
Speech analytics made easy
“Speech Analytics has become
essential to all contact centres – it’s no
longer an option or nice-to-have”
Easy to deploy
Easy to use
Easy to afford
Easy anywhere