Callbi offers a cloud-based speech analytics solution for contact centers that enables real-time monitoring and analysis of customer interactions across 30+ languages. This technology enhances operational efficiency, compliance, and customer experience by automating quality assurance processes and identifying key performance metrics.
Funding
Funding not disclosed
Founders
Product
Problem
Contact centers face challenges in efficiently monitoring and analyzing customer interactions to ensure quality assurance, compliance, and optimal customer experience. Traditional methods often involve manual review processes, which are time-consuming, costly, and prone to human error, making it difficult to identify key performance metrics and areas for improvement across all interactions.
Solution
Callbi provides a cloud-based speech analytics solution that enables contact centers to monitor and analyze customer interactions in real-time across more than 30 languages and dialects. The platform automates quality assurance processes by transcribing and analyzing 100% of customer conversations, identifying compliance issues, and flagging potential negative sentiment. Callbi helps drive operational efficiencies by reducing dead air and improving handling time, while also enhancing revenue generation through improved sales and customer retention. The solution is designed for contact center operational staff and quality assurance teams, offering an easy-to-use interface with quick deployment and a recorder-agnostic architecture.
Target Audience
Callbi is designed for contact centers seeking to enhance operational efficiency, ensure compliance, and improve customer experience through automated speech analytics.
Features
- Cloud-based deployment with no on-site technologies required
- Support for 30+ regional and international languages and dialects, including South African English, Afrikaans, isiZulu, Sesotho, and Setswana
- Automated scoring to allow QA resources to focus on improving outliers
- Identification of calls with potential negative sentiment, bad audio, and potential dropped calls
- Real-time monitoring and analysis of customer interactions
- Automated compliance monitoring to flag issues before they escalate
- Integration with existing contact center infrastructure and workflows
- ISO27001 certified, maintaining high standards of information security and data privacy