USE CASES - CONTACT CENTERS

Vatis Tech ASR & Analytics harness data to drive insights and actions.

Vatis Tech automatic speech transcription engine is built and tuned specifically for the contact center environment.

Our ASR platform delivers market leading accuracy, especially for noisy human-to-human contact center conversations, and brings expertise on calibrating the speech to text infrastructure on lots of audio data. The technology is available in English, Spanish, German, French and Romanian language.

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Benefits

By successfully transcribing and analyzing the calls, organizations can make informed decisions to:

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Increase efficiency

Automating processes like: call routing, transcription, data entry, and speech analytics, voice technology reduces the manual overhead in voice process operations. For instance, automatic speech recognition converts voice to text, enabling call transcription and reducing manual data entry.

NLP (natural language processing) algorithms can understand the intent of customer inquiries, allowing for faster call routing to the appropriate agents or departments.
Needless to say, this enables speedier call handling, reduced hold times, and improved call resolution rates.

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Optimize CX

Speech analytics can identify the root causes of customer complaints and help call centers improve the customer experience.

Suppose a call center receives a high volume of customer complaints about long wait times or ineffective resolution of issues. By analyzing the calls, the call center can identify the root causes of these issues, such as understaffing, poorly trained agents, or inadequate processes. The call center can then take action to address these issues and improve the customer experience, resulting in higher satisfaction and loyalty.

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Drive Sales

Voice technology integrated with CRM systems equips contact center agents with customer insights during calls. This enables them to offer personalized information, suggest relevant products or services, and deliver a more targeted sales pitch.

By analyzing the call transcripts of high-performing salespeople in the call center, companies can identify the most persuasive tactics that can be shared across the workforce to drive the overall company sales.

The call center operations are undoubtedly avenue where voice technology promises a revolutionary makeover.

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Better Adherence to Compliance

Voice technology and speech analytics help monitor and audit calls, ensuring adherence to industry regulations, quality standards, and company policies. For instance, contact centers run by financial institutions use voice analytics to detect potential instances of fraud or compliance breaches.

If an agent inadvertently misses a mandatory disclosure statement, the voice technology system can recognize the omission and alert the agent in real-time, reminding them to provide the required information, ensuring adherence to industry regulations, quality standards, and company policies.

How it Works

An accurate transcription of a phone conversation is valuable only if you can use that data to extract actionable insights. The Call Analytics builds on the accurate speech transcriptions delivered by Vatis Tech, and goes beyond mere keywords, unlocking a new level of understanding. Analyzing key classes and families within conversations captures nuanced details and uncovers hidden patterns that hold the key to transformative insights. Call Analytics revolutionizes the evaluation process by delivering a new level of precision and effectiveness through:

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Sentiment analysis and speech adherence tracking

Speech analytics systems can analyze the tone and detect the sentiment, emotions and identify the speaker's meaning.

Moreover, commencing from the agent's dialogue, the system can discern the extent to which the prescribed script was adhered to, assessing the alignment between the spoken words and the scripted content.

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Talk and silence pattern analysis

The talk and the silence patterns can be analyzed to measure emotions and levels of satisfaction. A set of user-defined phrases can be used for detecting agent actions. Thus, it helps in identifying and prioritizing what needs immediate attention.

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Analyze by Keywords

Easy identification of keywords and anything semantically similar to the searched criteria, to observe the degree of risk on a specific category of calls.

Automatic Speech Recognition Engine (ASR) and Call Analytics Empower Contact-Center-as-a-Service Providers (CCaaS)

Vatis Tech automatic speech transcription engine is built and tuned specifically for the contact center environment and provides a powerful and scalable computing infrastructure. The technology is available in English, Spanish, German, French and Romanian language.

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With precision reaching between 90% to 95%, according to the latest benchmarks conducted on contact center conversations, our ASR platform delivers market-leading accuracy
especially for noisy human-to-human contact center conversations.

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The platform can quickly and accurately transcribe all types of audio data.
It identifies a wide range of entities like person and company names, dates, or locations from your audio files, automatically converting letter-written numerals to number-written numerals.

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Vatis Tech ASR engine customizes accuracy even further, to the specific needs of each environment. Every contact center has its unique set of terms and products. With continuous accuracy tuning, business users can easily monitor the transcription accuracy and add or correct new terms.

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We support stereo transcription, which transcribes each speaker’s audio separately, to improve accuracy in these scenarios.
The sound augmentation techniques enables the application to achieve accurate transcription, even in noisy recordings.

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We were impressed by Vatis Tech’s ability to quickly and accurately transcribe phone calls, train custom models, and remain price competitive. Our partnership with Vatis Tech allows us to quickly convert speech into text, analyze keywords, incorporate sentiment analysis, and ensure script adherence. This enables our corporate customers to gain actionable business insights and customer experience insights from conversational data.”

Dan Mazilu

Dan Mazilu

General Manager Mediatel Data

Features FOR CONTACT CENTERS

Get Better Insight and Analysis with these Amazing Features

Vatis features on-cloud or on-premise APIs for easy integrations, support for real-time transcription, or custom AI models, alongside a plethora of features designed to do the work for you, and supercharge your workflow.

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Real-Time Transcription

Use our real-time API to transcribe your live audio streams with an average response time of 420 milliseconds — almost instant.

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Async Transcription

Transcribe pre-recorded audio or video files with high accuracy using our scalable infrastructure.

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Custom Vocabulary

Every contact center has its unique set of terms. With continuous accuracy tuning, users can easily monitor the transcription accuracy and add or correct new terms.

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Talk and silence pattern analysis

Find moments when a certain key word or phrase was spoken.

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Sentiment Analysis

We analyze the tone and detect the sentiment, emotions and identify the speaker's meaning.

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Script adherence tracking

It helps monitor and audit calls, ensuring adherence to industry regulations, quality standards, and company policies.

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Entity Detection

Identify a wide range of entities like people and company names, dates, or locations from your audio files.

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Numeral Conversion

Automatically convert letter-written numerals to number-written numerals.

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Confidence Scores

We like transparency — we show a confidence score of our algorithms for each word in the transcript.

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All Formats Supported

You don't have to worry about file format or sampling rates we can handle anything — from MP3 to FLAC, MP4 to MKV, and everything in between.

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Word Timings

The entire transcript has an associated timestamp for each word, so you can easily find what you need, quick.

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Custom Models

Build your custom model starting from our pre-trained models and using your specific data. Easily create datasets to improve your speech models from your raw data.

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