EMOTIONAL VOICE ANALYSIS FOR CALL CENTERS

Technology


Fast Revolutionary Assessment by Voice Analysis

FRAVA is a revolutionary monitoring solution for call center performance monitoring. Based on a proprietary Voice Analysis technology, it provides call center owners with unprecedented insights into all agents – customers interactions.

FRAVA detects and identifies the true and unexpressed emotions during conversation and recognizes the mental and emotional states of the talking parties.
 
FRAVA identifies emotions such as: Anger, Stress, Hesitation, Excitement and more. It does not look into “what” is being said, but into “the true emotions” about what is being said.

FRAVA brings unprecedented possibilities to the call center operations. It increases the efficiency by automatically analyzing all calls, prioritizing problematic calls and highlighting under-performing agents.

Are you interested in more information or a Pilot project?

Contact us today!

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Features


MONITORING AND SCORING 100% OF CALLS

IDENTIFICATION OF PROBLEMATIC CALLS

HIGHER EFFICIENCY OF SUPERVISORS' WORK

BETTER HUMAN RESOURCES MANAGEMENT

BETTER CUSTOMER CARE

SALES SUPPORT

Customer Analysis


WHAT ARE WE FOCUSING ON?


  • EXTREME PRESENCE OF NEGATIVE EMOTIONS LIKE ANGER OR STRESS

  • INCREASING TREND OF NEGATIVE EMOTIONS DURING A CALL

  • CALLS ENDING WITH CUSTOMER NEGATIVE EMOTIONS

  • LOW EMOTIONS CALLS
Customer Analysis

Agent Analysis


WHAT ARE WE FOCUSING ON?


  • NEGATIVE EMOTIONS IN AGENTS’ INTERACTIONS

  • STRESS LEVEL DURING THE CALL

  • STRESS & FATIGUE DEVELOPMENT OVER TIME AND RISK OF “BURNOUT”

  • AGENTS’ CONFIDENCE AND KNOWLEDGE IN THE AREAS OF HIS RESPONSIBILITIES

  • AGENTS’ PERFORMANCE COMPARED TO HIS PEERS
Agent Analysis

Architecture


ANALYSIS

All recorded conversations are processed through Voice Analysis engine, either on-premise or the cloud.

BUSINESS INTELLIGENCE

The sophisticated Business Intelligence platform analyzes and categorizes huge amounts of data obtained from all calls.

REPORTING

The results of the analysis are accessible through manager’s dashboard, automatic reporting, SMS notifications and more.

INTEGRATION

Provide extended capabilities to the system by connecting it to your CRM, external data sources, SAP, etc.

TAILORED

Reporting is customizable to meet customer’s priorities and business requirements.

SECURE

GDPR compliant

Industry


Give your call center a new direction!

Contact


  • ANIS group s.r.o., Lazarská 11/6, Prague 2, 120 00, Czech Republic
  • Company ID: 03210812, VAT ID: CZ03210812