In today's business environment and contact centers, transcription and analysis of Customer Interactions is key for daily business. Analyzing conversations is essential to improve the quality of customer interactions and gain insights into overall performance. By linking existing call recordings from a third-party recorder or the Storavox recorder with the Bumicom CloudRecorder, it is possible to efficiently transcribe and analyze conversations.
The Bumicom CloudRecorder Insights Analytics service not only provides high-quality transcriptions but also delivers in-depth insights into the dynamics of phone conversations, such as sentiment.
The conversation transcription is done using a Large Language Model hosted by Bumicom on its own hardware. Customer data is not shared with third parties.
The Insights Analytics module is designed to provide organizations with a wide range of analytical capabilities. Transcription and analysis of Customer Interactions are of great value. Key features include:
With the CloudRecorder service, (with voice logging recorder) conversations are automatically transcribed in multiple languages. These transcriptions are delivered with high accuracy, providing a solid foundation for further analysis and reporting.
The transcriptions are further enriched with detailed call metrics, which provide insights into the interaction between call participants. Some of the most valuable Call Metrics include:
These detailed Call Metrics enable organizations to understand and improve the efficiency and interaction between employees and customers.
One of the interesting features is the sentiment analysis module, which analyzes the content of a conversation in detail based on sentiment. The sentiment analysis includes:
These insights are crucial for improving customer relationships and understanding the frustrations and irritations present in conversations, as well as identifying what customers value. Transcription and analysis of Customer Interactions delivers valueable insights. And sentiment analysis allows organizations to make improvements to enhance customer experience, reduce costs, and optimize customer relationships.
In addition to basic call metrics, the Insights Analytics module also offers advanced analytical capabilities, including:
These analytical capabilities help businesses quickly understand what conversations are about, what concerns or needs customers have, and where improvements can be made to reduce costs or increase revenue. And deliver quality monitoring related information for coaching and training of agents.
The addition of AI-Assisted Analytics takes analysis to an even higher level. This includes:
AI-Assisted Analytics works based on integration with your own AI provider, known as "Bring Your Own AI-Provider". AI enables unlimited possibilties to the transcription and analysis of Customer Interactions.
Transcription and analysis of customer interactions added value
A unique aspect of the Bumicom CloudRecorder is the ability to integrate the service with the client's own AI provider via an API. This is referred to as "Bring Your Own AI-Provider." This allows businesses to integrate their own AI tools to refine and tailor the analysis to specific needs.
In this scenario, transcripts are shared with the external AI provider. Prompts can be created within the CloudRecorder’s own tenant. Results, such as summaries, can be attached to the conversation or shared with, for example, a CRM application.
Feel free to contact us for more information or a demo of the Insights Analytics module. With Insights Analytics from Bumicom, you gain access to a robust platform for call analysis. The extensive features of the Insights Analytics module enable you to not only understand customer conversations but also systematically improve them. Whether it's quality monitoring, sentiment analysis, or obtaining valuable insights, Insights Analytics provides everything needed to analyze customer interactions.
In today's business environment and contact centers, transcription and analysis of Customer Interactions is key for daily business. Analyzing conversations is essential to improve the quality of customer interactions and gain insights into overall performance. By linking existing call recordings from a third-party recorder or the Storavox recorder with the Bumicom CloudRecorder, it is possible to efficiently transcribe and analyze conversations.
The Bumicom CloudRecorder Insights Analytics service not only provides high-quality transcriptions but also delivers in-depth insights into the dynamics of phone conversations, such as sentiment.
The conversation transcription is done using a Large Language Model hosted by Bumicom on its own hardware. Customer data is not shared with third parties.
The Insights Analytics module is designed to provide organizations with a wide range of analytical capabilities. Transcription and analysis of Customer Interactions are of great value. Key features include:
With the CloudRecorder service, (with voice logging recorder) conversations are automatically transcribed in multiple languages. These transcriptions are delivered with high accuracy, providing a solid foundation for further analysis and reporting.
The transcriptions are further enriched with detailed call metrics, which provide insights into the interaction between call participants. Some of the most valuable Call Metrics include:
These detailed Call Metrics enable organizations to understand and improve the efficiency and interaction between employees and customers.
One of the interesting features is the sentiment analysis module, which analyzes the content of a conversation in detail based on sentiment. The sentiment analysis includes:
These insights are crucial for improving customer relationships and understanding the frustrations and irritations present in conversations, as well as identifying what customers value. Transcription and analysis of Customer Interactions delivers valueable insights. And sentiment analysis allows organizations to make improvements to enhance customer experience, reduce costs, and optimize customer relationships.
In addition to basic call metrics, the Insights Analytics module also offers advanced analytical capabilities, including:
These analytical capabilities help businesses quickly understand what conversations are about, what concerns or needs customers have, and where improvements can be made to reduce costs or increase revenue. And deliver quality monitoring related information for coaching and training of agents.
The addition of AI-Assisted Analytics takes analysis to an even higher level. This includes:
AI-Assisted Analytics works based on integration with your own AI provider, known as "Bring Your Own AI-Provider". AI enables unlimited possibilties to the transcription and analysis of Customer Interactions.
Transcription and analysis of customer interactions added value
A unique aspect of the Bumicom CloudRecorder is the ability to integrate the service with the client's own AI provider via an API. This is referred to as "Bring Your Own AI-Provider." This allows businesses to integrate their own AI tools to refine and tailor the analysis to specific needs.
In this scenario, transcripts are shared with the external AI provider. Prompts can be created within the CloudRecorder’s own tenant. Results, such as summaries, can be attached to the conversation or shared with, for example, a CRM application.
Feel free to contact us for more information or a demo of the Insights Analytics module. With Insights Analytics from Bumicom, you gain access to a robust platform for call analysis. The extensive features of the Insights Analytics module enable you to not only understand customer conversations but also systematically improve them. Whether it's quality monitoring, sentiment analysis, or obtaining valuable insights, Insights Analytics provides everything needed to analyze customer interactions.
