Our state-of-the-art Emotion and Behavior Analytics Suite, callER, leverages award-winning, Emotion Recognition (ER) technology, to extract information directly from the audio signal by analyzing both the customer’s and agent’s emotional states using advanced patented signal processing and machine learning algorithms.
At the core of the callER Suite’s ER technology are 3 measures:
In addition, callER detects when agents are being polite vs. rude, when customers are engaged vs. withdrawn, and agent–customer mutual influence. And it monitors both sides of the conversation, providing trends and interaction statistics. ER technology is used synergistically with traditional analytics to showcase:
All these technologies and metrics are leveraged to accurately, swiftly, and affordably measure:
These metrics are tailored to specific industry requirements, to ensure they are instrumental in helping our customers achieve their objectives: increasing existing customer retention and loyalty and new customer acquisition, reducing agent training costs and churn, and generally improving the end-customer experience and call success.
The following video showcases callER‘s capabilities: