Turn words into powerful business insights

Unleash the power of South Africa’s first locally-developed speech analytics solution designed

specifically for South African languages, accents and dialects

Speech Analytics powered by Callbi

Developed by Stellenbosch-based Alphawave Ventures, Callbi is the first fully featured speech analytics solution

designed specifically for South African languages, accents and dialects.

Pivotal Data is a proud Callbi partner. This enables us to empower contact centre operators with leading localised

speech analytics that can respond to sophisticated queries in South African English, Afrikaans, isiZulu and Sesotho,

or a mixture of all these languages.

The cost-effective cloud-based solution enables Pivotal Data to quickly and easily deploy these capabilities into

your hosted contact centre.

Callbi utilises advanced speech-to-text technology to organise, analyse, and operationalise contact centre

interactions.

The solution provides insights into your contact centre operation that will help to solve your business challenges

and improve customer engagement and CX to elevate customer satisfaction.

Advanced speech analytics sits at the core of future-ready contact centre operations. It is a vital technological

capability required to meet shifting consumer demands around customer experience (CX) and engagement.

Deploying this powerful technology in contact centres also maximises contact centre performance by automating

quality monitoring and delivering beneficial insights that can inform decisions and create processes that enhance

agent productivity and impact.

Benefit from unique localised speech analytics capabilities

Deploying speech analytics into your operation will drive a rapid realisation of cost-savings

through:

• Improved operation efficiencies

• Enhanced workforce productivity

• Unlocking additional revenue-generating opportunities across CX, sales, loyalty, customer retention and lifetime value

• Enhanced compliance (100% coverage)

Callbi enables managers or supervisors to monitor and manage agent productivity and service

quality by:

• Monitoring call duration to ensure agents do not deliberately cut off long or complex calls as the AHT target approaches, or unnecessarily transfer or escalate long, difficult or complex calls.

• Identifying instances where agents rush callers to complete the call, or don’t truly listen to a caller’s problem, challenges or information requests.

• Highlighting when agents don’t sufficiently probe for additional customer issues after the primary issue has been successfully addressed.

• Alerting managers and supervisors when agents make promises to callers that cannot be kept, don’t follow up on undertakings to customers, or avoid completing after-call wrap-up processes.

• Highlighting when agents assign blame or find loopholes in IT.

Organisations that have adopted Callbi Speech Analytics have experienced significant

measurable successes, including.

• 10%+ increase in collections and sales

• 15-25% reduction in call Average Handling Time

• 10-15% reduction in customer churn

• 30%+ increase in first contact resolution

• 30%+ increase in employee satisfaction

• 30%+ increase in customer satisfaction

Boost return on investment

Enhance oversight and control

Unlock operational efficiencies

Solution features

Achieving superior transcription accuracy when compared to international language pack

solutions with the solution’s localised dialect functionality. The custom-developed South African

language libraries ensure that the solution delivers a transcription Word Error Rate typically

between 20% and 30%. Additional transcription functionality includes:

• Quickly transcribe voice to text using a unique proprietary algorithm.

• Separate caller and agent transcriptions.

• Allows users to click-and-listen to any part of the conversation.

• Enhance transcription accuracy by supplementing Callbi’s language module with company or industry-specific words or phrase packs, which we can custom-develop and implement.

• Easily listen to call recordings via the Call Transcript view.

• Fast-track call listening by selecting the relevant speech bubble from the selected point in the recording.

• Categorise calls simply by using tags, which helps to test query accuracy to improve resolution times.

While Stereo/.wav recordings are recommended for the most accurate transcriptions, the

solution can quickly and efficiently analyse voice recordings in virtually any standard format. Our

Technical Support Crew will assist with converting almost any standard unencrypted recordings.

The Query Builder tool is used to search through call transcripts, and can be filtered by metadata

items and tags. Users can customise queries and reporting with the powerful query builder and

reporting tools, which provide users with the intuitive ability to rapidly build highly flexible and

fully customisable queries, results dashboards and saveable and exportable reports in PDF and

.csv formats.

The powerful, multi-language word cloud tool offers a fast and reliable tool means to immediately

recognise specific words that appear most frequently in the recordings being analysed.

Accurate Speech-to-Text Transcription

Gain deeper insights through analytics

The Dashboard empowers users to:

• Monitor key metrics utilising tables, word clouds and graphs to visualize the information.

• Apply filters to customise displayed information.

• Closely monitor contact centre health and productivity levels on a daily basis.

• Promote an environment of continuous improvement and early detection of potential problems.

Callbi is hosted in the AWS environment and all call recordings and metadata can be securely

uploaded to AWS for processing.

Users can limit access to call recordings and insights to authorized and authenticated users only.

We apply strict data security measures to ensure full compliance with POPI, GDPR and ISO

regulations.

Easily access the solution via a web frontend from a Chrome internet browser – no special

hardware is required.

Secure and reliable

User-friendly interface

The solution shares analysed data and information, including queries to the user dashboard

within minutes.

Users can configure the dashboard according to their specific individual analytics requirements,

or according to the most frequently accessed queries.

Visualise data on an all-in-one dashboard

Connect with usPivotal DataSilverpoint Office Park Building No. 122 Ealing CrescentBryanston010 476 0300info@pivotalgroup.co.za

pivotaldata.co.za