CALLN

Additional features

Call Recording

Captures audio of phone calls, providing a record of conversations for various purposes like quality assurance, training, and compliance.

Automatic Call Transcription

Converts spoken words from call recordings into text, making it easier to search, analyze, and review conversations without listening to the entire audio.

Speech Analytics

Uses AI to analyze the content of calls, including:

Sentiment Analysis

Detects the emotional tone of both customers and agents (e.g., positive, negative, neutral), helping identify areas for improvement in customer interactions.

Voice of Customer (VOC) Analysis

Extracts key themes, topics, and customer feedback from conversations, providing valuable insights into customer needs and preferences.

Workforce Optimization

Provides tools to improve agent performance and efficiency:

Call Monitoring

Allows supervisors to listen to live calls or review recorded calls to assess agent performance.

Quality Assurance

Enables standardized evaluation of agent performance based on defined criteria.

Coaching Tools

Provides data and insights to guide agent training and development.

Compliance Risk Management

Helps businesses comply with relevant regulations (e.g., PCI DSS, GDPR) by:

Pause/Resume Call Recording

Allows agents to temporarily stop recording sensitive information like credit card details.

Automated PCI Redaction

Automatically masks sensitive data (e.g., credit card numbers) in call recordings and transcripts.

Alerts for Potential Compliance Issues

Flags calls that may violate compliance regulations.

Customer Experience Management

Provides data-driven insights to improve customer satisfaction:

Analysis of Customer Interactions

Identifies patterns and trends in customer interactions to understand customer needs and pain points.

Marketing Insights

Extracts valuable information from calls to improve marketing strategies:

Campaign Monitoring

Tracks the effectiveness of marketing campaigns by analyzing call data.

Topic Analysis

Identifies frequently discussed topics to understand customer interests and preferences.

Integration (with leading CRM platforms like Salesforce, Zendesk, and Amazon)

Connects CallN with existing business systems, streamlining workflows and providing a unified view of customer interactions.

Handset Grouping & Call Tagging

Enables efficient organization and retrieval of call recordings:

Handset Grouping

Organizes calls based on agent groups, departments, or other criteria.

Call Tagging

Allows users to add custom tags to calls for easy searching and filtering.

Keypress Actions (DTMF)

Automates tasks during calls:

Allows agents to use key presses on their phones to trigger actions like starting/stopping recording or adding tags.

Dashboards & Reporting

Provides visual representations of key call metrics:

Offers customizable dashboards and reports to track call volume, duration, agent performance, and other relevant data.

Scalable Architecture

Designed to handle increasing call volumes and data storage needs as the business grows.

Drag and Drop Rules Engine

Allows users to create custom rules to automate actions based on specific criteria (e.g., automatically tag calls based on keywords).

End to End Encryption (SSL)

Secures call recordings and data during transmission and storage.

User-centric Web Interface

Provides an intuitive and easy-to-use interface for managing call recordings, data, and settings.