Provana's call center speech analytics
(ICAP - Integrated Call Analytics Platform) offers AI-powered call monitoring.
Partnering with CallMiner, Provana has built a speech analytics platform that automatically monitors and objectively scores every call, to provide insight into which calls to focus on and reducing the need for internal monitoring.
| Beyond the automation it brings to call center monitoring, ICAP® aims to help improve productivity, performance and profitability by:
- Gathering larger data sets, allowing users to identify trends faster
- Improving call quality and customer relationships
- Increasing call volume per agent by 20%
- Identifying winning methods that can be turned into best practices
- Eliminating the time spent manually monitoring calls and providing feedback
- Reducing customer complaints by 50%
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