When you’re running a contact centre, every customer call matters – but without face to face interaction it’s easy to miss half the conversation.
That’s why we developed TrueVoice – to give you the full picture.
Rather than relying on traditional keyword spotting alone, TrueVoice uses AI to analyse behaviour and emotion on every call, helping you to quickly understand how your customers and call agents are really feeling. And because it monitors all your customer interactions it can quickly highlight areas of risk as well as opportunities to improve the customer experience and reduce call agent churn.
When you want to do the right thing for every customer, TrueVoice helps you make the right call.
TrueVoice powered by AWS infrastructure
Now available on AWS Quick Start, TrueVoice can be quickly deployed to your organisation through AWS Cloud technology, meaning that your contact centre can start realising the benefits faster.
TrueVoice is a scalable Artificial Intelligence platform delivering:
Machine learning feedback loop
Behavioural & sentiment analysis
Outcome based models
How it works
Understand what was said
TrueVoice turns each interaction into text.
Understand how it was said
We then analyse properties of the call including tempo, amplitude, pitch, tone and non-semantic communication.
Combine additional data to create a "single customer view"
Insight is captured from the voice interaction and combined with additional data sources about the customer, to provide a complete customer journey.
Rank each interaction
TrueVoice analyses each call against the population enabling your business to become more predictive and proactive.
Everything you need to know
The results provide insight into potential revenue generating opportunities. It also helps detect customer vulnerability, agent pressure and early warning signs of complaints.
All within a centralised view
Key business and customer outcomes are displayed, so you can review and take action quickly. This helps you improve your call centre operations whilst looking after your agents and improving your customer experience.
Embedded machine learning allows TrueVoice to continuously improve - offering smarter, faster insight over time.
Get in touch
Analyse all your customer interactions to help you make the right call.Get in touch