Automatic voice analysis tools for a commercial sector

Date: 22.07.2009 | Author: RETIA, a.s.

D.A.S. pojišťovna právní ochrany, a.s. has implemented recording system of telephone communication within improvement of own customer services. D.A.S. insurance company is an independent specialist focused on legal protection. D.A.S. business and activity were founded on the grounds of cooperation with highly qualified experts, prompt solving insurance events and high-end services. Therefore D.A.S. has taken account of the same high standard when finding the most suitable and sophisticated supplier of recording system, which shall provide maximum of reliability and functionality.Benefits of voice analysis

Benefits of voice analysis

• Monitoring the quality of corporate communication - „People usually think, that telephone communication is strictly a routine activity, in which there is no reason to improve. Nevertheless, the telephone communication represents the first contact with potential customers, which shall have a pleasing address. In how you impress your customers by phone, they will suppose the corporate in its entirety then. "
• Complete results from 100% telephone records - „In the medium and large companies there are about thousands of calls every day, which contain a huge amount of valuable information. The saved data often stays unheeded, without someone is aware of how valuable asset it can bring. "
• Finding „critical" calls - Word spotting - „Only voice analysis of 100% of calls can detect and analyze critical, aggressive and dissatisfied callers. Thanks to the unique module of ReDat VoiceProcessor - Word spotting - you can find out that your rival company is ahead of you. It can draw your attention to possible problems and forestall your future business failure. "

Device description

ReDat system enables recording and archiving voice communication conducted through monitored telecommunication equipment. ReDat Recording System, which was implemented at the customer, consists of ReDat3 Recording Unit and ReDat Application Server. Audio data are primarily stored on ReDat3 Recording Unit. The data is centrally replicated from ReDat3 Recording Unit and stored on ReDat Application Server, which creates an archive of records. ReDat Application Server also provides the automatic voice analysis by means of ReDat  VoiceProcessor module.

ReDat VoiceProcessor is after the initial configuration fully automatic and independent on the user. ReDat VoiceProcessor modules are working above the archive of records, which has been already created. The results are completed into the new tables of the database. This primary voice analysis is running over each record only once. Additional modules of ReDat VoiceProcessor process these already calculated parameters.

ReDat integration

• ReDat3 Recording Unit and ReDat Application Server connected to IP network
• ReDat3 Recording Unit connected across ISDN30 (impedance termination)
• SMDR (tariffication port) is divided and connected to ReDat3 Recording Unit

Configuration, settings for successful acceptance test

• ISDN30, DSS1 signalling, channels in TELEF mode
• SMDR (tariffication port) which must be set for sending signalling information when incoming and outgoing calls
• Configuration of ReDat Application Server, ReDat3 Recording Unit is pre-set, inputs are connected, replication and archiving functions are running
• ReDat VoiceProcessor module is activated on ReDat Application Server

Benefits of implemented system - ReDat Application Server, ReDat VoiceProcessor

• AUTOMATICALLY selects all records
• Complex results from 100% telephone records
• Monitoring of parameters in time
• Detector of voice fluency
• Searching of voice overlapping (customer/operator) when disagree or arguing
• Emotion detector
• Identifies following emotions: low stress index, high stress index, indifference or unemotional
• interaction
• Generating reports for management
• Graphical and statistical outputs of analysis
• Intuitive web environment
• Quick work with records
• Secured access
• Modular architecture
• Custom function adjustment
• Central database and archive
• Recording by plans and rules
• Complex history of records
• Monitoring and live listening of telephone communication 

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