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Contact centre solutions

Humans simply cannot manually process or analyse the thousands of calls call centres receive. Deployment of an automatic recording and analysis system is an efficient way to report and stay abreast of campaign results. Implementing ReDat facilitates voice analysis and real-time monitoring of individual agents.

Contact centre solutions

ReDat is an indispensable management tool for efficient management, measurement and control of contact centre performance. The system assists with campaign analysis and agent workload and can recognise specifically monitored parameters.

  • Process and analyse all communication channels
  • Manage and develop contact centre human resources
  • Improve customer satisfaction and loyalty
  • Long-term monitoring and updated overviews of current campaigns
  • Advanced voice analysis technology

We design and develop the most advanced voice analysis for call centres of all sizes.

 

Contact our sales department to learn more about contact centre products.

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PROCESSING OF COMPLETED CALLS

RECORDING AND ARCHIVING

RECORDING AND ARCHIVING

Contact centres handle large volumes of calls daily and these calls represent a tremendous quantity of data and a source of useful information. The ReDat® system's key task is to record these calls or interactions in a reliable manner and store them in the archive. Reliably, quickly, securely...

INTERACTION SELECTION SYSTEM

INTERACTION SELECTION SYSTEM

Need to determine when the name of a competing product appeared in calls or are you looking for a call discussing a specific problem? Voice technology makes searching through calls in a tremendous volume of recordings much simpler. Voice analysis also supports the processing of specific calls identified by the system based on manually defined filters.

EVALUATION PROCESS

EVALUATION PROCESS

The voice analysis system is a step up in efficiency compared to an advanced manual evaluation system. Without this system, a moderately-sized contact centre would be unable to maintain call content statistics. Evaluation becomes simpler and is automated after deploying voice analysis. The voice analysis system is configured to check or search for the required parameters in every call. It also has the capability of determining if an offer was presented to the customer.

CALCULATION AND EVALUATION OF RESULTS

CALCULATION AND EVALUATION OF RESULTS

Analysis is conducted in the background of the application. We recommend monitoring campaign parameters and the targets to be reached within final evaluation.

CLEAR GRAPHIC PRESENTATION

CLEAR GRAPHIC PRESENTATION

ReDat-generated data is presented in intuitive graphical outputs showing trends and containing detailed tables. Campaign results are clearly reported for individual levels of management or can be used for training and to improve the skills of individual agents.

Suggestions and requests from customers exert significant influence on the future direction of products.

Suggestions and requests from customers
exert significant influence on the future direction of products.

 

854 contact centres around the world
use our recording system.

 

Certifications

Utility model - Multi-lingual speech analyser.

LEARN MORE ABOUT CERTIFICATIONS