# Features

# How It Works

##### **1. Recording Integration**

Call recordings are uploaded to the platform along with complementary information (metadata), such as:

- Source number
- Destination number
- Agent
- Campaign
- Disposition
- Call quality
- Custom identifiers

##### **2. Automated Transcription**

Call recordings are automatically converted from speech to text using speech recognition technology.

##### **3. Conversation Analysis**

The platform analyzes call content using configurable rules, keywords, and specific phrases to identify events, behaviors, and improvement opportunities.

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<table border="1" class="align-center" id="bkmrk-description-clever-a" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Oxygen, Ubuntu, Roboto, Cantarell, 'Fira Sans', 'Droid Sans', 'Helvetica Neue', sans-serif; font-size: 14px; border-collapse: collapse; width: 491px;" width="491"><tbody><tr><td width="334"><span style="color: rgb(45, 194, 107);">**DESCRIPTION**</span></td><td width="157"><span style="color: rgb(45, 194, 107);">**Clever ANALYTICS**</span></td></tr><tr><td colspan="2" style="text-align: justify;"><span style="color: rgb(45, 194, 107);"> **Evaluation Features**</span></td></tr><tr><td>Playback conversations</td><td>Yes</td></tr><tr><td>Custom QA Scorecards</td><td>Yes</td></tr><tr><td>Identify repeat customer conversations</td><td>Yes</td></tr><tr><td>"Custom Tag" conversations</td><td>Yes</td></tr><tr><td>Basic filtering (across 8 parameters)</td><td>Yes</td></tr><tr><td>Advanced filtering (across 15 parameters)</td><td>Yes</td></tr><tr><td>Auto Script score</td><td>Yes</td></tr><tr><td>Email notifications basis moment missed/achieved</td><td>Yes</td></tr><tr><td>Adhoc searches across all transcripts</td><td>Yes</td></tr><tr><td>  
</td><td>  
</td></tr><tr><td colspan="2"><span style="color: rgb(45, 194, 107);">**Coaching Features**</span></td></tr><tr><td>Add coaching comments against transcript dialogues</td><td>Yes</td></tr><tr><td>Share Scorecards with Agents</td><td>Yes</td></tr><tr><td>Contest QA feedback</td><td>Yes</td></tr><tr><td>Create a coaching session</td><td>Yes</td></tr><tr><td>Tag agent calls to coaching session</td><td>Yes</td></tr><tr><td>Share coaching session notes with teammates</td><td>Yes</td></tr><tr><td>Add calls to playlists</td><td>Yes</td></tr><tr><td>Share playlists with teams</td><td>Yes</td></tr><tr><td>  
</td><td>  
</td></tr><tr><td colspan="2"><span style="color: rgb(45, 194, 107);">**AI Features**</span></td></tr><tr><td>Call transcripts</td><td>Yes</td></tr><tr><td>Speaker separation</td><td>Yes</td></tr><tr><td>Call summarization</td><td>Yes</td></tr><tr><td>Call chapters</td><td>Yes</td></tr><tr><td>Auto language detection</td><td>Yes</td></tr><tr><td>Sentiment analysis</td><td>Yes</td></tr><tr><td>Moment achieved analysis</td><td>Yes</td></tr><tr><td>Download transcripts (in docx)</td><td>Yes</td></tr><tr><td>Search transcript(s)</td><td>Yes</td></tr><tr><td>  
</td><td>  
</td></tr><tr><td colspan="2"><span style="color: rgb(45, 194, 107);">**Reporting**</span></td></tr><tr><td>Agent level performance metrics</td><td>Yes</td></tr><tr><td>Team level performance metrics</td><td>Yes</td></tr><tr><td>Download reports as CSV</td><td>Yes</td></tr><tr><td>  
</td><td>  
</td></tr><tr><td colspan="2"><span style="color: rgb(45, 194, 107);">**Account Configurations**</span></td></tr><tr><td>Create teams</td><td>Yes</td></tr><tr><td>Add/manage agents</td><td>Yes</td></tr><tr><td>QA login</td><td>Yes</td></tr><tr><td>Client login</td><td>Yes</td></tr><tr><td>Create multiple moments (keywords/phrases)</td><td>Yes</td></tr><tr><td>Add rules while creating moments</td><td>Yes</td></tr><tr><td>Reject calls below X secs</td><td>Yes</td></tr><tr><td>  
</td><td>  
</td></tr><tr><td colspan="2"><span style="color: rgb(45, 194, 107);">**Security features**</span></td></tr><tr><td>Redact 16+ PII parameters from audio</td><td>Yes</td></tr><tr><td>Redact 16+ PII parameters from transcripts</td><td>Yes</td></tr><tr><td>Auto delete calls after X days</td><td>Yes</td></tr><tr><td>Disable call downloads for specific roles</td><td>Yes</td></tr><tr><td>  
</td><td>  
</td></tr><tr><td colspan="2"><span style="color: rgb(45, 194, 107);">**Security best practices**</span></td></tr><tr><td>SOC 2 Type 2 compliant</td><td>Yes</td></tr><tr><td>Data encrypted at rest and in transit</td><td>Yes</td></tr><tr><td>AWS backed enterprise security</td><td>Yes</td></tr><tr><td>Separation of test and prod environments</td><td>Yes</td></tr><tr><td>  
</td><td> </td></tr></tbody></table>

# Benefits

##### **Business Intelligence**

Enables organizations to analyze 100% of calls to gain strategic insights into customers, processes, and operational performance.

##### **Agent Performance Evaluation**

Automates call evaluations, enabling objective measurement of agent performance.

##### **Continuous Improvement**

Identifies behavioral patterns and optimization opportunities through conversation analysis.

##### **Supervision Optimization**

Reduces the time spent manually reviewing calls, allowing supervisors to focus on higher-value activities.

##### **Flexibility**

Can be integrated with different communication and operational platforms.

##### **Conversation Library**

Enables organizations to store and access historical calls for agent training and coaching.

##### **Tags**

Facilitates conversation discovery using keywords or specific criteria.

##### **Transcript Downloads**

Transcripts can be downloaded for reference, analysis, or documentation purposes.

##### **Automated Summaries**

Generates AI-powered conversation summaries.

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# Use Cases

- Customer service
- Sales
- Collections
- Quality monitoring
- Agent training and coaching
- Process auditing
- Customer experience analysis

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