ANALYTICS

• Features
• How It Works
• Benefits
• Use Cases
• Security
• SOC 2 Compliance
• Q&A

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.

---

DESCRIPTION	Clever ANALYTICS
Evaluation Features
Playback conversations	Yes
Custom QA Scorecards	Yes
Identify repeat customer conversations	Yes
"Custom Tag" conversations	Yes
Basic filtering (across 8 parameters)	Yes
Advanced filtering (across 15 parameters)	Yes
Auto Script score	Yes
Email notifications basis moment missed/achieved	Yes
Adhoc searches across all transcripts	Yes
Coaching Features
Add coaching comments against transcript dialogues	Yes
Share Scorecards with Agents	Yes
Contest QA feedback	Yes
Create a coaching session	Yes
Tag agent calls to coaching session	Yes
Share coaching session notes with teammates	Yes
Add calls to playlists	Yes
Share playlists with teams	Yes
AI Features
Call transcripts	Yes
Speaker separation	Yes
Call summarization	Yes
Call chapters	Yes
Auto language detection	Yes
Sentiment analysis	Yes
Moment achieved analysis	Yes
Download transcripts (in docx)	Yes
Search transcript(s)	Yes
Reporting
Agent level performance metrics	Yes
Team level performance metrics	Yes
Download reports as CSV	Yes
Account Configurations
Create teams	Yes
Add/manage agents	Yes
QA login	Yes
Client login	Yes
Create multiple moments (keywords/phrases)	Yes
Add rules while creating moments	Yes
Reject calls below X secs	Yes
Security features
Redact 16+ PII parameters from audio	Yes
Redact 16+ PII parameters from transcripts	Yes
Auto delete calls after X days	Yes
Disable call downloads for specific roles	Yes
Security best practices
SOC 2 Type 2 compliant	Yes
Data encrypted at rest and in transit	Yes
AWS backed enterprise security	Yes
Separation of test and prod environments	Yes

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.

---

 

Use Cases

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

---

 

Security

Reporting and Visualization

The platform provides dashboards and reports that enable users to monitor and analyze:

• Total number of calls
• Process compliance
• Agent performance
• Call duration
• Detected events
• Historical comparisons
• Analysis by groups and campaigns
• Conversation details
• Automated summaries
• Supervisor evaluations

Sensitive Information Protection	The system can identify and mask sensitive data within recordings and transcripts.
Enterprise-Grade Encryption	All critical information is stored using advanced encryption mechanisms.
IP Allowlisting	Access can be restricted to authorized users from specific IP addresses.
Automatic Data Deletion	Recordings and transcripts can be automatically deleted after the retention period defined by the customer.

---

 

SOC 2 Compliance

Service Organization Control (SOC) is a set of standards to create, maintain, prove, and even enhance the way a vendor manages data – both on-premises and in cloud environments.

Originally established by the American Institute of Certified Public Accountants (AICPA), SOC 2 defines how organizations handle sensitive data, such as financial information and medical records. The SOC 2 Type II certification requires to undergo an independent audit by a qualified third-party auditor. The auditor then certifies that the vendor meets all applicable requirements in one or more of the following trust principles:

• Security

• Availability

• Processing Integrity

• Confidentiality

• Privacy

What it Takes to Become SOC 2 Compliant

Our Speech Analytics Solution is SOC 2 Type II compliant, it takes more than just having the right technology in place it needs to have strict processes as well. It’s an assurance that a vendor has implemented the proper controls to protect the confidentiality, availability, and integrity of your data.

The SOC 2 audit evaluates all aspects of service delivery. It also evaluates whether data is collected under consent and whether data is properly secured from unauthorized access and modification. This means that your data is safe and will not be shared with anyone else without your consent first.

Here is a glimpse of what the process looks like:

• First, a team of auditors will thoroughly review the system documentation, including policies and procedures, as well as all aspects of the service delivery model.

• Then they will conduct interviews with key personnel in the organization to verify that the processes and procedures are being followed properly.

• Finally, they will conduct a physical on-site inspection of the facilities, examining hardware and software configuration along with all related network infrastructure.

The end result, it verifies that the service has implemented appropriate security measures in accordance with industry best practices.

Q&A

What is Clever Analytics?

Clever Analytics is a conversation analytics solution that converts voice recordings into text to monitor, evaluate, and analyze agent-customer interactions using artificial intelligence and configurable business rules.

Is it necessary to listen to every call to perform audits?

No. The platform automatically transcribes calls and generates analyses, summaries, and metrics that enable conversation evaluation without the need to listen to each recording in its entirety.

What types of calls can be analyzed?

The solution can be used across a wide range of processes, including:

• Customer service.
• Sales.
• Collections.
• Technical support.
• Telephone surveys.
• Any operation that generates call recordings.

How are key events or important moments within a call identified?

The platform uses keywords, configurable phrases, and business rules to automatically detect specific moments within a conversation, such as sales closures, validations, objections, or protocol compliance.

Can specific information be searched within conversations?

Yes. Clever Analytics enables users to search conversations using keywords, tags, agents, campaigns, dates, and other configurable filters.

Does the platform generate automated summaries?

Yes. Using artificial intelligence, Clever Analytics can generate automated conversation summaries to facilitate review and analysis.

Can transcripts be downloaded?

Yes. Transcripts can be downloaded for reference, auditing, training, or process documentation.

What information can be included as call metadata?

Examples include:

• Source number.
• Destination number.
• Agent name.
• Campaign.
• Contact list.
• Disposition.
• Unique call identifier.
• Outcome.

Can agent performance be evaluated?

Yes. The platform enables organizations to measure compliance indicators and analyze agent performance using configured rules and evaluation criteria defined by the organization.

Is the stored information secure?

Yes. The solution incorporates security mechanisms such as data encryption, access controls, IP allowlisting, and sensitive information protection.

Can sensitive information be hidden within transcripts?

Yes. Clever Analytics can automatically identify and mask sensitive data to protect the privacy of customers and users.

How long are recordings and transcripts stored?

The retention period can be configured according to the customer's requirements. Automated deletion processes can also be enabled after a defined period.

Can the platform analyze 100% of calls?

Yes. One of Clever Analytics' key advantages is its ability to analyze the entirety of available conversations, providing a more comprehensive view of operational performance.

Is software installation required on users' devices?

Not necessarily. Implementation requirements depend on the architecture and integration approach defined for each customer.

What are the benefits compared to manual call evaluation?

• Greater monitoring coverage.
• Reduced supervision time.
• More objective evaluations.
• Automated pattern detection.
• Access to real-time metrics and performance indicators.
• Faster identification of improvement opportunities.