ANALYTICS Clever Analytics is a Speech Analytics solution that converts voice recordings into text, enabling organizations to monitor 100% of agent-customer conversations. This helps improve quality assurance, identify areas for improvement, and extract actionable insights without the need to listen to every call in its entirety. 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.