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 |