CallCabinet Conversation Analytics Software
Take advantage of CallCabinet’s conversation analytics software with strategically curated business intelligence dashboards that ensure precise decision-making across diverse industries. Deep machine learning and next-generation artificial intelligence (AI) work in real time to produce unparalleled business intelligence spanning multiple communication channels and any unified communications (UC) platforms.
Detailed Voice Analysis
Know what was said and how it was said 100% of the time! Highly advanced artificial intelligence (AI) lets you analyze the sentiment held within every call for accurate, contextual insights from your call recording data, complete with speech-to-text transcription.
AI-driven Analysis of Multiple Data Sources
Voice, email, and text are analyzed by powerful, integrated AI using deep machine learning capabilities. Our solution is designed to ingest multiple conversation data sources for a more complete view and understanding of all conversations.
Automated PCI DSS, PHI, PII Redaction
Ensure adherence to all data privacy regulations with our future-proof regulatory compliance call recording solution. Seamlessly meet every requirement by leveraging automatic redaction capabilities for protected health information (PHI), personally identifiable information (PII), and payment card industry data security standard (PCI DSS) data.
Multilingual Transcription
Real-world business conversations often rely on more than one language to interact with customers globally. CallCabinet offers pairing of languages for multinational businesses that need accurate data to accommodate specific operational transcription requirements.
Easily view transcriptions in a conversation-like manner, directly within the interactions section. This capability allows for a more in-depth evaluation of what was said and when it was said. Includes full-text search capabilities.
Detailed Interaction Analysis
Navigate seamlessly from high-level overviews to the depths of individual interaction journeys. Advanced functionality guides users through detailed data landscapes quickly and with precision, enabling a swift and more intuitive exploration. Access detailed analyses of each interaction, including sentiment analysis, call summaries, key actions, and the ability to query the conversation data for in-depth exploration.
Interaction Journey Visualization
Quickly evaluate each interaction with a comprehensive and easily selectable view of each interaction, presenting sentiment journey, action points, and interaction summary in an easy-to-understand format.
Generative AI Queries
Integrated generative AI capabilities allow you to quickly use canned questions or natural language input to query a single, or multiple recorded conversations at a time, making it simpler to explore trends, dissect interaction details, and easily uncover hidden insights.
Agent Analysis
Our holistic approach to agent analytics offers a richer, more detailed perspective. Identify best and worst traits, most common risks, and trends with a comprehensive overview of agent activities, including performance, with enhanced detail and explainability through question-based scorecards.
Drill through the interaction journey for detailed analysis providing the journey, generative AI interaction with your call data, and view of the transcription.
CallCabinet Dashboard Gallery
Our gallery features a diverse collection of pre-built dashboard templates, expertly crafted by industry specialists. These templates transform raw communication data into actionable, easy-to-understand visuals that empower businesses to bridge the gap between information and impact.
With CallCabinet’s dashboards, users benefit from intuitive visualizations that not only enhance user experience but also enable faster, data-driven decision-making. Whether you need insights into compliance, customer experience, agent performance, or operational efficiency, our gallery has the right tools to meet your needs.
Advanced Call Filters and Queries
Quickly and easily find specific recording data with advanced call filters and queries enabled by granular search capabilities.
User-defined ScoreCard Flow Control
Users are empowered with the ability to apply unique business rules when creating performance scorecards. This enables performance management on individual agents across multiple scenarios, making it more flexible, efficient, and accurate.
Comprehensive, Out-of-the-Box Dashboards
CallCabinet conversation analytics delivers comprehensive prebuilt business intelligence dashboards that provide immediate deep insights within your captured voice, text, and email data, propelling data-driven decisions from post-call reporting specific to your business. These dashboards are easy to configure according to your preference with drag-and-drop functionality.
Dashboards include:
Overview
The overview dashboard consolidates various metrics like call interactions, automated quality assurance (AQA) scorecard performance, overtalk, silence, and various other statistics into a single, easy-to-navigate view.
Agents
The agents dashboard provides key insights into conversation analytics for specific agents. It offers a high-level summary of performance, and key operational metrics (such as agent performance and call handling statistics) with the ability to easily select an agent and assess the statistics for the selected agent.
Agents Performance
The main goal of the agents performance dashboard is to provide a detailed overview of the AQA scores for each agent, enabling managers and stakeholders to assess individual performance effectively. Also includes an interactive trend analysis component that allows for easy identification of performance patterns.
Interactions
View a comprehensive summary of customer interactions over a specific period to identify and analyze trends related to spikes in interaction volume. Users can drill down into specific timeframes to uncover patterns in interaction frequency, which can highlight periods of increased customer inquiries or concerns.
Interactions Journey
Featuring a call listing table, AQA scorecard, chat with data, and call transcripts, this dashboard enables users to analyze key metrics such as call length, sentiment, and AQA scores. By allowing users to drill down into specific calls, the dashboard reveals valuable insights into agent performance, customer sentiment, and common inquiry trends.
Customer Experience
The customer experience dashboard offers a holistic view of customer interactions, leveraging conversation analytics to assess the quality and effectiveness of communication. It highlights key metrics such as sentiment analysis and call outcomes, enabling organizations to gauge overall satisfaction and engagement.
Business Risk
The business risk dashboard focuses on the identification and fluctuation of key issues/risks over time. By visualizing the frequency and impact of specific issues on different days, the dashboard allows stakeholders to track trends and patterns in customer interactions.
Included with all CallCabinet products!
CallCabinet’s compliant call recording and AI-powered analytics solutions come standard with military-grade security, data sovereignty, multi-tenancy, data resilience, data redundancy, unlimited storage, global support, and much more.
Recording License
Recording License
Analytics
(Overview Dashboard, Agents Dashboard, Agents Performance Dashboard, Interactions Dashboard, Interactions Journey Dashboard, Customer Experience Dashboard, Business Risk Dashboard)
Migrate and Utilize Legacy Data
Legacy recording data from outdated recording platforms poses a significant challenge to businesses with no way to fully incorporate it into their business intelligence. Let CallCabinet help you unlock this data and compliantly migrate it to the CallCabinet cloud, consolidating all call recording data for easy sharing, searching and analyzing.
See CallCabinet in Action
When you’re ready to advance your business success using CallCabinet, get in touch or schedule a demo when it suits you.