Manage rep performance in record time with AloAi Voice Analytics
Know exactly where deals stand and whether your reps delivered on calls—-without sifting through long recordings. See detailed call summaries in seconds while tracking key topics and critical conversation points.
- Break down talk time by reps vs. customers to check engagement levels
- Review action items on both sides to enforce follow-through
- Generate accurate transcripts separated by speaker
- Understand speaker emotional sentiments (positive, negative, or neutral)
- Define trackable key words and see where they appear in transcripts
Take a closer look
Explore the interactive demo and see this feature in action—your way, your pace.
Your quality-control assistant for every customer call
Forget guessing how your reps handled conversations or relying on word-of-mouth recaps. AloAi Voice Analytics is the conversational intelligence you need to make sure they’re following your playbook—and quickly identify where they need coaching. At a glance, you’ll see the following for each call:
- Any solutions your agents pitched to callers
- How they addressed customer challenges and pain points
- Where conversations shifted in tone and how reps responded
- Actions they took to overcome objections (i.e. offering trial extensions or discounts)
- Discussion outcomes and agreed-upon next steps
Your all-knowing source for call center business insights
Need to evaluate team performance at a macro-level (without digging through cumbersome data?) Our analytics dashboard serves up critical stats in a simple, easy-on-the-eyes interface. Filter results by agents or teams to see how peers compare to each other and how the customer experience varies.
- View how customer sentiments change across agents and teams
- Calculate talk time ratio averages by team
- Identify how often key words surfaced in conversations
- Categorize calls by the most prominent topics
- Click into transcription history to review specific areas of concern
Your dependable, accountability partner for reps
Keep reps on task and help them cultivate stronger customer relationships without the burden of taking notes. AloAi Voice Analytics is their productivity-boosting partner on calls—handling administrative tasks so they can focus on building human connections. Now reps can automatically see:
- Call outcomes with clearly defined next steps (no more confusion on follow ups!)
- What solutions they suggested and how customers responded
- Customer verbal agreements on pricing or service packages to prevent discrepancies
- How teammates conducted calls (and where they can add value) for seamless deal hand-offs
Take it from our happy customers
Frequently Ask Questions
What is call transcription?
A call transcription is the process of converting a video or audio call into written words, helping you analyze and organize the call information for quality assurance.
Is it legal to transcribe a phone call?
It depends on the state or locality but with Aloware, you don’t have to worry as we ensure all our features (including smart transcription) and services are law-compliant. From the moment your call is picked up, the receiver is already informed that the call will be recorded, hence, you get the consent. After recording the call, we ensure all the sensitive information (e.g. bank account details) are protected. Our smart transcription feature removes sensitive personally identifiable information (PII) from your transcripts through PII redaction.
How can Aloware’s smart transcription help teams?
Aloware’s smart transcriptions helps you in: 1. Simplifying complicated call center quality assurance processes 2. Analyzing overall customer sentiments. 3. Understanding your sales representative’s performance. 4. Gaining insights into what needs to be done to improve customer interactions.
What are the benefits of Aloware’s smart transcription?
1. This feature helps you to automatically categorize and assess the quality of your agent calls. 2. It captures relevant ideas, key phrases, and words so you wouldn’t miss important information. 3. It determines whether a call is generally positive, neutral, or negative. 4. It lets you easily navigate the call recording and transcription. 5. It helps you analyze the call better and determine any need for agent upskilling and improving customer interactions.
Can this feature transcribe voicemails?
Yes, voicemails can also be transcribed.
Does smart transcription transcribe all my call recordings, including calls in the past?
No, we only transcribe calls from the time you enabled the feature.