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VOC + QA
The VOC and QA module transcribes conversations, analyzes sentiment, and evaluates customer experience and the performance of human and AI agents.
Quality and voice of the customer in a single module
Capture and analyze all your Power Conversations like never before. With our VOC and QA (Quality Assurance) module, you can automatically transcribe voice conversations, analyze sentiment, classify topics, evaluate your customers' experience, and the performance of your human and AI agents.
We are a WhatsApp for Business Technical
Certified Company
Our expertise in WhatsApp Business sets us apart in the market. We are a Meta-certified WhatsApp for Business Technical company, a recognition that validates our technical capability to develop and implement robust, reliable conversational solutions aligned with WhatsApp's evolution as a business channel.
Key capabilities that drive every Power Conversation:
Análisis de sentimiento, intención y contexto, para comprender el estado emocional del cliente a lo largo de la interacción usando modelos avanzados de análisis de sentimientos.
Clasificación temática automatizada, que identifica los temas más frecuentes, críticos o emergentes.
Detección de riesgos de cumplimiento y alertas proactivas, según reglas configurables por negocio o normativa.
Configura formularios o Scorecards personalizables, que permiten evaluar calidad según criterios propios de cada operación o canal.
Dashboards ejecutivos de CX y QA, con indicadores clave de experiencia, desempeño y cumplimiento.
Motor de recomendaciones para agentes y supervisores, basado en patrones de excelencia y oportunidades de mejora.
Integración directa con grabaciones, chats y metadatos, para una trazabilidad completa y evaluación en contexto.
Transcripción automática de conversaciones de voz, con alta precisión multilingüe (speech analytics).
Performance Monitoring and Analysis with VOC and QA
Monitor performance metrics by skill, service level, and abandonment rate. Evaluate operational quality and customer experience in real time to drive continuous improvements.
VOC + QA: Analyze and elevate the quality of every conversation
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