ELSBETH VocalCoach (EVC) is IT Sonix AG’s unique software solution for fully automated quality assurance and call optimization. EVC simultaneously searches for phrases and keywords in individual calls to find certain predefined requirements. During this procedure, EVC evaluates the “agent” and “customer” speech channels using market-leading speech recognition software and saves the results in various formats. EVC supports English, German, Italian, French, Spanish and Turkish - further languages can be available as an extension.
Right from the start, you can use EVC Configurator to independently, quickly and easily define the characteristics to be checked for your campaign, and to set evaluation criteria. Several evaluators are available: Required Phrases, Dialog Pairs, Good Phrases & Bad Phrases, Category, Clear Speaking, Volume, Stress Level, Spech Ratio, Cross Talk and Signal Quality. EVC Analyzer can quickly provide you with clear, graphical evaluations of these characteristics at the level of the call, agent or campaign. The real-time analysis of phone calls immediately shows your agents if relevant information has not been provided or has been provided incorrectly, which gives him or her the opportunity to make corrections before the call is over. The integrated role management functionality enables the system to provide user-specific analyses. This allows agents to view their own statistics, while coaches and team leaders see the results in an overall context.
With EVC, you can finally evaluate the quality of all company calls in a fully automatic and 100 percent objective fashion. The results of calls can also be edited manually. Comments can be added to data sets and the automatic evaluation can be changed by trainers. All of your quality management processes are optimally supported.