Situation
The audio could not be downloaded and the quality was too low.
The health insurer wanted to record phone calls and use them for speech and emotion recognition when training call centre agents. The existing application, however, could not download the audio, and the quality of the recordings was too low to work with.
Approach
Not an extension, not the cloud, but building it ourselves.
Extending the existing solution proved too expensive, and a cloud solution was not secure enough for a health insurer. So Effecta’s developers used a software development kit to build a call logger that is linked to the call centre system. It stores the audio and enriches the recordings with metadata.
Result
A dedicated application for voice recording and call analysis.
The health insurer now has a voice recording application that the organisation uses itself for call analysis. For each recording you can see exactly who called, which number they dialled and which agent answered the call. This lets the insurer train its staff in a targeted way.