AUTOMATED EVALUATION & QUALITY MONITORING IN THE CONTACT CENTER

Adopt a simpler and more reliable approach to Quality Monitoring with AI

Discover how our AI-powered call evaluation solution revolutionizes your quality management processes, from calibration to debriefing.

Discover Batvoice in action

LEADING CUSTOMER RELATIONSHIP CENTERS TRUST US

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The thorny flaws of today's Quality Monitoring

Calls handled haphazardly, where customer needs are lost in a sea of voice data. Recurring complaints remain unresolved, sales opportunities are ignored, and errors are repeated.
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The result? A degraded customer experience, declining loyalty, and untapped sales opportunities. Without the right tools, these challenges become real obstacles to success.
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Discover how Speech Analytics can transform these challenges into tangible successes for your call center.

Discover Batvoice in action

Boost the productivity of your quality management:

Improve quality processes

-30%

Less time spent on all your Quality processes: calibration, selection, evaluation and debriefing.

Evaluate and debrief more

25 X

More calls listened to, evaluated and debriefed, i.e. 50 calls per month per advisor instead of the 2 mandatory calls (NF).

Save time

2 X less

Time to perform each quality assessment and just as much time saved to analyze the results and assist advisors in their training.

01

Personalize your evaluation criteria and grids

Easily import, create, and adjust your evaluation grids according to your specific needs.
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Instantly format your evaluations for real-time communication with your teams

02

Automatically filter and select calls

Define precise picking filters to automatically select calls for evaluation, based on various criteria such as CSAT and NPS scores, call reasons, customer anger, objections, and much more.
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Automate the assignment of calls to be evaluated, by period and by scope, thus simplifying task distribution.

03

Evaluate more easily and quickly

Automate the evaluation of certain criteria for a quick and accurate analysis of all calls.
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Easily explore customer data thanks to call transcriptions and advanced search tools, allowing you an effective and relevant evaluation.

04

Debrief and share effectively

Access interactive summary sheets for each advisor, providing a complete overview of their skills, areas for improvement, and relevant call excerpts.
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Facilitate debriefings and coaching of your agents through detailed analyses of their performance and the dissemination of a library of good and bad practices.

Discover Batvoice in action

Access our product demo:

Adopt tomorrow's Quality Monitoring now

Free yourself from the time-consuming and costly constraints of traditional methods and gain efficiency, precision, and relevance in the evaluation of your calls.

Dive into the new era of quality management by discovering the power of Batvoice technology.

Discover Batvoice in action

Testimonials

Our customers say it best

1 point of conversion, when you estimate that we are at 30% of conversion on average, that we make 200 million [of sales by telephone per year], if you add 1 point, you do the calculation, we are talking about many millions of euros and this is very concrete.
Grégory Sion Managing Director, Sales, Innovation, Digital
Pierre & Vacances Center Parcs Group
We have reduced the rate of painpoints per call by 19%, mechanically we have also reduced the number of calls by 17%. Overall, on my scale, this represents savings of €300,000.

This has enabled us to gain 1 conversion point, i.e. €1.5 million.
Eric Poueys Customer Relations Director Europe
Pierre & Vacances Center Parcs Group
It is simple, modern and effective. The dashboard is very intuitive, helps to make an initial analysis, to exploit the results, to make observations and then to set up and track actions.

The solution's minimalist design makes the tool pleasant to use and extremely effective.

Pero Almeida Quality Training Coordinator
Armatis LC
My area, that of customer management and the customer experience, has been identified as a strategic area for the future, with the Customer Voice that we have managed to make visible with this type of approach and this type of tool.
Eric Poueys Director of Customer Relations Europe
Pierre & Vacances Center Parcs Group
Discover Batvoice in action

How to test Batvoice AI?

The team responds to your account creation requests directly from the chat, or through your preferred method of contact.

What technical efforts are required?

Batvoice AI is compatible with all telephony solutions present in call centers. We will need access credentials to your recording platform. The solution is compatible with all protocols (API, SFTP, etc.).

What results can we expect?

The thousands of hours of feedback activated by Speech Analytics, multiplied by each customer, opens a wide range of high value-added benefits to our customers: increase in sales, conversion rates, upsell and cross-sell, prediction of customer churn risks and reduction of churn, improvement of customer experience and customer satisfaction, assurance of call quality and compliance. Depending on your role and objectives, you can help your supervisors and evaluators improve your quality processes using Automated Quality Monitoring or improve your customer knowledge through the Voice of the Customer.

What efforts by business teams are required?

Batvoice first contacts your account administrator and helps you configure your users' accounts, then offers you a roadmap with two workshops, before giving you access to your new knowledge base of best practices, methods, and tools to make your Speech Analytics project a success. Your teams master the tools and are operational in a few weeks thanks to the dedicated training content of our Batvoice Academy.

Users of Auto QM © Quality Monitoring see the gains in time and efficiency from the first minutes of use. Batvoice adapts to your quality processes and allows you to easily migrate your internal grids, evaluations, and user accounts.

Users of the Voice of the Customer have key information on customer expectations to launch actions and monitor their impact. Strong team involvement around the continuous improvement of the brand and brand image, the organization and processes is necessary to reap all the benefits.

What is this technology?

Batvoice AI is based on technologies developed 100% internally by our R&D department: speech recognition (speech-to-text), natural language processing, affective & social signal processing, predictive analysis. This in-house development is part of our vision of responsible and ethical AI as well as the growing importance of data sovereignty, values shared with the VoiceLab, of which Batvoice is a co-founding member.

Is it GDPR compliant?

Yes:
- Your information message at the beginning of the call to your customers remains unchanged: "this call may be recorded for quality and training purposes."
- Batvoice automatically anonymises the personal data contained in the audio of the calls and in their transcription.
- The solution is available either in the "Cloud" or "On premise".
- Cloud data is processed in the European Union in accordance with GDPR policy.

FAQ

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Batvoice 2020
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