EM&AI – AI SELF-SERIVCE PLATFORM

Scale your call center with Virtual QC

An automated call assessment solution based on EM&AI’s proprietary machine learning technologies such as Vietnamese Natural Language Processing (VNLP); Speech to text (STT); Sentiment Analysis & Criteria Mapping.

Scale your call center with Virtual QC

An automated call assessment solution based on EM&AI’s proprietary machine learning technologies such as Vietnamese Natural Language Processing (VNLP); Speech to text (STT); Sentiment Analysis & Criteria Mapping

WHY VIRTUAL QC?

Comprehensive Solution

This platform was built for the purpose of monitoring and measuring service quality exclusively for call centers

Speaker Diarization

Supports voice separation of customers and employees for more accurate evaluation results

Easy To Use

Friendly interface, intuitive, easy to use for everyone and really quick to deploy

Work Well With Low Quality Audio

Virtual QC system can handle input data with low sound quality caused by contact center working environment

Customized Model

EM&AI provides a platform to help businesses easily train and customize models according to their needs

Seamless Integration

Integrate seamlessly to CRM, database, contact center software to get livestream data. Evaluate and deliver results in seconds

FEATURES

Automatic Agent Evaluation

Evaluate and score automatically the agents by using NLP and sentiment analysis technology.
• Analyze the content of the conversation and compare it with the criteria set to produce the results.
• Identify the emotions of the agent/customer through detecting emotional vocabulary and amplitude anomalies of voice.
• Showing evaluation results from overview to details.

Automatic Agent Evaluation

Evaluate and score automatically the agents by using NLP and sentiment analysis technology.
• Analyze the content of the conversation and compare it with the criteria set to produce the results.
• Identify the emotions of the agent/customer through detecting emotional vocabulary and amplitude anomalies of voice.
• Showing evaluation results from overview to details.

Transcription

Speech To Text technology helps convert audio files into the text to help to grasp easily the content of the call. Besides, automatically distinguish who is speakingby using speaker diarization technology.

Transcription

Speech To Text technology helps convert audio files into the text to help to grasp easily the content of the call. Besides, automatically distinguish who is speakingby using speaker diarization technology.

Criteria Setting

The feature allows businesses to activate existing criteria or add new sets of evaluation criteria suitable for the business.
• Intuitive & easy to use criteria generator – a standard set of criteria.
• Division of evaluation items, easy management.

Criteria Setting

The feature allows businesses to activate existing criteria or add new sets of evaluation criteria suitable for the business.
• Intuitive & easy to use criteria generator – a standard set of criteria.
• Division of evaluation items, easy management.

 

Extract Key Information

Natural language processing allows the system to detect & extract important information appearing in the content of the call such as customer name, service name, phone number, address …

Extract Key Information

Natural language processing allows the system to detect & extract important information appearing in the content of the call such as customer name, service name, phone number, address …

Reports & Forecasting trends

Reports in the form of tables and visual charts allow supervisors to focus their attention on the factors that determine the quality of a call center:

• The agent does not work effectively & needs to improve.
• Weaknesses of the agent through detailed statistics.
• Common mistakes provide a bad experience.
• Potential risks affecting switch board quality.

Reports & Forecasting Trends

Reports in the form of tables and visual charts allow supervisors to focus their attention on the factors that determine the quality of a call center:

• The agent does not work effectively & needs to improve.
• Weaknesses of the agent through detailed statistics.
• Common mistakes provide a bad experience.
• Potential risks affecting switch board quality.

Comments & Coaching

Add comments for each criterion as well as each agent’s dialogue.
• Provides personalized feedback, dig into specific moments in the call impacting CSAT.
• Prepare targeted coaching session with context and ensure every comments are relevant to that agents. 

Comments & Coaching

Add comments for each criterion as well as each agent’s dialogue.
• Provides personalized feedback, dig into specific moments in the call impacting CSAT.
• Prepare targeted coaching session with context and ensure every comments are relevant to that agents. 

CASE STUDY

Cocall Contact Center

“Your company is TRULY upstanding and UNIQUE. More than 100,000 calls quality assessment per month now I just do it with one click”

TRUSTED BY

and more than 100 businesses

DISCOVER INSIGHTS,
REDUCE OPERATION COST
WITH VIRTUAL QC

DISCOVER INSIGHTS, BE IN CONTROL WITH
VIRTUAL QC

DISCOVER INSIGHTS,
REDUCE OPERATION COST
WITH VIRTUAL QC