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Phone call analytics

Objectives of the service

The inbound and outbound calls of brands are an indispensable way to contact customers and are a rich source of information. Thus, the brand has a great opportunity to capitalize on these contacts with their customers, offering plenty of data that can be exploited, for different purposes, for the benefit of the final customer experience.

To be able to process all this data efficiently, the audio recording, even if accompanied by metadata specifying the context of the call (date, agent, call queue, competence, etc.), does not have the capacity to be exploited efficiently: the visibility of its content, the themes addressed during the call, the purposes of the exchange, the satisfaction of the customer, etc. are all pieces of context that would require listening to each call in detail in order to be annotated.

However, having the capacity to quickly measure trends, understand elements of blockage or frustration, whether from the customer or the agent, and capture the signals marking shortcomings in a brand's processes is a strong challenge, requiring mass processing skills.

Allo-Media response

In order to process these recordings and improve understanding of the content contained in these calls, Allo-Media offers a service called "Phone call analytics", enabling any brand to get accurate transcription of their audio recordings. To do this, Allo-Media uses a proprietary natural language speech recognition technology, ensuring a transcription adapted to the specific technical constraints of the telephone environment: degraded sound quality, spontaneous speech, speech breaks, various regional, national and international accents, etc...

In order to further improve the usability of this data, Allo-Media also offers to add enrichment elements to the transcription, both to secure confidential or sensitive data and to display analytics elements. Thus, Allo-Media processes personal identifiable information in real time, and is able to display a label instead of the actual transcription ("First name" instead of "Nathan"; "City" instead of "Liverpool", details of the possibilities are described in the technical documentation). Similarly, Allo-Media offers several elements for analyzing the conversation, in the form of tags, offering a readability of the elements making up the call, without having to listen to it in full:

  • tags specific to the customer's voice: satisfaction, effort, intentions, etc.
  • tags specific to the advisor's voice: quality monitoring, compliance, etc.
  • tags dedicated to understanding interactions and purposes: conversions, products, etc.

Details and clarifications

Overview of the processing chain

Data input protocols

To enable transcription of telephone calls for the brand, Allo-Media offers a telephone interconnection, deployable in several ways:

  • via a call transfer to DIDs (incoming calls only), for a capture of flows that is quick to set up and requires the least amount of intervention to the brand's telephony setup. Calls to the brand's public number are transferred to one or more of Allo-Media DIDs, which then return them to one or more of the brand's DIDs, without picking up. Allo-Media thus hosts the call on its voice infrastructure, and with "double-listening", transparent for both speakers, can carry out the desired processing.
    • For any access request, please send your request to: support@allo-media.fr
    • The connection modalities will be specified in return of this access request.
  • via a script replacing the public numbers of the brand displayed on a website, through a process called "Call-tracking". This process makes it possible to display Allo-Media numbers directly in place of the brand's numbers, in order to provide an identification bridge between a visitor of the website and the call that will result from this visit. The call is also hosted on the Allo-Media voice infrastructure, and with "double-listening", transparent for both speakers, allow to carry out the desired processing.
    • For any access request, please send your request to: support@allo-media.fr
    • The connection modalities will be specified in return of this access request.

All technical details related to this input protocol are available in the Allo-Media technical documentation.

  • via a Trunk SIP call transfer (both incoming and outgoing calls), for a more robust flow capture, ensuring a complete control to the QoS (Quality of Service), and limiting the telephone call costs of the PSTN network. Calls to the public number of the brand continue to be transferred, but via this SIP Trunk, which then returns them to the voice infrastructure of the brand, without picking up. Allo-Media also hosts the call on its voice infrastructure, and with "double-listening", transparent for both speakers, can carry out the desired processing. The voice flow can be secured via two main methods: through an IPSEC VPN, or via a private link.
    • For any access request, please send your request to: support@allo-media.fr
    • The connection modalities will be specified in return of this access request.

The data entrusted by the brand will then be processed as described in the following paragraph.

Processing carried out

As soon as data is ingested by the brand within the Allo-Media platform, an automated treatment process is set in motion.

Depending on the processing options chosen, the audios deposited by the brand are subject to :

  • a transcription (mandatory), in the language chosen and defined within the processing configuration (details in the technical documentation)

Data output protocols

Once the processing by the Allo-Media infrastructure is complete, the now transcribed, structured and enriched audios can be consumed in different ways:

Regulatory compliance

Since Allo-Media acts as a service provider, it is necessary to establish with the brand, which is solely responsible for data processing, a configuration adapted to each of the processes carried out. Thus, the following elements can be configured, affecting the availability of data within the Allo-Media servers

  • the retention period for the audios (in increments of 1 day - default value recommended by the CNIL: 180 days)
  • the retention period for transcripts (in increments of 1 day - default value recommended by the CNIL: 360 days)
  • Named entities requiring redaction