In every call center scenario, statistics show that between 3% to 5% of the ongoing calls contain elements of negative feelings. Listening to randomly selected 5% of the calls as most call centers do, will show a very small chance for a manager to stumble on a relevant call, and only a fraction of all negative calls will be reviewed. Listening to the QA7 flagged calls ensures that most of the negative calls are reviewed, with minimal waste of the manager’s expensive time searching for these calls.

QA7 extracts from any voice interaction different sets of audio properties that are indicative of several key emotional states that are relevant to the call center manager level. These emotional states typically indicate when a conversation is taking a wrong turn, and the customer begins to feel unhappy with the service he receives. We can break this set of emotions down to stress, upset and anger – but QA7 can also identify positive feelings such as happiness and arousal that can be used to assist sales efforts.

Managers learn to identify different emotions and customers in distress when listening to specific calls and react to such events so the customer problem is resolved. Knowing in advance which calls to listen to and make your work more effective is where the QA7 power comes to play. QA7 can listen simultaneously to all on-going calls, and flag for your attention only those worthy of your time and attention.

No. The QA7 technology is using only a portion of Nemesysco’s technology, and while it draws from the same sources, it is focused solely on the emotional reactions and it is not intended for veracity assessment.

QA7 can serve any size of organizations in different manners, from real-time alerts, offline data mining and even with automated report generation, sales force optimization, and work related stress detection. Each of our partners can develop unique sets of functionalities to serve different needs.

QA7 is the quickest solution to implement, and overall can take few weeks for basic functionality. There is no need to train QA7 and it works straight out of the box in any language. Of course, actual development time depends on your available resources and the complexity of your intended system. Nemesysco does it utmost to support you with code samples, design ideas and implementation methods to speed up your development time and help you bring the product to market ASAP.

QA7 basic data extraction technology is using a set of techniques to normalize and minimize the effect different protocols and media have on the data, and in most cases will overcome the changes. It is important however to mention that in some rare cases, the QA7 analysis may look in some emotional dimensions to be less accurate and stable, and a quick pilot on your pre-recorded data will help us determine the level of accuracy QA7 can have in your settings.