ICAP®

Speech Analytics For Call Center Software

Effective monitoring is essential to a call center. But manual monitoring is labor-intensive and inefficient. And most call analytics programs demand a steep financial investment and in-house technical support.

icap-video-image

ICAP® (Integrated Call Analytics Platform) offers AI-powered call monitoring that’s significantly more affordable than the competition. Partnering with CallMiner, we’ve built a speech analytics platform that automatically monitors and objectively scores every call, providing deep insight into which calls to focus on and drastically reducing the need for internal monitoring.

X
 
icap-icon

Sharper Performance Through Cutting-Edge Technology

ICAPs innovative features help transform your call center by increasing productivity and decreasing costs, providing affordable cutting-edge technology to companies of all sizes. And when used with our call monitoring KPO, ICAP® eliminates the need to staff an internal team.

  • Performance Management
  • Compliance Management
  • 100% Call Monitoring
  • Free Implementation and Management
  • The Power Of AI
  • Customizable
left arrow Performance Management right arrow

Performance Management

Automatically provide performance metrics to managers, supervisors and agents. Agent-specific dashboards deliver real-time feedback through personalized indicators and alerts, allowing agents to adjust quickly to improve performance and the customer experience.

left arrow Compliance Management right arrow

Compliance Management

ICAP® gives you the ability to quickly and easily analyze every call to ensure all regulatory compliance requirements are being met, reducing the risk of fines.
left arrow 100% Call Monitoring right arrow

100% Call Monitoring

ICAP® provides automated monitoring of 100% of calls, versus the 1% to 5% covered by manual monitoring, making it easier to identify trends and handle disputes.
left arrow Free Implementation and Management right arrow

Free Implementation and Management

ICAP® is a cloud-based platform implemented, administered and continuously maintained by a dedicated Provana team. There’s no implementation fee, and no IT infrastructure or in-house team is required.
left arrow The Power Of AI right arrow

The Power Of AI

Using advanced speech recognition technology, ICAP® converts calls into machine-readable transcripts for customizable categorization based on keywords.
left arrow Customizable right arrow

Customizable

Customize ICAP® to your needs with dashboards and agent scorecards designed to address your company’s specific performance indicators.
cta-speech-anayltics-blog-image

Can Technology Transform Your Call Center?

Improve Performance And Compliance through Speech Analytics

Read Now     »

Improve Productivity And Profitability

icap-improve-productivity-image

Beyond the automation and ease it brings to call center monitoring, ICAP® can help improve productivity, performance and profitability by:

  • Gathering larger data sets, allowing you to identify trends faster
  • Improving call quality and customer relationships
  • Increasing call volume per agent by 20%
  • Identifying winning methods that can be turned into best practices
  • Eliminating the time spent manually monitoring calls and providing feedback
  • Reducing customer complaints by 50%

The Next Generation In Call Monitoring

Learn What ICAP® Can Do For You

Speak With A Specialist    »