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.

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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.

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Sharper Performance Through Cutting-Edge Technology

ICAP’s 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.

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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.

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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.

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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.

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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.

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The Power Of AI

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

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Customizable

Customize ICAP to your needs with dashboards and agent scorecards designed to address your company’s specific performance indicators.

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Can Technology Transform Your Call Center?

Speech Analytics Improves Performance And Compliance

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Improve Productivity And Profitability

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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

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