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® (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.

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.

Performance Management
Compliance Management
100% Call Monitoring
Free Implementation and Management
The Power Of AI
Customizable

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.

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.

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.

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.

The Power Of AI

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

Customizable

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

Can Technology Transform Your Call Center?

On-Demand Webinar: Looking Beyond Call Centers For Your Collections Strategy in 2020

Improve Productivity And Profitability

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%