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About Us
The Heartbeat is an AI/ML-enabled Call Analytics solution for generating highly accurate call transcripts and extracting conversation insights to improve customer experience and agent productivity.
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The Heartbeat
Improve Conversations with Your Customers
Audit, Analyze, Aggregate and coach your agents phone calls. All in one platform.
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Overview
What is The Heartbeat solution?
• Speech Analytics Software
• Quality Assurance Software
• Call Coaching Software
The Heartbeat is an AI/ML-enabled Call Analytics solution for generating highly accurate call transcripts and extracting conversation insights to improve customer experience and agent productivity.
The Heartbeat
Our USP's
Elevate Agent Performance
Revolutionize your contact center with our latest feature in The Heartbeat - Agent Performance Analytics. Dive deep into your agents' call behavior with unparalleled detail, enhancing every aspect of interaction. We don't stop there; we also provide a comprehensive Customer Interaction Indicator.
Mono/Stereo Audio Analysis
The Heartbeat proudly introduces an industry-first feature Mono/Stereo Audio Analysis feature in The Heartbeat, designed to accommodate both mono and stereo call recordings with unmatched precision. Whether your calls are recorded in mono or stereo, our sophisticated system effortlessly processes every detail.
Multilingual Audio Call Processing
The Heartbeat proudly introduces an industry-first feature: Bilingual Audio Call Processing. Uniquely designed to handle the complexities of multilingual interactions, our cutting-edge technology stands alone in its ability to process calls containing two or more languages seamlessly.
Process
How it Works
01
Connect & Collect
Heartbeat establishes seamless connections with communication platforms, CRMs, and data repositories, enabling the collection of your agents' call recordings and metadata with utmost efficiency and accuracy.
02
Analyze
Heartbeat utilizes advanced Machine Learning and Artificial Intelligence techniques to accurately transcribe phone conversations with your agents and assess emotional nuances. It then automatically examines the call content and data, following the guidelines you establish, to provide insightful analysis.
03
Insights
Heartbeat empowers you with valuable insights extracted from a vast collection of customer phone calls. These insights serve as a catalyst for enhancing agent performance, optimizing your products, reducing friction, and deepening your understanding of your customers.
04
Improve
Heartbeat provides all of the tools you need to improve your agents conversations with customers. Call playback and commenting, a call library, QA workflows, agent logins, and custom scorecards, all in one platform.
Features
Discover the power of our innovative features
Harness the power of AI to unlock invaluable insights for your contact center, driving improved business outcomes, agent performance, and customer satisfaction. In stark contrast to the industry norm of analyzing a mere 5-10% of calls through labor-intensive methods like surveys and random call sampling, our solution revolutionizes the process.
Our Call Quality Score goes beyond simple metrics – it delves into the heart of your interactions, assessing not just technical aspects but also the substance of the conversation. It’s more than just monitoring; it’s about understanding the true worth of each dialogue.
ML enables real-time speech-to-text and NLP analysis during calls to reveal conversation insights such as sentiment, detected issues, and speech characteristics. These insights can be integrated into call analytics applications.
Gain AI-powered contact center insights to improve business outcomes, agent performance, and customer satisfaction. On an average, contact centers analyse only 5-10% calls, throughmanual efforts like surveys, and random call sampling.
Integrations
Seamless integrations for maximum efficiency
Our product offers a convenient feature where users can easily fetch their call records through popular cloud drives such as Google Drive, OneDrive, Box, and Dropbox. By integrating with these cloud services, users can analyze their call data without the need for manual uploads.
Why Us?
Experience unparalleled benefits with our Integrated Solution
Customer Insights
Identify call drivers, emerging trends, call categorizations, product improvement opportunities, etc to improve decision-making by extracting detailed conversation insights.
Enhance Agent Productivity
Boost agent productivity and enhance customer experiences with our solution that analyzes call metrics and identifies training opportunities for supervisors
Operational Efficiency
Our product helps identify opportunities for improving products, lowering costs, improving agent/customer retention & ultimately resulting in superior customer experiences.
it’s easy for marketers to brag about how great their product or service is. Writing compelling copy, shooting enticing photos, or even producing glamorous videos are all tactics
Ethan J.Cooper
Managing Partner, supercheapcar.com
it’s easy for marketers to brag about how great their product or service is. Writing compelling copy, shooting enticing photos, or even producing glamorous videos are all tactics
Jane Doe
Managing Partner, supercheapcar.com
Milestone
Experience the difference - join the growing list of satisfied clients and thousands of hours of product usage
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Minutes Analyzed
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Calls Processed
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Clients Worldwide
Fulfilling the Most Demanding Requirements
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