EMOSpeech Call Classifier helps call center supervisors analyze and identify problematic calls. so that agents can be evaluated based on their call performance, measured from emotional indicators. Our solution is simple and easy to use, with a friendly User Interface and easy installation on top of existing call center infrastructure. Our technology recognizes over ten emotion states in a continuous spectrum.

1. Call Classifier

2. Call Center
supervisors monitor
calls for quality
assurance and to
identify the ability of
the agents to satisfy
their customers.
All call-centers have supervisors who monitor the
calls, however, the number of calls received in a
typical call-center is very high, and it is not cost-
effective to monitor all calls.

3. “
… the cost involved in human-
monitoring of these calls is
extremely high. Therefore,
automatic monitoring of these
calls for recognizing the
emotional features is a very
important problem from a
business perspective.
Purnima Gupta and Nitendra Rajput, Indian Institute of
Technology, India

4. Call Classifier identifies problematic
calls and organizes them
based on the level and
intensity of
emotions.

5. The system will
display a chart with
the emotional
characteristics
of each call.
Call Center supervisors can identify
extreme emotional characteristics and the
moment these occurred during the call.

6. The system can identify different
emotion categories.

7. Call Classifier Building Blocks
Call Center Business
EMOSpeech Call Classifier
Applications
Speech Indexing User Interface
Call Center Engine Layer
Repositorio Segmentación Segmentación Segmentación Dashboard
Repositorio
Recording Tagging and Query and
y Análisis Indexing
y Análisis y Análisis Reporting
de
Platform Analysis Search
de
Llamadas Emocional Emocional Emocional Llamadas

8. Why EMOSpeech?
• In addition to helping contact centers increase the level of
customer service, Call Classifier pays for itself by increasing
management effectiveness improving agent efficiency,
providing more focused training, reducing agent turnover
and improving customer satisfaction and loyalty.
• Call Classifier is a software-only solution, allowing
customers to use commercial-off-the-shelf (COTS) servers.
• Fully integrates with all major call recording and storage
platforms.

9. Thank you
http://EMOSpeech.net
@EMOSpeech
Contacto@EMOSpeech.com.mx