VoiceLab
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About
VoiceLab provides an advanced Conversational Intelligence (CI) platform designed to automate the monitoring and analysis of customer interactions across phone calls, emails, and chatbots. By capturing every word spoken or written, the tool eliminates the need for manual spot-checking, allowing businesses to gain full visibility into their communication channels. The primary goal is to enhance service quality, ensure compliance, and identify opportunities for revenue growth by transforming raw audio and text into actionable business data. It provides a comprehensive suite of tools for capturing, processing, and understanding the nuances of human dialogue in a commercial setting. The platform operates through a multi-step process beginning with highly accurate Automatic Speech Recognition (ASR) that converts speech to text with a low Word Error Rate (WER). Once transcribed, the data is processed through Natural Language Processing (NLP) engines to identify themes, intents, and sentiment. Users can access a centralized dashboard to visualize performance trends, search for specific keywords, and receive automated alerts for critical events. A unique feature includes the ability to create hybrid scoring cards that combine manual assessments with automated AI metrics to evaluate agent performance objectively and consistently across the entire workforce. This solution is tailored for organizations with high-volume customer interactions, specifically call centers, retail managers, and sales departments. It serves diverse roles including Quality Assurance managers who need to automate scoring, sales directors looking to replicate the tactics of top performers, and analysts who require deep data on consumer trends. Because the technology supports real-time prompts, it is also highly beneficial for onboarding new agents, as it provides live guidance during active conversations to reduce ramp-up time and ensure high-quality service from day one. What sets VoiceLab apart is its proprietary technology stack, encompassing ASR, NLP, and Text-to-Speech (TTS), which allows for deep customization to specific industry vocabularies. Unlike tools that rely on third-party APIs, VoiceLab offers voice biometrics for security and fraud prevention, enabling the identification of specific speakers within a recording. Furthermore, the system includes advanced features like Reason for Calling (RFC) identification and automatic summarization with CRM export, streamlining the post-call workflow and ensuring that no customer insight is lost in the transition from voice to database.
Pros & Cons
Proprietary technology stack allows for deep customization of ASR and NLP models.
Monitors and transcribes 100% of conversations rather than just small random samples.
Provides real-time feedback to agents, reducing the time needed for onboarding and coaching.
Includes voice biometrics which can be used for both identification and fraud prevention.
Supports hybrid scoring cards that mix automated AI metrics with manual supervisor notes.
Advanced AI scoring cards and custom LLM integrations require individual pricing valuations.
The website interface and some documentation are primarily provided in Polish, which may affect international users.
Real-time processing features may require more complex technical setup compared to post-call analysis.
Use Cases
Call center managers can automate the quality assurance process by using AI scoring cards to evaluate 100% of agent calls for compliance.
Sales directors can identify successful phrases used by top performers to create data-driven training libraries for the entire team.
Security teams can implement voice biometrics to verify customer identities during sensitive phone-based transactions.
Customer experience analysts can track shifts in sentiment and 'Reason for Calling' trends to identify emerging product issues.
New agents can receive automated live prompts during calls to ensure they adhere to scripts and handle objections effectively.
Platform
Task
Features
• sentiment and intent analysis
• customizable analytics dashboards
• reason for calling (rfc) detection
• multi-channel monitoring (chat/email)
• automated quality assurance scoring
• voice biometrics for speaker id
• real-time agent coaching prompts
• 100% automated call transcription
FAQs
How accurate is the speech-to-text transcription?
VoiceLab utilizes proprietary ASR technology with a very low Word Error Rate (WER) to ensure high precision. The system also includes voice biometrics to accurately identify and separate different speakers within a single recording.
Can the system help train new sales agents?
Yes, the platform identifies best practices from top-performing calls and allows managers to create snippets for coaching. It also provides real-time prompts and tips to guide agents during active interactions.
Does VoiceLab support channels other than phone calls?
The Conversational Intelligence platform is designed to monitor and analyze interactions across emails, chatbots, and voice bots. This provides a unified view of all customer communication channels in one dashboard.
What kind of analytics does the dashboard provide?
The system offers automated reports on call volume, silence duration, and agent versus customer talk time. Users can also track sentiment trends, keyword frequency, and customer satisfaction metrics over time.
Does it integrate with existing CRM systems?
VoiceLab includes features for automatic call summarization and data export directly to CRM platforms. This helps maintain accurate customer records without requiring manual entry from agents.
Pricing Plans
SaaS / Standard
Unknown Price• 100% automatic transcription
• Turn-based conversation division
• Keyword and phrase highlighting
• Metadata management
• Sentiment analysis
• Basic AI cards
• Standard reporting dashboard
• Automated alerts
• Reason for Calling (RFC) analysis
Enterprise / Custom
Unknown Price• Dedicated account manager
• External LLM integration
• Custom AI card development
• Advanced data analysis reports
• Custom technical support
• Knowledge base construction
• Extended instances
• Voice biometrics integration
Job Opportunities
There are currently no job postings for this AI tool.
Ratings & Reviews
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