AI-Powered Conversation Analysis
for Call Centers
Voicentra is an AI platform that automatically transcribes call center voice recordings and analyzes conversation content to generate operational insights. It eliminates manual listening processes and, by analyzing all conversations, provides clear data on performance, customer needs and sales opportunities.
Transcript generation
Agent performance analysis
Quality measurement
Sentiment analysis
Customer satisfaction tracking
Sales suggestion
Sales closing analysis
Department-based report
Person-based report
Integration with CRM systems
Transcript generation
Agent performance analysis
Quality measurement
Sentiment analysis
Customer satisfaction tracking
Sales suggestion
Sales closing analysis
Department-based report
Person-based report
Integration with CRM systems
A Next-Generation Approach to Call Center Analysis
Instead of evaluating call center conversations only through listening and sampling, Voicentra includes all conversations in AI-powered analysis processes. This way, quality teams make agent performance, customer satisfaction, sales opportunities and training needs more visible.
See How It WorksStrengths
Correctly confirmed the customer's name and made a professional introduction.
Concluded the conversation quickly and efficiently.
Voicentra Core Features
Conversation
Overall success evaluation of the conversation
Overall Success Score
Mutual Communication Quality: Communication was fluent but a warmer atmosphere could have been created.
Solution Orientation: The agent quickly understood the customer's request and responded appropriately.
Overall Success Evaluation: The conversation went well overall, but a deeper connection with the customer could have been established.
Key Topics & Words
Topics
Brand Test
Quality Control
Positive Words
thank you
thanks
good day
Negative Words
-
Automatic Speech → Text Transcription
By automatically transcribing call center conversations, Voicentra makes all conversation content analyzable.
Sentiment and Speech Analysis
Customer and agent conversations are evaluated with sentiment analysis; satisfaction, tension or sales opportunities are detected.
Agent Performance Measurement
Agents' speech quality, process compliance and customer management performance are measured with automated analyses.
Sales and Suggestion Tracking
Whether a sales suggestion was made in conversations and whether the sale was closed is analyzed automatically.
Automatic Analysis and Reporting
Department-Based Reports
By analyzing call center data on a department basis, Voicentra produces meaningful reports for managers.
Agent-Based Performance Analysis
Each agent's speech quality, process compliance and customer interaction are measured separately.
Customer Needs Analysis
Customer requests, complaint topics and product needs are automatically analyzed and reported.
Training Need Detection
Thanks to conversation analyses, agents' areas for improvement are identified and training processes are supported.
Call Agent
Ayşe Yılmaz performance evaluation
Communication Skill
70%
Professionalism
80%
Communication: The agent used clear and understandable language but could have communicated with a warmer tone.
Professionalism: Displayed a respectful and professional attitude but could have taken a more personal approach.
Call Information
Category
General
Resolution Status
Resolved
Priority
Low
Performance
Response Speed
6/10
Resolution Effectiveness
7/10
How Does Voicentra Work?
1
Integrate Voice Recordings
Call center voice recordings or conversation data are integrated into the Voicentra platform.
2
Start the AI Analysis
Voicentra automatically transcribes, analyzes and categorizes the conversations.
3
Review the Reports
Get detailed analysis and performance reports on department, agent and customer behaviors.
Integration with CRM and Enterprise Systems
CRM Integration
By working integrated with CRM systems, Voicentra associates conversation analyses with customer records.
Compatibility with Operational Systems
It provides easy integration with call center infrastructures, recording systems and data platforms.
API-Based Architecture
Thanks to its REST API infrastructure, it offers fast and secure integration into existing corporate systems.
FAQ
Data-Driven Call Center Management
Voicentra transforms call centers from operations that merely make calls into strategic centers that generate data.
All conversations are analyzed, performance is measured and customer behavior is understood.
This way, organizations can improve the customer experience while managing sales and operational processes more efficiently.