Automatic solution for processing Contact Centre recordings to monitor and verify potential anomalies in over-the-phone contact acquisition (ref. AGCOM 664/06/CONS Resolution Annex A – Art.2).
The Sipal solution is independent of the contact centre platform used to manage telephone calls and allows the automatic offline analysis of recorded calls by monitoring specific parts of the text and/or the customers’ replies.
The Call-Analyzer classifies calls to focus checks on only the calls identified as being particularly critical.
It can also be used to verify that specific information that the operator must request or acquire to confirm the subscription was actually provided and confirmed by the contract subscriber.