CyberTwice has exciting news for you! We’re pushing innovation forward by adding cutting-edge AI-based features to our ATTEST Teams Recording solution, and we can’t wait to share them with you.
You know us from CyberGate, our 1st SaaS solution launched in December 2020 that connects IP Video Intercoms, IP Paging systems and IP Cameras with Microsoft Teams. We are getting close to serving 1,000 large enterprise customers in 35 countries worldwide.
In 2023 CyberTwice launched the 2nd SaaS application ATTEST– also published on Azure Marketplace. ATTEST offers recording for Teams conversations, capturing audio, video, and shared screen content. It also provides SIPREC recording of a Session Border Controller (SBC) for both mobile and fixed-line voice recording. Recordings are securely stored in Azure with strong encryption and tampering detection.
Enhance ATTEST with Conversational Analytics
Conversation Summary
Creating summaries of Teams conversations helps to quickly and consistently log a conversation and identify the main topics discussed during a meeting. This saves time compared to participants listening to a replay of the entire call and manually creating the recap. The summary is stored with the recording metadata and is searchable.
Contextual Text Search
Capturing conversations is one thing; finding what you’re looking for is another. The ability to scan a large set of Teams conversations for keywords, synonyms, or text phrases in a specific context will significantly reduce the time needed and increase the accuracy of finding the conversations you’re looking for.
Intent Recognition
Classify the content of conversations and actively monitor if customer interactions are dominated by predefined topics that you want to be alerted about. For example:
- ‘need to cancel my reservation’,
- ‘login problems’,
- ‘I’m ordering your product but ... ’
- ‘I’d like to change my contract and...’
Intent Discovery
Intent Discovery is an automated self-learning system to discover what topics are dominant in captured Teams conversations, over time. So rather than manual replay of an arbitrary small set (say 0,5%) of conversations, Intent Discovery & Recognition actively monitors and reports on dominant topics in 100% of the Teams conversations, which in turn helps to optimize workflows and business processes.
Automated Compliance & Quality Checking
In sectors like Financial Services, employees are required to follow regulatory and company policies, ensuring customers are informed about their rights, obligations, and any disclaimers related to the product being discussed.
Similarly, in industries such as Hospitality, Healthcare, or Government, agents must adhere to behavioural guidelines and collect specific information during customer conversations to execute business processes.
But how can you ensure these policies are consistently followed during conversations? Automated Compliance & Quality Check enables you to configure regulatory and behavioural requirements that agents should adhere to in customer interactions, and validate all conversations against these standards.