The challenge

Call center Quality Managers review an average of just 1% of calls. The remaining 99% contains critical insights, on compliance, GDPR, churn, agent performance, that are never seen.

The idea

A Conversation Intelligence platform that automatically transcribes and analyses 100% of phone conversations, in native Italian, using AI. Customers define their KPIs in plain language and receive reports in minutes, not days.

The difference

Built on Fedro’s twenty-year heritage in enterprise telephony, Sprocket is the only Italian-native solution optimised for local dialects and accents, with data processed in Italy and GDPR compliance by design. Up and running in 14 days.

The challenge

Create an automated system to recognize, collect and archive the avertising spots run on TV and the web.

The idea

The system assembles various technological components (for tuning, recognizing, digitizing and archiving) according to a modular logic. Modules for scanning satellite TV, digital terrestrial TV and on-line video are activated as needed: the result is a complete and exhaustive collection of ads.

The difference

A self-service platform that is entirely web based, for companies and agencies that want to take the pulse of advertising output. A system usable by anyone, for a transparent and direct overview.

spotvisor.com

The challenge

Construct a platform for managing all conversation and information flows, both internal and external. A secure and flexible core system, customizable in every detail to meet the diverse needs of public or private users.

The idea

Thanks to a tried-and-tested open source software for the core functionality, and cutting-edge tech for middleware and the application layer, Voicebeat brings together all data and communication flows: telephone, fax, email, web, chat, and remote locations.

The difference

Voicebeat combines the reliability of a solid and powerful technology—with hundreds of thousands of installations—with the flexibility of the latests innovations. And it unites security, vital for the delicate mechanisms of enterprise communications, to the optimization of data and conversation flows.

The challenge

Quality Group is a B2B tour operator. A large part of its business arises from contacts and transactions with customers over the telephone. The existing telephone system, expensive and obsolete, badly needed to be modernized with a smart communication platform integrated with the company’s CRM.

The idea

Customize the Voicebeat system to integrate it with the company’s CRM and organizational structure. In this way, every single contact with potential or aquired customers is accurately monitored and tracked.

The difference

A platform tailored to the specific business needs of the company, at a competitive cost.

qualitygroup.it

The challenge

Guarantee reliability and continuity of service for Albania’s national emergency-services number, and ensure traceability of its contacts and interventions.

The idea

A custom computer telephony, system, that integrates telephone communication flows with the rigorous procedures for managing the service’s emergencies. The platform also incorporates disaster recovery functions and hardware and software redundancy.

The difference

Deployment of a complex telephony infrastructure to serve an entire nation, that guarantees maximum security and efficiency performance at a competitive cost.

The challenge

To develop a set of components that allow the implementation of the ‘next generation’ standards for the management of emergency public calls according to the latest recommendations of the European Community.

The idea

Create a set of real time application modules capable of driving SIP servers for the implementation of standard NG 112 protocols.

The difference

The modular architecture, and the independence and adherence to standards have allowed us to successfully pass the interoperability tests of components with components made by vendors from all over the world.