PROSODICA GUIDE

Learn more about how our partnerships traditionally mature and set proper expectations for when you can start seeing growth.

Gain further insights into the individuals who will assume pivotal roles in this partnership, from the demonstration phase to a successful launch.

Discover more about our comprehensive interaction analytics platform that generates valuable data on customers and employees.

Prosodica

User Guide

Gain a deeper understanding of what to anticipate from the initial demonstration, through how it can lead to a comprehensive partnership. We invite you to click on each box to acquire additional insights related to the corresponding topic.

The Product

The Data

Familiarize yourself with the various types of data that we will be integrating from your organization to ensure a successful partnership.

The Stakeholders

The Timeline

Demo

Learn

SOW

Partner

Assessment

Prove it

Contract

Negotiate

Partnership

Growth

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Generative AI Derived Actions

• Call Summary (Post Call)
• Employee Coaching Narrative
• Action Item Summary
• Conversion Opportunity Score
• Call Back Preparation Notes
• Automated QA completion

Our Product

We are an interaction analytics platform that generates customer and employee experience data by listening, transcribing, and analyzing conversations. Utilizing machine learning and AI, our platform produces precise and actionable data without the necessity for extensive configuration and tuning efforts. The insights we provide can be seamlessly integrated into external systems, enhancing any application with speech and AI insights. What we offer: • Interaction Analytics: Gain a comprehensive understanding of the conversations occurring in your call center in ways you may not have previously considered. While many platforms can generate data points, our ability to analyze them creatively and render them actionable will elevate your operations to the next level. • AI Capabilities: Leveraging machine learning and AI, our platform generates precise and actionable data without the need for extensive configuration and tuning efforts. • Operational Performance: Prosodica identifies call intents and generates detailed interaction data to enhance call outcomes and improve employee productivity. • Automated Coaching: Prosodica delivers in-depth interaction reviews for effective coaching, including call summaries, coaching highlights, and follow-up actions for both representatives and coaches. • Real Business Value: Prosodica provides zero-configuration, no startup costs, and immediate ROI, resulting in significant increases in close rates, representative engagement, and reductions in handle time and customer churn. Out-of-the-box data and insights we provide:

• Call Reason Classification
• Conversational Satisfaction Prediction
• Conversation Engagement Score
• Conversation Experience Score
• Call Transcript, speaker separated

• On-call Behavior Events
• Customer Voiced Complaints Events
• Financial Segment Complaint Events
• General On-Call Events
• Speaker Separated Call Transcripts

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Your Data

Call Data: Our data team will assist in establishing a comprehensive plan regarding the data we are ingesting, the methods of receipt, and the timelines involved. Ideally, the naming convention for call audio files should include a unique call identifier along with any pertinent call-level data. As we progress through the onboarding process, we encourage you to keep in mind the priorities that are crucial to you and your business, allowing us to concentrate on the most relevant elements. Preferred transfer method - Amazon S3*

• Call recordings
• Call time (including time zone indicator)
• Call duration (can be inferred from the call recording)
• Unique call identifier (i.e., call-id)
• Called and caller location or phone numbers (i.e., DNIS and ANI)
• Any form of call metadata that can be used as a call integration ID

*alternative transfer methods available Employee Data: Establishing accurate employee profiles in correlation with sound call data will be critical. The main mission of Prosodica is to help understand your employees and assist them in becoming the best version of themselves. Accurately analyzing them will be the first step. This is achieved by providing clean data from day one and accurately maintaining/updating this data on a weekly basis.

• Last name*
• First name*
• E-mail*
• Role - system-based employee role that will establish capabilities within the system
• Manager name
• Projects - utilized in certain use cases
• Language
• Login*
• Call Integration ID - customizable; the data point we will use to tie calls to representatives
• Site
• Company name
• Login ID

*indicates required element

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Client Stakeholders

Project Manager It is essential to have a partner to lead the onboarding process. This individual will serve as the primary point of contact and will be responsible for making final decisions regarding the direction of the project. As previously discussed, the Prosodica data and platform offer remarkable agility, allowing for various potential directions. Adhering to an initial plan can be highly beneficial, with the expectation of future expansion being a recommended strategy. Crawl, Walk, Run! IT Contact It is advisable to have a sponsor from the IT department. This individual will play a crucial role during the initial weeks of onboarding. They should be included in regular communications and will serve as the primary point of contact for our data team as we establish the data flow. Contact Center Management Access to active directories will be a valuable asset. As we create accounts across the team, it is imperative to maintain accurate data. In the long term, this department will be instrumental in providing updates, deletions, or additions to employee data. System Employee Roles We have meticulously developed various roles and access levels within the software to ensure that each individual in the organization is granted the appropriate level of application access. This list is continually evolving as we expand the platform and introduce additional user roles.

• Administrator - Highest level of access within the organization, typically reserved for management with minimal limitations.
• Agent - Call center users who require little to no access to the application. Agents can receive and review scores and feedback.
• Analyst - Slightly less access than administrators, with similar capabilities for call reviews but with restrictions on queries.
• Coach - Limited call functionality, but more than an agent. Often utilized for senior employees and lower management.
• Judge - Restricted access, while retaining the ability to review and score calls, along with access to analytics.

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Timeline

Assessment Phase This phase of our partnership is anticipated to last between 45-60 days. During this period, we will conduct weekly meetings that provide a combination of product training and tailored insights for your organization. Depending on the content for each week, we can adjust the invite list accordingly. This is an excellent opportunity to gain a deeper understanding of the product and prepare for a seamless partnership upon completion of the assessment.

Production Ramp Up 30 Days

• Bi-weekly meetings will be scheduled, with that time allocated for similar purposes. At this stage, we will be transitioning toward full production and concentrating on minor adjustments. This is often when larger-scale training is conducted for supervisory and management levels.

60 Days

• Bi-weekly meetings will be scheduled, with that time allocated for similar purposes. At this stage, we will be transitioning toward full production and concentrating on minor adjustments. This is often when larger-scale training is conducted for supervisory and management levels.

90 Days

• At this juncture, meetings will be held as needed, and you will have developed a strong relationship with customer success. This is frequently when our partners begin to explore expansion and additional use cases across various business units.

Post Ramp

• Exceptional support with a dedicated support organization aligned to meet your business requirements.
• Ongoing software development with weekly releases.
• Quarterly Business Review.
• QBRs provide partners the opportunity to discuss project statistics, SLAs, data tuning, call ingestion adjustments, or incident reports.
• Continued support from your dedicacted CSR.