The Aurus team is pleased to announce the release of PhoneUP 5.7, a significant update to our call recording and analysis system. This release is particularly valuable for contact center managers, information security specialists, and dispatch service heads.
The majority of the new product features are focused on analyzing recorded employee conversations.
Speech Recognition
We have expanded the range of PhoneUP speech recognition subsystems. Now, depending on the language and the type of calls being recorded (phone, microphone, radio, etc.), you can use the recognition module that most accurately transcribes your audio recordings into text.
Automatic new conversation notifications
PhoneUP 5.7 introduces customizable automatic email notifications for new call recordings that meet specific criteria. Examples of use cases include:
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Receiving voicemail call recordings with automatic transcription.
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Notifications for calls with clients that contain negative language or insults.
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Notifications for employee conversations containing key words and phrases.
Desktop Analytics module
The Desktop Analytics functionality for contact centers has been separated into its own module and enhanced with new reports:
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The extended processes and applications report provides a detailed breakdown of operator application usage during various call segments (e.g., during holds), offering valuable insights for software optimization and operator training.
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The new "Top processes report" enables the identification of the most resource-intensive processes and applications for operators.
Call Recording module enhancements
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User account management: managers can now administer user accounts within their department.
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Excel export of recording lists: exports call recording lists to Excel, providing data for custom reports on the number of recorded conversations, allowing analysis of user and group activity.
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Voice recording notification: plays automatically at the start of a conversation (for Cisco UCM).
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API for metadata enrichment: third-party systems (contact centers, CRMs) can add custom metadata to recordings for analysis.
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Hold period indication: special markers in the player visually indicate call hold and unhold periods.
Quality Management module enhancements
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"Score down" evaluation: we now support quality assurance models where the agent begins with a top score that decreases depending on certain agent behaviors or responses during the interaction.
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Expanded sampling filter in the expertise scheduler: this feature allows for flexible configuration when automatically generating tasks for quality management, such as selecting calls with low CSAT scores or calls containing negative sentiment.
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