Frequently asked questions
What is Prosodica?
Listen to any conversation, and you can tell instantly whether the speakers are interested or bored, collaborative or contentious, friendly or hostile. We have invented and patented an adaptive voice-analytics technology that recognizes patterns of speaking prosody and conversational systematics to evaluate the quality and character of every conversation. We use this technology to analyze the quality of a conversation as it is taking place, as well as to predict its probable outcome.
Prosodica includes a call evaluation tool that we have developed to improve operational efficiency using prosodic analytics. This tool saves time, improves the rating data of the process, and enhances the effectiveness of coaching recommendations.
How much does it cost?
The overall cost of Prosodica varies based on your particular configuration, number of users, volume of calls, and selected features. The pricing model is flexible supporting either usage-only model, or on a per-representative per month model depending on your situation and expected usage patterns.
How long does it take to set up?
Initial connection time depends on the specifics of your call center configuration and can be expedited if you currently utilize either one of our pre-integrated CCaaS platforms or run traffic though a Lumen Technologies CCS service. Beyond that, a standard Prosodica setup requires nearly zero configuration to begin yielding important and actionable results.
What solutions does Prosodica offer?
Initial connection time depends on the specifics of your call center configuration and can be expedited if you currently utilize either one of our pre-integrated CCaaS platforms or run traffic though a Lumen Technologies CCS service. Beyond that, a standard Prosodica setup requires nearly zero configuration to begin yielding important and actionable results.
- Collect: Our Prosodica Collect solution measures the behavioral dynamics of a conversation to increase representative promise rates in a way that is efficient and empathetic.
- Assess: Our Prosodica Assess solution provides a holistic view of a contact center’s operations to optimize representative performance and customer satisfaction.
- Recover: Our Prosodica Recover solution provides a safety-net for organizations that want to mitigate the downside risk of conversations that fail to meet expectations.
- Engage: Our Prosodica Engage solution addresses the root causes of high employee turnover rates and provides companies with effective ways to engage employees and optimize their performance.
Can Prosodica connect to existing systems?
Yes! Prosodica works within your existing CX platform. You provide us with your call recordings so we can analyze and report on your customer and employee experiences.
How does Prosodica get access to my calls?
Prosodica can record your calls. Or you provide us with the call recordings.
How can I receive support?
Email us at info@prosodica.com or call us at (888) 444-6600. A representative will get back to you within 24 hours.
What are some of Prosodica’s case studies?
Prosodica Recover
Challenge
A service operation received high volumes of appointment requests sporadically throughout the day. Close rates on these calls were good but the operation felt that there was lost opportunity in the non-booked calls.
Solution
Prosodica listened to every call and scored the non-booked calls based on the value of the missed opportunity. These calls were posted on a callback dashboard in order of call back priority. Specially trained recovery representatives reviewed this dashboard, looking at call summaries, and initiating calls back to customers that didn’t book.
Result
Using this process these recovery reps were able to convert nearly 40% of the highest-value missed opportunity calls to bookings.
Prosodica Engage
Challenge
An innovative outsourcer specialized in order taking interactions. They grew their business by consistently exceeded their clients expectations, but the speed of this growth made it difficult for them to monitor process compliance and coach sales skills development. They considered increasing their Quality Assurance staffing, but that approach didn’t fit with their overall lean approach to operations.
Solution
Instead, using Prosodica’s Call Evaluation tools they automated the important but time-consuming process of call monitoring and evaluation using the Achievement score as their primary measure of employee performance.
Result
Supervisors then focused their limited time on addressing recurring behaviors and were able to complete fifty percent more of these valuable coaching sessions. Better coaching sessions improved sales performance while engaging reps and reducing their attrition.
Prosodica Assess
Challenge
A leading technology company followed the long-held belief that if their average speed of answer (ASA) exceeded 20 seconds, they would experience a negative impact to CSAT.
Solution
Prosodica data showed that CSAT was insensitive to ASA at over triple that value, and that it dropped only when conversations were less engaged and more effortful.
Result
Raising the ASA target and focusing on increasing the engagement of interactions reduced peak staffing requirements by nearly 15% while also lowering average handle time by more than 10% with no loss of CSAT.
Prosodica Collect
Challenge
In the wake of a global pandemic, a leading credit issuer was seeing signs of increased delinquency among their cardholders. Management needed a way to improve promise rates to help mitigate their downside risks.
Solution
Prosodica data was utilized in two ways. Prior customer interactions were profiled to help understand where customers were in the negotiation process prior to making contact. And current interactions were analyzed and rated to see how closely they conformed with the practices most likely to gain a new promise.
Result
Analysis of prior conversations allowed the business to prioritize contacts demonstrated to be 10 times as likely to result in a new promise, while consistent coaching improved negotiation effectiveness, which reduced average negotiation time allowing each rep to participate in 20% more negotiations.