Solution Architecture

Pryvate SMC connects across all your required voice communication channels (incoming, outgoing, internal) and converts conversations to text. (Real time capture, transcription and analysis)

Once converted text is available, rules based and machine learning routines are applied adding indexing, analytics and preparing data for further in-depth analysis.

Pryvate SMC will encrypt both file recordings and transcriptions with its own military strength algorithms ensuring all your conversations are always secure.

Pryvate SMC transcribes conversations recorded over single or dual channel recordings. Our dual channel recording manager improves accuracy of transcription and enables stricter privacy controls.

 

 

Pryvate SMC (Secure Managed Conversations)

SMC - is a voice to text transcription and analytics service that auto GDPR tags and colour codes identified personal identifiable information with redaction options, for ease of storage, analysis and retrieval. This system allows for tires entry level access. Encompasses an AI bot that learns personalised business key words for more improved future functionality.

No more storing of expensive, hard to Locate data contained within your voice recordings key words search and low-cost text data storage resulting in cost savings of up to 90 percent of current voice record storage charges alone. Add the ease of PII data retrieval system, SMC’s ability to immediately pull a record/conversation by key words etc plus any and all PII at any time from the encrypted stored data logs.

We have an additional input channel for domain specific keywords, stored encrypted on premises or on cloud or Pryvate™ cloud.

 

 

 

SMC Benefits

Transcribed conversations use a fraction of the storage required by call recordings (depending on the quality of the recording and its compression level a recording file may be up to 10 Mb per minute, while the transcription will use less than 10 Kb). This in itself unlocks some cost savings, but most importantly allows organizations to apply to voice communications the same retention policies that apply to other communications and records. Storage periods can be increased from weeks to years and records can be linked to customers, deals or processes as required.

Text analytics, applied to the recordings or to other types of voice communication (meetings, internal calls…), unlocks a whole range of possibilities:

  • Review of all calls for any purpose (compliance, QA, training…)
  • Easy identification of non-compliant conversations
  • Assessment and identification of conversation issues and opportunities

The combination of these functionalities allows you to:

  • Manage conversations
  • Unlock knowledge hidden in current practices and call history
  • Discover opportunities for improvement
  • Improve Quality Management in all sorts of processes

For the first time you can apply the same standards and rigor to Voice conversations as you do to all your documents. Retention Periods, Quality Control, Compliance do not need an exception for voice.

 

 

 

Custom Builds & White Labelling

 

Although our SMC is a ready-made software product, we understand every situation is different.  Our seasoned team of software engineers can custom build to your specifications and work with you in conjunction with your team to deploy the appropriate solutions.

 

Features currently available for custom builds:

  • We can deploy your own A.I. transcription engine (@£75 per month)
  • Automatic pickup of audio files
  • Automatic export of transcription files
  • Formatting of exported docs in choice of font and fontsize
  • Export of docs using clients letterhead template
  • Use of customised rules to correct persistent errors

 

Current Features

  • Automated upload to Pryvate cloud for processing
  • Quasi-real-time (under 5 minutes after called saved) transcription
  • Immediate rules-based meta-tagging and indexing
  • Integration with PBX, call centre, cloud-based call centre, internal VoIP
  • Encryption of all saved data
  • Potential to transcribe from 80 languages

Future Features

  • A separate recording of each call participant
  • Real time transcription and analytics
  • Alert supervisor of the need to support agents or correct performance
  • Mobile to Mobile conversation transcription and analysis using Pryvate App (removing the need for a VoIP supplier)
  • Encryption of voice recording and transcription
  • Meeting recording

Need More Info?

Have more questions, or need a customised technology we would love to help, contact us today.

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