EchoviaVoice

Optimize Customer Costs

Enterprise conversation analytics for complex customer operations. Turn interaction data into measurable service and cost improvements.

app.echovia.com/voice-analytics

+8.2%

4,173

Total Calls

-0.4

7.1/10

Avg Sentiment

customers

11,589

At Risk

+2.1%

86.4%

Resolution

Customer

Call Type

Duration

Sentiment

Churn Risk

Actions

John Mbeki

Premium

Billing Dispute

8:42

3.2/10

Critical

Sarah Molefe

Premium

Network Issue

5:18

4.1/10

High

David van Wyk

Standard

Plan Upgrade

3:45

8.2/10

Low

Thandi Nkosi

Premium

Service Complaint

6:15

4.8/10

High

Pieter Botha

Standard

Contract Renewal

4:22

7.5/10

Low

Naledi Dlamini

Premium

Data Bundle Issue

9:03

2.9/10

Critical

Michael Pretorius

Standard

Plan Downgrade

5:47

5.1/10

High

Core Capabilities

From Conversations to Control

Real-Time Sentiment Monitoring

Continuous monitoring of customer sentiment to identify emerging risk and service failures.

J

John Mbeki

Critical

"I'm seriously considering cancelling my contract..."

cancel contractovercharged

Extracted Insights

Root cause: Billing sync delay

Churn risk: Critical (92%)

Action: Process immediate refund

Analyzed in 1.2s

Sentiment Analysis

Trend analysis of customer sentiment and escalation patterns across channels.

Positive42%

Neutral31%

Negative19%

Escalation8%

Churn Risk Prediction

Early identification of customers at risk of attrition to support targeted retention.

Critical892 customers

12%

High2,134 customers

28%

Medium1,890 customers

25%

Root Cause Analysis

Identification of operational and systemic drivers of repeat contacts and complaints.

Billing System Errors

34%

5%

Network Coverage

28%

3%

Contract Terms

21%

2%

Operational Alerts & Reporting

Automated alerts and management reports to support timely decision-making.

Churn Alert2m ago

John Mbeki flagged as critical churn risk after billing dispute

Daily Digest8:00 AM

847 calls analyzed · 3 new critical risks identified

Weekly ReportMonday

Sentiment trending up +0.4. Billing errors down 5%

Customer Performance Intelligence

Unified customer profiles combining sentiment, engagement history, and risk assessment.

Customer Intelligence

Customer Analytics

Scroll to explore each customer's full sentiment profile, interaction history, and risk indicators.

John Mbeki

John Mbeki

Premium Customer · LTV: R18,400

Critical RiskSentiment: 3.2/10

Sentiment Trend

6.1

Jul

5.4

Aug

4.8

Sep

4.2

Oct

3.8

Nov

3.5

Dec

3.2

Jan

Category Scores

Billing22%

Service35%

Product58%

Resolution41%

Notes from transcript, by Echovia AI

Customer expressed strong frustration over a R450 data bundle charge that was never provisioned. Mentioned cancelling contract and switching providers multiple times. Root cause traced to billing system sync delay, provisioning confirmed the bundle was never activated. Customer has a history of billing-related complaints (3 in the last 90 days), suggesting a systemic issue with their account. Immediate refund and personal follow-up recommended to prevent churn.

Profile

Interactions

last 90 days

12

Avg Handle Time

per call

7:34

Escalations

last 90 days

3

Last Contact

Billing Dispute

2025-01-14

Next Steps

1

Process immediate refund

2

Escalate to billing team

3

Schedule personal callback within 24hrs

Process

How Echovia Works

Connect

Securely integrate voice platforms, CRM systems, and data sources into Echovia.

Connect

Securely integrate voice platforms, CRM systems, and data sources into Echovia.

Connect Your Systems

Seamless integration with any call center infrastructure.

Twilio, Teams, Zoom & more

+ Add integration

Transcribe

Convert voice interactions into structured, searchable transcripts for analysis. Supports multilingual environments.

Transcribe

Convert voice interactions into structured, searchable transcripts for analysis. Supports multilingual environments.

Call Transcription

EN-ZA8:42 duration

40+ LanguagesAuto-detected

PII RedactionAuto-masked

Analyze

Apply advanced analytics to identify sentiment, churn risk, root causes, and recurring issues.

Analyze

Apply advanced analytics to identify sentiment, churn risk, root causes, and recurring issues.

AI Analysis

Processed in 1.2s

Overall Sentiment3.2/10

Churn RiskCritical (92%)

Resolution Likelihood38%

Customer ValuePremium

Root Cause Identified

Billing system sync delay with provisioning platform

Matched against 892 similar cases in the last 90 days

2 ActionsAuto-recommended

Pattern Match892 similar cases

Act

Deliver automated alerts, operational workflows, and executive reporting.

Act

Deliver automated alerts, operational workflows, and executive reporting.

Automated Actions

3 triggered

Churn Alert Sent

2 min ago

Retention team notified of John Mbeki's critical risk

Supervisor Digest

8:00 AM

Daily summary sent with 3 critical flags

Report Generated

Monday

Weekly Excel export with trends ready for download

Daily DigestSent every morning at 8am

Weekly ExcelFull export with trends

FAQ

Common Questions

Everything you need to know before you start.

Echovia integrates with leading CTI, VoIP, and customer engagement platforms, as well as custom enterprise environments. Integrations are delivered via secure APIs and data connectors and are tailored to each client's infrastructure.

See Echovia in Action

Engage with our team to assess how Echovia can support your customer operations, retention strategy, and reporting requirements.

Unified analytics across voice and digital channels

Predictive churn risk and retention insights

Automated identification of operational drivers

Executive and management reporting dashboards

ECHOVIA

© 2026 Echovia.app. All rights reserved