Save time and make the most of every conversation with
Zylinc Post-Call Analytics
Automatically transcribe calls word by word using AI, simplify your workflow by eliminating manual tasks and gain deeper customer insights – all fully integrated within Zylinc Cloud.
No AI expertise or risky investments required.
Turning conversations into data — and data into insight.
Customer conversations are one of the most valuable data sources for any company – yet often among the most underused.
By transcribing your dialogues, you can eliminate manual note-taking and free up your agents’ time. In a future release, we will also provide AI-generation of reason codes.
With Zylinc Post-Call Analytics, the content of your calls is transformed into words. This content can be transformed into structured knowledge that helps improve customer interactions, optimize processes and deliver valuable insights for sales, marketing and business development.
Zylinc Post-Call Analytics uses AI to transcribe recorded customer conversations and generates brief summaries with key points and keywords for easy overview. This enables agents to quickly understand past customer inquiries, gain valuable insights, save time in daily tasks, and build a foundation for more data-driven customer service.
Industry-leading speech-to-text quality
Compliant by design
Easy plug-and-play deployment
What is Zylinc Post-Call Analytics?
Zylinc Post-Call Analysis uses AI to transcribe call recordings word for word, clearly distinguishing between the customer’s and the agent’s speech.
The transcription is saved as a complete written record, and AI generates a brief summary with automatically generated keywords about the conversation. When the customer calls again, the summary is shown alongside other customer details in the call history within the Web Agent interface. The agent can view the full transcription with a single click.
The service is available for conversations in Danish, English, or a mix of both. Where other services cannot transcribe multiple languages within the same conversation, Zylinc Post-Call Analytics makes it possible
We also offer a custom dictionary where you can add up to 1,000 words that AI might otherwise find difficult to understand. Finally, a Latin dictionary with the most common medical terms is included, allowing healthcare professionals to benefit from Zylinc Post-Call Analytics as well.
Both the transcription and the summary are stored alongside other quantitative call statistics in the analytics module of your Zylinc Cloud solution. You can also export and save the full transcription outside of Zylinc Cloud for further use.
This makes it easy to gain insights from previous customer interactions, save time in daily operations, and uncover insights that drive your business forward.
Get wiser with this video in Danish:
AI-driven efficiency – right from day one:
Eliminate routine tasks
Based on the transcription, you can automate the following manual routine tasks — quickly, consistently, and without bias:
- Creating conversation summaries
- Extracting keywords from the dialogue for a quick overview
- Coming soon: Automatic logging of reason codes
This frees up valuable time for each agent to focus on meaningful customer interactions – and helps boost job satisfaction in the contact center.
Gain customer insights
Customer conversations are a treasure trove of valuable information. With transcription, you can easily transform this info into actionable insights:
- Combine transcription analysis with contact center data and customer experience scores such as NPS, CSAT and CES
- Identify trends in customer preferences and needs to drive product innovation, improve service training, and tailor communication strategies
- Harness sentiment analysis to boost customer satisfaction and proactively reduce churn
An easy gateway to AI
Zylinc Post-Call Analytics is a simple and risk-free way to get started with AI without requiring prior expertise. You gain maximum value without compromising data security through:
- Plug-and-play implementation: Quickly and easily integrates with your existing systems – no extensive customization required
- Non-disruptive by design: Seamlessly integrates into your current workflows, enhancing agent efficiency by automating routine tasks
The transcriptions are based on recorded calls. Therefore, Zylinc Post-Call Analytics requires that you hold a license to record calls.
Zylinc Post-Call Analysis at a glance
Statistics
The call is displayed alongside your other call statistics, complete with both the recording and the transcription. This gives you instant access to both qualitative and quantitative insights — all in one place.
The transcription
The full transcription clearly shows what was said by the agent and the customer respectively.
An AI-generated summary appears alongside the complete transcription and is readily available to the agent the next time the customer calls.
What the agent sees
The moment the customer calls back, the agent sees the summary in the call history – just one click to open and review in a pop-up window.
Data security and GDPR
Zylinc Post-Call Analytics combines high data security with supporting full GDPR compliance. The solution is built on accurate transcription and secure EU-based data storage, enabling you to safely leverage conversation data for greater efficiency and deeper customer insights.
- When a conversation is recorded, it is stored as an audio file and securely transmitted to Speechmatics’ AI model for transcription and summarization. The results are then safely stored in Elasticsearch at an EU-based data center (the so-called Azure West Europe).
- All data is transferred via encrypted connections (HTTPS/SSL), and access is managed through secure login methods and role-based permissions. Customer data is always separated using Document Level Security.
- Zylinc Post-Call Analytics is designed to support full GDPR compliance. Recordings are only made when the customer has provided informed consent. If consent is withdrawn, both the audio file and the transcription can be manually deleted via Configuration Manager – fully in line with the right to be forgotten.
- Zylinc is ISAE 3402-certified. This means that an independent audit verifies that we have secure and reliable processes for operations, data handling, and control.
Trusted technology partner
We rely on proven, high-performance technologies that has been thoroughly tested to ensure stability and performance. That’s why we have partnered with the market’s most accurate speech-to-text provider. This ensures best-in-class precision, low latency, and maximum flexibility.
Our partner, Speechmatics, is a leading technology company based in Cambridge, UK, specializing in advanced automatic speech recognition (ASR) software.
Getting started couldn’t be easier
Zylinc Post-Call Analytics seamlessly extends your existing solution — this means you can get up and running quickly and effortlessly!
Reach out to your partner today to learn how to increase efficiency and uncover new opportunities for customer insights and business growth.
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