Save time and make the most of every conversation with
Zylinc Post-Call Analytics
Automatically convert conversations into text with AI, free up time by eliminating manual routine tasks, and unlock deeper customer insights – directly within Zylinc.
No AI expertise or risky investments required.
Turn conversations into data – and data into insights
Customer conversations are one of the most valuable data sources for any company – yet often one of the least utilized.
By transcribing your customer interactions, you can replace manual note-taking and free up valuable agent time. In future releases, automatic generation of reason codes will also be available.
With Zylinc Post-Call Analytics, the content of your calls is transformed into structured knowledge that can be used to improve customer interactions, optimize internal processes and d eliver qualitative insights for sales, marketing, and business development.
Zylinc Cloud 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 operation.
Industry-leading speech-to-text quality
Compliant by design
Easy plug-and-play deployment
What is Zylinc Cloud Post-Call Analytics?
Zylinc Cloud 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 describing the conversation. When the customer calls again, the summary is displayed alongside other customer details in the Web Agent call history. The agent can open and read 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 specialized words that AI might otherwise struggle to recognize. Additionally, a Latin dictionary containing 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 complete transcription outside of Zylinc Cloud for further analysis.
This makes it easy to gain insights from previous customer interactions, save time in daily operations, and uncover insights that drive your business forward.
Learn more in this video (in Danish with subtitles):
AI automation that delivers value 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 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 information into actionable insights:
- Combine transcription analysis with contact center data and customer experience metrics such as NPS, CSAT and CES
- Identify patterns in customer preferences and needs to drive product development, training, or communication
- Use sentiment analysis to improve customer experiences and 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 get 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 design: Seamlessly integrates into your current workflows, enhancing agent efficiency by automating routine tasks
Since transcriptions are generated from recorded calls, Zylinc Post-Call Analytics requires that your organization has a call recording license.
Zylinc Cloud 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 is displayed alongside the conversation and is available to the agent the next time the customer calls.
What the agent sees
When the customer calls again, 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 improved efficiency and customer insights.
- Recorded calls are stored as audio files and encrypted before being sent to Speechmatics’ AI model for transcription and summarization. Results are securely stored in Elasticsearch in an EU-based data center (the so-called Azure West Europe).
- All data is transferred via encrypted connections (HTTPS/SSL). Access is controlled through secure authentication 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 supporting the right to be forgotten under GDPR.
- Zylinc is ISAE 3402-certified, meaning independent audits verify secure and reliable processes for operation, data handling and control.
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 on of the market’s most accurate speech-to-text providers to ensure high accuracy, low latency, and flexible customization.
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 is an extension to your existing Zylinc solution, making it quick and simple to activate.
Reach out to your partner today to learn how to increase efficiency and unlock new opportunities for customer insights and business growth.
Explore our other extensions
Make the most of your Zylinc solution – choose from our complete range of plug-and-play solutions.