ICAP's innovative features help transform your call center by increasing productivity and decreasing costs, providing affordable cutting-edge technology to companies of all sizes. And when used with call monitoring KPO, ICAP® eliminates the need to staff an internal team.
Automatically provide performance metrics to managers, supervisors and agents. Agent-specific dashboards deliver real-time feedback through personalized indicators and alerts, allowing agents to adjust quickly to improve performance and the customer experience.
ICAP® gives you the ability to quickly and easily analyze every call to ensure all regulatory compliance requirements are being met, reducing the risk of fines.
ICAP® provides automated monitoring of 100% of calls, versus the 1% to 5% covered by manual monitoring, making it easier to identify trends and handle disputes.
ICAP® is a cloud-based platform implemented, administered and continuously maintained by a dedicated Provana team. There's no implementation fee, and no IT infrastructure or in-house team is required.
Using advanced speech recognition technology, ICAP® converts calls into machine-readable transcripts for customizable categorization based on keywords.
Customize ICAP® to your needs with dashboards and agent scorecards designed to address your company's specific performance indicators.
Beyond the automation and ease it brings to call center monitoring, ICAP® can help improve productivity, performance and profitability by: