Company Performance Metrics
Echoz is an AI platform that analyzes call and chat interactions to extract detailed operational insights. It converts customer-agent conversations into transcripts and applies machine learning and natural language processing for sentiment analysis, keyword detection, topic identification, and PII redaction. The platform provides role-based
dashboards, performance metrics, and analysis reports to evaluate agent behavior, call handling, and customer satisfaction. Echoz offers post-call analysis with features such as speaker diarization, call summarization, talk-time calculations, and loudness and politeness indicators. It integrates with telephony and contact center systems, including 8x8, Five9, and Zendesk, via APIs, S3, and SFTP. Echoz exposes APIs for exporting analytics to external business intelligence tools and supports configurable batch processing and multimedia transcript formats.
