eXaudios Technologies

Main product of eXaudios is the system of determination of an emotional status Maginify which is integrated with telephone exchange of call center. The software package works in real time and time in 15 seconds estimates an emotional condition of interlocutors. In a product there are several modules, and each of them estimates the component of telephone conversation.^[1]

The basic is the module which, actually, and defines emotional client state and the agent. And not absolute value of volume of a voice, and its emotional filling is estimated. So the client can quietly speak, but is intense, and the indicator will show the high level of emotions, and can loudly speak (for example, at a call from the street), but is quiet, and then a system will consider tension minimum.

The software can issue recommendations to agents, prompt them words which will reduce intensity of emotions. And a system can define a stage of a conversation and issue recommendations depending on it. The indicator of interest of the client (his relation to proposals of the agent) shows three values: negative, indifferent and positive.

Besides, in an application interface there are two indicators for the agent: a color signal of level of emotions and the indicator of compliance of tone of a conversation optimal in the current situation. These signals allow the agent to estimate, how correctly he communicates with the client and whether it is necessary to change it tone. The unique module eXaudios is the indicator of risk which works if a system considers what the client tells insincerely.

The indicator of risk can be used for prevention of fraudulent activity, when collecting debts and even when conducting business negotiations. Manufacturer representatives claim that their product can correctly estimate an emotional condition of the person on a voice for 75%, and at thin setup it is possible to increase this level to 82%.

To supervisors who control work of groups of agents the application allows to estimate the average "temperature of a talk" in call center, to select the most intense of them and even to interfere in case of need. Besides, the application builds different report types that gives the chance to the leaders of the center to estimate quality of work of agents and even correctness of maintenance strategy of clients in general. eXaudios also offers the special web service allowing to estimate prospects of employees at acceptance them for work.

The candidate can dictate a certain text which can be uploaded then to the site eXaudios and to receive assessment of communicative qualities of the candidate. This service can be applied both to workforce recruiting in call centers, and to any positions assuming communication with clients. In general the technology of assessment of an emotional status of the person for a voice will help to make a talk less expressional and more effective.