--- title: "Call Transcription & AI Analysis - Natalia" description: "Every call in your defined scope transcribed, summarized and scored against your grid. Trends, costs, team training insights. Free demo." url: https://getnatalia.com/en/analytics lang: en --- Call Analysis # Get out of the fog, analyze your calls Understand, measure and analyze your customer service activity. Natalia Analytics transcribes the calls in your scope, scores them against your grid and shows what makes the phone ring, and what it costs. [Book a Demo](https://getnatalia.com/en/contact) [See an example](https://getnatalia.com/en/calculator) console.getnatalia.com/analyse ![Natalia Analytics console: analysed call list, call summary and score per criterion](https://getnatalia.com/en/natalia-analyse-dashboard.a5c347b2.png) ## What changes - ### Reliable transcription Accents, jargon, interruptions... The text matches what was said. - ### Automatic analysis AI scores, categorizes and summarizes every call against your grid. Without listening to every call. - ### Numbers, not guesses Dashboard with metrics. You know how many, when, why. ## What you can do Specifically - ### Full transcription Your calls in text, with no sampling. You know who spoke, at what moment. - ### Automatic scoring The criteria of your grid scored 1 to 5, with their rationale, per call and per agent. A standard grid is ready as soon as you subscribe, and you reanalyse the calls you keep when you change your criteria. - ### Management dashboard Trends, comparisons and, every Monday, the week's recap by email: score, topics raised, agents. Managers see what's happening without listening to hours of calls. - ### Targeted training We identify calls that got stuck. Raw material to train your teams on real cases. - ### Custom labels Competitor mentioned? Sales opportunity? You define the labels and the information to extract, AI fills them in on every call. - ### Complete audit No more sampling: every call in the scope you define is analyzed. ## The screens, on real data Four views, one question every time: what makes the phone ring, and what does it cost. - console.getnatalia.com/analyse ![Summaries screen: call reasons within a category, with an example and a recommended action](https://getnatalia.com/en/natalia-analyse-synthese.22480e65.png) Summaries ### Call reasons, grouped Within each category, calls are grouped by actual reason, each with an example, plus recommended actions. - console.getnatalia.com/analyse ![Activity screen: daily and hourly call histograms and breakdown by category](https://getnatalia.com/en/natalia-analyse-activite.2a728abd.png) Activity ### Volume, day by day Calls analysed, median duration, breakdown by hour and by category. Weekends are marked. - console.getnatalia.com/analyse ![Quality screen: average score, score per criterion and per agent, trend over time](https://getnatalia.com/en/natalia-analyse-qualite.0b631f6f.png) Quality ### The score, criterion by criterion Each criterion of your grid (here professionalism, advice, resolution) gets its score out of 5, tracked over time and compared across agents. - console.getnatalia.com/analyse ![Costs screen: total cost, average cost per call, cost by category and by agent](https://getnatalia.com/en/natalia-analyse-couts.ace1c769.png) Costs ### What each reason costs Time spent on the phone is converted at your back-office loaded hourly rate, then broken down by category and by agent. Screenshots taken on a demo organisation. No real customer data. ## Measure, fix, measure again The Kaizen loop, applied to your customer service, moves in small improvements, each one checked against your own numbers. - console.getnatalia.com/analyse ![Improvements screen: time saved per improvement, before and after comparison, weekly trend of a category](https://getnatalia.com/en/natalia-analyse-roi.69074b6c.png) Improvements 1. 1 ### Measure Trends show which reasons make the phone ring and how much of your agents' time they take. 2. 2 ### Fix You roll out a targeted improvement, for example a help page on your website or online booking. You declare it in the console with its date. 3. 3 ### Measure again Natalia compares the following weeks with the average of the eight weeks before and puts a number on the time saved, in hours and in euros. ## How it works ? 1. 1 ### We connect Sync the recordings from your OVH telephony or import your WAV and MP3 files. 2. 2 ### We transcribe Each call becomes text with timestamps and speaker identification. 3. 3 ### We analyze AI scores each call against your grid, summarizes it and groups call reasons. A standard grid is ready as soon as you subscribe. 4. 4 ### You decide Clear dashboard. You know what's happening. You act. ## What it brings Concrete results - ### Decisions based on facts No more random listening. You have data from ALL calls. - ### Problems spotted fast Summaries show why people call, scores show what's going wrong. You fix it before it escalates. - ### Provable quality Every call scored on your criteria. You show quality with numbers to back it. ## For whom ? If you have teams on the phone and need to know what's happening - ### Quality Director No more sampling. You analyze everything. Low-scored calls stand out, criterion by criterion. - ### CX Director You know why customers actually call. Not through surveys, through their words. - ### Sales Director Train your teams on real examples. The good calls and the bad ones. Use case, healthcare ## A medical device distribution network manages its phone reception quality Multi-branch quality management, team skills development, weekly recap for managers. The customer asked to stay anonymous, the quotes are their own words. > This tool is brilliant. It lets me manage quality and manage skills. > The summary tool saves time. It will spare us hours of spreadsheets. [Read the white paper](https://getnatalia.com/en/resources/call-analytics-healthcare-white-paper) ## Want to see your data? 30-minute demo. We show you what it looks like on your calls. [Book a Demo](https://getnatalia.com/en/contact)