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Customer: This for the regarding US job and for the banking sector only and also the another one is medical with us, okay?  Customer: Two jobs were there in US jobs only we are doing now, right now. We have planned to start in Pondicherry.  Customer: And the features means they were they asking the call and support features for that they are asking.  Agent: Call and support, correct?  Customer: Yeah, yeah.  Agent: Okay, now I will come to this point now.  Agent: One is banking. One is banking process. Another one is for the equipment, what is that equipment, correct?  Customer: Yeah, yeah, medical equipments.  Customer: Medical equipments, that means insurance climbing department.  Agent: Oh, that is medical equipment or it is for the medical?  Customer: No, no, no, it's medical insurance climbing department.  Agent: अच्छा, medical insurance claiming. Okay.  Agent: So now, now the banking means banking is what kind of a thing?  Agent: Is it on the recovery part or it is in the verification part or it is on the process completely on the sales process?  Agent: Or what exactly banking is what?  Customer: Like, like one of the process is sales and another process is like support and they are giving.  Customer: Support means if any issues were there, they will call like like that support.  Agent: So both the things are same? Both the things are same?  Customer: Both the things also we are doing. Yeah, yes.  Agent: So you want only ticketing tool?  Customer: Yeah, yeah, ticketing, like that maybe for the calling purpose like that for the access it's a ticketing.  Agent: Okay.  Agent: Now, yeah, correct. Now, this banking and insurance if you are going, are agents are going to work on the both the thing together or they are going to work in a different manner?  Customer: No, we are planned for the single only.  Customer: Because till now they didn't confirm that they asked me that which CRM you are going to do like US, you have the own CRM like that they asked.  Agent: Is it a UK based or it is a US based?  Customer: Yeah, yes.  Customer: Both also US based only.  Agent: Both are US based, okay?  Customer: Yeah, yeah.  Agent: Yeah, done, done, done. Understood.  Agent: So what we can do is, see in the international, UK, US, there is a CRM open source solution which is quite famous, that is an EspoCRM.  Agent: And there is a Salesforce, if I am not wrong, you must be knowing that.  Customer: Okay.  Agent: Correct.  Agent: So we are, we are giving the solution, the technology is an open source, EspoCRM.  Customer: Okay.  Agent: Okay.  Agent: And we have done some customization, we have done all those things. Technology backend is the EspoCRM.  Customer: Okay.  Agent: You got the point?  Agent: And UK based and US, US based, the maximum companies they know this particular technology.  Agent: CRM.  Agent: It is well versed.  Agent: It is market, it is in the market.  Customer: Okay, like.  Agent: Salesforce, like that.  Agent: Zoho, Zoho is not in the US much.  Agent: If I am not wrong.  Customer: I think so the Go High, I think he is available in the US market.  Agent: Yeah, that is there, Salesforce is there, then Espo is there.  Agent: There are, then this one is there, what is that? Yeah, couple of there are tools which is much, much familiar in that market.  Customer: Okay.  Agent: So we are providing that solution with the ticketing tool.  Customer: Okay.  Agent: So, now here the ticketing tool what you want to deploy, it is for the two process, one is for the banking and one is for the insurance.  Agent: So this both the process to be deployed in a different manner or you want the combo to be done like this only?  Customer: If it's a combo, if it's a combo, how much it will be the cost will come and also for the separate how much it will be cost, okay?  Customer: You can make a quote like that and you can send me.  Agent: Okay.  Customer: And also and also what are the features you are going to provide in that also you can send me in the text.  Agent: Yeah, I have a text pack.  Agent: I have a text pack which I will be sharing with you. Have a review on the text pack also.  Customer: Okay.  Agent: Moreover, now what I want to know in the ticketing tool, how do you want, it is a CRM, correct?  Agent: Are you going to integrate with different third-party tool? What all the things you want to integrate here?  Customer: Regarding about that.  Agent: One is a calling system, are you going to call?  Customer: Yeah, yes, and one is call.  Agent: Calling. So are you having the tool calling system?  Agent: Do you have that?  Customer: No, no, no, we need to add and everything.  Agent: And you will be requiring the VoIP minutes also?  Customer: Yeah, yes, it's also we need.  Agent: VoIP minutes also, correct?  Customer: You, you, yeah, yeah, you can send me.  Agent: So this company is not right now, the company is not there. You are going to start up, correct?  Customer: Yeah, we are going, this is the startup in the Pondicherry.  Customer: Before we have in the Chennai, like one touch solution we have, okay, with my partners another one.  Agent: Okay. Planned to start in Pondicherry, so we are planning each and every thing should be the new, so we no need the old one here.  Agent: So we are like this is a new setup which is coming up.  Customer: Yeah, yes, we are going to start a new setup.  Agent: By when you want to start up this thing? When are you planning to start up?  Customer: We, we have planned at December first week or December mid we have planned.  Agent: Okay.  Agent: And deployment how early you want to do it?  Customer: From the Jan first we are planning for the deploy for each and every project and we are going to start it.  Agent: Correct. So implementation is to be done, no, within December.  Agent: We have to implement, no?  Customer: Yes.  Agent: Correct.  Agent: So what you can do is, what I can do is, I'll give you the miss call from my number, please share me your contact details, the company name, address and your email ID and everything.  Agent: So that I can share, tell you a tentative costing.  Customer: Okay, no problem.  Customer: I will share.  Agent: On that basis, you can take a call, okay, and then you we will talk further on that.  Customer: Okay, no problem. I will share you everything. You can send your details and everything with us, okay?  Customer: Once Ram is in the free, at that time we have planned with us, we will talk with him and also confirm what are the features we need and everything.  Agent: Yeah, Ram is your partner.  Customer: Yeah, yes, he's my partner and he knows that technology information everything.  Agent: Okay, so only we need Ram.  Customer: Done.  Agent: Done, done, done.  Customer: Please.  Agent: So I will give you a miss call and please share me the details.  Customer: Okay, no problem.  Customer: I will share the details.  Agent: Thank you.  Customer: Thank you.  Agent: Thank you, Ajeesh.  Customer: Okay, thanks.  Agent: Thank you, thank you. Bye.","transcript":"Agent: Hello, good evening.  Customer: Yeah, hello. Yeah, good evening.  Agent: Tell me, tell me.  Customer: Yeah, you can, because what's the code and what are the features for there in the US CRM? Because we have requested for the another team also.  Customer: So they have given their quoting and everything with us. What are the features going?  Agent: I want to understand the process.  Agent: What are you into? What kind of a process is your client doing and what you want to have, what kind of a feature you want?  Customer: Yeah, we have three types of jobs, okay?  Agent: Mhm.  Customer: This for the regarding US job and for the banking sector only and also the another one is medical with us, okay?  Customer: Two jobs were there in US jobs only we are doing now, right now. We have planned to start in Pondicherry.  Customer: And the features means they were they asking the call and support features for that they are asking.  Agent: Call and support, correct?  Customer: Yeah, yeah.  Agent: Okay, now I will come to this point now.  Agent: One is banking. One is banking process. Another one is for the equipment, what is that equipment, correct?  Customer: Yeah, yeah, medical equipments.  Customer: Medical equipments, that means insurance climbing department.  Agent: Oh, that is medical equipment or it is for the medical?  Customer: No, no, no, it's medical insurance climbing department.  Agent: Oh, medical insurance claiming. Okay.  Agent: So now, now the banking means banking is what kind of a thing?  Agent: Is it on the recovery part or it is in the verification part or it is on the process completely on the sales process?  Agent: Or what exactly banking is what?  Customer: Like, like one of the process is sales and another process is like support and they are giving.  Customer: Support means if any issues were there, they will call like like that support.  Agent: So both the things are same? Both the things are same?  Customer: Both the things also we are doing. Yeah, yes.  Agent: So you want only ticketing tool?  Customer: Yeah, yeah, ticketing, like that maybe for the calling purpose like that for the access it's a ticketing.  Agent: Okay.  Agent: Now, yeah, correct. Now, this banking and insurance if you are going, are agents are going to work on the both the thing together or they are going to work in a different manner?  Customer: No, we are planned for the single only.  Customer: Because till now they didn't confirm that they asked me that which CRM you are going to do like US, you have the own CRM like that they asked.  Agent: Is it a UK based or it is a US based?  Customer: Yeah, yes.  Customer: Both also US based only.  Agent: Both are US based, okay?  Customer: Yeah, yeah.  Agent: Yeah, done, done, done. Understood.  Agent: So what we can do is, see in the international, UK, US, there is a CRM open source solution which is quite famous, that is an EspoCRM.  Agent: And there is a Salesforce, if I am not wrong, you must be knowing that.  Customer: Okay.  Agent: Correct.  Agent: So we are, we are giving the solution, the technology is an open source, EspoCRM.  Customer: Okay.  Agent: Okay.  Agent: And we have done some customization, we have done all those things. Technology backend is the EspoCRM.  Customer: Okay.  Agent: You got the point?  Agent: And UK based and US, US based, the maximum companies they know this particular technology.  Agent: CRM.  Agent: It is well versed.  Agent: It is market, it is in the market.  Customer: Okay, like.  Agent: Salesforce, like that.  Agent: Zoho, Zoho is not in the US much.  Agent: If I am not wrong.  Customer: I think so the Go High, I think he is available in the US market.  Agent: Yeah, that is there, Salesforce is there, then Espo is there.  Agent: There are, then this one is there, what is that? Yeah, couple of there are tools which is much, much familiar in that market.  Customer: Okay.  Agent: So we are providing that solution with the ticketing tool.  Customer: Okay.  Agent: So, now here the ticketing tool what you want to deploy, it is for the two process, one is for the banking and one is for the insurance.  Agent: So this both the process to be deployed in a different manner or you want the combo to be done like this only?  Customer: If it's a combo, if it's a combo, how much it will be the cost will come and also for the separate how much it will be cost, okay?  Customer: You can make a quote like that and you can send me.  Agent: Okay.  Customer: And also and also what are the features you are going to provide in that also you can send me in the text.  Agent: Yeah, I have a text pack.  Agent: I have a text pack which I will be sharing with you. Have a review on the text pack also.  Customer: Okay.  Agent: Moreover, now what I want to know in the ticketing tool, how do you want, it is a CRM, correct?  Agent: Are you going to integrate with different third-party tool? What all the things you want to integrate here?  Customer: Regarding about that.  Agent: One is a calling system, are you going to call?  Customer: Yeah, yes, and one is call.  Agent: Calling. So are you having the tool calling system?  Agent: Do you have that?  Customer: No, no, no, we need to add and everything.  Agent: And you will be requiring the VoIP minutes also?  Customer: Yeah, yes, it's also we need.  Agent: VoIP minutes also, correct?  Customer: You, you, yeah, yeah, you can send me.  Agent: So this company is not right now, the company is not there. You are going to start up, correct?  Customer: Yeah, we are going, this is the startup in the Pondicherry.  Customer: Before we have in the Chennai, like one touch solution we have, okay, with my partners another one.  Agent: Okay. Planned to start in Pondicherry, so we are planning each and every thing should be the new, so we no need the old one here.  Agent: So we are like this is a new setup which is coming up.  Customer: Yeah, yes, we are going to start a new setup.  Agent: By when you want to start up this thing? When are you planning to start up?  Customer: We, we have planned at December first week or December mid we have planned.  Agent: Okay.  Agent: And deployment how early you want to do it?  Customer: From the Jan first we are planning for the deploy for each and every project and we are going to start it.  Agent: Correct. So implementation is to be done, no, within December.  Agent: We have to implement, no?  Customer: Yes.  Agent: Correct.  Agent: So what you can do is, what I can do is, I'll give you the miss call from my number, please share me your contact details, the company name, address and your email ID and everything.  Agent: So that I can share, tell you a tentative costing.  Customer: Okay, no problem.  Customer: I will share.  Agent: On that basis, you can take a call, okay, and then you we will talk further on that.  Customer: Okay, no problem. I will share you everything. You can send your details and everything with us, okay?  Customer: Once Ram is in the free, at that time we have planned with us, we will talk with him and also confirm what are the features we need and everything.  Agent: Yeah, Ram is your partner.  Customer: Yeah, yes, he's my partner and he knows that technology information everything.  Agent: Okay, so only we need Ram.  Customer: Done.  Agent: Done, done, done.  Customer: Please.  Agent: So I will give you a miss call and please share me the details.  Customer: Okay, no problem.  Customer: I will share the details.  Agent: Thank you.  Customer: Thank you.  Agent: Thank you, Ajeesh.  Customer: Okay, thanks.  Agent: Thank you, thank you. Bye.","languages":["English","Hindi"]},"insights":{"summary":"The call initiated with standard greetings, after which the customer immediately inquired about CRM features and pricing for a US-based operation, noting they had already received quotes from other teams. The agent took time to understand the customer's business processes, which include banking (sales and support) and medical insurance claiming. The customer specified a need for call and support features, including a ticketing tool, calling system, and VoIP minutes, for a new startup in Pondicherry planned for December with deployment by January. The agent proposed EspoCRM, an open-source solution well-known in US/UK markets, offering it with customization and ticketing tools. The customer requested separate and combo quotes for banking and insurance processes, along with a text pack detailing features. The call concluded with the agent asking for the customer's contact details to provide a tentative costing and text pack, with a follow-up discussion planned with the customer's partner, Ram, who is knowledgeable about the technology. Both parties maintained a professional and engaged tone throughout the call, with the agent demonstrating responsiveness and a structured approach to understanding requirements before providing solutions.","salesfeedback":[{"Highlight":"Effective Needs Analysis: The agent asked pertinent clarifying questions to thoroughly understand the customer's diverse business processes and specific feature requirements, such as the type of banking operations and the exact nature of medical services.","Improvement":"Proactive Value Proposition: While the agent identified suitable CRM solutions, they could have more explicitly linked the proposed EspoCRM's benefits directly to the customer's stated needs and operational context earlier in the discussion to reinforce its value."},{"Highlight":"Clear Product Introduction: The agent effectively introduced EspoCRM, contextualizing it as a well-known open-source solution in the target markets, which helped to establish credibility and relevance.","Improvement":"Structured Information Gathering: The agent sometimes repeated questions or revisited details already provided, indicating an opportunity for more concise and organized information gathering to streamline the conversation."},{"Highlight":"Defined Next Steps: The agent clearly outlined the immediate next steps by requesting customer contact details to provide a quote and a feature text pack, ensuring a clear path forward for the sales process.","Improvement":"Confirming Comprehensive Understanding: After explaining technical aspects or solutions, the agent could use more open-ended questions beyond 'You got the point?' to confirm the customer's full comprehension and address any potential unstated concerns."}],"intentResponse":[{"Intent":"Inquire about CRM features and pricing","content":"The customer initiated the conversation by asking about the code and features available in the US CRM and requested a quote, indicating they had already received information from other teams."},{"Intent":"Provide business process details","content":"The customer elaborated on their operations, stating they have three types of jobs: US jobs for banking, and medical insurance claiming, and that they are planning a new startup in Pondicherry."},{"Intent":"Specify required features for CRM","content":"The customer clarified that they are looking for call and support features, a ticketing tool, and also need a calling system with VoIP minutes."},{"Intent":"Request quotes for different deployment scenarios","content":"The customer explicitly asked for separate quotes for banking and insurance processes, as well as a combo quote for both, to be sent to them."},{"Intent":"Request a feature text pack","content":"The customer requested that the agent send a text document detailing all the features that would be provided in the CRM solution."},{"Intent":"Inform about project timeline","content":"The customer stated their plan to start the new setup in Pondicherry by December first or mid-December and deploy projects by January first."},{"Intent":"Agree to share contact details","content":"The customer agreed to share their contact details, including company name, address, and email ID, to facilitate the sending of the quote and text pack."},{"Intent":"Indicate need for partner's involvement","content":"The customer mentioned that their partner, Ram, who is knowledgeable about technology, would also need to be consulted for final confirmation of features."}],"topicExtract":[{"Topic":"CRM Features and Requirements","content":"The discussion revolved around the specific features the customer needed for their CRM, particularly call and support capabilities, ticketing, a calling system, and VoIP minutes. The customer inquired about what features the proposed US CRM offered and how they aligned with their operational needs."},{"Topic":"Customer Business Processes and Scope","content":"The agent sought to understand the customer's business, which involves US-based banking operations (sales and support) and medical insurance claiming. The customer also clarified that they are setting up a new venture in Pondicherry, having previously operated a different solution in Chennai."},{"Topic":"Proposed CRM Solution (EspoCRM)","content":"The agent introduced EspoCRM as an open-source solution that is well-known and widely used in international markets like the US and UK, positioning it as a suitable option for the customer's needs and differentiating it from other CRMs like Zoho."},{"Topic":"Pricing and Quotation","content":"The customer specifically asked for a quote that would cover both a combined solution and separate costs for their banking and insurance processes. This indicated their need for a flexible pricing structure and transparency on costs before making a decision."},{"Topic":"Implementation Timeline and Project Setup","content":"The timeline for the new startup in Pondicherry was discussed, with the customer planning to launch by December and aiming for deployment by January. The agent clarified the urgency for implementation within December to meet the customer's startup schedule."},{"Topic":"Integration Needs (Calling System, VoIP)","content":"The customer expressed a need to integrate a calling system and VoIP minutes into the CRM, indicating that these were not existing tools but would be required additions for their new setup. The agent confirmed these requirements as part of the solution."},{"Topic":"Next Steps and Information Exchange","content":"The call concluded with an agreement on next steps: the agent would provide a tentative costing and a text pack of features upon receiving the customer's contact details, including company information and email ID, to allow for further review and discussion with the customer's partner."}]},"sentimentAnalysis":{"speakerSentiment":[{"speaker":"Agent","segments":"Hello, good evening.","sentimentScore":0.628,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Yeah, hello. Yeah, good evening.","sentimentScore":0.85,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Tell me, tell me.","sentimentScore":-0.1341,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, you can, because what's the code and what are the features for there in the US CRM? Because we have requested for the another team also.","sentimentScore":0.1035,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"So they have given their quoting and everything with us. What are the features going?","sentimentScore":-0.0274,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"I want to understand the process.","sentimentScore":-0.0596,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"What are you into? What kind of a process is your client doing and what you want to have, what kind of a feature you want?","sentimentScore":-0.0154,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, we have three types of jobs, okay?","sentimentScore":-0.0167,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Mhm.","sentimentScore":-0.0227,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"This for the regarding US job and for the banking sector only and also the another one is medical with us, okay?","sentimentScore":0.0896,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Two jobs were there in US jobs only we are doing now, right now. We have planned to start in Pondicherry.","sentimentScore":0.2122,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"And the features means they were they asking the call and support features for that they are asking.","sentimentScore":-0.0754,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Call and support, correct?","sentimentScore":0.0197,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yeah.","sentimentScore":0.248,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay, now I will come to this point now.","sentimentScore":-0.0631,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"One is banking. One is banking process. Another one is for the equipment, what is that equipment, correct?","sentimentScore":-0.0413,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yeah, medical equipments.","sentimentScore":-0.1197,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Medical equipments, that means insurance climbing department.","sentimentScore":-0.1516,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Oh, that is medical equipment or it is for the medical?","sentimentScore":-0.2212,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"No, no, no, it's medical insurance climbing department.","sentimentScore":-0.4526,"sentimentLabel":"NEGATIVE"},{"speaker":"Agent","segments":"Oh, medical insurance claiming. Okay.","sentimentScore":-0.258,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So now, now the banking means banking is what kind of a thing?","sentimentScore":-0.4185,"sentimentLabel":"NEGATIVE"},{"speaker":"Agent","segments":"Is it on the recovery part or it is in the verification part or it is on the process completely on the sales process?","sentimentScore":-0.1119,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Or what exactly banking is what?","sentimentScore":-0.1438,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Like, like one of the process is sales and another process is like support and they are giving.","sentimentScore":-0.0077,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Support means if any issues were there, they will call like like that support.","sentimentScore":-0.0359,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So both the things are same? Both the things are same?","sentimentScore":-0.1565,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Both the things also we are doing. Yeah, yes.","sentimentScore":0.4797,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"So you want only ticketing tool?","sentimentScore":-0.2689,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yeah, ticketing, like that maybe for the calling purpose like that for the access it's a ticketing.","sentimentScore":0.0039,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Now, yeah, correct. Now, this banking and insurance if you are going, are agents are going to work on the both the thing together or they are going to work in a different manner?","sentimentScore":-0.073,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"No, we are planned for the single only.","sentimentScore":-0.0436,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Because till now they didn't confirm that they asked me that which CRM you are going to do like US, you have the own CRM like that they asked.","sentimentScore":-0.2746,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Is it a UK based or it is a US based?","sentimentScore":-0.0616,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yes.","sentimentScore":0.6013,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Both also US based only.","sentimentScore":-0.0143,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Both are US based, okay?","sentimentScore":-0.0015,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yeah.","sentimentScore":0.248,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Yeah, done, done, done. Understood.","sentimentScore":0.5298,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"So what we can do is, see in the international, UK, US, there is a CRM open source solution which is quite famous, that is an EspoCRM.","sentimentScore":0.7791,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"And there is a Salesforce, if I am not wrong, you must be knowing that.","sentimentScore":0.0149,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Correct.","sentimentScore":0.1987,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So we are, we are giving the solution, the technology is an open source, EspoCRM.","sentimentScore":0.6968,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"And we have done some customization, we have done all those things. Technology backend is the EspoCRM.","sentimentScore":0.2166,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"You got the point?","sentimentScore":-0.1528,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"And UK based and US, US based, the maximum companies they know this particular technology.","sentimentScore":0.0388,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"CRM.","sentimentScore":-0.0089,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"It is well versed.","sentimentScore":0.3534,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"It is market, it is in the market.","sentimentScore":0.015,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay, like.","sentimentScore":-0.0011,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Salesforce, like that.","sentimentScore":-0.0065,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Zoho, Zoho is not in the US much.","sentimentScore":-0.2515,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"If I am not wrong.","sentimentScore":-0.2276,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"I think so the Go High, I think he is available in the US market.","sentimentScore":0.5173,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Yeah, that is there, Salesforce is there, then Espo is there.","sentimentScore":0.2053,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"There are, then this one is there, what is that? Yeah, couple of there are tools which is much, much familiar in that market.","sentimentScore":0.0873,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So we are providing that solution with the ticketing tool.","sentimentScore":0.2672,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So, now here the ticketing tool what you want to deploy, it is for the two process, one is for the banking and one is for the insurance.","sentimentScore":-0.0036,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So this both the process to be deployed in a different manner or you want the combo to be done like this only?","sentimentScore":-0.0605,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"If it's a combo, if it's a combo, how much it will be the cost will come and also for the separate how much it will be cost, okay?","sentimentScore":-0.0518,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"You can make a quote like that and you can send me.","sentimentScore":0.0568,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"And also and also what are the features you are going to provide in that also you can send me in the text.","sentimentScore":0.0397,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Yeah, I have a text pack.","sentimentScore":0.1082,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"I have a text pack which I will be sharing with you. Have a review on the text pack also.","sentimentScore":0.1266,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Moreover, now what I want to know in the ticketing tool, how do you want, it is a CRM, correct?","sentimentScore":-0.1403,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Are you going to integrate with different third-party tool? What all the things you want to integrate here?","sentimentScore":0.0421,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Regarding about that.","sentimentScore":-0.0295,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"One is a calling system, are you going to call?","sentimentScore":-0.0203,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yes, and one is call.","sentimentScore":0.3181,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Calling. So are you having the tool calling system?","sentimentScore":-0.0132,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Do you have that?","sentimentScore":-0.0402,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"No, no, no, we need to add and everything.","sentimentScore":-0.3146,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"And you will be requiring the VoIP minutes also?","sentimentScore":-0.1913,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yes, it's also we need.","sentimentScore":0.3794,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"VoIP minutes also, correct?","sentimentScore":-0.0163,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"You, you, yeah, yeah, you can send me.","sentimentScore":0.2161,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So this company is not right now, the company is not there. You are going to start up, correct?","sentimentScore":-0.4273,"sentimentLabel":"NEGATIVE"},{"speaker":"Customer","segments":"Yeah, we are going, this is the startup in the Pondicherry.","sentimentScore":0.6616,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Before we have in the Chennai, like one touch solution we have, okay, with my partners another one.","sentimentScore":0.1467,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay. Planned to start in Pondicherry, so we are planning each and every thing should be the new, so we no need the old one here.","sentimentScore":0.3036,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So we are like this is a new setup which is coming up.","sentimentScore":0.0991,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yes, we are going to start a new setup.","sentimentScore":0.7416,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"By when you want to start up this thing? When are you planning to start up?","sentimentScore":-0.0268,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"We, we have planned at December first week or December mid we have planned.","sentimentScore":0.0794,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"And deployment how early you want to do it?","sentimentScore":-0.0152,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"From the Jan first we are planning for the deploy for each and every project and we are going to start it.","sentimentScore":0.229,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Correct. So implementation is to be done, no, within December.","sentimentScore":0.0096,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"We have to implement, no?","sentimentScore":-0.0254,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yes.","sentimentScore":0.3727,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Correct.","sentimentScore":0.1987,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So what you can do is, what I can do is, I'll give you the miss call from my number, please share me your contact details, the company name, address and your email ID and everything.","sentimentScore":-0.0034,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So that I can share, tell you a tentative costing.","sentimentScore":0.0605,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay, no problem.","sentimentScore":0.5557,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"I will share.","sentimentScore":0.3638,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"On that basis, you can take a call, okay, and then you we will talk further on that.","sentimentScore":0.2119,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay, no problem. I will share you everything. You can send your details and everything with us, okay?","sentimentScore":0.6091,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Once Ram is in the free, at that time we have planned with us, we will talk with him and also confirm what are the features we need and everything.","sentimentScore":0.0769,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Yeah, Ram is your partner.","sentimentScore":0.0388,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Yeah, yes, he's my partner and he knows that technology information everything.","sentimentScore":0.5609,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Okay, so only we need Ram.","sentimentScore":-0.0464,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Done.","sentimentScore":0.2705,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Done, done, done.","sentimentScore":0.3811,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Please.","sentimentScore":0.0554,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So I will give you a miss call and please share me the details.","sentimentScore":-0.1083,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"Okay, no problem.","sentimentScore":0.5557,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"I will share the details.","sentimentScore":0.0622,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Thank you.","sentimentScore":0.8458,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Thank you.","sentimentScore":0.8458,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Thank you, Ajeesh.","sentimentScore":0.9083,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Okay, thanks.","sentimentScore":0.6061,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Thank you, thank you. Bye.","sentimentScore":0.9131,"sentimentLabel":"POSITIVE"}],"speakerwiseSentiment":{"Agent":{"POSITIVE":13.24,"NEGATIVE":2.94,"NEUTRAL":83.82},"Customer":{"POSITIVE":28.3,"NEGATIVE":1.89,"NEUTRAL":69.81}},"overallSentiment":{"POSITIVE":19.83,"NEGATIVE":2.48,"NEUTRAL":77.69}},"performanceAnalysis":{"scores":{"totalOpportunities":7,"errors":2,"errorPercentage":28.57,"salespersonScore":71.43,"totalWeight":23,"obtainedWeight":16,"weightedScore":69.57},"structuredQA":[{"key":"Professionalism","items":[{"qCode":"Q1","question":"Did the agent maintain a polite and respectful tone throughout the call?","citation":"The agent consistently used polite greetings and closing remarks, maintaining a respectful and professional demeanor throughout the call.","answer":true}]},{"key":"Activelistening","items":[{"qCode":"Q2","question":"Did the agent listen actively and respond appropriately to the customer’s concerns?","citation":"The agent asked several clarifying questions to understand the customer's processes (e.g., 'What kind of a process is your client doing?', 'Is it on the recovery part or it is in the verification part or it is on the sales process?'), demonstrating an effort to grasp the customer's specific needs before offering solutions.","answer":true}]},{"key":"Clarityofcommunication","items":[{"qCode":"Q3","question":"Did the agent communicate clearly without using excessive jargon or unclear statements?","citation":"The agent clearly explained EspoCRM as an open-source solution recognized in international markets and asked direct questions about customer requirements, ensuring understanding from both sides.","answer":true}]},{"key":"Empathy","items":[{"qCode":"Q4","question":"Did the agent demonstrate empathy towards the customer’s situation?","citation":"No explicit evidence found of the agent demonstrating empathy or acknowledging the customer's feelings or situation beyond professional inquiry.","answer":false}]},{"key":"Informationaccuracy","items":[{"qCode":"Q5","question":"Did the agent provide accurate and relevant information?","citation":"The agent accurately identified EspoCRM as a relevant and well-known open-source solution in the US/UK market, which the customer acknowledged without contradiction.","answer":true}]},{"key":"Compliance","items":[{"qCode":"Q6","question":"Did the agent follow the necessary compliance and data privacy protocols?","citation":"No specific compliance or data privacy protocols were discussed or required during this interaction, so there is no evidence to evaluate this aspect.","answer":false}]},{"key":"Closure","items":[{"qCode":"Q7","question":"Did the agent close the call with a proper thank-you and confirmation of next steps?","citation":"The agent closed the call by clearly outlining the next steps, including providing a miss call, requesting customer details for tentative costing, and confirming that further discussions would take place, ending with a polite 'Thank you, Ajeesh. Okay, thanks. Thank you, thank you. Bye.'","answer":true}]}]}}]}