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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. Customer: We have planned to start in Pondicherry. Customer: And the features means they were they asking the call and support features. Customer: 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 process. Agent: Another one is for the equipment, what is that equipment, correct? Agent: No, medical equipments. Customer: Medical equipment, 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: Aha, medical insurance claiming. Okay. Agent: So now, okay. Agent: 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 there 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? 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: Yeah, correct. Agent: Now this banking and insurance if you are going, Agent: 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 you have the own CRM like that. Agent: Is it a UK based or it is a US based? Customer: Yeah, yeah. Agent: It is. Customer: Both also US based only. Agent: Both are US based, okay? Customer: Yeah, yeah. Agent: Done, done, done. Agent: Understood. Agent: So what we can do is, see in the international UK, US, Agent: there is a CRM open source solution which is quite famous, that is an S4 CRM. Agent: And there is a sales force, 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. Agent: S4 CRM. Agent: Okay. Agent: And we have done some customization, we have done all those things. Technology backend is the S4 CRM. 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. Customer: Like. Agent: Salesforce like that. Agent: 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 S4 is there. Agent: There are then this one is there. Agent: What is that? Agent: 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, okay. Agent: 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 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 there. Agent: Yeah, I have a text pack. Agent: I have a text pack. Agent: Which I will be sharing with you, have a review on the text pack also. Agent: Moreover, okay. Agent: 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 the 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. Agent: 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. Customer: We have 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 you mean 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? Agent: 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 you a tentative costing. Customer: Okay, no problem. Customer: I will share. Agent: On that basis you can take a call. Agent: Okay, and then you we will talk further on that. Customer: Okay, no problem. Customer: 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. Customer: So only we need Ram with us. Agent: Done, done, done. Agent: Done, done. Agent: Please. Agent: So I will give you a miss call. Agent: And. Agent: Please share me the details. Customer: Okay, no problem. Customer: I will share the details. Agent: Thank you. Agent: Thank you, Ajeesh. Customer: Okay, thanks. Customer: Thank you, thank you. Customer: 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 USA because we have requested for the another team also. Customer: So they are given their quoting and everything with us. Customer: What are the features? Agent: I want to understand the process. Agent: What are you into? What kind of a process is your client doing? Agent: And what you want to have, what kind of a feature? 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. Customer: We have planned to start in Pondicherry. Customer: And the features means they were they asking the call and support features. Customer: 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 process. Agent: Another one is for the equipment, what is that equipment, correct? Agent: No, medical equipments. Customer: Medical equipment, 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: Aha, medical insurance claiming. Okay. Agent: So now, okay. Agent: 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 there 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? 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: Yeah, correct. Agent: Now this banking and insurance if you are going, Agent: 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 you have the own CRM like that. Agent: Is it a UK based or it is a US based? Customer: Yeah, yeah. Agent: It is. Customer: Both also US based only. Agent: Both are US based, okay? Customer: Yeah, yeah. Agent: Done, done, done. Agent: Understood. Agent: So what we can do is, see in the international UK, US, Agent: there is a CRM open source solution which is quite famous, that is an S4 CRM. Agent: And there is a sales force, 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. Agent: S4 CRM. Agent: Okay. Agent: And we have done some customization, we have done all those things. Technology backend is the S4 CRM. 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. Customer: Like. Agent: Salesforce like that. Agent: 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 S4 is there. Agent: There are then this one is there. Agent: What is that? Agent: 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, okay. Agent: 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 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 there. Agent: Yeah, I have a text pack. Agent: I have a text pack. Agent: Which I will be sharing with you, have a review on the text pack also. Agent: Moreover, okay. Agent: 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 the 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. Agent: 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. Customer: We have 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 you mean 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? Agent: 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 you a tentative costing. Customer: Okay, no problem. Customer: I will share. Agent: On that basis you can take a call. Agent: Okay, and then you we will talk further on that. Customer: Okay, no problem. Customer: 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. Customer: So only we need Ram with us. Agent: Done, done, done. Agent: Done, done. Agent: Please. Agent: So I will give you a miss call. Agent: And. Agent: Please share me the details. Customer: Okay, no problem. Customer: I will share the details. Agent: Thank you. Agent: Thank you, Ajeesh. Customer: Okay, thanks. Customer: Thank you, thank you. Customer: Bye.","languages":["English"]},"insights":{"summary":"The call initiated with the customer inquiring about CRM codes and features for their US-based operations, specifically for banking and medical insurance claiming processes. The agent sought to understand the customer's processes and specific feature requirements, including call and support features, a ticketing tool, a calling system, and VoIP minutes. The customer confirmed they are establishing a new startup in Pondicherry, aiming for a December/January launch, and are looking for a new CRM solution. The agent proposed S4 CRM, an open-source solution known in the US/UK markets, and committed to providing a tentative costing for both combined and separate deployments, along with a features list. The customer also indicated that their partner, Ram, would be involved in reviewing the features and making the final decision. The call concluded with the agent requesting contact details to facilitate the sharing of information and further discussion.","salesfeedback":[{"Highlight":"Effective Discovery: The agent asked targeted questions to understand the customer's specific business processes (banking, medical insurance claiming), geographical requirements (US-based, Pondicherry startup), and desired features (call, support, ticketing, VoIP) before proposing solutions.","Improvement":"Proactive Value Proposition: While a solution was proposed, the agent could have more proactively highlighted the specific benefits or competitive advantages of their S4 CRM offering beyond its open-source nature and market familiarity."},{"Highlight":"Product Knowledge and Recommendation: The agent demonstrated knowledge of relevant CRM solutions (S4 CRM, Salesforce) popular in the customer's target market (US/UK) and confidently recommended an appropriate open-source solution.","Improvement":"Engagement with Customer's Broader Context: The agent could have explored the customer's previous experience or challenges with CRM/support tools to better tailor the pitch, rather than just asking if they had their own CRM."},{"Highlight":"Clear Next Steps: The agent clearly defined the immediate next steps by requesting customer contact details to provide a tentative costing and a features pack, ensuring a clear path forward for the sales process.","Improvement":"Confirming Decision-Making Process: While the customer mentioned a partner (Ram), the agent could have explicitly confirmed Ram's role and availability for future discussions to ensure all key stakeholders are engaged early (inferred)."}],"intentResponse":[{"Intent":"Inquiry about Solution Features & Cost","content":"The customer initially asked about the code and features available for US operations, indicating a need for detailed information. Later, they explicitly requested a quote for both combo and separate deployment options and a list of features to be provided."},{"Intent":"Provide Business Context","content":"The customer explained that they handle US jobs for the banking sector and medical insurance claiming department. They also clarified that they are starting a new setup in Pondicherry and planning for new solutions, not old ones."},{"Intent":"Request for Specific Features","content":"The customer specified their need for call and support features, a ticketing tool for calling purposes, and VoIP minutes as part of the desired solution."},{"Intent":"Information Sharing","content":"The customer agreed to share their contact details, company name, address, and email ID with the agent to receive the requested quotes and features list."},{"Intent":"Stakeholder Involvement","content":"The customer mentioned their partner, Ram, would be consulted to confirm the necessary features and make further decisions once the agent's proposal is received."}],"topicExtract":[{"Topic":"CRM and Ticketing Tool Requirements","content":"The conversation focused on the customer's need for a CRM solution, specifically a ticketing tool, to manage their banking and medical insurance claiming processes. They inquired about call and support features, and later confirmed needing a calling system and VoIP minutes."},{"Topic":"Business Operations and Processes","content":"The customer outlined their business operations, which include US-based jobs in the banking sector and medical insurance claiming. They specified that they are a new startup being established in Pondicherry, planning for new systems rather than utilizing existing old ones."},{"Topic":"CRM Solution Offering","content":"The agent proposed S4 CRM as an open-source solution, highlighting its familiarity in the international (UK/US) market, similar to Salesforce. The agent positioned their offering as a customized solution based on the S4 CRM backend."},{"Topic":"Pricing and Features Inquiry","content":"The customer requested a detailed quote for deploying the CRM solution, asking for separate costs for individual processes (banking and insurance) versus a combined solution. They also asked for a comprehensive list of all features to be provided with the solution."},{"Topic":"Project Timeline and Implementation","content":"The customer communicated their timeline for starting the new setup in Pondicherry by December first or mid-December, with a plan for deployment of projects by January first. This established an urgent need for implementation within December."},{"Topic":"Next Steps and Information Exchange","content":"The agent outlined the immediate next steps, which involved providing a tentative costing and features pack. To facilitate this, the agent requested the customer's contact details, company name, address, and email ID, agreeing to give a miss call from their number."},{"Topic":"Decision-Making Stakeholders","content":"The customer informed the agent that their partner, Ram, who possesses technological expertise, would also be involved in reviewing the proposed features and participating in subsequent discussions for decision-making."}]},"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 USA because we have requested for the another team also.","sentimentScore":0.1567,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"So they are given their quoting and everything with us.","sentimentScore":-0.0805,"sentimentLabel":"NEUTRAL"},{"speaker":"Customer","segments":"What are the features?","sentimentScore":-0.0133,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"I want to understand the process.","sentimentScore":-0.0596,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"What are you into? 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Okay.","sentimentScore":-0.085,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So now, okay.","sentimentScore":0.5341,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Now the banking means banking is what kind of a thing?","sentimentScore":-0.4928,"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? 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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":"Yeah, correct.","sentimentScore":0.2297,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Now this banking and insurance if you are going,","sentimentScore":0.0266,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"are agents are going to work on the both the thing together or they are going to work in a different manner?","sentimentScore":-0.0566,"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 you have the own CRM like that.","sentimentScore":-0.2338,"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, yeah.","sentimentScore":0.248,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"It is.","sentimentScore":0.0842,"sentimentLabel":"NEUTRAL"},{"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":"Done, done, done.","sentimentScore":0.3811,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Understood.","sentimentScore":0.2695,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"So what we can do is, see in the international UK, US,","sentimentScore":0.1367,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"there is a CRM open source solution which is quite famous, that is an S4 CRM.","sentimentScore":0.8551,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"And there is a sales force, if I am not wrong, you must be knowing that.","sentimentScore":-0.0774,"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.","sentimentScore":0.6998,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"S4 CRM.","sentimentScore":0.0256,"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. 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like that.","sentimentScore":-0.0706,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Zoho is not in the US much.","sentimentScore":-0.2421,"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":0.5568,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Yeah, that is there, Salesforce is there, then S4 is there.","sentimentScore":0.3121,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"There are then this one is there.","sentimentScore":0.0633,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"What is that?","sentimentScore":-0.0838,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Yeah, couple of there are tools which is much, much familiar in that market.","sentimentScore":0.1897,"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, okay.","sentimentScore":0.5478,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"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":0.0097,"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 the cost will come and also for the separate how much it will be cost, okay?","sentimentScore":-0.0635,"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 there.","sentimentScore":0.0565,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Yeah, I have a text pack.","sentimentScore":0.1082,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"I have a text pack.","sentimentScore":0.0534,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Which I will be sharing with you, have a review on the text pack also.","sentimentScore":0.0963,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Moreover, 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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.","sentimentScore":-0.7149,"sentimentLabel":"NEGATIVE"},{"speaker":"Agent","segments":"You are going to start up, correct?","sentimentScore":0.0177,"sentimentLabel":"NEUTRAL"},{"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":"Customer","segments":"We have 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":0.3453,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"So you mean this is a new setup which is coming up?","sentimentScore":-0.0031,"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":-0.0153,"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":-0.0201,"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?","sentimentScore":-0.0422,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Within December.","sentimentScore":0.0654,"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 you a tentative costing.","sentimentScore":0.0827,"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 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details.","sentimentScore":0.0622,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","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":"Customer","segments":"Thank you, thank you.","sentimentScore":0.9581,"sentimentLabel":"POSITIVE"},{"speaker":"Customer","segments":"Bye.","sentimentScore":-0.0617,"sentimentLabel":"NEUTRAL"}],"speakerwiseSentiment":{"Agent":{"POSITIVE":11.49,"NEGATIVE":3.45,"NEUTRAL":85.06},"Customer":{"POSITIVE":26.79,"NEGATIVE":1.79,"NEUTRAL":71.43}},"overallSentiment":{"POSITIVE":17.48,"NEGATIVE":2.8,"NEUTRAL":79.72}},"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's language was consistently courteous, beginning with 'Hello, good evening' and ending with 'Thank you, Ajeesh.' They used polite phrasing throughout the conversation.","answer":true}]},{"key":"Activelistening","items":[{"qCode":"Q2","question":"Did the agent listen actively and respond appropriately to the customer’s concerns?","citation":"The agent consistently rephrased and clarified customer statements, such as confirming 'Call and support, correct?' and 'medical insurance claiming' and distinguishing between different process types. This shows understanding and engagement.","answer":true}]},{"key":"Clarityofcommunication","items":[{"qCode":"Q3","question":"Did the agent communicate clearly without using excessive jargon or unclear statements?","citation":"The agent explained the proposed S4 CRM solution clearly, mentioning it's open source and well-known in the target markets. They avoided excessive jargon where possible, explaining complex terms like 'ticketing tool' and 'VoIP minutes' in context.","answer":true}]},{"key":"Empathy","items":[{"qCode":"Q4","question":"Did the agent demonstrate empathy towards the customer’s situation?","citation":"No evidence found.","answer":false}]},{"key":"Informationaccuracy","items":[{"qCode":"Q5","question":"Did the agent provide accurate and relevant information?","citation":"The agent accurately identified S4 CRM as an open-source solution known in US/UK markets and mentioned Salesforce as a comparable, familiar tool. The information provided about the CRM's relevance to the customer's market was accurate based on general knowledge.","answer":true}]},{"key":"Compliance","items":[{"qCode":"Q6","question":"Did the agent follow the necessary compliance and data privacy protocols?","citation":"No evidence found.","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 outlined clear next steps: sharing their number for a miss call, requesting customer details (company name, address, email ID), and promising a tentative costing and features pack. The call concluded with 'Thank you, Ajeesh.'","answer":true}]}]}}]}