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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 customer initiated the call inquiring about CRM features and pricing for their US-based operations, specifically for banking (sales and support) and medical insurance claiming processes. They mentioned having sought quotes from other teams. The agent adopted a consultative approach, asking detailed questions to understand the customer's current processes and desired features, including call and support functionalities and a ticketing tool. The customer clarified their need for a CRM that supports two distinct processes and mentioned their new startup in Pondicherry, with a target deployment in December/January. The agent proposed EspoCRM as a suitable open-source solution, highlighting its popularity in US/UK markets, and discussed integration needs like calling systems and VoIP minutes. The customer requested a quote for both combined and separate deployments, 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, and the customer mentioning their partner, Ram, who would be involved in technology discussions.","salesfeedback":[{"Highlight":"Consultative Approach: The agent effectively used a consultative approach by asking detailed questions to understand the customer's specific business processes and needs before recommending a solution.","Improvement":"Proactive Feature Elaboration: The agent could have proactively introduced a few core features of their CRM offering earlier in the conversation, demonstrating immediate value rather than waiting for the customer's explicit request for a features list."},{"Highlight":"Product Knowledge and Market Awareness: The agent demonstrated good product knowledge by identifying EspoCRM as a relevant solution and explaining its market presence and suitability for US-based operations.","Improvement":"Benefit-Oriented Language: While explaining EspoCRM, the agent focused more on the technology and its popularity; they could have explicitly linked the CRM's capabilities to direct benefits for the customer's banking and insurance processes."},{"Highlight":"Clear Next Steps and Follow-up: The agent clearly outlined the immediate next steps, including providing a miss call, requesting contact details, and sending a tentative costing and feature text pack, ensuring a smooth continuation of the sales process.","Improvement":"Confirmation of Technical Understanding: The agent could have periodically paused to confirm the customer's understanding of technical terms or proposed solutions, especially when discussing CRM systems and integrations, to ensure alignment."}],"intentResponse":[{"Intent":"Inquiry about CRM features and pricing","content":"The customer initiated the call by asking about the code and features available in the US CRM, indicating they had already received quotes from another team and wanted to understand the current offering and its capabilities."},{"Intent":"Request for a quote","content":"The customer explicitly asked for a quote that includes costs for both a combined solution (banking and insurance) and separate solutions, requesting it to be sent to them."},{"Intent":"Seeking specific CRM solution","content":"The customer inquired if the agent's company had its own CRM for US operations, indicating a need to understand the underlying technology and its suitability for their market."},{"Intent":"Clarification on business processes and needs","content":"The customer detailed their three types of jobs (US banking, medical insurance claiming) and clarified that they need call and support features, including a ticketing tool and a calling system with VoIP minutes."},{"Intent":"Providing business timeline","content":"The customer informed the agent about their new startup in Pondicherry, planning to commence operations around December first week/mid and aiming for deployment from January first."},{"Intent":"Confirming partnership role","content":"The customer clarified that their partner, Ram, is knowledgeable about technology information and would be involved in further discussions about features."}],"topicExtract":[{"Topic":"CRM Features and Requirements","content":"The customer expressed a need for specific CRM features, particularly call and support capabilities and a ticketing tool, for their banking and medical insurance claiming processes."},{"Topic":"Customer's Business Operations","content":"The discussion involved understanding the customer's three job types: US banking (sales and support) and medical insurance claiming, clarifying the nature of these operations."},{"Topic":"Proposed CRM Solutions","content":"The agent introduced EspoCRM as an open-source solution suitable for international markets (US/UK) and discussed its customization potential, comparing it to other market CRMs like Salesforce and Zoho."},{"Topic":"Pricing and Quotation","content":"The customer requested a detailed quote outlining the costs for both a combined CRM deployment and separate deployments for their banking and insurance processes."},{"Topic":"Integration Needs","content":"The conversation touched upon the customer's requirement for integrating a calling system and needing VoIP minutes as part of the CRM solution."},{"Topic":"Business Launch and Implementation Timeline","content":"The customer shared details about their new startup in Pondicherry, with plans to begin operations and deploy the CRM in December and January, respectively."},{"Topic":"Key Stakeholder Involvement","content":"The customer mentioned their partner, Ram, who possesses technological expertise and would be involved in confirming feature requirements for the CRM."},{"Topic":"Next Steps and Information Exchange","content":"Both parties agreed on the next steps, including the agent sending a tentative costing and text pack, and the customer sharing their contact and company details."}]},"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 maintained a polite and professional tone throughout the call, using courteous greetings and respectful language.","answer":true}]},{"key":"Activelistening","items":[{"qCode":"Q2","question":"Did the agent listen actively and respond appropriately to the customer’s concerns?","citation":"The agent actively listened to the customer's explanation of their business processes and needs, asking clarifying questions to ensure full understanding of the requirements like call and support features, and the distinction between medical equipment and medical insurance claiming.","answer":true}]},{"key":"Clarityofcommunication","items":[{"qCode":"Q3","question":"Did the agent communicate clearly without using excessive jargon or unclear statements?","citation":"The agent communicated clearly by explaining EspoCRM as an open-source solution and its market familiarity, and by asking straightforward questions about the customer's requirements and timelines.","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 provided accurate information regarding EspoCRM as a well-known open-source CRM in the UK/US market and correctly summarized the customer's business processes (banking and medical insurance claiming).","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 closed the call by clearly outlining the next steps, which included sending a miss call for contact details, providing a tentative costing, and sharing a text pack of features, while also expressing thanks.","answer":true}]}]}}]}