Specification sheet · Unified Communications & Contact Centre
Agent Assist & Conversation Analytics
Real-time transcription, AI-suggested answers and knowledge surfacing for every agent - plus automated summaries, sentiment and QA scoring on 100% of interactions, inside the desktop your teams already use.
AI agent assist and conversation analytics: live transcription, suggested responses, sentiment, auto-summaries, QA scoring of 100% of calls and CRM write-back.
- Of interactions scored automatically
- 100%
- Transcript-to-suggestion latency
- < 1 s
- Languages transcribed
- 30+
At a glance
- Real-time transcription in 30+ languages with sub-second latency
- AI-suggested responses and auto-surfaced knowledge articles
- Live sentiment, intent and escalation-risk indicators
- Auto-generated call summaries written back to your CRM
- QA scoring on 100% of calls and chats against your scorecards
- Real-time compliance alerts and PCI pause-and-resume
- Works with Dollu CCaaS, Genesys, Five9, Amazon Connect, Avaya
- Regional processing in India, EU, UK, US and Singapore
Typical use cases
- 01BPOs and outsourcers
- 02Banking, insurance and fintech
- 03Telecom and utility customer care
- 04Healthcare and pharma support
- 05E-commerce and travel
- 06Collections and outbound sales
Technical & commercial specifications
| Audio ingest | Dollu CCaaS/SIP native; SIPREC; connectors for Genesys, Five9, Amazon Connect, Avaya |
|---|---|
| Channels | Voice, chat, email, WhatsApp, SMS and social messaging |
| Languages | 30+ incl. Hindi, Hinglish, Arabic, Spanish, Portuguese, German, French, Japanese |
| Latency | Sub-second transcript; suggestions within 1 s; summary within 10 s of hang-up |
| CRM integration | Salesforce, Dynamics, Zendesk, ServiceNow, HubSpot; REST API and webhooks |
| Quality management | 100% auto-scoring, custom scorecards, calibration, coaching workflows |
| Compliance | PCI pause-and-resume, PII/PHI redaction, disclosure checks, retention and legal hold |
| Data residency | India, EU, UK, US, Singapore; single-tenant option |
| Security | ISO 27001 and SOC 2 controls, SSO, encryption at rest and in transit, audit logs |
| Support | 24×7 NOC; P1 response ≤ 15 min; named account manager |
Talk to Dollu about Agent Assist
Send us your destinations, volumes, sites or use case and we will return a proposal, pricing and a technical plan within one business day. Test credentials and the full service description and SLA document are available on request.
- Sales
- [email protected]
- Phone
- +91 777-500-2222
- Web
- dollu.com
- NOC
- [email protected] · 24×7
Dollu Ltd · 2403A, Iconic Corenthum, Sector 62, Noida 201301, India. This sheet summarises the standard service; specifications may vary by country and are confirmed in the service order.
Online version: https://dollu.com/services/unified-communications/agent-assist-analytics
Contact: https://dollu.com/contact?service=agent-assist-analytics