Vela
Utilising call centre analytics enables the monitoring of call scripts, agent conduct, and adherence to protocols to ensure compliance with industry regulations and internal quality standards.
Vela
Enhance Compliance & Customer Trust
Helping banks monitor customer interactions for adherence to regulatory standards and internal policies. Our platform delivers multilingual sentiment analysis to gain deeper insights into customer satisfaction, identify high-risk conversations, and facilitate agent coaching on complex financial topics like loan applications, mortgage inquiries, and account management.
Drive Better Client Engagement with Precision Insights
In a sector built on client relationships and fiduciary responsibility, Vela delivers post-call analytics that decode client sentiment, identify missed cross-sell opportunities, and optimise advisor performance. From credit consultations to investment portfolio reviews, Vela ensures every interaction is a chance to build a stronger client book and increase assets under management.
Speed Up Claims. Build Policyholder Confidence
Whether it’s claims support or policy renewals, Vela provides full visibility into contact centre operations. Track how efficiently claims are handled, flag distress signals in customer conversations, and tailor agent training to reduce policy churn — all with support across multiple South African languages.
Improve Patient Support Without Compromising on Care
In healthcare, clear and empathetic communication is critical. Vela equips medical schemes and healthcare providers with detailed call summaries, sentiment trends, and language-specific patient insights to ensure patients feel heard and respected. Improve agent efficiency while enhancing the overall patient experience.
Reduce Churn & Boost
First-Call Resolution
Telcos face relentless pressure from billing disputes and technical queries. Vela pinpoints the root causes of customer frustration, measures resolution effectiveness, and highlights coaching opportunities to improve service levels. Anticipate problems before they escalate — helping your teams fix problems before they become complaints.
Deliver Consistently Excellent Service
Across Clients
As a BPO provider, your performance is under constant scrutiny. Vela allows you to offer clients transparent performance dashboards, multilingual sentiment analysis, and customised agent improvement plans. Differentiate your offering with smarter, localised analytics that scale with your client’s operations and help you meet and exceed Service Level Agreements
BENEFIT TO CLIENTS
In-depth post-call analytics, automatically evaluating agent performance while seamlessly handling conversations in Multiple African languages.
Support and Training
Comprehensive training for call center staff and continuous support with weekly check-ins.
Customisable Solutions
Offers an increased AI-led QA capability allowing for businesses to understand certain spikes in calls & reason’s for calls, this in turn provides customizable reporting and insights based on the calls as well as the client-specific KPIs.
Data-Driven Insights
Gain actionable insights into agent performance, customer trends, and operational efficiency to guide strategic decisions.
Streamlined Operations
Automate call monitoring and quality checks to make your customer service more efficient and effective.
Multilingual Engagement
Connect seamlessly with customers in their preferred language, enhancing satisfaction and loyalty across diverse audiences.
Reduced Operational Costs
Leverage AI-driven automation to lower manual workloads and optimise resources across your call centre.