Connect with us

Buzz

Acefone Launches AI Post Call Analytics for Faster and More Efficient QA

New premium capability within Acefone’s unified cloud-based communication platform helps enterprises analyze post-call interactions for sentiment, compliance, agent performance, and churn risk. 

GURGAON, India, Sept. 30, 2025 /PRNewswire/ — Acefone, a leading cloud communication platform, announced the launch of AI-powered Post Call Analytics. It is an add-on, paid analytics capability that transforms voice calls into structured, decision-ready intelligence. 

The new module uses advanced LLM to surface customer sentiment, pinpoint friction, verify policy adherence, and score agent performance at scale.
Designed for CX leaders, the feature addresses a familiar operational gap: only a small fraction of conversations is reviewed manually, while the rest remain unmined. Post Call Analytics closes that gap by analyzing 100% of recorded interactions after they occur and converting them into clear, auditable metrics and coaching actions.

Why it matters

For Indian enterprises competing on experience, every conversation is now a first-party data asset. Yet QA teams still sample only a sliver of calls. Moreover, compliance checks often happen after the fact and retention teams detect churn risk when it’s too late. 

Post conversation analytics solves these problems with a pragmatic, human-in-the-loop approach:

Customer Sentiment & Themes: Understand intent, tone, and emerging issues, without adding survey fatigue.

Regulatory Readiness: Programmatically check interactions against compliance checklists (e.g., consent language, disclosure order, PII handling). Vital especially for BFSI, Healthcare, and other regulated sectors operating under frameworks such as DPDP Act (India), GDPR, and PCI DSS.

Agent Performance & Coaching: Score calls objectively identify skill gaps and generate targeted coaching queues that supervisors can action in minutes, not weeks.

Churn Prediction Signals: Detect dissatisfaction patterns (keywords, silence spans, repeated escalations) early enough for retention teams to intervene.

Announcing the launch, Ashish Nijhara, Chief Product & Technology Officer, Acefone, highlighted the transformative impact of the solution saying, “At Acefone, we don’t pursue artificial intelligence merely to follow trends. Instead, we believe in building solutions that maximize value for our users. Post call analytics is where AI delivers the fastest, most measurable value. By analyzing every call, we give leaders objective, defensible insights they can trust. Our focus is on accuracy, explainability, and governance, so that every score and compliance check stands up to scrutiny.”  

Offerings by Acefone’s AI Call Analytics:

1) Conversation-to-insight pipeline Acefone ingests call transcripts and performs domain-tuned speech-to-text where applicable. It then runs LLM models to extract sentiment, intent, entities, silence and overlap patterns. Additionally, it detects escalation markers and compliance signals. Results stream into QA scorecards, trend dashboards, and role-based reports.

2) Agent performance analytics Calls are scored across soft skills (empathy, clarity), process adherence (verification steps, resolution path), and outcomes (first-contact resolution proxy, next steps agreed). Supervisors can filter by team, queue, or campaign, automatically populate coaching packs, and measure improvement over time.

3) Churn and escalation signals PCA identifies early-warning indicators from repeated callbacks to unresolved promises. This helps customer success and retention teams to trigger save-actions (credits, callbacks, priority routing) in the integrated CRMs or ticketing tools.

4) Secure by design PII redaction, role-based access controls, configurable retention, and encryption in transit and at rest are standard. Customers can align settings with internal data-governance policies and applicable regulations.

Fitting in existing stacks

AI Call Analytics sits natively inside Acefone’s unified cloud-based communication platform. Since the analytics operate post-interaction, deployment is minimally disruptive. Teams can initiate campaigns with the auto dialer software, validate outputs against human QA, calibrate thresholds, and expand rapidly.
Shella Seth, Chief Business Officer, Acefone emphasized the commercial advantage stating, “Enterprises want AI technology that can be proven and deliver a measurable ROI. With our AI Call Analytics capability, you can get a bird’s eye view of all your customer conversations and analyze the brand positioning by every CSR. This will help you fix the root causes of churn, non-compliance, and poor customer experience. Companies can also analyze buying and promise-to-pay intent to forecast revenue pipeline. These are tangible results you can show to your boards. It’s AI that pays for itself in measurable retention and risk reduction.” 

Governance, accuracy, and human-in-the-loop

Acefone emphasizes human supervision. Supervisors can drill into model rationales (the evidence excerpts that drove a score or flag), override results, and feed those corrections back for continuous improvement. Enterprise admins control storage regions, retention windows, and redaction policies to align with internal and external standards.

Availability

AI Call Analytics is already available for Acefone’s customers as a paid add-on to its Cloud Communication Suite. Existing customers can contact their account manager to enable a guided pilot.

About Acefone

Acefone is a trusted global cloud communications provider rated 4.7/5 for reliability and service excellence. This all-in-one platform covers voice calling, messaging, WhatsApp Business, email, and video to help businesses deliver exceptional customer experiences. Backed by 99.5% uptime, the platform empowers over 5,200 organizations worldwide to streamline operations, gain AI-driven insights, and drive measurable growth.
Photo: https://mma.prnewswire.com/media/2784255/Acefone.jpg

View original content to download multimedia:https://www.prnewswire.com/in/news-releases/acefone-launches-ai-post-call-analytics-for-faster-and-more-efficient-qa-302570395.html

Continue Reading
Advertisement
Click to comment

You must be logged in to post a comment Login

Leave a Reply

Buzz

Reliance Digital Launches ‘Baaptaa’, a Father’s Day Campaign Celebrating the Many Expressions of Fatherhood

MUMBAI, India, June 20, 2026 /PRNewswire/ — Reliance Digital has launched ‘Baaptaa’, a Father’s Day campaign to celebrate the many expressions of fatherhood. Built around a simple cultural observation, while “Maa ki Mamta” has long been a part of India’s collective vocabulary, there has never been a word that captures the distinct ways fathers express love, the campaign introduces ‘Baaptaa’ as a tribute to the many shades of fatherhood.

Conceptualised as an original music-led campaign, Baaptaa celebrates fathers not as idealised figures, but as they are experienced in everyday life, protective, dependable, emotional, quirky, practical, occasionally embarrassing, and always present. Through a relatable narrative, the campaign acknowledges the countless ways fathers care for their families, often through actions rather than words.Watch Video: https://youtu.be/9XyUsJB33Ds?si=PM67vhxrzth1JEkz At the heart of the campaign is an original music video told from a father’s perspective, capturing the different roles he plays across life’s moments and milestones. The film brings to life the humour, warmth and unspoken affection that characterise father-child relationships, while giving a name to a form of love that many recognise but few have articulated.The campaign stems from a simple insight: while motherhood has often found expression through familiar phrases and popular references, the unique language of fatherhood has remained largely undefined. Baaptaa seeks to fill that gap by creating a term that reflects the everyday gestures, practical wisdom and quiet sacrifices that fathers make.Father’s Day communication often leans into familiar emotional territory, but Reliance Digital’s campaign celebrates fathers in a way that feels more culturally authentic and relatable. The idea for ‘Baaptaa’ came from a simple observation — mother’s love has been immortalised in a number of heartfelt, emotional songs, there needed to be an anthem dedicated to dad’s love. And thus was born Baaptaa – a love language that is often awkward, practical, protective, humorous and deeply felt, even if rarely verbalised. It’s a celebration of fatherhood in all its wonderfully imperfect forms immortalized by a song that you won’t be able to stop humming.Shop for the widest range of electronics at Reliance Digital and thank your father for his Baaptaa.

View original content to download multimedia:https://www.prnewswire.com/in/news-releases/reliance-digital-launches-baaptaa-a-fathers-day-campaign-celebrating-the-many-expressions-of-fatherhood-302805505.html

Continue Reading

Buzz

Canara HSBC Life Insurance Celebrates Father’s Day with a Heartwarming Tribute to Dad Jokes

The digital film highlights how fathers express love through humour, turning everyday moments into lifelong memoriesNEW DELHI, June 20, 2026 /PRNewswire/ — Canara HSBC Life Insurance Company Limited (“Canara HSBC Life Insurance”) today announced the launch of its Father’s Day digital film, a light-hearted and heartfelt tribute to fathers and their unique way of expressing love through humour. Celebrating the universally relatable phenomenon of ‘Dad Jokes’, the campaign shines a spotlight on the small yet meaningful moments that often become some of the most cherished family memories.

Presented in the style of a mock documentary, the film follows a sibling duo as they recount some of their father’s most memorable jokes—ranging from playful puns to classic one-liners. While the film begins with humour and nostalgia, it gradually reveals a deeper truth: behind every seemingly cringe-worthy dad joke lies a father’s sincere effort to connect, bring joy, and remind his family that he is always there for them.The campaign is rooted in the insight that fathers often express their emotions differently. Rather than through words alone, they communicate their care through everyday actions, practical guidance, shared experiences, and sometimes, through humour. Dad jokes may not always receive the loudest laughs, but they often become lasting reminders of a father’s presence, warmth, and unwavering support.Through relatable storytelling and candid family moments, the film celebrates fathers who may not always wear their emotions on their sleeves but consistently show up for their loved ones in their own unique ways. It captures how these seemingly ordinary interactions become treasured memories that families carry forward for years.Reflecting the campaign’s central message, Canara HSBC Life Insurance reiterates its belief in standing by every promise that matters. Just as fathers quietly support and protect their families through every stage of life, the company remains committed to helping customers secure their loved ones’ future and fulfil their financial commitments, truly embodying its promise of being a ‘Promises Ka Partner’.The campaign is now live across Canara HSBC Life Insurance’s X (twitter), LinkedIn, Facebook and Instagram channels.IG- https://www.instagram.com/reel/DZwH5IKhCzG/?utm_source=ig_web_copy_link&igsh=MzRlODBiNWFlZA== FB- https://www.facebook.com/share/v/1cSkxsFWNY/X- https://x.com/CanaraHSBCLI/status/2067808467205918962?s=20Li- https://www.linkedin.com/feed/update/urn:li:activity:7473574831364468737Photo – https://mma.prnewswire.com/media/2997652/Canara_HSBC.jpgLogo – https://mma.prnewswire.com/media/2739906/6008480/Canara_HSBC_Logo.jpg

View original content to download multimedia:https://www.prnewswire.com/in/news-releases/canara-hsbc-life-insurance-celebrates-fathers-day-with-a-heartwarming-tribute-to-dad-jokes-302805642.html

Continue Reading

Buzz

Harper Collins Publishers India is Delighted to Announce the Recent Publication of ‘People We Love’ by Preeti Shenoy

NEW DELHI, June 19, 2026 /PRNewswire/ — HarperCollins Publishers India is delighted to share the recent publication of People We Love by bestselling author Preeti Shenoy. At once tender and sharp, this collection of stories offers intimate, truthful and relatable portraits of the people we cherish, the ones we lose, and the people we become.

ABOUT THE BOOKThe people we love never truly leave our story…In these tender yet piercing stories, Preeti Shenoy returns to some of her most beloved characters to reveal who they were before they appeared in her bestselling novels It’s All in the Planets and The One You Cannot Have.Aniket, a coder, carries the weight of a longing for Trisha that he cannot bring himself to act on. Nidhi abandons her corporate life to teach pottery, only to discover that clay is far more forgiving than the people she loves. A quiz competition sparks an unlikely romance between Aman and Shruti, one that must withstand parental disapproval and class divides. And Anjali, a journalist, is so busy chasing stories that she almost misses the one unfolding in her own life.Set against the pulse of contemporary India, People We Love explores the tug-of-war between duty and desire, family and freedom, who we are and who we dare to be. Intimate and deeply felt, these are stories about love that stays, leaves and almost slips away … love that quietly and irrevocably shapes the people we become.Preeti Shenoy, author, says, “People We Love is a collection of three long stories, prequels to my bestsellers It’s All in the Planets and The One You Cannot Have. If you have read those books, you already know how these characters’ stories unfold. But what you don’t know yet is where it all began, the loves they carried, the choices they made, and the people they were before life shaped them into who you met on those pages. Writing these prequels felt like returning to a home I hadn’t realised I missed, and discovering rooms I had never been in before.”Rashmi Menon, Associate Publisher – HarperCollins India, adds, “Preeti Shenoy has an extraordinary gift for finding the heartbeat of ordinary lives. People We Love is a warm, wise and deeply humane collection of short stories that reunites readers with favourite characters from her bestselling novels It’s All in the Planets and The One You Cannot Have, weaving them into fresh, deeply satisfying narratives. These characters feel like people you know, and their journeys will move, comfort and surprise you. This uplifting, thought–provoking collection reminds us why we turn to stories in the first place. We couldn’t be more excited to share it with our readers.”ABOUT THE AUTHOR Preeti Shenoy is among the highest-selling authors in India. She was featured on the Forbes longlist of the most influential celebrities in India. Her books include When Love Came Calling, Wake Up Life, Is Calling, Life Is What You Make It, The Rule Breakers, A Hundred Little Flames, It’s All in the Planets, Why We Love the Way We Do, The Secret Wish List, The One You Cannot Have and many others. Her work has been translated into many Indian languages. Preeti is also a motivational speaker, an avid fitness enthusiast, and an artist specializing in portraiture and illustrated journalling. Preeti lives in Bengaluru, Karnataka.ABOUT HARPERCOLLINS PUBLISHERS INDIAAt HarperCollins Publishers India, we believe in telling the best stories and ensuring they reach the widest readership. We publish around 250 new books every year across 10 imprints, adding to a diverse catalogue of more than 3,000 titles in print and digital formats, with an array of genres and voices that ensure there is a book for every reader. Our authors have won some of the most prestigious literary awards, and we are proud to publish many acclaimed writers, alongside new and emerging voices shaping contemporary literature. We are also the publishers of The White Tiger by Aravind Adiga, winner of the Booker Prize 2008, and Girl in White Cotton by Avni Doshi, shortlisted for the Booker Prize in 2020, and HarperCollins India itself has been awarded “Publisher of the Year” several times. In addition, we represent some of the finest global publishers such as Harvard University Press, Lonely Planet, Oneworld, Nosy Crow, Usborne, and National Geographic Children, bringing Indian readers access to world-class books and ideas. We are also proud to be certified as a Great Place to Work for two consecutive years, a recognition of our culture, people, and values that make HarperCollins India a truly inspiring workplace. PRESS CONTACT:Nandini Tripathi, Manager – Marketing (Commercial)Email: nandini.tripathi@harpercollins.co.in | Mobile: +91 9718928839Photo: https://mma.prnewswire.com/media/2997583/HarperCollins_People_We_Love.jpgLogo: https://mma.prnewswire.com/media/2105077/4665143/HarperCollins_Logo.jpg 

View original content to download multimedia:https://www.prnewswire.com/in/news-releases/harper-collins-publishers-india-is-delighted-to-announce-the-recent-publication-of-people-we-love-by-preeti-shenoy-302805348.html

Continue Reading

Trending