Imetrix - Sofka US

Auditing 1% to 5% of your calls is NOT enough.

Automate the quality audit of 100% of your company’s calls and chats to make intelligent decisions based on data.

iMetrix Speech Analytics – iSA

iSA transcribes calls and interprets spoken conversations and chats in a massive way and in a short time; allows you to automate the quality audit process of the business rules of your service agents with customers.

Speech Analytics
Voice and text analytics

Customer Analytics
Business intelligence

We do it like this

1. Personalize

Contact centers generate voice and text files and save conversations with their customers.

2. Process

ISA processes 100% of the calls and identifies the voice parameters and the content spoken by the agents with their customers.

3. Analyze

Each Business Rule generates an analyzable metric and within the ISA model.

4. Visualize

ISA verifies each call converted to text, identifies business rules and basic agent profiling.

1. Set up

Contact centers generate voice and text files and save conversations with their customers.

2. Process

ISA processes 100% of the calls and identifies the voice parameters and the content spoken by the agents with their customers.

3. Analyze

Each Business Rule generates an analyzable metric and within the ISA model.

4. Visualize

ISA verifies each call converted to text, identifies business rules and basic agent profiling.

ISA Customer Insights:

ISA Customer Insights enhances ISA’s analysis by extracting valuable information to monitor and improve the experience of its customers, in aspects related to the brand, the product, service problems, sales objections, behavior patterns or fraud, emotions, among others

Believe in us

Working on these solutions with the IMETRIX team has been an exercise in commitment and professionalism, a team open to changes and improvements seeking to deliver the best service, as well as supporting the results that we can achieve, a quick and effective response to the requests and obstacles to finding what is needed

Juan Mota
LATAM IGS Quality Manager.

iMetrix is a data analytics and data strategy firm focused on developing artificial intelligence-based business solutions. As part of Sofka Technologies Group, we offer companies massive, fast, and quality audits for 100% of calls and chats.

Paralelo Business Center 108 Av. Carrera 45 No. 108-27 Tower 2, Office 1101

Bogotá, Col.

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Challenge
Collecting and integrating data from various sources within the company.

Achievement
Optimized operation with a high performance to process claims efficiently, mitigate errors, delays and dissatisfied customers.

Case study

The way we work with integrations in the finance industry

Adapting traditional banking services to meet the changing demands of the current market in transition to digital banking.

Our approach involves transforming existing banking services through the application of an “APIfication” strategy, enabling seamless integrations and facilitating future evolutions. We embrace a collaborative approach, leveraging a multifunctional team of professionals specialized in different technologies, all working towards a common goal.

We achieved:

The access of new markets through easy integration.
Improve the customer and partner experience.

Case study

Our app development in the insurance sector

We had a big challenge: to implement a system for visit management, medication application and sample collection for hospitalized medical patients at home.

We created a solution that allows scheduling the logistics of visits, the collection of sample data in the field through mobile devices and the collection of important information on the status of patients. Given the complex of this solution, a reactive architecture was implemented to support the variation in the use of the application, which faced peaks of use with a very good response time during the Covid19 pandemic.

Our client achieved: Efficiency in the planning of routes and visits executed by the medical units. Possibility of collecting information in the field Efficiency in resource management with an elastic infrastructure that grows and shrinks according to use and demand.

Case study

We change the traditional banking to a digital one!

To enhance the provision of services to customers in a more efficient and flexible manner, overcoming the limitations of traditional banking core systems.

We proposed the implementation of a Minimum Viable Product (MVP) for Digital Banking, utilizing the MAMBU core as the financial product platform.

This involved customizing the capabilities of the new core to align with the specific requirements of the bank and comply with Ecuadorian legislation.

Additionally, we recommend forming a dedicated SWAT team comprising essential roles such as a Project Manager, developers, and test automation experts to ensure seamless integration with the new core.

We enhanced customer and partner experience, resulting in improved satisfaction levels.

Case study

How does Sofka strengthened a digital wallet for one of the most important finance groups in Colombia?

A digital account that can be loaded with your own money and through which transfers can be made, and money can be received using the mobile phone number. ¡We make it simple and real!

Accelerating the transformation of the platform to offer financial services to the final clients, businesses, and partners (Banking as a Service), leveraging all the current capabilities of Grupo Aval.

We are building the new version of the platform (a digital wallet) to offer the current financial services in a more efficient manner, while also creating capabilities to enhance the implementation of new services. We are leveraging Mambu as the Core Banking system and Frame Banking as the transactional accelerator.

Our team is based on cells covering all areas of work: UX/UI, Product Owner, Frontend, Backend, QA Automation, DevSecOps, Technical Leader (Architect), Agile Coach (Project Leader), and IT Governance.

We aim to increase the number of clients and partners for dale! by offering a 100% digital onboarding process and enhancing the user experience of financial services to compete with existing digital wallets in Colombia.

From a technological standpoint, our goal is to achieve a service platform with an architecture that enables us to improve the time to market for new services, especially for Banking as a Service.

Case study

How did we implement the cloud infrastructure for a bank?

Before implementing infrastructure automation with our client, they faced challenges such as error-prone manual configurations, lack of consistency across environments, and difficulties in quickly scaling their infrastructure to meet business demands.

Our automation team at Sofka Technologies developed infrastructure as code using tools like Terraform, Ansible, and Kubernetes. Scripts and templates were created to describe the desired infrastructure, including servers, networks, databases, and other resources. These scripts and templates were versioned and stored in a version control repository.

By automating infrastructure as code, we enabled our client to provision and configure their infrastructure quickly and reproducibly. Now, with a single command, they can create and deploy all the necessary infrastructure for their applications in minutes, instead of the hours or days it previously took.

Colombia

Uruguay

México

EE.UU.

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