Over 50 companies have reimagined their customer service with Alyza

Yes. Alyza uses consistent metrics to make the performance of internal teams and external service providers comparable. These can include quality, resolution rates, customer satisfaction, sales performance, SLA compliance, and process adherence. This gives companies an objective basis for selecting, managing, and continuously developing their BPO partners.

No. Alyza follows a hybrid model in which people and AI work together. AI primarily handles downstream analysis, documentation, and routine tasks, allowing employees to focus on their core strengths: experience, empathy, personal advice, and complex decision-making. In this way, AI supports people rather than replacing them.

To use Alyza, customer interactions such as calls, emails or chats need to be available digitally. For phone calls, recordings and compliance with applicable data protection and information requirements are generally necessary. Depending on your organization, coordination with data protection, the works council or IT may also be required. We support you throughout the implementation to ensure all business, technical and organizational requirements are in place.

Alyza requires customer interactions and—depending on the use case—additional metadata such as the date, hotline, team, language, or processing status. Together, we determine which information is needed to achieve your objectives. Only the data required for the agreed use cases is processed.

In addition to the customer interactions themselves, Alyza can incorporate a wide range of metadata from existing systems. This can include the hotline, team, location, language, product, processing status, customer group, and other custom information. These details allow analyses to be filtered, compared, and aggregated precisely.

Yes. Customer consent (opt-in) is required to record phone calls. Depending on the applicable legal and operational requirements, employees may also need to meet certain conditions before recordings can be made. We support you in working with your Data Protection Officer and, where applicable, your works council to establish the necessary framework for using Alyza.

This depends on the company’s operational framework and the applicable co-determination regulations. In many companies, the works council is involved at an early stage, which we strongly support. Alyza accommodates different works agreements—for example, by limiting analyses to the team or location level—and supports companies during implementation with extensive project experience.

This depends on the intended use cases. Most projects connect telephony, email, chat, CRM, or ticketing systems. Integration is primarily handled through standardized APIs or, alternatively, through secure data exchange with Alyza’s private cloud.

Successful Alyza projects typically involve business teams, IT, data protection and quality management. We also recommend involving employee representative bodies, such as the works council, at an early stage. This helps address data protection, compliance and co-determination requirements early on while building employee acceptance of the solution. Open communication from the start lays the foundation for effective change management and a sustainable platform rollout. Throughout the project, a dedicated Alyza Customer Success Manager serves as your main point of contact.

Alyza analyzes both inbound and outbound customer interactions. These include service, sales, complaints, advisory, and support conversations, as well as other types of communication across multiple channels.

Most telephony and contact center systems already meet the technical requirements for using Alyza. Ideally, calls should be provided as WAV files with a sampling rate of at least 16 kHz, 16-bit PCM, and stereo recording with separate channels for the agent and customer. Mono audio and compressed formats such as MP3 can also be processed but are not recommended. For optimal results, the original audio recordings should be transferred without subsequent format conversion. Alyza can also import metadata such as the call timestamp, agent, team, hotline, queue, language, duration, and other customer-specific information. This allows analyses to be filtered and evaluated precisely and linked with existing systems. Alyza connects via APIs or secure data exchange, without requiring changes to the existing telephony infrastructure.