FAQ

Alyza’s modules build on one another and are designed as an integrated platform. Analyza creates transparency around customer interactions and generates the KPIs and insights that Optimyza uses. Optimyza supports employees with AI-powered recommendations while also providing the foundation for Automyza to automate recurring processes. This creates a seamless path from analysis and assistance to automation.

Yes. Alyza analyzes customer interactions across channels on a central platform. Supported channels include phone calls, emails, chats, cases, tickets, and social media. This gives companies a complete view of their customer communications and enables them to compare and evaluate insights across all channels.

Alyza supports the analysis of customer interactions in more than 100 languages, making the platform suitable for international companies and multilingual service organizations. All interactions are analyzed consistently, regardless of language.

Yes. Dashboards and analyses can be filtered by team, location, or other organizational units. This makes differences, trends, and best practices transparent, enabling companies to compare service quality objectively and improve it systematically.

Alyza is suitable for both medium-sized businesses and large organizations with multiple teams and locations. Its modular architecture allows the platform to be adapted flexibly to company size, contact volumes, and individual requirements.

The dashboard structure is standardized and based on best practices from a wide range of customer projects. Elements such as contact reasons, tags, coaching tips, and other AI-powered analyses can be configured individually. This allows companies to benefit from a proven dashboard structure while receiving analyses tailored to their specific requirements. Additional customizations can be implemented flexibly through the AI assistant.

Yes. Different teams, departments, or business units can be structured within the platform and analyzed separately, while maintaining a shared view of all customer communications.

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.

Yes. Alyza begins by creating transparency across your existing customer communications. It identifies reasons for contact, conversation flows, objections, knowledge gaps, and suitable automation use cases. Together, we then improve the status quo—for example, through better processes, employee training, contact prevention, and a quality-assured knowledge base. The resulting insights are transferred into playbooks that help train voicebots using real customer inquiries, conversation flows, objections, and resolution paths, enabling suitable use cases to be automated successfully.

Alyza protects your data through a multi-layered security framework. Data is processed in a private cloud environment hosted in Microsoft Azure West Europe. Strict access controls with role-based permissions, multi-factor authentication (MFA), and the automatic anonymization of personal data before AI analysis ensure a high level of cybersecurity.

Yes. Alyza supports secure data transfer methods. Once received in Alyza’s private Azure cloud, all data is stored and processed in encrypted form in accordance with current security standards. The transfer method is agreed with your IT team based on your infrastructure and security requirements.

Yes. All stored data is encrypted in accordance with current security standards. This protects customer interactions, transcripts, and analytical results from unauthorized access, including when the data is at rest.

Yes. Alyza supports a comprehensive role and permission framework for different user groups—from administrators and team leaders to specialist departments and external service providers. Each role receives access only to the data, dashboards, and features required for its responsibilities. This allows complex organizational structures and collaboration with external partners to be managed securely and in compliance with data protection requirements, following the need-to-know and least-privilege principles.

Yes. Analytical results are available in a web-based Alyza dashboard. You can manage roles and permissions independently at any time and adapt them to your organizational structure. This allows you to determine precisely which users can access specific dashboards, features, or analytical results, providing maximum flexibility while maintaining a high level of data security.

Yes. Alyza supports single sign-on (SSO) and can be integrated with existing identity and access management solutions. Employees sign in to the Alyza dashboard using their existing company credentials. This simplifies user management while maintaining a high level of information security.

Yes. Alyza is suitable for companies with stringent data protection and information security requirements. We have experience working in regulated industries and critical infrastructure environments. Depending on your security, compliance, and IT requirements, various deployment and security options are available, allowing us to select the right approach for your organization.

Alyza is generally operated as a cloud solution. By default, data is processed in a private cloud hosted in Microsoft Azure West Europe. For companies with specific security, compliance, or regulatory requirements, we also offer additional deployment options, such as processing in German data centers. Together, we select the operating model that best meets your technical and regulatory requirements.

Alyza helps companies comply with internal and regulatory requirements. This includes the automatic anonymization of personal data, role-based access controls, complete traceability of analytical results, and secure data processing in data centers located in Western Europe. Together, we align the platform with your specific compliance, data protection, and cybersecurity requirements.

Alyza is implemented using an agile approach based on your actual customer interactions. First, we jointly define the technical integration, required metadata and business setup. Alyza then processes the initial data, allowing us to validate the results together immediately. Based on this feedback, the AI setup is iteratively optimized and fine-tuned until the analysis quality meets your requirements. Only then is the full data set processed. This creates a solution tailored to your business and use cases within just a few days.

Implementing Alyza usually takes just a few days. Once the technical integration and business setup are complete, Alyza starts processing the first customer interactions. Together, we validate the results and iteratively optimize the AI setup based on your actual data. This means you have a production-ready solution tailored to your business within a very short time.

The first analysis results are available as soon as the initial customer interactions have been processed. Together, we review the results and iteratively optimize the AI setup based on your actual data. This gives you valuable insights from the very beginning of the project and a solution that is refined step by step to meet your requirements.

Yes. Many companies start with a paid pilot project or Proof of Concept. Together, we define a clear project scope and analyze your own customer interactions. During the pilot, we validate the results, optimize the AI setup and establish a reliable basis for deciding on a subsequent rollout.

During implementation, a dedicated Customer Success Manager serves as your main point of contact. They support you with technical integration, business setup and the ongoing optimization of the platform. Through regular check-ins, we ensure that Alyza is not only successfully implemented but also delivers the desired results for your business. We see ourselves as a long-term partner – not just a technology provider.

No. Alyza does not require historical data or extensive model training before delivering initial results. Once technically integrated, the platform immediately processes current customer interactions. The AI setup is then validated and optimized based on actual results – eliminating the need for extensive pre-training with historical data.

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.

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.

Conversation Intelligence uses artificial intelligence to analyze customer interactions across channels. Calls, emails, chats, cases, tickets, and social media interactions are evaluated together to generate insights into customer behavior, service quality, processes, and sales opportunities. This transforms customer interactions into valuable business knowledge and provides a reliable foundation for data-driven decisions.

Voice Analytics (also known as Speech Analytics) is the AI-powered analysis of phone conversations after they take place. Conversation content is automatically analyzed to identify factors such as contact reasons, customer sentiment, quality indicators and optimization opportunities. This turns customer interactions into valuable business insights and provides a reliable basis for data-driven decisions.

Voice Analytics (also known as Speech Analytics) automatically transcribes phone conversations and anonymizes personal information before generative AI analyzes the conversation. This enables valuable insights without the AI processing personally identifiable data. Based on the anonymized data, Alyza identifies factors such as conversation topics, contact reasons, customer sentiment and quality indicators. The results are then available for dashboards and further AI-powered analysis.

Alyza does not rely on a single AI model, but on an intelligently orchestrated best-of-breed AI pipeline. More than 25 specialized microservices work together – from transcription and anonymization to AI-powered analysis. Each processing step uses the technology best suited to the task, delivering reliable insights from every customer interaction.

Alyza uses modern generative AI to understand the context of an entire customer conversation. Instead of analyzing individual keywords, the AI evaluates the full conversation and identifies the actual reason for the contact. This enables reliable classification of contact reasons and gives companies a solid basis for improving processes, products and customer communication.

Alyza analyzes only the anonymized transcript of a customer conversation. Generative AI evaluates word choice, conversation context, phrasing and dialogue patterns to determine the sentiment of the conversation. Biometric characteristics such as voice, tone or speaking speed are not analyzed. This provides companies with privacy-friendly, transparent insights into the customer experience.

AI detects escalations based on critical language and the progression of the conversation. Difficult customer interactions are automatically identified and prioritized. This allows companies to respond faster and continuously improve service quality.

Alyza analyzes all customer interactions and visualizes the results in clear dashboards. Recurring customer issues are automatically clustered by topic, contact reason or tag. This makes patterns and trends visible at a glance, helping companies identify the causes of recurring contacts and address them sustainably.

Generative AI understands the full context of a customer conversation and automatically creates a structured summary. It identifies the key topics, outcomes and agreed next steps without requiring manual documentation. This reduces documentation effort and provides companies with consistent, high-quality conversation summaries.

Generative AI analyzes the full conversation context and understands the customer’s needs and intent. Based on the conversation and relevant domain knowledge, it identifies suitable cross-selling and upselling opportunities as well as other sales potential. This makes sales opportunities automatically visible and enables teams to act on them systematically.

Generative AI understands the full context of a customer conversation and evaluates its quality based on proven criteria. Alyza can also be tailored to your company’s specific quality standards by defining evaluation criteria and examples of good and poor conversations. The AI then evaluates each customer interaction against these criteria, providing detailed assessments and aggregated insights at product, service line, team or company level.

Alyza analyzes all customer interactions and identifies patterns in KPIs such as resolution rate, customer satisfaction, sentiment and conversion. The platform also identifies knowledge gaps, process weaknesses and recurring contact reasons.

AI analyzes all customer interactions and identifies recurring and standardized inquiries with high automation potential. This helps companies determine which processes are suitable for voicebots, self-service or automated workflows. The identified opportunities are validated and prioritized together with your business teams before voicebots or automated workflows are implemented.

Alyza analyzes every customer interaction and works with your subject-matter experts to identify potentially avoidable inquiries. These include issues that could be resolved through self-service, better information or optimized processes without requiring direct contact with customer service. AI automatically flags these interactions and makes them transparent in the dashboard. This allows companies to take targeted action and continuously measure progress by tracking the development of avoidable customer contacts.

Alyza turns customer interactions into valuable company knowledge. AI identifies recurring questions, problems and solutions and automatically suggests new knowledge entries. After review and approval by your employees, this creates a continuously growing, quality-assured Knowledge Base based on real customer service interactions.

At the start of a project, Alyza typically achieves an analysis accuracy of 85–90% – without historical training. During implementation, we validate the results together with your subject-matter experts and continuously optimize the AI setup based on real customer interactions. This improves analysis quality over time and enables a high level of accuracy in production. Final accuracy depends on the specific use case and the individually defined evaluation criteria.