Listen
better
Reading tension, trust, resistance, empathy, and friction.
SCIENCE OF VOICE / HUMAN OUTCOME
We turn voice scienceinto team evolution and measurable results.
We analyze how each conversation unfolds to find concrete opportunities in sales, service, and collections.
03High-impact
applications
applications
04Transformation
phases
phases
Voice as a
strategic signal
strategic signal
VF / 001BOG — COL
Technology detects signalsWe transform teams✦Listen better. Decide better.
TEST YOUR OWN VOICE
Tone also changes the outcome.
Choosing the right words is not enough. How you say them can bring people closer, build trust, or create distance. Discover which signals appear in your own voice with a short trial.
- 01Does your voice engage?
- 02Does your voice shape realities?
- 03Does your voice convey trust?
- 04Does your voice build credibility?
00 / PRINCIPLEA layer you aren't measuring yet
Words say what.
Voice reveals how.
We make visible the emotional layer that shapes every conversation, turning it into capabilities, metrics, and decisions.
See applicationsListen
CXFeeling
Diagnostic, metrics, team development, and ongoing support.
EVIDENCE · CONTEXT · ACTION ·
Decide
better
Connecting emotion with conversion, retention, and experience.
01 / METHODFrom audio to action
One methodology.
Four movements.
Technology detects signals. Our method turns them into a system of evolution for agents, supervisors, and leaders.
01
Evidence-based emotional diagnostic
Analysis of real interactions to identify patterns of tension, trust, resistance, empathy, and friction.
02
Design of predictive emotional metrics
Building KPIs correlated with conversion, recovery, retention, escalation, and experience.
03
Capability development
Coaching programs, evolving QA, and behavioral training for agents, supervisors, and leaders.
04
Ongoing strategic support
Monthly follow-up, metric refinement, executive sessions, and sustained change.
02 / SOLUTIONSThree contexts, one reading
Emotional intelligence
applied to business.
We organize acoustic signals to prioritize human review, coaching, and operational improvements without turning a metric into a verdict.
ILLUSTRATIVE READINGSALES
SEI · SALES EMOTIONAL INDEX91.4High reference
TRUST BUILDING99.3HighCOMMERCIAL ACTIVATION35.8LowCONVERSION POTENTIAL81.4High
The example combines high trust and persuasion with low commercial activation: the relationship may be on track while still requiring another stimulus to move forward.
SALESWHEN EXECUTION BREAKS DOWN WHEN EXECUTION WORKS Illustrative example: these indices require context and comparison with real outcomes; they do not prove intent, capacity, or facts about a person.
Sell with better timing and a better read on the interaction
Connect vocal patterns with commercial context to review where a conversation gains or loses strength.
Model objective: create connection, build trust, sustain persuasion, and facilitate closing.
The advisor notices distance or irritation but keeps the same pace and approach. The issue is not necessarily the script, but how the interaction is conducted.
The advisor listens, adjusts pace and emphasis, and follows the state of the conversation. That alignment can support closeness, empathy, and trust before proposing the next step.
ILLUSTRATIVE READINGSERVICE
CXHI · CUSTOMER EXPERIENCE HEALTH78Good reference
EMOTIONAL EXPERIENCE82GoodCUSTOMER EFFORT61AttentionTRUST84Good
The index summarizes the example's emotional health and flags effort as the first point to review before scaling other actions.
SERVICEWHEN EXECUTION BREAKS DOWN WHEN EXECUTION WORKS Illustrative example: these indices require context and comparison with real outcomes; they do not prove intent, capacity, or facts about a person.
Serve with more emotional context and less friction
Observe changes in stress, effort, and trust to review moments of friction and develop service capabilities.
Model objective: facilitate, reassure, build trust, and resolve.
Irritation mixes with stress and the whole interaction is built on that tension. The customer may leave without a solution and feeling that nobody tried to understand them.
The advisor maintains empathetic listening and regulates the conversation. Even without an immediate resolution, they seek to close with closeness, clarity, and a concrete path.
ILLUSTRATIVE READINGCOLLECTIONS
MANAGEMENT POTENTIAL69.1Medium reference
COMMITMENT SIGNAL40.1LowTRUST99.2HighNEGOTIATION READINESS69.6Medium
The example contrasts high trust with low commitment: the relationship appears stable, but closing must be verified through explicit actions and agreements.
COLLECTIONSWHEN EXECUTION BREAKS DOWN WHEN EXECUTION WORKS Illustrative example: these indices require context and comparison with real outcomes; they do not prove intent, capacity, or facts about a person.
Recover better without losing sensitivity or control
Review tension, trust, and conversational effort to train clear, respectful, and non-coercive negotiation.
Model objective: reduce friction, maintain trust, facilitate readiness, and establish a verifiable commitment.
The advisor's stress dominates how alternatives are delivered. The customer responds with greater defensive effort, and payment commitment is displaced by tension.
The advisor regulates pressure, presents alternatives clearly, and checks understanding. Trust is sustained without treating an acoustic signal as a conclusion about ability to pay.
03 / RESULTSExperience turned into evidence
Results connected
to real operations.
More than two decades working with human interactions make it possible to turn observation, training, and measurement into improvements organizations can track.
Historical results reported for specific projects and sectors. Scope, sample, and conditions vary; these figures do not guarantee future results.
04 / WHO IT'S FORHigh-interaction organizations
Where every conversation
moves a result.
Designed for contexts where conversation quality defines value, retention, and trust.
Insurers
High interaction frequency and strong sensitivity to experience and retention.
Financial institutions
Connecting service, recovery, loyalty, and relational risk management.
BPO
Sophisticated QA, conversational quality, and differentiation with clients.
Neobanks
Digital experiences that need a precise, measurable human layer.
Professional services
Relationships where perceived value defines retention and trust.
05 / IMPLEMENTATIONA progressive model
Consulting by design.
Support by conviction.
We combine analysis, strategic design, training, and follow-up to guarantee sustainable results.
Emotional diagnostic pilot
Representative sample of interactions and an initial executive report.
CXFeeling model design
Emotional metrics, correlations, dashboards, and usage protocols.
Implementation and development
Coaching, evolving QA, training, and first measurable results.
Strategic support
Follow-up, trends, model refinement, and action plans.
06 / MODELSThree levels of support
One shared vision
of transformation.
Choose the model based on your organization's maturity and objectives.
CONSULTING
Project-based consulting
Full diagnostic, design, and implementation with knowledge transfer to strengthen internal capabilities.
Discuss this model
ONGOING SUPPORT
Strategic retainer
Monthly follow-up to drive the model's evolution, support leaders, and speed up strategic decisions.
Discuss this model
FULL SOLUTION
Integrated modular model
Analytics technology, indicators, dashboards, and team development integrated into a single solution.
Discuss this model07 / DATA GOVERNANCETrust by design
Voice is sensitive.
Its handling must be too.
Every project defines purpose, authorization, access, and retention before analysis. Voice Feeling applies technical and contractual controls appropriate to the context.
Purpose and legal basis
The organization must inform recorded people and have consent or another valid legal basis, including Colombia's Law 1581 where applicable.
Controlled access
Project audio and reports are protected through organization-scoped access, secure communications, and operational traceability.
Defined retention
The public trial is not saved in the Voice Feeling library. For projects, retention and deletion are agreed according to purpose, contract, and legal duties.
Confidentiality
Projects that require it include confidentiality agreements and specific conditions for processing, access, and deletion.
Deletion first restricts access and schedules asynchronous cleanup. We do not promise immediate deletion from every medium or third-party system.
08 / FREQUENTLY ASKED QUESTIONSLess friction before starting
What matters,
before the first diagnostic.
We address the most common operational and data questions before designing a pilot.
How does it integrate with the contact center's current infrastructure?
A pilot can begin with an authorized sample without changing operations. We then define secure upload, result exchange, or a specific technical integration as needed.
Do I need an internal technical team?
Not to start a pilot. Voice Feeling supports the diagnostic, interpretation, and model design. A permanent integration is scoped with the organization's technical and security owners.
What happens to data after the pilot?
Retention, return, and deletion are agreed before the project. Access is restricted to authorized people, and deletion requests follow a traceable process.
How is this different from traditional speech analytics?
Speech analytics usually focuses on what was said. Voice Feeling adds acoustic signals about how the interaction unfolded and connects them with context, human review, training, and business metrics.
09 / LET'S TALKThe first step is listening
Turn emotions
into strategy.
Tell us what kind of conversations you want to understand. We'll design an initial diagnostic for your context.
DIRECT CHANNEL[email protected] Bogotá, Colombia · Serving all of the Americas