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S.S. Pontina km 44,044 - 04011 Aprilia LT - Italy
+39 06 927101
+39 06 927101
S.S. Pontina km 44,044 - 04011 Aprilia LT - Italy

DIRECT ™

RESi

Advanced Quality Assurance and Smart Analytics Solutions for Enterprise Contact Centers

DIRECT™ is RESI’s platform dedicated to active and passive monitoring of voice and digital interactions in modern Contact Centers. Designed for enterprise environments, private/public clouds, and UCaaS architectures, it ensures real-time observability, centralized control, and data-driven management of operational processes. By combining AI, Automatic Speech Recognition (ASR), Speech Analytics, and Big Data, DIRECT™ analyzes large volumes of conversations and operational metrics, improving service quality, operator performance, and overall Customer Care governance.

Full visibility and real-time control

Discover 360° service quality with DIRECT™
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DIRECT™ provides a unified and modular view of all voice and multichannel interactions, integrating with VoIP, SIP, UCaaS, CRM systems, and proprietary Contact Center tools. Its scalable architecture incorporates advanced functions for Root Cause Analysis, anomaly detection, performance monitoring, continuous auditing, and automated Quality Assurance.

DIRECT™ is a mission-critical solution for enterprise Contact Centers, multi-site operators, customer care services, financial institutions, and businesses requiring measurable quality, transparent governance, and operational optimization.

Key Features

  • Multichannel Recording — Capture and archive voice, VoIP, softphone, UCaaS, and hybrid channel interactions.
  • Advanced Speech Analytics — Semantic analysis, sentiment detection, and keyword spotting for high-volume data.
  • Automated Quality Assurance — Evaluate interaction quality with KPIs and objective scoring.
  • Smart Voice & Data Analytics — Immediate insights on operator performance and process efficiency.
  • Anomaly & Trend Detection — Automatic identification of critical patterns and inefficiencies.
  • Real-Time Performance Monitoring — Control SLA compliance, response times, FCR, and operational workflows.
  • Interactive Dashboards — Live visualization of metrics, workflows, and alerts.

Main technical specifications

Complete recording of voice interactions over VoIP, SIP, UCaaS, and hybrid networks. Supports encryption, retention policies, and audit trails in compliance with regulations.

Automatic transcription (ASR), semantic analysis (NLP), and dialogue clustering to identify issues, recurring behaviors, and strategic insights.

Real-time metrics for operators: productivity, adherence, efficiency, queue management, and response times. Supports WFM operations and team optimization.

Continuous monitoring of voice quality (MOS, jitter, packet loss), UCaaS flows, and enterprise communication services.

Accurate reconstruction of conversation flows and operational sessions. Supports regulatory compliance, internal audits, and security requirements.

SLA monitoring with dynamic thresholds, predictive alerts, and automatic verification of quality standards.

RESi informaticaOur experts will help you find the solution that best fits your business

Do you need support to accelerate your business through digitalization and automation? Get in touch with us and we will design the ideal solution together.

Telephone
Our location

+39 06.927101
Mon. – Fri. 10:00 | 18:00

S.S. Pontina km 44,044
04011 Aprilia LT – Italy

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segreteria@resi.it

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