Cognitive platform streamlines operational efficiency in telecom call centers, suggesting improved insights from voice data.
The telecommunications sector faces rising operational complexity and rapidly growing customer interaction volumes. At TurkNet, call centers now handle over 35,000 calls per day, exceeding the capacity of conventional analytics tools to extract meaningful insights from large-scale voice data. This study presents Harmony, a cognitive data and voice platform tailored to telecom call center operations. Harmony integrates large-scale call organization, high-accuracy ASR transcription, semantic analysis of customer and agent speech, and automated, data-driven evaluation workflows. The platform streamlines post-call assessment, strengthens quality assurance, and enhances operational efficiency. This paper summarizes Harmony’s architecture and methodology and demonstrates its scalability through representative use cases.
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Sarsıl et al. (2026) studied this question.
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