Transform every customer conversation into actionable intelligence. 100% call coverage, objective AI scoring, and real-time escalation.
A real-time dashboard that gives you full visibility across every call, every agent, and every trend.
| Call ID | Date | Sentiment | CES | Theme | Language | Status |
|---|---|---|---|---|---|---|
| #1247 | 12 May 09:42 | 8.2 | 1.8 | Billing Enquiry | English | Analysed |
| #1246 | 12 May 09:38 | 5.1 | 3.4 | Service Complaint | English / Hindi | Escalated |
| #1245 | 12 May 09:31 | 7.6 | 2.1 | Account Access | English | Analysed |
| #1244 | 12 May 09:24 | 3.2 | 4.5 | Service Complaint | English | Critical |
Each call receives a sentiment score, customer effort rating, theme tags, language detection, and a 200–500 word business summary — all generated automatically.
Customer called regarding a disputed charge on their March statement. The agent was unable to locate the transaction initially, causing frustration. After escalation to a supervisor, the charge was identified as a duplicate payment. Customer expressed dissatisfaction with the time taken to resolve and requested a formal complaint be logged...
Manual QA samples a tiny fraction of conversations — leaving the rest unexamined and the real signals buried.
QA sampling misses 95%+ of calls — blind spots everywhere.
Evaluators disagree; trend data is unreliable.
Regional or mixed-language calls are skipped entirely.
Systemic issues hide across hundreds of calls.
Upload a call. Call Centre CX handles everything else — analysis, scoring, summary, escalation, and cross-call insight.
.wav or .mp3 via dashboard or API
Speech, context, tone, language
Sentiment 1–10, CES 1–5, themes
200–500 word business summary
Webhook on threshold breach
Cross-call AI insights & actions
Live KPIs, comprehensive per-call analysis, search & filter, and role-based team management.
Patterns that no individual review could surface. The AI Insights engine analyses hundreds of calls in parallel; the escalation system acts on the worst the moment they happen.
Stratified sample of up to 500 calls. 3–6 categorised findings per report covering sentiment, effort, process, training, and compliance.
Critical, High, Medium, Low — with affected-call percentage. One-click root cause analysis with prioritised actions ranked by effort and impact.
Configurable thresholds with webhook payloads. CRM routing, helpdesk tickets, Slack/Teams alerts. 3 retry attempts, every attempt logged.
Hardened controls, standards-based integration, and a transparent two-component pricing model.
We provision your organisation and admin credentials.
Set thresholds, webhook URLs, languages, and team roles.
API connect or upload manually via the dashboard.
Recordings analysed automatically. Insights delivered live.