Turn every customer call into actionable intelligence
Call Analytics AI transforms everyday conversations into insights on service quality, customer needs, emerging risks, team performance, and business opportunities.
Understand what happens across your calls, and what to do next.
Call Analytics AI analyses recordings, transcripts, and call data at scale, revealing the topics, outcomes, patterns, and customer signals that are difficult to uncover through manual call reviews alone.
See beyond individual conversations to understand what customers need, where journeys break down, and where your teams can improve.
Hear customers clearly
Identify recurring questions, emerging concerns, service friction, dissatisfaction, and potential churn signals.
Make quality assurance continuous
Evaluate more customer interactions using consistent measures, scorecards, and approved service standards.
Help your teams improve
Establish what elements are driving positive interactions, and how you can best apply learning around empathy, professionalism, understanding, and resolution.
Spot risks sooner
Bring possible compliance, process, and adherence issues to light, helping the right teams focus their reviews where they matter most.
Turn analytics into action
Use clear dashboards and reporting to track trends, monitor performance, and make better informed decisions across your operation.
Recordings in. Actionable intelligence out.
Call Analytics AI can securely process eligible recordings from your existing telephony or contact-centre environment.
Each conversation can be transcribed, summarised, categorised, and analysed to reveal customer intent, key topics, sentiment, outcomes, and performance trends. The result is a clearer view of your customers, your teams, and the conversations shaping your business.
CALL ANALYTICS AI Feature Matrix
Choose the license package that aligns with your operational priorities — from entry-level topic analysis to full sales, service, QA, and emotion intelligence.
| CALL ANALYTICS AI Features | Entry | Sales | Service | Sales + Servicepopular | Compliance + Risk | Emotion AI |
|---|---|---|---|---|---|---|
| Features | ||||||
| Media Player - Basic | - | - | ||||
| Topics / Categorisation | - | - | ||||
| Voice of Customer (NPS + CSAT) | - | - | ||||
| Call Summaries | - | - | ||||
| Call Sentiment | - | - | - | - | ||
| AI Scorecards at a Call Level | - | - | - | - | ||
| Agent Performance at a Call Level | - | - | - | - | ||
| Profanity Detection | - | - | - | - | ||
| Dashboards | ||||||
| Topics and Categories | - | - | ||||
| Reasons for Dissatisfaction | - | - | ||||
| Voice of Customer (NPS + CSAT) | - | - | ||||
| Sales Suite: Reasons for No Sale, Churn Risk, Sales Effectiveness, CX Sentiment | - | - | - | - | ||
| Service Suite: AI Quality Assurance (QA), CX KPIs | - | - | - | - | ||
| AI Models | ||||||
| Churn Risk | - | - | - | - | ||
| Issue Resolution | - | - | - | - | ||
| Repeat Call Detection | - | - | - | - | ||
| Professionalism | - | - | - | - | ||
| Empathy | - | - | - | - | ||
| Understanding | - | - | - | - | ||
| Add-ons (Optional) | ||||||
| AI Prediction Measures, Including Hardship, Repeat Call, Complaint | - | - | - | - | - | |
| Compliance Measures like ID&V, PCI-DSS Redaction | - | - | - | - | - | |
| Emotion Detection – Stress, Uneasiness, Confidence, Engagement | - | - | - | - | - | |
| Enhanced Emotion + Sentiment Dashboard | - | - | - | - | - | |
| Employee Heartbeat (if stereo call recording) | - | - | - | - | - | |
| Media Player – Advanced, with Emotion | - | - | - | - | - | |
Not sure which license tier suits your call volume or compliance scope?
Our voice intelligence specialists will review your telephony environment and tailor a package.
Improve your customer experience.
For contact centres, CX leaders, customer service teams, sales operations, quality teams, compliance functions, and business decision-makers.
Book Your Live Call Analytics Demo
See how Call Analytics AI transcribes, scores, and surfaces actionable intelligence across your recorded interactions.