Contact-centre intelligence
Call analysis gives each call a structured review. This use case is about what supervisors and leadership do with those reviews: see every call, act on flags quickly and coach from data.
The challenge
A contact centre can record every call but review only a small share. Supervisors learn about quality problems late, compliance flags can sit unnoticed in recordings, and coaching depends on whichever calls happened to be picked for review.
Leadership has an even harder time. Without a shared view of why customers call, how conversations end and where repeat problems appear across teams, decisions about staffing, training and process rest on anecdote and delayed reports.
What it does
Every call reviewed
Each recorded call is transcribed with speaker labels and analyzed for sentiment, intent and outcome, so review no longer depends on sampling a fraction of the calls.
Compliance flags to supervisors
Possible compliance, fraud, churn and customer-harm issues are flagged with a severity and a timestamp, and routed to a supervisor who confirms or dismisses each one.
Data-driven coaching
Agent scorecards cover tone, clarity, listening and talk ratio, with a coaching plan drawn from the call itself, so coaching conversations point to specific moments.
Supervisor review screen
Supervisors open a visual review with a call timeline, key quotes and recommendations, and can export it as a PDF to share in a coaching session.
Cross-call trends (option)
Reviews from many calls can be aggregated to show repeat issues and agent patterns. This is offered as an option built on the per-call reviews and scoped with each customer.
Leadership dashboard (option)
A leadership view of resolution, sentiment and flagged issues across the call estate can be built on top of the structured reviews, with drilldown to the call behind each figure.
How it works
Calls are collected
Recordings are delivered to the platform, for example over SFTP or by upload, and stored in the organisation's own storage account under its access rules.
Calls are analyzed
A speech service produces a timed, speaker-labelled transcript, and the configured AI agent returns a structured review for each call in a fixed format.
Supervisors act
Flagged calls reach supervisors, who check each flag against the quotes in the transcript, confirm or dismiss it and assign coaching or follow-up.
Leaders see patterns
Structured reviews can be combined into trend and performance views for leadership, as an option, with each figure traceable to the calls behind it.
Under the hood
- Ingestion and storage
- SFTP
- Cloud object storage
- Audio files (MP3, WAV, M4A)
- Speech and analysis
- Speech transcription
- Speaker diarisation
- Configurable AI agent
- Structured output
- JSON review schema
- REST API
- PDF export
- Supervisor and leadership views
- Web review screen
- Role-based permissions
- Dashboard layer (option)
Inside the harness
Observability
Every call produces a structured review, so quality, sentiment and flags can be seen across the operation instead of inferred from a sample.
Guardrails
Flags are raised against defined checks and sent to a supervisor, so a possible violation is reviewed by a person rather than left in a queue.
Policy
Role-based permissions decide who can run an analysis, open a transcript or see an agent's scorecard, matching how your teams are organised.
Audit
Analyses, flags and supervisor actions are recorded against the call they came from, giving quality and compliance teams a trail to inspect.
Business outcome
Coverage beyond the sample. Supervisors can look at every call that was analyzed, not only the few they had time to listen to, which changes what quality teams can know.
Faster attention to risk. Flagged calls reach a supervisor sooner, so compliance and customer-harm concerns are reviewed while the context is fresh instead of days later.
Coaching based on evidence. Feedback to agents cites specific moments and quotes from their own calls, which makes coaching conversations clearer and easier to follow up.
A shared picture for leadership. Leaders can ask why customers call and where problems repeat, and trace each answer back to real calls instead of relying on summaries.
Where it is used
- A quality team reviewing flagged calls each day instead of listening to a random sample.
- A compliance lead checking that required disclosures were made, with the transcript moment to prove it.
- A team lead preparing a one-to-one coaching session from an agent's own call reviews.
- An operations head looking for repeat issues across teams to decide where to change process or training.
Frequently asked questions
Is the analysis real time?
Each call is analyzed after it is recorded and transcribed, and the review is available to supervisors once that finishes. Faster, near-real-time ingestion is a design option that is scoped per deployment, not a fixed promise.
Does it replace supervisors?
No. It finds and organises what matters so supervisors review the right calls. Flags are suggestions that a person confirms or dismisses, and those actions are recorded.
Do the leadership dashboard and trend views come as standard?
The per-call review is the core product. Cross-call trends and a leadership dashboard are built on the structured reviews as options, and scope is agreed with each customer.
Which AI model does it use?
The analysis uses the AI agent your organisation configures. It is model agnostic, so you choose the provider or open-weight model that fits your policy.
See it on your own documents and data
Tell us what you want to automate and we will show you how it runs inside the harness.