Spot missed sales opportunities, customer frustration and quality gaps. Go straight to the conversation that explains them.
Explore call analysis, training and team progress using the tabs above.
The customer asked for a delivery date. Confirm the deadline before moving to product details.
Find calls where a customer expresses a buying need but no proposal or commercial next step is agreed. Review the conversation, qualify the opportunity and use it to prepare follow-up and coach the agent.
Read a timestamped summary and step-by-step breakdown, search the transcript and jump to the relevant audio. See previous calls from the same customer alongside the conversation.
Filter by quality, team, topic, call direction and duration. Focus on frustrated customers, missed opportunities or upsell. Search across transcripts to locate a specific word or phrase.
Smart lists let you describe the calls you want in natural language: a competitor mentioned, a rejected offer or an unresolved issue. Organize calls into lists to review and archive.
Define weighted criteria and rules by department and call direction. Combine scores out of 10, yes/no answers, categories and text fields, with conditions for when each criterion applies.
Insights brings together quality trends, strengths, weaknesses and recurring frustration. An AI-generated action plan proposes priorities and recommended actions for managers to review.
Comment on a call, attach examples to a debrief and set a concrete objective. Daily email digests give agents a selection of their calls, with summaries and evaluations to review.
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