Nobody has time to listen to two hundred calls a week. AI transcribes them, grades them against your criteria, and surfaces the ones that deserve your attention.
You define analysis profiles matching your call types — reception, quote, follow-up, renewal — and the criteria each call is judged on. The AI grades every criterion and backs each grade with what was actually said.
Beyond the grade, each call is summarised and tagged: reason for the call, customer sentiment, appointment offered or booked, and above all missed opportunity. That last one carries the most value — the call where the customer was ready to buy and nobody offered the next step. Those calls surface in seconds, instead of staying buried in hours of recordings nobody will ever open.
Analysing every call from every agent would cost a lot for little added value. Analysis is therefore targeted: by queue, by agent, by call direction, by minimum duration, or on a sample. You can follow a new hire closely while analysing one call in ten for an experienced team. Billing follows actual usage.
Only the ones you target. Analysis is limited to the queues, agents, directions and durations you choose, and can cover a sample only. This keeps the cost proportional to the value obtained.
On the criteria you define in an analysis profile — for example the opening, needs discovery, pitch, contact capture and appointment offer. Each grade comes with a justification drawn from the conversation.
No, and recording of internal calls can be disabled at the 3CX level so that a manager cannot replay private conversations between colleagues.
Retention is configurable per customer, with automatic purging beyond the chosen period, and targeted erasure of a single call or contact remains available on request.
Open the live demonstration — real functionality, fictional data, no signup. Or talk to an expert who will show you what it would look like on your 3CX.