Call Score

Generate quality scores for multi-party calls that go beyond mere numbers on the criteria of your choice and are contextual to the conversation stage and business process.

Overview

Evaluate call quality without listening through the recording

Get immediate call scores for a specific call or a group of calls. See the reasoning behind the numbers used for evaluation and related summary and coaching recommendation.

Create your own criteria

Build your own evaluation criteria to use as per a specific industry or define your own criteria for your business process.

Related Call Scores to Sentiments

Identify how the sentiment of the call participants has progressed over the duration of the call to better qualify the outcome and see how it influences call scores.

Get targeted feedback for your calls

Identify specific areas where call quality dropped and people lacked performance such as customer experience, problem-solving, and others and get recommendations on corrective steps.

Powerful

Contextually analyze call quality and sentiments in calls to compare the performance of regional sales or product teams and identify the best strategies for driving outcome such as customer engagement or revenue growth.

Optimized for conversations

Generate call scores and related descriptions using a proprietary large language model (LLM) that is purpose built for understanding spoken language enables you to evaluate call quality with high accuracy while considering sentiment, tone, and pace.

Private

Unlike many other AI models or solutions, integrate and deploy the entire solution and underlying LLM model and embeddings in your cloud to ensure the call evaluation data doesn’t leave your system, ensuring data privacy.

Solutions

Sales

Analyze calls with specific sales methodology to validate messaging, sales process and driving coaching for agents, increasing conversion rates.

Customer service

Extract past call scores for an agent or with a specific customer to identify how interactions have evolved over time and take corrective steps to ensure quality assurance and boost customer experience.