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Conversation analytics

Turn recordings into transcripts, contact topics and agent assistance. Evaluate conversation quality against agreed criteria.

IMPLEMENTATION

Two ways to build.

The same business task. Infrastructure that fits your data policy, team and budget.

01 / ON-PREMISES

Own hardware

Deploy transcription, analysis and reporting inside your environment.

How we implement it

  1. Set up local STT and GPU servers
  2. Deploy text models for analysis
  3. Integrate with local call recording storage
Technology options
Local STT, speaker separation, a local text model, storage and BI; GPUs sized from benchmarks.
Data & dependencies
Audio and analysis remain local when the recording source and models are local too. Mask agreed fields and define deletion periods.
Budget components
Models, servers, sample annotation and BI integration; then GPUs, storage, quality evaluation and maintenance.
Operations & support
The support agreement assigns ownership of hardware, OS, applications, updates and incident response. Recovery is tested before launch.
Discuss this option ↗
02 / API PLATFORMS

International APIs

Connect a transcription service with analytics and the agent workspace.

How we implement it

  1. Set up Deepgram or Amazon Connect API
  2. Integrate with call recording source
  3. Configure analytical metrics and dashboards
Technology options
Deepgram transcription or Amazon Connect analytics where the required language is supported; storage, BI and custom agent-assist logic.
Data & dependencies
External services process audio and necessary metadata. Before launch we review each component’s region, subprocessors, retention and deletion settings.
Budget components
Recording and reporting integration; then transcription minutes, analysis, storage and selected feature licences.
Operations & support
The provider operates its platform; the project team maintains integrations, quotas and API changes within the agreed scope. Support coverage is defined by contract.
Discuss this option ↗

Technology choices are confirmed after an assessment. Platform names indicate implementation options, not partnership status. Calls to the public telephone network require a carrier in either model.

BEFORE LAUNCH

Agree what success looks like.

Our integration process ↗
  1. 01

    Compare transcripts with labelled samples, including Ukrainian speech.

  2. 02

    Review topics, summaries and false conclusions with human evaluators.

  3. 03

    Test data masking, access permissions and agent-assist latency.

Security and budget, together.

Compare ownership, external processing, resilience and total cost over 12 and 36 months.

Compare options ↗

Connect the next piece.

All services ↗

CRM & ERP integrations

Connect calls with CRM, ERP, document workflows and tasks, making conversation data and outcomes part of a controlled business process.

Own hardwareAPI

Web & app calling

Voice inside your website or mobile app: customer support, team calls and connections to the telephone network.

Own hardwareAPI

Speech & localization

Speech synthesis, transcription and audio localization, with models selected for your language, vocabulary and service requirements.

Own hardwareAPI