NetLumen InsightAI · Voice Analysis & QA
AI speech analytics and call quality monitoring
AI-powered call quality assurance and voice analytics platform. Automatically score calls, detect compliance violations, analyze customer sentiment, and coach agents at scale.
Overview
What is speech analytics for call centers?
Speech analytics — also called voice analytics or conversation intelligence — uses AI to listen to recorded or live calls and turn them into data: what was said, how the customer felt, and whether the agent followed the process.
NetLumen InsightAI is a call quality assurance and voice analytics platform. It scores calls automatically against custom scorecards, analyses customer sentiment, detects compliance violations, spots keywords, raises agent coaching alerts and reports on trends. It integrates with NetLumen DialX and CorePBX.
In plain terms: InsightAI is software that listens to your customer calls for you. It checks call quality, shows how agents are performing, and flags the calls that need attention.
Automated call scoring
Score calls against your own QA scorecards automatically instead of relying only on manual sampling.
Compliance monitoring
Compliance detection and keyword spotting flag calls that need review.
Understand customer sentiment
Sentiment analysis and trend reports show how customers feel and what is changing.
Coach agents faster
Coaching alerts point supervisors to the calls and behaviours that need attention.
Watch
See InsightAI in action
Key Features
Use Cases
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What InsightAI does, feature by feature
Automated Call Scoring
Automated call scoring evaluates recorded calls against your quality criteria without a reviewer listening to each one. For call centre QA, this means far more conversations can be assessed than a team manually sampling calls could manage.
Sentiment Analysis
Sentiment analysis estimates how the customer felt during a call, for example satisfied, neutral or frustrated, from the conversation itself. Managers can find unhappy callers and difficult interactions without waiting for a complaint or a survey response.
Compliance Detection
Compliance detection flags calls where an agent may have missed a required statement or said something your policies do not allow. Supervisors can go directly to the calls that need checking instead of hoping a random sample catches them.
Agent Coaching Alerts
Agent coaching alerts notify supervisors when an agent's calls show a pattern that needs attention. Feedback can be given while the calls are still recent, which makes coaching more specific and easier for the agent to act on.
Keyword Spotting
Keyword spotting searches conversations for the words and phrases you choose, such as product names, competitor mentions or cancellation requests. It is a practical form of speech analytics for finding the calls that matter in a large volume of recordings.
Trend Reports
Trend reports show how scores, sentiment and call topics are changing over time across teams and campaigns. Managers can tell whether quality is improving and spot recurring issues before they become established habits.
Custom Scorecards
Custom scorecards let you define the criteria that InsightAI uses when it scores calls. Each team or campaign can be measured against the standards that suit its work, instead of one generic checklist.
Integration with DialX & CorePBX
InsightAI connects with DialX and CorePBX, so calls handled on those NetLumen products can be passed across for analysis. Businesses already using either product can add call quality monitoring without setting up a separate recording workflow.
How it works
From setup to everyday use
- 1
Connect your call sources
Link InsightAI to the systems where your calls are handled, such as DialX or CorePBX, so recorded conversations are available for analysis.
- 2
Set scorecards and rules
Build custom scorecards for each team or campaign, and define the keywords and compliance checks InsightAI should look for in calls.
- 3
Analyse calls automatically
InsightAI scores calls, assesses sentiment and flags possible compliance issues in your recorded conversations. Supervisors receive coaching alerts for agents who need attention.
- 4
Review and coach
Use trend reports to see how quality is changing across teams. Share findings with agents and adjust scorecards as your standards develop.
Who it is for
Where teams use it
QA Automation
QA teams can usually listen to only a small sample of calls. InsightAI applies automated call scoring and custom scorecards across recorded conversations, so reviewers can spend their time on the calls that need human judgement.
Compliance Monitoring
Regulated and script-sensitive teams need to know when a call departs from policy. Compliance detection and keyword spotting flag the conversations that may contain a problem, giving supervisors a focused list to review.
Agent Training
New and experienced agents both improve with feedback based on their own calls. Agent coaching alerts and call scores show supervisors where each person needs help, and trend reports show whether the coaching is working.
Customer Insight
Customer calls contain direct feedback about products, pricing and service that rarely reaches decision makers. Sentiment analysis, keyword spotting and trend reports turn those conversations into a picture of what customers are raising.
FAQ
InsightAI: common questions
What is call quality monitoring software?
Call quality monitoring (call QA) software evaluates agent calls against a set of quality criteria. AI-based tools such as NetLumen InsightAI automate this with call scoring, sentiment analysis and compliance detection.
Can InsightAI detect compliance issues on calls?
Yes. InsightAI includes compliance detection and keyword spotting to flag calls that may breach your rules.
Can we use our own QA scorecards?
Yes. InsightAI supports custom scorecards for automated call scoring.
Does InsightAI work with our dialer and phone system?
InsightAI integrates with NetLumen DialX and NetLumen CorePBX. Contact us to discuss other systems.
Solutions built on InsightAI