Surveys miss the story
Only 10-15% of customers complete post-call surveys. The ones most likely to churn? They stopped giving feedback long ago. Your metrics show silence, not satisfaction.
Your customers tell you they’re leaving. Are you listening?
Churn doesn’t happen suddenly - it builds across frustrated calls, repeated complaints, and escalations your team missed. IdentityCall detects these warning signs at scale, so you can intervene before customers cancel.
Detect churn signals 40+ days before cancellation
The problem
Churn hides in plain sight
Your CSAT looks fine. Your NPS is stable. But customers are leaving - and the warning signs were in conversations you never analyzed.
Frustration compounds invisibly
A customer’s third call this month is more frustrating than their first - but your agents don’t know it’s their third call. Each interaction resets to zero.
Patterns emerge too late
You discover a billing issue caused 200 cancellations last quarter. But you found out from churn reports, not from the 600 frustrated calls that preceded them.
Emotion detection at scale
Catch frustration before it becomes cancellation
Emotion detection analyzes every support call for frustration, confusion, and resignation - the acoustic signals that predict churn. Surface at-risk customers automatically, not through random sampling or survey luck.
Auto-categorization for root cause analysis
See why customers are frustrated, not just that they are
Every call is automatically categorized: billing issues, technical problems, product complaints, shipping delays. Cross-reference with emotion data to find which issues drive the most frustration - and the most churn.
Returning caller recognition
Know it’s their third call this week
Speaker recognition identifies returning customers the moment they speak - regardless of which phone they call from. Agents see full history instantly. Supervisors get alerts when the same customer calls repeatedly.
Automatically categorize support calls by type - billing, technical, complaint - with AI confidence scores
Results support leaders measure
IdentityCall turns support conversations into churn intelligence - so you protect revenue, not just measure satisfaction.
At-risk detection
Catch customers showing churn signals before they cancel
85% identified
Early warning
Detect churn risk before it shows in retention reports
40+ days earlier
Escalation reduction
Fix root causes surfaced by emotion + category analysis
30% fewer
Repeat caller visibility
Know every customer’s full history across all interactions
100% recognized
Surveys tell you what. Voice tells you why.
CSAT and NPS measure outcomes - but they can’t tell you why a score dropped or which interactions drove it. Voice analysis adds the depth your surveys miss.
Surveys alone
Surveys + voice intelligence
CSAT dropped 5 points this month
CSAT dropped because billing confusion calls spiked - and those calls show 3x normal frustration
NPS detractors increased
Detractors are customers who called 3+ times without resolution
10% response rate
100% of calls analyzed - including the 90% who never respond
Feedback arrives days later
Frustration detected in real-time during the call
From calls to churn intelligence in days
1
Connect
Integrate with your contact center platform or CRM. Works with Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, and more.
2
Analyze
Every call is transcribed, categorized, and scored for emotional signals. No manual tagging, no sampling - complete coverage.
3
Act
Surface at-risk customers automatically. Route alerts to retention teams. Fix root causes before they drive churn.
Stop discovering churn. Start preventing it.
Start your free 14‑day trial - no credit card required.
