Call intelligence for contact centers
Score every call, coach from the moments that matter, read emotion across the conversation, and recognize repeat callers, without enterprise lock-in.
Contact centers live or die by quality and consistency, but traditional QA reviews a tiny sample and coaching runs on gut feel. Meanwhile, repeat callers and rising frustration go unnoticed until they churn.
IdentityCall scores 100% of calls against your rubric with reasoning, rolls results into agent and team scorecards, reads emotion per dialogue segment, categorizes calls, and recognizes returning callers by voice, on transparent SMB and mid-market pricing.
What contact centers face
QA only sees a sample
Reviewing 1 to 2% of calls misses most coaching opportunities and compliance gaps.
Coaching is unfocused
Without per-call scores and the exact moments, managers coach broadly instead of precisely.
Churn signals slip by
Frustration shows in tone well before a survey or cancellation, but no one hears most calls.
How IdentityCall helps
Score 100% of calls
Automated QA against your own rubric, with reasoning shown, on every call rather than a sample.
Agent and team scorecards
Roll scores into per-agent and per-team views: averages, goals-met rate, and best and worst calls to focus coaching.
Emotion and categorization
Per-segment emotion shows where calls went sideways, and auto-categorization groups calls by reason for root-cause analysis.
Recognize repeat callers
Speaker recognition identifies returning callers across numbers, so agents see history and supervisors get repeat-caller alerts.
What you get
QA coverage on 100% of calls, not a sample- Focused coaching tied to specific calls and moments
- Emotion and category signals for root-cause analysis
- Repeat-caller recognition across numbers
- Consistent scoring that scales with volume
- Transparent pricing without enterprise lock-in
Frequently asked questions
How is this different from enterprise QA suites?
IdentityCall delivers automated QA on 100% of calls plus voice biometrics and compliance detection, on published pricing and self-serve, rather than through an enterprise contract. It suits SMB and mid-market contact centers especially well.
Does it do real-time agent assist?
IdentityCall focuses on post-call scoring, categorization, emotion, and identity. Live agent assist is on the roadmap; if real-time whisper coaching is your top priority today, weigh that in your decision.
Can supervisors get repeat-caller alerts?
Yes. Speaker recognition identifies returning callers and can alert supervisors when the same person calls repeatedly.
How fast can we start?
You can upload recordings or use IdentityCall’s own numbers, and retro-score historical calls to get a baseline immediately.
Related
Put every contact-center call under one rubric
See how IdentityCall scores 100% of calls and recognizes repeat callers.
