Conversation Intelligence makes the phones observable. Where interactions once vanished into memory, every exchange is now recorded, transcribed, and scored—so quality and outcomes are measurable at scale.

What it does

Recordings come with a click-to-seek player, and full transcripts render turn by turn—populating live during the conversation and finalized the moment it ends. An end-of-exchange analysis produces an executive summary, sentiment, and an outcome score, and extracts the structured details that matter into the contact record.

How it works

Each interaction is normalized into one clean data model regardless of voice provider, then enriched by the analysis layer. Conversation state is self-healing—an exchange can never be left stranded in an ambiguous status if a provider drops an event—so the record you review is always complete.

Capabilities at a glance

• Recordings with a click-to-seek player

• Verbatim, turn-by-turn transcripts, live and finalized

• Executive summaries, sentiment, and outcome scoring

• Structured details extracted straight into the record

• Self-healing state that never leaves a conversation stranded

• Searchable history across every interaction

Built for automotive

Coach a new BDC rep with real examples, settle a customer dispute with the actual exchange, and confirm that every promise made on the phone is captured and honored.

Handled responsibly

Recording and retention respect consent and your policies, and access sits within role-based, tenant-isolated controls.

What leadership sees

Quality, sentiment, and outcomes become measurable across the whole team—so coaching is grounded in evidence, not anecdote.

"You can't improve what you can't hear—this module makes every conversation reviewable."