Your call center
is lying to you.
Manual QA samples 1-5% of calls. Supervisors score what they hear. Dashboards show green. Meanwhile, revenue bleeds through the 95% nobody listens to.
100%
audit coverage
59.2%
hidden non-compliance
82.7%
missed upselling found
Choose your industry
What does your call center handle?
Every example on this page adapts to your industry.
Or scroll down to see examples from all industries combined
The problem
1-5% sampling.
95% invisible.
Your QA team listens to a handful of calls and extrapolates. Dashboards show green. Agents know which calls get audited. The violations you never knew existed compound silently until they become lawsuits, churn, or revenue collapse.
5%
of calls audited by manual QA
The rest? Nobody knows.
46%
resolve gap hidden by sampling bias
Agents respond. They don't resolve.
82.7%
upselling opportunities missed
Revenue left on every single call.
Manual QA — 5% sample
5 audited. 95 invisible.
SmartVOC — 100% coverage
Every call. Every second. Every agent.
Full-spectrum analysis
Six layers deep.
Every single call.
Transcription + normalization
Every call, chat, and email transcribed, cleaned, and structured.
Intent & sentiment detection
Classify by customer intent, emotional state, and satisfaction.
Acoustic signal analysis
Speech rate, decibels, vocal stress — beyond transcripts.
Compliance scoring
Field-level green/red per rule, traceable to exact second.
Conversion tracking
Real rates across every agent, queue, and time window.
5%
QA reported
0.5%
Actual
Missed upselling detection
Identify every commercial moment agents miss.
Methodology
Operational frameworks
that move revenue.
SmartVOC is not a dashboard. It's an operational methodology built on frameworks we developed auditing thousands of real conversations.
A call is "responded" if the question is answered. It's only "resolved" if the agent executed a verifiable, auditable action in the backend system. The gap between these two is where revenue bleeds.
Responded
Question answered verbally
Not Resolved
No backend action taken
Real results
What SmartVOC uncovered
Every case started with a POC of 50-300+ calls. Every finding was invisible to manual QA. Click to explore the data.
VOC Copilot
Ask your data
anything.
Conversational AI for executives to query operational data in natural language. No SQL. No dashboards. Just answers — via WhatsApp or web.
Why did sales drop yesterday?
Sales dropped 23% vs Monday avg. Root cause: 3 agents absent in the afternoon shift. Queue overflow rate hit 41%.
Which agents performed best this week?
Top 3 by resolution: Maria (94%), Carlos (89%), Ana (87%). Maria's upsell rate is 3x team average.
Show me compliance violations for insurance team
47 violations across 312 calls (15.1%). Rule 8.7 accounts for 68.9% — legal disclaimer timing.
Available via WhatsApp or web. Real-time answers from your conversation data.
Playbook generation
Extract what works. Replicate it.
Analyze top vs bottom
Compare high-performing agents against low performers across conversion, compliance, sentiment, resolution. The delta reveals what matters.
Top 10%
Bottom 10%
Extract golden patterns
Identify the exact phrases, sequences, and techniques top agents use. Not generic best practices — data-backed patterns from your conversations.
Generate micro-scripts
Automatic coaching loops that replicate best practices across the entire team. Continuous feedback, not quarterly reviews.
Micro-script: Guarantee Refund
“I understand your frustration with the refund process. Let me process this right now while we're on the line...”
SmartUp Portfolio
Every insight.
One platform.
SmartVOC feeds directly into the SmartUp Portfolio — a multi-tenant intelligence platform where executives access copilot analytics, quality dashboards, and transcription browsers. Each client gets isolated data, branding, and analyst AI powered by Claude on Bedrock.
Analyst Copilot
Natural language queries against all conversation data
Executive Summary
Auto-generated KPIs, trends, anomalies — daily
Quality Dashboard
Agent scores, compliance rates, field-level audit trails
Transcriptions
Full conversation browser with search, filters, sentiment
Why did bookings drop at Hertz last week?
4,231
Calls analyzed
67.2%
Avg compliance
12.4%
Conversion rate
Top agents — this week
Audit 50 calls.
See what your QA
is missing.
POCs start with 50-300+ calls and deliver an executive digest of root causes, revenue leaks, and compliance violations in weeks.