Phase 1: Analytical Intelligence

Measure Business Quality

Analyze 100% of customer interactions to expose operational gaps and revenue leaks.

Repeat calls −15%

FCR +5%

QA coverage 100%

“AI analytics gives us one source of truth for CX quality and service standards.”

Nino Chaduneli

CX Lead · Caucasus Auto

From Raw Audio to ROI in 4 Weeks

Instant Calibration

Forget months of workshops. We ingest your past interactions to automatically detect your specific products, intent, and sentiment. We know your business before day one.

Signal in the Noise

We separate agent vs. customer streams across 105+ languages (native Georgian supported). We don't just transcribe; we quantify silence, interruption, and emotional shifts.

Revenue Radar

We pinpoint exactly where you lose money. Example: "Compliance scripts are adding 40 seconds to average handle time."

REAL-WORLD RESULTS

Example: Turning Discovery Calls into Closed Wins

Discovery to Next Mtg

60% 47%

+13pp

Win Rate

28% 21%

+7pp

Sales Cycle

45 Days 54 Days

-17%

The Business Question

Which sales rep behaviors and process steps during calls actually move opportunities to "Closed-Won"?

Key Findings at a Glance

Setting a clear next step on the call lifts stage conversion by +18%.
A mutual action plan shortens the sales cycle by 17%.
Sending a recap email within 2 hours boosts the final win rate by +7%.

What We Measure (And Why It Matters)

Operational Efficiency

Silence Ratio (>3s)Detected

Interruption RateHigh

Impact: Reduces handle time without rushing the customer by isolating true "Talk Time" from "Process Silence".

Sentiment & Empathy

Sentiment Delta+15%

Empathy MarkersValidated

Impact: Directly correlates with CSAT and NPS by tracking validation phrases against distress markers.

Friction & Compliance

Repetition LoopsLow

PII Redaction100%

Impact: Mitigates regulatory risk and reduces customer effort via regex algorithms and fuzzy logic.

Your Personal Data Scientist. No SQL Required.

Ask your data complex questions in your language and get instant, evidence-backed answers.

CALEN Analytical Agent

"Show me why our churn rate increased for TikTok users this week."

Found 142 interactions matching "TikTok" + "Cancel Intent".

Root Cause: 45% of users referenced "Delayed Dispatch SMS".
Recommendation: Fix SMS gateway latency before scaling ad spend.

Works With Your Stack

SIP/VoIP Integration

Messaging apps / Social Media

Salesforce

HubSpot

Zendesk

SQL/NoSQL Exports

Security You Can Sign Off

Encryption

Data encrypted in transit and at rest.

Access Control

RBAC and Least-privilege access principles.

Redaction

Automated PII/PCI redaction ensures compliance.

Live sample report

AI analytics report preview

Answer a few questions and preview a realistic, executive-ready report. This is a mocked demo with no data upload required.

Industry Analytics

Company Call Center Report

Report period: Last 30 days

Sample

Executive KPIs — the few numbers leaders check weekly

FCR Lift +5.2pp

Repeat calls reduced by targeted coaching.

Greeting Compliance 94%

Opening script adherence with evidence timestamps.

QA Coverage 100%

All calls scored with evidence snippets.

Risk Exposure $42k

Compliance risk reduced by disclosure tracking.

Operational Alerts — exceptions you should act on now

Critical

Escalations spiked in Billing disputes

+18% week-over-week. Root causes tied to delayed dispatch confirmations.

Watch

First-minute friction above benchmark

Hold time exceeds baseline by 22 seconds for new customers.

Deep-Dive Components — where the root cause is proven

Drivers

Top Friction Drivers

Billing dispute

Delivery delays

Incorrect routing

Sentiment

Sentiment Finish Mix

62% 23% 15%

Negative finishes spike after escalation phrases.
Agent empathy markers raise close rates.

Quality

QA Scorecard

Disclosure

Empathy

Resolution

Summary

Root Cause Summary

Top driver Dispatch delay

Repeat-call trigger Missing SMS updates

Fastest fix Script + routing change

First Minute

First-Minute Friction

Script confusion 34%

Hold in first 60s 26%

Caller repeats info 18%

Mechanics

Conversation Mechanics

Silence ratio 11.4%

Overlap count 1.9

Talk ratio 63/37

Agents

Agent Scorecard (Top 3)

Nino K. Team Alpha

QA92%

CSAT4.7

FCR78%

Mate G. Team Delta

QA89%

CSAT4.5

FCR74%

Lia K. Team Beta

QA87%

CSAT4.4

FCR71%

Flow

Call Flow Visual

Entry 100%

Resolved 68%

Escalated 22%

Repeat 10%

Largest drop-off happens post-authentication in the first 90 seconds.

Operational Backlog — what teams are fixing this week

Coaching

Coaching Queue

Open 42

Overdue 8

New this week 15

Team Alpha: Disclosure compliance
Agent N. K.: Escalation phrasing

VOC

VOC Backlog

VOC-014 Dispatch SMS delay In Progress

VOC-019 Refund timing confusion New

VOC-021 Appointment reschedule loop Escalated

Recommended Actions — highest‑impact next steps

Transparent Usage-Based Pricing

Scale your AI operations with confidence. Pay only for the volume you process, with discounts built in.

MONTHLY MINUTES STEP: 100k

100,000 min

Move slider to estimate monthly cost.

Estimated Monthly Cost

$1,080.00

Effective Rate: $0.0108 / min

Need more than 1,000,000 units?

No Hidden Fees

Pricing includes ingestion, transcription, analysis, and dashboard reporting. No surprise add-ons.

Volume Discounts

As your volume grows, your cost per unit decreases automatically. See the effective rate above.

Rollover Credits

Unused minutes in your committed tier roll over for 30 days, giving you flexibility during seasonal dips.

ROI Calculator

Estimate the savings from replacing manual QA with disciplined AI analysis.

Operational Baseline

Plug in your current workload and staffing to model savings.

Monthly Call Volume Avg. Cost Per Call

Current FCR Rate

Manual QA Cost

Number of QA Analysts Hourly Wage of Analyst

Risk Exposure

Annual Compliance Fines

Potential Monthly Savings

$19,467

Potential Annual Savings

$233,600

Savings Breakdown (Monthly)

QA Efficiency $12,800

Reduced Repeats $5,000

Risk Avoidance $1,667

Assumptions: 80% QA cost reduction, +5% FCR lift, and full annual risk avoidance.

Monthly Minutes	Total Price	Effective Cost / Min
100,000	$1,080.00	$0.0108 / min
200,000	$2,052.00	$0.0103 / min
300,000	$3,013.20	$0.0100 / min
400,000	$3,974.40	$0.0099 / min
500,000	$4,914.00	$0.0098 / min
600,000	$5,832.00	$0.0097 / min
700,000	$6,728.40	$0.0096 / min
800,000	$7,603.20	$0.0095 / min
900,000	$8,456.40	$0.0094 / min
1,000,000	$9,288.00	$0.0093 / min

FAQs

What improves first?

Typically, Operational Efficiency. By identifying "Silence" and "Hold" anomalies, clients often see AHT stabilize within the first month. Following that, FCR improves as we identify the root causes of repeat contacts.

Is Georgian language supported?

Yes. Our system supports Georgian (and 105+ other languages) with high accuracy for both transcription and sentiment analysis, ensuring local nuances are captured.

What data do you need?

We simply need access to your call recordings or chat logs. For the initial calibration, we ingest 1,000 past interactions to auto-configure the system to your business context.

Is there a setup fee?

Yes, there is a one-time implementation fee (typically $3-$4k depending on complexity) to configure your custom intent models.

How accurate is the analysis?

Our multimodal analysis evaluates both linguistics (words) and acoustics (tone/pitch), providing a sentiment accuracy that outperforms text-only analysis. Script compliance uses fuzzy logic to detect intent even when scripts vary slightly.

How is data secured?

All data is encrypted in transit and at rest. We utilize automated PII redaction to block sensitive information (credit cards, IDs) before it enters the analytics database.

What happens after 1M minutes?

For volumes over 1 million minutes, we offer custom Enterprise agreements with further discounted rates and dedicated support.

Stop Guessing. Start Measuring.

See your data clearly for the first time. Book your consultation today.