Core Call Recording Analyzer: Turn Recorded Calls Into Transcripts, Scorecards, and Automation Plans.
Core Call Recording Analyzer processes recorded human or AI calls and converts them into searchable transcripts, summaries, structured outcomes, QA scorecards, compliance alerts, and coaching insights.
Its strongest capability is evidence-based analysis at full volume. Every call — not a sample — is scored against your rubrics, with transcript excerpts and timestamps backing every finding.
It also identifies which call types could move to an AI agent, scoring automation readiness and surfacing the integrations each workflow would need.
Start a conversationFrom recording to structured record
- Ingestion by upload, batch, API, file drop, FTP / SFTP, or import from call platforms — human-agent and AI-agent calls alike
- Calls associated with customers, agents, campaigns, or accounts; source metadata retained
- Speech-to-text with speaker diarization, speaker labels, and word / segment timestamps
- Multilingual transcription, transcript normalization, and searchable text aligned to the audio
- Executive and detailed summaries; call reason, customer intent, and agent actions
- Outcome classification — resolution status, disposition, follow-up, escalation, cancellation intent, complaints, sales opportunities, payment and appointment outcomes, custom taxonomies
Structured extraction
Names, account and case identifiers, dates, appointment and contact details, products discussed, payment amounts, promise-to-pay dates, complaint types, cancellation reasons, requested actions, commitments made by both sides, transfer details, follow-up dates, and custom business entities — mapped to JSON, SQL tables, API payloads, webhooks, CSV, or custom file layouts.
QA scorecards with receipts
- Configurable rubrics — different scorecards by client, department, campaign, or call type
- Weighted criteria, pass/fail rules, numeric and section-level scores, critical-failure rules
- Greeting, authentication, empathy, accuracy, call-control, resolution, and closing evaluation
- Compliance checkpoints and required-disclosure checks
- Every score backed by transcript excerpts and timestamps — with explanations of deductions
- Supervisor-review workflow support
Compliance and risk analysis
Required-script and disclosure verification, prohibited-language detection, PCI / HIPAA-related exposure detection, PII and PHI exposure, authentication failures, consent and recording-notification checks, legal-risk statements, threats, self-harm, fraud indicators, misrepresentation, promise tracking, and custom compliance policies — with critical red-flag alerts the moment they're found.
Core Call Recording Analyzer provides configurable detection, evidence, and review support. It should not be represented as independently guaranteeing legal compliance.
Find any call, coach any agent
Search & discovery
- Full-text transcript search
- By customer, agent, campaign, classification, outcome, or score
- By alert, date range, keyword, or detected entity
- Filter by transfer, payment, complaint, or escalation status
- Review every call matching a business condition
Coaching insights
- Agent strengths, weaknesses & recurring errors
- Missed disclosures and missed sales opportunities
- Call-control, clarity, empathy & resolution effectiveness
- Team-level trends and individual-agent trajectories
- Suggested coaching topics — tied to transcript evidence
Automation-readiness: the bridge to Core Voice
The differentiator: the analyzer studies your human call traffic and identifies which workflows could move to an AI agent. It detects repetitive and highly scripted calls, predictable question / response patterns, calls driven by structured data, and repeatable dispositions — then scores call types for automation suitability, highlights the exceptions that still need a human, surfaces the APIs, database access, and business rules automation would require, and recommends candidate workflows for Core Voice.
Alerts, integrations, and reporting
- Alerts by email, SMS, webhook, or database record — compliance, critical QA failures, high-risk calls, escalations, high-value leads, repeated performance issues, custom conditions
- Integrates with SQL Server, REST APIs, webhooks, CSV / JSON / flat files, FTP / SFTP
- Feeds CRMs, QA platforms, reporting tools, data warehouses, case-management systems, and Core Voice
- Call-level analysis, agent scorecards, team dashboards, campaign analysis
- Compliance summaries, risk trends, outcome distributions, call-reason and resolution / escalation rates
- Automation-opportunity reports, structured exports, audit-ready transcript evidence
Run it on last month's recordings.
Give us a sample of real calls — we'll show you the scorecards, the risks, and the automation candidates hiding in them.