A business intelligence engine.
Vocametrics has grown from call analytics into a full business intelligence engine. All seven report types are live, every number carries its direction against the period before, and the Executive Digest ranks the biggest changes across all of them into a single page. The numbers are computed by the platform; the AI only writes the words. Each capability below carries its real availability.
Your business context, in one profile.
A unified per-customer business context makes analytics specific to your business rather than generic call-center metrics — one hub that drives everything downstream.
- Portfolio management
- A structured catalog of your products and services with descriptions, keywords, common issues, and competitor alternatives.
- Configurable business outcomes
- Outcome types defined in your own language — "Appointment Scheduled", "Quote Issued", "Claim Opened".
- Process definitions
- Call-handling workflows with steps, quality checks, and script elements the AI scores for compliance.
- CRM configuration
- Your own contact tags, case categories, case statuses, and priority levels.
- Industry templates
- Pre-built profiles for healthcare, retail, financial services, insurance, and more as a starting point.
- Smart initialization
- Let the Analytics Advisor analyze your historical calls and pre-populate the profile with suggested topics, outcomes, and business context.
Analytics tuned to your catalog.
With your Business Profile in place, every call is analyzed against your own products, outcomes, and processes — not a generic template.
- Product / service mention detection
- Identifies which of your portfolio items were discussed, the context — inquiry, complaint, purchase — and per-product sentiment. Unmatched mentions surface gaps in your catalog.
- Business outcome classification
- Classifies every call using your defined outcomes, not a generic list.
- Process compliance scoring
- Evaluates step completion, quality checks, and script adherence when one of your processes matches the call — a 0–100 compliance score with recommendations.
Contacts and cases, built in.
Built-in contact and case management driven by your Business Profile's CRM configuration — no separate system to wire up.
- Contacts
- Auto-linked from call phone numbers and tagged with your own labels.
- Cases
- Group related interactions — tickets, claims, vouchers — with automatic number generation.
- Customer journey view
- A timeline of all interactions per contact across calls.
- Smart linking
- AI extraction of case, ticket, and voucher numbers from transcription.
- Agent integration
- Agents can tag calls with contacts, products, and cases directly from their portal.
Seven reports, from metrics to narrative.
Seven pre-built report types, each combining hard metrics with AI-generated narrative insights. All seven are live today — with per-location breakdowns, inbound/outbound splits where they matter, and an honest data-coverage indicator on every run.
Customer Satisfaction
Sentiment trends, journey trajectories, turning points, and satisfaction by topic, product, and agent.
Agent Performance
Per-agent sentiment, resolution rate, customer effort, handle time, coaching insights, and compliance scores.
Product Intelligence
Mention frequency, product sentiment, common issues, emerging topics, churn signals, and portfolio gaps.
Operational Overview
Call volume, duration trends, disposition breakdown, queue and hold times, peak hours, and abandon rate.
Topic Trends
Topic frequency over time, emerging and declining topics, and topic-sentiment correlation.
Process Compliance
Compliance scores by process and agent, step-completion rates, script adherence, and training gaps.
Churn Risk
At-risk contacts with the evidence behind each signal: negative outcomes, declining or repeated negative sentiment, unresolved cases, and declining call frequency.
- Calendar-aligned periods — last week, last month, last quarter, or any custom range, in your own timezone
- Period-over-period comparison — every KPI on every report shows the prior value and the change, up or down, plus the locations or teams that moved the most
- Compare to the previous period, or to the same period last year once you have the history
Every report combines hard metrics — charts, KPIs, and drill-down tables — with AI-generated narrative that references your actual products, outcomes, and business vocabulary, delivered in your configured language. The numbers are computed by the platform; the AI only writes the words. It never invents a figure.
A report of reports.
For the person who does not have time for seven. Pick the reports that matter to you; the digest runs them over the same period, ranks the biggest changes across all of them, and writes one summary that leads with what moved.
- Pick your reports
- Choose the reports that matter to you — the digest runs them over the same period.
- Ranked by what moved
- It ranks the biggest changes across every report you picked, and leads the summary with them.
- Stability, said plainly
- When everything else held steady, the digest says so plainly.
- Every line is traceable
- Every line links back to the full report behind it.
Where the analytics go next.
The intelligence engine keeps growing. These capabilities are not available yet — shown here with their real status, not shipped claims.
Historical Reports, Scheduling & Distribution
In development / Roadmap- Historical reports — generate any report for a past period to build a trend series (in development)
- Configurable schedules — daily, weekly, or monthly automatic report generation (roadmap)
- PDF rendering and email distribution — the executive summary in the email, the full report attached (roadmap)
- Calendar view and targets — see which periods are covered; set targets per KPI and get breaches called out (roadmap)
Real-Time Agent Coaching
Future- Live coaching prompts delivered to agents during active calls
- Configurable coaching scopes — compliance reminders, upsell opportunities, de-escalation cues
- Help agents perform their best in the moment, on the call
From call data to decisions.
A business profile, analytics tuned to your catalog, built-in CRM, all seven reports live with period-over-period comparison, and an Executive Digest that ranks what moved across them — turning every conversation into intelligence you can act on. See it on your own calls.