Call Audit & Intelligence Platform - 2026 Pricing, Features, Reviews & Alternatives

The Call Audit and Intelligence Platform is an AI powered call quality assurance and conversation intelligence system designed for contact centres, business process outsourcing operations and customer service organisations. The platform automates call monitoring, scoring and agent coaching processes for quality assurance teams, call centre managers, supervisors and team leads. The system addresses the limitations of manual auditing by providing comprehensive conversation analysis across voice, video and chat channels and by enabling organisations to achieve complete call coverage.

The platform delivers automated quality assurance scoring that replaces manual scorecard evaluations with AI driven assessments that maintain consistency across customer interactions. The system auto transcribes and analyses all calls and provides evidence linked scoring that cites specific transcript moments supporting each evaluation. Conversation analytics track performance metrics including talk to listen ratios, dead air detection, script adherence monitoring, objection handling patterns and topic trend analysis. Sentiment and intent detection identifies frustrated customers, churn risk indicators, upsell opportunities and compliance breaches in real time. Compliance monitoring automatically flags violations related to PCI, HIPAA, TCPA and disclosure requirements and classifies risk by severity with red flags for critical violations, orange flags for policy risks and blue flags for customer intelligence opportunities.

A natural language query interface allows users to ask conversational questions about specific calls and receive instant answers grounded in transcript data, evaluation results, sentiment analysis and call metadata. The personalised coaching plan generator creates weekly development plans for individual agents based on actual call patterns, identifying improvement areas such as empathy, objection handling, compliance and closing techniques. Manager dashboards present prioritised coaching queues that indicate which agent requires attention, which behaviour needs correction, which call clip demonstrates the issue and which talking points should be addressed.

The system supports automatic PII redaction to detect and mask names, card numbers, email addresses, phone numbers and account identifiers before review. Organisations can configure custom retention policies to control how long call recordings and transcripts remain in the system, with timeframes ranging from seven to ninety days or other custom periods before permanent deletion. The platform supports over forty languages with automatic detection that routes each call to specialised models trained for native transcription and scoring accuracy. Integration capabilities include major contact centre as a service platforms such as Genesys, Five9, NICE CXone, Talkdesk and Amazon Connect, voice and telephony systems such as Twilio and Zoom, CRMs including Salesforce and HubSpot and service desk solutions such as Zendesk, Freshworks and ServiceNow. One click integration connects existing technology stacks without vendor lock in. Implementation typically occurs within two weeks and includes connecting CCaaS, dialer or meeting tools, importing existing scorecards or selecting industry templates and configuring the system for automatic scoring. Role based access controls, detailed audit logs and encryption of data in transit and at rest ensure security and privacy compliance. Call data remains isolated and is not used to train public AI models.