Most businesses handle hundreds or thousands of phone calls every month and have almost no idea what is actually happening in them. Which calls are converting and which ones are not. Which agents are handling customers well and which ones need coaching. Which compliance phrases are being missed. How long customers are waiting. How often calls go unanswered. All of that information exists in your call data. It just never gets looked at.
Telphi deploys call analytics software for businesses across the US, UK, and Canada. We set up call reporting platforms and analytics dashboards that give your managers a real-time picture of every call your business makes and receives. Call quality monitoring, speech analytics, agent performance tracking, compliance reporting, and custom dashboards that show the data that actually matters to your specific business. Our clients improve first call resolution rates by 35% on average within the first 90 days of deployment.
Integrates with your existing tools: Salesforce, HubSpot, Microsoft Dynamics, Zendesk, Power BI, Tableau, Slack, and ServiceNow.
Call analytics software records, transcribes, and analyses your business phone calls automatically. It turns the conversations happening across your phone system every day into structured data that managers and teams can actually use to make better decisions.
Without call analytics, you know how many calls came in and how long they lasted. That is about it. With call analytics software properly deployed, you know which calls converted to a sale and which ones did not and why. You know which agents are handling objections well and which ones are struggling with the same question every day. You know which compliance phrases are being said correctly and which ones are being skipped. You know what customers call about most often, what problems come up repeatedly, and where your processes are causing unnecessary repeat calls.
For contact center teams, call analytics replaces the manual process of a supervisor sitting in and listening to calls with an automated system that scores every single call against the same criteria. Nothing gets missed because a manager was busy. No agent gets coaching based on the one call their supervisor happened to listen to rather than the 200 calls they made that week.
For sales teams, call analytics shows which conversation patterns lead to closed deals and which ones do not. That information can be turned into training material that improves the whole team rather than remaining locked in the head of one top performer.
Telphi does not sell a single off-the-shelf analytics platform. We are vendor neutral. We assess your call volumes, your use case, your existing tech stack, and your compliance requirements, then deploy and configure the right call analytics software for your specific situation.
A properly deployed call analytics platform gives you visibility across every dimension of your business phone activity. Here is what Telphi builds into every deployment.
Your call quality gets monitored automatically on every call. The system tracks latency, jitter, packet loss, MOS scores, and connection quality in real time. When call quality drops below your defined threshold, alerts go to the right people immediately rather than after a customer has already complained. For businesses where call quality directly affects customer satisfaction or compliance, this real-time visibility means problems get fixed before they become patterns.
Every call gets automatically transcribed with 99% accuracy. The transcription gets analysed for keywords, phrases, topics, and conversation patterns. You can search across thousands of call recordings in seconds by keyword or topic rather than manually listening to recordings one by one. For compliance teams, this means every required phrase can be automatically verified across 100% of calls rather than a manual sample. For sales teams, it means successful call patterns can be identified and replicated.
The call analytics platform analyses the tone and language of every conversation and scores customer sentiment in real time. Managers can see at a glance which calls are going badly while they are still happening rather than finding out from a complaint afterwards. Agents handling frustrated customers can be supported immediately. Patterns in when and why customers become frustrated can be identified and addressed at a process level rather than just on a call by call basis.
Every agent gets an automatic performance score on every call based on the criteria you define. Talk time, handle time, silence periods, use of required phrases, customer sentiment outcomes, and resolution rates. Managers see which agents are consistently performing well, which ones need coaching on specific issues, and what training is having the most impact on performance.
For regulated industries, call analytics software automatically monitors every call for compliance. Financial services firms need specific disclosures said on every call. Healthcare providers need HIPAA handling procedures followed correctly. Legal practices need client privilege protocols maintained. The system flags non-compliant calls immediately, generates compliance reports for audit purposes, and tracks compliance rates over time.
Your call analytics data gets presented in dashboards built around what your business actually needs to see. Executive dashboards showing overall call volume, quality, and satisfaction trends. Operational dashboards showing queue lengths, agent availability, and real-time performance. Compliance dashboards showing violation rates and audit readiness. Custom reports scheduled to land in the right inboxes at the right times.
Your call analytics platform tracks detailed usage and cost data across every part of your phone system. Which teams are making the most calls, where your phone costs are highest, which numbers are getting the most inbound traffic, and where call volumes are trending over time. For businesses looking to reduce VoIP costs or justify communication investments, this data provides the evidence needed to make informed decisions.
We handle everything from the initial assessment through to go-live and ongoing optimisation. Here is exactly how the process works.
We start by understanding what questions you need your call data to answer. We audit your current phone system, your existing reporting setup, your call volumes, your compliance requirements, and the specific performance problems your business is trying to solve. At the end of this step you get a written assessment, a technology recommendation with platform comparison, a KPI framework, and an implementation roadmap.
Great for:
Operations directors, contact center managers, and IT leaders who need to build a business case for a call analytics investment before committing to a platform.
We design and configure the call analytics platform specifically for your business. Dashboard layouts, KPI definitions, alert thresholds, compliance monitoring rules, speech analytics keyword sets, sentiment analysis calibration, and integration specifications for your CRM and business tools. Everything gets designed and reviewed before deployment begins.
Great for:
Businesses that want a call analytics setup designed around their specific metrics and compliance requirements rather than default out-of-the-box configuration.
We deploy the call analytics platform and connect it to your phone system, CRM, and business tools. We configure all monitoring rules, build your custom dashboards, set up automated reports, and run a full testing cycle to verify that every metric is recording correctly before your team starts using the data. Staff training is included.
Great for:
Businesses that need a managed deployment with full training and zero gap between go-live and productive use of the analytics data.
After deployment, we review performance monthly, refine the analytics models based on real data, update compliance monitoring rules as regulations change, build new reports as your business evolves, and advise on how to act on the insights the platform is generating.
Great for:
Businesses that want a long term analytics partner who helps them turn data into decisions, not just a platform that generates reports nobody acts on.
Most call center and sales managers make coaching and staffing decisions based on a small sample of calls they happened to listen to or issues that were escalated to them. Call analytics replaces that with data from every single call. Coaching decisions get based on evidence. Staffing changes get justified with volume data. Process improvements get measured against actual before and after call outcomes rather than assumptions.
Manually reviewing call recordings for compliance is expensive, slow, and incomplete. Call analytics software monitors 100% of calls automatically, flags violations immediately, and generates audit-ready reports without any manual effort. For financial services, healthcare, and legal businesses where compliance is non-negotiable, this changes compliance from a cost centre into a standard operating process.
When speech analytics can identify exactly which part of a call an agent struggles with, training becomes precise. Instead of generic coaching sessions, managers can target the specific skill gap showing up consistently in the data for each individual agent. New agents improve faster because their development is based on real call data from their first week.
Sentiment analysis on every call captures how every customer actually felt during every interaction, continuously and automatically. That data shows trends in customer satisfaction before they show up in survey results or complaint volumes, giving your team time to address problems while they are still manageable.
Every industry uses call analytics software differently. The metrics that matter most, the compliance rules that need monitoring, and the conversation patterns that drive results vary significantly by sector. Telphi has deployed call analytics platforms across all of the following sectors with the specific configuration each one requires.
PCI DSS compliant call monitoring, fraud detection flagging, regulatory disclosure verification, customer verification logging, and audit trail generation for every call.
Learn moreHIPAA compliant call recording and transcription, patient communication monitoring, consent verification, clinical staff performance tracking, and compliance reporting for audits.
Learn moreAttorney-client privilege monitoring, client intake call analysis, matter-based call reporting, compliance phrase verification, and case outcome correlation.
Learn moreAgent performance scoring across 100% of calls, first call resolution tracking, sentiment trending, queue analytics, and workforce management integration.
Learn moreOrder call tracking, returns call analysis, customer satisfaction trending, seasonal volume reporting, and CRM integration for customer journey analytics.
Learn moreLead call tracking, agent performance analytics, enquiry to viewing conversion analysis, and CRM integration with property management systems.
Learn moreStudent and parent call tracking, enquiry analysis, enrolment call performance, and institutional reporting for communication quality.
Learn more"Call analytics revealed that 30% of our support calls were preventable. We reduced total call volume while improving CSAT from 3.2 to 4.7. The compliance monitoring alone justified the entire investment."
"HIPAA compliant analytics helped us improve patient satisfaction by 40% while maintaining perfect compliance scores across all 12 of our locations."
"Predictive analytics identified high-risk customers before they churned. We improved retention by 25% in the first quarter and we now have data that drives every conversation our team has about customer risk."
Every business has different KPIs that matter most. Telphi configures your call analytics dashboards around the metrics specific to your operation. Here are the most commonly tracked metrics across the businesses we work with.
Total time from call start to full resolution including after-call work.
Percentage of issues resolved on first contact without callback.
Percentage of callers who hang up before reaching an agent. Anything above 5% indicates a staffing or queuing problem.
Continuous NPS signal generated from sentiment analysis on every call, not periodic surveys.
Percentage of calls where all required disclosures and procedures were followed correctly. Below 100% represents regulatory exposure.
Composite score per agent updated automatically on every call based on your defined criteria.
Total communication cost divided by call volume tracked over time to measure impact of process improvements.
Every call analytics platform Telphi deploys meets enterprise security standards. For regulated industries, compliance monitoring is built into the analytics configuration from the start.
Call analytics for financial services with payment card data handling controls, automatic pause of recording during card number entry, and compliant data storage for all call recordings.
Protected health information handling in all call transcriptions, Business Associate Agreements, encrypted storage of all recordings, full audit logging, and access controls for clinical data.
Data consent management for call recording notification, right to erasure for call recordings, privacy by design architecture, and proper data processing agreements for UK and European operations.
Annual third-party security audit, continuous monitoring, encryption in transit and at rest, and access controls across the analytics platform.
Your calls contain more useful information than any other data source your business has. Every customer conversation, every sales interaction, every support call is a source of insight about what your customers need, how your team is performing, and where your processes are working or failing. Call analytics software makes that information accessible and actionable. Fill in the form below and a Telphi call analytics specialist will reach out within one business day. No commitment required. Just a straight conversation about what you are currently measuring, what you wish you could measure, and what a properly deployed call analytics platform would change for your business.
No commitment needed. We reply within one business day. Everything you share stays confidential.