Deep analytics on every call.
Every conversation is transcribed, scored for sentiment, summarized, checked for compliance, and measured for quality — automatically, within seconds of hangup. Here is what Vocametrics extracts from each call.
Do you know what actually happened on your customer calls last week?
Every call transcribed and analyzed automatically — not just the handful someone happened to review.
Word-level transcription in 25 languages.
Vocametrics transcribes every call with advanced speech recognition on dedicated AI infrastructure — not a metered cloud API. A 5-minute call is fully transcribed in seconds, in the language it was spoken.
- 25 languages
- Spanish, English, Portuguese, French, German, Italian, Dutch and more — with automatic language detection, no per-extension configuration.
- Speaker-separated
- Independent transcription for caller and called party, with word-level timestamps synchronized to the recording.
- Confidence scored
- Every word carries a confidence metric for quality assurance.
- Silence-aware
- Extended silences and hold music are handled intelligently so transcription stays accurate.
- Long-call handling
- Multi-hour calls are transcribed end-to-end with full word-level timing.
- Custom vocabulary
- Per-customer, per-language word lists teach it your product names, acronyms, and industry jargon.
The full emotional journey of every call.
Sentiment analysis that goes far beyond positive or negative. Vocametrics tracks how emotions shift from the first word to the last — separately for the customer and the agent.
- Per-speaker
- Separate sentiment analysis for the customer and the agent.
- Transfer-aware
- On transferred calls, each agent’s part of the conversation is attributed to the right person — including the agent who received the transfer.
- Emotion detection
- Happy, satisfied, frustrated, angry, confused, grateful, anxious, neutral — each with a confidence score.
- Context-aware
- A complaint that ends in resolution scores differently than one that ends in escalation.
- Turning-point detection
- Pinpoints the exact moment sentiment shifted, and what caused it.
- Trend tracking
- Sentiment patterns across agents, teams, time periods, and customer segments.
Summaries, topics & key drivers.
Every call is automatically distilled into a structured, readable recap — so a supervisor can review 50 calls in the time it takes to listen to one. Generated in the language of the call.
- Main reason
- Why the customer called, captured in a sentence.
- Key points & resolution
- Topics discussed, actions taken, and whether the issue was resolved.
- Outcome & drivers
- Final disposition plus the specific factors that shaped sentiment and outcome.
- Actionable insights
- AI-generated recommendations for follow-up, coaching, or process improvement.
- Topic extraction
- A curated taxonomy — billing, technical support, scheduling, cancellations, complaints — with custom topics for unusual domains.
Real conversations, separated from the noise.
Not every “call” is a conversation. Vocametrics distinguishes real interactions from voicemail, abandonment, and IVR-only touches — and lays every call out on a consolidated event timeline.
- Six dispositions
- Real conversation, voicemail, abandoned, abandoned-on-hold, IVR-only, and no-answer.
- Consolidated timeline
- Ring → answer → hold → transfer → hangup, with precise timestamps on every event.
- Intelligent hold detection
- Distinguishes supervised transfers, blind transfers, queue waits, and mid-call parks — and separates hold music from speech.
- Agent engagement
- Flags agents who answer but transfer or hold without engaging, surfacing coaching opportunities right in the CDR list.
Voice quality, correlated with sentiment.
Vocametrics monitors how well each call was delivered, not just what was said — and correlates technical quality with sentiment, so you see exactly when network issues hurt the customer experience.
- MOS score
- The industry-standard Mean Opinion Score of voice quality, on every call.
- Jitter & packet loss
- Packet-timing variance and lost audio data that distort the conversation.
- Latency
- Round-trip time and one-way delay measured between endpoints.
- Bitrate monitoring
- Average and peak audio throughput across the call.
- Automatic ratings
- Excellent / Good / Fair / Poor / Bad, with threshold-based alerts for problem calls.
Sensitive data, detected & redacted.
In finance, healthcare, and insurance, calls routinely carry sensitive personal data. Vocametrics automatically detects and redacts PII from transcriptions — original values are never stored.
- Broad PII coverage
- Credit cards, phone numbers, email addresses, bank account numbers, dates of birth, and national IDs — Cédula, CURP, DNI, RUT, NIT.
- Redaction, not storage
- Detected PII is replaced with [REDACTED]; the original values are never stored.
- Audit logging
- A full audit trail supports PCI-DSS compliance.
- Role-based access
- Granular controls determine who can view redacted content.
- Conversation preserved
- Speaker attribution is maintained across the full redacted call.
- Single sign-on
- Teams sign in to the portals with their Google Workspace accounts, and a customer can require single sign-on for all of its users.
- No AI training by default
- New customers’ calls are excluded from model training unless they choose otherwise.
Recording with intelligent processing.
Vocametrics captures and stores call recordings with professional-grade audio processing, tightly linked to the transcript.
- Stereo recording
- Caller and called party on separate, precisely aligned audio channels.
- Dynamic normalization
- Boosts quiet speech and prevents clipping on loud audio.
- Streaming playback
- Instant access to any recording through the web dashboard.
- Synchronized playback
- Click any word in the transcript to hear that exact moment in the recording.
- Hold-music suppression
- Music-on-hold regions are identified, marked, and excluded from transcription.
Integrated deep into your phone system.
Unlike generic tools that work from CDR exports or recording uploads, Vocametrics integrates directly with your Cloudxentral phone system at multiple levels.
- No hardware, no packet capture
- No SPAN port, no on-site install, nothing in the call path. On PBXware 8.2, a trial starts with a PBXware API key and a few settings in the PBXware admin screen — analysis begins on the next call.
- Event Publisher
- PBXware sends call events — ringing, answered, transferred, ended, plus queue and agent details — straight to Vocametrics as they happen. Calls are matched to their recordings automatically, including transfers and multi-leg calls.
- AI Hub
- Vocametrics works as an analytics provider inside PBXware’s AI Hub, and PBXware sends call recordings straight to it. On PBXware 8.2, Vocametrics can also request recordings PBXware didn’t send automatically, so fewer calls go unanalyzed.
- Real-time call state
- Live awareness of ringing, answered, on-hold, and hung-up events the moment they happen.
- Multi-tenant
- A single deployment serves all tenants with full data isolation.
- Queue & IVR tracking
- Follows calls through IVR menus, hold queues, agent assignments, transfers, and parking.
- Music-on-hold detection
- AI distinguishes hold music from speech for accurate transcription and durations.
- IVR prompt filtering
- Automated prompts and greetings are separated from live conversation in analytics.
A “call us” button for any website.
Visitors call the business straight from the browser — no phone, app or plugin needed. Widget calls are recorded and analyzed like any other call. The call button on this site is the widget, running live: try it.
- Browser calling
- One click on the website starts a call to the business — nothing to install on the visitor’s side.
- Your brand
- Set the widget’s colors, logo and keypad from your portal.
- Caller context
- Agents see the details the visitor typed into the form while the call is ringing and once it’s answered.
- Analyzed like every call
- Widget calls are recorded, transcribed and analyzed like any other call.
Call insights in your own systems.
Connect Vocametrics to your CRM or helpdesk. A secure API returns calls, transcripts and analysis, and signed webhooks notify your systems when a call is analyzed.
- Integration API
- Pull calls, transcripts and analysis into the tools your team already uses.
- Signed webhooks
- Your systems are notified when a call is analyzed, with a signature that proves the message came from Vocametrics.
- Keys you control
- Your team creates and revokes its own API keys.
- IP allowlists & access report
- Optionally limit each key to known IP addresses, and review how your keys are used in an access report.
- Developer guide
- Step-by-step documentation in English and Spanish.
Every capability, on every call.
See how it all comes together in the supervisor, agent, and customer dashboards — or watch it run on your own calls.