01
Call transcription
Recordings are converted into searchable text, and the transcript is attached to the call record.
AI call analytics
AI call analytics and speech analytics in Arabic and English
Understand every conversation without replaying every call. Searchable recordings, transcripts, AI summaries, sentiment and quality ratings, with follow-up actions written straight back to the customer record.
What is AI call analytics?
AI call analytics software helps contact centres understand conversations through transcription, summarisation, topic identification and sentiment analysis, so managers do not have to listen to every recording.
In CentrixDial, every call is recorded and searchable, and any call can be analysed. The analysis gives a summary, sentiment, ratings for both sides, topics and complaints, and writes follow-up actions back onto the lead. It works in Arabic and English.
How it works
From recording to action.
- 01 Call recorded Stored and searchable
- 02 Transcribed Speech converted to text
- 03 AI analysis Summary, sentiment, topics and scores
- 04 Follow-ups written back Actions saved on the lead record
- 05 Review and coach Supervisors prioritise calls to review
Capabilities
What you can do
02
AI-generated summaries
Managers and agents read the key points of a conversation without listening to the whole recording.
03
Sentiment indicators
Signals of satisfaction or frustration help you find the calls that need attention first.
04
Ratings for both sides
Scores for the agent and the customer interaction support quality review and coaching.
05
Topics and complaints
Recurring reasons for contact and common complaints, so you can fix causes rather than symptoms.
06
Follow-up actions
Actions identified in the call are written back onto the lead, ready for the next contact.
Use cases
Where teams use it.
Quality assurance
A supervisor with 500 calls to review can use transcripts, summaries and scores to choose which calls to listen to first.
Agent coaching
Show agents real examples from their own calls, with ratings and notes on what to change.
Voice of the customer
Spot rising complaint topics early and share them with product, billing or operations teams.
Good to know
Benefits and limits, stated plainly.
- Sentiment classifications are estimates. They help you prioritise, but they are not definitive evidence of how a customer felt.
- Analysis runs on the calls you choose to analyse. Volumes depend on your configuration and processing capacity.
- AI summaries speed up review, but important decisions about agents or customers should include human review of the recording.
- Recording and analysis must follow your data-protection and retention obligations. Retention settings are configurable.
FAQ
Questions, answered.
Does AI call analysis work in Arabic?
Yes. Analysis works in Arabic and English, and the transcript is attached to the call record.
Is every call analysed automatically?
Every call is recorded and searchable. Analysis can be run on any call, and the volume analysed depends on how you configure it.
How does AI call transcription work?
Speech-to-text technology converts the recording into text. CentrixDial then attaches that text to the call so it can be searched and analysed.
How can speech analytics help contact centre managers?
It reduces time spent listening to recordings, shows recurring topics and complaints, and helps target coaching where it will make the most difference.
See your own calls analysed.
We can walk through AI call analysis using sample recordings in Arabic or English, and show where the results appear for supervisors and agents.