95% of your calls are recorded, then never heard again. The systemic issue hides in the calls nobody got to, until it surfaces as churn or a complaint.
Ingest transcripts in real time from any call system (AWS Connect, Genesys, Twilio, your dialer) via our API, or send a one-off CSV. Already have audio? We transcribe it too.
Configure insights in plain English: compliance, sentiment, escalation risk, empathy, CSAT. No tagging, no model training.
AI runs every insight across every call. Click any data point to drill into the transcript with audio playback at the exact moment.
Live dashboards, threshold alerts by email, and evidence you can take straight into a coaching session or a board report.
Transcribe-and-stop tools tell you what was said, not why the call went wrong. Metricsense scores both sides of the same call.
One buyer, the compliance or risk leader, with two teams who live in it every day.
On your data, inside your own cloud, and inside your own compliance process.
Never. We publish no client names, calls or results, and no client's data goes near another's. Nothing you send trains a model shared with anyone else.
The entire platform deploys inside your own cloud (e.g. AWS ap-southeast-2). PII is stripped before any transcript reaches the model; your security team signs off once.
Every flag pins to the exact transcript moment against a documented, versioned insight definition. Consistent methodology, specific evidence, never a black box.
Human-in-the-loop: flags reach your QA team with the evidence attached, and they confirm or dismiss. The model never disciplines an agent; scores stay a role-based coaching tool.
A flag is a candidate issue, not a finding of breach. Your team runs the reportable-situations assessment under your own framework; we report nothing to a regulator.
Transcripts, audio, flags and scores follow your retention schedule and purge on your timeline. Pilot data is deleted on request once the pilot ends.
Prove it first: we run your insights on a sample of your real calls and you check precision and recall against your own QA before you commit.
Fifteen insurance-specific insights configured in their own wording: general advice boundaries, TPD definitions, super-funding nuances. Every call scored on both sides, inside their own AWS account.
No self-serve tier and no per-seat fee. We scope to your call volume, insights and security needs, then quote a single package.
Full platform, deployed in your own cloud, scoped to your volume and compliance needs.
Both. Send call audio and Metricsense transcribes and analyses it; if your telephony already produces transcripts, send those and you only pay for analysis. Any call system, through our API or a CSV upload.
Manual QA samples 2–5% and scores subjectively. Metricsense scores 100% consistently against the same SOP, links every score to the exact moment, and trends a per-agent Call Quality Index. You keep your QA team and scorecards; your analysts spend their time on the flagged calls that matter.
Yes, and it's the core differentiator: the customer side (complaints, frustration, escalation, predicted CSAT) and the agent side (compliance, accuracy, empathy, resolution) on the same call, at once.
Start with a sample of your own calls. We configure your insights, run them across 100% of that sample, and send back a risk readout scored against your own QA.
Prefer email? hello@metricsense.ai. Not your call to make alone? Forward this page to your Head of Compliance.