Concepts
VOIX takes a single call recording and turns it into a complete, structured record of what happened. This section explains each part of that record and how to read it.
The journey of a call
A call arrives
Your phone or recording system sends the call to VOIX, first when it starts, then again with the audio once it finishes. See the Ingest reference for how that works.
It gets transcribed
The recording is converted to text, with each speaker separated onto their own turns and the spoken language detected automatically. See Transcripts.
Tone is measured
As the words are produced, VOIX also reads the sound of the conversation, the energy, control, and positivity in each speaker’s voice over time. See Tone signals.
It gets analyzed
VOIX reads the full conversation and produces a title and summary, a set of scores, answers to your custom checks, and a list of follow-up tasks. See Analysis & scores.
People are identified
VOIX matches the outside party to a contact and, where it can, attributes the call to the team member who handled it.
What you end up with
For every completed call you get:
- A speaker-separated transcript in the call’s own language.
- A short title and summary of what the call was actually about.
- Six performance scores plus a success flag, each with a written explanation.
- A tone reading per speaker, including how the mood shifted from the first half of the call to the second.
- Answers to any custom checks you have configured, each with a supporting quote.
- Follow-up tasks drawn from commitments made on the call.
- The contact on the other end and, when clear, the team member who handled it.