Pilot Running for our own operations; set up for similar businesses on request.
Phone & Call Intelligence pulls call records and recordings from the business phone provider, attributes each call to a branch and extension, and reports answered, missed and abandoned calls with answer rate and time to answer.
Verified workflow
- Incremental call-record sync with branch and extension directories.
- External customer calls separated from internal branch-to-branch calls.
- Answer-rate, wait-time and answered-within-20-seconds reporting per branch.
- Recording download with a two-step permission and masked phone numbers in the dashboard and exports.
- Local transcription and rule-based call-reason and sentiment tagging with a manual-review queue.
Status and limits
Pilot completed internally in September 2026; the deployment is paused until retention and recording-consent settings are approved. Hold-time metrics depend on provider events the API does not supply, there is no callback queue or CRM link yet, and summaries are template text rather than AI-written.
Explore Call Logs · Explore Call AI · Request a similar workflow
