Customer interaction analytics coupled with data science expertise, to improve quality and compliance, and drive efficiencies across your contact centre operations.

When running a contact centre, it’s important to listen to all of your customers if you want to be confident in the levels of quality, compliance and customer experience your business is delivering.

Sifting through millions of customer interactions manually may not be feasible, but if you don’t review them all, how can you be sure those that need your attention, get your attention?

That’s why we built TrueVoice.

Our technology solution allows you to automatically review all customer interactions across multiple channels – providing more insight, in less time, and with fewer resources.

TrueVoice goes beyond the standard approach to basic speech analytics, as it not only reviews what was said, but also, how it was said, using emotion and behaviour analytics. It then augments this with machine learning models specific to your industry. So whether you’re a bank looking to automate your compliance framework or a hospitality business wishing to increase sales, we’ll tailor TrueVoice to highlight the interactions you’re most interested in. Plus, with data scientists continually optimising the machine learning models, and with industry and risk experts on hand to deliver findings and recommendations - we provide the actionable insights you need for a more efficient and effective contact centre.

Put simply, it is a smarter way to listen and take action.

20% of calls identified for channel shift¹
60x more likely to identify customer dissatisfaction vs. previous process¹
80% reduction in call review time with 70% of the quality monitoring process automated²
"Achieving the same level of compliance assurance using sampling and traditional methods would have taken about seven years to manually execute. Before TrueVoice our manual processes were applied to a sample of calls, but now we have assurance we have met our compliance obligations across all calls, not just those we sampled."
Chief Data Officer Large Australian Bank


TrueVoice can quickly deliver a return on your investment by:
Automating your quality monitoring

Automating your quality monitoring

By moving from a manual review of approximately 1% of interactions to a statistically robust level of automated review, you can focus your supervisors’ time on the interactions that are of most interest to you.

Improving measurement of agents' performance

Improving measurement of agents' performance

Using the highly configurable quality score carding system, you can more efficiently review the performance of your agents. This allows you to reward and learn from your highest performers, using best practice examples to shape training for those agents who need additional support.

Delivering operational efficiencies

Delivering operational efficiencies

TrueVoice delivers the insight you need to help optimise key contact centre processes and lower operational costs, by reducing failure cost, and improving First Contact Resolution, as well as identifying any underlying causes of inefficiencies and opportunities for channel shift.

Improving customer experience

Improving customer experience

By benchmarking all contact centre interactions across a customer journey, you have the insight you need to promote consistent outcomes for all customers, improving customer experience and reducing churn. TrueVoice can help you predict potential complaints before they happen so that your agents can be more proactive in resolving issues quickly.

Reducing risk

Reducing risk

By monitoring all of your customer interactions, you can enhance regulatory compliance and reduce risk; ensuring you protect your most vulnerable customers.

Providing actionable insights with a solution tailored to your business

We offer more than a standalone software capability, because we want to continually uncover actionable insights that will make a difference to your business. Pre-defined machine learning models tailored to your industry allow us to get going quickly, with our data scientists continually optimising these for your business, without disrupting performance. And, with expertise spanning industries, contact centre transformation and risk, our specialists help you focus on the right actions across both strategic decision making and operational execution.

How it works

TrueVoice is platform agnostic and can take data from multiple sources including audio recordings, video conferencing and text interactions (e.g. email, webchat), CRM data and metadata to provide a complete customer journey.
TrueVoice not only analyses what was said, but how it was said. It analyses the acoustic properties of the call, such as tempo, amplitude, pitch, tone and non-semantic communication.
We go beyond just searching text, using the output from the analysis to develop machine learning models relevant to your use cases. Whether you’re looking to identify complaints, potential non-compliance, or revenue generating opportunities, TrueVoice can automatically score, and where appropriate, triage interactions into various groups based on risk probability, topics, themes and trends.
With all of your interactions aggregated, ranked and triaged, against your key business outcomes, TrueVoice will deliver the insight you need, so you can take action quickly. There are several options to consume these outputs across your enterprise.
Embedded machine learning allows TrueVoice to continuously improve – offering smarter, faster insight over time. Our data scientists work to constantly optimise the machine learning models and where relevant empower your data science team to build autonomy. And, with expertise spanning industries, contact centre transformation and risk, our specialists are able to make strategic and operational recommendations based on the analysis.

Case studies

Hospitality: improving the customer's experience

Hospitality: improving the customer's experience

Supporting our hospitality client to reduce operational costs whilst at the same time improve their customer experience and oversight.

Find out more
Banking: becoming more efficient, effective and compliant

Banking: becoming more efficient, effective and compliant

Helping a large retail bank manage regulatory requirements whilst improving customer experience.

Find out more

Interested in TrueVoice?

Download the TrueVoice sales sheet to share with your colleagues.

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Platform integrations

TrueVoice is vendor agnostic, and can integrate with your technology stack. From processing your call recordings to connecting to your CRM, TrueVoice can work with a number of technology solutions.


The TrueVoice platform is fully secure and includes features such as:
Pre-built dashboard
Omnichannel customer journey analytics
Outcome-based insights
KPI insights
Integrates corporate metadata
API integration
Securely share audio and transcripts
Mask sensitive data
Pre-built industry machine learning models
Sentiment and emotion analysis
PCI and PII compliant
Use case appropriate sampling
Configurable Quality Management module
Audio Quality assessment
Vendor agnostic

Demo videos


Automate quality management

By automating your call reviews, you can focus your supervisors’ time on the calls that are of most interest to you.


Improve operational efficiency

By identifying reasons for customer calls, TrueVoice allows you to focus your efforts and your agents to improve efficiency.


Identify vulnerable customers

TrueVoice highlights calls with potentially vulnerable customers to ensure they are treated appropriately.

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Transform your contact centre operations with TrueVoice

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1Based on specific client engagements

2Based on an average across multiple clients