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    Call Coach IQ — Intelligent Conversation AnalyticsCall Coach IQ — Intelligent Conversation AnalyticsINTELLIGENT CONVERSATION ANALYTICS
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    ⚡ July 2026 Updates●Agent Burnout & Attrition Scoring●Multi-Agent Call Detection & Split Attribution●Warm Transfer Scoring Rubric●Customer Commitment Tracking●Custom Commitment Types●Retention Queue⚡ July 2026 Updates●Agent Burnout & Attrition Scoring●Multi-Agent Call Detection & Split Attribution●Warm Transfer Scoring Rubric●Customer Commitment Tracking●Custom Commitment Types●Retention Queue⚡ July 2026 Updates●Agent Burnout & Attrition Scoring●Multi-Agent Call Detection & Split Attribution●Warm Transfer Scoring Rubric●Customer Commitment Tracking●Custom Commitment Types●Retention Queue

    Call Center QA & Coaching Software using AI

    You only review 5% of your calls.
    We score and coach 100%.

    Every call. Scored. Coached. Improved.

    100% of your calls reviewed — automatically, in minutes. No missed coaching moments, no compliance gaps, no blind spots.

    Analyze a call — no account needed Learn More

    The Problem

    5%1

    of calls reviewed manually

    The other 95% are invisible to your managers — every coaching miss, every churn signal, every compliance gap.

    → Call Coach IQ scores 100%

    47%2

    of agents feel scoring is unfair

    Inconsistent human review erodes the trust that makes coaching work.

    → Custom rubrics, zero variance

    20–30%3

    scoring variance between reviewers

    The same call, different supervisors — wildly different scores. That's not QA, that's guesswork.

    → Consistent AI scoring

    Live On The Platform

    28,412

    minutes of audio analyzed

    Across every customer conversation our customers have run through the platform.

    7,089

    calls scored & coached

    Every call gets a transcript, a score, and personalized coaching tips — automatically.

    Counts updated just now from real platform usage. PII is redacted before any audio is stored.

    See more data from Call Coach IQ →

    How It Works

    From call to coaching in minutes

    01

    Call arrives automatically

    Recordings pull in the moment a call ends — via direct API connection to your phone system. No manual uploads, no batch exports, no FTP. Your existing platform stays exactly as-is.

    02

    Agentic AI processes in parallel

    A coordinated team of specialized AI agents runs simultaneously — transcription, summarization, compliance checking, churn risk scoring, sentiment analysis, topic spotting. All in one pass, in seconds. PII is redacted before any text is stored.

    Transcription

    Central orchestrating agent

    Summary & Classification
    Scoring Rubric
    Scoring Metrics
    Churn Risk
    Coaching Tips
    Compliance
    Topic Spotting
    Sentiment Timeline

    Context

    Feeds company settings & rubrics to Transcription, Scoring Rubric, and Coaching Tips

    Call Coach IQ

    The final output — complete insights & coaching delivered in seconds

    AI Processing AgentContext ProviderContext data feedOutput to product

    03

    Scored against your rubric

    Your custom QA rubric — sales, retention, support, or generic — is applied consistently to every call. No reviewer variance. No inter-rater drift. The same standard, every time, every agent.

    Sales rubricCancellation rubricSupport rubricCustom metrics

    04

    Coaching delivered, acknowledged, tracked

    What makes Call Coach IQ different

    🎙

    Multispeaker Detection & Transcription

    Only Call Coach IQ

    Handles agent-to-agent transfers, IVR handoffs, and warm transfers automatically. Scoring and coaching get attributed to the right agent — not the call as a whole.

    Learn more about Multi Agent Detection →
    💬

    Ask Your Data

    Only Call Coach IQ

    Plain-English questions answered from your full call corpus. "Why are customers canceling in Q3?" No SQL, no keyword setup, no analyst.

    📊

    Conversation Analytics

    Only Call Coach IQ

    Deep behavioral signals on every call — talk/listen ratio, filler words, interruptions, questions asked, first-call resolution, commitments made, and missed opportunities. Not just a score — a full picture of what happened.

    Learn more about Conversation Analytics →
    ✅

    Closed-Loop Coaching

    Only Call Coach IQ
    Coaching, On Every Call

    Coaching That Scales With Your Team

    Most contact centers manually review 5% of calls. Call Coach IQ coaches the other 95% — automatically, consistently, and tied to the exact moments that hurt the score.

    Auto-Coaching, On Trigger

    When a call falls below your “needs coaching” threshold, the AI generates specific, evidence-based tips tied to the moments that hurt the score — ready before the agent’s next shift.

    • Configurable score trigger (default: 50)
    • Per-rubric coaching: sales, cancel, support
    Unlock More Value

    Business Insights Add-Ons

    Go beyond call scoring. These premium modules surface the strategic intelligence hidden inside your call data — ready to unlock when your team is.

    Core Insights

    Business Analytics

    Ask plain-English questions and get AI-synthesised answers drawn directly from your call data. See KPI snapshots, outcome drivers, and classification trends — all in one strategic command centre.

    • "Ask Your Data" semantic search
    • KPI metrics dashboard
    • Signup & cancellation driver analysis

    Integrations

    Works with your existing phone system

    19 native integrations — recordings pull in automatically the moment a call ends. No uploads, no exports, no manual work.

    IntermediaRingCentral8x8Five9AircallNICE CXoneMiaRecGenesys CloudZoom PhoneDialpadTalkdeskGoTo ConnectJustCallFreshworksCloudTalkTwilioVoIP.msVitalPBX3CX
    View all integrations and data compatibility

    Explore the Platform

    Every page, built for a purpose.

    Call Coach IQ isn't a monolith — it's a set of focused tools that work together. Here's what every feature does and who it's for.

    Start Here

    Step 1 of the feature tour

    Configured For Your Workflow

    Custom rubrics, thresholds & team controls

    Analysis & Scoring

    Call Analytics

    AI scoring & transcript search

    Security & Trust

    Enterprise-grade security, documented in full

    Call Coach IQ is built on Google Cloud Platform with defence-in-depth controls across 15 security domains — from encrypted infrastructure and multi-factor authentication to a three-layer supply chain integrity check on every deploy.

    Read the Security Overview Download PDF

    GCP + Firebase Infrastructure

    ISO 27001 · SOC 2 Type II · FedRAMP · PCI DSS

    TOTP MFA & Instant Revocation

    Sessions invalidated immediately on offboarding

    Evaluating other platforms? See how Call Coach IQ compares to Observe.AI, CallMiner, Gong, and more →

    Ready when you are

    Try it free with a real call — no account, no setup. Or book a demo to walk through the platform on your own data.

    Analyze a call free Request a demo

    Platform

    FeaturesPricingWhat's NewAnalyze a CallExplore PlatformRequest a DemoAI Call ScoringQA Software

    Solutions

    InsuranceSaaSTelecomFinancial Services

    Compare

    All Comparisonsvs. Observe.AIvs. CallMinervs. NICE CXonevs. Calabriovs. Gongvs. Level AIvs. Baltovs. Enthu.ai

    If the score falls below threshold, AI generates specific coaching tips tied to the exact moments that hurt the score — in your coach's voice. Agents must sign off. Managers see green/red status across the team. Every dispute tracked end-to-end.

    Auto-triggeredSigned acknowledgmentScore disputes

    05

    Business insights surface automatically

    Every scored call feeds a live intelligence layer — no manual analysis, no dashboards to build. Spot churn signals before customers leave, track competitor mentions in real time, understand sentiment trends across your team, and identify the pivot points that separate winning calls from losing ones.

    Churn riskCustomer journeyCompetitor intelligenceSentiment analyticsPivot pointsAgent workflow

    Coaching items stay open until the agent explicitly signs off. Not just sent — received, read, and acknowledged.

    Per-metric breakdown — not vague summaries
  1. Custom coach voice that sounds like your supervisor

    2. Coaching Agents Trust

    Coaching only works when agents read it and trust it. Built-in acknowledgment, score disputes, and badges turn feedback into a two-way conversation — not a top-down audit.

    • Signed acknowledgment with timestamp
    • One-click score disputes — fully tracked
    • Achievement badges & celebration alerts
    • Private 1:1 follow-up queue with calendar invites

    Coaching Hub & ROI

    One screen to manage every coachable call across the team. Filter, drill in, and prove that coaching is actually moving the score — by manager, team, and agent.

    • Filter by rubric, score range, weak metric, agent
    • Drill into the exact transcript moment cited
    • Score-lift tracking on coached vs uncoached calls
    • ROI breakouts by manager, team, and agent
    View the full coaching breakdown
    Drill-down to source calls
    Unlock This Feature
    Sales Add-On

    Sales Intelligence

    Turn your sales calls into a revenue forecasting engine. Track close rates, MRR impact, and loss reasons — with an agent leaderboard showing who’s winning deals and exactly what’s holding others back.

    • Sales funnel & close rate tracking
    • Revenue & MRR metrics
    • Loss reason deep-dive analysis
    • Agent performance leaderboard
    Unlock This Feature
    CX Add-On

    Customer Journey

    Follow any customer’s history across every call they’ve made. Surface your most frequent callers, trace sentiment shifts over time, and catch churn risk before it becomes a cancellation.

    • Customer call timeline & history
    • Frequent caller detection
    • Sentiment & CSAT trend tracking
    • Live churn risk indicators
    Unlock This Feature
    Intelligence Add-On

    Topic Spotting

    Monitor the topics that matter most — price objections, competitor mentions, compliance keywords, escalation triggers — and see instantly which agents and call types are driving each one.

    • Keyword frequency heat map
    • Agent topic activity tracking
    • Fully customisable tracked topics
    • One-click call-level drill-down
    Unlock This Feature
    Strategy Add-On

    Competitor Intelligence

    Know what your competitors are charging — and when it's costing you customers. Call Coach IQ automatically monitors competitor pricing on a weekly schedule, extracting plan names, prices, and active promotions. It then cross-references that data against your call transcripts to surface how often competitors are being mentioned in cancellations or objections, and what offers were on the table at the time.

    Automated weekly pricing monitoring
    AI extraction of plans, prices & promotions
    Cross-referenced against cancellation calls
    Historical pricing snapshots over time
    Promotion & limited-time offer flagging
    Add or remove competitors any time
    Unlock This Feature

    Best suited to industries with publicly listed competitor pricing — telecoms, internet services, SaaS, insurance, and utilities. May have limited value in sectors where pricing is bespoke or not publicly disclosed.

    All Business Insights modules are included in enterprise plans. Individual add-ons available on request.

    Talk to Us About Upgrading

    Conversation Analytics

    Commitments, FCR & missed opportunities

    Multi Agent Detection

    Per-speaker scoring for warm transfers

    Commitment Tracking

    Follow-ups & callbacks captured automatically

    Ask Your Data

    Natural-language search across every call

    Coaching

    Coaching Hub

    Automated agent coaching

    Coaching Themes

    Individual & team training patterns

    Pivot Point Library

    Proven phrases for key call moments

    Business Insights

    Business Analytics

    Performance analytics & sales trends

    Sales Intelligence

    Close rates & revenue signals

    Customer Journey

    Full interaction history & CSAT trends

    Churn Risk Insights

    At-risk customer detection

    Sentiment Analytics

    Customer mood trends

    Competitor Intelligence

    Mention tracking & monitoring

    Reporting & Agent

    Agent Workload

    Workload, utilization & burnout risk

    AI Performance Review

    HR-ready agent review reports

    Custom Query Builder

    Filter, save & schedule call exports

    Custom Data Import

    Upload, chart & correlate any CSV

    My Performance

    Agent self-service dashboard

    Operations

    Realtime Dashboard

    Live queue & agent monitoring

    Knowledge Base

    Company playbook & AI search

    View full features overview

    3-Layer Tenant Isolation

    Database · API · billing — fully independent enforcement

    Zero Long-Lived CI Secrets

    Workload Identity Federation only — no stored keys

    vs. Playvox
    vs. Salesloft
    vs. Tethr

    Resources

    How to Score Agents FairlyWhat Is a Scoring Rubric?AI Call Coaching GuideAI Scoring for InsuranceQA ChecklistQA Metrics to TrackBuilding a QA ScorecardQA Best PracticesChurn Risk DetectionCoaching Agents at ScaleCoaching Software Pricing

    Company

    AboutContactSupportPrivacy PolicyTerms of ServiceDPA

    Sources

    1. Industry QA coverage benchmark — typically 2–5% of calls are manually reviewed. Calabrio, Call Center Quality Assurance Best Practices
    2. Agent perception of scoring consistency and fairness in contact center QA programs. Calabrio, Agent Performance and Quality Assurance Research
    3. Calibration drift between QA evaluators scoring the same call. Industry research consistently finds 20–30% variance between reviewers without active calibration. Calabrio, Why QA Calibration Matters · Playvox, Quality Management Benchmarks
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