AI Call Coaching Software —
Features, Pricing & How It Works
Everything your team needs to evaluate Call Coach IQ: AI call transcription, automated scoring, compliance monitoring, churn detection, pricing plans, security, and integrations — all in one place.
Built for Your Workflow, Not the Other Way Around
Scales from 10 agents to thousands — without slowing down or locking you in.
Larger organizations rarely fit neatly into off-the-shelf software. Call Coach IQ is designed from the ground up to be configured — not just customized — so it works the way your business already does.
During onboarding we work directly with your team to map your existing call center workflows, match your rubric language and scoring philosophy, and configure integrations with your current tools.
Serverless Infrastructure
Google Cloud and Firebase — no servers to manage. Scales from 10 calls a day to 10,000 automatically.
Advanced AI at the Core
Every call analyzed by enterprise-grade large language models — the same class of models behind the world's most advanced AI products.
API-First Integration
Connect directly to your call center platform via REST API. New calls processed within minutes of completion.
Configurable for your operation
Custom Scoring Rubrics
Separate rubrics for every call type — sales, retention, tech support — with your own metrics, weights, and passing thresholds.
Custom Call Classifications
Train the AI on your own call categories and outcome labels. Tags drive reports, filters, and coaching queues automatically.
Multi-Team & Multi-Manager
Organize agents into teams with dedicated managers. Each manager sees only their team; reporting rolls up cleanly to admins.
Third-Party API Integration
Connect to your call center platform via REST API. Custom polling intervals, auth methods, and field mappings all configurable.
Configurable Alerts & Thresholds
Set your own performance alert thresholds — queue wait limits, break time caps, score floor warnings — so alerts reflect your standards.
White-Label Options
For enterprise deployments, branding and domain customization are available. Contact us to discuss what your rollout requires.
A Coaching Program That Actually Reaches Every Agent
The honest math of contact center coaching: a supervisor with 12 agents physically can't review more than ~5% of the calls their team takes. Call Coach IQ becomes the always-on first reviewer — so every call gets feedback, every agent gets the same standard, and your supervisors get to spend their time on the high-leverage 1:1s.
The Auto-Coaching Lifecycle
01
Call Scored
Every call is scored against the right rubric — sales, cancellation, support, or generic.
02
Trigger Fires
If the score falls below your "needs coaching" threshold (default: 50), auto-coaching kicks off.
03
AI Coach Generates
Per-metric coaching tips are generated in your custom coach voice, citing the exact moments.
04
Agent Notified
The call is flagged "Needs Coaching" — the agent sees it on their next dashboard load.
05
Acknowledged & Tracked
Agent signs the acknowledgment. Managers see green/red status across the team.
Configurable Trigger Thresholds
Set the score below which auto-coaching fires (default: 50). Define low, medium, and high severity bands so coaching urgency matches your rubric — not someone else's. Adjust per-rubric so a sales call and a support call don't share the same bar.
Per-Rubric, Per-Metric Coaching
Sales, cancellation, support, and generic rubrics each have their own dedicated AI coach prompt. Feedback is broken out per individual rubric metric — Discovery, Objection Handling, Compliance, Empathy — so agents see exactly which dimension needs work.
Your Coach, Your Voice
Configure the coaching personality once — warm, direct, formal, encouraging — and every tip the AI generates speaks in that voice. No generic robot feedback that gets ignored on the agent's next coffee break.
Signed Acknowledgment Workflow
Auto-coached calls require explicit acknowledgment from the agent — name, timestamp, and identity captured. Managers see clear green/red status on every coached call, so coaching engagement becomes measurable and accountable.
Built-In Score Disputes
Agents who disagree with an AI score can challenge it directly from the call page. Managers review, respond, and resolve — every dispute audited end to end. Fair scoring builds the trust that makes coaching actually land.
Manager Follow-Up Queue
When a call needs a private 1:1 — a teachable moment, a save-back, a compliance reset — managers flag it in two clicks. Flags flow into a dedicated follow-up queue with optional calendar invites, tracked through completion.
Achievement Badges & Celebrations
Agents earn badges for performance milestones — score streaks, first big save, rubric mastery. Company-wide celebration alerts fire automatically when someone hits one. Engagement up. Attrition down.
Coaching ROI by Manager & Team
Track score lift on coached calls vs uncoached calls — broken out by manager, team, and individual agent. Know which supervisors are actually moving the needle, and which ones need their own development.
See It In Action
A closer look at the features that set your team up to win.
Transcript
Agent: Thank you for calling, how can I help today?
Customer: My bill seems higher than I expected...
Agent: I can look into that for you right away.
Sentiment Analysis
AI-Powered Analysis
Automatically transcribe, summarize, and classify every call. Detect sentiment, topics, churn signals, and outbound compliance issues — including Mini-Miranda and recording disclosures — all in a single AI pipeline.
Security You Can Trust
Your call data is sensitive. We treat it that way — from the moment audio arrives to the moment insights hit your screen.
Automatic PII Redaction
During transcription, AI detects and redacts sensitive information — credit card numbers, SSNs, PINs, security question answers, dates of birth, and spoken passwords — before any text is stored or displayed. Redacted transcripts are stored in Firestore; audio recordings are stored in Firebase Storage, both encrypted at rest.
Role-Based Access Control
Three distinct roles — Agent, Manager, and Admin — each with tightly scoped Firestore security rules and field-level write protection. Agents see only their own calls. Managers see their team. Tenant isolation is enforced at the database layer by Firestore security rules so cross-company reads are blocked by design.
Authentication & Multi-Factor Security
All authentication is handled by Firebase Auth with short-lived JWTs. TOTP-based multi-factor authentication (authenticator app) is supported and can be enforced company-wide by admins — adding a second layer beyond passwords.
Brute Force & Lockout Protection
Login attempts are tracked server-side with progressive lockouts: 1-minute cooldown after 3 failures, 15-minute lockdown after 6, and a permanent block after 9 that requires an admin to manually unlock the account. Bypassing is not possible client-side.
Tamper-Proof Audit Logging
Every sensitive admin action — account creation, deletion, role changes, call reprocessing, and settings updates — is recorded in an immutable audit log. Firestore rules allow appending new entries but block all updates and deletes, ensuring the trail cannot be altered.
Per-Tenant Credentials, Server-Only Access
Each company's call center credentials (API tokens, passwords, account IDs) are stored in Firestore under rules that block all client-side reads entirely. They are only accessible by server-side Cloud Functions via the Firebase Admin SDK — never exposed to the browser.
Input Sanitization & Rate Limiting
All user-submitted text is sanitized on client and server to prevent stored XSS and injection attacks. High-cost AI operations (transcription, report generation, reprocessing) are individually rate-limited using a sliding-window algorithm backed by Firestore.
Google Cloud Data Residency
All data is stored and processed within Google Cloud infrastructure, which is independently certified to SOC 2, ISO 27001, ISO 27017, ISO 27018, and is HIPAA-eligible. GDPR data handling is supported. Strict HTTP security headers — including HSTS, CSP, and anti-clickjacking policies — are enforced on every response.
Data Retention & Right to Deletion
Call audio and transcripts are retained for the duration of your subscription. On account cancellation, all customer data — audio, transcripts, scores, coaching artifacts, and embeddings — is deleted within 90 days. Individual call records and customer data can be deleted on request at any time to support GDPR and CCPA right-to-erasure obligations.
TLS in Transit, AES-256 at Rest
All traffic between your browser, our backend, the third-party telephony API, and the AI provider is encrypted with TLS 1.2+. Audio files in Firebase Storage and all Firestore documents are encrypted at rest with AES-256 using Google-managed keys, so customer data is not persisted to disk in plain text.
Per-Session Activity Tracking
Active session presence is tracked via a 10-minute client heartbeat that updates lastActiveAt in Firestore. Admins can see who is currently active, when each user last signed in, and revoke access by deactivating the account — which immediately invalidates the session on the next API call.
Perfect For Any Industry That Takes Calls
From customer service to sales, finance to healthcare — any organization managing phone conversations can unlock insights with Call Coach IQ.
Insurance
Claims processing, policy inquiries, and customer retention through quality call reviews and agent coaching.
Real Estate
Lead qualification, property showings, and client satisfaction by analyzing agent communication and tone.
Hospitality
Reservation handling, complaint resolution, and guest experience improvement through detailed call insights.
Utilities
Technical support, billing inquiries, and service issue resolution with consistent quality standards.
Finance & Banking
Account management, fraud prevention, and regulatory compliance with full audit trails and coaching records.
Sales & B2B
Deal progression tracking, sales technique improvement, and competitive intelligence from call analysis.
Customer Support
First-call resolution, issue tracking, and support quality metrics across all channels and teams.
E-Commerce & Logistics
Order tracking, customer inquiries, and complaint handling with performance visibility.
Essentially: If your team takes calls and you want them to improve, Call Coach IQ is built for you. Custom integrations and white-label options available for enterprise customers.
Simple, Transparent Pricing
No 100-seat minimums. No six-figure contracts. No six-month implementations. Pick the plan that fits your team today.
Get every call scored and coached automatically.
- ✓AI transcription & scoring
- ✓Coaching Hub & auto-coaching
- ✓Performance dashboards
- ✓Semantic search
- ✓Achievement badges
- ✓Score dispute workflow
- 🔒Flash & Flash-Lite AI models
Scale coaching across the team with deeper business insights.
- ✓Everything in Starter
- ✓Business Analytics
- ✓Sales Intelligence
- ✓Customer Journey tracking
- ✓Topic Spotting
- ✓Churn risk detection
- 🔒Flash & Flash-Lite AI models
Unlock the most powerful AI models for the best analysis of your conversations.
- ✓Everything in Growth
- ✓Compliance monitoring
- ✓Advanced reporting
- ✓Advanced AI model
- ✓Premium AI model
Deploy at scale with full white-label and custom integrations. Includes a paid implementation and consultation engagement, scoped to your rollout.
- ✓Everything in Professional
- ✓Dedicated onboarding
- ✓White-label options
- ✓Custom integrations
- ✓Priority support
ROI Calculator
See what 100% call coverage would actually look like for your team.
Calls scored per month with Call Coach IQ
16,500
Every call. Not a 5% sample.
Calls newly visible to managers per month
15,675
Closes a 95-point coverage gap vs. today.
Platform cost (Growth plan)
$2,125/mo
$85/agent × 25 agents.
Effective cost per scored call
$0.13
Total spend divided across every call scored — not just the 5% you used to review.
Estimates use 22 working days per month and the published Growth plan rate. Implementation and consultation are quoted separately for custom rollouts. We deliberately don't estimate "hours saved" — that depends on what your supervisors do with the time, and we want this calculator to stay honest.
Full Feature Set
Tier badges show the minimum plan required.
Frequently Asked Questions
Have a question not answered here? Reach out — we're happy to help.
Ready to Get Started?
See how Call Coach IQ can transform your call center operations.