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Call transcription, analysis and voice agents for teams on the phone

Transcription, call analysis and voice agents for phone-heavy teams.

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The problem

Where teams get stuck.

Sales and support teams record far more calls than anyone can listen to. Lead quality, objections, sentiment and promised follow-ups stay locked in audio.

Valuable prospects are missed because nobody reviewed the call in time. Coaching relies on a handful of recordings chosen at random.

Speech recognition and language models can turn every call into searchable text, a summary and a score. Voice agents can take the routine calls themselves, if they are built with care.

Our approach

What makes this work.

  1. 01

    Map the calls

    We look at your call types, your telephony setup, your languages and what you need to know from each conversation.

  2. 02

    Build the transcription pipeline

    Recordings or live audio are transcribed, speakers are separated, and the text is stored for search.

  3. 03

    Add analysis

    Language models extract intent, objections, sentiment, action items and a lead score, checked against calls your team has reviewed by hand.

  4. 04

    Alert and integrate

    Results go to a dashboard and your CRM, with alerts for the calls that need attention now.

Delivery process

How we deliver it, step by step.

Every engagement follows the same seven stages, from requirements to post-launch support.

  1. 01

    Discovery & requirements

    Workshops with your stakeholders to define goals, users, scope and constraints, captured in clear written requirements.

    • Goals and success measures
    • Requirements and user stories
    • Scope, estimate and roadmap
  2. 02

    UX & UI design

    User flows, wireframes and interface design, reviewed with you until the product feels right before it is built.

    • User flows and wireframes
    • Interface design
    • Clickable prototype
  3. 03

    Architecture & planning

    Data model, system design, integrations and security are settled, and the work is broken into sprints.

    • Architecture and data model
    • Technical decisions on record
    • Sprint plan
  4. 04

    Development

    Short iterations with code review on every change and a demo of working software each week.

    • Weekly demo
    • Shared board and written updates
    • Reviewed, version-controlled code
  5. 05

    QA & testing

    Manual and automated testing across functionality, devices, APIs and performance, followed by user acceptance testing.

    • Test plan and test cases
    • Automated regression suite
    • UAT support and sign-off
  6. 06

    Deployment & launch

    Release through a CI/CD pipeline onto monitored cloud infrastructure, with a go-live checklist and rollback plan.

    • CI/CD pipeline
    • Monitoring and alerting
    • Go-live checklist
  7. 07

    Hypercare & support

    Close monitoring and priority fixes straight after launch, then ongoing support, maintenance and improvement.

    • Hypercare period
    • Support under agreed response times
    • Improvement backlog

Deliverables

What you receive.

  • Speech-to-text pipeline for recorded or live calls
  • Searchable transcripts with speaker separation
  • Call summaries and action items
  • Intent, objection and sentiment detection
  • Lead scoring to prioritise follow-up
  • Real-time alerts for urgent calls
  • Dashboard and CRM integration
  • Voice agents for routine calls, with handover to a person

Technology

What we build it with.

  • OpenAI
  • Whisper
  • Open-source LLMs
  • WebRTC
  • Node.js
  • Python
  • MySQL
  • PostgreSQL

Related work

Where we have done this before.

From the blog

Related guides.

What we have written about voice & call ai: cost, timelines and the trade-offs behind each decision.

FAQ

Voice & Call AI: common questions.

Can you work with our existing phone system?

In most cases, yes. If your system can export recordings or stream audio, we can process it. We confirm the integration route during discovery.

How accurate is the transcription?

It depends on audio quality, accents and vocabulary. We test on a sample of your own calls before committing, and add custom vocabulary for product names and terms.

Does it work in languages other than English?

Modern speech models cover many languages, with quality that varies by language. We test the languages you need on real recordings first.

How do you handle consent and recording rules?

Call recording law varies by country and region. We build in the notices, retention limits and access controls you specify, and recommend you confirm the requirements with your legal adviser.

Can a voice agent replace our call team?

We would not frame it that way. Voice agents suit routine, well-defined calls such as booking, status checks and first-line triage. Anything complex or sensitive should pass to a person, and we build that handover in.

Discuss your Voice & Call AI project with us.

Share a short brief and we will reply with next steps, usually within one working day.

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