01 · Audio
Automatic Speech-to-Text
Calls are transcribed with a model trained on Turkish contact centre language, speakers are separated, and the entire content becomes searchable.
VOICENTRA
Every call is analysed, the recording never leaves your organisation.
Voicentra turns contact centre recordings into text and analyses what was said in terms of quality, performance, customer experience and sales. Not a handful of sampled calls but every single one is evaluated. Audio is processed on InfinityQ infrastructure; in enterprise deployments it never leaves your own servers.
call_20260820_1427.wav · Outbound · 0:31Completed
TranscriptAI analysisScript complianceCustomer
AgentAgent 14 · Sales
Called0532 *** ** 33
SubjectPolicy renewal
Hello, I am calling from Example Insurance. Your motor policy expires in 5 days and I can help you renew it.
00:02Thanks, I usually do it myself through the app.
00:11All right then, have a good day.
00:16AI summary
The agent called to remind the customer about a policy renewal. When the customer objected with “I do it myself”, the agent ended the call without offering a campaign or additional cover. The sales opportunity was not pursued.
30%overall score
Communication40%
Professionalism40%
Satisfaction20%
Script compliance1/12 · F
Category: SalesSales outcome: LostPriority: LowObjection not handled
Recording and transcript processed on your own infrastructure · 0 external services
Data sovereignty
A call recording is the most sensitive corporate data you hold.
A single call carries the customer's name, identity number, account activity and complaint content all at once. Sending that data abroad for analysis means exporting the very information you are meant to protect. Voicentra removes that dependency entirely.
Models We Build Ourselves
Speech recognition and analysis run on models developed by InfinityQ and trained on Turkish contact centre language.
No External Services
Recordings and transcripts are never passed to third-party services at any stage.
On-Premise Deployment
In enterprise deployments the whole stack moves onto your servers; recordings never leave your network.
How it works
How does Voicentra actually work?
Once recordings are connected, the process runs in four steps and repetitive manual listening disappears.
Connect your recordings
Contact centre audio or call data is integrated into the platform.
Analysis runs
Calls are transcribed, speakers are separated, and topic and sentiment analysis is performed.
Review the reports
Performance reports are produced by department, agent and customer behaviour.
Take action
Development areas are identified for training, quality improvement and sales processes.
Analysis output
Every call becomes a measurable evaluation.
The assessment your quality team makes by listening is produced automatically against defined criteria. The result is not just a score, but which behaviour affected that score and how.
Agent 07Call #10428 · 18.08.2026
Communication skill
Used clear and understandable language; the tone could have been warmer.
70
Professionalism
Maintained a respectful and corporate manner.
80
Resolution effectiveness
Understood the request correctly and closed it in a single call.
7/10
Response speed
Hold time stayed above the average.
6/10
Category: Premium paymentResolution: CompletedPriority: LowSentiment: Positive
Criteria defined by your organisation
The headings on your own quality form are loaded into the system; scoring follows your standard rather than being squeezed into a fixed template.
The reasoning is always visible
Next to every score is the behaviour that was assessed. Feedback conversations with agents rest on concrete evidence.
Full coverage, not sampling
Not one percent of calls but all of them are evaluated, so rare problems also enter the statistics.
Management dashboard
From a single call to the picture of the whole operation.
The analysis of every call accumulates by agent, team and period. Managers see rankings, complaint trends and risky behaviour on one screen; agents follow their own progress week by week.
Highest performing agentsLast 7 days
| # | Agent | Comms | Prof. | Avg. score |
|---|---|---|---|---|
| 1 | Agent A | 62.8% | 76.1% | C69.4% |
| 2 | Agent B | 59.8% | 76.4% | C68.1% |
| 3 | Agent C | 65.3% | 67.8% | C66.6% |
| 4 | Agent D | 56.7% | 74.3% | C65.5% |
| 5 | Agent E | 60.2% | 68.4% | D59.7% |
Rankings are built from communication skill, professionalism and department-level criteria; the letter grade follows your organisation's own thresholds.
Complaint forecastLast 7 days
Claim file delays89
Premium / payment issues80
Policy cancellation requests68
Unclear cover scope38
Agency unreachable14
Application error12
301complaint signals · 7 days
+18%claim delays, week over week
−9%premium / payment, week over week
Complaint themes extracted from call content are clustered weekly, so operations can see which problem is growing before a single complaint form is filed.
Script compliance analysis12 criteria
5%Overall compliance
FCompliance grade
1/12Criteria applied
StrengthsA professional opening was made, stating the corporate identity.
Development areasNeeds analysis, cover comparison, campaign presentation and persuasion techniques were not covered.
Your own call script is checked criterion by criterion: greeting, clarifying the issue, offering a solution, closing and follow-up. A missed step is linked to the call where it was skipped.
Most discussed topicsLast 30 days
Motor insuranceTraffic insuranceClaimsHealth insuranceHome / earthquakePremium payment
Card details request detected
One agent requested card details from customers in 2 calls during the selected period. The relevant calls and timestamps were escalated to management.
Topic headings are learned from your products and processes. Rules defined for non-compliant or risky behaviour generate automatic alerts.
Weekly development email
Every Monday morning each agent reads their own week: which criteria rose, where they slipped, one sentence to try this week and two small goals. The report never compares an agent to anyone else; the only benchmark is last week's version of themselves.
For the quality team
Feedback conversations happen with ready-made reasoning, without listening to recordings one by one.
For the agent
A development area is not an abstract note but a timestamped example and an applicable suggestion.
YOUR WEEKLY DEVELOPMENT JOURNEYHello, your week is ready.
47calls analysed
92.4%average compliance
4strong areas
Empathy and tone · 9.1/10 ↑ +0.6Lowering your tone and slowing your pace on complaint calls resolved the tension on its own in three separate conversations.
Hold notifications · 5.2/10 ↓ −0.8You left the line silent for an average of 40 seconds while looking up policies; most of your low scores came from here.
Looking up your policy will take about half a minute, so I am placing you on a short hold — I am still here.
Capabilities
Voicentra core capabilities.
The chain that starts with audio completes as text, analysis and reporting.
02 · Sentiment
Sentiment and Speech Analysis
Satisfaction, tension and sales-opportunity signals are measured separately on the customer and agent sides.
03 · Agent
Agent Performance Measurement
Communication skill, professionalism and resolution effectiveness are scored against your own criteria, with the reasoning behind every score visible.
04 · Script
Script Compliance Checks
Greeting, clarifying the issue, offering a solution, closing and follow-up are audited step by step; a skipped step is linked to the moment it was missed.
05 · Sales
Sales and Objection Tracking
Whether an offer was made, how the objection was handled and whether the sale closed is reported for every call.
06 · Risk
Risk and Compliance Alerts
Behaviour that breaches regulation, such as asking for card details, is caught by defined rules and escalated to management immediately.
07 · Reports
Department and Team Reports
Rankings, complaint forecasts and topic distribution are presented comparatively by department, team and period.
08 · Growth
Weekly Development Email
Every agent reads their own week: which criteria rose and fell, one sentence to try and two small goals.
Use cases
Where is Voicentra actually used?
In every operation where call volume is high and quality has to be measured.
Contact Centre Quality Control
Automates quality assurance by analysing calls against your quality criteria.
Customer Satisfaction Analysis
Makes sentiment, complaint and satisfaction signals in calls visible.
Sales Call Analysis
Detects offers, objections, closings and cross-sell opportunities, and feeds them back to the sales team.
Agent Performance Management
Communication quality, process compliance and development areas are reported per agent.
Training and Development Planning
Identifies where agents fall short so training can be backed by data.
Operational Reporting
Produces contact centre performance reports by department, team and process.
Integration
It connects to your existing contact centre infrastructure.
Voicentra does not require you to install a new system; it reads recordings where they already live and writes results back into the systems you use.
CRM Integration
Call analyses are linked to customer records; a summary of the previous call appears on the agent's screen.
Recording System Compatibility
Works directly with contact centre platforms, recording systems and data platforms.
REST API
A standard API structure enables fast and secure integration into enterprise systems.
Pricing
Pricing follows the scale of your operation.
Contact centre volumes differ enormously between organisations; a few hundred calls a month and hundreds of thousands do not fit the same package. That is why Voicentra is priced through a proposal based on your volume.
Audio minutes processed
The total call duration analysed each month is the main component of the price.
Deployment model
The choice between InfinityQ cloud, private cloud and on-premise installation shapes the cost.
Integration scope
CRM and recording system connections, plus defining quality criteria specific to your organisation.
Let us assess your operation together
In a short call we clarify your monthly volume, your recording infrastructure and your deployment preference, then prepare a proposal around them. You can see the system live on examples from your own recordings.
Frequently asked questions
Answers to the questions we hear most often.
It transcribes contact centre calls, separates speakers, performs sentiment and topic analysis, scores against defined quality criteria and produces reports by department and agent.
See it on your own recordings
Watch transcription accuracy and quality scoring live on your own calls. Let us clarify your volume, deployment model and integration needs together in a short conversation.