Can we pick which calls get transcribed?

Transcription can run on every interaction or be scoped to specific queues, campaigns or agents whatever suits your review workload.

Can agents read their own sentiment scores?

Yes. Agents see their own performance and summaries. Supervisors see team-wide patterns. Both views update in near real time.

Where does the data sit?

Inside your TKOS tenant by default. Scheduled feeds and CSV exports keep your warehouse and BI tools in sync without exposing source recordings.

How are flagged phrases configured?

Compliance teams maintain a phrase library regulated terms, refund language, escalation triggers and alerts fire to the queue or owner you choose.

Contact Center Interaction Analytics

Conversations become data you can actually use.

AI transcripts, sentiment scoring, intent tags and auto summaries across every channel voice, video, SMS, WhatsApp, Messenger, Instagram, Telegram and Viber.

Get A Free Trial See Pricing

Auto transcripts
Sentiment scoring
AI call tags
Searchable archive

Renewal94%

Pricing78%

Confirmation86%

Sentiment · today

+14.2 pts vs. last week

Call · #C-2204891Live transcribe

“lock the price”00:42

AgentHi Naledi, thanks for holding — I can see the renewal on your account.·
CallerBrilliant. I just want to lock the price before month-end.+
AgentDone — I've flagged it as priority and emailed the confirmation.+

Positive62%

Neutral28%

Negative10%

What gets captured

Six layers of data, automatically.

Every conversation is parsed the moment it ends transcripts, sentiment, summaries, intents, tags and compliance signals. No analyst rework, powered by conversation intelligence.

Call transcripts Voice Video Chat

AgentHi Mark, I've got the renewal pulled up same plan?

CallerYes please, but I'd like to add a second line.

AgentAdding the line now. The pro-rata is R 142 for this month.

CallerBrilliant confirmed.

Confidence 0.94 Speakers 2Lang en-ZA

Sentiment scoring

+0.62

Conversation

Moment-level scoring catches the dip when a caller mentions “cancel” even if the call ends positive.

AI summaries

Renewal confirmed for plan TX-12. Customer added second line (R 142 pro-rata). No objections raised.

ASend confirmation email
CSchedule check-in in 30 days

Intent classification

Renewal94%
Upgrade71%
Refund18%

AI call tags

#billing#support#renewal#retention#upgrade#tier-1-issue#coaching-candidate

Reporting auto-rolls by tag no agent disposition required.

Keyword alerts

“cancel my account”High
“speak to a manager”Med
“HIPAA”Compliance

One data layer many views

Dashboards your whole org reads.

Same numbers, three lenses revenue, support, compliance with deep sentiment analysis built in.

analytics.tkos live

RevenueSupportCompliance

Sentiment vs. close rate

+11.4 pts

Quarterly forecast accuracy

First-contact resolution

82.6%

By agent last 30 days

Flagged phrases

âˆ42%

Quarter-over-quarter

Searchable archive

Not a storage graveyard. A research tool.

Type a phrase and see every conversation it appears on. Replay a specific moment. Share a snippet with a coach, or open call recording directly.

3 matches

Mon 09:42 02:12
L. Adams
I'd like to lock the price before month-end so I don't miss the renewal window
Positive
Tue 14:08 04:31
M. Naidoo
we can definitely lock the price for the next twelve months on the existing line
Neutral
Wed 11:55 00:54
S. Pillay
I won't agree until we lock the price in writing the last cycle increased twice
Negative

Filters: last 7d channels: all agents: 8Share snippet

Export governed

Pull the data into the warehouse you already trust.

CSV exports cover the basics. Scheduled feeds keep BI tools in sync with live activity. Your analysts don't learn a new tool they get a new source. See the Gartner definition.

Step 1

TKOS Analytics

Live event stream

events/sec 142

Step 2

Pick a feed

CSV Scheduled API

auth OAuth + key

Step 3

Your warehouse

BigQuery Snowflake BI

sync 5-min cadence

Customer Stories

The folder of recordings finally opens itself.

Quality, revenue and compliance leaders all use the same conversation feed pulled apart in the views that match their job.

Imani Joseph

Head of Quality

Northstar Telecom

5.0

“We were sampling 2% of calls for QA. Now every call is scored automatically and the coaching list writes itself before the daily stand-up.”

Interaction Analytics

Elise Roux

VP Revenue Operations

Pathway Finance

5.0

“Forecast accuracy went up 11 points in a quarter sentiment-against-close-rate is now a tab on every revenue review.”

Interaction Analytics

Sipho Mahlangu

Compliance Lead

Harborlight Retail

5.0

“Compliance flagged a regulated phrase three minutes after it was said. We caught the issue before legal even heard about it.”

Interaction Analytics

FAQ

Before the warehouse gets the feed.

Coverage scope, agent visibility and the things teams ask before flipping analytics on.

Yes. Voice, video, SMS, WhatsApp, Messenger, Instagram, Telegram and Viber all flow into the same analytics engine.

Get A Free Trial

See your data before you commit

Run analytics on a sample of your real call traffic and decide on what you can measure not on a marketing slide.

Get A Free Trial See Pricing

Sample real call trafficTenant-isolated dataBI export readyNo card required

Continue exploring

Contact Center Interaction Analytics

Conversations become data you can actually use.

AI transcripts, sentiment scoring, intent tags and auto summaries across every channel voice, video, SMS, WhatsApp, Messenger, Instagram, Telegram and Viber.

Get A Free Trial See Pricing

Auto transcripts
Sentiment scoring
AI call tags
Searchable archive

Renewal94%

Pricing78%

Confirmation86%

Sentiment · today

+14.2 pts vs. last week

Call · #C-2204891Live transcribe

“lock the price”00:42

AgentHi Naledi, thanks for holding — I can see the renewal on your account.·
CallerBrilliant. I just want to lock the price before month-end.+
AgentDone — I've flagged it as priority and emailed the confirmation.+

Positive62%

Neutral28%

Negative10%

What gets captured

Six layers of data, automatically.

Every conversation is parsed the moment it ends transcripts, sentiment, summaries, intents, tags and compliance signals. No analyst rework, powered by conversation intelligence.

Call transcripts Voice Video Chat

AgentHi Mark, I've got the renewal pulled up same plan?

CallerYes please, but I'd like to add a second line.

AgentAdding the line now. The pro-rata is R 142 for this month.

CallerBrilliant confirmed.

Confidence 0.94 Speakers 2Lang en-ZA

Sentiment scoring

+0.62

Conversation

Moment-level scoring catches the dip when a caller mentions “cancel” even if the call ends positive.

AI summaries

Renewal confirmed for plan TX-12. Customer added second line (R 142 pro-rata). No objections raised.

ASend confirmation email
CSchedule check-in in 30 days

Intent classification

Renewal94%
Upgrade71%
Refund18%

AI call tags

#billing#support#renewal#retention#upgrade#tier-1-issue#coaching-candidate

Reporting auto-rolls by tag no agent disposition required.

Keyword alerts

“cancel my account”High
“speak to a manager”Med
“HIPAA”Compliance

One data layer many views

Dashboards your whole org reads.

Same numbers, three lenses revenue, support, compliance with deep sentiment analysis built in.

analytics.tkos live

RevenueSupportCompliance

Sentiment vs. close rate

+11.4 pts

Quarterly forecast accuracy

First-contact resolution

82.6%

By agent last 30 days

Flagged phrases

âˆ42%

Quarter-over-quarter

Searchable archive

Not a storage graveyard. A research tool.

Type a phrase and see every conversation it appears on. Replay a specific moment. Share a snippet with a coach, or open call recording directly.

3 matches

Mon 09:42 02:12
L. Adams
I'd like to lock the price before month-end so I don't miss the renewal window
Positive
Tue 14:08 04:31
M. Naidoo
we can definitely lock the price for the next twelve months on the existing line
Neutral
Wed 11:55 00:54
S. Pillay
I won't agree until we lock the price in writing the last cycle increased twice
Negative

Filters: last 7d channels: all agents: 8Share snippet

Export governed

Pull the data into the warehouse you already trust.

CSV exports cover the basics. Scheduled feeds keep BI tools in sync with live activity. Your analysts don't learn a new tool they get a new source. See the Gartner definition.

Step 1

TKOS Analytics

Live event stream

events/sec 142

Step 2

Pick a feed

CSV Scheduled API

auth OAuth + key

Step 3

Your warehouse

BigQuery Snowflake BI

sync 5-min cadence

Customer Stories

The folder of recordings finally opens itself.

Quality, revenue and compliance leaders all use the same conversation feed pulled apart in the views that match their job.

Imani Joseph

Head of Quality

Northstar Telecom

5.0

“We were sampling 2% of calls for QA. Now every call is scored automatically and the coaching list writes itself before the daily stand-up.”

Interaction Analytics

Elise Roux

VP Revenue Operations

Pathway Finance

5.0

“Forecast accuracy went up 11 points in a quarter sentiment-against-close-rate is now a tab on every revenue review.”

Interaction Analytics

Sipho Mahlangu

Compliance Lead

Harborlight Retail

5.0

“Compliance flagged a regulated phrase three minutes after it was said. We caught the issue before legal even heard about it.”

Interaction Analytics

FAQ

Before the warehouse gets the feed.

Coverage scope, agent visibility and the things teams ask before flipping analytics on.

Yes. Voice, video, SMS, WhatsApp, Messenger, Instagram, Telegram and Viber all flow into the same analytics engine.

Get A Free Trial

See your data before you commit

Run analytics on a sample of your real call traffic and decide on what you can measure not on a marketing slide.

Get A Free Trial See Pricing

Sample real call trafficTenant-isolated dataBI export readyNo card required

Continue exploring

Conversations become data you can actually use.

Six layers of data, automatically.

Dashboards your whole org reads.

Not a storage graveyard. A research tool.

Pull the data into the warehouse you already trust.

The folder of recordings finally opens itself.✦

Before the warehouse gets the feed.

Q1.Does this work on chat and social?

Q2.Can we pick which calls get transcribed?

Q3.Can agents read their own sentiment scores?

Q4.Where does the data sit?

Q5.How are flagged phrases configured?

See your data before you commit

Conversations become data you can actually use.

Six layers of data, automatically.

Dashboards your whole org reads.

Not a storage graveyard. A research tool.

Pull the data into the warehouse you already trust.

The folder of recordings finally opens itself.✦

Before the warehouse gets the feed.

Q1.Does this work on chat and social?

Q2.Can we pick which calls get transcribed?

Q3.Can agents read their own sentiment scores?

Q4.Where does the data sit?

Q5.How are flagged phrases configured?

See your data before you commit

The folder of recordings finally opens itself.

The folder of recordings finally opens itself.