CALL QUALITY MONITORING

01 Listen · Feedback Sources

Every call scored, every root cause found.

Cloud4Feed connects to the phone system you already use, transcribes every call, scores it for quality and compliance, and links what callers say to your surveys and reviews — all analysed by the same AI engine.

Request a Demo See how it works

Motor Claims · Inbound · 6:42 Agent: Sophie L.Customer: James P. 3rd call this week

Agent

Customer

Frustration rising · 2:10Customer sentiment drops for 40 s

0:00▲ Frustration rising · 2:106:42

0:12Agent“This call is recorded for quality and training.”

2:05Customer“This is the third time I'm calling about my claim. Nobody has told me anything.”

3:30Customer“My card number is [REDACTED].” PII redacted

QA SCORE 72 / 100

Recording notice ✓ Identity verified ✓ Empathy ⚠ Next steps confirmed ✗

Works with your phone system
100% of calls scored
Compliance checks on every call
Root causes across calls, surveys and reviews

Keep your phone system. Add the intelligence.

Scores, root causes, coaching tasks, alerts

Cloud4Feed

Speech-to-textRedactionAI engineAuto QA

Your phone system / contact centre platform

Calls, recordings, queues — as they are today

Manual QA

A handful of calls, picked by hand

Cloud4Feed

Every call, scored the same way

No new PBX, no rip-and-replace. Cloud4Feed reads the recordings and transcripts your platform already produces.

Connect

Plug into the platform you already use.

Connect cloud contact centres and enterprise phone systems by API or webhook. Every recording is transcribed and cleaned of personal data before analysis.

Cloud contact centres

AloTechGrispiOprisusJettelKobiPBX

Enterprise phone systems & CCaaS

GenesysCiscoAvayaNICEKarel

Other conversations

Chat transcriptsVoice AI Telephony Interviews

Third-party names and logos are trademarks of their respective owners, used for identification only. Their use does not imply endorsement.

Calls made by our AI voice agent are scored here too → Voice AI Telephony Interviews

1Recording + metadata

Received by webhook · 4 s after the call ended

2Speech-to-text

Built for real contact-centre audio — Turkish and every language you serve

3Redaction

Card number4417 •••• → [REDACTED] National ID•••••••• → [REDACTED] Date of birth•••• → [REDACTED]

Redact personal data · On by default

4AI engine

The same engine that codes your surveys and reviews.

Connections

CityShield Customer Care → AloTech✓ ConnectedLast sync 2 min ago

Karel (Head Office)Partially connected

Analyse

Know why people call — and what's going wrong.

The same AI engine that reads your surveys and reviews codes every call by topic, sentiment and intent, and groups repeat reasons into root causes.

Every turn, coded

James P. · MC-20418

Customer — “I'm calling about my car claim again.”Claims · Status UpdatesIntent: Status inquiry

Customer — “Nobody has told me anything for two weeks.”Sentiment: negativeEmotion: frustration

Agent — “I completely understand, let me check that for you.”Empathy ✓

Agent — “The assessor's report came in yesterday.”Claims · Assessment

Customer — “So why didn't anyone call me?”Intent: ComplaintRepeat contact

Root causes, clustered

Motor Claims queue · last 30 days

Claim status updates31% Assessor appointment18% Repair shop delays14% Payment timing11% Policy coverage questions9%

✦ 62% of these are repeat callers

Agent talk metrics

Sophie L. · this call

Talk / listen46 : 54

Silence7%

Overlap3 times

Hold1:10

Measured on every call, not a sample.

Spikes, caught early

⚠ Hail damage calls ×3 in 24 h · Motor Claims New topic detected

NEW PHRASEShail dentswindscreencourtesy car

Score

Every call scored. Every rule checked.

Build your own scorecards and compliance checklists — or start from a template — and every call is scored the same way, with the moment that earned each point.

Compliance on every call

Recording notice ✓ Identity verified before sharing policy details ✓ Data protection notice ✓

Every team, every agent

Visible to team leads and QA

Motor Claims78▲4 Home Claims83▲1 Sales & Renewals74▼2Compliance misses ×6

ClaimsSalesRenewalsComplaints+ New scorecard

Motor Claims scorecard · v3

Call: James P. · 6:42

72 / 100

CRITERIONWEIGHTRESULTMOMENT

Greeting & introduction10%✓▶ 0:04

Identity verified before details15%✓▶ 0:40

Empathy & tone20%⚠ partial▶ 2:10

Accurate claim information20%✓▶ 3:05

Next steps & timeline confirmed20%✗—

Closing & recap15%✓▶ 6:20

Scored automatically · Audit trail kept Send to review

Correlate

One root cause. Every channel it shows up in.

Calls, survey comments and reviews are coded with the same topics — so you can see the same problem everywhere it appears, and act before it goes public.

Calls

412“Third time I'm calling about my claim.”Motor Claims queue · last 30 days

Survey comments

96“Had to chase them for every update.”Claims survey · NPS 3

Reviews

38“No updates unless you call.”Google ★★★★★

Claims · Status Updates

Rising in all three · last 30 days

From a private call to a public risk

When a call ends angry and unresolved, Cloud4Feed flags the risk of a bad review — and opens a recovery case instead.

The 'why' behind a score drop

Motor Claims survey · NPS

42 31 −11 pts

Wk 1Wk 2Wk 3Wk 4Wk 5Wk 6Wk 7Wk 8

Related calls (128) → “Still waiting to hear when the repair can start.” “Can someone just tell me where my claim is?” Claims · Status Updates

When survey comments are thin, the calls from the same period fill in the reason.

Callers who never answer surveys still join their 360° profile.

See how it shows up in public reviews → Reputation Management & Social Listening

Act

Turn every call into the next right action.

Low scores become coaching, risky calls become recovery, and spikes become alerts — in the same case management your team already uses.

Call scored 72

Coaching task created

▶ Listen from 5:40

Progress tracked

Next steps confirmed: 61% → 84%

Recovery, with a human in charge

James P. · Review risk high → Call-back scheduled todayAuto Goodwill gesture offeredNeeds approval

Routine follow-ups run automatically. Anything involving money or exceptions waits for a person.

Alerts that open tasks

⚠ Compliance misses ×6 today · Sales & Renewals→ Case #7740 · QA Lead

⚠ Hail damage calls ×3 in 24 h→ Notified · Claims Ops Manager

Every case runs on the same workflow → Workflow & Closing the Loop

Next steps

What happens after every call.

02 · ANALYZE

Hear what every call is telling you.

In a 30-minute walkthrough, we'll show your calls scored, coded and linked to your surveys and reviews.

Request a Demo Talk to sales

Team collaborating around whiteboards in a bright office

Request a Demo

CALL QUALITY MONITORING

01 Listen · Feedback Sources

Every call scored, every root cause found.

Request a Demo See how it works

Motor Claims · Inbound · 6:42 Agent: Sophie L.Customer: James P. 3rd call this week

Agent

Customer

Frustration rising · 2:10Customer sentiment drops for 40 s

0:00▲ Frustration rising · 2:106:42

0:12Agent“This call is recorded for quality and training.”

2:05Customer“This is the third time I'm calling about my claim. Nobody has told me anything.”

3:30Customer“My card number is [REDACTED].” PII redacted

QA SCORE 72 / 100

Recording notice ✓ Identity verified ✓ Empathy ⚠ Next steps confirmed ✗

Works with your phone system
100% of calls scored
Compliance checks on every call
Root causes across calls, surveys and reviews

Keep your phone system. Add the intelligence.

Scores, root causes, coaching tasks, alerts

Cloud4Feed

Speech-to-textRedactionAI engineAuto QA

Your phone system / contact centre platform

Calls, recordings, queues — as they are today

Manual QA

A handful of calls, picked by hand

Cloud4Feed

Every call, scored the same way

No new PBX, no rip-and-replace. Cloud4Feed reads the recordings and transcripts your platform already produces.

Connect

Plug into the platform you already use.

Connect cloud contact centres and enterprise phone systems by API or webhook. Every recording is transcribed and cleaned of personal data before analysis.

Cloud contact centres

AloTechGrispiOprisusJettelKobiPBX

Enterprise phone systems & CCaaS

GenesysCiscoAvayaNICEKarel

Other conversations

Chat transcriptsVoice AI Telephony Interviews

Third-party names and logos are trademarks of their respective owners, used for identification only. Their use does not imply endorsement.

Calls made by our AI voice agent are scored here too → Voice AI Telephony Interviews

1Recording + metadata

Received by webhook · 4 s after the call ended

2Speech-to-text

Built for real contact-centre audio — Turkish and every language you serve

3Redaction

Card number4417 •••• → [REDACTED] National ID•••••••• → [REDACTED] Date of birth•••• → [REDACTED]

Redact personal data · On by default

4AI engine

The same engine that codes your surveys and reviews.

Connections

CityShield Customer Care → AloTech✓ ConnectedLast sync 2 min ago

Karel (Head Office)Partially connected

Analyse

Know why people call — and what's going wrong.

The same AI engine that reads your surveys and reviews codes every call by topic, sentiment and intent, and groups repeat reasons into root causes.

Every turn, coded

James P. · MC-20418

Customer — “I'm calling about my car claim again.”Claims · Status UpdatesIntent: Status inquiry

Customer — “Nobody has told me anything for two weeks.”Sentiment: negativeEmotion: frustration

Agent — “I completely understand, let me check that for you.”Empathy ✓

Agent — “The assessor's report came in yesterday.”Claims · Assessment

Customer — “So why didn't anyone call me?”Intent: ComplaintRepeat contact

Root causes, clustered

Motor Claims queue · last 30 days

Claim status updates31% Assessor appointment18% Repair shop delays14% Payment timing11% Policy coverage questions9%

✦ 62% of these are repeat callers

Agent talk metrics

Sophie L. · this call

Talk / listen46 : 54

Silence7%

Overlap3 times

Hold1:10

Measured on every call, not a sample.

Spikes, caught early

⚠ Hail damage calls ×3 in 24 h · Motor Claims New topic detected

NEW PHRASEShail dentswindscreencourtesy car

Score

Every call scored. Every rule checked.

Build your own scorecards and compliance checklists — or start from a template — and every call is scored the same way, with the moment that earned each point.

Compliance on every call

Recording notice ✓ Identity verified before sharing policy details ✓ Data protection notice ✓

Every team, every agent

Visible to team leads and QA

Motor Claims78▲4 Home Claims83▲1 Sales & Renewals74▼2Compliance misses ×6

ClaimsSalesRenewalsComplaints+ New scorecard

Motor Claims scorecard · v3

Call: James P. · 6:42

72 / 100

CRITERIONWEIGHTRESULTMOMENT

Greeting & introduction10%✓▶ 0:04

Identity verified before details15%✓▶ 0:40

Empathy & tone20%⚠ partial▶ 2:10

Accurate claim information20%✓▶ 3:05

Next steps & timeline confirmed20%✗—

Closing & recap15%✓▶ 6:20

Scored automatically · Audit trail kept Send to review

Correlate

One root cause. Every channel it shows up in.

Calls, survey comments and reviews are coded with the same topics — so you can see the same problem everywhere it appears, and act before it goes public.

Calls

412“Third time I'm calling about my claim.”Motor Claims queue · last 30 days

Survey comments

96“Had to chase them for every update.”Claims survey · NPS 3

Reviews

38“No updates unless you call.”Google ★★★★★

Claims · Status Updates

Rising in all three · last 30 days

From a private call to a public risk

When a call ends angry and unresolved, Cloud4Feed flags the risk of a bad review — and opens a recovery case instead.

The 'why' behind a score drop

Motor Claims survey · NPS

42 31 −11 pts

Wk 1Wk 2Wk 3Wk 4Wk 5Wk 6Wk 7Wk 8

Related calls (128) → “Still waiting to hear when the repair can start.” “Can someone just tell me where my claim is?” Claims · Status Updates

When survey comments are thin, the calls from the same period fill in the reason.

Callers who never answer surveys still join their 360° profile.

See how it shows up in public reviews → Reputation Management & Social Listening

Act

Turn every call into the next right action.

Low scores become coaching, risky calls become recovery, and spikes become alerts — in the same case management your team already uses.

Call scored 72

Coaching task created

▶ Listen from 5:40

Progress tracked

Next steps confirmed: 61% → 84%

Recovery, with a human in charge

James P. · Review risk high → Call-back scheduled todayAuto Goodwill gesture offeredNeeds approval

Routine follow-ups run automatically. Anything involving money or exceptions waits for a person.

Alerts that open tasks

⚠ Compliance misses ×6 today · Sales & Renewals→ Case #7740 · QA Lead

⚠ Hail damage calls ×3 in 24 h→ Notified · Claims Ops Manager

Every case runs on the same workflow → Workflow & Closing the Loop

Next steps

What happens after every call.

02 · ANALYZE

More feedback sources

Hear what every call is telling you.

In a 30-minute walkthrough, we'll show your calls scored, coded and linked to your surveys and reviews.

Request a Demo Talk to sales

Every call scored, every root cause found.

Keep your phone system. Add the intelligence.

Scores, root causes, coaching tasks, alerts

Cloud4Feed

Your phone system / contact centre platform

Manual QA

Cloud4Feed

Plug into the platform you already use.

Cloud contact centres

Enterprise phone systems & CCaaS

Other conversations

1Recording + metadata

2Speech-to-text

3Redaction

4AI engine

Connections

Know why people call — and what's going wrong.

Every turn, coded

Root causes, clustered

Agent talk metrics

Spikes, caught early

Every call scored. Every rule checked.

Compliance on every call

Every team, every agent

Motor Claims scorecard · v3

One root cause. Every channel it shows up in.

Calls

Survey comments

Reviews

Claims · Status Updates

From a private call to a public risk

The 'why' behind a score drop

Turn every call into the next right action.

Call scored 72

Coaching task created

Progress tracked

Recovery, with a human in charge

Alerts that open tasks

What happens after every call.

Conversation & Text Intelligence

AI Insights & Predictive Analytics

Workflow & Closing the Loop

More feedback sources

Hear what every call is telling you.

Every call scored, every root cause found.

Keep your phone system. Add the intelligence.

Scores, root causes, coaching tasks, alerts

Cloud4Feed

Your phone system / contact centre platform

Manual QA

Cloud4Feed

Plug into the platform you already use.

Cloud contact centres

Enterprise phone systems & CCaaS

Other conversations

1Recording + metadata

2Speech-to-text

3Redaction

4AI engine

Connections

Know why people call — and what's going wrong.

Every turn, coded

Root causes, clustered

Agent talk metrics

Spikes, caught early

Every call scored. Every rule checked.

Compliance on every call

Every team, every agent

Motor Claims scorecard · v3

One root cause. Every channel it shows up in.

Calls

Survey comments

Reviews

Claims · Status Updates

From a private call to a public risk

The 'why' behind a score drop

Turn every call into the next right action.

Call scored 72

Coaching task created

Progress tracked