Intelligent call
processing
Every call your business makes or receives is transcribed, summarised, and written into your CRM automatically. Action items are extracted from every conversation and presented for approval before anything enters your task system.
What you get
Every call captured. Every action approved.
- Every call transcribed on-premises — inbound and outbound, no cloud dependency
- CRM call record created automatically — summary format configurable per client
- Action items extracted from every call and presented for human approval before entering your task system
- Tamper-evident archive: SHA256 hash of each recording at ingestion — any alteration is detectable
- Optional cryptographic signing for regulated industries — FCA, MiFID II
- Retention policy configurable per client
- No changes to how calls are made or recorded — works with your existing phone system
- Fully on-premises — recordings and transcripts never leave your network
How it works
From recording to CRM — automatically.
When a recording is complete, it's picked up automatically — from a monitored folder or your telephony system's webhook. The recording is hashed at ingestion. That hash is the evidential anchor: any subsequent alteration to the file is detectable by recomputing it. The recording is then stored in the compliance archive alongside that hash.
Transcription runs on your own hardware using an on-premises AI engine, producing a timestamped transcript with speaker labels. The transcript is analysed: a summary is generated in the format you've configured, action items are extracted as structured data, and the relevant CRM contact is identified by matching participant details against your contact list.
Action items go to a review queue. A notification shows each one individually, with a single click to approve or dismiss. Approved items are written to your CRM tasks or calendar. No task or calendar entry is created automatically — a person makes every decision.
Summary format, action item categories, and CRM field mapping are configurable per client. The same pipeline produces a brief two-sentence call note for one client and a detailed structured record for another.
Optional capability
Conversation intelligence.
An optional extension analyses call recordings for emotional arc and agent performance. Every call receives a lightweight pass: opening mood, trajectory, and close are written into the CRM call record automatically.
Calls that meet escalation criteria — unresolved customer frustration, poor agent handling, volatile sentiment, or genuinely exceptional performance — receive a detailed turn-by-turn analysis. A structured coaching note is generated for the team leader, identifying specific moments and behaviours with improvement suggestions.
This extension runs on the same on-premises infrastructure and adds no external dependencies.
- Emotional arc logged for every call — opening mood, trajectory, and close written into CRM
- Calls meeting escalation criteria automatically identified for detailed analysis
- Turn-by-turn breakdown on flagged calls — precise moments of escalation or resolution identified
- Structured coaching notes generated for team leaders, with specific improvement suggestions
- Exceptional performance surfaced alongside problems — positive examples for training, not just corrections
Compliance archive
A defensible record of every call.
Recordings and transcripts are stored with a SHA256 hash of the original at ingestion. Any subsequent alteration to a recording is detectable by recomputing that hash against the stored value.
For businesses with regulatory obligations — financial services firms under FCA oversight, or those subject to MiFID II — transcripts can be cryptographically signed. This provides a higher standard of evidential integrity for regulated communications.
The archive is queryable by participant, date range, duration, direction, and CRM contact. Retention policy is configurable per client.
Suited to
Professional services practices, customer service teams, sales teams, and financial services firms with compliance obligations under FCA or MiFID II.
Ready to talk?