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TelcoCentric Reporting — Enterprise

Every call, transcribed, scored and searchable

A reporting and quality platform for 3CX, built and run by us. Calls are transcribed with the speakers separated, scored against your criteria, and analysed for tone and conversation dynamics — processed on our own hardware in Australia, with no per-minute charges and no transcription limits.

  • Unmetered transcription and AI analysis
  • Data stays in Australia, on our infrastructure
  • Deploys against your existing 3CX schedules
  • Included in your managed service

Australian-hostedour hardware, our support

The platform

What the platform does

  • Reporting across the whole system

    Calls, queues, agents, extensions and inbound numbers, with SLA and after-hours reporting driven by your actual 3CX schedules.

  • Visual call-flow maps

    See the route a call really takes through menus, queues, timeouts and overflow — instead of reading it out of a configuration screen.

  • Missed-call callback lists

    Everyone who did not get through, in one list, so nobody is left to chance. Plus live wallboards and scheduled reports.

  • Transcription that separates the speakers

    Agent and caller are clearly distinguished, and playback is word-synced — click any word to jump to that moment in the call.

  • AI summaries and searchable transcripts

    Ask what happened on a call without listening to it, and search across every call you have ever taken.

  • Automatic QA scorecards

    Every call scored against your criteria, with coaching notes — rather than the two per agent per month someone has time to review by hand.

  • Conversation analysis

    Talk ratio, interruptions, dead air, pace and response time, so coaching is based on what happened rather than on impressions.

  • Vocal tone analysis

    Anger, stress, anxiety, energy and positivity — including detection of when someone’s tone does not match the words they are using.

  • Payment and personal data masked automatically

    Card numbers and personal information are detected, masked in the transcript and removed from the audio, so recordings are safe to keep.

Australian, and unmetered

Why we built it ourselves

The alternatives charge per minute for transcription and per seat for AI, which means the more you use them the more careful you become about using them — exactly backwards. Ours runs on TelcoCentric hardware in Australia, so there is no meter running, no volume to budget for, and no question about where recordings of your customers are stored.

Who it is for

Where it earns its keep

Contact centres and any team where the phone is the front door. The missed-call list alone tends to pay for it in the first month, because it turns "we were busy" into a list of people to ring back. After that it is the QA scorecards: coaching everybody on every call rather than the handful someone had time to listen to.

Recording safely

Compliance without the manual work

Automatic masking of payment and personal information means call recordings can be retained without becoming a liability, and the SLA and after-hours reporting uses the schedules already configured in your system rather than a second set someone has to keep in step.

What our customers say

Reviews as published, with a link back to the original.

  • Great company to deal with, service and support is absolutely first class, have landline phones, mobiles and internet with these guys and it's a breeze. Highly recommend.
  • The team at TelcoCentric go above and beyond! If we have an issue, which can happen with the good old internet, they are either remotely sorting it for us or sending someone out. Couldn't recommend them highly enough! Thanks Ari and Jake especially although it is the whole team I'm sure.
  • Luke and the team (Lee, Maruf and support crew) have been a great help setting up our phone system for our trade company in NSW with 35+ staff. They have been very responsive and helpful and it’s probably been the smoothest transition between phone systems I’ve ever had. Thanks team! I’m looking forward to working with you from now on.
  • We would like to extend our sincere thanks to Luke and the entire TelcoCentric team for their exceptional expertise, professionalism and support throughout the installation of our new phone and fax-to-email system. From the outset, the team made what could have been a complex process remarkably straightforward. They took the time to understand our requirements, provided clear and practical guidance, and were consistently available to answer our questions and assist whenever needed. Their extensive knowledge, patience and attention to detail were evident throughout the entire process. They went above and beyond to ensure we had a solution that was not only reliable and efficient, but also perfectly suited to our business needs. We were particularly impressed with the support we received when relocating to a new premises. The transition was handled seamlessly, with the team ensuring everything was coordinated and operational with minimal disruption. The entire TelcoCentric team has been exceptional to deal with; professional, responsive, knowledgeable and genuinely committed to delivering outstanding customer service. It is refreshing to work with a company that takes the time to listen, provides personalised solutions and consistently goes the extra mile for its customers. A special thank you to Luke and the whole TelcoCentric team for making the entire experience so seamless and for looking after us every step of the way. We are extremely pleased with our new system and would have no hesitation in highly recommending TelcoCentric to anyone looking for a professional, reliable and customer-focused telecommunications provider. Thank you again, Luke and the TelcoCentric team, for your outstanding service. ⭐⭐⭐⭐⭐
  • We recently brought our phone system into the 21st century, and the switch has been fantastic. From the first call, the team was responsive, professional, and genuinely helpful in getting everything set up. The onboarding process was smooth and well communicated — no confusing back-and-forth, no chasing people for updates. They walked us through each step clearly and made sure everything was working correctly. Even when we changed our plan partway through, the team was ready and willing to help at every point — nothing was too much trouble. What really stood out was the customer service. Every query we had was answered quickly, and the team clearly knew what they were doing. It's rare to find a provider that's this easy to deal with, especially for a business switch that can often be a headache. Highly recommend if you're looking for a telco provider that actually delivers on service and support.
  • The whole team at TelcoCentric have been fantastic. The support we've received throughout the process has been great. Definitely recommend!
  • We recently engaged Telcocentric to install our new phone system, and the experience exceeded our expectations from start to finish. The team was professional, knowledgeable, and highly responsive throughout the entire process. They took the time to understand our business requirements, provided clear recommendations, and delivered a seamless transition with minimal disruption to our operations. The installation was completed efficiently and on schedule, and their training and ongoing support have been exceptional. We would highly recommend Telcocentric to any business looking for a professional telecommunications provider. Thank you to the entire Telcocentric team for a fantastic job and for making what could have been a complex project straightforward and stress-free. Mark Lenartowicz Proficient Fire Protection
  • We have fantastic experience with telcocentic, their team is professional and incredibly knowledgeable. They made the process seamless and stressfree.
  • Great company to deal with

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