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.
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