Introduction
Manual quality-assurance can’t keep up with modern call volumes: analysts typically listen to barely one percent of interactions and spend up to five times the call length scoring each one. This limited sample lets compliance risks, churn triggers, and coaching opportunities slip through the cracks. Eclipto replaces that guesswork with fully automated scoring and real-time feedback—while charging only for the hours of audio you upload.
High-Stakes Pain Points Eclipto Eliminates
Blind Spots: With only 1 % of calls reviewed, systemic issues remain hidden until they erupt in churn or fines.
Costly Human Labor: A single QA specialist costs around $20 per hour and can evaluate at most 4–6 calls per hour.
Slow Coaching Loops: Agents often wait days for feedback, making it harder to correct habits in real time.
Revenue Risk: Poor service drives an annual $75 billion loss for U.S. companies and 52 % of customers switch after one bad experience.
Eclipto’s AI pipeline converts every recording into an objective scorecard within minutes, closing visibility gaps and delivering actionable coaching when it matters—right after the call.
User Flow: From First Email to Actionable Insights
Step 1 – Connect via Email
Prospects simply email our team, and we spin up a secure Eclipto workspace in less than 12 hours — contracts, or IT lift required.
Step 2 – Create Operator Profiles
Admins add each agent’s name and role. This metadata feeds the dashboard and lets managers benchmark agents against relevant peers.
Step 3 – Design Weighted QA Templates
Build question lists like “Did the agent greet the caller?” or “Did they confirm the restaurant’s city?” and assign custom weights so mission-critical behaviors influence the final KPI more heavily.
Step 4 – Upload Audio & Select Template
Add any common audio file, pick the relevant operator and template. Eclipto’s ASR engine transcribes speech with >92 % accuracy even in noisy environments.
Step 5 – Instant, Detailed Scorecard
Within minutes, the LLM returns a transcript, yes/no scores for each question, KPI, sentiment flags, and concrete coaching tips—ready to share with the agent or export to BI.
Step 6 – Track KPIs & Trends
Supervisors view team or individual dashboards: average score and KPI.
Data Security & Deployment Options
End-to-End Encryption: All data travels over TLS 1.2+ and rests under AES-256 disk encryption.
Zero-Trust Controls: Access tokens expire quickly; every request is re-authenticated.
No Third-Party Sharing: Audio, transcripts, and scores stay in isolated tenant storage and are never sold or passed to outside vendors.
Flexible Hosting: Choose multi-tenant SaaS in our EU data centers, a dedicated VPC, or a fully on-prem install on your own servers—migration paths between models are seamless.
Why Pay-Per-Audio-Hour Wins
Because Eclipto bills only for processing time, QA costs scale predictably with call volume — often 80 % cheaper than staffing additional analysts. You add new agents or languages simply by uploading more audio.
Market Momentum & Competitive Edge
The speech-analytics market hit $4.31 billion in 2024 and is on track for $13 billion by 2032, yet only 30 % of contact centers deploy AI at scale. Early adopters therefore gain massive visibility, compliance, and CX advantages.
Implementation Tips
Pilot One Queue: Benchmark KPIs, then roll out across the floor.
Iterate Weights: Adjust template weights monthly to align with evolving business goals.
Conclusion
Eclipto converts every customer conversation into clear, weighted KPIs and instant coaching, closing blind spots, reducing churn, and cutting QA costs. Email us today for a live demo — pay only for the calls you analyze.