TotalView AI offers an AI‑driven platform that automatically transcribes and analyses every call center recording, flagging churn signals, compliance gaps, competitor mentions, and coaching opportunities. The system provides real‑time dashboards, smart review queues, and audit‑ready reports, enabling QA managers and compliance officers to achieve full call coverage and reduce manual review time.
Funding
Funding not disclosed
Founders
Product
Problem
Call centre quality assurance teams typically review only a tiny fraction of recorded calls due to the high cost and time required for manual transcription, scoring, and compliance checks. This limited coverage creates blind spots, delays detection of churn signals, compliance violations, and coaching opportunities, leading to higher churn, regulatory risk, and inefficient agent development.
Solution
TotalView AI provides an AI‑driven platform that automatically ingests call recordings via upload or real‑time API, transcribes them with speaker diarization, and evaluates each conversation against custom quality, compliance, and business‑intelligence criteria written in plain English. The system scores every call, flags churn indicators, competitor mentions, and regulatory gaps, and surfaces actionable insights through dashboards, smart review queues, and natural‑language analytics. Agents and managers receive continuous performance metrics, coaching recommendations, and audit‑ready evidence, while compliance officers obtain instant proof of adherence. The platform delivers 100 % call coverage, reduces manual QA time by up to 85 %, and scales without additional hires.
Target Audience
Primary customers are call centre QA managers, compliance officers, operations directors, and training leaders in mid‑size to large contact‑center organizations that need comprehensive, automated call analysis and agent coaching.
Features
- Automatic transcription with 99.2 % accuracy and speaker diarization for all audio formats (MP3, WAV, M4A, MP4)
- Customizable quality checks written in plain English, with severity levels and auto‑flagging of low scores or critical failures
- Smart review queue that surfaces only calls needing human attention, handling the rest via AI
- Agent performance dashboards showing trends, leaderboards, scorecards, and side‑by‑side call comparisons for data‑driven coaching
- Compliance audit trail with real‑time alerts, evidence timestamps, and export‑ready reports for regulators
- Business‑intelligence analytics that detect churn signals, competitor mentions, sentiment trends, and feature requests across the entire call corpus
- API and integration support for major phone systems (Five9, Genesys, NICE, Talkdesk, RingCentral, Aircall, Dialpad, Zendesk) and seamless export to BI tools
- AI Copilot that answers natural‑language queries (e.g., “Why are customers churning this week?”) and generates executive summaries on demand