Now with agent evaluation, coaching and AI role-play
Hear every call.
Develop every agent.
Call Centre CX listens to all of your calls, in the languages your customers speak, scores every agent fairly against an internationally aligned scorecard, and turns the results into coaching, training and realistic practice that measurably lift performance.
- Powered by Google Gemini AI
- African and world languages
- Aligned with ISO 18295-1 and ISO 10002
- UK ICO registered · Cyber Essentials
2 to 5%
of calls is all most quality teams can review by hand. The rest go unheard, and so do the agents who made them.
100%
of your recorded calls analysed and scored with Call Centre CX, with the same criteria applied to every agent, every shift.
One loop
from score to coaching to practice to proof, so improvement is planned, tracked and visible, not left to chance.
See it in action
The real platform, in 50 seconds
From a single complaint to the pattern behind hundreds of calls: summaries, live sentiment, agent scorecards and AI insights.
How it works
From every call to a better agent
Call Centre CX is built for contact centre managers, quality and training teams and team leaders, around one improvement loop.
- 1
Measure
Every call is scored against your scorecard, with each score linked to the moment in the call it rests on.
- 2
Diagnose
Skill profiles and trends show each agent's strengths and gaps, and the training needs across teams.
- 3
Coach
Team leaders get AI-prepared coaching sessions with the right calls, questions and an agreed action plan.
- 4
Practise
Agents work through clip playlists, quizzes and role-play with realistic AI customers, by text or voice.
- 5
Verify
Scores before and after each coaching action show whether it worked, by skill, by team and by coach.
Agent evaluation
Quality scoring your agents can trust
Score every agent on every call against a clear, behaviourally anchored scale, with evidence for each score and safeguards that keep the results fair.
Every call scored, not a sample
Behaviourally anchored 1 to 5 scorecards, with built-in templates for customer service, complaint handling and sales, aligned with ISO 18295-1 and ISO 10002. Edit them or build your own.
Calibrated from day one
Each call is scored in independent AI passes. Where they disagree, the item is marked low confidence, kept out of totals and sent for human review. Supervisors can double-score calls to check accuracy.
Fair to agents
Hard calls and issues outside the agent's control are flagged, not counted against them. An item is used for performance only once it has proved stable over enough calls. Compliance items always count.
Transparent and open to challenge
Agents see their own scores and the evidence behind them, can review their own calls first and dispute any score. Every change is audited. There is no public leaderboard.
Coaching
Coaching that is prepared, agreed and proven
Team leaders spend their time coaching, not searching for calls. Every session has evidence, an agreed action and a measured result.
AI coaching preparation
For any agent and skill, the AI picks the calls and moments that show the pattern, plus one good example, and drafts coaching questions and a suggested action.
Action plans that stick
Agreed actions with follow-up dates. Agents acknowledge them and add their own comments in their portal.
Proof of impact
Each action's skill score before and after, and a report of improvement by skill, team and coach.
Team training needs
The scorecard items most often missed across a team, and an AI-written training plan built from the numbers.
Training and practice
Let agents practise on AI customers, not real ones
New starters and experienced agents rehearse difficult calls with simulated customers who know your products and policies, then get scored feedback straight away.
Role-play with AI customers
Agents practise with simulated customers who have a persona, a mood and a goal, in text chat or real-time voice. Each session is scored on your own scorecard.
Built from your knowledge base
Import your most-asked questions and procedures from Excel, CSV, Word and PDF files, or point us at your website. Scenarios come from your real call themes.
Playlists, quizzes and tracks
Curate clips of great and poor calls, add AI-written quizzes, and build onboarding tracks: playlist, then role-play, then live calls at a target score.
An agent portal for every agent
Each agent signs in to see their own scores, trend against the team median, coaching, assignments and practice. Nothing about anyone else.
Role-play is available in English first, with more languages to follow.
Call insight
Know what your customers are telling you
Every call is transcribed, translated, scored for sentiment and effort and summarised, so you see the issues behind your calls the day they start.
Transcribed and translated
Full transcripts with speakers, and an English translation of every call, whatever languages were spoken.
Sentiment and customer effort
Every call gets a sentiment score from 1 to 10, a customer effort score from 1 to 5, its themes and a business summary in English.
AI insights across calls
Find the patterns behind hundreds of calls at once: findings rated by severity, with example calls, root causes and prioritised fixes.
Escalations as they happen
Calls that breach your sentiment or effort thresholds are sent straight to your team by email or to your systems by webhook.
Reports for every audience
Dashboards by period, CX reports and scheduled email reports for managers who never log in.
Personal data redacted
Card numbers, ID numbers and other personal details can be redacted from transcripts and summaries automatically.
Language flexibility
Your customers' languages, including Africa's
Customers do not switch to English for your quality team. Call Centre CX uses Google's Gemini AI to understand calls in African and world languages, including calls that move between languages mid-sentence.
- Mixed-language calls. The language mix of each call is detected and recorded, for example siSwati 70% and English 30%.
- Everything in English too. Summaries, scores and an English translation of each transcript, so one quality team can review every market.
- Tuned to your country. Set the languages your customers speak so the AI listens for them first.
Southern Africa
- Afrikaans
- isiZulu
- isiXhosa
- siSwati
- Sesotho
- Sepedi
- Setswana
- Xitsonga
- Tshivenda
- isiNdebele
Zambia, Malawi and East Africa
- Swahili
- Chichewa (Nyanja)
- Bemba
- Tonga
- Lozi
- Tumbuka
- Yao
- Lunda
- Kaonde
- Luvale
West, Central and the Horn of Africa
- Amharic
- Hausa
- Yoruba
- Igbo
- Nigerian Pidgin
- Shona
- Kinyarwanda
And world languages, including
- English
- French
- Portuguese
- Arabic
- Spanish
- German
- Italian
- Dutch
- Hindi
- Urdu
- Bengali
- Tamil
- Chinese (Mandarin)
- Chinese (Cantonese)
- Japanese
- Korean
- Turkish
- Russian
Speech recognition and translation are provided by Google's Gemini AI. Accuracy varies with the language, accents and line quality, so we test with your own recordings during a pilot.
Who it is for
For contact centres where every conversation counts
In-house and outsourced contact centres, from a single team of 20 agents to multi-country operations.
- Banking and financial services
- Mobile networks and telecoms
- Insurance
- Utilities
- Clinics and hospitals
- Government and public bodies
- Outsourced contact centres (BPO)
- Retail and e-commerce
AI and API
Fits the systems you already run
Send recordings from your telephony platform, PBX or recording system automatically, and push results into your CRM, helpdesk or workforce tools.
- REST API for uploading recordings, with your own reference on each call.
- Signed webhook callbacks for escalations, with automatic retries.
- API keys you can rotate yourself, and a developer guide with examples.
- Works with recordings from any phone system, in WAV or MP3.
curl -X POST https://www.callcentrecx.com/api/v1/webhook/upload \
-H "X-API-Key: $CALLCENTRECX_KEY" \
-F "file=@call-0193.wav" \
-F "external_ref=CRM-55821" \
-F "agent_id=AG-104"
{ "recording_id": "8f1c…", "status": "pending" }Security and privacy
Built for regulated industries
Call recordings hold your customers' personal data. We treat them that way.
Your data kept apart
Every organisation's data is separated, and each company signs in at its own address with its own branding.
Two-factor sign-in
Codes by email or an authenticator app, role-based access for admins, analysts, team leaders, viewers and agents.
A complete audit trail
Sign-ins, settings changes, score changes and views of agents' records are logged with who, what, when and where.
Certified and registered
ESJ Software is UK ICO registered (ZA908334) and Cyber Essentials certified. Encrypted connections throughout.
Pricing
A quotation built around your contact centre
Every contact centre is different, so we do not publish a price list. Tell us about your team and we will prepare a quotation for the features you need.
Your quotation takes into account
- The number of agents and team leaders
- Your monthly call volumes
- The features you switch on: call insight, quality scoring, coaching, agent portal and role-play
- The languages you need
- Integration with your phone and recording systems
- Onboarding, scorecard set-up and training for your team
Getting started
Live in weeks, not months
- Step 1
Talk to us
Tell us about your contact centre, your goals and your languages.
- Step 2
Pilot on your calls
We analyse a set of your own recordings so you can judge the results.
- Step 3
Set up
Your company address and branding, scorecard, teams, agents and thresholds.
- Step 4
Go live
Calls flow in automatically and your teams start scoring, coaching and practising.
FAQ
Questions we are often asked
How is this different from a speech analytics tool?
Speech analytics tells you what happened on your calls. Call Centre CX also tells you what to do about it: it scores each agent fairly, prepares coaching, gives agents practice with realistic AI customers and then shows whether their scores improved.
Which languages do you support?
Call Centre CX uses Google's Gemini AI to listen to calls, so it works with the languages Gemini understands, including many African languages and calls that switch between languages. Every call is translated into English for reporting. Accuracy depends on the language, accents and line quality, so we test with your own recordings during a pilot.
Can we trust AI scores for performance reviews?
Each call is scored more than once, independently, and only scores the AI agrees with itself on count. Every score links to the moment in the call that supports it. An item becomes usable for performance only after it has been stable over at least 20 calls, and your supervisors can double-score calls to check the AI against people. Agents can dispute any score.
How do our recordings get to Call Centre CX?
Upload them in the browser, or have your telephony or recording system send them automatically through our API. Results can be pushed back to your systems by webhook.
Do agents need their own logins?
Yes, if you switch on the agent portal. Agents sign in at your company's own address and see only their own scores, coaching, assignments and practice.
Which features can we choose?
Call analysis is always included. Quality scoring, the agent portal, text role-play and voice role-play are each switched on by your administrator when you are ready.
How much does it cost?
We quote for each organisation, based on your number of agents, your call volumes and the features you want. Contact sales for a quotation.
Can we try it first?
Yes. We run pilots on your own recordings so you can see the scoring, insights and language quality on real calls before you commit.
Contact sales
See Call Centre CX with your own calls
Book a demo, request a quotation or ask about a pilot. Our team will get back to you within 24 hours.
- Phone
- +44 207 859 4716
- Address
- ESJ Software Limited, 20-22 Wenlock Road, London N1 7GU, United Kingdom
- Already a customer?
- Sign in at your company's own address, for example yourcompany.callcentrecx.com.
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