Aurus team introduces PhoneUP 5.8, a major update to our call recording and conversation analytics solution. The new version introduces LLM-powered speech analytics and automated quality management (AQM) capabilities – transforming call recordings into structured, actionable business data.
The new AI-driven speech analytics functionality enables organizations to analyze 100% of recorded calls and extract valuable insights automatically.
AI-powered speech analytics is beneficial for:- Contact centers – to identify bottlenecks, optimize scripts, and automate quality management.
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Security team – to detect anomalies, risks and compliance breaches faster through automated conversation analysis.
- Sales department – to understand where deals remain unresolved, which objections fail and how to improve processes.
- Marketing team – to capture the true voice of the customer, understand competitive comparisons and eliminate ineffective budget spending.
- Other departments – to analyze 100% of call recordings and extract valuable information.
A key breakthrough in call analysis is the integration with LLM, enabling both fully automated and hybrid AI-based call reviews using flexible, configurable evaluation parameters.
LLM capabilities also allow users to extract insights directly within the recording player interface – generating concise call summaries and precise answers instantly, without manually listening to the entire conversation.
Enhanced call review capabilities
Calls are analyzed using flexible, fully configurable review forms. If the LLM cannot confidently provide an answer, the request is automatically routed to a reviewer for manual evaluation.
Within the “Review forms”, users can configure custom attributes that do not affect the operator’s score (selectable values, numeric fields, free-text), significantly increasing analytical depth and flexibility.
The new “Examine a Question” report has been added, providing analytics on any characteristic of the review form, whether it be contact center inquiry types, the most frequently discussed offers, etc.
Automatic call tagging is also available: tags are assigned to calls based on customizable call characteristics such as call topic, sentiment score, script compliance, etc.
Quality management functionality now supports both manual and LLM-based agent evaluation.
With the hybrid assessment model:
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100% of interactions are analyzed automatically by AI.
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Detected anomalies and deviations are routed to a QM manager for manual review.
The new “Agent’s ranking” report enables instant team performance assessment based on any selected criteria. The LLM analyzes the complete call dataset, while PhoneUP generates an interactive visual ranking with clickable elements.
The new “Appeals count” report provides statistics on appeals by team and by individual agent.
Agent evaluation scores are now displayed directly within the recording list for immediate visibility.
Assessment forms now support advanced scoring rules:
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“Zeroing” rule – assigns 0 points if a critical violation is detected
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“Additive” rule – assigns the maximum score independently of other answers.
Histogram visualizations are now available in all reports to enhance data clarity.
The review list includes an advanced filter panel for fast sorting and precise searching.All reports support flexible grouping by standard time periods: day, week, month, quarter, and year.
Speech markers are now unified with custom tags and displayed in a single consolidated list, simplifying review and tag management.
AI-driven speech analytics in PhoneUP 5.8 goes far beyond traditional call monitoring. It empowers contact centers, information security teams, sales, marketing, and other business units with:
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In-depth agent performance evaluation
- Proactive risk detection
- Automated call summaries
- Insight extraction based on any defined business criteria
These capabilities define the core value of PhoneUP 5.8.
Would you like to see how the new PhoneUP 5.8 tools can help solve your business challenges?
Contact us to schedule a personalized live demo. We will show PhoneUP 5.8 in the context of your specific business needs.
Lets talk.
