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Vocametrics:The Ultimate AI Solution for Call Transcription and Analysis

What is Vocametrics?

Vocametrics is an advanced call analytics platform built by Newcom Inc., designed to work seamlessly with Cloudxentral Cloud PBX and Contact Center solutions. It listens to your calls not as a person would, but as an intelligent system that captures, transcribes, analyzes, and scores every conversation in real time.

Every call that flows through your Cloudxentral phone system becomes a source of insight: customer sentiment, agent performance, call quality, compliance risks, and operational trends all surfaced automatically, with no manual effort.

Vocametrics is not a bolt-on third-party tool. It is purpose-built infrastructure that integrates directly with your PBX at the network and signaling level, delivering a depth of analysis that generic call analytics products simply cannot match.

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Why Vocametrics?

The Problem

Most businesses have no idea what happens on their phone calls. Supervisors listen to a handful of recordings. Agents get feedback based on gut feeling. Quality issues go undetected until customers leave. Compliance violations hide in thousands of hours of unreviewed conversations.

Your phone system captures CDRs — timestamps, durations, who called whom. But a CDR tells you that a call happened. It doesn’t tell you what happened.

The Solution

Vocametrics closes that gap. Every call is automatically:

  • Transcribed in the language it was spoken — with word-level accuracy and speaker identification
  • Analyzed for sentiment — tracking how emotions evolve from the first word to the last
  • Summarized into a concise, structured recap — reason for calling, key points discussed, resolution, outcome
  • Scored for quality — network metrics (MOS, jitter, packet loss) alongside conversation quality
  • Scanned for compliance — detecting and redacting credit card numbers, social security numbers, and 10 other categories of sensitive data

All of this happens automatically, within seconds of the call ending. No configuration per call. No manual tagging. No listening to recordings.

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Why Vocametrics?

What Is Vocallia

Las llamadas son más que palabras: son datos

Las conversaciones con clientes, socios y equipos contienen valiosos conocimientos comerciales. Without AI-powered transcription and analytics, businesses miss out on crucial trends, service inefficiencies, and potential revenue opportunities. Vocametrics ensures every call is transcrito, categorizado y analizado con precisión, permitiendo a las empresas hacer decisiones más rápidas e inteligentes basado en interacciones reales con el cliente.

Why Vocallia

Más allá de la transcripción: comprensión impulsada por la IA

Capturing words is just the beginning. Vocametrics identifica temas clave, rastrea la calidad del servicio, detecta la opinión del cliente y señala problemas potenciales antes de que se intensifiquen. De reducir la deserción a identificar oportunidades de capacitación, Vocametrics helps businesses adelantarse a los problemas y optimizar sus estrategias de participación del cliente.

Core Capabilities

AI Transcription

AI Transcription — 25 Languages, Zero Setup

Vocametrics transcribes calls using GPU-accelerated speech recognition running on dedicated infrastructure in our data center. Not a cloud API with per-minute charges dedicated AI hardware that processes your calls at 56x real-time speed.

What this means in practice:

  • A 5-minute call is fully transcribed in under 8 seconds
  • 25 European languages supported, including Spanish, English, Portuguese, French, German, Italian, Dutch, and more
  • Automatic language detection no need to configure language per extension or account
  • Word-level timestamps synchronized with the call recording
  • Separate transcription per speaker (caller vs. called party) using stereo channel processing
  • Confidence scoring on every word for quality assurance

Built for the Americas and Europe. Native support for Spanish, English, and Portuguese means Vocametrics handles the multilingual reality of contact centers serving Latin America, the US, and Europe without switching models or configurations.

Sentiment Analysis — Understand How Your Customers Feel

Every call receives a sentiment analysis that goes far beyond “positive” or “negative.” Vocametrics tracks the sentiment journey — how emotions shift throughout the conversation.

  • Per-speaker sentiment: Separate analysis for the customer and the agent
  • Emotion detection: Happy, satisfied, frustrated, angry, confused, grateful, anxious, neutral
  • Confidence scoring: Every sentiment classification includes a confidence metric
  • Topic-weighted analysis: Sentiment is interpreted in context — a complaint that ends in resolution scores differently than one that ends in escalation
  • Trend tracking: See sentiment patterns across agents, teams, time periods, and customer segments

Use case: A contact center manager notices that Tuesday afternoon calls consistently score lower in sentiment. Investigation reveals a staffing gap causing longer hold times. Problem identified without listening to a single recording.

Sentiment Analysis
Intelligent Call Summarization

Intelligent Call Summarization

Every call is automatically summarized into a structured, readable format:

  • Main Reason — Why the customer called
  • Key Points — 3 to 5 topics discussed during the call
  • Resolution — What actions were taken
  • Outcome — Final status of the interaction

Summaries are generated in the language of the call (Spanish, English, or Portuguese) and limited to 200 words for quick scanning. Supervisors can review 50 calls in the time it takes to listen to one.

Topic extraction identifies recurring themes across your call volume billing inquiries, technical support, cancellation requests, complaints giving you a real-time pulse on what’s driving your customers to call.

Call Quality Monitoring — Network-Level Visibility

Vocametrics doesn’t just analyze what was said it monitors how well the call was delivered. Our passive network monitoring captures SIP signaling and RTP media streams directly from your network infrastructure.

Metrics captured on every call:

  • MOS Score (Mean Opinion Score) — The industry-standard measure of voice quality, calculated per codec
  • Jitter — Packet timing variance that causes audio distortion
  • Packet Loss — Percentage of audio data lost in transit
  • Round-Trip Time (RTT) — Network latency between endpoints
  • One-Way Delay — Unidirectional latency measurement
  • Bitrate Monitoring — Average and peak audio throughput

Quality ratings (Excellent / Good / Fair / Poor / Bad) are assigned automatically. Threshold-based alerts flag calls with high jitter (>50ms), significant packet loss (>3%), excessive RTT (>300ms), or low MOS (<3.0).

Why this matters: Poor call quality directly impacts customer satisfaction and agent effectiveness. Vocametrics correlates technical quality metrics with sentiment scores, letting you see exactly when network issues are hurting customer experience.

Call Quality Monitoring
PII Detection & Compliance

PII Detection & Compliance

In industries like finance, healthcare, and insurance, phone calls routinely contain sensitive personal data. Vocametrics automatically detects and redacts personally identifiable information from transcriptions.

12 categories of PII detected:

  • Credit card numbers (with Luhn validation and spoken-format recognition)
  • Social Security Numbers (SSN)
  • Phone numbers (US and international formats)
  • Email addresses
  • National ID numbers — Cédula, CURP (Mexico), DNI (Spain), RUT (Chile), NIT (Colombia)
  • Bank routing numbers and account numbers
  • Dates of birth

Compliance features:

  • Detected PII is replaced with [REDACTED] in transcriptions — original values are never stored
  • Full audit logging for PCI-DSS compliance
  • Role-based access controls determine who can view redacted vs. unredacted content
  • Conversation format is preserved (speaker attribution maintained across 196+ conversation turns)

Make your appointment reservation to consult about any of our services

Get personalized guidance from our experts. Schedule your appointment and discover how CloudXentral can help your business grow with the right communication solutions.

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Call Recording with Intelligent Processing

Vocametrics captures and stores call recordings with professional-grade audio processing:

  • Stereo recording — Caller and called party on separate audio channels for clear speaker separation
  • Dynamic audio normalization — Intelligent volume adjustment that boosts quiet speech and prevents clipping on loud audio, ensuring consistent levels across the entire recording
  • HTTP streaming playback — Instant access to any recording through the web dashboard

Synchronized playback Recordings are linked to transcriptions with word-level timestamps, so you can click any word in the transcript and hear that exact moment

Deep PBX Integration

Unlike generic analytics tools that work from CDR exports or recording uploads, Vocametrics integrates directly with your Cloudxentral PBX at multiple levels:

  • Network-level SIP/RTP capture — Passive monitoring that doesn’t affect call quality or routing
  • ARI (Asterisk REST Interface) integration — Real-time call state events, channel tracking, and agent assignment correlation
  • Multi-tenant support — A single Vocametrics deployment serves all tenants on your PBXware system, with full data isolation
  • Queue and IVR tracking — Follows calls through IVR menus, hold queues, agent assignments, transfers, and parking
  • Automatic Music-on-Hold detection — AI-powered audio classification distinguishes hold music from speech, ensuring accurate transcriptions and duration measurements

IVR prompt filtering  Automated prompts and greetings are identified and separated from live conversation in analytics

The Vocametrics Dashboard

Supervisor & Admin Portal

A comprehensive web dashboard gives supervisors and administrators full visibility into call operations:

Call Detail Records (CDRs):

  • Searchable, filterable call history with full metadata
  • Visual call timeline showing ring → answer → hold → transfer → hangup events
  • Sentiment journey visualization — see how emotion evolved during the call
  • One-click access to recording, transcription, and AI summary
  • DTMF event tracking (keypad entries during IVR navigation)
  • Silence and hold duration metrics

Analytics & Reporting:

  • Call volume trends over any time period
  • Sentiment distribution across agents, teams, and accounts
  • Topic analytics — what are customers calling about?
  • Agent performance metrics — handle time, sentiment scores, resolution quality
  • Call quality reports — MOS trends, network issue correlation
  • AI-powered analytics suggestions — the system recommends what to investigate

System Management:

  • Customer and account management
  • Role-based access control with granular permissions
  • PBX integration configuration and monitoring
  • Real-time platform health monitoring
  • Audit logs for all administrative actions

Agent Portal (Coming Soon)

A dedicated self-service dashboard for agents giving them direct visibility into their own performance without requiring supervisor access.

Phone-Based Authentication

Agents authenticate using their PBX extension. No separate username or password required. The agent requests a one-time code from the portal, dials a short code from their desk phone, and enters the code. Authentication is confirmed in seconds secure, simple, and tied to the agent’s physical extension.

Real-Time Call State:

  • Live status display: Idle, Ringing, On Call, On Hold
  • Active call details with duration timer
  • Instant notification of incoming calls via WebSocket

Personal Performance Dashboard:

  • Today’s KPIs at a glance: total calls, average handle time, sentiment score, answer rate
  • Trend comparison against previous periods
  • Performance relative to team averages

Call History & Review:

  • Agent’s own CDR history with search and filtering
  • Full call detail view with AI summary, sentiment, and transcript
  • Call recording playback
  • Personal call timeline visualization

The Agent Portal empowers agents to self-monitor and improve, reducing the supervisory overhead required to maintain quality.

Intelligent Training & Customization

vocametrics

Custom Detection Patterns

Every business is different. Vocametrics includes a pattern training system that lets you customize how calls are analyzed:

  • Text pattern rules — Define regex-based patterns to identify specific phrases, product names, or compliance language relevant to your business
  • Audio pattern rules — Train detection models using spectral audio signatures from your own call recordings
  • Global and per-account patterns — Set organization-wide rules or customize for specific clients
  • Pattern testing interface — Validate rules before deployment
  • Training pipeline management — Monitor and manage model training jobs through the admin dashboard

Use case: A financial services company creates a custom pattern to detect when agents mention a specific regulatory disclaimer. Vocametrics flags calls where the disclaimer was missed, enabling targeted compliance remediation.

Billing & Usage Tracking

Vocametrics includes a native billing system designed for service providers:

  • Tariff management — Define rate cards by service type, with peak/off-peak pricing, per-minute or per-call billing, and minimum charges
  • Product configuration — Bundle tariffs with volume discounts and included service allowances
  • Billing templates — Reusable configurations that can be assigned to any customer
  • Automated invoicing — Professional invoices with detailed line items, tax calculations, and multi-currency support
  • Payment tracking — Record payments, track outstanding balances, partial payments, and overdue invoices
  • Credit control — Set credit limits and gate service access based on account standing
  • Per-call usage records — Granular metering for transparent billing
Gain Real Time Control with Vocametrix Analytics

Architecture & Performance of Vocametrics

Built for Scale

Vocametrics is not a cloud SaaS dependency it runs on dedicated infrastructure in the Newcom data center, alongside your Cloudxentral PBX:

  • GPU-accelerated AI processing — Dedicated NVIDIA GPUs for speech recognition and analytics
  • Multi-core packet capture — Worker-based architecture handles 1,000+ concurrent calls
  • Sub-20-second analysis — End-to-end processing from call completion to full analytics availability
  • Event-driven architecture — RabbitMQ message queuing ensures reliable, ordered processing even under peak load

Microservices design  Independent services for API, monitoring, and AI processing scale independently

Data Sovereignty

Your call data never leaves your infrastructure. Vocametrics processes everything locally:

  • No third-party API calls for transcription or analytics
  • No per-minute cloud processing charges
  • No data shared with external AI providers
  • Full control over data retention and deletion
  • TLS encryption on all internal communications

Why Cloudxentral + Vocametrics?

You already have a reliable, feature-rich phone system. Vocametrics adds an intelligence layer on top:

What You Have Today What Vocametrics Adds
CDRs with timestamps and durations AI-generated call summaries and topic analysis
Call recordings you rarely review Automated transcription in 25 languages with instant search
Manual quality monitoring (listen to a few calls) Automatic sentiment scoring on every call
No visibility into network quality issues Real-time MOS, jitter, and packet loss monitoring
Supervisors coach based on limited samples Data-driven coaching based on complete call analytics
No PII detection in phone conversations Automatic detection and redaction of 12 sensitive data types

For Cloudxentral Contact Center Customers

Contact centers generate hundreds or thousands of calls daily. Manual review is impossible. Vocametrics makes every call reviewable:

  • 100% call coverage — Every call is analyzed, not a random sample
  • Agent performance visibility — Compare agents on objective metrics, not subjective impressions
  • Topic-driven workforce planning — Understand what drives call volume and staff accordingly
  • Compliance at scale — PII detection and audit logging across your entire call volume

Quality-sentiment correlation — See exactly when technical issues (poor MOS, jitter) cause customer dissatisfaction

Competitive Differentiation

Most hosted PBX providers offer basic CDRs and call recording. Some offer simple transcription as an add-on via third party APIs.

Vocametrics delivers what competitors cannot:

  • Full AI analytics pipeline (transcription + sentiment + summarization + topics + PII) — not just transcription
  • Network-level call quality monitoring — not just application-level metrics
  • Native multilingual support for 25 languages — not English-only with translation bolted on
  • On-premise processing with no per-minute cloud charges — predictable costs at any scale
  • Deep PBX integration that tracks calls through IVR, queues, and transfers — not just point-to-point call logging
  • Dedicated agent portal with phone-based authentication — empowering agents directly

Getting Started

Vocametrics is available to all Cloudxentral Cloud PBX and Contact Center customers. Activation requires no changes to your phone system configuration — Vocametrics connects to your existing infrastructure through passive network monitoring and native PBX integration.

To learn more or request a demo:

  • Contact your Cloudxentral account representative
  • Visit cloudxentral.com
  • Email sales@cloudxentral.com

Vocametrics is developed by Newcom Inc., the company behind Cloudxentral Cloud PBX and Contact Center solutions. All processing runs on Newcom’s dedicated infrastructure — your voice data stays in your hands.

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