Before
A screen pop shows who is calling and their history before anyone picks up: past calls, open promises and the last summary.
Call Intelligence
Know every call without hearing every call.
Every call you choose to record on your icepac.ai phone system is transcribed, summarized and scored for sentiment. Key moments, promises and problems are flagged for you, so the calls that need attention find you.
Summary
Caller asked why her glasses order was late. Staff apologized, confirmed the lab date and promised a call back by Friday.
Sentiment over the call
Frustrated at the start, calm by the endKey moments
- Concern Second call about the same order 0:18
- Promise Call back by Friday with pickup time 1:52
- Flag Repeat issue 2:10
Illustrative call detail with a made-up caller and sample data.
Before, during and after the call
Intelligence across the whole call
During
Live transcription shows the conversation as it happens. Managers can listen in, and a live alert reaches a manager when a call turns negative.
After
Within moments of hang-up the call has a summary, sentiment, key moments and outcome, ready to search, share and act on.
Features
Everything you need to understand your calls
Recording and transcription
Calls on the lines you choose are recorded and transcribed, and kept with your call history.
AI summaries
A short, plain summary of each call: why they called, what happened, and what comes next.
Sentiment scoring
Each call gets a sentiment score and a sentiment arc, so you can see where a call went well and where it went wrong.
Key moments
Promises, follow-ups, complaints, thanks and escalations are flagged automatically, with the moment in the call where each one happened.
Promises ledger
Every commitment made on a call is tracked until it is kept. Repeat problems from the same caller are spotted and raised.
Transcript player
Words highlight as the recording plays. Click any sentence to jump straight to that part of the call.
Search everything
Search across transcripts, summaries and contacts to find every call that mentioned a product, a complaint or a name.
Voicemail to text
Voicemails are transcribed and emailed with the recording. Spanish voicemails come with an English translation.
Call details
See the route each call took, a flow chart of its path, the recording, and block a nuisance caller in one click.
Scored for your industry
Go past positive and negative. Each recorded call can be graded on a scorecard for your field, from insurance questions to conflict checks. See industry scoring.
Chats analyzed too
Website chats and texts get the same summary, sentiment and key moments as calls, in the same customer record.
Live alerts
A manager gets an alert while a call is still live when the caller's sentiment turns sharply negative.
Customer experience reports
Share the full story of a customer relationship
Create a hosted report for any caller: summary, call history, concerns, transcripts, promises and a timeline. Share it with a private link that expires automatically, and get a notice when it is opened. Revoke it at any time.
Reports stick to what was said, so your team can act on facts.
- Executive call-experience report in one self-contained page
- Weekly export of call insights for your own analysis
- Re-analyze past calls whenever you change what you track
Sample report fields
| Caller type | Patient, prospect, vendor, other |
|---|---|
| Call reason | Booking, billing, order status, question |
| Booked | Yes or no |
| Callback needed | Yes or no, with the promise made |
| Booking effort | How hard it was to get booked |
| Churn risk | Signs the caller may leave |
Who it helps
Answers for every role
Office managers
See which callers are waiting on a callback and which promises are due today, without chasing staff.
Owners and partners
Read a weekly picture of how callers feel and what they call about, in plain language. See icepac.ai for executives.
Team leads
Find the calls worth coaching on in minutes. See Sales and Performance.
Common questions
Do we have to turn on recording for every call?
You choose which numbers and queues are recorded and analyzed. Recording notices play where you set them.
Where is the call data kept?
Speech recognition and the AI run on outside processing services that we contract with. Recordings and transcripts are kept on the phone system dedicated to your organization, not a shared pool, and card numbers and Social Security numbers are redacted from transcripts.
Who can see transcripts?
Access is set by role. Protected details are revealed only to people with permission, and every reveal is logged. The Trust page explains how we protect callers.
Can we see it on calls like ours?
Yes. In a free demo of about 20 minutes we run it on sample calls built around your office.
Free demo
See your calls the way your callers experienced them
In a free demo of about 20 minutes we walk through a call report, a customer experience report and live transcription, using sample calls like yours.
- We set it up with your lines, hours and recording rules.
- You see calls like yours transcribed, summarized and scored for your industry.
- If you want it, you hear the AI appointment assistant answer and book a call.
Rather talk now? Use the chat button in the corner.
Or call 800-423-3221