Smarter Insights, Seamless Compliance: CallCabinet’s Analytics Platform Continues To Evolve
CallCabinet continues to innovate how businesses record, analyze, and act on voice data. As a Smarsh company, we’re delivering even more powerful compliance and analytics capabilities through our Conversation Analytics solution, now enhanced with a suite of new features that provide actionable intelligence across all your conversations.
From AI-powered insights to intelligent alerts and deeper dashboards, here’s what’s new and what it means for your business.
Introducing the AI Agent: Your New Data Intelligence Partner
At the heart of this update is the all-new CallCabinet AI Agent, now embedded within the Analytics portal. This isn’t just another search bar, it’s your executive assistant for voice data, capable of answering high-level business questions like:
“Why are customers frustrated with Product X?”
“Where are we seeing compliance risks across departments?”
Using advanced natural language processing and Retrieval-Augmented Generation (RAG), the AI Agent scans across your entire library of call records, analyzes context, and serves up clear, summarized responses. Users can fine-tune results with filters to get even more accurate insights.
The AI Agent is currently optimized for executive-level queries and advanced analytics workflows, such as scorecard creation and deep data search. With the introduction of the new AI Agent, users will be able to “chat” and query a single call, multiple calls, or all calls. Thus, the currently available Chat with Data feature and the Interactions Journey dashboard template will no longer be necessary and will be removed. But its future is even more exciting.
The AI Agent will evolve into a true data orchestrator, an intelligent layer capable of pulling insight not only from CallCabinet recordings but also from partner copilots, third-party datasets, and enterprise data lakes. Expect automated workflows, predictive insights, and dynamic compliance recommendations tailored to your environment.
Real-Time Analytics Notifications
You shouldn’t have to wait for reports to know what’s going wrong or going right.
The new Analytics Notifications feature allows users to track critical metrics in real time and receive alerts when meaningful changes occur. Set triggers for call volumes, sentiment dips, keyword spikes, or compliance thresholds to stay one step ahead.
Users can now view and manage Notification Configurations directly from the Analytics interface, with full control over alert frequency, type, and event triggers.
Upload/Download of Phrase Packs
Creating scorecards just became easier.
You can now import or export bulk sets of phrases used in call evaluations, streamlining QA workflows and ensuring consistency across departments or global teams. This is especially useful for organizations operating in multiple languages or industries with strict evaluation protocols.
New Dashboard Templates for Targeted Insights
Two powerful dashboard additions have been introduced to the Analytics experience:
- Customer Satisfaction Dashboard: This dashboard aggregates sentiment and satisfaction metrics to monitor customer experience trends, product issues, and service improvements.
- CX Self-Service Automation Dashboard: Understand how customer service tasks are being handled, and identify opportunities for automation to reduce agent load and enhance self-service channels.
Also new is the Phrase Hits Analysis Dashboard, designed to show:
- Where and when key phrases appear in conversations
- How these phrases correlate with call scores
- The broader trends in phrase usage across teams
These dashboards empower teams to take action on emerging themes and performance gaps in near real time.
All-In-One Compliance, Now Powered by Smarsh
While these updates to CallCabinet’s Conversation Analytics are impressive on their own, the bigger story is this: CallCabinet is now part of Smarsh, the global leader in digital communications compliance and archiving. That means our customers gain access to a broader compliance ecosystem trusted by the world’s largest financial, healthcare, and government institutions.
Combined with CallCabinet’s cross-platform compatibility, you only need one solution to compliantly record and analyze calls, meetings, and contact center interactions across:
- Microsoft Teams
- Zoom
- Webex
- Cisco, Avaya, and other PBX platforms
- Mobile and hybrid environments
No more silos. No more vendor lock-in. Just secure, compliant voice intelligence everywhere.
Ready to See the Future of Analytics?
The CallCabinet Analytics platform continues to grow into a unified intelligence hub that powers better decisions, stronger compliance, and deeper understanding of your business conversations.
Whether you’re managing a contact center, driving digital transformation, or navigating compliance regulations like GDPR, MiDFID II, HIPAA, FINRA, or POPIA, these new features put you in control of your voice data like never before.
