IntelePeer is turning up the volume of customer conversations and listening to every word. The company has launched SmartAnalytics, a new suite of tools designed to capture, transcribe, and analyse every customer interaction across AI agents and human reps, offering businesses a microscopic look at what’s really happening on the front lines of communication.
Billed as a comprehensive solution for users of its SmartAgent and SmartOffice platforms, SmartAnalytics stores, slices, and lets you search through entire conversations. Whether an interaction is handled entirely by a bot, a live agent, or a mix of both, the platform captures it all.
Using metadata filters and full-transcript search, users can pinpoint exactly when a conversation went sideways or when it worked like a charm.
IntelePeer CEO, Frank Fawzi, said: “Companies that effectively harness the power of their data are not just making informed choices, they’re revolutionising their operations, customer experiences, and bottom lines. With SmartAnalytics’ ability to provide real-time data, our customers can quickly uncover hidden patterns, predict market trends, and personalise customer interactions at scale. Coupled with our ability to record and transcribe calls into a data lake, businesses now have a holistic and meaningful view into their customer interactions.”
The platform’s Interaction Explorer provides a searchable trail of interactions, helping companies track patterns, flag issues, and fine-tune their conversational AI workflows. Meanwhile, a performance dashboard serves up metrics like call containment, transfer rates, and durations, giving CX teams a data-rich snapshot of what’s working and what needs fixing.
SmartAnalytics also lets businesses customise dashboards and dig deeper with real-time insights. Users can export all of this into existing business intelligence systems or plug directly into Snowflake’s Data Cloud, which powers the whole operation. That means easier data sharing, secure collaboration, and a fuller picture of the customer experience.