The attention of a dedicated rep, for every customer.
Built from the calls and tickets your team already handles every month. Not another tool to log into — a data platform that reads what your operation is already producing.
01 · Where you are today
Two systems, one team, no shared memory.
Your calls and your tickets describe the same customers — separately. The help desk knows the ticket. The phone system holds the call. Nothing holds both, so the correlation lives in whoever happens to remember it.
“Right now we kind of do it by hand and by memory.”
02 · What you'll get
Four things operators ask for, in their own words.
Every line on the right is something an operator told us on a discovery call. Every line on the left is what the platform does about it.
Instant customer history
The full record, summarized at call connect.
“The customer themselves remembers everything. They'll remember on day one, we were 10 minutes late.”
Issue & location clustering
Calls and tickets grouped by theme and service location, automatically.
“If we have 10 users having issues at a particular location, we don't correlate that very well.”
Live outage triage
Outage versus routine, sorted in minutes — the spreadsheet retires.
“We have to sort those tickets between who's experiencing the outage and who isn't.”
QA on every call
All of your monthly calls scored — customer side and agent side.
“Our support manager might sit in on a call here and there.”
03 · How it works
A data platform, not another tool to log into.
We ingest what you already produce. Your team keeps working in the systems they know, and the analysis shows up where the work already happens.
Source
Voice calls
Phone system → recording extract
Source
Tickets
Help desk API
Engine
Inerxia platform
Output
Dashboards & alerts
issues · outages · QA scores
Output
Summaries in workflow
customer history · recommendations
Voice first
The entry point is your monthly call volume, the largest body of evidence you own and the one nobody reads. Tickets join next.
Source-agnostic
Changing phone systems this year? We swap the extract and keep your history. The analysis does not care who carries the call.
Analysis only
Intelligence never places a call to your customers. It reads, scores and reports. If you want agents that answer the phone, that is a separate product you opt into.
04 · Features
Every feature. Included in both tiers.
There is no edition where clustering costs extra. The tiers differ on how much human analysis comes with the platform, not on what the platform does.
Unified interaction record
Calls, tickets and emails from every system — one view per customer.
Auto-summaries
Every call and ticket summarized automatically. No agent note-taking.
Per-call analytics
Customer and agent sentiment plus a quality score on each interaction.
Issue clustering & root cause
Contacts auto-grouped into themes with volume and trend over time.
Customer 360, live
Full history — previous and unresolved tickets — with a recommended approach for the agent at call connect.
Agent performance analytics
Per-agent strengths and focus areas drawn from scored calls, tied to impact.
Team analytics
How the customer service team is performing, per agent and overall.
Voice of the customer
What customers say, ask for and complain about across every channel.
Unlogged-signal detection
Issues raised on calls that never became tickets, mined out of the transcripts.
Live outage triage
During an incident, inbound contacts split live into outage versus routine.
Avoidable contact reduction
Recommendations that cut repeat and preventable contacts, tied to expected numbers.
Location & network correlation
Contacts mapped to service zones — sector faults flagged before customers report them.
Why it pays
The evidence was always there. Nobody had time to read it.
Ten calls from one service zone in an afternoon is a sector fault, not ten support tickets. A hundred calls asking the same question is a bill your customers cannot read. The pattern is sitting in the audio. Intelligence reads all of it, every day.
Issue clusters · last 30 days
415 contacts readZone 07 flagged. Ninety-four contacts from one service area in nine days, clustered before a single one was filed as an outage.
05 · Pricing
Two tiers, a team behind both.
Both tiers include every feature and both come with a Forward-Deployed Engineer who builds your integrations. The difference is how much dedicated human analysis sits on top.
Tier 1
- All features
- Up to 3,000 human interactions / month
- Help desk ticket integration included — built by your Forward-Deployed Engineer
- Phone system call integration included — built by your Forward-Deployed Engineer
Add-ons
- Custom integration — Forward-Deployed Engineer$3,000 / integration
- On-demand data analysis — dedicated data scientist$1,000 / report
- Additional interactions$50 / 500 interactions
Set-up fee $5,000 USD, then subscription
Tier 2
Most operators- All features
- Up to 3,000 human interactions / month
- Help desk ticket integration included
- Phone system call integration included
- Personalized data analysis every month — by your dedicated data scientist
- Dedicated Customer Success Manager
Add-ons
- Custom integration — Forward-Deployed Engineer$1,500 / integration
- Additional interactions$25 / 500 interactions
No set-up fee
An interaction is one human contact — a call, a ticket or an email thread. Volume above the included allowance bills at the add-on rate for your tier.
Point it at last month's calls and see what it finds.
We run Intelligence over a sample of your real recordings and tickets, then walk you through the clusters, the QA scores and the issues your team never logged. Thirty minutes, your own data.