Call analytics and QA for internet providers The attention of a dedicated rep, for every customer.
Inerxia Subscriber Intelligence is an analytics layer over the phone system and help desk you already run. It transcribes, summarizes and QA-scores every call and ticket, and clusters issues by theme and service location.
Zone 07 flagged. Ninety-four contacts from one service area in nine days, clustered before a single one was filed as an outage.
- 100%
- of calls scorednot a weekly sample
- ~2,200
- interactions unified / monthtypical mid-size operator
- ~980
- calls today going unanalyzedon the phone system you own
- 0
- new tools for your teamit reads what you already produce
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.”
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.”
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.
Sources
Voice calls
Phone system → recording extract
Sources
Tickets
Help desk API
Engine
Inerxia platform
Outputs
Dashboards & alerts
issues · outages · QA scores
Outputs
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.
Features
Every feature, in every deployment.
There is no edition where clustering costs extra. What changes between deployments is how much dedicated human analysis sits on top, not 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.
Pricing
Quoted on a 30-minute call.
Pricing depends on your monthly interaction volume and the integrations your stack needs. We scope both on the call and send a written quote.
What’s included
- All features, with no edition where clustering costs extra
- Up to 3,000 human interactions / month
- Help desk ticket integration, built by your Forward-Deployed Engineer
- Phone system call integration, built by your Forward-Deployed Engineer
Available
- Monthly data analysis by a dedicated data scientist
- Dedicated Customer Success Manager
- Custom integrations beyond your help desk and phone system
- Additional interaction volume
An interaction is one human contact — a call, a ticket or an email thread.
Keep reading.
- GuideHow to reduce ISP churnHow internet providers reduce churn: measure it properly, read the early-warning signals already in your data, fix involuntary churn and time retention offers.
- GlossaryQA scoringQA scoring is the evaluation of support calls against a quality scorecard — verification, accuracy, resolution, tone and compliance.
- GlossarySpeech analyticsSpeech analytics is software that transcribes recorded calls and analyzes them for topics, sentiment, outcomes and trends.
Questions operators ask.
What is Inerxia Subscriber Intelligence?
It is an analytics layer over the phone system and help desk an internet provider already runs. It transcribes and summarizes every call and ticket, scores quality on 100% of calls, clusters issues by theme and service location, triages outages live and detects issues raised on calls that never became tickets.
Do we have to replace our phone system or help desk?
No. Intelligence runs on the tools you already have, so your team gets no new tool to log into. Help desk ticket integration and phone system call integration are both included, built by your Forward-Deployed Engineer. Custom integrations beyond those are available as an add-on.
How much does Subscriber Intelligence cost?
Subscriber Intelligence is quoted after a 30-minute call based on your interaction volume and integrations. Every plan includes all features, and the quote covers the integrations with your phone system and help desk.
What counts as an interaction?
An interaction is one human contact: a call, a ticket or an email thread. Your quote includes a monthly interaction allowance sized to your volume, and volume above it is billed at an agreed add-on rate.
Does it score every call or only a sample?
Every call. Intelligence gives each interaction a quality score plus customer and agent sentiment, on both sides of the conversation, instead of the weekly sample a support manager can listen to. Scored calls feed per-agent strengths and focus areas and team-level performance analytics.
How does it detect outages and sector faults?
It maps every contact to a service zone and clusters contacts by theme and location, so ten calls from one area read as a sector fault rather than ten tickets. During an incident, inbound contacts are split live into outage versus routine, and sector faults are flagged before customers report them.
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.