AI CALL ANALYTICS
Calls that analyse themselves
Artificial intelligence turns the recording into text, summarises the call, rates the customer’s mood and lets you find the right moment from a single word. Works with 3CX and with other phone systems (PBX) — no separate tool for your agents.
What does AI call analytics give you?
One recording produces four results you can read instead of listening to the whole call.
- Transcript — the recording is turned into text
- Summary — a short account of what the call was about
- Mood analysis — satisfied, neutral or dissatisfied
- Keywords — search inside the content of the call
How do you find the right moment in a call?
You type a word and the system shows the places in the call where it was said.
- Search works inside call transcripts
- Clicking a word starts playback from exactly that point
- You don’t have to listen to the whole recording to find one sentence
- The same works for phone calls and video sessions
How do you know how the call went?
The system determines the customer’s attitude on its own and produces a call score.
- Mood analysis shows the emotions the customer spoke with
- The call score helps compare service quality across calls
- You see the results without listening to the recording
- Useful for managers and quality specialists
Are video meetings analysed too?
Yes. The system transcribes not only phone calls but also video sessions.
- Video calls are turned into text
- Meetings, training and consultations can be analysed later
- What each person said is separated by speaker
- The summary and mood analysis are produced just as for a phone call
How do the results reach your systems?
The analysis does not stay in a separate tool — it goes where the team works.
- The recording, transcript and analysis can be added to a helpdesk ticket automatically
- Every call can be linked to the customer history in your CRM
- Support sees the full context before contacting the customer
- Analytics works with your phone system (PBX) — 3CX or another — so data does not travel between systems
How it works
- 1RecordingThe call or video session is recorded in your phone system (PBX) — 3CX or another.
- 2TranscriptThe recording is turned into text, separated by speaker.
- 3AnalysisA summary, mood analysis and call score are produced.
- 4ResultsThey reach helpdesk tickets and the customer history in CRM.
Who call analytics is for
This solution works well for managers, customer service teams and quality specialists who want to monitor call quality effectively, analyse the customer experience and optimise service processes — using 3CX and other phone systems.
AI call analytics is provided by 3CX Cloud LT. It connects to what you already use: to helpdesk tickets, to call center, to post-call comments and to call reports.
AI call analytics — frequently asked questions
Do we have to listen to the whole recording?
No. The recording produces a transcript and a short summary, and a keyword search leads straight to the right part of the call.
What language is the summary in?
The system recognises the language of the call automatically and prepares the summary, transcript and mood analysis in the same language the call was held in.
Does the analytics work with our phone system?
Yes. AI call analytics from 3CX Cloud LT is a separate, universal product — it works with 3CX and with other phone systems (PBX). The analysis runs automatically, with no separate tool for agents.
Can the results be added to helpdesk tickets?
Yes. The recording, transcript and analysis can be added to helpdesk tickets automatically, so the support team sees the whole communication history.
Are only phone calls analysed?
No. The system also transcribes video sessions, so meetings, training and customer consultations can be analysed just like phone calls.
Can we see it before buying?
Yes. Book a demo and we will show the analytics on your own call scenarios.
We will show the analytics on your calls
Tell us what you want to learn from your calls — we will set up one scenario and look at the result together. AI call analytics is provided by 3CX Cloud LT — it works with 3CX and with other phone systems (PBX).
