Central Telecoms
AI Call Analytics
Welcome to Central Telecoms AI Call Analytics
Your Partner in Reliable Business Communications
Our AI Call Analytics platform was developed and tested in-house to give businesses a clear, practical understanding of every customer interaction. It turns calls into meaningful insights, helping you monitor performance, understand customer sentiment, identify trends and improve the overall customer experience.
Central Coast, Newcastle, Mid North Coast, Albury/Wodonga, Coffs Harbour
At Central Telecoms, we’ve been proudly serving businesses in Regional Australia since 2016.
Access Your Analytics Anywhere
- Single, secure login for quick and easy access
- Multiple users with individual account access
- Access your call analytics from anywhere, on any device
Review Your Summary
- Access clear reports on call volume, activity and performance
- Analyse customer sentiment to understand how your customers feel
- Identify trends and key areas that can improve customer service
- Use real call data to strengthen customer relationships and the overall customer experience
Understand Each Call
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Quickly understand what happened during every customer interaction. Each call is summarised in a clear, easy-to-read format, so you can understand the outcome without listening to the entire recording.
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Review the conversation from start to finish with a detailed transcript of the call. See exactly how the customer and agent interacted, making it easier to understand the experience from both sides.
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See agent scores, customer sentiment and escalation risk in one place. Quickly identify calls that were handled well and areas where further attention may be needed.
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See the main topics discussed and any follow-up actions identified during the call. This gives your team a clear understanding of what matters and what needs to happen next.
AI CALL ANALYTICS INCLUDES:
- Automatic transcription and speaker-separated transcripts of every call
- AI quality scoring against customisable criteria, with per-call rationale
- Sentiment analysis and escalation-risk detection
- Topic categorisation and trend tracking across call volume
- Multi-tenant: manage multiple businesses/teams from one platform, with role-based access
- Privacy-first: automatic redaction of sensitive personal information (medical, financial, identity) before analysis
- Dashboards for call volume, agent scores, sentiment breakdown, and topic analysis
Frequently asked questions.
Everything you need to know about Central Telecoms AI Call Analytics.
What is AI call analytics?
AI call analytics uses artificial intelligence to turn business phone conversations into useful information. Central Telecoms’ platform provides call transcripts, summaries, quality scores and reports, helping you understand what customers are asking and how your team handles each call.
How does AI call analytics work?
The platform transcribes calls and separates the speakers in the transcript. It then produces a summary and identifies details such as the main topics, customer sentiment, follow-up actions and possible escalation risks. You can review individual calls or use the dashboard to spot patterns across your business.
Can AI automatically transcribe my business calls?
Yes. Central Telecoms AI Call Analytics automatically creates a written transcript of each call, with speakers separated so you can follow the conversation. This makes it easier to check what was said without listening to the entire recording.
What is an AI call summary?
An AI call summary is a short account of what happened during a phone conversation. It helps you quickly understand the reason for the call, its outcome and any follow-up actions identified.
Can I see how customers felt during a call?
The platform includes customer sentiment analysis and escalation-risk detection. These insights can help you find calls that may need a closer look, but they should be treated as a guide alongside the full conversation and your team’s judgement.
Can AI call analytics help improve customer service?
Yes. By reviewing call topics, sentiment and quality scores, you can find recurring customer concerns, identify coaching opportunities and see where a process may be causing frustration. It gives your team real conversations to work from when improving the customer experience.
Can I measure how my team handles calls?
The platform can score calls against customisable quality criteria and show the reason behind each score. Dashboards also bring together agent scores, call activity and customer sentiment, making it easier to review performance and give specific feedback.
Can I find common reasons customers call my business?
Yes. Topic categorisation and trend tracking help you see which questions, issues or requests come up most often. That can help you improve staff training, customer information and the way calls are handled.
Is AI call analytics the same as an AI phone receptionist?
No. AI call analytics helps you understand and review conversations after they take place. An AI phone receptionist or voice agent answers and responds to callers. If you’re looking for a particular call handling feature, speak with our team about what you need.
How is sensitive information handled?
Central Telecoms AI Call Analytics includes automatic redaction of sensitive personal information, including medical, financial and identity information, before analysis. Contact our team if you need details about access, data handling or requirements specific to your business.
Can multiple managers or teams use the platform?
Yes. Multiple users can have individual account access, and role-based access helps manage who can see what. The platform can also support multiple businesses or teams from one place.
How much does AI call analytics cost?
$150 per month.
Who Are We?
We’ve worked for the big telcos, and we know how difficult it can be to speak to someone who can help when things go wrong. Our guarantee to you is that we’ll always have somebody who is local, available, and accountable to you to fix any issues that you may have.
We believe that Central Telecoms will be of great value to your business and will help you stay connected to your customers. Some of the key benefits that our competitors can’t match include:
NO SHOCKING BILLS
We’re transparent all the way throughout your Telco journey with us. That means no hidden costs, no shocking bills and no bullsh*t.
100% LOCAL SUPPORT
No more time wasted on the phone being passed around overseas call centres by your current provider. We offer real face-to-face local support with one point of contact.
FAST SPEEDS
Our NBN backhaul is not congested with streaming or gaming traffic, ensuring a consistently fast and reliable Internet connection and better-quality phone calls.
No Telecoms Company in Australia has a higher Trustpilot Score than us.
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