In this blog, we share our vision of tomorrow's customer relationships: how conversational analysis is revolutionizing Quality Monitoring, how AI decodes the voice of the customer, and most importantly, how to transform these insights into memorable experiences.
➜ Strategies, feedback, and innovations: everything you need to elevate your customer experience.
Involving every member of staff in quality means giving each person their fair scope of responsibility. Raisetalk separates what a user can do (their permissions) from what they can see (their place in the org chart). Three default roles are enough for most companies; a Roles screen lets you build custom ones. Under the hood, two established models combined: RBAC for permissions, ABAC for visibility.
The EY / SP2C Barometer 2026 records a rupture: the French outsourced customer relations market is declining (-1.4 %) and shifting "from volume to value", driven by AI. But AI still accounts for only 8.7 % of value, and 0.9 % in hybrid mode. The missing link between the slogan and the proof is the measurement of every interaction: conversational analysis.
Raisetalk now captures calls directly from your telephony infrastructure via the SIPREC standard (RFC 7865/7866), on top of the cloud connectors (Aircall, Ringover, or any other platform with an API), the Kiamo connector through our partner SYD, and sFTP. An open standard compatible with most SBCs on the market, capture of 100% of calls at the source for compliance, and a single chain from call to proof.
An evaluation is only worth what you do with it. The debrief turns a score into a coaching moment: a traced exchange between the manager and the advisor around an evaluation, where each one expresses themselves and the manager can adjust criteria during the session. Because the AI evaluates 100% of conversations, managers finally coach on real, complete data. Closing a debrief locks the evaluation: the decision is shared, owned and traced. With modification and contestation, the debrief completes the human conversation around the AI analysis.
In most quality monitoring setups, the evaluated person never had a say. Contesting a criterion gives the advisor a structured right of reply: they propose the value they believe is fair on a criterion of their own evaluation, justify it, and a manager arbitrates (validate or reject). The AI analysis stays the common base, the advisor's request and the manager's decision are added to it, traced. Not to be confused with deactivating a whole evaluation. The right of reply, a sign of mature, shared quality monitoring.
An AI-produced evaluation is not an automatic verdict: it is an objective, exhaustive base on which a human decision rests. Modifying an evaluation lets a manager adjust the score of any criterion by bringing their perspective: the context, the knowledge of the team, the specific situation. The AI analysis stays visible, the human perception is added next to it, every decision is traced, and the final score feeds the dialogue with the advisor. The human at the heart of AI quality monitoring.
Raisetalk lets you deactivate an evaluation: an administrator or a supervisor can set an evaluation aside from quality monitoring when it should not count (poor recording quality, customer GDPR request, out-of-scope conversation, wrong attribution). A deactivated evaluation disappears from the list, reporting, exports and searches, but nothing is deleted: the action is reversible, validated by an administrator and fully traced.
Raisetalk now ships with its own built-in support module: every user creates and tracks their requests from the application, without email or third-party tool, with discussion thread, statuses and notifications. Partners become the first-level support of their clients, with priorities, internal notes and total isolation. Because a quality monitoring tool that analyses the voice of the customer owes it to itself to listen to the voice of its users.
Two new features close the last mile of conversational analysis: an AI summary at the top of every aggregated report, which condenses, interprets and suggests next steps based on your filters and the model of your choice, and PDF export of those reports, polished and on-brand, ready to share with those who never log into the tool. From data to a shared decision.
The Ringover x Raisetalk API connector is now live: the second direct connector in our catalog, after Aircall. A single API key (EU and US regions supported) and your Ringover calls are automatically transcribed, scored and analyzed. Automated Quality Monitoring, interaction analysis, Voice of the Customer and conversational search apply immediately. Integration free for any contract signed before September 30, 2026.
The asynchronous CSV export of analyzed conversations is now available directly from Raisetalk. Your analyses connect to your CRM, your data warehouse, your BI (Power BI, Tableau, Looker), your reporting pipelines or your internal models. Conversational data that flows, intersects and enriches with the rest of your ecosystem.
Raisetalk's first direct API connector is now live. Plug in your Aircall account in minutes: transcription, automated Quality Monitoring, interaction analysis, Voice of the Customer and conversational search immediately apply to 100% of your calls. Integration free for any contract signed before June 30, 2026.
Your customer conversations contain thousands of signals buried in hours of recordings. What if you could ask a question in natural language — 'which calls mention a billing issue this month?' — and get a synthesized, sourced answer in seconds? Raisetalk transforms your transcriptions into a searchable knowledge base.
The KPMG CEE 2025-2026 barometer evaluated 240 brands on 6 pillars of customer experience. The findings are clear: Integrity, Empathy, and Personalization — the most impactful pillars — are played out in conversations. Discover what this means for your contact center and how conversational analysis makes these pillars measurable.
Insurance (IDD), banking (MiFID II), mutual insurance, leasing: each sector has specific verbal compliance obligations, but only 2 to 5% of calls are actually audited. Discover how AI-powered conversational analysis transforms compliance monitoring into a competitive advantage — with ROI simulations by sector.
