G2

Mudassir K.

Mid-Market (51-1000 emp.)

2/11/2026

"Holistic Call Center Analytics with Powerful Dashboards and Speech Insights"

5/5

What do you like best about Voiso?

The holistic analytics platform has transformed the way we run our call center. We are monitoring more than 60 various indicators in real- time, including conventional KPIs such as average handle time and first call resolution and more specific ones such as sentiment trends and keyword frequency. The personalized dashboards imply that every supervisor will only see what is important to his or her team. The speech analytics is not just a simple transcription using AI, but rather the recognition of training opportunities, compliance risk, and customer satisfaction trends that we would never have detected otherwise. The reporting is easily exported to our business intelligence tools and thus board presentation is much easier. Review collected by and hosted on G2.com.

What do you dislike about Voiso?

The analytics features learning curve is not as low as the basic call handling. Training sessions were beneficial, but it also took our team approximately a month to capitalize on all of it. In addition, certain of the more progressive reports cannot be effectively interpreted without a good comprehension of contact center metrics. Review collected by and hosted on G2.com.

What problems is Voiso solving and how is that benefiting you?

We were operating a call center of about 200 agents in different locations, virtually unaware of what was really going on. Our previous system was giving us simple call logs, but no actual performance, quality, or customer experience. The decisions made by the management were made using anecdotal evidence and gut feelings. The analytics platform of Voiso turned us into a data company. Our most successful agents have been found to be using particular phrases and strategies which we have now integrated into training. We found that there were spikes in the number of calls that were not explained on Tuesday afternoons, which meant that we could change staffing. We identified a flaw in the product through monitoring the trend in keywords before it was a PR crisis. Above all, we are now able to present ROI to the executive leadership with actual data which helped to budget expansion. The platform literally enabled us to have business intelligence that we could not have developed ourselves at less than seven figures. Review collected by and hosted on G2.com.

Response from VOISO Advanced Hosted Call Center Solution of Voiso

edit

Hi Mudassir, this is an incredible story of transformation, thank you for sharing it in such depth.

Moving from basic call logs and gut-driven decisions to a fully data-informed operation is a major leap. When analytics surface real patterns, from agent language strategies to hidden call volume spikes and early product warning signals, that’s when a contact center becomes a strategic asset rather than just an operational unit.

It’s especially powerful to hear how speech analytics uncovered training opportunities, compliance risks, and even potential PR issues before they escalated. That kind of proactive visibility is exactly what holistic analytics should deliver.

We also appreciate your candid note about the learning curve. Advanced insight inevitably comes with depth, and we’re continuously refining training and onboarding resources to help teams unlock value faster.

The fact that Voiso enabled you to demonstrate ROI at the executive level and support expansion planning truly means a lot. Helping teams operate with seven-figure intelligence without seven-figure investment is exactly the standard we aim for.

Thank you for trusting Voiso to power such a significant evolution in your organization.

Warm regards,

The Voiso Team