Inconsistent agent training
New agents reach live customers before they have practised the scenarios that decide the outcome.
AI Call Intelligence for Modern BPO Operations
Turn every call into a performance advantage.
Train agents with realistic AI call simulations, detect quality risks, understand voice behaviour, and convert every review into a measurable coaching action.
Simulation · Production QA · Voice Analytics · Coaching
Agent
Customer
Coaching recommendation
Acknowledge the double charge earlier and confirm the refund timeline.
Simulation progress
The gap in call operations
Most call reviews happen after the opportunity has already been lost.
-
01
Inconsistent agent training
New agents reach live customers before they have practised the scenarios that decide the outcome.
-
02
Manual call sampling
Reviewers listen to a thin, random slice of calls — most conversations are never heard.
-
03
Limited QA coverage
Quality teams cannot scale to the full call volume, so risk hides in the calls no one reviews.
-
04
Delayed risk detection
Red-flag conversations surface days later, long after the customer relationship has cooled.
-
05
Subjective evaluations
Scores drift between reviewers without a shared, weighted rubric to anchor them.
-
06
Disconnected coaching activities
Findings live in spreadsheets and chats — they rarely become a tracked coaching action.
-
07
Limited voice & tonality visibility
Teams see what was said but not how it sounded — energy, pitch and confidence stay invisible.
The platform
One platform across the complete call-quality lifecycle.
Every capability shares the same call object, criteria and scoring model — so simulation, QA and coaching stay connected.
Nirmithvani
Call intelligence core
AI Call Simulation
Practise against controlled customer scenarios.
Call Capture
Store recordings, transcripts and outcomes.
Transcript Review
Read agent and customer turns side by side.
Automated Evaluation
Score conversations against quality criteria.
Red-Flag Detection
Surface the calls that carry the most risk.
Human QA Audit
Record reviewed decisions with accountability.
Voice Analytics
Read energy, pitch and tonality patterns.
Agent Coaching
Turn findings into targeted training actions.
AI Call Simulation
Prepare agents before the customer answers.
Build controlled scenarios, dial a real practice call, and get an evaluation the moment it ends — no live customer required.
- Scenario library with Easy, Medium and Hard difficulty
- Customer prompt and evaluation criteria per scenario
- Choose your call Intelligence and dial any number
- Live simulation progress with an agent rating at the end
New simulation
Ready
Scenario
- Refund dispute — retention
- Upsell after support resolution
- First-payment failure recovery
Difficulty
Easy
Medium
Hard
Intelligence Models
Model A
Model B
Phone number
Production QA
Find the calls that require attention first.
Every completed call is scored, ranked and flagged automatically, so reviewers spend their time where risk is highest.
- Weighted quality score with configurable field weights
- Red-flag reason, campaign, agent and call outcome
- Priority ranking with a clear audit state
Review queue
Sorted by priority
#
Agent · Campaign
Red flag
Score
1
A. RaoBilling retention
Dispute unresolved
0
2
M. SilvaOnboarding
Compliance miss
0
3
K. OseiRenewals
Long hold
0
4
L. ChenSupport
Tone dip
0
How it works
One call object, five connected stages.
- 01
Simulate
Practise against controlled customer scenarios.
- 02
Capture
Store recordings, transcripts, call details and outcomes.
- 03
Evaluate
Score conversations against quality criteria.
- 04
Prioritize
Detect red flags and rank calls requiring human attention.
- 05
Coach
Create audit outcomes, tickets and targeted training actions.
Call #4821
Simulate
Practising controlled scenario
Voice & tonality analytics
Understand more than what was said.
Measure how conversations sound, where confidence changes, and which voice patterns correlate with better outcomes.
0Avg. quality score
0Red-flag rate
0Calls analysed
0Positive tonality
Quality score trend
7d
30d
90d
Tonality distribution
Energy vs. outcome
Agent vs. campaign comparison
A. Rao
M. Silva
K. Osei
L. Chen
J. Park
R. Vega
Audit & coaching
Move from detection to action in one review.
Listen, classify, comment and escalate without leaving the call. Coaching tickets can be pushed to Monday.com the moment an audit is submitted.
- Synced audio and transcript highlighting
- Audit categories with reviewer comments
- Coaching escalation with a confirmation trail
Audit · Call #1
Dispute unresolved
0:00
“I was charged twice this month.”
“Let me check that billing record for you.”
“I can see the duplicate — I'll start a refund.”
Audit category
Process
Coaching
Compliance
Built for every role
One workflow, tailored to how you work.
Key workflow
Integrations
Connect calling, evaluation, storage and coaching workflows.
Intelligence Models
Model A
Model B
Nirmithvani
Core
Core
Evaluation
Intelligence
Storage
Secure storage
Coaching
Ticketing
Call models feed Nirmithvani, which routes each call to evaluation intelligence, secure storage and coaching tickets — one connected quality workflow.
Security & governance
Designed for controlled call operations.
Designed to support governed operational workflows and evolving enterprise security requirements.
Controlled user access
Roles and permissions that map to how your operation is structured.
Scenario governance
Draft, approve and archive scenarios with a clear ownership model.
Audit trails
Reviewed decisions retain timestamps, categories and comments.
Reviewer accountability
Audit outcomes are attributable to the reviewer who recorded them.
Recording & transcript handling
Call data managed with privacy-aware handling in mind.
Organization-ready workflows
Structured for teams that need repeatable, governed processes.
Better conversations begin before the next call.
Bring AI simulation, production QA, voice intelligence and coaching into one connected operating workflow.
Confirm refund timeline earlier and lead with acknowledgement.