Review the calls that matter, coach with the agent's own words
Tridan AI transcribes every recorded call from your PBX on its own. Your team leads choose which calls to review, run AI analysis for the outcome, sentiment and agent score, and open a skill by skill coaching review where every finding cites a sentence the agent actually said. Built for contact centers and for sales and service teams that live on the phone.
- On-prem available
- You choose which calls go to AI
- Every finding cites a quote
- Every recorded call transcribed automatically, agent and customer kept apartReady today
- AI analysis and skill coaching on the calls you chooseReady today
- Findings checked against verbatim quotes, metrics measured from the audio timingReady today
The Problem
Quality reviews take hours and still end in an argument about tone.
Today
A reviewer, a headset and a short list of random calls.
- Reviewers pick calls at random and hope they caught the problem ones.
- Scoring a call means listening to all of it, start to finish.
- Agents hear "be more empathetic" and do not know what to change.
- Two reviewers give the same call different marks.
- Team reviews start from notes copied into a spreadsheet by hand.
With Tridan AI
A transcript of every call and a review you can defend.
- Every recording already has a transcript, so team leads search for the moments they care about and pick the calls to review on purpose.
- The reviewer reads the conversation by speaker, runs AI analysis for outcome, sentiment and agent score, and jumps to any sentence in the audio.
- Each finding quotes the agent, explains what worked or was missing, and offers a sentence they could have said at that moment.
- Talk ratio, interruptions, longest monologue and dead air are measured from the timing of the recording, so the facts are the same for everyone.
- One Excel export holds the period's calls, analyses, transcripts and a summary by operator, ready for the team meeting.
One week of retention calls, from transcript to team review
A service team handles customers who call to cancel. The team lead wants to know why some agents keep customers and others do not.
- 1
Calls arrive on their own.
All week, recordings and call details flow in from the PBX, and each one is transcribed by speaker without anyone pressing a button.
- 2
The team lead picks what to review.
On Friday she searches the week's transcripts for "cancel", narrows the list to one line and a few operators, and selects the calls worth a closer look.
- 3
AI analysis on the chosen calls.
For each one she runs the analysis and gets the outcome from the team's own list, such as "customer retained", the customer's sentiment, the reason for calling, the agreed next steps and a follow-up flag.
- 4
The numbers before the opinions.
The call metrics show that on one call the agent did most of the talking, held a long monologue about the new price and talked over the customer twice. No AI was needed for that, it comes from the recording itself.
- 5
A coaching review with evidence.
She starts a coaching review. Tridan AI suggests skills this call gives evidence for, such as active listening and handling objections. Each finding quotes the agent, links to that moment in the audio and proposes a sentence that would have worked better.
- 6
Ready for the team meeting.
She marks which findings were useful, exports the week to Excel with the summary by operator and walks the team through two calls that went well and one that did not.
From a recorded call to a coaching conversation
- Calls
- Recordings from an Asterisk-based PBX
- Call details: operator, line, direction, hang-up cause
- Bitrix24 call data
- Audio files uploaded by hand
- Automatic
- Transcription by speaker
- Search across transcripts
- Conversation metrics from the audio timing
- On the calls you choose
- AI analysis: outcome, sentiment, summary, topics, next steps, agent score
- Skill suggestions for each call
- Coaching findings verified against quotes
- Script adherence and other custom checks(Built in your pilot)
- For the team
- Feedback on each finding
- Excel export with a summary by operator
- Employee scorecards(Built in your pilot)
- Conflict alerts(Built in your pilot)
- Weekly management report(Built in your pilot)
What your QA team gets today and what we build for you
- CapabilityStatus
- Automatic import of recordings and call details from an Asterisk-based PBX, or upload by handReady today
- Transcription of every recording by speaker, in Serbian and other languagesReady today
- Search across transcripts, filters by period, line, operator and directionReady today
- Player synced with the transcript: click a sentence to hear itReady today
- AI analysis on the calls you choose: outcome from your list, sentiment, summary, reason for calling, topics, next steps, follow-up flag, agent scoreReady today
- Coaching review by skill, with skills suggested for each callReady today
- Every coaching finding checked against a verbatim quote from the agentReady today
- A suggested sentence the agent could have said insteadReady today
- Conversation metrics: talk ratio, interruptions, longest monologue, dead air, response time, speaking paceMeasured on two-channel recordings, available before any AI run.Ready today
- Thumbs up or down on each finding, so you see which skills produce useful feedbackReady today
- Your own outcomes, skills, instructions and report languageReady today
- Excel export for a period: calls, transcripts and a summary by operatorReady today
- Installation on your own servers, next to the PBX you already useReady today
- Employee scorecards over timeBuilt in your pilot
- Conflict alerts with the quote attachedBuilt in your pilot
- Weekly management report with the calls worth hearingBuilt in your pilot
- Custom checks such as script adherence or required disclosuresBuilt in your pilot
- Sending review results into your CRM or HR systemBuilt in your pilot
How we start with your QA team
We set up Tridan AI around the way your team already reviews calls, then prove it on your own recordings before anyone relies on it.
What we set up with you
- Installation next to your PBX. Tridan AI runs on your servers or ours, and new recordings with their call details start arriving and being transcribed automatically.
- Your outcome list and review instructions. We agree the outcomes a call can end in and the instructions the AI analysis follows, written in your team's words.
- Your coaching criteria. We pick the communication skills to grade and write criteria specific to your business, such as what an agent may and may not promise.
- A calibration round. Your reviewers and the AI review the same calls, and we tune the criteria where they disagree.
- The first team review. We run the export for a real period and walk through it with your team leads.
- One custom addition if you need it. For example scorecards, a conflict alert or a weekly report, built by our engineers.
How we judge the start together (agreed up front, measured on your calls, no numbers promised in advance)
- Agreement
- How often your reviewers accept the coaching findings on the same calls.
- Review time
- Time a team lead needs to prepare one call for coaching, before and after.
- Coverage
- Share of recorded calls that reach a searchable transcript.
- Use
- How often team leads open analyses and coaching reviews in their weekly routine.
Quality reviews without sending your archive away
Installed where your calls live.
The application, the database and the call archive can run on your own infrastructure next to the PBX.
You decide what AI sees.
Only the calls a person chooses to analyze or coach are sent for AI processing.
Enterprise AI processing.
Transcription and analysis use enterprise AI APIs that do not train on your data.
Access by role.
Accounts are invite-only, with separate admin and viewer roles.
Common questions about call quality and coaching
Is every call scored automatically?
No, and that is deliberate. Every recording is transcribed and its conversation metrics are measured automatically. AI analysis and coaching run only on the calls your team chooses, so you decide what is processed and nobody is graded by surprise.
Voice AnalyticsHow do you stop the AI from inventing evidence?
Every coaching finding must quote the agent. Tridan AI looks that quote up in the transcript, tolerating small transcription errors, and links it to the moment in the audio. If a skill has nothing in the call to judge, the review says so instead of making something up.
Does the agent's score depend on whether the customer bought?
No. The coaching review grades only what the agent said. An agent can handle a call well and still lose the sale, and the outcome is reported separately by the AI analysis.
Can coaching run on every recording?
Coaching needs to tell the agent apart from the customer. That works on two-channel recordings and when the PBX call details identify the operator. Mono recordings without that information are still transcribed and analyzed, but not coached.
Can we use our own scorecard and criteria?
Yes. Outcomes, skills, review instructions and report language are configurable, and we write criteria specific to your business. Scorecards that track each employee over time are built for you during setup.
How is this different from contact center analytics?
This page is about reviewing and coaching individual agents. The contact center analytics page covers dashboards and trends across your whole operation. Both run on the same Voice Analytics product.
Contact center analyticsStart with the calls you already wanted to review
No slides. We show it on your recordings.
Bring the calls your team argues about. We will transcribe them, analyze them and show you the coaching review side by side with your own notes.
- On-prem available
- You choose which calls go to AI
- Every finding cites a quote