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Welcome to Aura, a conversation analytics and quality monitoring platform designed to help teams understand, evaluate, and improve customer interactions. Aura automatically analyses customer calls to generate actionable insights about conversations, agent performance, and customer sentiment. Instead of manually reviewing calls, teams can rely on AI-powered analysis to quickly identify patterns, detect important signals, and monitor quality at scale. Whether you are reviewing individual calls or analysing thousands of conversations, Aura helps you transform raw call data into meaningful insights.

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What You Can Do With Aura

Aura provides a comprehensive set of tools for analysing and evaluating customer conversations. With Aura, you can:
  • Analyse customer calls using AI-generated transcripts, summaries, and insights
  • Evaluate agent performance using customizable scorecard forms
  • Track important conversation signals using key indicators and metrics
  • Monitor call quality and detect potential issues such as silence or interruptions
  • Extract insights from conversations using AI-powered analytics
  • Identify trends across large volumes of calls
These capabilities help teams improve customer experience, agent training, and operational performance.

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First Steps

Getting started with Aura is simple. Follow these steps to begin analysing your conversations.
  1. Add Users
    Invite agents, QA analysts, or supervisors to the platform.
  2. Create Scorecard Forms
    Build evaluation templates to measure agent performance and call quality.
  3. Configure Analytics Settings
    Define key indicators, metrics, and AI analytics to extract insights from conversations.
  4. Upload or Connect Calls
    Upload call recordings manually or connect your call storage through integrations.
  5. Review Call Insights
    Explore transcripts, summaries, and conversation analytics generated by the system.
  6. Evaluate Calls
    Use scorecards to review calls and monitor performance across teams.

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What Happens Next

Once calls are uploaded, Aura automatically processes them and generates insights such as:
  • call summaries
  • transcripts
  • sentiment analysis
  • detected keywords and phrases
  • conversation topics
  • performance metrics
These insights appear across the Dashboard and Call Analytics, helping your team quickly understand what happened in every conversation.