Scoring of 100% of calls
A weighted score from 0 to 100 against your criteria and goals, with a quote for each conclusion.
100% of calls
Speech analytics: every call scored, not a sample
AI transcribes every conversation from your PBX, checks it against a checklist and shows the moment a conversation went wrong. You keep your number and PBX.
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- Checklist for your industry
- Customer sentiment only
- Every score has a quote and a timestamp
What is call speech analytics?
Leksta is a call speech analytics service: transcription, AI summary, checklist scoring, script control and sending the result to CRM. A manager sees the quality of every call, with quotes, instead of the small sample they have time to listen to. Recordings come from your PBX without changing your number, and the call result can go to amoCRM or Bitrix24.
- 100 %calls scored by AIEvery recorded call is transcribed and checked against the checklist; there is no sample.
What speech analytics does: scoring and quality control
Ready checklist templates
Six scenarios: B2B sales, cold calls, inbound, support, retention and booking. Merge criteria and update the template.
One-line AI verdict
A short result of every call in the call list, on the card and in reports.
Attention queue
The calls a manager should open first are gathered in one queue.
AI score calibration
Compare AI scores with controllers' scores and tune the checklist where they differ.
Scripts and required items
Step-by-step script check
Upload a script as text, PDF, photo or DOCX: AI checks each step in every call and shows the completion rate.
Required items
Phrases and actions a manager must perform in every conversation, marked on every call.
Keyword dictionary
Product names, competitors and stop words are highlighted in every transcript, with word forms covered.
AI key phrases
AI finds prices, competitors and product names in conversations that you did not search for.
Managers and training
Employee card
Period metrics against the team, promises and tasks, and manager notes.
Employee report
A printable report for a personal conversation with the manager: criteria, trend, strengths and weaknesses.
Call reviews: learning moments
Fragments with a low score on a criterion and a link to the exact moment in the recording.
AI trainer
A manager practises tough conversations in a chat with an AI customer built from your stop factors and gets a score with quotes.
New-hire onboarding
See where exactly a newcomer loses customers and on which criteria they need help.
Customers and deals
Customer sentiment graph
A graph of customer sentiment through the conversation shows where the customer is unhappy. Operator emotions are not scored.
AI customer portrait
A short portrait, traits with quotes, open promises and the next step on the contact card.
Promises to customers
AI finds promises such as “I will call back by 6 pm”, sets a deadline and flags it if missed.
Stop factors
Refusal reasons with quotes and a mark: objection handled, partly or not.
Customer card 360
Call history, tasks and the customer portrait on one page.
Reports and KPIs
Dashboard
Calls, average score, goals and customer dissatisfaction for the chosen period.
Call-to-goal conversion
Did the customer book, buy, get the issue solved: by operator, scenario and period.
Plan-vs-actual KPIs
Your own metric sets for teams, pace, forecast and XLSX export.
Daily, weekly and monthly digests
A ready AI digest per employee, team and company: trend and the most telling call of the period.
AI analyst
One question over all calls within up to 93 days: an answer with exact counts and links to conversations. You can also ask the question by voice.
Weekly e-mail report
Ask us and we will set up the weekly e-mail report: the team summary arrives by e-mail on Monday.
Reminders for employees
A reminder about a customer promise or a task goes to an employee in the console in one click; ask us and we will set up e-mail reminders.
Integrations and data
Call result in amoCRM and Bitrix24
Connected to your CRM: summary, score and a link to the call as a note on the customer card.
Recording import
Upload wav, mp3, ogg, m4a and webm files or import automatically from a PBX folder.
Recording export
Download call recordings as an archive.
Webhooks and API keys
Send analysis results to your own systems.
Alerts
Rules by metric, threshold and period; messages to Telegram or your system.
Roles and audit log
Role-based access: for example, an operator sees only their own calls.
Call card: transcript, score and evidence
Each call opens in one card. On the left is the recording with a waveform colored by speaker. On the right are the transcript and the AI score for each criterion. Every score is backed by a quote: click it and the player jumps to that second.
- Transcript split into operator and customer for stereo recordings
- Scoring by your checklist criteria: up to 20 criteria and up to 20 goals
- A criterion that the call did not touch is marked "not applicable" and does not lower the score
- The supervisor's manual score sits next to the AI score, so the difference is clear at once
- Search in the call text and comments linked to a moment in the recording
AI call summary and quality card
On the "AI analysis" tab, each call has a short summary of a few sentences and a quality card with the total score. The summary saves the manager's time: the point of the call is clear before listening, and it goes to CRM as a note with a link to the call. After a recalculation, the summary updates for the selected analysis scenario.
- Summary and total score in the card header, call details next to it
- The AI score and the supervisor's manual score are not mixed, so the difference is clear at once
- Calls analyzed before summaries appeared get one after a recalculation
- Note in amoCRM and Bitrix24: summary, score, sentiment and a link to the call
Dashboard: goals, scores and alerts for the whole line
The dashboard gathers the result of all calls in the period: how many calls took place, what the average score is, which goals were met and where the share of customer negativity grows. You set the alert rules yourself: metric, threshold and time window.
- Goal conversion by operator, scenario and period with a link to the call list
- A customer mood line under the recording and objection marks
- Alerts in Telegram or to a signed webhook
- A weekly summary in Telegram on a schedule
- Keyword dictionary: products, competitors, stop words with Russian word forms taken into account
"Ask calls": a plain-language question to the whole base
Instead of exporting to a table, ask a question: "Why did customers cancel bookings last week?" The AI analyst reviews calls for a period of up to 93 days and answers with links to specific calls. Under each conclusion you can see how many calls it is based on.
- The answer is built only on your calls, each point with a quote
- The note "Based on N of M calls" shows the coverage
- A helper for a single call: summary, what went well, next steps
Analysis of a sales call
Example analysis: synthetic call
Outbound call: commercial offer
75/ 100
Transcript
- OperatorHello, this is Igor from Example Company. You asked for a commercial offer.
- CustomerYes, but a competitor quoted a lower price.
- OperatorLet us compare what is included in our price and theirs.
- CustomerFine. Send me the calculation by Friday.
- OperatorI will send it on Friday before noon.
Checklist: 3 of 4
- Passed: Introduced themselves and stated the reason for calling
- Passed: Handled the price objection
- Missed: Named the product value
- Passed: Agreed on a next step with a deadline
Call summary
The customer compares the price with a competitor. The operator suggested comparing what each offer includes and promised a calculation by Friday noon. Product value was not stated.
CRM note
Promise to the customer: send the calculation on Friday before noon. Stop factor: competitor price.
Where speech analytics helps companies in Belarus
Sales team
Problem. The manager listens to a few calls a week and does not know why the other deals fell through.
What the AI does. AI scores all manager calls by the sales checklist and collects reasons for refusal with quotes.
Outcome. Deal review is based on facts from recordings, not on the manager's retelling.
Booking and reception
Problem. Missed bookings and wrongly quoted prices are found only after a complaint.
What the AI does. The goal "booking made" and the criterion "correct information" are checked in every call, failures arrive as an alert.
Outcome. The administrator learns about the problem on the day of the call and has time to call back.
Collections and service
Problem. You need an audit of every call, and there is never enough time to listen to the whole volume by hand.
What the AI does. Two-channel recording, transcript and scoring of tone and required phrases in all calls.
Outcome. A disputed call is found by search in minutes, with an exact quote.
Training new hires
Problem. The mentor does not see where exactly a new employee loses the customer.
What the AI does. The employee card and the employee report show weak criteria and the worst calls for the period.
Outcome. Training follows specific moments in the recording, not general advice.
How to launch speech analytics
The pilot starts with your real recordings. You do not need to change your PBX or number.
Connect a call source
A1 VATS, your PBX over SIP or file upload. There is a history import for old calls.
Build a checklist
Take the standard criteria (greeting, needs discovery, correct information, objection handling, next step) and add your own.
Set goals and a dictionary
Mark what counts as a successful call and add product names, competitors and stop words.
Set up alerts
Choose the metrics and thresholds at which the manager gets a message in Telegram.
Compare AI scores with manual ones
The supervisor scores some calls by hand, and the calibration screen shows the differences for each criterion.
Common doubts and what to do about them
Will the AI handle my calls accurately?
We show accuracy on your own recordings before you pay: the analysis runs on your calls, with your terms and your line quality. A company dictionary helps recognise product and brand names.
Send a few recordings and get back the transcript, score and summary.
Check my callsWill it work with my PBX and CRM?
We take recordings from A1 VATS and Asterisk and pass the call result to amoCRM and Bitrix24. You can also upload recordings as files, so you keep your number and PBX.
Tell us your PBX and CRM and we will show how to connect.
All integrationsWhere is my data stored?
The cloud edition runs on servers in Belarus. Phone numbers, e-mails and card numbers are masked in transcripts, and an administrator sets how long recordings and transcripts are kept.
Need a closed perimeter? We install Leksta on your own servers.
On-premiseWill AI replace quality controllers?
AI checks every call and a controller reviews the ones that matter: the attention queue shows where to start. You can compare AI scores with manual ones: the calibration screen shows differences for each criterion.
We will show calibration on your calls.
Request a demoWhat if it does not fit?
Start with an analysis of your recordings before you pay. The first-partner programme includes a free 14–30 day pilot: we agree the success metric and end date in writing before it starts. An administrator can delete recordings and transcripts manually.
Leave a request and we will arrange a pilot.
Discuss a pilot
Security and data
What to know about your recordings.
Servers in Belarus
The cloud edition of Leksta runs on servers in Belarus.
Data masking
Phone numbers, e-mails and card numbers are masked in transcripts and digests. Only an administrator can reveal a value, and must give a reason; the action is written to the audit log.
Roles and audit log
Operator, supervisor, administrator and custom roles: 29 access rights and a log of user actions.
Retention
An administrator sets how long recordings and transcripts are kept; cleanup runs with a preview.
Connection and backups
The console runs over HTTPS and backups are encrypted.
On-premise: closed perimeter
The on-premise edition runs without outgoing connections: speech recognition and the language model stay with you.
In the cloud edition an external language-model provider processes call text; fully local processing is available in the on-premise edition. Details are on the On-premise page.
What you get now and what comes next
Available now
- Speech analytics: transcripts, checklist scoring, script control, results in your CRM
- AI trainer for managers
- AI customer portrait
Next
- AI chats: replies to customers in messengers and on your website
- AI calls: a voice AI bot for inbound and outbound calls
Frequently asked questions about speech analytics
How does AI call quality control work?
Leksta receives recordings from your PBX, converts speech to text and checks every conversation against your checklist: criteria, goals and objections. Each score is backed by a quote and problem calls go to the attention queue. A manager opens them at the right moment instead of listening to recordings end to end.
Can I check calls against a script automatically?
Yes. Upload the script as text, PDF, DOCX or a photo: AI checks every step and required point in every call and shows the completion percentage with quotes. More on the Sales script control page.
What is call transcription and how accurate is it?
Transcription turns a conversation into text and separates operator and customer lines. Accuracy depends on recording quality, terminology and accents, so we show it on your own calls before you pay. A company dictionary and speech glossary help recognise product and brand names.
How do I build a call scoring checklist?
Start with a ready template for your scenario, such as sales, inbound or support, and add your own weighted criteria. Mark the conversation goals and required items. A detailed look at criteria and calibration is in our article on call scoring checklists.
How much does speech analytics cost?
Leksta speech analytics is a subscription with a minute bundle: the Team plan is 329 BYN per month and Department is 1,590 BYN. Minutes beyond the bundle are billed separately and the plan does not depend on the number of console users. Prices exclude VAT. Details are on the pricing page.
See also
- Call transcription Converting calls into text with a speaker split.
- Call quality control Scoring managers by checklist without manual listening.
- Quality control of 100% of calls Why selective listening does not work.
- Call scoring checklist Which criteria to include and how to calibrate the score.
- AI chats and AI calls Get demo access and test them on your own scenarios.
- Installation on your own servers Recordings and transcripts do not leave your network.
- Glossary Transcription, sentiment and other terms.
Evaluate your calls
Send a few recordings and we will show the transcript, score and summary against your checklist.