Case: Telephony Dashboard with AI Analysis

Корпоративные веб-решения с интегрированной аналитикой

I am a developer. In this case, I demonstrate how, based on call recordings, we created a telephony dashboard with speech recognition and analytics—focusing on quality, security, and operation.

Practical Case: Call Center and Sales Department

• Source data: call recordings from PBX, requirement to store on own servers, need for quick reports on topics and quality.
• Implementation: audio export via API, transcription, semantic tagging of conversations, dashboard with filters and access roles.
• Operation: structured logs, processing time/queue metrics, zero-downtime updates.

Quick immersion in context

• Conversations with responsible parties: goals (quality/training/scripts), KPIs (response time, satisfaction), terminology.
• Subject area: types of calls, markers of successful/problematic calls; risks and assumptions.
• Integrations: audio sources, latency and availability requirements, system owners.

Architectural Solutions and Compromises

• Stream processing or batch processing: latency versus cost.
• Voice Activity Detection (VAD), diarization, punctuation restoration — by scenarios.
• Queues/cache for load retention, retry with pause on failures.

Pitfalls and Anti-Patterns

• Noise, parallel speech — setting parameters for recognition and filtering.
• Specific terms — vocabulary/model adaptation and post-processing.
• Long processing queues — "back" control, task limits, and prioritization.

Quality, Metrics, and Operations

• SLI/SLO: p95 latency, error budget, uptime; alerts based on SLO
• Test strategy: unit/contract/E2E, load testing, canary releases
• Observability: structured logs, tracing, metrics
• CI/CD, migrations, rollbacks, health checks, and readiness probes

Security and Data

• PII/secrets: encryption at rest/in transit, key rotation
• Roles and access, log masking, action auditing
• Storage policies, TTL, regional requirements

Your virtual PBX is not just a communication tool, but a goldmine of data about your clients, service quality, and sales efficiency. But how do you extract useful insights from hundreds of hours of call recordings? I propose the development of a custom web dashboard for telephony analysis, which will use AI to turn your calls into clear and visual analytics.

Market Analysis: Why Standard ATS Reports Are Just the Tip of the Iceberg?

• Surface metrics: Standard reports show only the number and duration of calls, but not their content.
• Security Issues: Storing call recordings in the cloud of a PBX provider does not always comply with security requirements and personal data legislation.
• Lack of in-depth analysis: You do not know what problems clients most often address, which sales scripts work better, and which operators need additional training.

Technological capabilities of my solution

Our dashboard is your own analytical laboratory, operating on your servers and according to your rules.

Key Features:

• 🎯 Safe Storage: All call recordings are exported via API from your PBX (e.g., Asterisk) and stored on your server, ensuring complete control and data security.
• 🗣️ Speech Transcription: The neural network automatically translates all conversations into text with high accuracy.
• 📱 Semantic Analysis: AI analyzes the content of conversations, determining the purpose of the call, the customer's mood, and the mention of keywords (for example, "problem," "competitor,"
• 📚 Flexible Authorization: I can set up an authentication system through Google Sheets or any other system you use to provide dashboard access to different groups of employees.
• 🎵 Data Visualization: All analytics are presented in the form of clear graphs and charts in real time.

Business Potential: Who is this Solution For?

• Call centers: Evaluate operator efficiency, monitor service quality, and identify growth opportunities.
• Sales Departments: Analyze sales scripts, identify best practices, and train newcomers using real examples.
• Quality Departments: Automatically identify problematic calls and work on improving the customer experience.

Technical implementation

• Backend: Python (Flask) / Node.js.
• Frontend: React/Vue.js.
• AI: Speech-to-Text (Whisper API), Text analysis (OpenAI/Claude).
• Integrations: Any virtual PBX with API.

Evidence of Effectiveness

• Improving Service Quality: Reduction in the number of negative calls by 30-50%.
• Sales Growth: Increasing conversion by 15-20% through script optimization.
• Time-saving: Reducing the time spent on manually listening to calls by 90%.

I am ready to develop an analytical dashboard for you, which will become your main tool for decision-making.

• ✅ You will receive a system fully integrated with your PBX.
• ✅ All data will be stored on your servers.
• ✅ We will customize dashboards and reports according to your KPIs.
• ✅ We provide full technical support and training.

Telegram: @sashanoxon
Email: [email protected]

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