At a Glance

Client: FinanceCo, a major player in the financial services industry with a large-scale telesales operation.

Challenge: With thousands of sales calls happening daily, leadership had virtually no insight into conversations. Manual review was impossible to scale, leading to inconsistent agent performance, missed revenue opportunities, and a reactive approach to quality assurance and training.

Solution: A custom-built, AI-powered Call Intelligence & Coaching platform. This full-stack web application serves as a central nervous system for the sales floor, automatically transcribing, analyzing, and surfacing insights from every single call.

Results:

• 100% call analysis coverage, a monumental leap from the previous <1% manual spot-checks.

• 15% increase in sales conversion rates within the first quarter of deployment.

• 40% reduction in new agent onboarding and ramp-up time.

• 300% improvement in QA team productivity by automating scoring and flagging critical calls.

  
  

The Challenge: The Black Box of High-Volume Sales

For FinanceCo, the telesales team is the engine of growth. Hundreds of agents engage in thousands of customer conversations every day. However, this high volume created a critical blind spot. Management had no scalable way to understand what was being said in these crucial interactions.

The consequences were significant:

• Inconsistent Performance: Top performers were clear outliers, but there was no systematic way to clone their successful techniques and train the rest of the team.

• Ineffective Coaching: Team leads relied on gut feelings and anecdotal evidence, struggling to provide the specific, data-driven feedback agents needed to improve.

• Time-Consuming QA: The quality assurance process was a needle in a haystack. The QA team could manually review less than 1% of all calls, leaving the company exposed to compliance risks and missed opportunities for improvement.

FinanceCo needed to move from guesswork to a data-driven strategy. They envisioned a solution that could listen to every call, understand what was happening, and turn those conversations into actionable intelligence for reps, managers, and leadership.

The Solution: An AI Engine for Sales Excellence

FinanceCo partnered with Neurix AI to build a sophisticated, end-to-end Call Intelligence platform from the ground up. We developed a secure, internal tool designed to give every level of the sales organization the insights they need to excel.

Our team delivered a comprehensive solution that automates the entire call analysis pipeline. The platform empowers FinanceCo to:

• Extract Actionable Insights: Automatically identify conversation topics, customer sentiment, talk-to-listen ratios, and adherence to sales scripts across thousands of calls.

• Supercharge Agent Coaching: Provide agents with post-call analysis and AI-powered feedback, while equipping team leads with data-driven dashboards to identify coachable moments.

• Streamline Revenue Operations: Uncover winning sales behaviors and identify patterns in customer objections, allowing leadership to refine strategy and training programs.

• Automate Quality Assurance: Automatically score calls against custom rubrics, flagging interactions that require human review and ensuring 100% coverage.

The result is a single source of truth that transforms raw call audio into a strategic asset, driving performance and revenue.

The Results: "A Quantum Leap in Our Sales Operations"

The platform's impact was immediate and transformative. For the first time, FinanceCo had a complete, searchable, and analyzable view of every customer interaction.

Immediate, measurable impact:

• A 15% uplift in sales conversions was achieved as the platform identified the talk tracks of top agents, allowing these techniques to be scaled across the entire team.

• New hire ramp-up time was slashed by 40%. Instead of just shadow-listening, new agents could learn from a curated library of best-practice call examples organized by topic and outcome.

• The project was delivered on schedule, allowing FinanceCo to quickly realize the benefits and integrate the tool into their core operational workflow.

The feedback from stakeholders confirmed the platform had become an indispensable part of their operations.

"Neurix AI delivered a quantum leap for our sales operations. We've moved from guessing what works to knowing, with data to back it up. The platform is now the central nervous system of our sales floor, fundamentally changing how we coach, train, and strategize." - Head of Sales Operations, FinanceCo

The platform’s power to drive targeted improvement was praised by managers who use it daily.

"My one-on-ones are now 100% data-driven. I can go to the exact moment in a call where a rep needs help and offer specific, tactical advice. It's the most effective coaching tool I've ever used." - Sales Team Lead, FinanceCo

By partnering with Neurix AI, FinanceCo transformed a critical operational bottleneck into a powerful competitive advantage, creating a culture of continuous improvement backed by cutting-edge AI.

Technical Deep Dive: The Architecture Behind the Intelligence

Building a mission-critical platform capable of processing and analyzing thousands of daily calls required a robust, scalable, and intelligent architecture.

The application core is a full-stack solution built for performance. The frontend is a responsive Next.js application, providing an intuitive dashboard interface for agents and managers. The backend is powered by Python with the FastAPI framework, chosen for its high-performance asynchronous capabilities, essential for handling concurrent data processing tasks. All metadata, user information, and analytical results are stored in a PostgreSQL database.

The Asynchronous AI & Data Processing Pipeline

The true innovation lies in the data processing engine. To handle the immense volume of call data without compromising application performance, we designed an asynchronous pipeline using Celery as the task queue, with Redis as the message broker.

The analysis workflow is driven by cutting-edge AI:

1. Ingestion & Transcription: Call recordings are fed into the system, where Celery workers pick them up for processing. Calls are first transcribed using Azure's Speech-to-Text services.

2. AI-Powered Analysis: The transcriptions are then passed to a powerful analysis layer built with LangChain and Azure OpenAI models. This layer performs summarization, sentiment analysis, topic extraction, and QA scoring.

3. Context-Aware Insights with RAG: To ensure the AI's analysis was highly relevant to FinanceCo's specific business context, we implemented a sophisticated Retrieval-Augmented Generation (RAG) pipeline. Key information—such as product details, compliance scripts, and proven sales playbooks—was embedded and stored in our PostgreSQL database using the pgvector extension. This allows the AI to "retrieve" relevant contextual documents before "generating" its analysis, making its insights and coaching tips exceptionally accurate and actionable.

   
   

Deployment and Infrastructure

The entire system is designed for security and scale. The application components are containerized using Docker for portability and consistency.

• The backend services (FastAPI and Celery) are deployed on Amazon Elastic Container Service (ECS), providing a resilient and auto-scaling environment to manage fluctuating processing loads.

• The Next.js frontend is hosted on AWS Amplify, which offers a fully managed CI/CD pipeline and fast content delivery via its global CDN.

This robust technology stack ensures the platform is not only intelligent but also stable, scalable, and secure enough to be the trusted foundation of FinanceCo's sales operations.

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