of calls captured + transcribed
TRACKED CALLS / 24H1,284+12.4%SMS RECOVERIES / WK287+8.1%DEMAND REACTIVATION RESPONSE RATE41.0%+3.2ppAU + NZ CLIENTS LIVE512+11AVG QUOTE RESPONSE47 MIN-9 minISO 27001CERTIFIEDTRACKED CALLS / 24H1,284+12.4%SMS RECOVERIES / WK287+8.1%DEMAND REACTIVATION RESPONSE RATE41.0%+3.2ppAU + NZ CLIENTS LIVE512+11AVG QUOTE RESPONSE47 MIN-9 minISO 27001CERTIFIED
GibsonFamily-Owned Sydney Lead Engine · Since 2006
SA:AU · GIBSON
Speech Analytics
Every call recorded. Every conversation analysed. Every coaching gap surfaced. AI transcribes, scores sentiment, flags missed opportunities. The signal you cannot get from call totals alone.
ISO 27001ACMA + state IVRAU + NZNo lock-in
FROM$49AUD / month add-on + usagerequires call tracking↓ Ring-out 33% to 15%350-store coaching deploymentGet a quote
Key statistics
The four numbers that frame the operator problem.
sentiment + keyword + opportunity flagging
AUD / mo add-on, consumption-based
27001 audited recording infrastructure
The conversation gap
You hear the call total. You do not hear what was said.
Speech Analytics is the layer between call tracking and CRM. It tells you which calls went well, which staff need coaching, which competitors are coming up, which objections recur.
opportunities never surfaced
Without recording, the calls that went sideways disappear. The caller asked about pricing, the team did not answer, the lead walked.
reception and sales-team quality
You do not know how your team is greeting callers, handling objections, or quoting. Speech Analytics surfaces the patterns.
gaps compounding monthly
New staff get hired. Old habits get baked in. Without recording you cannot coach what you cannot hear.
What is it?
What is Speech Analytics?
Your team takes calls every day. Most operators have no idea what's said on them. Are buying signals being missed? Are objections handled? Is compliance language being used?
Speech Analytics records every call, transcribes it, and tags what matters: booking intent, price objections, urgency, competitive mentions, compliance keywords, overall sentiment. The calls that need attention surface automatically.
Listen at scale. Coach what matters. Catch the calls that needed a follow-up before they go cold.
Recorded call
Strong buy signal
AI tags
Booking intent
Price objection
Urgency
Competitor named
Compliance flag
Sentiment shift
Tagged CallLive
Caller: 04 1234 5412
Duration: 4 min 12 sec
Department: Sales · Karen
Tag fired: Booking intent · 0:48
Action: Surfaced for follow-up
Call Recording
0:00 / 4:12
Sentiment Analysis
positive
Source / Medium / Keyword / AdType
Booking intent / Confidence 92% / "can we lock that in" / Sales · Karen
Links
Follow-up booked: Yes
CRM record: Updated · deal stage 2
Pushes to
01
Every call recorded
Compliance-grade recording across every inbound. ISO 27001 storage, configurable retention, ACMA-compliant disclosures.
02
AI tags what matters
Booking intent, objections, compliance, urgency, sentiment shifts. The tags fire on the transcript, not on guesses.
03
Right calls surface
Only the calls that need attention reach a person. Manager dashboards, coaching feeds, compliance escalations all populated automatically.
The mechanism
Call recorded. AI analyses. Coaching report delivered.
What happens between the phone call and the operator dashboard.
- 01
Call recorded
Every tracked call is captured with full audio. ACMA-compliant consent handling, state-by-state IVR rules. ISO 27001 audited.
- 02
AI transcribes + analyses
Audio converts to searchable transcript. AI scores sentiment, flags keywords (pricing, competitor names, complaints), highlights missed opportunity moments.
- 03
Quality scored
Per-call quality rating 1 to 10, per-staff rolling averages, ring-out and silence detection, opening and closing scripts evaluated.
- 04
Coaching report
Monthly team report with named staff scores, top 3 coaching themes, missed-opportunity transcript snippets, training recommendations.
Operational credentials. ACMA-compliant call recording. Australian Telecommunications Act 1979 compliant with state-by-state IVR consent. NZ Privacy Act standards. All recording audited under ISO 27001 certification.
Free tool
Audit your inbound phone experience in 5 minutes.
CallFit Agent Studio: AI-led audit of your current phone flow. Click-to-call, after-hours routing, missed-call SMS, CRM integration. Free, no signup.
What's in the box
Six things in the box.
100% call capture
Every tracked call recorded. Audio + transcript. Searchable, exportable.
AI sentiment analysis
Per-call sentiment score. Flags angry callers, missed opportunities, recurring objections.
Keyword + entity flagging
Surface mentions of pricing, competitor names, specific products. Filter dashboard by keyword.
Per-staff quality reports
Rolling staff scores. Coaching flags. New-hire onboarding tracking.
ACMA + state IVR compliance
Compliant consent handling per state. ISO 27001 audited infrastructure.
Monthly coaching report
Top 3 themes, transcript snippets, training recommendations. One page, sent on the first.
Pricing
From $49/mo, add on to call tracking.
Requires a Gibson call tracking package. Billed on consumption alongside call usage. Same numbers we quote everyone.
- 100% call capture and transcription
- AI sentiment + keyword + opportunity analysis
- Per-call quality scoring 1 to 10
- Per-staff rolling quality averages
- ACMA-compliant consent handling
- State-by-state IVR rules
- ISO 27001 audited infrastructure
- Monthly coaching report
- Direct access to senior team
Case studies
What it looks like in practice.
Three Gibson client patterns where Speech Analytics surfaced what call totals never could.
Why 33% of calls were ringing out before they got answered.
A 350+ store automotive network had ring-out rates around 33%. Speech Analytics surfaced that early-call abandonment was concentrated in specific stores with longer pickup delays. Targeted coaching across those locations cut ring-out to 15%.
Outcome: Ring-out 33% to 15% via reception coaching surfaced from recordings
Which staff are quoting, which are dodging.
A multi-staff sales function had inconsistent closing rates. Speech Analytics scored each staff member on quoting cadence, objection handling, follow-through. Coaching focused on the bottom quartile lifted the team average.
Outcome: Closing-rate variance reduced via per-staff coaching reports
What was actually said when the customer disputed the quote.
Recording every call gives the operator audit-grade evidence for any later dispute. ISO 27001 audited. State-by-state consent handling. The recording is the source of truth.
Outcome: Audit-grade dispute resolution from compliant recordings
FAQ
The questions every operator asks before signing.
Is call recording legal in Australia?
Yes, with the right consent handling. Gibson Speech Analytics handles state-by-state IVR consent automatically. ACMA-compliant. Australian Telecommunications Act 1979 compliant.
Do I need to tell callers they are being recorded?
Yes. Gibson configures the IVR greeting per your state requirements. The caller hears the disclosure before connection.
Can I search transcripts?
Yes. Full-text search across all calls. Filter by date, staff, keyword, sentiment.
How does AI analysis work?
Audio is transcribed to text. AI models score sentiment, flag keywords, identify missed opportunities, evaluate script adherence. The model is reviewed quarterly against your call patterns.
Can I coach specific staff from the reports?
Yes. Per-staff rolling quality scores. Bottom-quartile staff flagged automatically. Transcript snippets attached for coaching context.
Is this ISO 27001 audited?
Yes. The recording and transcription stack runs on ISO 27001 certified platform infrastructure.
How is data stored?
Encrypted at rest, encrypted in transit. AU-hosted. Retention policy configurable per client (typical: 2 years, configurable up to 7).
Does this integrate with my CRM?
Yes. Call records + sentiment + transcript link push into Zoho, HubSpot, Salesforce, GoHighLevel via webhook.
How long does setup take?
5 to 7 business days. Gibson handles the technical setup remotely.
Can I cancel any time?
Yes. Month-to-month, no lock-in.
How does speech analytics relate to call tracking and DNI?
Speech analytics is an add-on that sits on top of call tracking and dynamic number insertion. Call tracking attributes the call to its source. Dynamic number insertion swaps the number on your website by visitor source. Speech analytics then records, transcribes, and scores the conversation. You need call tracking first. Speech analytics is the layer on top.
What is the call tracking pricing if I want speech analytics included?
Call tracking packages start from $99/mo. Speech analytics adds from $49/mo on top, billed on consumption alongside call usage. No setup fee, no lock-in. Multi-site networks get custom pricing. Same numbers we quote everyone.
Pairs with
Hot intent on the call? Demand Reactivation it before they go cold.
Speech Analytics flags the calls where someone asked for a quote and never got followed up, or a booking and never got confirmed. Demand Reactivation picks them up by SMS within hours. Same managed service.
See Demand ReactivationReady?
Brief us in 15 minutes. Quote inside the hour.
You tell us your call volume, your team size, and your coaching priorities. We send the quote and the go-live date the same hour.