Call intelligence · SurfacerIQ
Hear every call.
Not just 2% of them.
SurfacerIQ is our call intelligence platform. It transcribes and reads every call, tags it against the signals you care about, and flags what needs action — the moment it happens.
How it looks
A transcript is a record.
SurfacerIQ is a review.
Your phone system can hand you a transcript. SurfacerIQ reads all of them for you, every day, without anyone having to remember.
- 100% of calls monitored, always
- Your own list of signals and tags
- Sentiment and churn signals
- Flagged and routed with no extra work
Capabilities
What SurfacerIQ can do for you
Updated automatically from SurfacerIQ every week.
HIPAA-aligned AI call transcription software for regulated industries. Every call captured, transcribed, redacted, and searchable — with a signed BAA.
Every call in your contact center is ingested and transcribed — not the tiny slice a human QA team can spot-check.
Agent and caller turns are diarized so downstream QA, coaching, and compliance workflows can attribute every line.
Sensitive identifiers can be masked in transcripts and derived artifacts before they reach dashboards or exports.
Full-text search over every transcript, filterable by client, agent, date, tag, or custom taxonomy signal.
Transcripts are linked to the ticket, deal, or client record they belong to — no orphan recordings.
The same transcript stream powers automated QA scoring, compliance triggers, and executive dashboards.
Automate call center QA scoring with AI across 100% of calls. Custom scorecards, taxonomy-driven signals, and coaching workflows for regulated teams.
Every call your team handles is scored — the escalations, the after-hours calls, and the ones your QA team would never have opened.
Configure scorecards against the exact behaviors, disclosures, and clinical or compliance checks your program requires.
Tag calls against your own taxonomy — patient safety, churn risk, escalations, script adherence — instead of a vendor's canned categories.
Failed criteria and standout moments get routed to the right supervisor, with the transcript segment and audio ready to review.
Every score links back to the transcript, the caller, the agent, and the calibration history — so you can defend the number.
Roll-ups by agent, team, site, and program show where behavior is drifting before it becomes a complaint or an audit finding.
AI call compliance monitoring that detects compliance risk on customer service calls in near real time — with an audit-ready evidence trail for every signal.
Missed disclosures, prohibited phrases, and program-specific compliance checks fire the moment they appear in a transcript.
Falls, medication issues, self-harm statements, and other clinical safety triggers escalate to the right person the same day.
Configure the exact compliance and safety categories your program needs — HIPAA, program integrity, script adherence, state-specific rules.
Every triggered signal carries the transcript excerpt, timestamp, audio, agent, caller, and downstream ticket that resolved it.
High-severity signals convert into tickets in SurfacerIQ (or your existing tool), assigned to the owner who has to act on them.
Trend views show where compliance drift is concentrating — by agent, team, site, program, or category — before it lands in an audit.
No sampling. SurfacerIQ transcribes and reads the entire conversation the moment it lands.
You decide what matters. Each interaction is tagged against your taxonomy at ingest — and routed to whoever owns it.
VoIP calls, voicemails, SMS, tickets, documents — streamed in continuously from 3CX, Twilio, Teams, Zoom, and your EHR. No batch windows.
Define the signals that matter — 911 references, falls, language barriers, churn risk. SurfacerIQ tags every interaction the moment it lands.
Dashboards roll up signal velocity, sentiment shifts, and time-of-day patterns so leadership sees risk emerging, not in the quarterly review.
Route flagged interactions to the right RN, RCM analyst, or compliance officer. Track resolution. Show your auditors the trail.
How it works
From a single voicemail
to the audit log.
It runs in the background so your busy team does not have to.
- 01
Ingest every interaction
Calls, voicemails, SMS and more — streamed in continuously from 3CX and your other systems.
- 02
Tag against your list
Define what matters — falls, 911 mentions, language barriers, churn risk — and every call is tagged as it lands.
- 03
Surface what needs action
Dashboards show trends and spikes so leaders see risk early, not in the quarterly review.
- 04
Close the loop
Flagged calls go to the right person. Resolution is tracked, so you have the trail for auditors.
Latest from SurfacerIQ
Auto-updatedSee your own calls in SurfacerIQ
We connect it to your Telernet phone system — no new phones, no extra work for your team.