Service Level. AHT. QA Scores. CSAT Surveys. They tell you what happened. They don’t tell you why. They don’t tell you what’s coming.
Spearfish transforms your contact center from a cost center into an intelligence hub- connecting every conversation to real business outcomes, not just operational metrics.
CSAT surveys sample 3% of interactions. QA scores measure script compliance, not whether the conversation worked. AHT rewards speed, not resolution. Disposition codes produce data that was never accurate to begin with.
These weren’t measures of what actually happened. They were the best we could do with the tools we had.
Now we have better tools.
Signals analyze the content of every interaction and turn the conversational patterns, behaviors, and events unique to your business into measurable KPIs—no code or configuration required.
Traditional metrics tell you WHAT happened. Signals tell you WHY—and WHAT’S COMING. Track resolution confidence, friction patterns, emerging trends, and advocacy intent. Apply Signals to your entire historical conversation library immediately, then measure them going forward.
Replaces: CSAT surveys, disposition codes
Traditional QA evaluates 1-3% of calls. Spearfish scores every conversation—voice, chat, email, SMS—against your standards. Your rubric. Your scoring criteria. Applied to everything, tied to actual outcomes—not just whether the agent followed the script.
Replaces: Random QA sampling, checkbox compliance
Most tools treat AI and human agents as separate worlds. Spearfish unifies measurement across your entire operation—resolution rates, sentiment, and outcome metrics in a single dashboard. Understand what’s working, what isn’t, and where the right balance is for your customers.
Replaces: Separate AI and human reporting, deflection-only metrics
Why are escalations spiking? How are new agents performing on billing calls? Instead of submitting a ticket and waiting two weeks for a report, just ask—in plain English, across your entire conversation history and connected business systems.
Replaces: Report queues, analyst bottlenecks
Spearfish connects to your existing CCaaS platforms, CRM, ticketing, and order management systems from day one. No new data collection. No rip-and-replace. Just connect what you have and start getting answers.
Replaces: Siloed analytics, missing context
General AI can read a transcript. We understand the customer.
Every insight in Spearfish is grounded in complete context—what was said, what was happening in your business systems, what happened before, and what happened after. We extract structured, queryable intelligence from every conversation, and maintain that context persistently across channels and interactions over time.
Connect your existing recordings and systems.
Get insights in days, not months.