From Measuring Motion to Measuring Impact
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.
The Metrics Patchwork Is Broken
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: Measure What Matters, Not Just What's Easy
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.
Replaces: CSAT surveys, disposition codes
Automated Quality Management: 100% Coverage. A Fraction of the Cost.
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.
Replaces: Random QA sampling, checkbox compliance
AI + Human Performance: One View Across Every Agent
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.
Replaces: Separate AI and human reporting, deflection-only metrics
Copilot: Ask Anything. Get Answers Now.
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
Connect Your Data: Insights From What You Already Have
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
Why We Can Do What Others Can't
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.
See What You've Been Missing
Connect your existing recordings and systems. Get insights in days, not months.