Prove what customers were told.
Review every call against your QA framework and approved guidance—with evidence your team can verify.
Send five recordings. Receive evidence-backed findings within three business days. No signup or platform change.
Independent assurance for regulated calls — so every outcome is defensible.
No platform replacement. Start with uploaded recordings, then connect ingestion when ready.Email sales@abilitix.com.au
| Filename | Agent | Score/Flag | Relative Time |
|---|---|---|---|
| service_call_033.mp3 | Agent 088 | 44% | 3d ago |
| outbound_queue_0842.mp3 | Agent 104 | ZTP | 2h ago |
| inbound_support_017.wav | Agent 217 | 38% | 1d ago |
verified Representative product view — metrics and filenames anonymised. Production scores link to transcript evidence.
Working with Australian teams
A high score can still hide the wrong answer
An agent can greet the customer correctly, follow the process, and still explain a policy, fee, entitlement or next step incorrectly.
- check_circleWas the required behaviour present? Scored against your QA rubric.
- check_circleDid the answer match approved guidance? Checked against the policies or instructions you provide.
- check_circleCan a reviewer verify the finding? Every material result links to supporting conversation evidence.
Illustrative: claim verification
INCONSISTENTIllustrative example — production findings link to supporting conversation evidence.
Start with a 5-call Risk Scan
See evidence on your calls before any sales process.
Email 5 recordings (plus your scorecard if you have one). We return findings with transcript evidence and practice opportunities mapped to your scorecard within three business days of receiving usable files.
What you get
- check_circleUnsupported answers flagged with evidence snippets
- check_circleGuidance mismatches, where approved guidance is provided
- check_circlePractice opportunities mapped to the same scorecard
- check_circlePath into founding assessment or paid implementation if it fits
No signup. NDA available. Audio deleted after processing; scan artefacts removed within 7 days unless you keep them for implementation.
Ready to go deeper?
Qualified teams can move from the Risk Scan into a founding assessment covering up to 200 calls, one workflow and one scorecard — completed within 30 days, subject to fit and available capacity.
Start with the Risk Scan.
Currently working with Australian teams on call assurance, calibration and practice workflows using real conversations.
Built for teams where what was said has to be defensible
Client assurance
For BPOs and outsourced teams that need to demonstrate campaign quality with evidence—not only a QA percentage.
Sales, disclosures and appointment-setting
Check required wording, qualification, objection handling and appointment confirmation consistently across calls.
High-stakes service conversations
Review complaints, hardship, claims and policy-guidance calls where an inaccurate answer can create customer, commercial or compliance risk.
Relevant to regulated and client-accountable customer operations.
Four steps from visibility to practice
1. Ingest
Upload recordings to begin. Connect ongoing ingestion through your existing systems when ready.
2. Score
Configurable rubrics score every call with transcript evidence quotes on each check — not black-box labels.
3. Review and act
Reviewers inspect the evidence, confirm or override findings, and route follow-up, compliance review or practice.
4. Practice
Practise difficult conversations against the same scorecard used on real calls. Agents receive evidence-backed feedback, repeat the scenario and build readiness before the next customer conversation. Coach Practice →
Every outcome defensible — score, review, then practise on the same rubric before the next live call.
What Listen helps you do
Three outcomes that matter in production. Full depth on the Features page — including optional Coach Practice on the same scorecard.
Find what matters
Score every available call, identify missed checks and surface conversations that need attention.
Prove why it matters
See the conversation evidence, approved-guidance reference and scoring version behind each material finding.
Act on it
Route findings for human review, compliance follow-up or practice using the same rubric.
Built to survive the questions a regulated buyer will ask
The essentials for a regulated buyer review are engineered today. ISO 27001 and SOC 2 Type II are on our assurance roadmap — full detail on Security.
Stored in Australia
Customer content is stored in Sydney.
Audio deleted by default
Default: recordings are deleted after scoring — Listen is not a recording archive. Optional: a tenant admin may opt in to retain audio for in-product QA listen-back (same content retention window). Keep master recordings in your own systems. Security overview.
Tenant isolation
Row-level security and JWT-scoped access — enforced by design and checked in automated CI tests.
No model training
Deepgram opt-out in code; no Abilitix training on customer data.
Full procurement detail: Security overview · security@abilitix.com.au
Pricing for regulated conversation teams
Most teams start with a 5-call Risk Scan. If there is a fit, we scope an implementation and calibration period based on call volume, rubrics, ingestion method, review workflow and support needs. Go-live setup is quoted separately. Book a 20-minute fit check or email sales@abilitix.com.au.
Go-live setup
Rubric mapping, calibration on sample calls and first live scores are handled as a separate one-time setup, quoted after a fit check.
Starter
Governed scoring baseline
For teams starting with evidence-backed QA review and call audit workflows.
5,000 scored minutes · illustrative ~1,000 calls at 5 min AHT
No KA or Rubric Studio
Growth
Full compliance stack
For regulated teams adding Knowledge Accuracy, Rubric Studio, alerts and case-file export.
15,000 scored minutes · illustrative ~3,000 calls at 5 min AHT
KA, Rubric Studio, alerts, case file
Enterprise & BPO
Custom commercial terms
Volume, API, invoicing
Coach Practice uses the same scorecard as live calls — optional add-on, quoted with the package.
Frequently asked questions.
Top questions below — full security and billing detail on Security overview and Pricing.
We already use conversation or speech analytics — how is Listen different?
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Many teams use a broad analytics layer for trends, coaching, and reporting. Listen is the assurance layer for regulated checks: your scorecard, cited transcript evidence per check, knowledge accuracy where configured, and audit events — especially when a client, auditor, or compliance team asks “show me.”
Do you replace our QA or compliance team?
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No. Listen helps QA and compliance teams cover more calls, prioritise review, and defend decisions with evidence. Human judgement stays in the workflow — we support review and escalation, not unsupervised automation.
Do we have to change our phone system?
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No. We start from exported recordings — email or share a drive link. You do not need to replace your contact-centre stack. Connect ongoing ingest later when you are ready.
How soon do we see results?
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Findings on 5 calls within 3 business days once we have usable recordings (and your scorecard or rules if you send them). Full go-live is separate — implementation and calibration after a fit check.
Where is our data stored?
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Customer content at rest is stored in Australia (Sydney). Each customer’s data is isolated to their tenant. Scoring may process transcript text outside Australia — full subprocessor map on the Security overview.
Do you train AI models on our calls?
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No. We do not train or fine-tune on your calls, transcripts, or scores.
Does Listen include call playback?
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By default, no. Raw audio is deleted after scoring; reviewers use cited transcript evidence. A tenant admin may opt in to retain audio for in-product QA listen-back (bound to content retention). Keep master recordings in your own systems. Full detail on the Security overview.
Ready to see Listen on your calls?
No signup. Send 5 recordings. Get evidence-backed findings.