Tenesys Analytics: AI call quality scoring and coaching for contact centres
In short: Tenesys has launched analytics.tenesys.com — a platform that transcribes every phone call, scores it against the company’s own quality criteria and turns the results into agent KPIs and coaching. It connects to 3CX, Asterisk, XCALLY, Genesys Cloud, Avaya and Cisco phone systems and works with Lithuanian, Latvian and English calls.
This summary was generated automatically by AI from Tenesys's publication. It is our own text, not a copy of the original — facts, figures and quotes belong to the source, linked above and below.
What changed?
- 1Every call is transcribed with speech-to-text tuned for the Baltic languages, with optional translation.
- 2Calls are scored automatically against weighted quality scorecards that each company defines (greeting, identity check, ownership, GDPR recording notice and more).
- 3Sentiment, topics and keyword rules are detected per call; managers can adjust a score and the results are recalculated across the system.
- 4Agent quality rankings, KPI and SLA reports, first-call resolution and repeat-call tracking.
- 5Coaching workspace: AI insights per agent, skill matrix, coaching notes and goals.
- 6Sensitive data such as card numbers and personal codes can be masked in transcripts automatically.
- 7Integrations via PBX webhook and an API for transcripts and sentiment; recordings can be archived to AWS S3.
Why it matters
Most contact centres manually review only a small sample of calls. Scoring 100% of calls against your own criteria shows where each agent loses quality and which topics drive repeat calls — and lets managers coach on facts instead of impressions.
What it means for AI agents and contact centers
Tenesys clients on 3CX or Asterisk can connect their existing phone system without changing it and start with a scorecard template, then adapt the criteria to their own scripts and compliance rules.
🧪 Worth Testing
A quick way to see quality gaps across all calls — connect a PBX, pick a scorecard template and review the first agent ranking.
Sources
- TenesysOfficialPrimary sourceOriginal article →„Tenesys Analytics — AI Call Analytics & Employee Performance Scoring“27 Oct 2026, 22:28
- Published by source
- 27 Oct 2026, 22:28
- Found by our system
- 27 Oct 2026, 22:28
- Summary generated
- 27 Oct 2026, 22:28
This article was written by AI from the original source. Facts, numbers and prices come from the source; missing values are marked “Not specified”. Legal notice, copyright and privacy