Sold by: CloudZA
Deployed on AWS
AWS Free Tier
Smart Call Analytics turns every customer conversation into structured insight using AWS Transcribe, Comprehend, and Bedrock. Automatically transcribe, redact PII, score quality, and surface coaching opportunities across 100% of calls, with no sampling and no manual QA bottlenecks. Deploys into your AWS account with full data sovereignty and integrates with existing contact center platforms via standard call recording exports.
Overview
Smart Call Analytics is a fully managed speech analytics and quality assurance solution that processes every customer call, not just a sampled few, to deliver consistent, objective, and actionable insight. Powered by Amazon Transcribe Call Analytics, Amazon Comprehend, and Amazon Bedrock foundation models, it converts unstructured voice data into searchable transcripts, sentiment trends, compliance signals, and AI-generated call summaries. Built for contact centers that need to scale quality monitoring without scaling headcount, Smart Call Analytics automates traditional QA workflows. Calls are transcribed with speaker separation, sensitive data (PCI, PII, POPIA-relevant identifiers) is automatically redacted, and conversations are scored against your custom QA rubric using large language models. Supervisors receive prioritised coaching queues, agents receive consistent evidence-based feedback, and compliance teams get a defensible audit trail across 100% of interactions. Dashboards surface trends in customer sentiment, agent performance, call drivers, and first-call resolution, while alerting flags non-compliance, escalation risk, or churn signals in near real time. Smart Call Analytics deploys into the customer's own AWS account, keeping all call recordings and transcripts within their data perimeter. It is contact-center agnostic, integrating with Genesys Cloud, Amazon Connect, Avaya, Cisco, and any platform that exports call recordings to S3. CloudZA, an AWS Advanced Tier Services Partner, delivers full implementation, custom QA scorecard design, language-model tuning for South African English and regional accents, and ongoing managed services. Custom private offers are available for enterprise deployments, BPOs, and regulated industries including financial services, healthcare, and insurance.
Highlights
- Analyse 100% of calls automatically. Replace manual QA sampling with AI-powered scoring, transcription, and sentiment analysis across every customer conversation.
- Built on AWS native services (Amazon Transcribe Call Analytics, Comprehend, and Bedrock), deployed in your AWS account with PII redaction and POPIA/GDPR-aligned data handling.
- Contact-center agnostic. Integrates with Genesys, Amazon Connect, Avaya, Cisco and any platform exporting recordings to S3, with custom QA scorecards tailored to your business.
Details
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
This product is available free of charge. Free subscriptions have no end date and may be canceled any time.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Vendor refund policy
CloudZA Provides a 7 day refund policy, with custom solutions a direct engagement and MSA will be provided.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
CloudZA provides full implementation and ongoing managed services support for Smart Call Analytics. Standard support includes business-hours assistance (08:00 to 17:00 SAST, Mon to Fri) via email and ticketing, with response SLAs aligned to severity. Enterprise private offers include extended-hours coverage, named technical account management, and quarterly business reviews. Implementation services cover AWS account setup, call recording ingestion pipelines, custom QA scorecard configuration, language model tuning, dashboard deployment, and agent/supervisor training. As an AWS Advanced Tier Services Partner, CloudZA escalates directly to AWS Support where required. Contact: support@cloudza.co.za |
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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