Every Call Is a Risk.
Or an Opportunity.
Fraud slips through before you notice. Compliance violations surface weeks after the fact. Agents go unchecked. ConnexCS turns every conversation into real-time intelligence — detecting threats, enforcing rules, and surfacing insights the moment they matter.
Call Recording: The Essential Foundation
Before any analysis can happen, every word must be captured. ConnexCS records calls in-line and in real-time — the bedrock that makes intelligent content analysis, transcription, and fraud detection possible.
Regulatory Compliance
Finance, insurance, legal, and healthcare sectors demand precise call records. Enable full-coverage recording from the ConnexCS control panel with a single switch — instant compliance, zero complexity.
Flexible Sampling Rates
Record 100% of calls or configure a percentage-based sampling rate. Balance storage costs and coverage requirements without ever compromising on the data you need for downstream analysis.
Secure Storage & Access
Every recording is secured, timestamped, and indexed by Call-ID. Browse by date (YYYY-MM-DD), locate any call instantly, then download or play back audio directly from the customer portal.
Performance Monitoring
Random call sampling gives supervisors objective evidence to coach agents, resolve disputes, and drive continuous improvement — without the cost of monitoring every single conversation manually.
Every Call, Captured in Real Time
Every call is valuable data. ConnexCS captures them the moment they arrive, preserving complete context for analysis and smart action. No dropped frames. No guesswork. Nothing lost.
Search recordings to find patterns that matter: fraud signals buried in customer language, quality gaps that leak revenue fast, compliance violations hiding in the noise. Pull calls by date, ID, or keywords in seconds.
Turn conversations into actionable intelligence. Catch problems early. Coach teams with hard evidence. Build audit trails that hold up. All the power you need, zero complexity.
Transcription Query Profiles
Define exactly what you're listening for. A Query Profile lets you build phrase-matching rules using plain English — combine keywords with AND, OR, and NOT operators to construct precise detection logic. ConnexCS handles the rest, matching against every transcribed call automatically.
Lemmatization means you don't need to list every word variant. Search for "run" and the system catches "running", "ran", and "runs" too. Build once, catch everything — without keeping a dictionary.
Profiles can be set to Public or Private, scoped to specific customers or applied globally. Reuse saved queries across multiple use cases without rebuilding from scratch each time.
Set It. Forget It. Act on What Matters.
When a query profile detects a match, ConnexCS doesn't just log it — it does something. Configure the exact response you need, automatically.
Trigger Alert
Fire an instant notification by call, SMS, or email the moment a phrase is detected. Know before the call ends.
- Notify by call, SMS, or email
- Attach a message template
- Apply a penalty: 1 min, 5 min, 15 min, 1 hour, 1 day, or 1 year account suspension
- Leave penalty disabled for monitoring-only mode
Hangup Call
Terminate a call the instant a prohibited phrase is spoken. No manual intervention. No delay. Zero tolerance, automated.
- Instant in-call termination on phrase match
- Enforce prohibited content policies automatically
- Combine with alert to notify supervisors simultaneously
- Works on any profile — per customer or global
Search Every Word Ever Spoken
Every transcribed call is indexed into a full-text search engine — available only to you. Enter a keyword, a phrase, or a complex boolean query and get results ranked by relevance with a confidence score.
Run ad-hoc queries with * to browse everything, or use saved queries to replay the same search against new calls. Boolean operators (AND, OR, NOT) let you build precise filters that surface exactly what you need.
Each result shows the Call-ID, date, customer name, the matched sentence, the call leg (caller or callee), and a relevance score — everything you need to act fast.
Know the Moment It Happens
Waiting for a report to catch a problem means the damage is already done. ConnexCS alerts fire during or immediately after the call — before the window to respond closes.
Call in Progress
Transcription runs in real-time. Every spoken word is indexed the moment it's captured.
Query Profile Match
A phrase defined in your profile is detected. The system scores the match and triggers the configured action.
Alert Fires
Notification sent via call, SMS, or email. Supervisors are in the loop instantly — no dashboards to check.
Penalty Applied (Optional)
Account suspended for 1 minute to 1 year, or left in monitoring-only mode. Your policy, your call.
See It in Action
Real-world scenarios powered by real ConnexCS capabilities — no overpromises, just what the platform actually does.
Hangup action triggered. Supervisor notified via SMS within 3 seconds of phrase detection.
Start Catching What Others Miss
Three steps from zero to full call content intelligence. No professional services. No weeks of onboarding.
Enable Transcription
Navigate to Setup → Settings → Account and click Enable Transcription. Choose your sampling rate — from 1% spot-checks to always-on full coverage.
Build a Query Profile
Go to Global → Transcription → Transcription Query Profile. Name it, write your phrase, set visibility, and choose an action: Alert or Hangup.
Configure Alerts
Link your profile to a customer alert. Set the notification channel (call, SMS, or email), attach a template, and optionally add a penalty. You're live.