Everything You Need to Turn Call Recordings Into Decisions
MPP Call Analytics is a complete call center analytics solution. The following capabilities are included in every deployment.
01
Automatic Speech Recognition Across Accents and Background Noise
The ASR layer transcribes call recordings into clean text. It handles different accents, multiple speakers, and the background noise that is normal in a call center environment.
02
LLM-Powered Call Analysis
A large language model reads every transcript and extracts:
- Sentiment: angry, neutral, or positive
- Call reason: billing, complaint, information request, or account change
- Resolution status: resolved, partly resolved, unresolved, or escalated
- Conversation flow: steady, improved, or worsened over time
03
ETL That Turns LLM Output Into Clean, Usable Data
- Groups similar phrases into consistent categories
- Standardizes sentiment, call reason, and resolution labels
- Loads each call as one row in a clean table
- Adds agent, duration, and custom fields
- Feeds dashboards, exports, and queries with structured data
04
Interactive BI Dashboards
- Filter by agent, reason, sentiment, resolution, date, or custom fields
- Track trends as they happen
- Drill from a volume spike to the underlying calls
- Explore data without writing queries
05
Brand and UI Customization
Apply your colors, logo, layouts, and role-specific metrics. A CX director and a QA manager can work from different views within the same platform.
06
Optional Chatbot for Natural-Language Queries
Ask questions such as “How many unresolved billing calls did we get last week?” and get an immediate answer without creating a report.
07
Flexible Deployment: On-Premises or Cloud
- On-premises for strict residency and compliance requirements
- Cloud for faster setup and scaling
- Hybrid configurations when both are needed
08
Open APIs and Source Code Per License
- Connect directly to CRM, ticketing, and BI systems
- Embed results inside existing workflows
- Use source-code access for deeper customization
- Avoid dependence on a closed vendor interface
DASHBOARD EXAMPLES
Interactive BI views for call center leaders and operations teams.
MPP Call Analytics turns transcript, sentiment, resolution, and call-reason outputs into dashboards that teams can filter, investigate, and use in daily decision-making.
Dashboard view for monitoring call center trends and performance.
Analytics view for exploring sentiment, resolution, and call outcomes.
A 30-Day Path From First Call to First Dashboard
Our deployments produce a working dashboard on your own call data inside the first month.
01
Discovery and Fit
Week 1
We map call volume, recording format, data residency requirements, and the first business questions the dashboard must answer.
You receive a written deployment plan, initial metrics, and a clear definition of success for day 30.
02
Deployment and First Dashboards
Weeks 2 to 4
We deploy the platform, run a pilot batch of real recordings through ASR, LLM, and ETL, and build the first dashboards with your team.
By day 30, operations leaders are reviewing sentiment, reason, and resolution trends on your own call data.
03
Expansion and Handover
Ongoing
We add more call streams, custom tags, company vocabulary, and integrations with CRM, ticketing, warehouse, or BI tools.
Your team owns the platform, while MPP Insights remains available as an engineering partner.
Fits Your Stack. Does Not Replace It.
MPP Call Analytics reads audio from your existing recording platform, writes structured results to your warehouse or lakehouse, and exposes the data through open APIs.
Audio Sources and Contact Center Platforms
Genesys
Avaya
Cisco
Amazon Connect
Five9
NICE CXone
Twilio Flex
Zoom Phone
Microsoft Teams
WAV
MP3
FLAC
OGG
LLM and Deployment Options
- OpenAI, Anthropic, and Azure OpenAI
- Open-source Llama, Mistral, and other self-hosted models
- On-premises on Rocky Linux 8 or 9
- AWS, Azure, Google Cloud, Docker, virtual machines, or hybrid
Data Warehouse and BI
PostgreSQL
Snowflake
BigQuery
Redshift
Azure Synapse
MPP Lakehouse
MPP BI
Power BI
Tableau
Looker
Open Integration Model
Structured outputs can feed your CRM, QA workflow, ticketing system, internal application, or existing analytics stack. The deployed system stays under your control.
Frequently Asked Questions
What is MPP Call Analytics?
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MPP Call Analytics is an LLM-powered call center analytics platform built by MPP Insights LLC. It transcribes recordings with ASR, extracts sentiment, call reason, and resolution status, and displays results in interactive BI dashboards. It can run on-premises or in the cloud.
How is it different from CallMiner, Observe.AI, or Gong?
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MPP Call Analytics is designed as a complete data pipeline rather than a closed SaaS dashboard. It can run inside your environment, and is licensed per deployment rather than per call minute. Typical deployments start at $10/user per month for a viewer seat. For details on licensing and admin seats, book a free call with our experts. It also supports source-code access by license and feeds your existing BI stack through open APIs.
Does it work with our current call recording system?
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Yes. The platform integrates with Genesys, Avaya, Cisco, Amazon Connect, Five9, NICE CXone, Twilio, Zoom Phone, Microsoft Teams, and systems that export standard audio formats. Other platforms are handled as standard integration work.
Can MPP Call Analytics be deployed on-premises?
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Yes. The full ASR, LLM, ETL, and BI pipeline can run on Rocky Linux 8 or 9. Recordings, transcripts, and customer data remain inside your environment, which is useful for banking, insurance, healthcare, and government teams.
Which LLMs are supported?
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The platform supports OpenAI, Anthropic, Azure OpenAI, and open-source models such as Llama and Mistral. The model is selected based on cost, latency, privacy, and data residency requirements.
What metrics does the platform track?
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Out of the box, it tracks sentiment, call reason, resolution status, conversation arc, call duration, agent performance, and volume trends. Custom metrics are added during deployment.
How accurate is the LLM-based call analysis?
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Accuracy depends on audio quality, language, and the categories being used. During deployment, prompts are tuned on real calls and validated against a human-labeled sample before the dashboards go live.
Can we ask questions about call data in plain language?
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Yes. An optional chatbot can answer questions such as “How many unresolved calls did we get last week?” using the same structured data that powers the dashboards.
Can it replace our current speech analytics vendor?
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Yes. A typical replacement runs both systems in parallel during the pilot so your team can compare output. Once the metrics and dashboards are validated, the previous platform can be retired.
Ready to Read Every Call, Not a Sample?
Your contact center already generates the data you need to fix recurring customer problems. Book a discovery call with MPP Insights. In 30 minutes, we will map your call volume, data residency needs, and the first three questions your dashboard should answer—and show you what a 30-day rollout could look like.