Stop reviewing 3% of calls. Start knowing what's happening in all of them.
Manual QA misses 97% of your customer conversations. Spoke Enlighten automatically reviews every call — scoring compliance, surfacing risk, and generating coaching plans your managers can actually use.
- 100% call coverage
- No manual sampling
- Finance, Insurance, Healthcare
Compliance and Operations Professionals
See Enlighten review your actual calls
We'll run Enlighten against a sample from your environment. No slides. No generic product walkthrough.
- FINRA & HIPAA ready
- Works with existing phone system
- Live in days, not months
No commitment. We'll confirm within one business day.
96
%
Capture of broker business calls and messages on mobile devices
35
%
Improvement in adherence to required disclosures and conversation workflows
60
%
Reduction in communication-related compliance gaps
50
%
reduction in repeat coaching issues related to communication conduct
Spoke Enlighten is purpose-built for Twilio Flex.
If you're already running Flex, Enlighten layers directly onto your existing call infrastructure — no migration, no new phone system.
100
%
Capture of broker business calls and messages on mobile devices
No more shadow communication outside supervised systems.
60
%
Reduction in communication-related compliance gaps
Fewer risks from unsupervised or undocumented conversations.
35
%
Improvement in adherence to required disclosures and conversation workflows
Brokers stay aligned with the process while staying productive.
50
%
finance + banking
reduction in repeat coaching issues related to communication conduct
Behavior improves over time, not just during audits.
Twilio handles the call. Spoke reviews it.
Twilio Flex gives you the programmable contact centre. Spoke Enlighten sits on top and closes the loop: every conversation captured by Flex is automatically reviewed, scored, and turned into coaching — using your compliance standards as the benchmark.
Your existing Twilio Flex infrastructure handles routing, recording, and channel management — no changes needed.
Enlighten ingests the recording automatically via Twilio's native webhook and API. Zero manual steps.
Your compliance rules, talk tracks, and quality rubrics applied consistently across 100% of call volume — within minutes.
No recordings to review. Managers get structured, actionable coaching plans for every rep — generated automatically each week.
No recordings to review. Managers get structured, actionable coaching plans for every rep — generated automatically each week.
Manual QA isn't a process. It's a guess.
When your QA team can only review 2–3% of calls, you're not managing quality — you're sampling it. And the sample is never random. It's the calls that are easiest to find: flagged interactions, certain agents, certain times of day. The other 97% of conversations stay invisible.
Before spoke
- £900,000+ hardware upgrade cost on the table to keep legacy Cisco running
- Teams tethered to desk phones — missed calls meant missed sales
- No visibility into what was being said, promised, or missed in conversations
- Secret shopper compliance checks missing most interactions
- Managers spending thousands of hours manually reviewing calls
- Valuable customer data locked inside phone calls, inaccessible to the business
After spoke
- Saved £900,000 by moving to cloud — no hardware investment required
- 7,500 employees can take and make calls from anywhere, on any device
- 100% of calls reviewed and scored automatically — nothing missed
- Managers save 25+ hours a week previously spent on manual call review
- Manufacturer compliance standards enforced and monitored on every call
- Call summaries and structured data feed directly into business operations
Automated review — without changing how your team works
Every call is captured automatically
Works with Spoke Phone or your existing phone system — Genesys, NICE, Five9, Dialpad, and others. No change to how your team makes or takes calls.
Enlighten scores every conversation against your standards
Your compliance requirements, talk tracks, and quality rubrics go into the system. Enlighten applies them to every call — consistently, without bias, within minutes of the call ending.
Managers get coaching plans, not a call queue
Instead of a list of recordings to review, each manager gets a structured weekly coaching plan for every team member — grounded in what actually happened in their calls.
Performance improves — and you can see it moving
Script adherence, compliance scores, and coaching metrics trend over time. Progress is visible. The improvement isn't anecdotal — it shows up in the data.
Automated review — without changing how your team works
Manual
Random sampling. Human reviewers. Inconsistent standards. Coaching based on individual manager judgment.
Most organizations
Reactive
Structured rubrics. Some tooling. QA team reviews flagged calls. Coaching after issues surface.
Improving
Systematic
Automated review of significant call volume. Consistent scoring. Regular structured coaching cycles.
Target
Predictive
100% coverage. Real-time risk detection. Coaching generated automatically. Performance improvement measurable and trending.
Best-in-Class
Every feature built for regulated conversations
Automated QA scoring
Every call scored against your rubric — not a 2% sample. Consistent, objective, instant.
Risk detection
High-risk language, missed disclosures, and policy breaches flagged the moment they happen.
Script adherence
See exactly where reps followed the process and where they diverged — across every call.
Manager coaching plans
Personalised weekly coaching for each rep, generated automatically in your company's voice.
Performance trends
Track improvement over time by rep, team, and site. Progress you can show leadership.
Works with your phone system
No rip and replace. Enlighten ingests recordings from most major platforms and carriers.
"Customer support is second to none. The Spoke Team has helped us with special features and setting up our system so it has everything we need."
