Automated QA scored on what your business actually cares about

What QA misses today

Most teams review 1–2% of calls, selected manually, with no coverage on mobile. That means 98–99% of what your team says to customers is a blind spot: compliance risks that go undetected, coaching opportunities that disappear, and average performers who stay average because the data that would help them never surfaces.

Spoke Enlighten is automated call QA and coaching software built for regulated and high-value teams. It reviews 100% of conversations across desk phones, mobile, and third-party contact centers, scored against the standards your business defines, not a generic AI benchmark.

Every conversation scored on what matters to it

Not every call is the same. A compliance call and a sales call should be judged differently, on different criteria, with different thresholds, against different definitions of good. Enlighten scores each conversation against the specific items the business has defined as the ideal conversation for that call type: the disclosures that must be made, the process steps that must be followed, the language that should or shouldn't appear. A score reflects whether this specific conversation did what it was supposed to do.

The result is that Enlighten tells you whether what happened matched what should have happened. That's the question standard QA tools can't answer.

What Enlighten does

Every call is transcribed and scored within seconds of ending. Enlighten generates a structured summary covering intent, what was discussed, how it was resolved, and suggested next steps. Missed disclosures are flagged the same day, not months later in an audit. Sentiment and risk are scored on every conversation, with high-risk calls surfaced in the Manager Hub and irrelevant calls filtered out automatically.

Coaching is where Enlighten turns scoring data into behavior change. Each week, Enlighten generates a personalized coaching plan for every team member, focused on one improvement area at a time. It identifies the gap between where that person is and where your top performers are, references specific recent calls to make the feedback concrete, and frames what good looks like using examples already happening inside your team. Because coaching is built on the same scoring criteria your business defined, it improves the things you've decided matter — not generic soft skills or abstract benchmarks. Managers get a complete, ready-to-use coaching package without hours of call review. The coaching is consistent, unbiased, and evidence-based regardless of manager experience.

No conversation should be hard to find. The Call Explorer makes every conversation searchable and filterable — by date, agent, risk level, sentiment, score, or call type. A compliance query, a disputed score, a coaching reference: the right call is seconds away. Every call opens to show the full summary, scorecard, transcript, and risk analysis in one place.

Enlighten Me lets you ask open-ended questions across a filtered dataset of your conversation records. It surfaces directional patterns and themes: common reasons customers called this week, attributes dragging down scores for a team or individual, emerging compliance signals across a date range. Use it to identify what is worth investigating further.

Paired with Spoke Phone, Enlighten becomes a complete system. Spoke Phone captures every conversation: calls, SMS, and WhatsApp, across desk and mobile, with no gaps and no personal-phone workarounds. Every interaction is on-system, recorded, and auditable. That controlled capture is what gives Enlighten the data it needs to score accurately: dual-channel recording keeps each speaker on a separate track, call transfers are captured end to end, and mobile calls are treated identically to desk calls. With Spoke Phone at the foundation, Enlighten has everything it needs.

Who benefits

Compliance teams move from sampling to full coverage. Every conversation is analyzed for risk automatically; the team reviews what needs attention rather than hunting for it.

Managers get consistent, objective data across the whole team and a ready-made coaching structure for every direct report. The Manager Hub surfaces daily priorities without dashboard navigation.

Operations and QA leads who built the standards see them enforced on every call. The gap between top and bottom performers becomes measurable over time.

The result

When every call is reviewed, the gaps that sampling misses stop accumulating. Compliance teams stop discovering problems months after the fact. Managers stop relying on impression and memory for coaching conversations. New starters improve faster because the feedback loop closes within a week. Performance across the team becomes visible and objective, not a matter of which calls a manager happened to listen to.

What you get

• Automated call transcription on 100% of conversations, across desk and mobile
• AI call summaries covering intent, discussion, resolution, and next steps, saved against the call record automatically
• Custom Conversation Lenses built to your scripts, disclosures, and definition of a good call
• Automated scoring and performance scorecards per call, with scores by attribute and trend over time
• Risk detection and sentiment scoring, with high-risk and negative calls surfaced in the Manager Hub
• Weekly coaching guides per team member, personalized to their recent performance data
• Call Explorer with filters by date, agent, sentiment, risk, score range, lens, and call type
• Enlighten Me, a natural language query interface for surfacing patterns and themes across conversation records
• Webhooks and API for downstream workflow automation and BI integration

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