Call notes write themselves
Staff stop spending the minutes after each call typing what was agreed. The summary and next steps are already on the record when they hang up.
Conversation Intelligence
Know what was said on every call, not just that it happened.
Recorded calls become transcripts, short summaries, sentiment and keyword flags, and next steps written into your CRM — so managers coach from evidence and nobody rebuilds a conversation from memory.
- AI summaries after every call
- Next steps pushed to CRM
- Searchable call library
Example
AI receptionist
Intent: booking · Confidence high
AI receptionistThanks for calling. How can I help today?
Inbound callerHi, I’d like to book a cleaning for next week, ideally Tuesday morning.
AI receptionistTuesday at 9:30 or 11:00 are open. Which works better?
Inbound caller9:30, please.
AI receptionistBooked. You’ll get a text confirmation. Anything else?
Appointment created in calendar
Transcript sent to front desk
Escalation rule: billing questions → office manager
3CTel Conversation Intelligence records business calls, transcribes them and produces a short AI summary with keyword and sentiment flags. Agreed next steps are extracted and pushed to the CRM record, coaching highlights are marked for managers, and every call sits in a searchable library. Recording notices and retention are configured with the customer, in English and French.
What changes for your business.
Any conversation can be found in seconds
Search by customer, phrase, product or date and open the exact moment in the transcript instead of listening to a forty-minute recording.
Coaching from real calls, not opinions
Managers review flagged moments — an objection handled well, a frustrated caller, a missed step — and coach on what actually happened.
Fewer dropped follow-ups
When a caller asks for a quote by Friday, that commitment lands in the CRM as a task rather than in a notebook nobody checks.
Core capabilities.
AI call summaries
A few sentences covering who called, what they wanted, what was agreed and what is outstanding — generated after each recorded call and attached to the record.
Full transcripts with speaker labels
Searchable transcripts distinguish the caller from the employee, with timestamps that jump to the audio. Available in English and French.
Keyword and phrase flags
Terms you care about — a competitor product, “cancel”, a promotion name, a regulatory phrase — are flagged when they appear, with counts by team and period.
Sentiment and escalation signals
Calls that turn tense, run long or end without resolution are marked so a manager sees them the same day, not when the complaint arrives.
Next-step extraction to CRM
Commitments such as “send the proposal” or “call back Tuesday” are extracted and written to the contact or deal as tasks, where your CRM integration is scoped.
Coaching highlights
Strong and weak moments are clipped and grouped so team leads can share examples in a huddle without scrubbing through recordings.
Searchable call library
Every recording, transcript and summary in one place with filters by agent, queue, outcome, flag and date, and retention rules you set.
Recording notice and access controls
The recording announcement is configured with you, and who can listen, search or export is controlled by role.
Common use cases.
Sales team reviewing pipeline calls
Each discovery call produces a summary and next steps on the deal. Managers review the calls flagged for pricing objections before the weekly pipeline meeting.
Support desk tracking recurring issues
Keyword flags show which product or policy is driving calls this week, so the fix or the help article gets written before volume grows.
Insurance brokerage keeping a record of advice
Coverage conversations are transcribed and summarized on the client file, so what was recommended and declined is documented without dictation.
Multi-location business standardizing service
Coaching highlights from the best-performing location are shared with the others, and sentiment trends compare sites on the same basis.
Setup and migration.
Conversation Intelligence runs on your 3CTel call recording. Setup is about which calls are analysed, what gets flagged, where results go and who can see them.
Choose which calls are analysed
By queue, extension, direction or number. Personal lines and calls you do not want recorded are excluded from the start.
Set the recording notice and retention
Canadian law generally requires that callers be informed a call is recorded; we configure the announcement with you, in both languages if needed, and agree how long recordings and transcripts are kept.
Define flags and CRM destinations
Keywords, sentiment thresholds and the CRM fields or tasks that receive summaries and next steps are mapped with you. AI models and CRM connections are confirmed during planning.
Test, then open access by role
We run test calls, review the summaries with your managers, adjust wording and flags, and set who can search, listen and export.
Updates
Conversation Intelligence: recent field notes
Unreturned sales enquiries at a Mississauga dealership group
Conversation Intelligence tags each recorded sales call with the model discussed, whether a test drive was requested and whether the salesperson committed to a follow-up. A daily list of open commitments goes to each sales manager, who decides how to act. Callers hear the recording notice before the conversation starts.
Complaint keyword flags for a national retailer's support line
Conversation Intelligence transcribes recorded calls, with the recording notice played to every caller, and flags conversations that mention a refund refusal, a safety concern or an intent to escalate. Flagged calls appear on a supervisor board the same day, grouped by product and store, so a person decides what follow-up is needed.
Quality review on every call at a Halifax contact centre
Conversation Intelligence scores every recorded call against the centre's own quality form, including the greeting, verification, resolution and closing. Analysts calibrate the scoring on a shared set of calls, review any score an agent disputes, and spend their listening time on the calls the tool marks as unclear.
All updates New entries post Monday, Wednesday and Friday.
Common questions, answered directly.
What does conversation intelligence do for a business phone system?
It turns recorded calls into usable information. Each call is transcribed and summarized, phrases and sentiment are flagged, and the next steps agreed on the call are written to the customer record. Managers search the library for specific moments and coach from real examples instead of self-reported notes, and follow-ups are less likely to be missed.
How are AI call summaries sent to a CRM?
After a recorded call ends, the platform produces a summary and a list of commitments. Those are written to the matching contact, deal or ticket through an API, webhook or automation-platform connection that 3CTel scopes with you during planning. Fields, task owners and which teams push data are agreed before activation, and the transcript stays linked.
What privacy practices apply to call transcription?
Recording is announced to callers, only the calls you choose are analysed, and access to audio, transcripts and summaries is limited by role. Retention periods and deletion rules are agreed at setup, and exports can be restricted. Canadian rules on informing callers are followed through the announcement; the business decides what is kept and for how long.
Learn more
- Call recordingWhen recording helps, how callers and staff are informed, and how access and retention are set.
- Call recordingCapturing and storing business calls for training, quality review and record-keeping.
- High Call Volume TeamsQueues, callbacks and analytics for teams that are always busy.
- Customer serviceThe phone workflow behind a support desk that answers, follows up and improves.
- Insurance BrokeragesProducer and service routing, renewal-season capacity and an after-hours claims line.
- AI receptionist vs answering serviceThree ways to handle calls nobody can pick up, compared without a sales pitch.
Learn more
Works with the tools you already use.
Integrations are scoped during planning based on your systems; availability is confirmed before activation.
- SalesforceCRM
- HubSpotCRM
- Zoho CRMCRM
- GoHighLevelCRM
- ZendeskHelpdesk
- FreshdeskHelpdesk
- Broker management systemsInsurance
- Webhooks & APICustom
Related products.
Call Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsContact Centre
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistBusiness Phone
Reliable calling with routing your team will actually use.
Learn more: Business PhoneFrequently asked questions.
Canadian law generally requires that callers be informed a call is recorded. 3CTel configures the recording announcement with you and it plays before analysis begins. Which calls are recorded is entirely your decision.
Accuracy depends on audio quality, accents and vocabulary. We tune the models on your terms and product names during setup, and every summary links to the transcript and audio so anything can be checked.
Yes. Transcription, summaries and flags are available for English and French calls, and bilingual calls are handled with the language confirmed during planning.
To the contact, deal or ticket in your CRM or helpdesk, delivered via API, webhooks or an automation platform. The integration is scoped during planning and availability is confirmed before activation.
Access is controlled by role. Managers can be limited to their own team, agents to their own calls, and export can be restricted. Retention periods are set with you.
No. It works on any recorded 3CTel call, from a single sales line to a full Contact Centre. Most customers start with one team and expand once managers see the value.
See what your calls would look like as summaries.
Tell us which teams take calls and which CRM you use; we will show how summaries, flags and next steps would be set up.