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IMPACT 3.0 | VoiceIQ

Intelligent Voice Recording Analytics & Compliance Intelligence. Every call automatically captured, transcribed, redacted, tagged, and queryable in plain English.

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IMPACT 3.0 | VoiceIQ

Intelligent Voice Recording Analytics & Compliance Intelligence. Every call automatically captured, transcribed, redacted, tagged, and queryable in plain English.

Get a Quote
Talk to an Expert
IMPACT 3.0 | Voice IQ — Intelligent PBX Analytics
100%
Automated Pipeline — Zero Manual Steps
6+
PII Data Types Detected & Redacted from Audio
8
Functional Intelligence Layers per Call
2
Channels Analyzed — Agent & Consumer Separately
🎙️

Automatic PBX Capture

Pulls recordings directly from your PBX into the pipeline. No agent action required. Stereo split separates agent and consumer channels for precision analysis.

🔒

PII Detection & Audio Redaction

Detects credit cards, CVVs, bank accounts, SSNs, and more — then mutes the audio and replaces the transcript. Sensitive data is gone from both the recording and the text.

⚖️

Compliance Intelligence

Configurable Voice IQ Tags detect what was said — and flag what was missed. Mini Miranda omissions, disclosure failures, and verification lapses are automatically surfaced.

🧠

Conversational Intelligence

Full transcript with clickable playback, AI call summaries, dual-channel sentiment scoring, confidence scores, and per-tag evidence excerpts with timestamps.

💬

Natural Language Query via IQ+

Ask IMPACT IQ+ any question about your calls in plain English. Get back compliance dashboards, agent comparisons, risk reports, and call summaries instantly.

📋

AI Scorecard & Evaluation

Run AI-powered compliance evaluations against any call or agent sample. Compliant / Non-Compliant answers with reasoning — built for QA and floor managers.

Voice Intelligence Solutions

Two integrated modules that transform every PBX call into a fully transcribed, redacted, compliance-analyzed, and AI-queryable asset — automatically, with no manual steps required.

IMPACT | VOICE IQ — CORE
PBX Capture · AI Transcription · PII Redaction · Compliance Tagging
The infrastructure layer. Automatically captures PBX recordings, splits agent and consumer audio channels, transcribes both parties using AI speech-to-text, detects and mutes PII from the recording, redacts it from the transcript, and applies a configurable set of compliance detection tags — storing every call as a searchable, fully-indexed record. No agent action required at any point in the pipeline.
IMPACT | VOICE IQ — IQ+
Natural Language Query · AI Compliance Scorecards · Reporting
The intelligence layer. Connects directly to Voice IQ data inside IMPACT IQ+, enabling managers, compliance officers, and QA teams to query the entire call library in plain English, run AI-powered compliance evaluations against any agent or sampling of calls, generate scorecards with Compliant / Non-Compliant reasoning, pull risk and redaction reports, and surface failures — with no SQL, no dashboard configuration, and no waiting.

Why IMPACT Voice IQ

⚙️
Fully Automated
End-to-end pipeline — capture, transcribe, redact, tag, store, and index every call automatically, without manual intervention
🔒
PII Eliminated
Sensitive data removed from both the audio recording and the transcript — not just flagged. The recording itself is clean.
⚖️
Compliance-First
Detect what agents said and flag what they missed — Mini Miranda, disclosures, verifications — across every call, not just a sample
💬
Natural Language
Ask IMPACT IQ+ any question about calls in plain English and receive structured tables, dashboards, and scorecards instantly
🏷️
Configurable Rules
Voice IQ Tags are written in plain English. Administrators define what the AI detects, per client, per call type — no coding required
📋
AI QA Evaluations
Automated compliance scorecards replace manual call review. AI evaluates each question with Compliant / Non-Compliant and reasoning
🔐
Role-Based Access
Restrict call access by extension, queue, or user role. Managers hear only the calls within their assigned scope
🏢
Multi-Tenant
Full tenant isolation with per-client configurable redaction scope, tag libraries, and evaluation templates. Licensed as a feature flag per tenant

Feature & Functionality Menu

Every capability delivered by IMPACT Voice IQ, organized by functional layer.

📞
PBX Call Capture
Ingestion Layer
  • ▸Automatic recording capture directly from PBX system — no manual download required
  • ▸Automated upload to secure cloud storage (CLOUD)
  • ▸Stereo split — agent and consumer audio isolated into separate channels
  • ▸Inbound, outbound, and internal (extension-to-extension) call classification
  • ▸Fully automated batch pipeline — no manual intervention at any stage
  • ▸Metadata captured per call: caller and called phone numbers (from / to), date, time, duration, agent name, extension
🗣️
AI Transcription
Speech-to-Text Layer
  • ▸AI speech-to-text engine tuned specifically for phone audio quality
  • ▸Dual-channel transcription — agent and consumer clearly labeled throughout
  • ▸Multi-language transcription support including English and Spanish
  • ▸Full verbatim transcript stored and indexed per call record
  • ▸Transcripts searchable by keyword, phrase, agent, phone number, or date
  • ▸Cross-language keyword spotting — search English and Spanish simultaneously
🔒
PII Detection & Redaction
Data Protection Layer
  • ▸Detects credit card numbers, CVV codes, and expiration dates
  • ▸Detects bank account numbers and ACH / routing numbers
  • ▸Detects full Social Security Numbers (last-four configurable to pass-through)
  • ▸Detects dates of birth and physical addresses (configurable per client)
  • ▸Audio muting — exact recording frames where PII was spoken are silenced
  • ▸Transcript redaction — PII replaced with labeled placeholders: [CREDIT_CARD], [CVV], [SSN], [BANK_ACCOUNT], [ROUTING_NUMBER], [EXP_DATE]
  • ▸Redacted recording exported to MP3 — safe for compliance review, audit, and legal discovery
  • ▸Per-client configurable redaction scope — each client defines which PII categories are redacted
  • ▸Redaction breakdown stored per call: what was redacted, which speaker, at what timestamp
  • ▸Link to redacted MP3 stored and accessible within the call record
🏷️
Voice IQ Tag Engine
Detection & Compliance Layer
  • ▸Configurable detection rules written in plain English — no coding required
  • ▸Tag name, display label, severity level, speaker scope, tag purpose, and intent definition — all configurable
  • ▸Severity level — controls visual prominence in the UI without affecting detection logic
  • ▸Speaker scope — configure Agent, Consumer, or Either as the trigger party per tag
  • ▸Tag purpose — General, Compliance, or Coaching — controls how hits are grouped and surfaced
  • ▸Positive tagging — detect what was said: Mini Miranda, disclosures, payment plans, verifications
  • ▸Negative tagging (Auditor mode) — flag critical omissions: what was NOT said that should have been
  • ▸Evidence stored per hit: speaker identity, time range, transcript excerpt, confidence score, and detection channel
  • ▸All active tags automatically applied across every call in the batch — no manual triggering
  • ▸Per-client tag library — tag sets configured independently per tenant
🧠
Conversational Intelligence
Call Record Layer
  • ▸Full call report: transcript, audio playback, tag hits, sentiment, and redaction detail in one view
  • ▸Click any word in the transcript to jump to that exact moment in the audio recording
  • ▸In-call transcript search — find any keyword or phrase within a single call record
  • ▸AI-generated recording summary — plain-English call recap at a glance
  • ▸Dual-channel sentiment scoring — overall sentiment plus independent agent and consumer breakdown
  • ▸Confidence score per tag hit — reviewers can prioritize high-certainty compliance events
  • ▸Tag hit display — all detected events listed with badge, speaker, timestamp, and transcript excerpt
  • ▸Redaction detail view — full breakdown of what was redacted and where within each call
💬
Natural Language Query
IMPACT IQ+ Integration
  • ▸Ask any question about call data in plain English inside IMPACT IQ+ — no SQL, no dashboard configuration
  • ▸Search by phone number, agent name, date range, or specific call ID
  • ▸Results include: date, phone, agent, duration, call outcome, sentiment score, tag hit count, and tag excerpts
  • ▸Keyword spotting queries across all transcripts — English and Spanish simultaneously
  • ▸Request compliance dashboards, risk reports, agent comparisons, and redaction breakdowns
  • ▸Surface top longest calls, PII exposure by agent, calls with open compliance events
  • ▸Full AI narrative summary from a single call ID — detailed analysis on demand
📋
AI Compliance Scorecard
QA & Evaluation Layer
  • ▸Configurable evaluation questionnaire templates per call type: Collector Outbound, Legal, Client Services, Clerical
  • ▸AI evaluates a specified sample of calls per agent and scores each question in the template
  • ▸Compliant / Non-Compliant / N/A answer per question with AI reasoning included
  • ▸Covers: recording disclosure, Mini Miranda, identity verification, callback permission, and payment compliance
  • ▸AI and human review lanes coexist — AI flags, manager verifies as needed
  • ▸Scorecard results accessible per call — reviewable alongside the transcript and redacted recording
🔐
Access Control & Security
Permissions Layer
  • ▸Role-based call access — restrict listening by extension, queue, or individual user permission
  • ▸Granular security per role: QA hears all, floor managers hear their assigned team, others restricted
  • ▸Voice IQ licensed as a feature flag — enabled per tenant independently
  • ▸Full multi-tenant isolation — each client's data, tags, redaction scope, and templates fully separated
  • ▸Per-client redaction configuration — each client defines exactly which PII categories are redacted
  • ▸Per-client tag library — tag sets, intents, and evaluation templates configured independently per tenant

Compliance Intelligence

Voice IQ covers the full compliance lifecycle — detecting required verbiage and surfacing the omissions that create regulatory exposure under FDCPA and applicable state consumer protection laws.

✓  Positive Detection — What Was Said

  • Mini Miranda stated by agent
  • Call recording disclosure given
  • Agent self-identification by name
  • Right-party verification — two forms of identification obtained
  • Callback permission obtained (7-and-7 compliance)
  • Payment plan discussed and terms confirmed
  • Payment-in-full (PIF) request made
  • Dispute detected and acknowledged
  • Bankruptcy mention identified
  • Attorney representation stated by consumer
  • Cease-and-desist language detected
  • Place of employment (PoE) verification requested

⚑  Negative Flagging (Auditor Mode) — What Was Missed

  • Mini Miranda NOT stated — flagged as omission
  • Call recording disclosure omitted — flagged
  • Callback permission (7-and-7) not obtained — flagged
  • Two-form verification not completed — flagged
  • Place of employment verification not requested — flagged
  • Prohibited language or threat terms detected
  • Full SSN spoken (vs. last-four only) — redacted and flagged
  • Internal extension-to-extension call — classified and filterable separately from consumer-facing calls
  • Right-party vs. third-party call distinction — call type inferred from transcript context

IQ+ Natural Language Query Library

Every query below runs against Voice IQ data through IMPACT IQ+ in plain English. No dashboards to configure. No SQL required.

📊 Dashboard
compliance dashboard
Full compliance scorecard across all agents and call types for the current period.
⚠️ Risk
risk report
Surfaces highest-severity compliance failures and PII exposure events ranked by risk level.
👥 Performance
compare agents
Side-by-side agent performance: sentiment, tag hit rates, call duration, compliance events.
🔒 PII
redaction breakdown
Every PII detection event by type, agent, timestamp, and volume across the call library.
🔍 Call Lookup
summarize call [call ID]
Full AI narrative summary of a specific call — for audit, dispute response, or coaching review.
🔒 Exposure
PII exposure by agent
Ranked list of agents by PII event frequency — identifies training and process gaps.
⏱️ Duration
top longest calls
Surface extended calls that may indicate disputes, negotiations, or consumer distress events.
⚖️ Keyword Compliance
compliance check
Scans for prohibited legal and threat terms across all transcripts in English and Spanish.
🌐 Multi-Language
calls about demanda
Cross-language keyword search — finds Spanish-language calls referencing lawsuit discussions.
🔎 Word Spotting
word spot [term]
Surface all calls where any specific word or phrase appears in any transcript channel.
📞 Phone Lookup
find calls for [phone number]
All calls associated with a specific number — inbound or outbound, across any date range.
📋 Overview
call summary  ·  calls with PII
High-level call volume overview or filtered view of calls with confirmed PII detection events.

Automated Pipeline — End to End

From PBX recording to searchable, redacted, AI-analyzed call record — every step runs without manual intervention.

📞
PBX Capture
Recording pulled automatically from PBX system
→
☁️
CLOUD
Raw stereo recording pushed to secure cloud storage
→
🔀
Channel Split
Agent and consumer audio isolated into separate channels
→
🗣️
AI Transcription
Phone-tuned speech-to-text with dual-speaker labeling
→
🔒
PII Redaction
Detect PII, mute audio frames, replace transcript placeholders
→
🏷️
Tag Analysis
AI runs all active Voice IQ Tags against each call transcript
→
💾
Indexed & Searchable
All metadata, tags, sentiment, transcripts, and MP3 link stored in IQ+

The IMPACT Voice IQ Advantage

Standalone recording vendors give you a file. IMPACT Voice IQ gives you a fully transcribed, PII-scrubbed, compliance-analyzed, AI-queryable intelligence platform — built inside the system your team already works in, with zero manual steps between the call and the insight.

"If your call recording system doesn't automatically detect omitted disclosures, silence sensitive payment data from the audio, and let your compliance team ask any question about any call in plain English — what is it actually protecting you from?"

Boost engagement and collections effortlessly with IMPACT's AI-powered communication.

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