Two agents read the same script. One of them keeps the customer. The difference is not in the words: it's pace, tone, pitch, hesitation, the things a transcript throws away. Sonic measures all nine of them on every call. QA stops sampling two percent of calls and starts scoring all of them.
Your best agents handle de-escalation, disclosure, and objection differently. Not because the script is different, because how they deliver it is: pace drops, tone warms, pitch holds steady. Those are measurable signals. Transcripts lose them. Sonic captures all nine.
Agent tone hardened. Voice stability fell 34%. Pace ran 22% faster than this agent's own baseline.
Pace reduced 15%. Pitch lowered. Warmth increased. This is coachable material.
Sonic processes recordings at the audio signal level using Amazon Nova Sonic, not at the transcript level. Nine vocal dimensions scored in 5-15 second windows, agent and customer audio analysed independently.
Five behavioural dimensions rated 1-5: empathy, professionalism, communication clarity, problem solving, emotional intelligence.
5-15 second chunks scored across all 9 vocal dimensions simultaneously
5 behavioural dimensions rated 1-5: empathy, professionalism, clarity, problem solving, EI
Independent customer and agent analysis - same chunk, two perspectives
Asynchronous post-call processing - results ready by morning
Sonic maps every call's emotional arc minute by minute, not as one sentiment score. You see where the customer hardened, where the agent recovered the call, and the exact timestamps for each. Those moments are what supervisors coach to.
Predictive churn signal and iCSAT derived from vocal patterns alone. No customer survey required.
Emotional trajectory map with timestamped inflection points
Escalation detection - the moment the call changed direction
De-escalation recognition - these are the coaching moments worth studying
Predictive churn signal from vocal patterns before the customer says anything explicit
iCSAT per call - customer satisfaction from voice alone
Your best agent handles the same objection differently. Not the words - the voice. Sonic captures what makes them different: the specific vocal patterns that correlate with better outcomes. These patterns become the benchmark for the rest of the team.
Post-call summary widget shows agents their own vocal profile immediately after each call.
Best-agent vocal profiles - the measurable patterns behind top performance
New vs veteran comparison - where experience shows up in the voice
Cohort benchmarking across teams, shifts, and skill groups
Post-call summary widget in Agent Workspace - self-coaching from day one
Every Monday morning, supervisors receive an overnight coaching brief. Two to three highest-value calls per agent, the exact moments worth reviewing, suggested coaching questions, and the best peer reference call for each coaching point. Coaching prep goes from hours to minutes.
Coaching playlists group calls by coaching theme. Weekly digest arrives Monday in plain English.
Overnight coaching brief - 2-3 highest-value calls per agent with timestamps
Best peer reference call per coaching point - "here's how Sarah handled it"
Coaching playlists grouped by theme: de-escalation, disclosure, objection handling
Weekly digest email - Monday morning, plain-English, ready to act on
The speech-to-speech foundation model that processes call recordings at the audio level. Nova Sonic enables the 9-dimensional vocal scoring. Not word-level transcription - signal-level analysis.
Contact Lens sentiment and conversation analytics cross-referenced with Sonic's vocal scores. Two layers of intelligence on the same call, one from words, one from voice.
Call recordings land in S3. Lambda orchestrates the overnight processing pipeline. Coaching briefs generated before supervisors arrive. Serverless. In your account. No infrastructure to manage.
Vocal dimension trends across teams, cohorts, and time periods. CloudWatch dashboards show whether coaching is working - not from surveys, from the voice data itself.
Your QA programme covers under 10% of calls and coaching decisions are made from an incomplete sample
Your coaching relies entirely on transcripts and you know it's missing how agents actually sound
You're migrating from Genesys and want to retain or improve your QA and coaching capability on Connect
You have a churn risk and want an early signal from voice patterns before customers say they're leaving
Your best agents are measurably different but you can't isolate exactly why from transcripts alone
You need agent wellbeing signals - fatigue, stress, and anxiety detected from voice before it affects performance
QA that covers 5% of calls catches 5% of coaching opportunities.
Sonic covers every call. Overnight.
A leading premium wildlife stock footage platform built agentic AI inside their content pipeline with the orchestration layer in their AWS account.
Read use case →A regional agricultural cooperative in the U.S. Midwest deployed production AI with the controls documented and the platform running in their account.
Read use case →Award-winning LMS provider for enterprises and mid-size organizations modernized a regulated edtech platform with delivery the C-Suite could brief the board on.
Read use case →One of the largest cinema networks in the U.S. integrated AI on Connect with per-tool allow-lists and audit trails ready for live regulator review.
Read use case →SMS campaign automation platform for e-commerce and restaurant brands shipped agentic AI on the data layer with the orchestration layer running inside their AWS account.
Read use case →Where you are with Connect. What Sonic changes. What your supervisors see Monday morning.
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