OPERATING SINCE2006LETTERBOX COVERAGESYDNEYDIGITAL SERVICEAU + NZCALL TRACKINGFROM $99/MOENQUIRY REVIEWSENIOR TEAMISO 27001PLATFORMOPERATING SINCE2006LETTERBOX COVERAGESYDNEYDIGITAL SERVICEAU + NZCALL TRACKINGFROM $99/MOENQUIRY REVIEWSENIOR TEAMISO 27001PLATFORM
GibsonFamily-Owned Sydney Lead Engine · Since 2006
TRACK · SPEECH ANALYTICS AUSTRALIA
Speech analytics that turns calls into reviewable actions.
Speech analytics turns selected call recordings into text, checks them for agreed signals and shows the relevant conversation to the person who needs to act.
Use it to find booking intent, complaints, missed follow-up, required wording or coaching moments without asking someone to listen to every call from start to finish.
Last reviewed 3 August 2026 · By Albert Triolo, Founder and Managing Director
ILLUSTRATIVE ANALYSIS RECORDSA:AU
- 01CONFIGURED CALLRecording available for agreed scope
- 02EVIDENCETranscript excerpt linked to source audio
- 03AGREED SIGNALReview question applied to the excerpt
- 04HUMAN DECISIONConfirm, dismiss, coach or follow up
What you gain: people spend their review time on the calls most likely to need attention, while the final judgement stays with a human.
01 · HOW CALL REVIEW WORKS
How does speech analytics turn a call into a reviewable action?
Gibson turns selected calls into text, checks them for an agreed signal, shows the relevant conversation and sends the finding to the person who can confirm, coach or follow up.
- 01Capture scope
Choose which tracked calls enter the analysis
Gibson confirms the numbers, call types, recording configuration and exclusions. A call only enters the workflow when it is captured under the agreed setup.
- 02Transcript
Convert the available audio into reviewable text
The configured recording is transcribed. Audio quality, accents, specialist language, overlapping speech and background noise can affect transcript accuracy.
- 03Criteria
Analyse the transcript against agreed questions
The analysis can look for defined signals such as booking intent, a complaint, a required phrase or a follow-up commitment. Gibson does not treat a generic model label as a proven business outcome.
- 04Review
Put the evidence and uncertainty in front of a person
A useful review item includes the relevant excerpt, the configured signal and the limits of the inference. The customer and Gibson agree who reviews exceptions and disputed results.
- 05Action
Send the agreed output to the place where work happens
The output may be a report, review queue, coaching input or system field. CRM write-back and automated actions only occur when the destination, rule, failure path and owner are included in scope.
Visual walkthrough
How a configured call becomes a reviewable signal.
Speech Analytics begins only with calls that are lawfully captured and included in the agreed scope. The recording can be transcribed and checked against defined criteria.
A tag or excerpt is a review signal, not an automatic truth. Confidence, exceptions and disputed results remain visible so a human can decide what happens next.
Keep the call evidence, configured criterion and accountable reviewer together.
Configured call
Recording included in scope
Review criteria
Booking intent
Price objection
Urgency
Competitor mention
Quality criterion
Exception review
Review itemIllustrative example · fields depend on scope
Call reference: Illustrative SA-2041
Criterion: Booking intent
Relevant excerpt: Linked to the call evidence
Review state: Awaiting human decision
Call Recording
Recording reference · available when captured
Configured analysis
Configured criterion / Transcript evidence / Model output / Human review
Human decision path
Reviewer: Named in the operating plan
Outcome: Not assumed from the tag
Write-back: Only when separately scoped
Can support
Review queue
Coaching review
Quality reporting
Exception handling
CRM when scoped
Decision record
Configured call
Sample or rule-selected call
Review criteria
Booking intent
Price objection
Urgency
Competitor mention
Quality criterion
Exception review
Review itemIllustrative example · fields depend on scope
Call reference: Illustrative SA-2042
Criterion: Approved quality checklist
Evidence: Excerpt and transcript context
Review state: Confirmed, disputed or unclear
Call Recording
Recording reference · available when captured
Configured analysis
Quality criterion / Observed evidence / Uncertainty retained / Reviewer decision
Human decision path
Coaching: Human decision after review
Exception: Escalated under agreed rule
Report: Aggregate findings when scoped
Can support
Review queue
Coaching review
Quality reporting
Exception handling
CRM when scoped
Decision record
Configured call
Low-confidence or disputed item
Review criteria
Booking intent
Price objection
Urgency
Competitor mention
Quality criterion
Exception review
Review itemIllustrative example · fields depend on scope
Call reference: Illustrative SA-2043
Trigger: Exception threshold or dispute
Automatic action: None unless approved
Owner: Named human reviewer
Call Recording
Recording reference · available when captured
Configured analysis
Exception rule / Original evidence / Reason for uncertainty / Human disposition
Human decision path
Escalation: Agreed review queue
Correction: Retained where supported
Audit trail: Included when configured
Can support
Review queue
Coaching review
Quality reporting
Exception handling
CRM when scoped
Decision record
01
Define lawful capture and criteria
Confirm which calls are included, what notices and retention apply, and which questions the analysis should answer.
02
Attach the signal to evidence
Keep the transcript excerpt, configured rule, uncertainty and call reference together.
03
Route review to a human owner
Use approved queues, reports or fields without turning a model output into an automatic business fact.
02 · SEE WHAT THE REVIEW SHOWS
See what a review item must contain.
This example shows what a useful review item contains without pretending to be customer work. A real customer transcript will appear only with permission and personal details removed.
ILLUSTRATIVE METHOD SPECIMEN · NOT A CUSTOMER RECORD
CALL RECORDSA-EXAMPLE-014
EVIDENCE STATUSIllustrative
REVIEW QUESTIONWas follow-up promised?
00:42 · CALLER“I called about the quote on Tuesday and was told someone would get back to me.”
00:49 · TEAM MEMBER“Let me check where that is up to and take your number again.”
01
Source evidence
Retain the timestamped excerpt and a route back to the available recording.
02
Inference boundary
State what the wording suggests and what it cannot prove without another record.
03
Review owner
Name the person or system responsible for confirming and acting on the signal.
VERIFIED DEPLOYMENT SCOPE
150KCalls per month across a 350+ store automotive network
Gibson supported Call Tracking, Call Management and Speech Analytics across this operating context. Speech Analytics was applied to review call handling and service quality.
The approved record does not contain a separate percentage improvement caused by Speech Analytics alone.Read the evidence recordNEXT CUSTOMER EXAMPLE
OPENAn approved transcript with useful notes
A customer transcript or report will appear only when the customer approves it, personal details are removed and the result can be described accurately.
The illustrative specimen above explains the method. It is deliberately not labelled as a customer result.03 · IS THIS USEFUL FOR YOUR TEAM?
Choose the calls, questions and review owner before the software.
Gibson confirms which calls are included, what questions are asked, privacy settings, human review, reporting, system connections and responsibilities in writing.
Good fit
- Call volume makes manual review slow or inconsistent.
- You can define the conversation signals that matter.
- A named person or team can review and act on the output.
Poor fit
- You expect an AI label to prove a sale, breach or staff failure by itself.
- The relevant calls are not recorded or cannot lawfully be used for the purpose.
- No one owns review, coaching or follow-up after the report arrives.
What Gibson needs
- The relevant numbers, call types and approximate volume.
- Your recording, notice, privacy and access requirements.
- The questions, criteria and actions the analysis must support.
What changes the scope
- Call volume, audio availability and transcription usage.
- Criteria design, sampling, review frequency and reporting format.
- CRM fields, workflow automation, retention and access controls.
CURRENT PUBLISHED STARTING POINT
$49 AUD / month add-on + applicable usageSpeech Analytics requires Call Tracking. The final quote depends on eligible call volume, transcription, criteria, review, reporting, retention and integration scope. Inclusions and usage charges are confirmed before commitment.
04 · QUESTIONS BEFORE ANALYSIS
Speech Analytics questions, answered directly.
These answers match the structured FAQ data on this page.
What is speech analytics?+
Speech analytics converts available call audio into text and analyses that transcript against defined criteria. A useful implementation shows the evidence excerpt, the configured signal and the review or action that follows; it does not treat every automated label as a proven business outcome.
How does Speech Analytics relate to Call Tracking?+
Call Tracking establishes the configured number and call record. Speech Analytics works after that point when recording and analysis are included in scope. It examines what was said in relevant calls; it does not replace the source-attribution mechanism.
Does Gibson record and analyse every call?+
Not automatically. Coverage depends on the configured numbers, recording setup, available audio, exclusions and agreed analysis scope. The written proposal defines which calls are eligible and what happens when audio or transcript evidence is incomplete.
Is call recording legal in Australia?+
Recording and notice obligations can vary by jurisdiction, call flow, purpose and the people involved. Gibson can configure the agreed technical notice and handling controls, but customers should obtain legal advice for their specific use and obligations.
Do callers need to be told that a call is recorded?+
That decision must be made against the applicable legal and operational requirements. Where a notice is required and included in scope, the call flow can be configured to play the approved wording before the recording is used.
How accurate are call transcripts?+
Accuracy varies with audio quality, accents, names, specialist terms, overlapping speech and background noise. Important findings should retain the source audio or excerpt and a human review path rather than relying on the transcript alone.
What signals can the analysis look for?+
The criteria can be designed around reviewable questions such as booking intent, required wording, complaints, objections, competitor mentions or follow-up commitments. Gibson confirms the exact criteria and evidence boundary before relying on the output.
Does AI replace human call review?+
No. It can reduce the volume a person must inspect by prioritising calls and surfacing relevant excerpts. A named reviewer should remain responsible for exceptions, coaching decisions, legal conclusions and material customer actions.
Can Speech Analytics write results to our CRM?+
It can when the platform, credentials, destination fields and write-back rules are supported and included in scope. The implementation must define what is written, when it is written, how failures are handled and who owns the resulting record.
How quickly can Speech Analytics be set up?+
Timing depends on the existing tracking and recording setup, call volume, analysis criteria, privacy review, reporting format and any integration work. Gibson confirms responsibilities and target timing in writing after reviewing the brief.
What does Gibson Speech Analytics cost?+
Gibson currently publishes Speech Analytics from $49 AUD per month as an add-on to Call Tracking, plus applicable usage. Call volume, transcription, criteria, reporting, review and integration requirements can change the final scope. The written quote confirms inclusions and usage charges before commitment.
Where are recordings and transcripts hosted, and how long are they kept?+
Hosting, access, retention and deletion requirements must be confirmed for the selected platform and customer scope. Gibson documents those controls in the written proposal rather than applying one universal hosting or retention claim to every implementation.
05 · CHOOSE THE NEXT STEP
Brief the decision you need from the calls.
Tell Gibson which calls matter, what evidence you want surfaced, who will review it and where the result needs to go. The senior team will confirm the feasible scope and next step.