Icana AI Call Coach
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Icana AI Call Coach
The Icana AI-Driven Call Coach Solution
The Problem CallCoach Solves – How to effectively monitor and improve agent calls
A contact centre can record thousands of conversations and still struggle to answer three basic questions: where are we losing customers, who needs help, and are our people following the right process? Listening to a small sample gives managers an incomplete picture. Reviewing more calls manually takes time away from coaching. Meanwhile, new starters need practice, experienced agents need specific feedback, and the same mistakes can recur before anyone spots the pattern. For sales, service and regulated teams, that gap affects conversion, customer experience and consistency.
How CallCoach uses AI to help you monitor and improve agent calls
CallCoach turns recorded conversations into a practical coaching cycle. It analyses calls against your evaluation criteria, examines both the words and tone of voice, and provides feedback after the call. Managers can see patterns across agents and teams, then use the underlying reports to decide where to focus. Ask CallCoach lets them explore performance in plain language. The Simulator gives agents a place to rehearse difficult conversations, while Training turns practice into assigned modules with visible progress. The result is a clearer connection between what happened on the phone, what someone should work on, and the coaching that follows.
Icana Clients
Major Clients
Berlitz's Consumer team in Mexico and Colombia used CallCoach to assess sales conversations against its own criteria and bring concrete evidence into supervisor coaching. Between February and April 2026, alongside a move to fewer, better-qualified leads, conversion of sales opportunities to enrolments rose from 0.6% to 1.3%. Sales-team turnover halved, and new-starter time to proficiency fell from 12 weeks to six. The value was more than reporting: supervisors had a consistent basis for feedback, and agents could see what they needed to improve.
Australian Clients
Finance One uses CallCoach to analyse 100% of its call recordings and assess sensitive conversations against its internal policies. It gained more consistent oversight of hardship workflows, sensitive-data handling and customer interactions, with improvements in process adherence and tone of voice. Open Universities Australia used CallCoach across its Student Advisor operation. New-hire time to proficiency fell from six weeks to four, communication and tone-of-voice quality measures improved by 10–15%, and team leaders spent less time on manual reviews and more time coaching. These examples show two different buying reasons: stronger operational oversight and faster development of people.
Market Position
CallCoach is for contact centres that want better conversations and stronger agent performance without buying a broad revenue intelligence platform. When buyers ask us about Gong, our analogy is simple: if Gong is Salesforce, CallCoach is HubSpot. More targeted functionality, at a much better price point for the work our customers need it to do.
The commercial difference is focus. CallCoach brings call quality, process oversight and agent development into one workflow: analyse the conversation, use Ask to investigate patterns, and turn coaching priorities into Simulator practice and assigned Training. Pricing is per organisation, with unlimited user accounts within each plan’s agent and usage limits, so managers and coaches can participate without additional user licences. It works with your existing recordings, and you can see the value on your own calls before choosing a plan.
Key features that make CallCoach so much better than the rest
- Call analysis against your standards. Score recorded conversations against configurable criteria and give agents and managers specific feedback they can use in coaching.
- Voice and conversation insight. Analyse what was said and how it was delivered, including agent and customer tone of voice, empathy and emotional flow.
- Performance reporting. Find relevant calls, follow agent and team trends, and use weekly and monthly reviews to focus coaching on the areas that need attention.
- Quality and process oversight. Check conversations against configured requirements and identify exceptions for human review, giving quality teams consistent evidence across analysed calls.
- Ask CallCoach. Explore performance in plain language, with answers, figures and charts drawn from your weekly metrics and call reports. Ask follow-up questions to understand the patterns.
- Call Simulator. Let agents practise challenging conversations with an AI prospect and receive feedback afterwards, building confidence before the next customer call.
- Training. Assign modules of Simulator scenarios with due dates and completion criteria, then track practice and scores. Agents know what to work on next; managers can see their progress.
Indicative Pricing
Team: A$1,999/month for up to 15 agents
Business: from A$2,999/month for up to 120 agents, with managed configuration and integration support.
Enterprise: tailored pricing for larger organisations with more agents and more complex requirements.
Pricing approximate, in AUD excluding GST. See details between plans: https://www.icana.ai/products/plans-pricing.html
Special Offer
Exclusive to StrategyMix: have 100 of your own call recordings analysed free. See what CallCoach reveals about your customer conversations, where your team is performing well and which opportunities deserve attention.
Book a call with Erik through StrategyMix and mention the offer. We will help you get started, discuss what a good call looks like for your business and walk through the findings with you. If you decide to continue, we will recommend a plan based on your team, call volumes and support needs. You can assess the value using your own conversations before making a purchasing decision.
Meet the Founder
Erik van Eekelen
Founder
Icana
Australia
Verified Recommendations for
What used to take six weeks we now accomplish in four... With AI CallCoach analysing every call, we have unprecedented visibility into our student interactions. This comprehensive oversight is a game-changer.
Rachit Monga, Head of Student Recruitment, Open Universities Australia
We've seen really tangible double-digit percentage improvements in compliance and engagement since starting to use CallCoach. […] Quality has improved, which also flowed through to revenue and the company’s bottom-line.
Chris Doyle, Chief Information Officer, Finance One
CallCoach changed the way we manage the Consumer team. We stopped making decisions based on small quality samples and started relying on concrete, cell-level data at scale. That translated directly into higher retention and better conversion.
Rocío Sanz, Director of Consumer, Berlitz Mexico and Colombia