Icana AI Call Coach

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.

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.

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.

From experience, I'm familiar with three persistent challenges in sales and service teams: 1. the gap between top performers and everyone else, 2. high staff turnover and the time it takes to bring new people up to speed, and 3. the difficulty of checking that every customer conversation meets the required standards (compliance) We created CallCoach to help teams address all three. It helps managers understand what their best people do well and coach others on those behaviours. It gives new starters specific feedback and a place to practise, so they can build confidence and become productive sooner. And it checks recorded conversations against the organisation's requirements, highlighting the calls that need a closer look. The aim is to make good performance more consistent across the team, get people up to speed faster and give leaders confidence that important issues aren't going unnoticed.

Erik van Eekelen is CEO and Founder of Icana.AI. He holds an MSc in Artificial Intelligence, worked for the first AI company in Australia, and has more than 20 years of experience in technology and product, including 15 years in leadership roles as CTO, CPO and CEO. His experience spans online education, logistics, e-commerce and a European smart-charging scale-up. That combination of AI training, product development and executive responsibility informs CallCoach's practical focus: fitting the technology to an operational problem and helping teams use the resulting insight in their daily work.

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.

This solution is ideal for customer service / call centre teams how have a team leader to team member ratio above 8 because at this point, it becomes virtually impossible for the team leader to monitor all the calls and provide the agents with continuous performance coaching.

"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"

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.