Every call, heard. Our partner, GoConnection, brought AI to every qualified Endesa call with Speech Analytics.
27,309 interactions analyzed by AI in 30 days. Every analyzed call is checked for customer sentiment, silence, talkover and compliance questions, so the quality team reviews all qualified calls, not a sample.
27,309 interactions
analyzed by AI in a 30-day period (OneContact Portal, October 2025).
4 checks per call
on every analyzed call: customer sentiment, silence, talkover and compliance.
100% of qualified calls
analyzed by AI, reviewed by the quality team. No more small manual samples.
Same day feedback
to agents, based on real conversation data instead of memory and samples.
Every call is a contract
The operation
GoConnection has managed Endesa’s outbound sales operation on Nubitalk from day one. More than 200 concurrent agents work predictive campaigns. Every call is a potential energy contract. Every contract has legal text the agent has to say correctly.
The challenge
Quality control was performed manually, allowing for the evaluation of only 4% of calls, leaving 96% of interactions without any analysis. This limitation had a direct impact on operations: sales errors and compliance issues could go unnoticed, opportunities for improvement were identified too late, and agents received vague feedback, making it difficult to improve practices and results. In practice, for every 1,000 calls made, only 40 were evaluated, compromising the ability to identify risks, improve sales conversion, and ensure consistent service quality. The result was an operation with high supervision costs, limited visibility into actual performance, and a limited capacity for preventive intervention.
How the quality team works today
Every analyzed call gets four checks: customer sentiment from the transcript, silence, talkover and compliance. The team filters those scores to find the calls that deserve a human ear.
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Low customer sentiment Flags calls to review. Often a failed sale or weak argumentation.
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High silence with failed compliance Often points to a training gap. The evaluator confirms.
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Talkover became a KPI Timing metric only. Acceptable when closing a sale. A signal to review at any other moment.
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Word trends Show which terms repeat across calls, so coaches can act on them.
When a call needs review, the AI summary, transcript and compliance answers are on one screen. The evaluator decides without replaying the audio. Transcript, sentiment chart and compliance result sit on the same screen.
Endesa works with the same interface. Quality patterns are now visible to the end customer across every call, not a sample.
Data Studio
From static reports to live dashboards
Speech Analytics results feed Data Studio, alongside telephony data and GoConnection’s internal database. Supervisors track campaigns, contact lists and agents in real time. Alerts fire when a list is running out or a close rate crosses the threshold. Time spent on manual reporting went down.
Results
27,309 interactions
analyzed in a 30-day period (OneContact Portal, October 2025)
A compliance check
on every analyzed call, with the evidence one click away for the evaluator
Faster reviews
Average review time per call reduced
Real-data coaching
Coaching is now based on real conversation data, not memory and samples
AI for customer experience, built on 20+ years of Contact Center expertise
Collab delivers AI for customer experience, with 20+ years of Contact Center specialization as its foundation. Nubitalk runs the Contact Center in the cloud. OneContact CC runs on-premises or hybrid. AI Studio adds Virtual Agents, Agent Assist, Speech Analytics and WorkAgents. Part of Lumine Group.
AI with a Human Touch.
