Question 1

How does this differ from manual sampling?

Accepted Answer

Manual QA reviews under 2% of conversations, chosen by an analyst days after the call. Ecko scores 100% within minutes of them ending, against the same rubric every time, and routes any breach straight to a ticket.

Question 2

Does it replace our QA team?

Accepted Answer

No. It removes the listening and scoring, and gives the team a ranked view of where problems concentrate. They move from sampling calls to fixing causes.

Question 3

How is PII handled in recordings?

Accepted Answer

Detected and masked automatically, including in voice. Access is role-based and every access event is logged.

Question 4

Can we use our own scorecard?

Accepted Answer

Yes. Your parameters, weightings and pass thresholds, not a fixed template.

Question 5

What's actually in the free tier?

Accepted Answer

One module, two users, and 10 minutes of free voice analytics, roughly 2-3 real calls. Plus unlimited runs of the pre-built industry workflows on sample data. No card, nothing expires.

Question 6

How is Ecko usage metered?

Accepted Answer

By minutes of audio and equivalent chat volume. Your balance is visible in-product, and analysed conversations stay accessible after the free minutes are used.

Question 7

Can I buy one module?

Accepted Answer

Yes. Every module works standalone, and because they share One-ID, adding a second later doesn't require re-integration.

Question 8

Do you offer on-premise?

Accepted Answer

Yes, on Enterprise, including a fully air-gapped option. Private cloud and hybrid are also available.

You buy outcomes, not modules.

Voice of Customer

Conversation QA

Communication

Resolution & SLA

Workforce performance

Retention

Growth & loyalty

Reputation