How Master's Telecom cut call analysis time by 80% through a sentiment analysis & call support dashboard
Master’s Telecom, a growing telecom provider, needed a better way to understand and improve their customer support experience. With hundreds of daily support calls, manually reviewing interactions wasn’t scalable — and crucial insights were being lost. Using Voiceflow and custom AI, we built a full-stack solution that performs real-time sentiment analysis, transcribes calls, and powers a dynamic analytics dashboard. The result? A smarter call center with better oversight, faster decisions, and less operational overhead.
The impact
- 80% reduction in time to review calls using automated transcription + sentiment scoring
- 110+ support calls analyzed in minutes, covering 16% of all calls with instant reporting
- Fully Voiceflow-integrated customer support chain, preparing for 24/7 AI-assisted resolution
The problem
Before this project, Master’s Telecom’s support team had no way to efficiently review or quantify customer sentiment across calls. Their setup relied on traditional VoIP tools, with no transcription or analysis pipeline. Important patterns — like agent performance or customer frustration — were buried in hundreds of daily conversations.
“We knew people were waiting too long or getting frustrated on calls, but there was no data to back that up. We needed something smarter — something we could see.”
– Master’s Telecom
Their ideal solution needed to:
- Automatically analyze and transcribe calls
- Score sentiment on a daily and per-agent level
- Be scalable to 10,000+ minutes per month
- Fit seamlessly into their Voiceflow-powered AI automation system
The solution
We designed and implemented a real-time call analytics system that syncs with Voiceflow’s existing AI agent logic. Here's what we delivered:
- Real-Time Sentiment Analysis Engine
Every call is analyzed using sentiment scoring and custom logic, with results visualized over time. Positive or negative shifts trigger alerts and deeper reviews.
- Auto-Transcription & Agent Dashboard
Calls are auto-transcribed and categorized, and support managers can search, replay, or download call records. The dashboard shows wait time, call length, agent, sentiment, and call status — all in one place.
- Full Voiceflow Integration
We connected this with a fully automated Voiceflow call flow, letting agents route calls based on live conditions or escalate to human reps. Voiceflow's drag-and-drop logic allowed us to iterate quickly and cheaply — no dev team required. This was a huge advantage over more expensive LLM-native systems.
“Voiceflow gave us total control. We built something powerful without touching a single backend server — and it just works.”
– Lead Engineer
The result
This system fundamentally changed how Master’s Telecom handles support. In less than a month:
- Over 110 calls were automatically analyzed, with no human review needed.
- Sentiment trends over time helped flag agents needing coaching.
- The AI system is now trusted enough that they’re automating their entire support pipeline through Voiceflow.
Looking forward, we’re expanding the system to include:
- Auto-escalation triggers based on sentiment shifts
- Live agent scorecards
- Custom NLP topic detection to classify calls by issue (billing, signal, support, etc.)
See it in action
This project includes a full-featured dashboard hosted internally by Master’s Telecom. You can also explore the Voiceflow prototype logic powering the automation on request.
📽️ https://www.loom.com/share/b307badeec9f4041b61417ad8ea35a9c?sid=609d460f-206c-4d4f-9f71-05a891248859
Social Proof and Media
“This system gave us exactly what we needed — visibility, speed, and automation. It’s already saving us time and improving how we serve customers.”
– Doug Kerl, CEO, Master’s Telecom
The success of this Voiceflow-powered solution has sparked major enterprise traction:
- Verizon Business is now actively reselling it as a professional service solution to its own B2B clients.
- We’ve started integrating it into Enterprise Rent-A-Car's call center systems to expand automated sentiment tracking at national scale.
This project went far beyond internal tooling — it’s now becoming a scalable product offering in telecom and support automation.
Master’s Telecom, a growing telecom provider, needed a better way to understand and improve their customer support experience. With hundreds of daily support calls, manually reviewing interactions wasn’t scalable — and crucial insights were being lost. Using Voiceflow and custom AI, we built a full-stack solution that performs real-time sentiment analysis, transcribes calls, and powers a dynamic analytics dashboard. The result? A smarter call center with better oversight, faster decisions, and less operational overhead.
The impact
- 80% reduction in time to review calls using automated transcription + sentiment scoring
- 110+ support calls analyzed in minutes, covering 16% of all calls with instant reporting
- Fully Voiceflow-integrated customer support chain, preparing for 24/7 AI-assisted resolution
The problem
Before this project, Master’s Telecom’s support team had no way to efficiently review or quantify customer sentiment across calls. Their setup relied on traditional VoIP tools, with no transcription or analysis pipeline. Important patterns — like agent performance or customer frustration — were buried in hundreds of daily conversations.
“We knew people were waiting too long or getting frustrated on calls, but there was no data to back that up. We needed something smarter — something we could see.”
– Master’s Telecom
Their ideal solution needed to:
- Automatically analyze and transcribe calls
- Score sentiment on a daily and per-agent level
- Be scalable to 10,000+ minutes per month
- Fit seamlessly into their Voiceflow-powered AI automation system
The solution
We designed and implemented a real-time call analytics system that syncs with Voiceflow’s existing AI agent logic. Here's what we delivered:
- Real-Time Sentiment Analysis Engine
Every call is analyzed using sentiment scoring and custom logic, with results visualized over time. Positive or negative shifts trigger alerts and deeper reviews.
- Auto-Transcription & Agent Dashboard
Calls are auto-transcribed and categorized, and support managers can search, replay, or download call records. The dashboard shows wait time, call length, agent, sentiment, and call status — all in one place.
- Full Voiceflow Integration
We connected this with a fully automated Voiceflow call flow, letting agents route calls based on live conditions or escalate to human reps. Voiceflow's drag-and-drop logic allowed us to iterate quickly and cheaply — no dev team required. This was a huge advantage over more expensive LLM-native systems.
“Voiceflow gave us total control. We built something powerful without touching a single backend server — and it just works.”
– Lead Engineer
The result
This system fundamentally changed how Master’s Telecom handles support. In less than a month:
- Over 110 calls were automatically analyzed, with no human review needed.
- Sentiment trends over time helped flag agents needing coaching.
- The AI system is now trusted enough that they’re automating their entire support pipeline through Voiceflow.
Looking forward, we’re expanding the system to include:
- Auto-escalation triggers based on sentiment shifts
- Live agent scorecards
- Custom NLP topic detection to classify calls by issue (billing, signal, support, etc.)
See it in action
This project includes a full-featured dashboard hosted internally by Master’s Telecom. You can also explore the Voiceflow prototype logic powering the automation on request.
📽️ https://www.loom.com/share/b307badeec9f4041b61417ad8ea35a9c?sid=609d460f-206c-4d4f-9f71-05a891248859
Social Proof and Media
“This system gave us exactly what we needed — visibility, speed, and automation. It’s already saving us time and improving how we serve customers.”
– Doug Kerl, CEO, Master’s Telecom
The success of this Voiceflow-powered solution has sparked major enterprise traction:
- Verizon Business is now actively reselling it as a professional service solution to its own B2B clients.
- We’ve started integrating it into Enterprise Rent-A-Car's call center systems to expand automated sentiment tracking at national scale.
This project went far beyond internal tooling — it’s now becoming a scalable product offering in telecom and support automation.
