The Ekko Labs Platform
Everything you need to monitor, score, and evidence compliance across every customer call.
Monitor 100% of Your Calls
Every customer interaction is automatically transcribed and analysed. No more manual sampling — complete coverage, every call, every time.
- Automatic transcription with speaker diarisation (agent vs customer)
- Every call analysed — not 2-5% manual sampling
- PBX import for existing recordings
- Multi-channel analysis (phone, video, email)Coming soon
Know Exactly What's Being Said on Every Call
Automated compliance monitoring against your firm's specific requirements. Mandatory disclosures, script adherence, and regulatory alignment — checked on every interaction.
- Mandatory disclosure detection — monitors for presence/absence of required regulatory statements
- Script adherence monitoring — configurable per firm, tracks adherence % per agent
- FCA Consumer Duty alignment — outcomes monitoring, fair value, customer understanding
- FCA MCOB compliance — fee explanations, affordability questions, customer rights, misleading language
- Near-real-time compliance alerts — agents notified during live calls
- Dispute and legal language flagging — cease/desist, bankruptcy, attorney mentions
- Audit-ready evidence trails — every flag has explainable AI reasoning
Automate Your Quality Assurance
Replace manual call scoring with automated, customisable scorecards. Score every call against your compliance criteria — consistently and at scale.
- Customisable compliance scorecards
- Funder-specific scorecards — score mortgage calls against each lender's requirementsComing soon
- Per-agent, per-team, per-organisation scoring
- Historical trend analysis and benchmarking
- Dead air detection and measurement
- Talk-to-listen ratio analysis
Identify Vulnerable Customers Automatically
Detect signs of customer vulnerability across all four FCA categories using semantic AI — not just keyword matching. Protect your customers and your firm.
- 4 FCA categories: health, life events, financial capability, resilience
- Semantic AI detection — linguistic, tonal, and contextual cues, not just keywords
- Vulnerability severity levels with AI-generated reasoning
- Automatic escalation and configurable alerts
- Aligned to FCA FG21/1 guidance
Turn Insights Into Better Performance
Identify training needs from actual call data, assign flagged calls for manager review, and track improvement over time.
- Agent performance dashboards with trend tracking
- Coaching workflows — flagged calls assigned to managers for review
- In-platform coaching notes
- Training needs identification from actual call data
- Improvement tracking over time
- Peer benchmarking
Management Information That Drives Decisions
Customisable dashboards and reports for compliance teams and leadership. From individual call analysis to organisation-wide trends.
- Customisable compliance dashboards
- Sentiment analysis — emotional tone of both agent and customer
- Key facts extraction
- Topic and keyword trending across all calls
- Configurable MI reports for leadership
- Audit-ready regulatory evidence reporting
- Data export
Works With Your Existing Infrastructure
Connect Ekko Labs to your phone system and CRM in minutes. Integrates with all major telephony providers and CRMs.
- PBX import for existing recordings
- Integrates with your existing phone system — no rip-and-replace
- Telephony integrations: RingCentral, Genesys, Twilio, BT Cloud Work, 8x8, Vonage, 3CX, Mitel
- CRM integrations: HubSpot, Salesforce
Compliance Beyond Calls
Extend your compliance coverage to document workflows. KYC collection, verification, and automated chasing — all in one platform.
Ready to See It in Action?
Book a 15-minute demo and we'll walk you through the full platform using real call data.
Book a Demo