Business Telephony: Part 4 — Speech Analytics for Calls (imot.io)

When the basic telephony features are no longer enough, speech analytics services are added. One of them is the Russian platform imot.io.

What is imot.io

imot.io is a cloud speech analytics system. It converts call and video meeting recordings into text and analyzes customer conversations. Besides calls, the platform can collect data from chats, CRM systems and email. According to independent reviews, the service has more than 25 ready integrations, including with amoCRM, Bitrix24, Zoom and telephony operators (MTT, UIS, Zadarma); connection is also possible via API and webhooks.

Main features

• Call transcription. Conversations are converted to text, making it easy to search for needed information.
• Service quality assessment. The system checks conversations against specified criteria: adherence to the script, mentioning promotions and special offers, absence of rudeness and profanity. This allows monitoring employee performance without listening to all recordings manually.
• Customer needs analysis. From the content of conversations you can see what customers ask about, what they complain about, and why they refuse a purchase.
• Search by topics and keywords. You can quickly find the necessary interactions in the archive and assess how often a particular topic is mentioned.
• Sales analytics. Classification of conversations, identification of events affecting conversion, and reports for each employee.

Why it’s useful for business

1. Service quality. Automatic call checks reveal weak spots in employee performance.
2. Sales. Conversation analysis shows which arguments work, which objections occur most often, and how to change scripts.
3. Time. Initial sorting of calls is done automatically, and managers spend time only on what requires attention.
4. Data-driven decisions. Instead of assumptions, you get concrete information about how customers perceive the product and service.

Cost

Pricing for imot.io depends on the volume of processed minutes. As of September 2026, according to the service’s website, the minimum plan “Small Business” costs about 54,000 rubles per month for 10,000 minutes, with roughly a 25% discount for annual payment. For companies with a small call flow, such a service will most likely cost more than it delivers in benefits; they should start with transcription and basic analytics, which are available in many virtual PBXs.

How to choose a similar service

• Compatibility. Make sure the service works with your PBX and CRM system.
• Features. Determine what you really need: transcription, scoring by criteria, sales analytics.
• Cost. Compare the tariff to the number of calls and the expected benefit.
• Simplicity. Setup should not require deep technical knowledge, or the service support should handle it.
• Technical support. It’s important that help can be obtained quickly when there are difficulties.

Speech analytics allows not only receiving and making calls but also extracting information about customers and employee performance from conversations. It brings the most benefit to companies that have enough calls that they cannot be listened to manually.