Recording, quality management, speech analytics and workforce management for contact centers. Every call scored. Every schedule explained.
The platform
Each module is licensed on its own and composes with the others. Recording feeds quality and analytics; quality feeds performance; workforce management runs on its own or alongside all of it.
Every recording is transcribed and scored against your published evaluation form, with a rationale and evidence timestamps for each question. Human evaluators work from inboxes, calibrate blind, and resolve disputes. Auto-fail rules open coaching on their own.
Stereo call capture from Amazon Connect with synchronized screen recording, PII redaction in transcripts, custom metadata fields and a unified player.
Categories, themes, sentiment, silence and overtalk, plus a grounded ask-your-calls assistant.
Erlang C forecasting with holidays and overlays, a deterministic scheduling engine, real-time adherence, one request gate for time off, bids and overtime, and an intraday assistant that recommends and lets you decide.
Agent and unit scorecards on a 53-KPI catalog with effective-dated targets, performance plans, KPI coaching alerts, and coaching sessions placed onto the schedule by WFM.
A live roster of every agent with listen-in, barge, text whisper to the agent desktop, live transcript, near-live screen view and phrase tripwires that fire during the call.
Legacy quality programs review two or three calls per agent per month because humans are the bottleneck. Phario scores all of them, then points your evaluators at the ones that matter.
Transcription, evaluation, summary, sentiment and topics run on every recording as part of the platform, not as add-on bots priced by the seat.
Each scored question carries a rationale and the transcript timestamps behind it. Disputes and calibration sessions work from the same evidence.
Inverse categories require positive evidence that a required disclosure was said. Silence on a mandatory phrase is a finding, not a gap in the sample.
Forecasts are dated runs you can inspect. Schedules are generated by rules you can read. The intraday assistant explains every recommendation and never acts on its own.
Phario uses large language models where judgment is needed and deterministic code where numbers are. The line between the two is visible in the product.
The intraday assistant proposes overtime, voluntary time off, moves and re-optimization with a confidence label and the rule it applied. A supervisor approves or dismisses. Automatic action stays off.
Ask your calls returns answers built from matched transcripts with database-counted quotas, not from a model's memory. If the evidence is thin, it says so.
Forecast volumes, staffing requirements and schedule generation are computed, not generated. AI reads scenarios and explains outcomes; it never produces a staffing number.
Every AI feature is a tenant toggle with its own permission. Redaction classes, summary style, coaching thresholds and model usage are set by your administrators.
Scorecards roll up from agent to team to site on the same KPI catalog. When a threshold is crossed, a coaching session is proposed, placed on the agent's schedule by WFM, and tracked to acknowledgement.
Roadmap
A short view of what is live, what is being built now, and what comes after. Read the full roadmap.
Security and tenancy
Phario runs entirely on AWS and is designed for healthcare and financial services buyers who audit their vendors. Formal attestations are on the roadmap; the controls are in the product today.
Recording, storage, database and application run in AWS under Majoto's control. No on-premises components, no customer-managed servers.
Recordings, transcripts, database and streams are encrypted at rest with AWS KMS customer-managed keys, and in transit over TLS.
Card numbers, social security numbers, names and other classes are redacted from transcripts using rules each tenant sets.
Eight roles and 112 granular permissions, with own, team and everyone scopes applied through your organizational hierarchy.
Configuration changes, listen-in sessions and administrative actions are written to an audit log alongside AWS CloudTrail.
An in-app assistant answers from curated documentation and hands anything else to a ticket with the Phario operations team.
We run a departmental pilot on Amazon Connect first. Tell us your center size and platform and we will set up a walkthrough.
Phario