TLDCRM + OnScript.ai Integration for Call QA & Compliance

The TLDCRM OnScript.ai integration brings powerful conversation intelligence and real-time QA directly into your existing CRM environment. This connection enhances call workflows by automating call scoring, redacting sensitive information, and routing insights back into TLDCRM for immediate action—all without disrupting your day-to-day operations.

🔗 What the Integration Enables

With this direct integration, TLDCRM users can:

  • Automatically score calls based on custom scorecards configured specifically for your campaigns.
  • Access OnScript.ai’s automatically redacted call transcripts and audio recordings, securely linked to lead records for easy review.
  • Push rich metadata and scoring outcomes back into TLDCRM for enhanced filtering, powerful tracking, and streamlined workflow automation.
  • Receive real-time flag alerts for critical issues like non-compliance, script deviation, or indicators of customer dissatisfaction.
  • Support robust coaching workflows through detailed conversation analysis, now conveniently located within your TLDCRM logs.

🔄 Data Flow & Automation Highlights
Call Audio Sync
  • Call recordings from TLDCRM automatically pull into OnScript.ai for rapid transcription and in-depth conversation analysis.
PII Auto-Redaction
  • Personally Identifiable Information (PII), including SSNs and payment data, automatically redact from transcripts and audio recordings before storage, ensuring data privacy and compliance.
Disposition Syncing
  • Scoring outcomes, sentiment analysis, and other insights send back to TLDCRM to automate disposition, optimize campaign strategies, and improve overall workflow efficiency.
Custom Alerts
  • Alerts for call quality, tone, keywords, or script violations are fully configurable within OnScript.ai and push directly into TLDCRM’s lead records or designated QA views for immediate, actionable insights.

🏗 Integration Process

TLDCRM + OnScript.ai plugs directly into your current operations with minimal disruption. Here’s how the integration typically unfolds:

  1. Initial Consultation & Scope Definition: Work with our integration specialists to define your specific QA and compliance needs and map out the integration scope.
  2. Credential Exchange & API Setup: Securely configure API tokens and access credentials between your TLDCRM and OnScript.ai platforms.
  3. Data Mapping & Scorecard Alignment: Align your TLDCRM call scripts and disposition workflows with OnScript.ai’s custom scoring logic to ensure accurate and relevant insights from day one.
  4. Call Sync & Transcript Testing: Thoroughly test to ensure call recordings sync correctly and review redacted output to confirm data integrity.

All configuration is handled securely and respects stringent call center compliance requirements (HIPAA, PCI, GDPR, etc.).

⚙ Use Case Examples for TLDCRM Users

  • Auto-score all inbound and outbound calls against tailored criteria tied directly to your campaign scripts.
  • Flag and tag calls where agents deviate from disclosures or compliance statements, enabling immediate corrective action.
  • Support QA analysts and managers with AI-powered voice sentiment analysis, precise keyword detection, and structured call summaries, eliminating manual review.
  • Identify emerging trends in customer sentiment or common objections across all calls to refine scripts and training programs.

🛡 Built for Compliance & QA Excellence

OnScript.ai provides TLDCRM users with robust tools engineered to meet regulatory standards and drive continuous agent quality improvement:

  • HIPAA, PCI, and GDPR-aligned audio and PII redaction ensures sensitive data remains protected.
  • Scoring transparency and audit trails for each lead enable robust reporting and demonstration of compliance to regulators.
  • Advanced NLP-based detection of non-compliant phrasing or inappropriate language helps you proactively identify and address risks, safeguarding your brand’s reputation.
  • Configurable coaching cues based on actual call events provide targeted, actionable feedback for agent development.

🔧 System Requirements & Compatibility

  • TLDCRM Version: Available on all TLDCRM Accounts.
  • Audio Format: WAV, MP3, or raw SIP-compatible files available.
  • Security: Features AES-256 data encryption, tokenized access, and comprehensive audit logging.
  • Performance: Benefit from real-time or near real-time scoring based on your call volume and campaign type, providing immediate actionable insights.

 🔧 Sign-Up for OnScript.AI

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