Intelligent Voice

Intelligent Voice

Scalable, Secure Speech Recognition and Natural Language Processing for highly regulated and privacy sensitive environments. The Intelligent Voice Speech Analysis Software provides a powerful and comprehensive suite of speech analysis capabilities, covering e-discovery / e-disclosure, live and post call compliance monitoring, PCI redaction, legal and regulatory services, and fraud prevention.


  • Fastest and most accurate speech to text engine commercially available
  • Makes audio and video files keyword searchable for review
  • Real-time conversation monitoring for contact centre agents and supervisors
  • Live, non-enrolled, biometric Speaker Identification and revalidation
  • Proprietary topic extraction specifically calibrated for voice
  • Patented SmartTranscript™ html file, with in-player topic navigation
  • Automatic redaction of pre-defined data classes (e.g. PCI)
  • Foreign languages and industry-specific vocabulary
  • Full self-service model building capabilities
  • Biometric search for persons of interest


  • Identifies themes and concepts in otherwise non-searchable data
  • Enables a more targeted review of audio data files
  • Automated compliance alerts for regulated environments
  • Explainable, defensible flagging of potentially untruthful claims and statements
  • Automated credibility alerts for fraud and other risk environments
  • 50%+ reduction in time spent on audio investigations
  • No trade-off between processing acceleration and transcription accuracy
  • Algorithmic surfacing of blind spots and unknown unknowns
  • 16 times improvement in call steering and dissemination
  • Utilisation-based pricing


£10000 per instance

Service documents

G-Cloud 11


Intelligent Voice

Nigel Cannings


Service scope

Service scope
Service constraints None
System requirements Audio or/and Video files and/or streams to process

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within Service Level Agreements
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels • Standard: Monday to Friday, 09:00 - 17:30 UK
• Premium: 24 / 7 / 365
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online training. Onsite training. User documentation.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Audio and video files, and transcripts in all the available formats, can all be extracted at any point during the contract, including contract end. Associated metadata and unique identifiers can also be extracted from the open-source database during or at the end of the contract. IV would provide such assistance and information to the Client or a New Service Provider as necessary to enable as efficient and effective a transfer of services as possible.
End-of-contract process There are no additional costs associated with an end of contract.

Using the service

Using the service
Web browser interface Yes
Using the web interface Intelligent Voice customers can:
Define different internal customers or stakeholders;
Define different projects, cases, matters or departments for an internal customer or stakeholder:
Define different workstreams within a project, case, matter or department;
Create and maintain users;
Grant user access to one or more workstream or project / case / matter / department or internal customers / stakeholders;
Batch process and grouping of audio/video;
Real-time process monitoring by batch job, individual items or by processing workers: transcription, biometric speaker separation, topic extraction;
Search by transcribed text or word probability lattice;
Search by single and multiword phrases within n words or not within y words of other phrases;
Filter by internal customer / stakeholder, project / case / matter / department, workstream, date and time range, and / or From and / or To contact details;
Navigate by Topics hypertree within a results or data set;
Apply redactions;
Refer items to other users;
Select and generate different transcription type(s): Plain Text, SmartTranscript, etc;
Close off workstreams, projects or customers / stakeholders
Review audit logs;
Utilisation monitoring.
Web interface accessibility standard WCAG 2.1 AA or EN 301 549
Web interface accessibility testing Not Disclosed
What users can and can't do using the API A fully documented REST-based API supports all the functions detailed in the above Web Interface section, and more besides:
Lexical Model customisation;
Acoustic Model customisation;
Overall Language Model selection;

The web interface is built over the API, with no direct database connectivity. Everything available through the web interface is likewise available through the API.
API automation tools OpenStack
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Other
Using the command line interface Occasional new Beta features


Scaling available Yes
Scaling type Automatic
Independence of resources Users will not be affected by the demand other users may place on our service.
Usage notifications Yes
Usage reporting
  • Email
  • Other


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • Usage metric is hours of audio / video processed
  • Metric applies whether for speech-to-text or biometric analysis
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Files
  • Project Workstreams
  • Projects
  • Internal Customers / Stakeholders
  • Database
  • Virtual Machine
Backup controls By instructing the support team
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99% availability
Approach to resilience Shared-nothing high-availability setup with multiple redundant servers. Geographic replication. DNS based failover.
Outage reporting Email alerts and API

Identity and authentication

Identity and authentication
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Role-based access control
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Board level responsibility
Information security policies and processes All staff empowered to review and escalate security risks.
Designated individuals responsible for reviewing security.
Secure-by-design software development including security reviews during development process.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All software development assets are stored in a version control system. Software development lifecycle is tracked in change control system. Security review is done during development and at regular intervals.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Threats are actively triaged and prioritised by development teams. Patches can be deployed within 1 hour if required. Information on threats comes from internal review, client escalation, and supplier notice (including tracking open source software vulnerability reports).
Protective monitoring type Undisclosed
Protective monitoring approach Review processes and automated intrusion detection. Response includes internal review and client disclosure. Response time depends on severity and nature or incident, can be sub-1-hour response.
Incident management type Undisclosed
Incident management approach Pre-defined responses for some events. Dedicated support routes for users. Incident reports typically distributed by email.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Vendor assured


Price £10000 per instance
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
Return to top ↑