Case Study: Gravite reduces call review time by 93% with Gladia

Gravite cuts call quality review time by 93% with Gladia

Gravite, a French B2B SaaS platform for AI-powered quality management, faced the challenge of making quality monitoring in contact centers scalable. Their clients were stuck with the time-consuming, manual process of supervisors listening to call recordings, which was unsustainable for enterprises handling thousands of calls daily. Gravite's solution required a highly accurate and reliable transcription layer to automate this analysis, which led them to the vendor Gladia and its speech-to-text API.

The solution involved integrating Gladia's API as the foundational transcription service for Gravite's platform. Gladia accurately converts call audio into text, which Gravite's no-code engine then analyzes to automatically score agent performance against custom criteria. This partnership with Gladia enabled Gravite to reduce the time spent on a single call review from 15 minutes to just 1 minute, a 93% reduction, allowing for 100% call coverage and transforming quality monitoring from a reactive sampling exercise into a continuous, data-driven practice.

Gravite