Callbi
Callbi is a cloud-based SaaS speech analytics platform that transcribes and analyses 100% of contact centre calls, with proprietary support for South African mixed-language code-switching. It serves enterprise CX/BPO, financial services, debt collection, and legal clients across South Africa, Ireland, Australia, the US, and Kenya via a month-to-month subscription model.
- Company typePrivate
- Founded2017
- HeadquartersStellenbosch, South Africa
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Callbi does
Callbi is a cloud-based SaaS speech analytics platform purpose-built for contact centres, headquartered in Stellenbosch, South Africa. Founded in 2017 as a collaboration with the Alphawave Group, the company specializes in transcribing and analysing 100% of recorded customer interactions, including conversations that switch mid-sentence between South African English, Afrikaans, isiZulu, Sesotho, and Setswana. The platform combines automatic speech recognition, NLP-driven query search, acoustic analysis (pitch, tone, overtalk), sentiment detection, compliance scorecards, predictive analytics (including agent flight-risk scoring), and generative-AI-powered call summaries and QA insights. Core product modules include Query Builder, AI-Enhanced QA Insights, Compliance Scorecards, Agent Efficiency tracking, Rating Sheets, and an ROI Calculator tool. The company also offers data export via an open API to downstream BI systems such as Power BI.
Callbi operates a month-to-month SaaS subscription model with no upfront capital expenditure, marketed as 'extremely low cost' and 'easy to afford,' with a claimed 15x ROI (R15 saved per R1 invested). The product is recorder-agnostic, deploys in 5-7 days with no on-site technologies, and requires approximately three hours of training for operational staff. Go-to-market is sales-led, combining direct enterprise demo requests, an ROI calculator as a lead-generation tool, content marketing (blog, podcast, webinars under 'Coffee with Callbi' and 'Rod's Pod' brands), conference sponsorship (Silver sponsor of the Debt Collection Southern Africa Conference), and channel partnerships. An exclusive global partnership with Saigen grants worldwide deployment rights and access to speech-to-text deep neural network technology; a partnership with Deepgram supports more economical deployments. Geographic coverage spans South Africa, Ireland, Australia, the United States, and Kenya.
Customers include enterprises across financial services and insurance (iWYZE, Mobalyz, Cash Connect), debt collection and recovery (Evolution Credit Management, Debt-IN), legal services (Law for All), and BPO (LGR, Lumen Global Business Services). The company holds ISO/IEC 27001:2022 certification, GDPR compliance, and POPIA compliance, positioning it for sale into regulated industries. Published case studies report a 17% reduction in average handle time, 15% sales revenue uplift within 60 days, 22% improvement in first call resolution, and 50% reduction in QA staff time. The firm is privately held with no disclosed funding amounts beyond reinvestment from parent Alphawave Group, and operates with a reported 1-10 employees.
Callbi firmographics
Firmographics- Name
- Callbi
- Legal name
- Callbi Speech Analytics
- Website
- https://callbi.io
- Company type
- Private
- Founded year
- 2017
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Callbi is a cloud-based SaaS speech analytics platform that transcribes and analyses 100% of contact centre calls, with proprietary support for South African mixed-language code-switching. It serves enterprise CX/BPO, financial services, debt collection, and legal clients across South Africa, Ireland, Australia, the US, and Kenya via a month-to-month subscription model.
- Ownership category
- akta.pro rank
Callbi industry classification
Industry- Product category
- Contact Centre Speech Analytics Software
- NAICS
- Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industry
- Audio & Speech Analytics (call analytics, QA, insights) (HDAAAFAH)
Keywords
Where Callbi is headquartered
LocationHeadquarters
- HQ city
- Stellenbosch
- HQ country
- South Africa
- HQ region
- Africa
Offices1 record
Markets served
Callbi business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- SaaS Subscription Revenue: Month-to-month subscription model for cloud-based speech analytics software. Priced to be affordable for contact centres both large and small. Eliminates expensive upfront capital investments.
- Enterprise Licensing: Larger enterprise deployments with custom configurations. ROI can be realised within days or weeks unlike solutions requiring complex and costly integration.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Standard SaaS subscription with month-to-month flexibility |
| Other | Pay-as-you-go | ROI Calculator demonstrates 15x return on investment |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels9 records
Callbi product offering
Product offeringCore offering
Callbi provides a cloud-based SaaS speech analytics platform that transcribes and analyses 100% of recorded contact centre calls, with proprietary neural network models trained on South African mixed-language conversations (English, Afrikaans, isiZulu, Sesotho, Setswana and code-switching). The platform delivers query-based search, automated compliance scorecards, AI-enhanced QA insights, agent performance analytics and open data export, sold on a month-to-month subscription basis with custom enterprise licensing for larger deployments.
Product overview
Callbi is a cloud-based SaaS speech analytics platform for contact centres that transforms customer interactions (calls, chats, social media) into actionable insights. The core platform centres on automatic speech recognition that transcribes and analyses 100% of recorded calls in South African languages (English, Afrikaans, isiZulu, Sesotho, Setswana) including mixed-language code-switching conversations. The platform includes the Query Builder for text-based search, AI-Enhanced QA Insights for automated quality assessment, Compliance Scorecards for regulatory monitoring, and various agent performance modules (Agent Efficiency, Agent Disposition, Rating Sheets, Scorecards). Dashboards visualise analytics results with full data export capability via API. Offered as month-to-month SaaS subscription with operational deployment within 5-7 days.
Differentiator
Problem solved
Functional benefit
Products and services
- Callbi Speech Analytics Platform Cloud-based SaaS speech analytics platform for contact centres that transcribes and analyses 100% of recorded calls in South African languages and global English variants, providing automated QA scoring, compliance scorecards, sentiment analysis, agent performance monitoring and query-based search with customisable dashboards and open data export.
- Callbi ROI Calculator Standalone interactive calculator that quantifies the financial impact of deploying the Callbi Speech Analytics Platform, outputting estimated cost reduction percentages and ROI for prospective contact centre buyers.
Quantifiable outcome
- 17% reduction in Average Handle Time (AHT)
- +6 more outcomes
Companies that use Callbi
Customer profileNamed customers7 records
Segments6 records
Ideal customer profiles2 records
Callbi technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration1 record
AI capability9 records
Feature17 records
Callbi partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core and minor.
- SaigencoreExclusive global partnership where Saigen provides Callbi with exclusive worldwide rights to deploy speech analytics for contact centres. Saigen develops speech-to-text technology with deep neural networks. The partnership enables Callbi to offer accurate mixed-language conversation detection in real time for South Africa's most widely spoken languages.
- ISO27001 Certification BodyminorCallbi is ISO27001 certified, maintaining high standards of information security and data privacy as certified by this certification body.
Scale indicators8 records
Recent moves6 records
Expansion highlights6 records
Callbi competitors and assessment
Company assessmentBroad incumbents
- Verint Systems: Verint is an established workforce optimization and speech analytics vendor for contact centers, with strong penetration in financial services and regulated industries. It competes with Callbi at the enterprise tier and is a broad incumbent offering speech analytics as part of a wider customer engagement portfolio.
- Genesys: Genesys is a global cloud contact center platform (CCaaS) that has integrated speech analytics and AI capabilities (Genesys Cloud AI) into its broader CX suite. It is a broad incumbent competitor that often bundles analytics with its core platform, pressuring standalone speech analytics vendors.
- NICE Ltd: NICE is a global incumbent in contact-center analytics, workforce engagement, and customer experience, with the Nexidia speech analytics suite. NICE competes with Callbi at the enterprise tier and bundles speech analytics with broader WEM/QA platforms, but is far broader in scope and is a likely acquirer or replacement vendor.
Direct peers
- Balto: Balto is a real-time agent guidance and QA platform for contact centers, focused on telesales and customer service. It is comparable to Callbi in the QA-automation and agent-coaching category, with overlapping features in call scoring, compliance, and coaching.
- Cresta: Cresta is an AI platform for contact centers that delivers real-time agent coaching, post-call summarization, and QA automation using LLMs. It is a direct AI-native competitor to Callbi, particularly in the AI-Enhanced QA Insights and GenAI summarization category where Callbi recently launched.
- CallMiner: CallMiner is a leading speech and conversation analytics platform for contact centers, offering 100% call scoring, omnichannel analytics, and AI-driven insights. It is the closest direct competitor to Callbi in the contact-center speech analytics category, serving enterprise CX, BPO, and financial services customers.
- SESTEK: SESTEK is a speech analytics and conversational AI vendor serving contact centers, with notable strength in multilingual and accented speech. It is comparable to Callbi as a focused speech analytics specialist with multilingual capabilities, serving similar enterprise and BPO buyers.
- Uniphore: Uniphore provides conversational AI and automation for enterprise contact centers, including speech analytics, real-time agent assist, and post-call summarization. It overlaps directly with Callbi's core product, and is a notable comparable given Uniphore's investment in multilingual and emotion AI capabilities.
- Cogito Corp: Cogito provides real-time AI coaching for contact center agents using speech analysis of tone, pace, and empathy. It is directly comparable to Callbi's sentiment and agent-efficiency features, targeting enterprise contact centers in financial services and healthcare.
- Observe.AI: Observe.AI is an AI conversation intelligence platform for contact centers, providing 100% call transcription, automated QA, sentiment analysis, and agent coaching. It targets the same enterprise and BPO buyer persona as Callbi with a comparable feature set, and is a direct US/global competitor.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
Callbi social profiles
Digital presenceCallbi compliance and trust
Trust signalCompliance3 records
Callbi financial estimates
Financial estimateRevenue estimate
Valuation estimate
Callbi leadership team
Management profileNumber of profiles
Callbi funding detail
Funding detailFunding overview
Funding rounds2 records
Investors1 record
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Callbi M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Callbi
What does Callbi do?
Callbi provides a cloud-based SaaS speech analytics platform that transcribes and analyses 100% of recorded contact centre calls, with proprietary neural network models trained on South African mixed-language conversations (English, Afrikaans, isiZulu, Sesotho, Setswana and code-switching). The platform delivers query-based search, automated compliance scorecards, AI-enhanced QA insights, agent performance analytics and open data export, sold on a month-to-month subscription basis with custom enterprise licensing for larger deployments.
Is Callbi a public or private company?
Callbi is a private company. It is classified as corporate owned and is currently operating.
When was Callbi founded?
Callbi was founded in 2017. It employs 11 to 50 people.
Where is Callbi based?
Callbi is headquartered in Stellenbosch, South Africa, in the Africa region.
How does Callbi make money?
Two revenue lines are on record. SaaS Subscription Revenue is the primary driver. The others are enterprise Licensing.
Who are Callbi's main competitors?
Broad incumbents on record are Verint Systems, Genesys and NICE Ltd. Direct peers are Balto, Cresta, CallMiner, SESTEK, Uniphore, Cogito Corp and Observe.AI.
Does Callbi have an API?
Yes. Callbi follows an open data-out philosophy. All transcriptions and query results can be extracted through the Callbi API for use in downstream systems such as Power BI. The API enables data export in .pdf or .csv format for downstream applications.
What industry is Callbi in?
Callbi's product category is Contact Centre Speech Analytics Software. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of HDAAAFAH, Audio & Speech Analytics (call analytics, QA, insights). Its NAICS code is 541511 and its SIC code is 7372.