Real-time voice emotion for contact centers
Hear the frustration before they say it
Valence AI scores caller emotion from live voice streams in under two seconds, so agents respond to how a call feels, not just the words.
23%
fewer escalations across early-access pilots
What contact centers face every single shift
These are not edge cases. They are the default state of contact center operations without real-time emotion intelligence.
Agents following a script while callers escalate
Call flows are written for the average call. But when a caller's frustration starts climbing in the first 60 seconds, no script tells the agent the moment to shift approach. They miss the cue and the call spirals.
QA reviewing calls days after the moment passed
Post-call quality review is valuable, but it is reactive. By the time a supervisor flags a problematic interaction, the pattern has already repeated dozens of times across the team. Coaching arrives too late to change outcomes.
Supervisors with no live signal on struggling calls
Floor supervisors monitor queues, not calls. Without a real-time emotional signal, they have no way to know which live call right now needs a whisper or an intervention. They find out after the caller hangs up angry.
How Valence changes the picture
Three concrete capabilities that turn the contact center's blind spots into actionable signal.
01
Sub-2s emotion detection on live calls
Valence scores caller emotion from the first spoken words. Detection latency is under 1.8 seconds on live audio streams, giving agents a real-time read on how the caller is actually feeling before the conversation is halfway through the opener.
02
Live supervisor dashboard with threshold alerts
The supervisor view shows emotion state per active call, updated continuously. When frustration crosses a configurable threshold, an alert fires. Supervisors can whisper or join before a bad call turns into a churn event or a social media complaint.
03
Webhook alerts and batch post-call reports
Connect Valence to your existing CRM or QA workflow via webhook. Every call gets an emotion timeline in the activity log. QA teams surface patterns across thousands of calls per week without manual listening. Coaching becomes proactive, not reactive.
Built for scale. Designed for ops teams.
Three delivery modes for the same underlying emotion intelligence, matching how your team works.
1.8s
avg detection latency
Real-time emotion stream
A continuous emotion event feed for live calls, served via WebSocket or SSE. Each event includes the primary emotion class, a confidence score, and valence and arousal values. Latency measured from first spoken audio frame.
6
emotion classes tracked
Sentiment trend reports
Every call produces a post-call emotion timeline, a frustration score summary, and a trend comparison against your team and date-range baseline. Roll up weekly or monthly to find which products, teams, or issue types carry the most emotional load.
REST
and webhook API
Developer-first API
A single REST endpoint receives audio. Events push back to your webhook URL. No special infrastructure required. Integrates in an afternoon via SIP media tap, CCaaS connector, or direct audio stream. Full API docs and client libraries available on sign-in.
Early-access teams are already seeing the difference
Before Valence, our supervisors had no real-time signal when a call was going sideways. Now they get an alert before the caller reaches the point of no return. Our escalation numbers tell the story.
Dana Fry
VP Contact Center Operations, regional insurance provider
Early-access program participant
We used to sample maybe two percent of calls for quality review. Valence processes every call and surfaces patterns we were missing entirely. It completely changed how we coach our teams and prioritize what to fix first.
Kwame Osei
QA Manager, mid-size logistics platform
Pilot design partner
Works with your existing CCaaS stack
Valence connects to the voice infrastructure you already run. No rip-and-replace, no long procurement cycles.
Plus any SIP-based telephony or CCaaS platform that supports webhook events or media tap.
Three tiers. Transparent pricing.
Priced per analyzed audio minute. Start with a pilot and scale to your full contact center without changing platforms.
Starter
$149
per month
Small teams piloting emotion detection
- Up to 10,000 audio minutes per month
- 3 dashboard seats
- REST API and webhook
Growth
$499
per month
Growing contact center teams
- Up to 50,000 audio minutes per month
- 10 dashboard seats
- Supervisor alert webhooks
Enterprise
Custom
contact us for pricing
Large contact centers and CCaaS vendors
- Unlimited audio minutes
- Dedicated onboarding
- SLA guarantee
Ready to hear what your callers are feeling?
Get a 30-minute live demo using sample call audio from your industry. No prep required, no commitment needed.