Customer Call Analytics Platform
Helping internal teams surface patterns, pinpoint issues, and improve the customer experience through call analysis.
Customer Call Analytics Platform
Helping internal teams surface patterns, pinpoint issues, and improve the customer experience through call analysis.
The Challenge
When Hepius, a leading healthcare technology company, set out to improve its customer experience, it started with a simple but powerful goal: give internal teams a better way to understand what’s really happening during support calls.
With thousands of conversations happening between customers and agents, the data was there—but making sense of it was complex. They needed a tool that could automatically transcribe and analyze customer calls, highlight sentiment shifts, surface key topics, and provide a clean, navigable interface for their teams to spot patterns and take action.
The Solution
Hepius partnered with Topcoder to quickly design and prototype a browser-based tool that turns customer call data into actionable insights. Through a two-phase approach—first for UX/UI design and then for front-end development—we delivered a solution that visualizes sentiment trends, highlights key topics, and allows teams to drill into call data to uncover moments that matter. The final output was a high-quality, Angular-based front end built with reusable components and D3.js visualizations, ready to integrate with Hepius’s internal systems.
Challenges we ran:
• Hepius Customer Call Insights Tool Concept Design Challenge
• Hepius - Call Transcription and Sentiment Analysis - UI Prototype
9
Challenges
162
Participants
80
Submissions
The Impact
The tool gave Hepius a clear, efficient way to analyze customer calls—reducing time spent reviewing raw data and increasing focus on actionable insights. With intuitive dashboards and visual trends, teams could quickly identify service gaps, detect customer frustration, and prioritize improvements.
By accelerating their path from idea to working prototype, Hepius unlocked a scalable foundation for smarter, insight-driven support.
Achieve high-quality outcomes with
Topcoder.
Achieve high-quality outcomes with Topcoder.