Voice intelligence for agent & employee retention.
Reduce attrition—before it becomes inevitable
Customer support is a hard job. You're frequently blamed by customers for decisions outside your control, must constantly endure abuse and aggression, and are further expected to deal with fraudsters, AI deepfakes, and any number of other threats. It's no wonder attrition rates range around 30-45% - three times greater than the average occupation! This attrition costs you good people. It costs you again when you need to rehire and retrain. And it costs you yet again when your newer, junior hires make inevitable mistakes.
But this isn't unfixable! By showing real support for your team, it's possible to not just keep the work sustainable, but actively uplevel and empower your agents further. It just requires you to understand what they're going through and react to support them in real time. In other words, it requires real-time voice intelligence.
Recognize when agents need support, in real time
Modulate offers you a real-time window into every one of your conversations, and the tools to escalate in real-time when an agent is struggling. Whether they're dealing with an unfairly aggressive customer, failing to recall a key detail, or simply confused about the process, spotting these issues early equips you to provide them with on-call assistance and off-the-call recovery in a way that builds trust, rather than burning their energy.
Powered by Velma, Modulate's voice-native AI model, our platform provides you with objective, transparent breakdowns of what's happening in each conversation - allowing you to set consistent policy for agents who deserve a break, and spot when they require additional training or support.
Built for contact centers and people-first teams
Modulate is especially valuable in high-stress, high-turnover environments where voice is constant.
Contact centers & support teams
Detect the brutal calls that damage wellbeing, and the confusion that degrades agent performance and engagement.
Customer-facing roles
Monitor voice trends across sales and customer success calls to identify emerging wellbeing and retention risks.
IT and help desk
Expose which agents are struggling both in performance and due to mistreatment by callers with unreasonable demands.
Why self-reporting support breaks down
Most contact centers already have policies designed to support agents—extra recovery time after abusive calls, or additional training when someone is struggling.
The issue isn't intent. It's pressure.
Agents are asked to decide, in the moment, whether a call was "bad enough" to justify stepping away or asking for help—while knowing their metrics are constantly tracked. Many choose to push through instead, worried they'll be seen as underperforming or incapable. Over time, that hesitation compounds into burnout and attrition.
Modulate removes that burden from the agent.
By providing objective, transparent insight into what actually happened on each call, Modulate allows support policies to be applied consistently and without stigma. Recovery time, coaching, or follow-up support can be triggered automatically—without agents needing to self-advocate in moments of stress.That same clarity also helps identify where agents are struggling due to process or tooling, enabling earlier, more constructive intervention through training or smarter call routing.
The outcome isn't tighter monitoring—it's psychological safety. Agents know support is fair, predictable, and grounded in shared understanding, making it far more likely they recover, improve, and stay.
Real-Time Agent Assistance
Support human or AI agents
Automated Escalations
Notify supervisors or reroute calls
Cross-Call Trend Analysis
Identify patterns across multiple calls
Post-Call Analysis
Investigate outcomes and generate reports
Why Modulate?
Uncontested Voice Intelligence, powered by Velma
Modulate's platform builds on years of experience processing hundreds of millions of complex audio conversations - the culmination of which is our unique analysis engine, Velma. Velma is the world's first voice-native Ensemble Listening Model (ELM), designed to understand how something was said—not just what was said.
Velma consists of hundreds of component models, each focused on a specific aspect of speech or behavior, and orchestrated carefully to build up a complete understanding of any conversation.
Baked into an Enterprise Platform designed to Solve Real Problems
Despite our leading role in AI research, Modulate's core focus is delivering usable, practical tools for enterprise needs. That's why we're not just handing you an AI model, but an enterprise platform complete with expert support, compliant design for CCPA, GDPR, ISO 27001, HIPAA, and more, and integrations into telephony, CCaaS, VoIP, and other critical systems used by enterprises for calls today.
Velma's architecture ties into this mission as well. The unique ELM design allows Modulate to:
Fine-tune individual detectors without retraining a monolithic model
Provide transparent and clear audit trails explaining how we arrived at each decision
Adapt quickly as adversarial tactics evolve
Deliver consistent performance across languages, accents, and environments
Insights that fit your workflow.
Pairing Velma’s industry-leading intelligence with the reliability and control required for enterprise.
Dashboards and Review Console
Explore conversations and escalations in a UI designed for operations teams—fraud, trust & safety, and contact center leadership.
APIs and Webhooks
Bring voice intelligence into your stack: route signals into case management, risk engines, agent coaching tools, or moderation workflows.
Integrations
Deploy without ripping and replacing. Connect into the voice infrastructure you already use.
Retain the people you can still save
Attrition isn't inevitable—but late detection makes it feel that way. With Modulate, you can gain the early signal needed to support your employees, strengthen teams, and reduce preventable turnover.