Vela 3.0 is here — featuring a powerful new Agent Coaching Portal and a complete platform redesign.
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Built to make coaching easier, track progress more effectively, and help teams work smarter. With flexible scorecards and sharper insights, this update empowers better performance at every level.
Dashboard
Your Call Centre at a Glance
Turn call centre data into actionable insights with Vela. Monitor agent performance, customer sentiment, and key call metrics at a glance. Fully customise your dashboard to focus on the numbers that matter most—from average call duration to agent scores.The result: Smarter decisions, better performance, and stronger customer relationships.
Interactions
Get a complete view of every customer conversation
Explore all chats and calls in one place using filters, tags, and exports to spot trends, or dive into Detailed View for transcripts, sentiment, intent, and translations. Powered by Smart Detector, the system automatically summarises conversations, flags keywords and issues, and analyses agent performance, delivering the clarity needed to improve the customer experience.
Smart Detector
Unlock Deeper Call Insights
Powered by advanced NLP and machine learning, Smart Detector monitors and analyses 100% of interactions across all languages to keep you ahead of customer needs, by uncovering customer pain points, detect compliance breaches, and evaluate agent performance. Spot trends, resolve issues faster, and continually enhance performance—all in one intelligent workspace.
Agent Scorecard
Evaluate and Elevate Performance
The Agent Scorecard provides objective, automated scoring for every interaction, helping you monitor quality, identify coaching needs, and celebrate top performers. Build custom checklists, set clear performance standards, and get actionable insights that drive consistent improvement across all agents.
Knowledge Base
Build Smarter Teams
Centralise your company’s knowledge into one intelligent, searchable hub. The Knowledge Base lets you upload, organise, and tag policies, FAQs, and training materials for quick access. Agents can instantly find the right answers during calls, while managers can continuously refine resources based on real-world insights. It’s your team’s collective intelligence — accessible anytime.
Smart Search
Find What Matters Instantly
Turn every customer conversation into actionable insight. With Smart Search, you can automatically detect topics, pain points, and compliance issues across calls. Identify customer complaints before they escalate, spot training opportunities, and track trends across teams. Powered by intelligent search and automation, Smart Search helps you uncover what truly drives customer experience.
Agents
Track and Improve Agent Performance.
Transform how you manage and develop your call centre team. Get a complete view of each agent’s performance, strengths, and improvement areas with in-depth analytics and scorecards. Identify skill gaps, track progress, and tailor coaching to every agent’s needs. From recognising top performers to supporting those who need guidance, Vela helps you build high-performing, motivated teams that deliver exceptional customer experiences.
Reports
Turn insights into action with ease.
Turn complex data into meaningful, data-backed reports to achieve your key business goals. Generate Performance Reports (Agent, Customer Satisfaction, Call Quality) and Operational Reports (Call Volume, Response Time) to track progress and spot hidden insights. Easily customise and schedule automated reports to communicate effectively with stakeholders, measure ROI, and keep your business moving forward.
A better way to coach,
evaluate, and evolve.
Introducing Vela’s Agent Coaching Portal, a powerful add-on feature designed to support continuous agent development and performance enhancement.