Transforming Data Into Executive Intelligence
We empower leadership teams by turning daily contact center interactions into strategic, high-impact insights.
ABOUT US
Nine Years of Turning Contact Center Data Into Intelligence That Actually Reaches Leadership
Zenylitics was founded to solve the biggest challenge with speech analytics in call centers.
Through our own experience operating the same call centers, we saw first-hand how difficult it is to manage QA effectively while also justifying the costs of salaries, technology, and other overhead.
To keep up with growing compliance requirements and budgetary concerns, companies like ours either had to limit the scale of “first line of defense” monitoring or invest heavily in technology and people. Neither was a great choice.
Nine Years of Turning Contact Center Data Into Intelligence That Actually Reaches Leadership
Zenylitics was founded to solve the most significant challenges with speech analytics in call centres.
Through our own experience operating these very same call centers, we saw first-hand how difficult it is to manage QA effectively while also justifying the costs of salaries, technology and other overhead.
To survive growing compliance requirements and budgetary concerns, companies like ours either had to limit the scale of “first line of defense” monitoring or invest heavily in technology and people. Neither was a great choice.
The Problem We Have Spent Nine Years Solving
Most organizations generating significant contact-center volume share a version of the same problem.
The recordings are there, and the platforms are running. Teams produce reports. But most of the information stays inside the analyst and operations layer, where it rarely turns into the kind of strategic clarity leadership needs for decisions about revenue, compliance, customer experience, or organizational direction.
The problem is usually not the technology. Modern contact-center platforms can surface meaningful signals from customer conversations. The breakdown happens after those signals are found: who sees them, how they are presented, and whether they are organized in a way that connects directly to a business decision.
Zenylitics was built around a specific conviction: conversation intelligence produces business value only when it is delivered to the right people, at the right level of the organization, in a format they can act on without needing it explained.
That conviction has not changed since 2017. The technology we use to fulfill it has changed significantly.
Most organizations generating significant contact center volume share a version of the same problem.
The recordings are there and the platforms are running. Reports are being produced. But most of the information stays inside the analyst and operations layer, where it rarely turns into the kind of strategic clarity leadership needs for decisions about revenue, compliance, customer experience, or organizational direction.
The problem is usually not the technology. Modern contact center platforms can surface meaningful signals from customer conversations at scale. The breakdown happens after those signals are found, who sees them, how they are presented, and whether they are organized in a way that connects directly to a business decision.
Zenylitics was built around a specific conviction: that conversation intelligence only produces business value when it is delivered to the right people, at the right level of the organization, in a format they can act on without requiring interpretation support.
That conviction has not changed since 2017. The technology we use to fulfill it has changed significantly.
Zenylitics operates as a conversation intelligence consulting firm with two core delivery models.
Guided Insights as a Service℠ is our flagship analytics program. We connect to a client’s existing contact center data, build the analytics infrastructure around their most important business questions, and deliver structured findings to their leadership team on an ongoing basis. The program covers analyst staffing, scorecard architecture, ongoing calibration, category management, and reporting configured for executive consumption. Clients receive finished intelligence rather than platform access.
Dossier is our executive briefing product. It connects to an existing conversation intelligence platform, evaluates metric movement against statistical significance thresholds, and delivers a statistically validated, analyst-reviewed briefing to VP and C-suite leaders on a recurring schedule as branded email, narrated audio, and video. Every briefing is approved by a Zenylitics analyst before delivery. No dashboard access is required on the recipient’s end.
Both products share the same underlying principle. Business leaders should receive intelligence that is finished, statistically grounded, and structured around a decision, not raw data that requires further work before it becomes useful.
What Zenylitics Does
Zenylitics operates as a conversation-intelligence consulting firm with two core delivery models.
Guided Insights as a Service℠ is our flagship analytics program. We connect to a client's existing contact-center data, build the analytics infrastructure around their most important business questions, and deliver structured findings to their leadership team on an ongoing basis. The program covers analyst staffing, scorecard architecture, ongoing calibration, category management, and reporting written for executives. Clients receive finished intelligence rather than platform access.
Dossier is our executive briefing product. It connects to an existing conversation-intelligence platform, evaluates metric movement against statistical-significance thresholds, and delivers a rigorous, analyst-reviewed briefing to VPs and C-suite leaders on a recurring schedule. Deliveries arrive as branded email, narrated audio, and video. Every briefing is approved by a Zenylitics analyst before delivery. No dashboard access is required on the recipient's end.
Both products share the same underlying principle: Business leaders should receive intelligence that is finished, statistically grounded, and structured around a decision, not raw data that requires further work before it becomes useful.
Kyle Carter
Co-founder & VP of Delivery, Zenylitics
Kyle Carter brings over 25 years of direct contact-center experience to the firm's consulting work and strategic direction. His background spans speech-analytics program design, QA methodology, compliance monitoring, and translating raw conversation data into findings that inform executive decisions. Under his leadership, Zenylitics earned the CallMiner Business Impact Partner of the Year award in both 2024 and 2025, reflecting the firm's track record of producing measurable business outcomes from conversation intelligence programs.
Kenneth Pedersen
CEO, Zenylitics
Kenneth Pedersen co-founded Zenylitics in 2017 and developed the Guided Insights methodology that forms the foundation of how the company designs and delivers client programs. He currently serves as a board advisor, contributing to overall strategic direction and shaping its consulting model.
Shubham Upadhyay
Managing Director, Zenylitics India Pvt Ltd; Head of Analytics
Shubham Upadhyay leads all analyst operations and is responsible for the standards for how Zenylitics builds, calibrates, and operates analytics programs for clients. He oversees the Delhi analyst team and runs the internal training that keeps delivery skills current as the conversation-intelligence field evolves.
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Kyle brings over 25 years of direct contact center experience to the firm's consulting work and strategic direction. His background spans speech analytics program design, QA methodology, compliance monitoring, and the translation of raw conversation data into findings that inform executive decisions. Under his leadership, Zenylitics earned the CallMiner Business Impact Partner of the Year recognition in both 2024 and 2025, reflecting the firm's consistent ability to produce measurable business outcomes from conversation intelligence programs.
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Ken co-founded Zenylitics in 2017 and developed the Guided Insights methodology that forms the structural foundation of how the firm designs and delivers client programs. He currently serves in a board advisory capacity, contributing to the firm's long-term strategic direction and the evolution of its consulting model.
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Shubham leads all analyst operations and is responsible for the technical and methodological standards that govern how Zenylitics builds, calibrates, and operates analytics programs for clients. He oversees the Delhi analyst team and drives the internal development process that keeps the firm's delivery capabilities current as the conversation intelligence field evolves.
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Our Position in the Conversation-Intelligence Market
The conversation-intelligence market is largely built around software vendors.
Most platforms in this category sell licenses, configure dashboards, and provide technical support. The assumption behind that model is that once an organization has access to a conversation-intelligence platform, someone internally will figure out how to extract strategic value from it. For organizations with dedicated analytics teams and mature QA infrastructure, that assumption holds.
For the majority of contact-center organizations, it does not.
Zenylitics occupies a distinct position in this market. We are a consulting firm that builds and operates conversation-intelligence programs on behalf of clients and delivers the output directly to the people responsible for organizational decisions.
Our strongest platform partnership is with CallMiner, reflected in consecutive Business Impact Partner of the Year wins in 2024 and 2025. We work with organizations using CallMiner, Gong, Verint, Dialpad, and other conversation-intelligence platforms. The platform is a tool. We are accountable for the intelligence it produces.
The conversation intelligence market is largely built around software vendors.
Most platforms in this category sell licenses, configure dashboards, and provide technical support. The implicit assumption embedded in that model is that once an organization has access to a conversation intelligence platform, someone internally will figure out how to extract strategic value from it. For organizations with dedicated analytics teams and mature QA infrastructure, that assumption sometimes holds.
For the majority of contact center organizations, it does not.
Zenylitics occupies a distinct position in this market. We are a consulting firm that builds and operates conversation intelligence programs on behalf of clients and delivers the output directly to the people responsible for organizational decisions.
Our strongest platform partnership is with CallMiner, reflected in consecutive Business Impact Partner of the Year recognitions in 2024 and 2025. The firm’s consulting capability extends across organizations using CallMiner, Gong, Verint, Dialpad, and other conversation intelligence platforms. The platform is a tool. The intelligence delivered from it is what we are accountable for producing.
Industries and Organizations We Work With
Zenylitics has delivered conversation-intelligence consulting programs over nine years, across multiple industries.
Our deepest work is in financial services and healthcare; we also work in pharma, collections, home services, and BPO. Dossier is deployed across credit unions, community banks, and enterprise contact centers across healthcare, pharma, and e-commerce.
The first is a contact-center organization with significant interaction volume and no structured program for turning that data into intelligence that reaches leadership. Zenylitics builds and operates the full program on their behalf.
The second is an organization that has already invested in a conversation-intelligence platform and is not seeing the return it expected. Zenylitics provides the consulting infrastructure and delivery capability that converts platform output into finished intelligence for executive leadership.
In both situations, the gap we close is the same: contact-center data that exists without producing strategic direction for the people who need it most.
Credentials and Recognition
CallMiner Business Impact Partner of the Year – 2024 and 2025
Zenylitics won this award for its ability to produce measurable business results through fast insights, long-term client relationships, and strong delivery.
Founded 2017
We bring nine years of continuous conversation-intelligence consulting, program delivery, and methodology development across multiple industries and contact-center environments.
Dallas, Texas – Headquarters
Corporate operations and leadership are based in Dallas, with an analyst delivery team operating in Delhi, India, to support enterprise-scale program requirements and multilingual analysis.
Zenylitics has delivered conversation intelligence consulting programs across nine years and multiple industries.
Financial services and healthcare represent the deepest areas of program delivery. Pharma, collections, home services, and BPO round out the primary industry coverage. Dossier deployments currently span credit unions, community banks, and enterprise contact centers across healthcare, pharma, and e-commerce.
Two types of organizations consistently come to Zenylitics.
The first is a contact center organization with significant interaction volume and no structured program for turning that data into intelligence that reaches leadership. Zenylitics builds and operates the full program on their behalf.
The second is an organization that has already invested in a conversation intelligence platform and is not seeing the strategic return it expected. Zenylitics provides the consulting infrastructure and delivery capability that converts platform output into finished intelligence for executive leadership.
In both situations, the gap we close is the same. Contact center data that exists without producing strategic direction for the people who need it most.
CallMiner Business Impact Partner of the Year — 2024 and 2025
Zenylitics earned this recognition in consecutive years, awarded specifically for the ability to produce measurable business results from conversation intelligence programs through speed to insight, sustained client partnership, and program delivery expertise.
Founded 2017
Nine years of continuous conversation intelligence consulting, program delivery, and methodology development across multiple industries and contact center environments.
Dallas, Texas — Headquarters
Corporate operations and leadership based in Dallas, with an analyst delivery team operating in Delhi, India to support enterprise-scale program requirements and multilingual analysis.
If your organization is generating contact center data that is not producing clear strategic direction for your leadership team, the assessment begins with a direct conversation about where your program currently stands and what your executives actually need from it.
We are a team of speech analytics experts, project managers, data analysts and much more.