Unlike traditional analytics that measure historical activity, Spearfish’s Contextual Intelligence Platform analyses real customer conversations to identify the specific processes, patterns, and behaviours that drive business outcomes.
Spearfish, the AI-first contact centre contextual intelligence platform, has officially launched to address the $87 billion contact centre market.
Founded by veteran entrepreneurs Ray Bohac and Matt Madzia, Spearfish transforms how companies extract, analyse, and deploy customer service intelligence by turning their best agents’ winning behaviours into scalable competitive advantages.
Unlike traditional analytics that measure historical activity, Spearfish’s Contextual Intelligence Platform analyses real customer conversations to identify the specific processes, patterns, and behaviours that drive business outcomes.
The platform then automatically designs AI-first workflows that enable every agent (human or virtual AI agent) to perform at top-tier levels from day one.
“While our competitors are automating broken processes and waiting months for AI to learn, we’re reverse-engineering excellence from companies’ best performers and deploying that intelligence instantly,” said Ray Bohac, Co-Founder and CEO of Spearfish.
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“We don’t just promise transformation – we deliver measurable results that show up on the bottom line from day one.”
Revolutionary Approach to Contact Centre Intelligence
Spearfish addresses a critical gap in the market where companies invest heavily in contact centre technology but fail to capture and scale their most valuable asset – the undocumented expertise of their top performers.
The platform’s four-layer intelligence stack includes:
- Conversation Intelligence: Real-time analysis across all customer interaction channels.
- Behavioural Analytics: Extraction of winning patterns from top-performing agents.
- ProcessOptimisation: AI-first workflow design aligned with business objectives.
- Value Attribution: Direct connection between interactions and revenue outcomes.
“Conversational data from customer interactions contains a wealth of intelligence that can drive positive outcomes not just for the contact centre but the business at large.”
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“With 90% of companies already recognising conversation data as the most valuable type of data available to them for driving business metrics, Metrigy has little doubt that the use of conversation analytics will explode this year.”
“We’re only scratching the surface of what’s possible today,” said Robin Gareiss, CEO & Principal Analyst, at Metrigy, a CX Research and Advisory Firm.
“Early customers report immediate impact, including 31% reduction in customer transfers, resulting in $180K in savings from a single use case.”
Co-founders Ray Bohac and Matt Madzia bring decades of contact centre industry expertise, having previously founded CallCopy (acquired by NICE InContact) and MotionCX, a leading omnichannel contact centre platform.
Their combined experience includes building, operating, and optimising contact centres for Fortune 500 companies across multiple industries.
“Most companies have no idea what’s actually happening in their customer conversations — they have what they think is happening, built on outdated metrics and sampled data,” said Matt Madzia, Co-Founder and CTO.
“Spearfish gives them a single pane of glass into the real performance of both their human and AI agents, and more importantly, turns that into prescriptive intelligence — not just what happened, but what you should do next.”
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The global contact centre analytics market is projected to reach $4.2 billion by 2027, driven by increasing demand for AI-powered customer experience optimisation. However, most solutions focus on efficiency metrics rather than business outcomes, leaving significant value on the table.
Spearfish’s approach addresses this gap by providing instant contextual intelligence instead of requiring months-long AI training periods. This enables companies to achieve competitive differentiation while their competitors struggle with traditional implementation timelines.
“In the BPO world, everyone claims quality. Jill Blankenship, CEO of Frontline Group, said: “Spearfish lets us actually prove it—and continuously improve it.”
“We can show clients exactly what’s happening in 100% of their customer conversations, surface the behaviours that drive their specific business outcomes, and scale those behaviours across our entire operation.”
“It’s changed how we compete and how we deliver value.”
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