IntelligenceX (IX) is an AI-powered platform that helps agencies monitor calls, track agent activity, and manage regulatory requirements in one place. Using advanced technology and automation, it reviews call recordings, identifies potential compliance risks, and supports quality assurance in maintaining oversight and performance standards.
Spark call centers are required to deliver calls to IX in accordance with Spark and carrier call audit policies.
Implementation Guide
IX implementation consists of connecting your dialer to IntelligenceX to deliver call recordings for AI scoring. In most cases, implementation is handled entirely by IntelligenceX and you dialer support team.
What you need to do
Spark will reach out to you with IntelligenceX (SunFire) on the thread. From there:
Book a 30-minute kickoff call with the IX team HERE.
Additionally, please send an email including your dialer / CRM name and your technical contact name + email to [email protected] and [email protected].
Attend the kickoff call with your technical contact (and dialer admin if you have one). The IX team walks through what your dialer needs to set up, what authorization you need to grant, and what data your team will see in the platform.
After the call, introduce your dialer / CRM vendor to IntelligenceX to enable the data feed. Loop both sides into the same thread. You authorize your dialer to send your call recordings + metadata to IX. Your dialer and IX then coordinate the technical connection.
Validate a test upload end to end.
Integration complete. Calls flow automatically; your team logs into IX to review scores, see coaching opportunities, and respond to compliance flags.
Between the kickoff call and going live, SunFire provides the technical specs and endpoints; you and your dialer vendor make the connection.
Who's responsible for what
Agency: Own the relationship with your dialer vendor. Authorize data sharing. Provide a current agent roster (NPN list). Identify who at your agency needs IX login access. Validate the test upload.
Spark: Sets the compliance requirement and integration deadline. Owns CAMP rating, agent roster accuracy with you, and partnership-level questions.
IntelligenceX / SunFire: Provides the technical specs, endpoints, and destination. Processes calls once they arrive. Trains your team on the platform. Does not have a direct contractual relationship with your dialer.
Points of Contact
Spark Compliance Team - [email protected]
Miles for IntelligenceX - [email protected]
Your Spark Account Manager
Your Dialer's technical support team
Timeline
Most integrations take about 2 weeks from kickoff to live. We recommend starting the conversation with IntelligenceX as soon as possible.
Integration
Your dialer | What you do | What SunFire does once you've done that | Lift on you |
EnrollHere | Email your EnrollHere contact that you are enabling calls to be routed to IntelligenceX. Loop SunFire in. | Already integrated with EnrollHere via a standing SFTP pipeline. Flips on your feed once EnrollHere knows. | Light |
Onyx | Tell your Onyx contact that you're enabling automated IX delivery. Choose API or SFTP with your tech contact. If API, your IX admin retrieves your API key from the External API section inside the IntelligenceX platform and provides it to your Onyx contact. Make the initial intro between Onyx and SunFire. | Coordinates the technical setup with your Onyx team once you've made the intro. | Light after intro |
TLDialer | Give TLD explicit permission to start sending your call audits to SunFire's SFTP. Provide TLD with a current agent NPN list for accurate attribution. Loop SunFire into the TLD thread. | Provides the SFTP destination + spec to TLD. Processes calls once flowing. | Medium — the TLD permission step has been the main blocker we've seen in this wave |
Five9 | Loop your Five9 admin into the kickoff call so we can scope the recording feed together. | Scopes the integration with your Five9 admin on the call. | We haven't onboarded a Spark agency on Five9 yet — lift TBD |
Multiple dialers / Other | Confirm internally which dialer is the source of truth for enrollment recordings (or whether you need both feeds). Be prepared to scope on the kickoff call. | Scopes the integration path on the kickoff call before committing. | Custom — varies by setup |
Key IX Workflows
Video 1: Getting Started
Video 2: Daily Monitoring -- What To Do Each Day
Video 3: Understanding Quality Scores and Reading a Call Scorecard
Video 4: When to Coach & How to Prepare -- Coaching Best Practices
Video 5: Using Bookmarks and Identifying Trends
Video 6: How to Use Reports
Video 7: Putting it All Together
Questions
If you have any questions or need assistance with your IX you can email [email protected].