Roadmap
Updated September 2026. Lanes are ordered by what we are working on now, not by date. This is our direction, not a contractual commitment; sequencing changes as pilots teach us what matters most.
Live today
Wired end to end and in use. The features page has the full inventory.
Form designer, automated and manual evaluation, inboxes, calibration, disputes, coaching and auto-fail rules.
Categories including inverse compliance checks, themes, trends, sentiment, silence and overtalk, correlation grid, ask-your-calls and the weekly brief.
Per-queue forecasting, deterministic scheduling with what-if, real-time adherence, intraday assistant, one request gate, shift and vacation bidding.
Scorecards on a 53-KPI catalog, performance plans, KPI coaching alerts, named dashboards.
Roster, listen, barge, text whisper, live transcript, near-live screen view, tripwires.
Multi-tenant with row-level isolation, org tree, 112 permissions, feature toggles and SKUs, audit log, in-app support.
In development
The gaps a buyer comparing Phario with an incumbent asks about first. These are the current engineering focus.
Five9, Genesys Cloud, Cisco Webex Contact Center and Vonage, following the Amazon Connect adapter. SIPREC recording for platforms without native delivery.
A signed Windows client that captures without an armed browser tab and hosts the agent's in-call panel.
PCI pause and resume, per-tenant retention and deletion policies, legal hold, and download from the player.
SAML 2.0 alongside OpenID Connect, multi-factor authentication, lockout and password policy.
Email first, then push. Slack and Microsoft Teams after.
Per-question, per-form, per-evaluator and trend reports for quality; PDF export and scheduled delivery.
SOC 2 Type II and HIPAA attestation work, a production environment with a dedicated domain, and a web application firewall.
Per-queue form routing, evaluation edits and per-question comments, agent acknowledgement and a my-evaluations view, random sampling alongside inboxes.
Planned
Sequenced after the lane above. Several depend on the desktop client or on text-channel ingestion.
Chat, email and SMS bodies ingested so recording, quality and analytics cover more than voice.
An agent app for schedules, time off, swaps and overtime; a supervisor app for the team view and alerts.
Guided responses on tripwires, knowledge surfacing, next-best-action prompts and auto-filled wrap-up, hosted in the desktop client.
Multi-month headcount and hiring scenarios beyond the current eight-week forecast horizon.
Customer API keys, workforce and quality endpoints, webhooks on schedule publish, and connectors for Salesforce, ServiceNow and Zendesk.
Warehouse and business-intelligence export beyond CSV.
Utterance-level sentiment, root-cause analysis, richer category logic, additional languages and a persisted category index for enterprise volume.
CSAT and NPS after the interaction; points, badges and challenges tied to scorecard KPIs.
Agent-initiated adjustments within rules, without a supervisor approval step.
AWS Bedrock hosting for tenants whose data-residency terms require it.
Not on the roadmap
Categories the incumbents sell that a mid-market workforce optimization buyer rarely needs from the same vendor. We would rather be excellent at the core.
Phario is cloud only, on AWS.
Phario sits beside your ACD; it does not replace it.
No IVA or containment bots.
Screen recording, yes. Application-level process mining, no.
Out of scope.
Phario schedules contact-center work.