Scores every contact-center conversation against your own scorecard and turns the results into agent coaching and compliance alerts.
Impact-ranked coaching queue
One-click coaching sessions with agenda built from the transcript moment
Automated training allocation and before-and-after outcome tracking
Categories: Contact Center Quality Assurance
Auto QA scoring of 30 to 100% of interactions
Calibration workbench with human-vs-AI disagreement view
Audit trail linking each classification to the transcript span
Categories: Contact Center Quality Assurance
Predicted CSAT across channels
Built-in CSAT and NPS surveys
Sentiment trajectory and churn-risk signals
Real-time agent assist during live calls
Continuous compliance monitoring of interactions
Live supervisor floor view across agents
Categories: Contact Center Quality Assurance
Customizable scorecards with weighted items, compliance gates and failure reasons
No-code scorecard builder calibrated against human evaluators
Same scorecard applied to human and AI agents
Categories: Contact Center Quality Assurance
Sentiment trajectory per conversation
Sentiment-shift prompts to agents in real time
110+ reports and dashboards
Compliance pass rate, volume and AHT views by queue and line of business
Categories: Contact Center Quality Assurance
Sentiment trajectory, intent detection and topic clustering over transcribed speech
Categories: Speech Analytics
Delivery method: Integration
Ingests voice recordings through CCaaS integrations and SFTP, S3 or Azure Blob drops; the platform offers 80+ pre-built integrations in total.
Real-time and post-call voice ingestion
Categories: Speech Analytics
Intent detection and topic clustering
PII and PHI redaction by named entity recognition
Categories: Speech Analytics
Transcription with speaker diarization of voice interactions
Tenant-specific ASR vocabulary
Categories: Speech Analytics
Real-time agent assist during live calls
Continuous compliance monitoring of interactions
Categories: Speech Analytics
Categories: Contact Center Quality Assurance
Categories: Contact Center Quality Assurance
Categories: Contact Center Quality Assurance
Categories: Contact Center Quality Assurance
Categories: Speech Analytics
Categories: Speech Analytics
Read scores, scorecards and agent metadata via REST API
Write custom scorecard configurations via REST API
Push conversations in and pull scores on demand; subscribe to events such as compliance violation via webhooks
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