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    HOW WE HELP

    Actionable Data - Complete Control

    Creating an actionable plan requires correct data that are easy to understand and monitor.

    • Immediate Turnaround Time
    • Consistent Quality Measurement
    • Increase Customer Retention and Satisfaction
    • Agent Standards That Match Yours
    Call Center Quality Assurance Monitoring Software
    Quality Assurance In Call Center

    Multi-Tier Calibrations

    Single calibrations are a thing of the past. Welcome to multi-step calibrations that ensure accuracy every time across the whole team.

    • QA Team Alignment
    • Supervisor Agreement
    • Full Accountability Management
    • Weekly Calibration Sessions

    HUMAN + AI

    Our Accuracy Matters

    Increase Speed With The Efficiency Of Artificial Intelligence Data Collection

    Humans do not have the speed that AI can deliver, which stops you from gaining the data needed to run your business with maximum efficiency.

    Utilize the power of AI

    • Speed
    • Power
    • Accuracy
    • Efficiency

    Increase AI Accuracy With First-Line Human Verification

    Although AI is swift, the information needs to be verified. Without verification, the data could be inaccurate and produce false positives and negatives.

    Human Verification

    • Human accuracy
    • Higher certainty
    • Increased efficiency
    • Better performance

    Increase Human Accuracy With Up To Three Levels Of Blind Review

    Call Criteria analysts will blindly review an interaction up to 3 times based on the calls where AI determines differences between reviews and its analysis.

    Human Recheck

    • Analyst verification
    • Complete certainty
    • Better efficiency
    • 99.5% accuracy

    Ensure Your Team Remains Accountable For All Actions Within The Call Criteria Dashboard

    Identify which of your Supervisors are actively reviewing calls that have problems and those that are not coaching and training their agents.

    Accountability Management

    • Confidence
    • Performance
    • Compliance
    • Stress-free QA
    Call Center Quality Assurance Programs

    Using Speech Analytics and Human Precision To Your Advantage

    Achieve automated call quality monitoring through the use of our AI technology

    99 %

    Accuracy

    Our perfected blend of computers and humans guarantee more accurate results

    78 %

    Cost Reduction

    Paying only for call minutes and not overhead has an immediate ROI impact

    Call Center Quality Assurance Software

    Focus on Actionable Insights

    We provide Quality Analysis that provides actionable insights to improve your service and ROI.

    • Data Collection
    • Coaching Management
    • Live Dashboard
    • Dedicated Account Manager

    BLOG

    Recent Blog

    Speech Analytics

    What Speech Analytics Companies Won’t Tell You 

    Speech analytics is essentially an artificial intelligence-powered tool. The program does several tasks, including monitoring voice-based interactions between a customer...
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    Customer Service

    Creating Winning Customer Engagement Strategies

    Customer engagement is the newest marketing jargon and with good reason. Your existing and future customers are practically everywhere, and...
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    Customer Service

    What Is a Customer Experience Map and How to Create One

    The history of customer experience mapping dates back to 1981 when John Carlson was named CEO of Scandinavian airline companies....
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    Quality Assurance

    What is First Call Resolution? Tips to Improve FCR

    There is much more that goes on in contact centers than what meets the eye. To other people, it is...
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    Contact Center

    Why Use Call Center Scripts to Improve Quality Assurance?

    Keeping your customers satisfied at all times is crucial, particularly if you run an e-commerce or retail business. Your service...
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    Contact Center

    Top 10 Benefits of Voice Analytics

    It’s no secret that call centers are a vital part of many businesses. However, what is a secret is the...
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    Agent Coaching Coaching Compliance

    Call Center Coaching Techniques to Avoid Common Mistakes

    Call centers are only as good as the agents on the phone. You want them to be as efficient and...
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    Call Center Quality Assurance Speech Analytics

    How do Artificial Intelligence & Machine Learning help Call Centers?

    Every call center, especially contact centers, is built around the concept of the customer journey. The customer journey is the...
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    Call Center Contact Center Performance Technology

    Can AI Replace Call Center Human Agents in Customer Service?

    In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many...
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    Call Center Contact Center Performance Technology Uncategorized

    Artificial Intelligence Impact on Call Center Performance

    This article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change...
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    Customer Service Speech Analytics

    Call Center Sentiment Analysis & Why It’s important for Businesses?

    What is call center sentiment analysis? Statistics and numbers can only give you half of the picture. Quickly identify the...
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    Quality Assurance

    Why Do Businesses Use Quality Assurance Software?

    Quality assurance can be used by any industry that has an interaction with customers or clients, such as call centers...
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    Agent Performance Performance

    How to Improve Sales Performance in Call Center?

    Call/contact centers can improve sales performance by using the following techniques: 1. Use a call tracking system to monitor sales...
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    Speech Analytics

    How AI Speech Analytics Improve Customer Service in Call Centers?

    What is Speech Analytics in Call Center? The process of speech analytics involves analyzing conversations that are captured by call...
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    Quality Assurance Quality Management

    Best Practices to Improve Quality Call Monitoring in Call Centers

    If you are looking to improve your contact center call quality monitoring, there are so many things that you can...
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    Call Center Quality Assurance

    Top 5 Tips to Improve Call Center Quality Control

    Running a call center is a difficult thing to do. To ensure your company produces the best possible experience for...
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    Call Center Quality Assurance

    Top 10 Benefits of Voice Analytics in Call Centers

    Improving the quality of your calls is a key part of any contact center. It’s important to know how well...
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    Call Center Outsourcing Quality Assurance

    Why Should You Outsource Quality Assurance to Call Center?

    Call centers are busy environments at the best of times. COVID-19 has impacted the global economy more than anyone ever...
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    Customer Service

    5 Proven Ways to Effortlessly Retain Your Customers

    Your call center’s main purpose is to provide impeccable customer service to protect and retain your organization’s greatest asset; the...
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    Uncategorized

    The Science Behind Customer Personas

    Quick question, when was the last time you took a long hard look at what makes your customer base tick?...
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