Quality Management
AI-Driven Quality Management Solution helps contact centers improve agent performance through structured evaluation, automated scheduling, and detailed reporting — integrated with platforms like Cisco, Webex, Genesys, and Expertflow CX
What makes us different
AI-Driven Quality Managment
Evaluate 100% of customer interactions using a hybrid AI–human Quality Management model.
Multi-Channel QM Capability
Manage quality evaluations across all interaction channels (voice, chat, email, etc.) in a unified system.
Real-Time Performance Alert
Set performance thresholds to trigger alerts for low-scoring evaluations, keeping Quality Managers instantly informed.
Third-Party Solutions Integration
Integrating with Contact Centers such as Cisco UCCE, UCCX, PCCE, Webex Contact Center, and other leading contact center solutions.
Scheduler
The Review Scheduler enables Quality Managers to automate one-time or recurring evaluations using configurable rules. Schedules can be created based on agent groups, interaction metadata (such as call duration, wrap-up codes, or direction), and linked evaluation forms. Managers can assign reviewers, define deadlines, and configure automated reminders to ensure timely completion.
Filter Conversations
Filter conversations using agent, team, date/time, wrap‑up code, direction and sentiment via the Conversation List. This enables Quality Managers to quickly identify relevant conversations and focus evaluation efforts where they’re most needed.
Single Pane View
Access full conversation content, including both conversation activities and conversation data in a single, structured interface. The Conversation View component enables Quality Managers and Evaluators to review assigned interactions, complete evaluations using linked forms, and monitor agent performance with context-rich data.
Manage Assigned Evaluations
The Review Screen is a centralized workspace for viewing, accessing, and managing evaluations. It supports both Quality Managers and Evaluators with role-based access to relevant evaluator and allows users to filter, track, and initiate evaluations directly from one place.
Quality Insights & Analytics
Generate five key reports to track evaluation activity and compare performance across agents, teams, and evaluators:
- Evaluation Volume
- Skills Assessment
- Team Comparison
- Evaluator Comparison
- Agent & Team Leaderboard
These reports help identify performance trends, skill gaps, and evaluation consistency—supporting team calibration.
