Score every interaction. Coach every agent. Prove every compliance moment.
AI-driven quality management across voice and digital — 100% coverage, calibrated scoring, and coaching insights team leaders actually use.
Manual QA reviews 3% of calls. Compliance risk lives in the other 97%.
Traditional QA can't scale to the volume of a modern contact center. Automated Quality closes the gap with calibrated scoring across every interaction.
- Sampling biasManual reviewers pick the calls they can reach — not the ones that matter most.
- Inconsistent scoringDifferent reviewers, different scores. Coaching becomes an argument.
- Delayed feedbackCoaching that arrives a week later doesn't change agent behavior.
A QA operating model, not just a scoring engine.
Every voice and digital contact scored against a calibrated rubric.
Miranda, mini-Miranda, disclosures, right-party contact, TCPA and industry-specific checks.
Beyond keywords — model-based scoring of tone, empathy and resolution quality.
Prioritized coaching queues for team leaders, tied to skill gaps and improvement plans.
Human reviewers calibrate the model, keeping scores defensible to agents and unions.
Quality trends by queue, product, geography and cohort — with drill-down evidence.
A six-step model, from assessment to managed operations.
Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.
Rubric review and current-state QA audit.
Model, calibration and coaching workflow.
One BU, calibrated to human reviewers.
Integration with CCaaS and WFM.
Rollout across queues and geographies.
Ongoing calibration and rubric evolution.
Use cases already in production with enterprise clients.
Automated evidence for financial services, healthcare and collections disclosures.
Per-client scorecards, drill-down evidence and client-facing quality reporting.
Weekly coaching insights per agent from week one — not month three.
Discovery-to-close scoring for revenue teams, tied to CRM outcomes.
Grounded on your data. Governed on day one.
Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.
Where this fits in our practice
Questions buyers ask us first.
- Will agents accept AI scoring?
- Yes — when it is calibrated to human reviewers, defensible on any single call, and paired with coaching rather than discipline.
- Which CCaaS platforms do you support?
- All seven leading platforms plus legacy recording sources like Verint, NICE, Calabrio and native cloud recorders.
- How is this different from speech analytics?
- Speech analytics finds keywords. Automated Quality scores full interactions against a calibrated rubric and drives coaching action.
Book a working session with our automated quality team.
30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.