Scores every conversation
AI evaluates each call and chat against your scorecard questions and writes the reasons.
01GreetingPassed
02VerificationMissed step
03EmpathyScored by AI
04CoachingSession booked
CCaaS · AI Quality Management
Quality scoring on 100% of conversations.
AI scores 100% of calls and chats against your scorecards, finds coaching moments and assigns coaching, so your partners raise quality without growing the QA team.
Agentic AIAI scoringQA on 100%ScorecardsCoaching
Quality scorecardAI Quality Management
100%
- GreetingPassed
- !VerificationMissed step
- ✦EmpathyScored by AI
- CoachingSession booked
AIScores every conversation
PassedAgentic AI · built in
AI in AI Quality Management, working on its own.
AI that takes the action, not just the note. Running inside the network, on your brand.
Assigns coaching
It books coaching sessions and sends example calls to agents who miss the same step.
MTWTFSS
Session booked
Agentic AI
Spots scorecard drift
AI highlights questions where scores and outcomes no longer match so you can update them.
ScoresOutcomes
Features
AI Quality Management, feature by feature.
Custom scorecards
Build weighted scorecards per team, channel or campaign.
1Greeting×3
2Verification×2
3Empathy×2
4Coaching×1
Illustrative
How it works
From setup to live.
100%
Quality scorecard
1Build scorecards
Write questions and weights for each team.
2Turn on AI
Apply scoring to every queue and channel.
3Calibrate
Review a sample and tune scoring rules.
4Coach
Use AI findings to plan and track coaching.
For mobile operators
Contact centres are the heaviest voice users on your network. Own the seat, not just the minutes.
For resellers & BPO suppliers
A branded AI contact centre with voice routes on the same bill.
More in CCaaS
Everything else in the box.
AI Voice AgentsAIAI that answers and resolves callsAI ChatbotsAIAI chat on WhatsApp, web and moreOmnichannelAIOne queue and timeline for every channelOutbound DialerPredictive, power and preview dialingInbound & IVRAIACD, AI routing and visual IVRAgent AssistAILive AI help for every agentSupervisor AssistAIWallboards, barge and live AI alertsInteraction AnalyticsAISentiment, topics and trends across allWorkforce EngagementForecasting, scheduling and adherenceWhite-label & BillingYour brand, tenants and one invoice
FAQ
Questions, answered.
It scores every conversation so reviewers spend their time on calibration and coaching.
Yes. Recreate them in the builder and AI scores against your questions.
Yes. Build weighted scorecards per team, channel or campaign, with the questions and weights you write yourself.
Yes. Agents can challenge a score and add comments, and each score links to the exact moment in the transcript so reviewers can check the evidence.
AI highlights questions where scores and outcomes no longer match so you can update them, and calibration lets you compare AI and reviewer scores side by side.
Own the seat, not just the minutes.
Book a 30-minute technical briefing with our engineers.