Call Center QA Automation

The platform analyzes voice calls, SMS messages, emails, documents, customer context, and chat transcripts. Interaction data is ingested through supported data sources or submitted directly through an API, allowing contact centers to standardize quality evaluation across multiple communication channels.

AI red-flag detection identifies high-risk interaction issues that require immediate supervisor review or intervention. Configured criteria detect conditions such as hostile agent behavior, improper advice, privacy violations, and customer escalation risks, triggering automated alerts and workflow notifications to supervisory teams.

Quality assurance data connects to external systems using API integration and result webhooks with delivery history. Score triggers, red flags, call outcomes, and performance signals can automatically push updates directly into CRMs, ticketing systems, internal dashboards, and supervisor communication tools.

The system identifies recurring quality gaps from QA data to generate personalized coaching recommendations. On the Pro plan, teams can track daily agent improvement plans, monitor attempt history, and deploy AI mock-caller roleplay practice, quizzes, lessons, and knowledge checks.

EmberQA offers two published plans: Essentials at $49 per agent/month and Pro at $89 per agent/month. Both subscription plans include unlimited usage of included features with no usage-based overage charges. Manager and reviewer seats are free unless their own work is scored.

Yes. Contact centers can configure custom rubrics, scoring metrics, and weighted criteria. The platform also supports automatic rubric selection using configurable rules and exemptions to ensure interactions are graded against appropriate standards or excluded from scoring when non-applicable.