Call Disposition and QA Analytics

EmberQA supports evaluation across multiple communication channels and interaction data formats. The platform analyzes voice calls, SMS text messages, customer emails, documents, and chat transcripts. This multi-channel capability allows contact centers and customer-facing teams to apply consistent quality rubrics, track performance signals, and surface urgent red-flag conditions across diverse customer touchpoints without rebuilding existing operational workflows.

EmberQA QA Result Webhooks enable teams to send automated quality updates to external destinations as soon as interactions are evaluated. The system provides webhook delivery history and triggers workflows based on quality scores, red flags, call outcomes, and performance signals. These webhooks push data to CRMs, ticketing systems, internal dashboards, and supervisors to initiate timely follow-up actions.

Yes, EmberQA identifies urgent quality issues and automatically triggers alerts when completed interactions meet defined score thresholds or red-flag conditions. These performance signals can be routed directly to supervisors, ticketing systems, or internal dashboards. This automated notification process helps teams address high-risk interactions quickly and target coaching toward specific recurring process misses and agent performance trends.

EmberQA provides basic onboarding and standard support across plans, along with white-glove onboarding and enterprise support options on the Pro plan. Teams receive access to comprehensive API documentation, integration reference guides, QA workflow consultations, and hands-on assistance connecting communication channels and mapping custom scorecards. Additional technical guidance and support can be accessed directly by contacting the support team.

EmberQA offers Essentials at $49 per agent per month and Pro at $89 per agent per month. Both plans include standard supported ingestion, API setup, and unlimited usage of included features without usage-based overage charges. The Pro plan includes unlimited automation usage, enterprise support, and white-glove onboarding to help teams scale interaction analysis across operations.

Traditional quality assurance relies on limited manual call sampling, which evaluates only a small fraction of customer interactions and often leads to subjective scoring. EmberQA uses AI automation to analyze every customer interaction across voice and text channels. This comprehensive coverage provides objective scoring rubrics, surfaces urgent compliance risks, and delivers actionable data to improve agent coaching and operational consistency.