Call Evaluations for Contact Centers

In addition to phone calls, EmberQA supports cross-channel quality assurance for SMS messages, emails, documents, and chat transcripts. Organizations can evaluate customer conversations across these supported channels within a unified platform, applying custom rubrics, automated scoring, and performance tracking to maintain consistent quality standards across both voice and digital communication streams.

EmberQA features AI red-flag detection designed to identify urgent interaction issues that require immediate supervisor intervention. The platform detects risks such as privacy violations, improper advice, hostile agent behavior, and customer escalation risks. On supported plans, automated alerts and webhooks notify supervisors promptly when defined score thresholds or red-flag conditions are triggered during call analysis.

EmberQA provides targeted coaching recommendations based on recurring performance patterns and top-performer examples. On the Pro plan, agents can access structured training programs, learning content, quizzes, knowledge checks, and AI mock-caller roleplay practice. These roleplay scenarios allow agents to practice difficult customer conversations and policy steps safely before taking live calls, with progress tracked over time.

The platform offers performance analytics tracking quality trends across individual agents, teams, channels, and locations. Contact center leaders can analyze average scores, review analyzed interaction volume across date ranges, and view recurring missed metrics. Reporting features include manager QA dashboards, standard CSV exports, and, on the Pro plan, PDF trend reports and daily AI-generated QA summaries.

Yes. Authorized managers and reviewers can inspect scored interactions, view detailed metric-level pass or fail explanations, and apply score corrections within the review workflow. Managers can search and filter interactions by date, agent, team, score, missed metrics, or custom metadata, allowing quality leaders to validate automated evaluations and maintain oversight over scoring standards.

EmberQA offers two subscription plans: Essentials at $49 per agent per month and Pro at $89 per agent per month. Both plans include unlimited usage of their included features without usage-based overage fees. In addition, manager and reviewer access is provided at no extra cost, requiring paid seats only for agents whose interactions are evaluated.