AI Call Scoring Software

EmberQA supports evaluation across multiple channels including phone calls, SMS, emails, documents, and chat transcripts. Organizations can ingest audio files in WAV and MP3 formats for upload workflows, submit interaction data via API, or connect supported data sources. This cross-channel capability enables unified quality assurance and compliance monitoring across voice and written customer communications.

The platform features AI red-flag detection designed to identify urgent interaction issues including hostile agent behavior, privacy violations, improper advice, and escalation risks. When high-risk conditions are detected during analysis, automated alerts notify supervisors. These alerts can also trigger workflow updates to integrated CRMs, ticketing systems, and internal operational dashboards.

Yes, authorized managers and reviewers can inspect scored interactions, mark them as reviewed, and manually correct metric scores when necessary. The platform provides detailed metric-level scoring rationales alongside full transcripts and recording playback. Reviewers can also use search tools and filters to find interactions by date, agent, score, or specific missed metrics.

On the Pro plan, the platform connects quality assurance scoring with targeted coaching recommendations based on recurring performance patterns. It includes structured agent training programs featuring learning content, quizzes, knowledge checks, and call-review exercises. Agents can also practice difficult customer scenarios, policy steps, and conversations through unlimited AI mock-caller roleplay simulations.

EmberQA offers two subscription plans: Essentials at $49 per agent per month and Pro at $89 per agent per month. Both plans provide unlimited usage of included features without usage-based overage charges. Manager and reviewer accounts are free; paid seats are only required for agents whose interactions are being evaluated and scored.

Yes, EmberQA supports QA result webhooks and API connectivity to automate downstream workflows. When interactions are scored or red flags are surfaced, the platform can send updates and QA data directly to CRMs, ticketing platforms, supervisor channels, and internal reporting dashboards, complete with webhook delivery history for tracking.