Call Analysis for Contact Center QA

Automated scoring evaluates customer interactions using custom QA scorecards, rubrics, metrics, and weights. The system processes call transcripts and audio recordings, analyzes conversation content against configured quality criteria, and highlights pass or fail decisions. Authorized reviewers can also review evaluations, inspect metric-level explanations, and make manual score adjustments within manager dashboards.

AI red-flag detection monitors conversations for urgent operational and compliance concerns. The system identifies issues including hostile agent behavior, improper advice, privacy violations, and escalation risks. When high-risk conditions are detected, automated alerts notify supervisors immediately so teams can intervene, review call recordings and transcripts, and trigger automated workflow updates.

Yes. The platform links interaction insights directly to agent development workflows. Recurring missed metrics and performance patterns generate targeted coaching recommendations. Teams can build agent improvement plans with metric targets and progress tracking, deliver training lessons and quizzes, and provide AI mock-caller roleplay practice for difficult customer scenarios.

In addition to call audio recordings and call transcripts, the platform supports customer interactions across SMS text messages, emails, documents, and chat transcripts. This multi-channel capability allows operations to apply consistent quality rubrics, track cross-channel performance trends, and manage compliance across diverse customer touchpoints.

Manager QA dashboards provide visibility into analyzed interaction volume, average scores, and quality movement across date ranges. Teams can track performance trends by agent, team, channel, and location. The platform also supports standard CSV data exports and recurring trend reporting to highlight systemic quality issues and coaching progress.

EmberQA offers two primary subscription plans: Essentials at $49 per agent/month and Pro at $89 per agent/month. Both plans provide unlimited usage of included features without overage charges. Managers and reviewers have free access unless their own interactions are scored, and Pro includes advanced coaching, training, and red-flag alerts.