Contact Center QA Automation Solutions

Traditional quality assurance relies on randomly reviewing a small percentage of calls. Automated call scoring evaluates every interaction against custom QA scorecards, rubrics, metrics, and weights. This provides consistent, objective evaluations, metric-level explanations, and immediate identification of performance patterns.

Automated red-flag detection monitors interactions for high-risk issues requiring supervisor intervention. Identified conditions include hostile agent behavior, improper advice, privacy violations, and escalation risks. When triggered, the system can send automated alerts to supervisors or initiate workflow actions.

AI roleplay provides mock caller simulations allowing agents to practice difficult customer conversations, policy steps, and specialized scenarios before taking live calls. The Pro plan includes unlimited roleplay attempts, scored evaluations, structured training programs, quizzes, and completion tracking.

Yes. EmberQA supports result webhooks with delivery history, API setup, and external connections to CRMs, ticketing systems, and internal dashboards. Quality scores, call outcomes, and red-flag signals can automatically trigger operational follow-ups and CRM record validation.

EmberQA is available on two subscription tiers: 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 fees. Reviewers and managers receive free platform access.

Teams configure custom scorecards, metrics, instructions, and weights to match their specific quality criteria. The platform uses configurable rules to automatically select the appropriate rubric for each interaction and can exempt interactions that should not be graded.