Customer Contact Analytics

The platform analyzes customer interactions across multiple channels, including phone calls, SMS messages, emails, documents, and chat transcripts. These interactions can be ingested through supported integrations or submitted directly via API for automated scoring and reporting.

Interactions are evaluated using artificial intelligence against customizable quality assurance scorecards, rubrics, metrics, and weights. The system provides metric-level scoring explanations alongside transcripts and recordings, allowing managers and authorized reviewers to examine findings or adjust individual metric scores.

The software identifies high-risk interactions by monitoring for red flags such as privacy violations, hostile agent behavior, improper advice, and escalation risks. When critical conditions are detected, automated alerts can notify supervisors or trigger external workflow actions.

The system aggregates score trends and recurring missed metrics across agents and teams to identify coaching opportunities. On supported plans, insights connect directly to targeted coaching recommendations, agent-facing improvement views, structured training lessons, and AI roleplay practice.

Yes. Quality assurance results, scores, call outcomes, and red-flag alerts can trigger automated actions or be delivered to customer relationship management systems, ticketing platforms, and internal dashboards using result webhooks and API connectivity.

EmberQA offers subscription plans including Essentials at $49 per agent per month and Pro at $89 per agent per month, both featuring unlimited usage of included capabilities. Manager and reviewer access is free unless their own customer interactions are evaluated.