Customer Experience Analytics Software for Contact Centers

EmberQA scores every interaction against team-configured quality assurance scorecards rather than relying on random sampling. The platform applies objective AI evaluation to review calls, chat transcripts, emails, and documents using custom rubrics, metrics, and weights. Each evaluation includes metric-level explanations, full transcripts, and recordings, allowing authorized managers or reviewers to verify results and apply score corrections when needed.

The platform provides manager QA dashboards, agent performance analytics, standard CSV exports, and date-range performance tracking. On the Pro plan, teams gain access to agent and metric performance trends, PDF trend reports, daily AI QA reports, and the On-Demand QA Analyst for natural-language queries. These reporting capabilities track recurring quality issues, average scores, and quality movement across teams and locations.

EmberQA connects quality scores directly to agent development through targeted coaching recommendations, agent improvement plans, and progress tracking. On the Pro plan, managers can set metric targets and monitoring periods while reviewing recurring missed metrics. Agents can access dedicated improvement views and practice difficult customer conversations, policy steps, and real-world scenarios using AI mock caller roleplay, lessons, and quizzes.

EmberQA identifies urgent interaction issues including hostile agent behavior, improper advice, privacy violations, and escalation risks across analyzed calls, SMS, emails, and documents. On the Pro plan, automated red-flag alerts notify supervisors immediately when high-risk conditions occur. These quality signals can trigger internal workflow actions or send notifications to CRMs, ticketing systems, and internal dashboards for prompt intervention.

EmberQA offers two primary 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. In addition, manager and reviewer access is free across both tiers; paid seats are required only for agents whose customer interactions are scored on the platform.

EmberQA supports ingestion through API setup, webhooks with delivery history, and connections to external applications. Quality assurance data, scores, red flags, and call outcomes can trigger automated actions and update CRMs, ticketing systems, internal dashboards, and supervisor feeds. Teams can also compare call transcripts against CRM records to confirm scheduling outcomes, captured information, and adherence to established operational processes.