Interaction Analytics for Contact Centers

Rather than relying on manual random sampling, every customer conversation is automatically evaluated against custom QA scorecards. The system applies custom rubrics, metrics, and weights to calculate scores, providing metric-level explanations alongside transcripts and recordings to show exactly why each standard passed or failed.

The platform includes AI red-flag detection designed to surface urgent risks across customer conversations. Identified conditions include hostile agent behavior, privacy violations, improper advice, and customer escalation risks. On supported configurations, automated alerts notify supervisors immediately when high-risk interaction criteria are met.

Yes. Performance analytics provide visibility into quality movement, average scores, and recurring issues across agents, individual teams, specific channels, and multi-site contact center locations. Managers can monitor trends over time, compare group performance, and export standard CSV summaries or PDF trend reports.

Interaction data highlights recurring missed metrics and quality patterns to guide agent coaching. The platform connects quality findings to targeted coaching recommendations, agent improvement plans with daily progress tracking, learning lessons, quizzes, and AI mock caller roleplay scenarios for practicing difficult conversations.

The platform offers two primary subscription tiers: the Essentials plan at $49 per agent per month and the Pro plan at $89 per agent per month. Both plans include unlimited usage of their included features without usage-based overage fees. Manager and reviewer access is free unless their own interactions are scored.

Yes. The platform provides API connectivity and result webhooks with delivery history. QA scores, red-flag alerts, call outcomes, and performance signals can trigger workflow automations that send updates directly to CRMs, ticketing systems, internal dashboards, and supervisor management tools.