Interaction Analytics
Analyze customer calls and other interactions to uncover sentiment, performance patterns, searchable transcripts, and actionable insights for contact center teams.
Turn customer conversations into actionable intelligence with Speech Analytics APIs from EmberQA. Analyze interactions, detect sentiment and risks, automate quality scoring, and help teams coach more effectively. Built for contact centers and customer-facing organizations across the United States, EmberQA helps replace limited manual sampling with broader, more consistent visibility into every recorded interaction.
Analyze conversations, automate quality assurance, identify risks, and transform interaction data into practical coaching insights.
Analyze customer calls and other interactions to uncover sentiment, performance patterns, searchable transcripts, and actionable insights for contact center teams.
Apply custom scorecards, rubrics, and quality criteria consistently across customer interactions, helping teams expand coverage beyond limited manual sampling.
Identify hostile behavior, privacy concerns, escalation risks, and other customizable red flags so managers can focus attention where it matters most.
EmberQA helps contact centers and customer-facing teams turn conversation data into measurable performance improvement. Its AI-powered platform supports automated scoring, sentiment analysis, customizable red flags, transcript keyword search, data extraction, and targeted coaching. Teams across the United States can gain broader visibility into recorded interactions while reducing the manual effort required to review calls and identify quality issues.
EmberQA combines AI automation with practical contact-center quality assurance workflows.
Evaluate every customer interaction instead of relying only on limited manual sampling.
Apply shared rubrics and quality standards across interactions, teams, offices, and programs.
Surface hostile behavior, privacy violations, and escalation risks for quicker manager attention.
Use recurring performance patterns to guide personalized, actionable coaching for agents.
A focused team advancing AI-powered quality assurance for customer-facing organizations.
CEO / Founder
RT Maddox is the CEO and Founder of EmberQA, an AI-powered quality assurance platform built for contact centers and customer-facing teams across the United States. With a background in AI automation and contact-center software, RT identified a critical gap between the volume of customer interactions companies handle and the limited manual sampling traditionally used to evaluate them. Drawing on years of hands-on collaboration with customer-obsessed organizations, RT led the development of EmberQA to bring automated scoring, red flag detection, and targeted coaching insights to a broader range of businesses. As founder, RT is focused on helping quality assurance teams move beyond guesswork, giving managers the tools to review every interaction and turn QA data into measurable performance improvement for their agents and their customers.
Head of Engineering
Ethan Shover serves as Head of Engineering at EmberQA, where he leads the technical development of the company's AI-powered quality assurance platform. Ethan is responsible for building the systems that allow EmberQA to analyze every customer interaction, apply consistent scoring rubrics, and surface urgent red flag alerts in real time. His engineering leadership ensures that the platform can reliably support office-specific QA workflows and integrate customer call data with CRM verification, giving quality assurance teams and contact centers a scalable, dependable tool for improving performance. Ethan brings a strong focus on building robust, high-performing software that translates complex AI automation into practical, actionable insights for organizations managing high volumes of customer interactions. His work is central to EmberQA's mission of transforming manual QA sampling into comprehensive, data-driven interaction analysis.
Speech Analytics APIs are software interfaces that help organizations analyze customer conversations and interaction data. They can support capabilities such as transcription search, sentiment analysis, quality scoring, red flag detection, and data extraction. EmberQA applies these capabilities to help contact centers and customer-facing teams evaluate interactions more consistently and turn conversation patterns into practical coaching and quality insights.
Talk with EmberQA about turning interaction data into actionable quality insights.
Connect with EmberQA to discuss your quality assurance goals, interaction data, and workflow requirements.
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