1. Speech & Text Analytics |
|
Call Transcription – Converts voice conversations into text |
 |
 |
 |
 |
 |
 |
Sentiment Analysis – Detects customer emotions and agent tone |
 |
 |
 |
 |
 |
 |
Keyword & Phrase Tracking – Identifies compliance violations, objections, or sales cues |
 |
 |
 |
 |
 |
 |
2. Integration & Automation |
|
CRM & CCaaS Integrations – Connects with Salesforce, Genesys, NICE, etc |
|
 |
 |
 |
 |
 |
API Access for Custom Workflows – Enables custom reporting and automation |
 |
 |
 |
 |
 |
 |
Automated QA Monitoring – Evaluates 100% of calls, chats, and emails |
 |
 |
 |
 |
 |
 |
3. AI-Powered Quality Scoring |
|
Automated Call Scoring – Evaluates interactions based on predefined QA criteria |
 |
 |
 |
 |
 |
 |
Customizable Scorecards – Aligns QA reviews with business goals |
 |
 |
 |
 |
 |
 |
Trend Analysis – Tracks performance over time |
 |
 |
 |
 |
 |
 |
4. Compliance & Risk Management |
|
PCI & HIPAA Compliance Monitoring – Ensures secure handling of customer data |
 |
 |
 |
 |
 |
 |
Script Adherence Checks – Confirms agents follow required dialogues |
 |
 |
 |
 |
 |
 |
Red Flag Alerts – Detects regulatory violations in real-time |
 |
 |
 |
 |
 |
 |
5. Call Center Performance Analytics |
|
KPI Dashboards – Monitors CSAT, FCR, AHT, and other key metrics |
 |
 |
 |
 |
 |
 |
Root Cause Analysis – Diagnoses common call issues |
 |
 |
 |
 |
 |
 |
AI-Driven Insights – Identifies patterns in customer complaints and agent behavior |
 |
 |
 |
 |
 |
 |
6. Agent Coaching & Feedback |
|
Real-Time Agent Assist – Offers live prompts for better responses |
|
 |
 |
 |
 |
 |
Automated Feedback Reports – Provides post-call coaching suggestions |
 |
 |
 |
 |
 |
 |
CSat Self Coaching – Personalized CX suggestions to empower agents to improve their CSAT |
 |
|
|
|
|
|
7. Agent Recognition & Awards |
|
Gamification – To increase, fun, engagement, and motivate agents to improve CSAT |
 |
|
|
|
|
|
Recognition – Agents receive real time financial recognition for CSAT performance |
 |
|
|
|
|
|
Awarding – Certifying agents who have achieved world class CSAT performance |
 |
|
|
|
|
|
8. CX Benchmarks & CSAT Prediction |
|
CX Benchmarks – QA Score, CX and compliance metrics are benchmarkable and rankable |
 |
|
|
|
|
|
Targeted Opportunities – Identify agent CX metrics that need to be fixed first |
 |
|
|
|
|
|
CSAT Prediction – Predict agent CSAT with up to 95% accuracy for every call |
 |
|
|
|
|
|