MANUAL QA
Set new standards for quality assurance
Manual QA empowers quality assurance (QA) teams to drive more organizational impact with measured and comprehensive automation within your call evaluations that accelerate goal setting, feedback management, and process monitoring.
Proven impact across 350+ enterprises
23%
reduction in AHT
10%
uplift in conversions
13%
increase in revenue
97%
improvement in compliance monitoring
Experience the impact across your contact center
Drive More Sales
Create methodical evaluations and translate coaching tips into new upsell opportunities.
Reduce Compliance Risk
Automatically monitor high-risk interactions by curating a list and proactively assigning auditors to monitor for non-compliant behaviors.
Improve Customer Experience
Empower supervisors to monitor, analyze, and track agent performance for greater evaluation coverage, faster completion rates, and better performance.
Increase Operational Efficiency
Track quality across voice and written conversation.
Evaluation form builder
Drive continuous improvement by designing and adapting custom forms using custom options, conditional logic, and scoring mechanisms on a user-friendly interface. Deploy forms with confidence by piloting and adjusting them in draft and test modes.
Assignments
Optimize your agent performance with sophisticated QA workload management, with automated evaluation assignments, real-time progress monitoring, and smart work redistribution and scheduling capabilities.
Calibration
Keep QA evaluations consistent and fair across QA teams with calibration sessions and detailed reporting. Leverage powerful tools to align evaluator outputs and processes, improve cross-team performance, and ensure reliable results across the board—particularly for those in distributed teams or using BPO partners.
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Audit the auditor
Ensure QA auditors follow your quality standards with periodic evaluation audits, performance tracking, and clear reporting. Use these insights to fine-tune your QA process, provide targeted coaching, and elevate the overall quality of your QA evaluators.
POST-INTERACTION AI ECOSYSTEM
Maximize post-interaction impact
Auto QA
Evaluate 100% of all interactions with AI-powered, contextual, and evidence-based auto-filled forms.
Discover auto QAAgent performance & coaching
Deliver effective, personalized coaching and performance tracking to drive agent success and retention.
Discover agent performance and coaching
Screen recording
Get the complete picture of an interaction with full visibility into the agent’s desktop.
Discover screen recordingInsights
Access actionable insights in every conversation to move fast and stay ahead.
What They Say
Proven technology trusted by 350+ customers
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