Discover & reinforce the true drivers of excellence
Get insights across your entire client service organization at a glance so you can make decisions backed by data.
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Bring out the best your agents best potential
A comprehensive suite of evaluation and coaching tools to put your team on the path to customer support excellence
Enable smart & secure evaluation with intelligent automation
Track performance accurately with the best of conversational intelligence and quality assessment tools for precision evaluation
Ensure perfect compliance and policy adherence
Built-in tools designed for banking-specific metrics and analytics at any level to find and fix weak links down to the finest details.
Accelerate agent performance with personalized coaching
Identify areas for improvement with detailed analytics, leading to targeted training and increased productivity.
Empower Your team with Data-Driven Customer Experience Insights
Powerful AI-driven features designed for the domain-specific knowledge management and retrieval
Automated quality assurance scorecards
Automatically assess interactions against predefined criteria, ensuring consistent quality without manual intervention.
Conversation sentiment analysis
Detect sentiment trends and keywords to proactively address potential issues affecting customer satisfaction.
Banking context recognition
Tailored analysis for banking interactions, understanding industry-specific terminology and compliance requirements.
Real-time agent performance monitoring
Monitor agent activities live, allowing for immediate feedback and support to maintain high performance standards.
Performance leaderboards
Foster healthy competition and motivation among agents by showcasing top performers.
Customizable performance rating criteria
Adapt evaluation metrics to align with the specific goals and requirements of different teams or groups.
Key performance indicator visualization
Visualize critical metrics through intuitive dashboards for quick assessment and decision-making.
Quality management
Automated quality assurance tools built-in
Automated evaluation built in to enhance manual QA
Intuitive evaluation tools allows you to skip tedious case-by-case conversation analysis stay focused identifying insights and on coaching
Create a continuous QA feedback loop
Automated QA evaluation identifies issues proactively and highlights effective focus points recommended for coaching
Detailed scorecards for policy adherence checks
Utilize Pre-built or customized scorecards to summarize comprehensive evaluation reports of advisor KPIs
Turn on Auto-Evaluate to score advisor performance in seconds
Conversation intelligence
Unlock the quality service you have always wanted
Evaluate call recordings and live transcripts
Ensure clear recordings and transcriptions for every conversation, including human inflection, accents and context driven verbage
Take advantage of precise speech and interaction analytics
Precisely analyze conversations using intelligent tools that understand banking specific knowledge and taxonomy.
Precisely analyze conversations using intelligent tools that understand banking specific knowledge and taxonomy.
Analyze conversations for tone, context and intent to understand customer sentiment and the appropriate operational guidelines to handle difficult cases.
Intuitive conversation tracking and detailed transcripts
Speech Analytics
Truly understand the depth of human sentiment
Real-time sentiment detection
Automatically analyzes customer tone and emotion across voice, chat, and email interactions highlighting frustration, or escalation risk as conversations unfold.
Quality insights beyond keywords
Goes deeper than scripted phrases to assess true customer sentiment helping quality teams evaluate interaction effectiveness and advisor empathy accurately.
Transcribe every conversation, capturing tone, accents, and context
Automated evaluation
Make Quality Assurance a breeze
Evaluate 100% of all interactions at the push of a button
Eliminate the limitations of sample size based manual evaluation efforts by engaging auto QA to efficiently provide more accurate evaluation.
Utilize pre-designed banking specific scorecards
Pre-built scorecards designed for all the banking specific metrics valuable for your business
Auto evaluation follows detailed ruleset to provide scoring
Automatically assess interactions against predefined criteria, ensuring consistent quality without manual intervention.
Reduce the risk of missing vital customer information
Personalized Coaching
Accelerate advisor training the right way
Identify skill gaps and focus on provide specialized training
Detailed dashboards and insight identify individual or team level areas of improvement in service quality
Emulate realistic scenarios for beginner to expert training
Create realistic and diverse pre-designed scenarios to train your agent on demand at every level.
Coaching and evaluation rating tools
Provide rating tools to evaluate Advisor experience as well as Advisor performance to ensure streamlined coaching apparatus.
Assign personalized, focused training programmes
Compliance
Choose the pathway to perfect policy adherence
Real-time performance tracking
Automated QA enables continuous evaluation cycles keeping performance data up-to-date, without expanding more resources
100% of customer conversations. Automatically evaluated
Every recorded interaction is analyzed quickly and efficiently to deliver complete, unbiased performance insights
Tracks conversations down to the finest metrics and details
No sampling or blind spots. Every recorded conversation is tracked and evaluated to provide actionable insights to achieve perfect compliance
Real-time performance evaluation enables proactive solutions
All the features and capabilities you need
Real-Time Performance Management
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Live Dashboards
Monitor agent performance with up-to-the-moment metrics.
Real-Time Coaching Alerts
Receive alerts to guide coaching while interactions happen.
Real-Time Interaction Analysis
AI reviews live interactions for instant feedback.
Real-Time Quality Enhancement
Address issues as they occur with immediate coaching.
Automated Insights and Documentation
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AutoSummary
Generate detailed call summaries instantly.
Automated Disposition Notes
Create call notes without agent effort.
Post-Interaction Analysis
Review all interactions for insights and compliance.
Quality Management
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Auto QA
Automate quality checks across 100% of interactions.
Auto-Scoring
Use AI evaluation conversation for accuracy and compliance.
Customizable scorecard rating criteria
Tailor each scorecard metrics
Unified Agent Evaluation
Assess human and virtual agents on one platform.
Generative AI Scoring
Score agent behavior beyond keyword detection.
Outcome-Centric QA
Pinpoint impactful behaviors for better coaching.
Manual QA Acceleration
Speed up time-consuming QA tasks.
Coaching & Performance Optimization
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Targeted Agent Coaching
Identify who to coach and what to focus on.
Behavior-Based Feedback
Evaluate real behaviors, not just outcomes.
Coaching Recommendations
AI suggests specific improvements per agent.
Operational Intelligence & Analytics
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Sentiment Analysis
Identify and highlight negative sentiments voice and digital channels.
Trend Analysis
Track and act on long-term customer interaction trends.
Historical Data Review
Use past interaction data to enhance service strategies.
Compliance & Workflow Transparency
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Conversation tracking and audit
View agent workflows and conversation transcripts for deeper understanding.
Auto QA Rule Definition
Define Auto QA rules using simple controls.
Full Visibility Reporting
Get a complete picture of contact center activity.
