Best Contact Center Quality Assurance Software - Page 10

EvalidateQA

EvalidateQA by BPA Quality is a robust, purpose-built Call Center Quality Assurance Software platform that empowers contact centers with the tools to elevate performance, ensure compliance, and drive measurable improvements in customer experience. Developed by industry leaders in QA and Customer Experience, EvalidateQA combines intuitive design, psychometric rigor, and advanced analytics to deliver a holistic solution tailored to real-world operational needs.

Fonetik

Gridspace Contact Center AI

Gridspace makes conversational care readily available by providing superior machine talent to patients, customers, and businesses.

Average Rating: 5.0/5.0

Total Reviews: 1

Hubicus

Hubicus Quality Monitoring

i2x

Inspeech

Speech Analytics Solution Guarantee top quality with GenAI-powered conversation analysis Powered by GenAI, our Speech Analytics system transcribes and analyzes your contact center’s voice and text conversations to improve your operations’ quality and find insights of value to your business. Solution advantages Maximum agility in a truly omnichannel solution. Efficiently analyzes audio and text efficiently with a powerful GenAI-driven transcription engine. High precision engine. Get automated service quality monitoring with >95% reliability. Optimized customer experience. Detects operational problems to improve customer satisfaction. Cost reduction. Automates quality management processes to optimize your resources. Better agent performance. Keep track of quality KPIs adapted to your business in real time. Business intelligence. Optimize your processes and enhance your sales. Applications Recognition of intent and key topics in each conversation. Recognition of customer mood and discomfort. Recognition of use of positive or negative language from agents. Compliance with legal and/or contractual requirements. Brand story compliance from agents. Scripted responses and texts required in each conversation. Adaptation of arguments to maximize results. Definition of a process management and optimization strategy. Technical characteristics for each quality management phase 1. Implementation adapted to the business Query builder on a no-code interface. Detects the dead air time and incidence of specific words and expressions. Configurable parameters. Automated voice and text analysis including calls, chats, WhatsApp messages, emails, and social media. Template and topic tree design. Allow conversations to be classified in a COPC model format. 2. GenAI-powered quality analysis High precision speech-to-text engine. Has a proprietary dictionary to include sounds-like words and therefore enhance reliability Multi-language transcriptions. Available in more than 20 languages and dialects to download at any time. Batch call transcription. Semantics interpretation with NLU. Understands the meaning and context of each word. Analyzes feelings and mood in tone and voice. 3. Real-time monitoring Quality assessment dashboards. Logs each agent and team’s KPIs in real time with customizable individual dashboards. Automated, hybrid, and manual analytics. Shows duration of call, dead air time, volume analysis. Manual reviews of most critical aspects. Cost control. Includes a cost control module to monitor and manage consumption. 4. Continuous improvement and decision-making Audio processing optimized for 8kHz and 16kHz - Stereo: audio text segmented by agent and customer. - Mono: conversion to stereo. - Formats permitted: wav, mp3, aac, ogg, flac, wma, mpeg, amr, caf, mp4, mov, wmv, mpeg, m4v, flv, mkv Multiple analyses on a single transcription. Various ​​​​queries and/or NLU models can be used to obtain information for various processes: sales, marketing, and quality. Continuous model training. Improves templates and semantic interpretation models with machine learning to optimize precision of call classification.

isorobot

We are an enterprise management system that ensures an organization's best practises and standards are followed throughout all departments. The futuristic corporate management system is the outcome of our years of experience consulting on management systems. We enable the efficient management of several ISO standards, significant business frameworks, and the transformation of risk and compliance activities into a competitive advantage by optimising procedures and workflows. The isorobot manages all functions within the organization with 10+ independent and integrated modules, that too by following the globally accepted standards and management systems. They are: *isorobot QMS (Quality management system) *isorobot QHSE (Quality, health safety environment) *isorobot ISMS (Information security management system) *isorobot GRC (Governance, risk, and compliance) *isorobot Internal audit *isorobot Risk management *isorobot Business continuity *isorobot Strategy management *isorobot Asset management *isorobot Document management

Lens

Automated CX Assurance Testing that enables you to focus on what matters most—your customers. Lens 5.0 is designed to deliver detailed, actionable insights into the health and performance of your contact center environment to quickly identify and resolve problem areas to achieve and maintain outstanding customer experience.

Loopy

Loopy is a Customer Support Observability Platform that unifies your CX Ops Data, detects anomalies, and alerts the right people for timely resolution. Customer support operations, at times, feel like a black box. Teams have to deal with a sea of information juggling disparate software, spreadsheets, big data silos, and manual workflows to meet customer support demands. This results in a significant lack of clarity, which creates confusion. A solution is needed to bring transparency and illuminate the path to more efficient support, and that’s what Loopy’s all about.

Mitel Workforce Optimization

Empower your employees with Mitel Workforce Optimization solutions that are proven to improve both the efficiency of your organization and the quality of your customer experience.

MosaicVoice

MosaicVoice is an AI-powered platform designed to enhance contact center operations by providing real-time agent assistance and automated quality assurance. By integrating seamlessly with existing dialers, MosaicVoice delivers dynamic guidance during customer interactions, ensuring conversations are accurate, compliant, and empathetic. This solution accelerates agent training, simplifies complex workflows, and maintains high-quality customer experiences across various industries, including healthcare, utilities, hospitality, and business process outsourcing (BPO). Key Features and Functionality: - Real-Time Agent Guidance: Utilizes AI to understand customer intent and offers agents relevant talking points, keeping conversations on track. - Intelligent Objection Handling: Detects customer objections and provides agents with proven responses instantly, transforming challenges into opportunities. - Automated Quality Assurance: Monitors compliance in real-time, alerts managers to breaches, and guides agents with remediation plans before calls conclude. - CRM-Ready Summaries: Generates detailed call reports and transcripts automatically, with sensitive information redacted, ready for seamless CRM integration. - Powerful Analytics: Offers deep insights into call patterns, agent performance, and customer satisfaction to continuously improve operations. Primary Value and Solutions Provided: MosaicVoice addresses common challenges in contact centers by enhancing agent performance, ensuring compliance, and improving customer satisfaction. It reduces agent training time, decreases compliance violations, and lowers agent churn by empowering agents with tools they appreciate. By automating quality assurance and providing real-time guidance, MosaicVoice enables contact centers to deliver exceptional customer experiences efficiently.

My Audition

Audition is an AI-powered voice simulation platform built for contact centres. It runs realistic, scored phone call simulations for recruitment screening, agent training, and leadership coaching. Powered by OpenAI's Realtime API, every simulation is a live voice conversation with an AI persona that adapts in real time. Instant automated scoring across five dimensions, live coaching nudges, call recordings, and transcripts included.

OnScript AI

OnScript AI: The All-in-One Platform All features are included in our platform (OnStarter and up). No add-on fees. No per-seat licenses. Pillar 1: Automated Quality & Compliance The complete suite to score 100% of interactions and ensure compliance. • Automated Scorecards: A comprehensive call scoring and evaluation system, fully automated. • Compliance Shield: Monitor 100% of calls for compliance scripts, violations, and required disclosures. o Immediate Alerting: Because our AI understands tone and intent, it can trigger immediate alerts for compliance issues, incorrect information, or potential complaints, letting you protect your business in real-time. • PII and/or PHI Redaction: Automatically find and redact sensitive PII (for PCI) and/or PHI (for HIPAA). o Our Advantage: Unlike tools that fully redact transcripts (making them useless), we can selectively redact only PHI, letting you maintain PII for customer tracking and analysis. • Data Validation: Real-time data validation and compliance checking during the call. Pillar 2: Agent Performance & Coaching Tools to make agents and managers more effective, all in one place. • Conversational Coaching: AI-powered insights to identify coachable moments. We go beyond "did they say the words" and coach on how they said it—flagging sarcasm, dismissive or rushed tones, and coaching for true empathy. • Agent Trend Analysis: Track agent performance trends over time with powerful, actionable dashboards. • Shareable Reporting & Links: Instantly share performance reports in a presentable format to anyone with a secure link. (Also exportable, available in-app, or sent to your system via webhook). • Daily Digest Reports: Comprehensive daily performance summaries delivered to your inbox. Pillar 3: Deep Conversation Intelligence The true LLM-powered analytics that drive business decisions. • Disposition & Intent: Automated call categorization and a deep understanding of why the customer is calling. • Sentiment & Vocalytics: Real-time sentiment analysis, tone, and advanced voice analytics. • Key Fact Extraction: Automatically extract key facts, information, and call summaries. • Webhook & API Automation: Seamlessly integrate OnScript data into your CRM or other tools, and automatically post facts and summaries back to your customer database to reduce after-call work. Enterprise-Grade Trust & Security • Certifications: SOC 1, SOC 2, and ISO 27001 • Compliance: HIPAA and PCI compliant

Operata

Operata is the experience management platform for cloud contact centers. Operata monitors performance and analyzes quality data from your calls. Every call, every agent, everywhere. Operata helps diagnose issues, automate actions and communicate with agents to improve the contact center environment. Operata increases the accuracy of evaluations, assures quality migration, accelerates adoption and enhances service performance and reporting. Available globally as a scalable, simple to deploy SaaS solution, Operata customers include leading insurers, telcos, banks and MSP's.