Compass

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Compass by Chordia is a conversation intelligence solution that helps customer-facing teams evaluate and act on evidence from customer conversations at full scale. It connects to existing CCaaS, CRM, help desk, video conferencing, and VoIP systems including Five9, HubSpot, Nextiva, NiCE, Salesforce, Zoom, Microsoft Teams, Google Meet, RingCentral, and more. It analyzes 100% of customer interactions across more than 80 languages, evaluating human and AI agents against the same criteria. Built for compliance, customer experience (CX), and revenue organizations that need every interaction reviewed rather than a sample, including sales, customer success, support, and contact center teams across regulated and high-volume customer interaction industries. Compass typically deploys within a day, not months, with prebuilt connectors and no custom data pipelines required. Key capabilities include: • Difficulty-adjusted performance scoring. An agent-lift model calculates the outcome expected for each interaction based on its type and difficulty, then measures what the agent added rather than what the call handed them. A person handling a hard call isn't penalized and one handling an easy call isn't given undue credit. The same standard applies whether the team is in-house or outsourced (BPO). • Compliance checks that account for timing, not just wording. Every conversation, not a sample, is checked for required disclosures and prohibited language, including whether a required statement was made at the right point in the interaction. • Natural-language search with consistent, evidence-based answers. Users can ask questions about conversation data in plain language and get an answer that points back to the specific moment in the interaction. Asking the same question twice returns the same answer, with no exporting data or writing queries required. • Coaching tied to a specific moment, not a generic tip. Coaching recommendations reference the exact point in a conversation that prompted them, rather than a standard playbook applied to everyone, and can be tracked per agent over time. • Surfaces what you didn't know to look for and keeps tracking it. Issues are prioritized by business impact and tracked against resolution status over time, so a finding doesn't quietly disappear into a report no one revisits. Customer data is not used to train models across customers. Compass provides role-based access with a full audit trail.