Solution
For contact-center QA, sales leadership, and compliance teams: every call, chat, and email reviewed and scored against one rubric, with evidence linked to the exact moment.
The problem
Manual QA covers a sliver of calls and chats. Compliance failures, churn signals, and lost revenue hide in the rest.
Coaching based on last month's sample reaches agents long after the conversation — and the deal — is gone.
Two people score the same call differently. Agents get conflicting feedback based on who happened to pick their calls.
The product, not a promise
How it works
Recordings, chat logs, and emails flow in from your telephony, CRM, and helpdesk systems.
Audio becomes text with speaker separation and automatic PII redaction.
The platform detects intent, sentiment, topic shifts, and script adherence in every interaction.
Each conversation is scored against your rubric — the same rubric, every time.
Missed disclosures, churn signals, and coaching moments route to the right owner with the evidence attached.
Who it's for
QA manager / team lead
Head of sales / CX
Compliance officer
Manual QA teams review a sample — typically under 2% of calls and chats. The other 98% is where compliance failures, churn signals, and lost revenue hide. The Conversation Intelligence Suite reviews all of it: every call, every chat, every support email, converted into structured, queryable performance data.
The suite ingests voice and text interactions across telephony, email, and chat, transcribes with speaker separation, and redacts PII on the way in. Then it does what a QA analyst does — on every interaction instead of a sample. It verifies that mandatory disclosures, mini-Miranda language, and privacy statements were actually spoken. It scores the agent against your rubric. It tags objections, competitor mentions, and pricing pushback, and tracks sentiment as it shifts through the conversation.
The output is structured data — scores, flags, topics, outcomes — correlated with business results like closed-won deals and CSAT, so leaders can see which conversation behaviors drive success and which quietly lose accounts. One rubric applies to everything, so a score means the same thing across teams and weeks, and agents stop getting conflicting feedback based on who happened to listen.
Calls where an agent missed the script or struggled with an objection route to their manager the same day, with the exact moment in the recording linked — while the deal is still live, and while a new hire can still correct course. A score nobody can verify is an opinion; here, every flag and score links back to the exact span of transcript that produced it, and every action is human-approved — the platform surfaces and drafts, your team decides. That evidence trail makes the output usable for compliance monitoring and dispute resolution, and volume spikes — holiday seasons, product launches — get the same full coverage without adding QA headcount.
Objections, answered
Every score and flag links to the exact span of transcript that produced it, so a reviewer verifies any result in seconds. Uncertain calls route to human review — and the rubric is applied identically every time, which human scoring can never promise.
Yes — conversations are scored against your rubric and checked against your scripts and mandatory language. There is no generic scorecard to adapt to.
PII is redacted at ingest, transcripts and recordings stay in your governed environment, and every access and action is audit-trailed. That evidence trail is what makes the output usable for compliance monitoring and dispute resolution.
The suite connects to the telephony, CRM, and helpdesk systems you already run. Setup is loading your rubric and scripts; full-coverage review starts with the next day's interactions.
Watch a raw recording become a scored, evidence-linked QA record live in the demo.
Request a demo