Complete coverage
Audit every interaction. Automatically.
Replace small samples with consistent AI-powered analysis across every customer conversation.
Voice, chat & email ready
One connected workflow
From conversation to coaching, without losing context.
The interaction, the score, the evidence and the improvement plan stay connected from beginning to end.
- 01
Bring conversations into review
Organise eligible voice, chat and email interactions by process and campaign.
- 02
Apply your scorecard
Use AI assistance to assess defined parameters, sentiment and required steps.
- 03
Verify the evidence
Review the transcript, explanations and relevant moments before confirming a result.
- 04
Coach and track
Turn findings into focused coaching and follow progress at agent and campaign level.
Campaign intelligence
See where quality is strong—and where coaching can move it.
Bring conversation volume, quality scores, agent distribution and parameter-level performance into one campaign view. See who is on track, who needs support and which behaviours are influencing the result.
- Benchmark agents against the campaign
- Find skill gaps at parameter level
- Move from a pattern to the calls behind it
Customer care · Inbound
Campaign performance
Conversations
2,847
AI-assisted audits
2,618
Average QA
86.3%
Agents
24
Agent performance distribution
Parameter-wise performance
Lower Higher
| Quality parameter | Agent 1 | Agent 2 | Agent 3 | Agent 4 |
|---|---|---|---|---|
| Greeting | 96% | 94% | 89% | 91% |
| Active listening | 88% | 79% | 91% | 64% |
| Clear communication | 92% | 86% | 88% | 72% |
| Required steps | 100% | 96% | 94% | 68% |
Demo agent
Customer care · Illustrative profile
Skill radar
Agent vs teamPerformance over time
Improving| Recent calls | Campaign | Sentiment | AI score |
|---|---|---|---|
| DEMO-0248 | Customer care | Positive | 91% |
Agent performance
Coach the person, not the average.
Compare an agent's soft skills, compliance and process-critical performance with the team average. Follow their quality trend over time, then open the conversations behind the change.
A clearer coaching conversation
Start with the skill pattern, show the exact conversation evidence and agree on a focused next step the agent can act on.
Conversation evidence
Trace each finding back to the conversation.
Open a conversation to see its AI summary, outcome, sentiment and coaching recommendation. Review each parameter, jump to the relevant transcript timestamp and verify the result before completing the review.
Timestamped evidence
Parameter explanations
Human verification
Interaction · DEMO-2847
Conversation review
Overall QA score
Soft skills 88% · Compliance 92% · Process 78%
Timestamped transcript
02:16 durationAgent · 00:04
Good afternoon. How may I help you today?
Customer · 00:11
I would like an update and a clear explanation of the next step.
Agent · 00:28
I understand the concern. I'll verify the status and explain what happens next.
Audit results
AI result · reviewer can verifyEmpathy and acknowledgement
PassedAgent acknowledged the concern before taking action.
Jump to evidence · 00:28Active listening
PassedThe response directly addressed the customer's stated need.
Jump to evidence · 00:28Required disclosure
ReviewConfirm the full timeline was provided before closing.
Jump to evidence · 01:12Scorecards and control
Measure quality by the standards your operation defines.
Organise reviews by process and campaign. Set weighted audit parameters, group them into meaningful categories, identify critical criteria and apply the scorecard where it belongs.
AI accelerates the review. People own the decision.
Reviewers can record manual scores, sentiment and notes alongside the AI result before submitting the final review.
Campaign scorecard
Audit parameters
Total weight
100
Call opening
Soft skills
Process and compliance
Closing
Built for quality teams
One view for every quality decision.
Give each team the level of insight they need while keeping the conversation and evidence at the centre.
QA leaders
Review consistently and focus attention on conversations that need it.
Operations managers
See campaign-level patterns and where performance is shifting.
Team leaders
Coach with agent trends and evidence from real conversations.
Compliance teams
Check required steps and verify flagged exceptions before closing a review.
QMS questions
What teams usually want to know.
From scorecard setup to human verification, these are the questions that shape a useful quality workflow.
Customer conversations across voice, chat and email can be brought into the review process. We confirm the conversation sources, formats and volumes during scoping.
Your quality team defines the scorecard: the criteria, their weighting and what good looks like. AI assistance then helps apply those criteria consistently, with reviewers able to check and adjust results.
Review findings can be turned into coaching notes for individual agents, showing specific moments from their conversations and the areas to focus on next, so feedback is concrete rather than general.
Conversation IQ is designed for voice, chat and email conversations. The exact sources in your environment are reviewed as part of implementation.
We discuss who should see which conversations and scores, how sensitive information is handled and what your internal policies require, before the review process is configured.
See your quality process in one connected view.
Bring a scorecard or sample review flow. We'll show how QMS can structure the audit, surface the evidence and support more focused coaching.