Quality Assurance
Automate QA to Evaluate Every Interaction and Drive Better Performance
Analytics 365 transforms quality assurance from a costly, manual process into an efficient, data-driven strategy. Our platform eliminates human bias and ensures 100% of conversations are evaluated, so you can coach agents based on a complete view of performance.
Analytics 365 Is Trusted By Businesses Worldwide
How Analytics 365 Works
Seamlessly integrated with Microsoft Teams, Analytics 365 captures all conversations. It uses advanced AI to transcribe and analyze key interaction points, generating automated quality scores based on your customizable criteria. This feature allows you to focus resources on data-driven process improvement and coaching, instead of manual evaluations.
Call Center Quality Assurance Software
Boost Agent Performance and Customer Experience with Intelligent Call Analysis
Evaluate Every Conversation with Unbiased Auto QA
Automatically score interactions against targeted, criteria-based questions covering areas such as agent conduct, script adherence, problem resolution, and policy compliance. Customisable scorecards ensure you can focus on what is most important to your business goals, with different question sets applied automatically based on call category.
Gain Insight Faster to Minimize Business Impact
Take action before customer service is impacted. Automatically flag calls that require immediate attention based on sentiment or topic mentions, delivering detailed insights for focused coaching.
Flexible QA to Support Any Process
Our platform supports both manual QA and AI-driven automation. Use customizable scorecards to define and apply comprehensive quality standards, including agent conduct, script adherence, and compliance. Supervisors can efficiently review flagged calls and apply manual evaluations where required.
Identify Trends and Training Needs
Leverage historical and real-time QA data to uncover knowledge gaps, recurring issues, or operational inefficiencies. Deliver targeted training that boosts overall effectiveness and operational excellence.
Setting Up Analytics 365 Is As Easy As 1, 2, 3
Call Recording with Conversation Analytics Plans and Pricing
Empower teams with workplace analytics driven by Microsoft Teams. Collect and analyse user data to boost productivity and increase collaboration within your business.
Our Latest Blog Posts
Why Phone Calls Are the Ultimate CX Data Source
Every day, your contact centre handles hundreds, if not thousands, of phone calls. Each one is a live, unscripted [...]
How AI-Driven Conversation Analytics Support After-Call Work in Call Centers
Introduction After-call work (ACW) has a direct impact on customer experience, agent productivity, and overall contact center performance. Once [...]
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Why Call Analytics Is the Missing Layer in Microsoft Teams
For many organizations, Microsoft Teams has become the default platform for business communication. It delivers a modern phone system, [...]
