Contact Center Quality Assurance demo

What the demo shows

A system solution for QA teams that scores every call, chat and email against the rubric.

Each call is a waveform with the rubric moments pinned along it: greeting, identity check, empathy, vulnerability, plan terms, promise, close. Click a pin to hear the moment and see the score, the quote and the rule. Chats and emails carry the same pins in the margin. Promises are followed after the call: the pin stays open until the callback is found in the call log, case notes or emails sent, and turns red when it is missed.

Transcript

1. 0:00Contact Center Quality Assurance scores every utility call, chat and email against the rubric.
2. 0:09Today, analysts hear two calls in a hundred.
3. 0:13Broken promises go unseen.
4. 0:16Helen Marsh's disconnection call.
5. 0:19Every rubric moment pinned on the waveform.
6. 0:23Click a pin to hear it.
7. 0:25The payment plan, fully explained.
8. 0:29At 2-12, an oxygen machine is mentioned, never recorded.
9. 0:34Compliance is alerted. At 3.42, I'll call you back tomorrow.
10. 0:40The pin stays open, watching.
11. 0:445 o'clock, no callback logged.
12. 0:47The pin turns red.
13. 0:48The score falls to 75.
14. 0:52Nadia books the callback for tonight, before Helen has to ring again.
15. 0:58This week, 61 mispromises were caught before they became complaints.
16. 1:04Built on Botminds.
17. 1:06Agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.