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ConVox QA AI

Smart Call Quality Assurance

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Product Overview

ConVox QA AI is a call quality assurance solution designed to help contact centers evaluate customer calls in a simple, structured, and efficient way. It combines predefined QA questionnaires with AI-supported call insights such as summaries and sentiment analysis. This helps organizations improve agent performance, maintain service standards, and enhance overall customer experience while reducing dependency on manual Excel-based audits. The solution is well suited for banks, customer support teams, collections, and large calling operations.

Why ConVox QA AI ?

ConVox QA AI reduces the effort involved in manual quality audits by replacing spreadsheet-based reviews with a centralized QA system. It allows teams to understand calls better by providing clear call summaries, sentiment insights, and conversation highlights without the need to listen to full recordings every time. By identifying gaps in greetings, communication style, empathy, and call closure, supervisors can provide focused coaching to agents. The system is easy to use, with simple screens for questionnaire creation, call review, reporting, and approvals, making it accessible even for non-technical users.

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Product Features

QA Queston
Structured QA Questionnaires

Create process-based QA forms with clear parameters, scoring, and weightage to ensure consistent call quality evaluation.

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Call Recording Review

Listen to calls and complete QA evaluations directly in the system without using external tools or Excel sheets.

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AI Call Summaries

Quickly understand the purpose and outcome of calls through AI-generated summaries and key conversation highlights.

Sentiment & Emotion Analysis

Identify customer and agent emotions such as joy, anger, neutral, and sadness to better assess call quality and experience.

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Call Transcripts

Convert call recordings into searchable text transcripts for faster review, audits, and dispute resolution.

Flexible QA Assignment Rules

Assign calls for QA based on agent, process, call type, disposition, or call duration, with support for manual and hybrid review models.

Automatic Quality Scoring
Automatic Quality Scoring

Quality scores are calculated automatically using defined parameters and weightages, ensuring fair and accurate evaluation.

Reports & Downloads

Access agent-wise and call-wise QA reports and export them in Excel format for audits and management reviews.

Multilingual Support
Multilingual Support

Analyze calls in All major Indian languages including English, Hindi, Telugu, Tamil, Kannada, Bengali, Assamese, Arabic etc.

Notifications and alerts
Notifications & Alerts

Receive system notifications when QA tasks or scheduled analysis activities are completed.

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Business Value

By using ConVox QA AI, organizations can significantly reduce QA effort while improving call quality and compliance. The system enables better coaching through structured feedback, ensures fair and consistent evaluations, and helps improve customer experience across all interactions. It provides a scalable and reliable approach to quality assurance for growing contact centers.

Get Started with ConVox QA AI

Organizations can get started by connecting their call recordings, configuring QA questionnaires, and beginning call evaluations supported by AI insights. With continuous monitoring and reporting, teams can steadily improve call quality and agent performance.

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1800-102-3835

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