Streamlines call QA for contact centers using predefined questionnaires and AI insights (summaries, sentiment).
Boosts agent performance, service standards, and customer experience.
Ditches manual Excel audits.
Ideal for banks, support, collections, and large operations.
Replaces manual spreadsheet audits with a centralized QA system, slashing effort.
Delivers call summaries, sentiment insights, and key highlights no full recordings needed.
Spots gaps in greetings, style, empathy, and closures for targeted agent coaching.
User-friendly screens for questionnaires, reviews, reports, and approvals non-tech friendly.
Create process-based QA forms with clear parameters, scoring, and weightage to ensure consistent call quality evaluation.
Listen to calls and complete QA evaluations directly in the system without using external tools or Excel sheets.
Quickly understand the purpose and outcome of calls through AI-generated summaries and key conversation highlights.
Identify customer and agent emotions such as joy, anger, neutral, and sadness to better assess call quality and experience.
Convert call recordings into searchable text transcripts for faster review, audits, and dispute resolution.
Assign calls for QA based on agent, process, call type, disposition, or call duration, with support for manual and hybrid review models.
Quality scores are calculated automatically using defined parameters and weightages, ensuring fair and accurate evaluation.
Access agent-wise and call-wise QA reports and export them in Excel format for audits and management reviews.
Analyze calls in All major Indian languages including English, Hindi, Telugu, Tamil, Kannada, Bengali, Assamese, Arabic etc.
Receive system notifications when QA tasks or scheduled analysis activities are completed.
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.
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.
