Quality Management

Quality Monitoring

AI-Powered Modern QM

Save time, improve agent performance, and mitigate compliance risks by modernizing your quality management.

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Simple and Scalable for Enterprise Operations

Modernize quality management with automation at every level and unlock performance insights critical to the entire contact center, from the agent to the CEO.

Smart Selection

Leverage Playbook Builder™ to automate which calls are sent to the evaluation workspace based on pre-defined topics, themes, and sentiments.

 

Looking for something? Quickly filter calls by agent, topic, date range, call queue, and sentiment, and easily move them to the evaluation workspace.

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Set Evaluation Standards

Set your evaluation criteria for conversations using an out-of-box evaluation form or customize using a simple form-building tool.

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Activate AI Scoring

Evaluate 100% of conversations with AI-powered machine scoring. Plus, calibrate calls between machine and supervisor scores.

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Automate Reporting

Automate the delivery of reports that combine quality and coaching data with other contact center performance to provide deeper insights.

30% QM Cost Savings

See how SuccessKPI’s machine scoring enabled upwards of 30% cost savings associated with quality management as Maximus sought to launch a cloud-based remote contact center for the Centers for Disease Control and Prevention (CDC) during the COVID-19 pandemic.

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