Quality assurance software for call centers

Define automated scoring criteria to quantify agent performance and track script compliance. With our advanced call center quality assurance software, you can customize these criteria to fit your specific business needs and get a more detailed and accurate assessment of each interaction.

Monitor how agents, teams or locations are performing against core KPIs, track caller and agent sentiment and how it changes throughout each call, get alerts when call handling issues occur, and quickly dive into specific calls for review.

Forget waiting around — access call recordings, transcripts, and call scores immediately after calls end with Invoca’s call center quality assurance software.

AI analyzes every conversation to accurately identify and report on the specific agent that handled each call. Our contact center quality assurance software uses Agent VoiceID technology, which allows managers to quickly find and sort calls by agent and generate agent-specific reports.