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Invoca has been a huge win for our QA team and our agent supervisors. We’re now evaluating 100% of calls — up from 0.5% — and we’ve reduced the research time it takes to investigate calls by 70%, which is amazing!
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AI scores every aspect of every call
Get detailed insights and scoring on 100% of calls to evaluate agent performance, correlate behaviors to outcomes, surface coaching opportunities, and ensure compliance.
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Unlock the voice of the customer
Get AI-powered VoC insights on customer sentiment, questions, needs, trends, and competitor mentions to understand your audience, improve talk tracks, and grow revenue.
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Boost revenue with targeted coaching
Analyse the entire experience, even when calls are handled by an outsourced call centre or individual location.
AI-powered agent evaluations
Define automated scoring criteria to quantify agent performance and track script compliance. With our advanced call center quality assurance software, you can customise these criteria to fit your specific business needs and get a more detailed and accurate assessment of each interaction.
Fast, easy call reviews and coaching
Find the right calls to review and pinpoint coachable moments in those calls with Call Review Console, a dedicated UI for managers that improves the efficiency and effectiveness of agent evaluations.
Actionable insights and alerts
Get a 360-degree overview of your contact center performance to track results, correlate agent behaviors to call outcomes, monitor trends, and detect and correct issues. Use smart alerts to get automatically notified when metrics spike or plummet so you can take fast action.
Tap into the voice of the customer
AI analyses every conversation to accurately identify and report on the specific agent that handled each call. Our contact centre quality assurance software uses Agent VoiceID technology, which allows managers to quickly find and sort calls by agent and generate agent-specific reports.
Invoca supports your contact centre and CX initiatives
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Call Centre Quality Assurance Software FAQs
What is call center quality management software?
Call center quality management software is a suite of tools designed to monitor and evaluate the agent performance. At its core, this software uses AI to analyze calls based on your organization’s unique criteria. By providing detailed insights into each interaction, Invoca helps businesses understand how well their agents are adhering to their scripts and where improvements can be made. This helps companies deliver consistent, high-quality customer experiences that build loyalty.
How does automated call center quality management software work?
Call center quality management software automatically records and transcribes 100% of contact center calls. It uses easy-to-train AI, which you can customize for your unique business needs. For example, you can train it to detect if agents use the right greeting, properly identify the customer, ask for the sale, and use the right phrases to express empathy. The AI will then score all of your calls according to the criteria, so you can see how well your agents perform. You can visualize the data via dashboards and leaderboards.
What are the benefits of using call center quality management software?
Invoca’s call center quality management software enables you to evaluate 100% of calls, giving you a complete picture of agent performance—not just a small sample. This leads to more accurate performance assessments and helps identify coaching opportunities promptly. It also makes managers more efficient, allowing them to spend less time searching for and scoring calls, so they can spend more time coaching agents. In addition, users can improve their compliance with regulatory standards, as the software highlights any deviations from required protocols.
How can call center quality management software improve agent training?
By analyzing every call with AI, Invoca's call center quality management software identifies specific areas where agents excel and where they need improvement. This targeted feedback allows managers to customize their coaching sessions, focusing on the most relevant skills and behaviors. Moreover, Invoca records and transcribes every call, giving agents clear, real-world scenarios to learn from.
How does call center quality management software help with compliance?
Compliance is crucial in many industries, and call center quality management software plays a vital role in maintaining it. Invoca’s software monitors calls to ensure that agents adhere to company policies and regulatory requirements. It flags any deviations from the script or protocol, allowing supervisors to take immediate corrective action. This not only helps in avoiding fines and legal issues, but also ensures that customers receive accurate and consistent information.
