Quality Assurance & Performance Management.

Assess agent performance and embed best-practice with SmartAgent QA.

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A simplified QM process.

We’ve simplified the Quality Management process for your Assessors. Search and surface contact, recordings and transcriptions, and then evaluate and score on a single screen.

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Evaluate every contact channel.

Assessors can evaluate and score contact across all supported contact channels, so you get an end-to-end view of how your contact centre is performing, without the usual gaps.

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Onboard calibration.

Calibration functionality enables multiple assessors to score the same contact, helping to identify discrepancies in your QM processes and ensure accuracy.

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Self-service configuration.

SmartAgent QA provides fully-configurable assessment forms and scoring profiles, allowing you to develop and iterate your own QM processes, self-service.

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Works with Contact Lens.

Supports data and inputs from Amazon Connect Contact Lens, providing assessors with next-level insights including transcriptions, keywords and sentiment detection.

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Ready to reimagine your contact centre?

We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.