Automate cross-channel conversation quality analysis against your SOPs and KPIs to maintain top-tier service quality and agent efficiency, effortlessly.

Powering 7000+ Businesses in 60+ countries

What is CQA?

CQA is an automated solution that enhances conversation quality and operational efficiency. By assessing chat and call conversations against your KPIs and SOPs, CQA guarantees consistent quality adherence while offering significant cost savings.

Get a complete picture of every conversation

Automate quality management with AI-powered scoring and analysis. Leverage this to streamline workflows, reduce manual effort, and optimize resource allocation for greater productivity.

With detailed insights from chat and call analytics, you can identify performance gaps, enabling targeted interventions and strategic initiatives.

Ensure agents are equipped with the best training and support to deliver exceptional service. Through personalized coaching and self-improvement tools, your agents can drive higher levels of customer satisfaction, loyalty, and retention.

Detects cues and patterns indicative of upsell and cross-sell opportunities, enabling targeted sales strategies for increased revenue.

Automate quality management with AI-powered scoring and analysis. Leverage this to streamline workflows, reduce manual effort, and optimize resource allocation for greater productivity.

With detailed insights from chat and call analytics, you can identify performance gaps, enabling targeted interventions and strategic initiatives.

Ensure agents are equipped with the best training and support to deliver exceptional service. Through personalized coaching and self-improvement tools, your agents can drive higher levels of customer satisfaction, loyalty, and retention.

Detects cues and patterns indicative of upsell and cross-sell opportunities, enabling targeted sales strategies for increased revenue.

Features

Lead with meaningful insights to discover areas of improvement and boost efficiency

Simplify & automate quality management

Analyze conversations against detailed runbooks, eliminating separate KPI definitions just for the CQA tool. It adapts to SOP changes directly, ensuring constant alignment without manual effort.

Analyze at scale with speed

Increase productivity by analyzing a vast number of conversations in a fraction of the time it takes for manual analysis. 

Drive consistent accuracy

Minimize bias and errors with objective evaluations across channels with over 90% accuracy.

Mitigate risk by ensuring regulatory requirements

Detect and flag compliance breaches, reducing the risk of regulatory fines and reputational damage.

Seamless integrations

Integrate with knowledge bases, contact centers, and other conversation platforms facilitating real-time data access and analysis. Leverage this to optimize the overall process as against siloed pieces of conversations.

Multilingual conversation analysis

Multilingual call analysis that enables businesses to tap into diverse markets, ensuring effective communication and understanding across language barriers.

 

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Why partner with us?

Reliability

Monitor the system health in real-time with our transparent reports. And download data easily from the console to make targeted improvements.

 

Quality

Advanced algorithms to identify patterns, trends, and anomalies within conversations providing deeper insights into customer behavior, agent performance, and emerging issues.

 

Faster Time to Market

Best practices shared by an experienced delivery team, hassle-free integration and Exotel’s bundled offerings backed by comprehensive support every step of the way.

Multilingual Conversation Analysis

Analyze conversations without language barriers  for better insights 

 

Security & Compliance

Adherence to compliance and data privacy with a robust and secure  infrastructure and ISO, PCI-DSS, SOC2 certifications. 

 

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