Tune in to every word,
on every channel
Move beyond spotty and subjective quality assurance. Qualtrics AI-powered quality management solution scores every interaction in real time so you know how every agent is doing, and know every lever to pull to improve the experience for your customers while reducing operational costs.
Powering contact centres for the world’s leading brands
100% scoring on
every channel
Old-school call sampling only shows you a snapshot of what’s happening — our platform shows you everything. Every call, mention, post, chat, text, or any other interaction is automatically analysed and scored. In over 20 languages.
And because there’s no need to listen in to calls, or manually sift through chat logs, you’ll save time and money while ensuring a better experience for your customers.
Take your contact centre to the next level with automated quality management
Elevate service quality and agent performance – all while reducing the cost to serve
Intelligent, objective scoring tailored to your business
Tell our software what high-quality customer service looks like for your business and then let it do its thing. Qualtrics uses AI and natural language processing to analyse everything from agent knowledge and empathy to script compliance and customer sentiment with an out-of-the-box, customisable scorecard builder. The result? Objective, transparent scoring that benefits both your agents and your customers.
Know exactly where your agents
can improve
Help your agents grow in their careers and deliver better, more effective service to your customer. With personalised dashboards for agents and managers, Qualtrics curates tailored coaching recommendations and surfaces the traits and behaviours behind your best agents, so you can raise everyone’s game.
Get the best of human and machine
Combine the power of AI with easy-to-use survey tools to create a holistic understanding of agent and team performance. Our solution brings together automated scores, post-interactions customer surveys, and quality analyst assessments
all in one place.
Take the risk out of compliance management
Qualtrics works in the background 24/7, poring over every word of every interaction. So when a call breaks protocols or strays the wrong side of any regulations, it immediately spots it and triggers an alert to notify the right people.
Rated best-in-class customer experience management
