Capacity Enhanced Quality Monitoring is an AI-driven solution designed to transform contact center performance by automating agent evaluation, coaching, and compliance monitoring. It replaces manual, inconsistent processes with intelligent automation that evaluates every interaction, delivers real-time feedback, and identifies coaching opportunities. With seamless integrations and full visibility into calls and screens, Capacity helps organizations improve customer satisfaction, reduce costs, and maximize ROI.

Features

• Always-On Monitoring
  • Automatically evaluates 100% of interactions.
  • Identifies key insights, coaching needs, and compliance risks without human effort.
• Agent Coaching
  • Provides fast feedback and on-the-spot training.
  • Uses AI-driven coaching to improve performance without disrupting workflow.
• Agent Alerts
  • Detects talk-over, silence, sentiment shifts, and compliance risks.
  • Sends immediate alerts to supervisors for proactive action.
• AI-Powered Responses
  • Identifies inefficiencies and suggests optimized responses.
  • Reduces Average Handle Time (AHT) to speed up resolutions.
• Recorder
  • Records and analyzes both calls and screens.
  • Offers full visibility into every interaction for smarter decision-making.
• Integrations
  • Seamlessly connects with CRM, helpdesk, and voice systems.
  • Enhances quality monitoring without disrupting existing workflows.

Benefits

• Improved Agent Performance
  • AI-driven insights boost efficiency, compliance, and customer satisfaction.
• Boosted Team Productivity
  • Coaching accelerates agent improvement and reduces wasted time.
• Maximized Contact Center ROI
  • Better interactions lead to happier customers, lower costs, and higher profits.
• Real-Time Visibility
  • Supervisors gain instant access to performance data and alerts.
• Scalable & Secure
  • Trusted by over 20,000 organizations and 1.5 million users.
  • Supports over 36.3 billion automated interactions.