Exotel's CQA is designed to assess chat and call conversations against predefined KPIs and SOPs, ensuring consistent quality while reducing costs.

Key Features

• AI-Powered Scoring and Analysis: Automates quality management to streamline workflows and optimize resource allocation.
• Performance Gap Identification: Provides detailed insights from chat and call analytics to identify areas for improvement.
• Personalized Coaching Tools: Offers agents targeted training and support to enhance customer satisfaction.
• Upsell and Cross-Sell Detection: Identifies opportunities for increased revenue through pattern recognition.
• Adaptive Runbook Analysis: Aligns with changing SOPs without manual updates.
• High Accuracy and Bias Reduction: Ensures objective evaluations with over 90% accuracy.
• Compliance Breach Detection: Flags potential regulatory issues to mitigate risks.
• Multilingual Analysis: Supports diverse markets by analyzing conversations across languages.
• Real-Time System Monitoring: Offers transparent reports and easy data access for improvements.
• Advanced Pattern Identification: Uses algorithms to uncover trends and anomalies in customer interactions.

Benefits

• Enhanced Operational Efficiency: Automates quality management processes to reduce manual effort.
• Improved Customer Satisfaction: Equips agents with better training and support for higher customer loyalty.
• Increased Revenue Opportunities: Identifies upsell and cross-sell opportunities through conversation analysis.
• Compliance and Risk Management: Detects and flags compliance breaches to avoid fines and reputational damage.