Overview

Ozonetel Quality Audits is an AI‑driven automated call and chat quality monitoring solution embedded in Ozonetel’s cloud contact center platform. It automatically analyzes 100% of contact center interactions against configurable quality parameters, enabling objective scoring, performance insights, sentiment analysis, and actionable agent coaching insights. The solution uses advanced speech and conversational analytics to eliminate bias and manual QA bottlenecks, improving overall quality assurance processes and customer experience.

Features and Capabilities

• Core Automated Quality Audits:
  • Automates quality evaluation of every interaction against 30+ metrics
  • Eliminates manual bias and random sampling limitations
  • Produces objective quality scores and reports across calls and chats
  • Tracks parameters such as speech rate, volume, interruptions, active listening, sentiment, and resolution speed
• Conversation Analytics & Sentiment Insights:
  • Uses NLP and AI to analyze conversational intent and customer sentiment
  • Highlights emotional and behavioral aspects of interactions
  • Enables deeper understanding of customer experience trends
• Performance & Workflow Insights:
  • Provides actionable insights for agent performance improvements
  • Helps identify training gaps and curate personalized coaching plans
  • Enables supervisors to sort by sentiment, intent, keyword, or agent performance metrics for targeted action
• Reporting & Dashboards:
  • Automated reports on quality metrics such as speaking rate, decibel levels, role ratios
  • Dashboards designed for intuitive use by managers without extensive training
  • Can save significant time in monitoring and supervision tasks
• Configurability & Templates:
  • Admins can define parameters, categories, templates, and snapshots for flexible audit setups
  • Quality Auditor configurations support structured QA scoring templates tailored to campaigns or teams