Challenges with Traditional Quality Management-

Insights limited to sampling of calls

Struggles with multichannel interactions

Delayed feedback causes delay in immediate action

Costly and impractical to scale with call large volume

Unable to provide sentiment driven recommendations

Inconsistent scoring due to human bias

Data silos prevent a holistic view of agent performance & customer satisfaction

Proposed solution- Call Audit Automation powered by generative AI

Engagely’s Call Audit is the systematic evaluation of customer-agent interactions to ensure quality, compliance, and performance, using insights to enhance customer experience and operational efficiency.

Why is Call Audit a game changer?

Based on established criteria and parameters set beforehand

Shift from selective sampling to evaluating 100% of calls

Time stamps available for allowing easy access to the specific conversation

QA assessments with custom call quality scorecards (No pre-defined template)
Unbiased scoring with the flexibility of manual evaluations

Data-driven decisions with actionable insights from detailed reports

Targeted coaching to enhance call quality and minimize escalations

Integrated LMS offering tailored learning solutions, speeding up onboarding and reducing training costs

Clear feedback on successes and areas for improvement after every call

Benefits to Business-

Ensures 100% call coverage for a complete performance view
Offers high-level trends and analytics to guide business decisions

Improves ROI by enhancing efficiency and customer satisfaction

Supports growth by managing increased call volumes effortlessly

Tracks sentiment and satisfaction for better CX strategies

Ensures adherence to policies and regulatory standards

Reduces costs by streamlining quality management processes

Drives better customer experiences through data-driven decisions

Why choose Engagely?

360-Degree View

Gen AI & LLM-Based Solution with Deeper Insights

Actionable Intelligence through targeted coaching

Azure Consumption

Improved FCR rates by 10% through Data-Driven Decisions

Seamless Integration ensures Data Consistency

Microsoft Cognitive Services and Speech-to-Text

Drag and drop interface

Tap into Automated QA and experience the power of digital transformation for your contact center.

Get in touch for more details.

Replace sampling-based post-call quality management with one stop call audit automation that reviews 100% of conversationsEngagelyAi Private Limited

Replace sampling-based post-call quality management with one stop call audit automation that reviews 100% of conversations

EngagelyAi Private Limited

Replace sampling-based post-call quality management with one stop call audit automation that reviews 100% of conversations

EngagelyAi Private Limited

Replace sampling-based post-call quality management with one stop call audit automation that reviews 100% of conversations
EngagelyAi Private Limited