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Go beyond scoring with AI-powered insights that uncover root causes and recommend targeted coaching to help every agent perform at their best.
Identify quality, compliance, and coaching needs early to help prevent recurring issues from affecting customer and business outcomes.
Turn every evaluation into actionable insights that strengthen customer retention, uncover revenue opportunities, and improve overall contact center performance.
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A dedicated AI Agent uses LLM reasoning to evaluate conversations against your evaluation forms and knowledge base, delivering accurate, explainable evaluations at scale.
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Combine AI Agent, automated, and human evaluations within a single evaluation form, allowing each criterion to be assessed using the most appropriate method.
Identify what top-performing agents do differently and turn those insights into targeted training and coaching opportunities.
Enable agent appeals and calibration workflows allowing human evaluators to review AI-assisted evaluations and make the final decision in compliance-critical scenarios.
Automatically assign evaluations using configurable rules to ensure fair sampling, balance evaluator workloads, and maintain a reliable quality management process.
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Support built to hold up in production, not just in a sales demo.
Built on 25+ years of proprietary conversational technology, our Speech Recognition can be fine-tuned on your own data to provide a reliable foundation for accurate conversation evaluation.
Evaluate every voice, chat, and video interaction to uncover trends, ensure consistent quality, and eliminate blind spots.
Every AI evaluation is transparent, explainable, and backed by human review workflows, giving organizations confidence in every quality decision.
Adapt evaluation forms, workflows, scoring logic, and AI behavior to fit your quality standards, compliance requirements, and business processes.
Support regulatory and internal compliance with configurable evaluation policies, auditable AI decisions, and human oversight for sensitive or high-impact evaluations.
Connect AQM with Analytics, Coaching, and the broader SESTEK Agentic CX Suite through a unified Conversation Intelligence platform.
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