AI-powered Quality Assurance by SoftBCom

100% control of voice communication

It is impossible for people to control all conversations

We offer automation and freedom from routine

You can customize the evaluation parameters

You can quickly identify and amend weak points

The last word always remains with an entitled supervisor

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Control of conversations quality

Solid
Fully automatic
Online (recording of calls is not required)

Reviews

Multiple criteria
Weighted resulting value
Master dialogs as comparative reference values
Possibility of manual verification based on transcriptions

Quality reports

Filters, creation of samples for analysis
Context search in transcriptions
Defining targets for manual review analyses

The supervisor receives quality reports in which he can set filters to select targets for the manual verification analysis.

Dashboards

Trends by individual employee
Trends by department
Trends by topic
Training recommendations

Independence

Use of SoftBCom QA is independent of the contact center platform
No integration needed
Call recording is not required
Works with any softphone/webphone models

Flexibility and modularity

The system can be used:
- In the cloud (with the improved anonymizer)
- In a private cloud / on-site
Interchangeable modules

The most important functional modules of the system (ASR, LLM, anonymizer, etc.) are interchangeable and can be replaced in the course of technological development.