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Rated 4.8 out of 5 stars on G2.

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What is a Call center Quality Assurance Software?

The Call Center Quality Assurance Software is used to evaluate interactions between a customer and an agent in call centers.

With this software, you create one or several QA scorecards and will start to evaluate the customer service with those scorecards you created, thus generating a quality score for the agent and his observations about the service. This note, along with your observations and a final comment with actions and/or recommendations, is called feedback.

Features

Highly customizable forms.

Count on nine types of items to customize your form, however you imagine it.

Contestations.

Facilitate the management of contestations between agents and monitors.

Calibration.

Ensure consistency and standard in evaluations with the calibration process between monitors.

Automated reports.

Speed up data analysis and generation of insights, leaving aside the manual and time-consuming process of spreadsheets.

Audit.

Ensure third-party processes are being performed correctly with the audit function.

Electronic feedback.

Save time with the electronic feedback feature.

Integrations.

Increase your team’s productivity by integrating services and users with CYF Quality.

Secret view of the agents’ screen.

See the agents’ screen in real time, discreetly.

Screen recording.

Record the screen of all services and go beyond just basic service analysis.

Artificial intelligence 🪄

Automatic evaluation with Artificial Intelligence.

Leave the repetitive work of filling out the quality form to artificial intelligence and leave the important work of analyzing data and generating insights to monitors.

Unproductive time.

Analyze agents’ unproductive time to take corrective actions.

Sentiment analysis.

Understand customers’ feelings for reasons of contacts, operations, teams, agents and services.

Business insights.

Get views that go beyond quality monitoring for your company, generate valuable business insights depending on your type of service.

Users Around The World

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Recognized and loved by users

4.8 out of 5 stars on G2.com

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Plans

Plans for a minimum of 25 users

Users in CYF Quality considered those who carry out evaluations, generally monitors and supervisors,

and also those who are evaluated, as agents.


Features

Evaluations

Evaluation history

Support

Attach files to the evaluations

Electronic feedback

Auditing

Calibration

Behavioral evaluation

Data API ⓘ

Secret view of the agents' screen ⓘ

Screen and/or voice recording of contacts ⓘ

Full-time recording of the agents' screen ⓘ

FREE

Up to 100 evaluations per month ⓘ

90 days

by forum

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Request your CYF Free

Starter

Unlimited

5 years

by ticket, e-mail, chat and telephone

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Talk to sales

LITE

Unlimited

5 years

by ticket and email

up to 5 GB included

by e-mail

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Talk to sales

PRO

Unlimited

5 years

by ticket, email and chat

up to 10 GB included


by pop-up

For agents working locally

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Talk to sales

PREMIUM

Unlimited

5 years

by ticket, e-mail, chat and telephone

up to 20 GB included

by pop-up

For agents working locally and from home

Talk to sales

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