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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.

Evaluation Tools

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.

File Uploading
Let agents listen to phone calls or read chat dialogues by uploading files to the evaluations.

Electronic feedback

Save time with the electronic feedback feature.

Feedback flows
Three different feedback flows to ensure your coaching session will be done.

Reporting & Analytics

Quality Report

Get a complete view of your team’s quality performance with the Quality Index Report. This all-in-one report brings together quality scores, error tracking, and performance comparisons in a single, dynamic dashboard. Analyze results by supervisor, agent, or group—filter by time period, view critical and recurring errors, and compare trends year over year. With interactive charts, visual alerts, and a built-in top 10 ranking, you’ll uncover insights that drive continuous improvement and recognize high performers with confidence.

Evaluations Report

Gain full visibility into your QA performance with the Evaluations Report. This feature lets you analyze completed evaluations, signed feedback, disputes, and agent engagement—all in one place. With powerful filters, dynamic tables, and interactive charts, you can drill down by date, channel, operation, and more. Identify top-performing agents, monitor disputes, and track goal completion with actionable insights designed to boost team performance and transparency.

Productivity report

Track your team’s performance at a glance with the Productivity Report.
This feature consolidates key evaluation metrics—like total evaluations, goal achievement, average evaluation time, and contact duration—so you can monitor QA , supervisor, and manager productivity in real time. Interactive charts and filters make it easy to drill down by channel, date, and role, helping you identify trends, set targets, and improve overall QA efficiency.

AI-Powered Features 🪄

Automatic evaluation

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.

Copilot
Let CYF Copilot handle the heavy lifting in your quality monitoring. It uses advanced AI to analyze calls and automatically generate a detailed summary of the interaction—including protocol compliance, problem resolution, and other key points. The summary appears directly in the evaluation form, so you can complete assessments faster and more accurately. All processing is done securely on CYF servers to ensure data privacy. Save time, increase precision, and streamline your QA process with CYF Copilot.

More features

Audit

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

Calibration

Save time with the electronic feedback feature.

Integrations

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

Screen recording

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

Secret view of the agents’ screen

See the agents’ screen in real time, discreetly.

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

Integrations

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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LITE

Unlimited

5 years

by ticket and email

up to 5 GB included

by e-mail

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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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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

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