100% call coverage
Every conversation is transcribed and monitored , not a sample. This is the foundation everything else builds on: scorecards, coaching and compliance flags are only as reliable as the share of calls behind them, and manual QA typically reviews a small fraction.
Moments tracking
QSAP detects the specific things that must, or must not, happen in a call, a mandatory disclosure, a verification step, a prohibited promise, an escalation trigger, across your entire call population, and tracks the KPIs that matter to your business.
Automated QA scoring
Your existing QA scorecard is encoded into the platform. Every call is then scored against it automatically, giving managers per-agent, per-team and per-queue visibility without waiting on a monthly QA cycle.
Multilingual analysis
QSAP is built for multilingual contact centres. A single deployment covers up to four languages at a time; customers who need broader coverage run additional deployments in parallel, and a language not yet on the list can be requested and added. See Article 4 for the full supported-language list.
Automated coaching
Coaching modules are assigned to teams and individual agents automatically, based on their performance evaluation, so agents receive coaching that matches the specific criteria they need to improve on.
Continuous reporting
Results are visualised in Power BI dashboards, giving managers a single-glance, always-current view instead of a periodic report.
Automatic call summarisation
QSAP writes the call note automatically, reducing the after-call administrative work that makes up a large share of agent handle time.
Real-time monitoring
Compliance issues can be flagged while a call is still happening, giving supervisors the chance to intervene, not just review the outcome afterwards.