Conversation Intelligence, QA & Coaching Analytics
These platforms don't talk to customers at all - instead they listen to and analyse every conversation (call, chat, or email) after the fact, or in real time, to surface sentiment trends, compliance and script-adherence issues, agent performance scores, and root-cause themes behind recurring complaints. Many now use generative AI to auto-score 100% of interactions against a quality rubric (replacing manual QA sampling of 1-2%) and to generate coaching notes for managers to deliver to agents. This category is aimed at contact centre leaders and QA/training teams who care about consistency, compliance, and coaching at scale rather than automating the conversation itself, and it is commonly layered on top of whichever helpdesk or telephony system a company already runs.
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