Product

About the my.SQM Auto QA

my.SQM Auto QA is an advanced, AI-driven quality assurance solution designed specifically for contact centers. It automates the evaluation of 100% of customer interactions (voice, chat, email) using speech and text analytics. The platform identifies key moments in conversations, evaluates agent adherence to processes, measures customer sentiment, and flags interactions for further review without manual intervention. Key features include intelligent scoring, root cause analysis, automated coaching insights, compliance monitoring, and comprehensive reporting. my.SQM Auto QA aims to significantly reduce the time and cost associated with manual QA, provide unbiased and consistent feedback, and deliver actionable insights at scale to improve agent performance and enhance the overall customer experience. It integrates with existing contact center systems to provide a seamless workflow.