Vocalcom Quality

Vocalcom Quality is a contact center QA solution that helps supervisors evaluate agent-customer interactions across voice, email, and social media. A built-in AI engine flags potential compliance issues or negative sentiment. Supervisors can review flagged interactions in a prioritized queue, applying a scorecard. Vocalcom’s training portal suggests courses based on repeated agent weaknesses. By merging multi-channel monitoring, AI-driven alerts, and integrated training suggestions, Vocalcom Quality suits centers wanting a comprehensive approach to agent improvement and compliance adherence.