Smarter quality management and agent performance monitoring
Move beyond spotty and subjective quality assurance. Qualtrics AI-powered quality management solution scores every interaction in real-time so you know how every agent is doing, and every lever to pull to improve the experience for your customers, while reducing operational costs.
The world’s best brands turn to Qualtrics to
deliver breakthrough customer experiences
100% scoring on
every channel
Old-school call sampling only shows you a snapshot of what’s happening — our platform shows you everything. Every call, mention, post, chat, text, or any other interaction is automatically analyzed and scored. In over 20 languages.
And because there’s no need to listen in to calls, or manually sift through chat logs, you’ll save time and money while ensuring a better experience for your customers.
Elevate service quality and agent performance –
all while reducing the cost to serve
Intelligent, objective scoring tailored to
your business
Tell our software what high-quality customer service looks like for your business and then let it do its thing. Qualtrics uses AI and natural language processing to analyze everything from agent knowledge and empathy to script compliance and customer sentiment with an out-of-the-box, customizable scorecard builder. The result? Objective, transparent scoring that benefits both your agents and your customers.
Know exactly where your agents can improve
Help your agents grow in their careers and deliver better, more effective service to your customer. With personalized dashboards for agents and managers, Qualtrics curates tailored coaching recommendations and surfaces the traits and behaviors behind your best agents, so you can raise everyone’s game.
Get the best of human and machine
Combine the power of AI with easy-to-use survey tools to create a holistic understanding of agent and team performance. Our solution brings together automated scores, post-interactions customer surveys, and quality analyst assessments
all in one place.
Take your contact center to the next level with automated quality management
Take the risk out of compliance management
Qualtrics works in the background 24/7, poring over every word of every interaction. So when a call breaks protocols or strays the wrong side of any regulations, it immediately spots it and triggers an alert to notify the right people. With Qualtrics, you can automate compliance management and mitigate risk by flagging behaviors and topics in real-time and triggering alerts and actions with the right people.
Loved by analysts. Adored by customers.
Qualtrics has been named a leader by Gartner. And our customers are pretty happy too…
