Observability Platform
Centralize KPIs, QA performance, and VoC insights in one unified dashboard. Real-time alerts and automated actions transform quality assurance and customer feedback into actionable intelligence.
Intelligence Funnel
Refining Data into Actionable Insights
Customer
The funnel analyzes customer interactions to detect sentiment, track satisfaction patterns, and identify pain points. Every conversation is transcribed, categorized, and measured for emotional tone and resolution quality.
Human Agent
The funnel monitors agent performance, tracks process adherence, and measures quality metrics. It identifies coaching opportunities, flags compliance issues, and analyzes response patterns to optimize agent effectiveness.
AI Agent
The funnel evaluates AI responses for accuracy, brand safety, and compliance. It monitors sentiment impact, tracks process violations, and measures performance metrics to ensure AI agents deliver reliable, compliant interactions.
How Layers Enrich Interactions
Each layer transforms raw interactions into actionable intelligence. Starting with transcription, data flows through sentiment analysis, knowledge enrichment, and automated metrics—creating a comprehensive view that enables proactive quality assurance, real-time issue detection, and continuous performance optimization. The result is a self-improving system that gets smarter with every interaction.
Transcription
Converts every voice interaction into searchable, analyzable text. Unlocks insights from 100% of conversations, making your entire voice data accessible for analysis, compliance, and training—not just the small sample you manually review.
AI Sentiment & Tagging
Instantly understands customer emotions and automatically categorizes every interaction. Identifies frustrated customers before they churn, detects trending issues in real-time, and routes critical cases to the right team—all without manual tagging.
AI Metrics
Transforms unstructured qualitative data into brand new, actionable, and quantitative metrics. Creates custom KPIs that didn't exist before—measuring empathy, problem complexity, and solution effectiveness. Turns qualitative insights into measurable business intelligence.
Knowledge Base Context
Enriches data with relevant knowledge base articles and contextual information to make AI Process work like a human analyst with full context. Provides the background information needed for intelligent analysis, ensuring AI can understand nuances and make informed decisions.
AI Process
Automatically detects process violations, compliance gaps, and workflow inefficiencies. Identifies when agents skip required steps, catches regulatory issues before they escalate, and surfaces opportunities to streamline operations at scale.
Human in the Loop
Validates AI decisions and ensures quality with human oversight directly in your CRM. Review flagged interactions, correct AI mistakes, and train the system—all without leaving your workflow. Chrome extension integration means zero context switching.
Coaching
Delivers personalized, data-driven coaching to every agent. AI identifies specific improvement opportunities for each team member, suggests actionable feedback, and tracks progress over time. Transforms performance reviews from annual events to continuous improvement.
Observability
Unifies all operational data into a single source of truth. See KPIs, alerts, and trends from every system in one dashboard. Set custom alerts that trigger actions automatically, and never miss a critical issue. Real-time visibility across your entire operation.
Ready to enrich your customer interactions?
See how Observability can transform your QA and VoC programs with intelligent layers.