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Automate QA without the guesswork.
Automated Scoring analyses 100% of your voice interactions based on the criteria that matter most, from empathy and compliance to product knowledge. With customisable scorecards and real-time flagging, you get a complete view of performance without the manual effort.
Key features:
- Customisable scorecards aligned to your goals
- Full conversation coverage – no random sampling
- Auto-flagging of calls that fall below standard
Meaningful reviews where they matter most.
Manual QA gives you the flexibility to take a closer look at key conversations – whether flagged by automation or chosen at random. Use structured forms to assess calls, leave contextual feedback, and share coaching points with agents.
Key features:
- Tailored QA forms aligned to your goals
- In-line comments and coaching suggestions
- Scoring calibration tools for consistency
- Simple agent feedback sharing
Explore the full Conversational Intelligence solution.
Unlock valuable insights from every customer conversation. With Conversational Intelligence, you can reduce handling times, boost agent performance, and uncover what’s really driving customer satisfaction, all powered by AI.
Natural Language Processing (NLP)
Uncover insights effortlessly.
Puzzel Conversational Analytics uses NLP to unlock the full value of every conversation. Through machine learning techniques like classification and sentiment analysis, NLP interprets data from the ASR engine, delivering actionable insights that enhance call handling and service quality.
Automated Speech Recognition (ASR)
Turn speech into text.
Puzzel’s proprietary ASR technology turns spoken language into accurate, readable text. This essential technology powers a suite of tools that extract insights from every conversation, driving smarter decision-making and more efficient call handling.
Generative AI
AI-powered insights.
Generative AI quickly summarises customer conversations, highlighting key trends, issues, and opportunities. By automatically identifying areas for improvement, it empowers agents to optimise interactions, boost performance, and drive both customer satisfaction and operational efficiency.
Get more value with Puzzel’s complete Ecosystem.
Puzzel Conversational Intelligence is part of the Puzzel CX ecosystem—an all-in-one solution designed to optimise every aspect of your contact centre. From AI-powered analytics to seamless omnichannel support, Puzzel empowers your team to elevate customer experiences and drive operational efficiency.
See Puzzel's Quality Management in action.
Yes, I’d like to elevate my conversations with Quality Management.
