Available Now · Flagship product

AI contact center QA & quality management

Automated quality assurance for 100% of calls, in any language. An eight-stage pipeline turns every call into a transcript, an evidence-backed QA score, four summaries, a CRM ticket and a coaching plan — plus vision-based screen-behaviour analytics and a rule engine.

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100%
of calls QA-evaluated
vs the 1–3% industry norm
<90s
to process a 5-minute call
end-to-end
20→2
minutes per QA review
a 90% reduction
40+
languages auto-detected
including code-switching
The pipeline

Eight stages that turn audio into action

Every call — from any source, in any language — flows through the same intelligence pipeline and lands as structured, evidence-backed output your team can act on immediately.

Stage 1 · Transcription
Whisper-class ASR with word-level timestamps, confidence scores and voice-activity detection. Auto-detects 40+ languages and handles code-switching natively.
faster-whisperVADhotwords
Stage 2 · Diarization
Optional speaker separation assigns every segment to the right voice — agent, customer or third party — for clean attribution downstream.
pyannote 3.1flag-gated
Stage 3 · PII Redaction
Cards (Luhn-validated), national IDs, phones, emails and birthdates are blanked before any AI model sees the transcript. Full audit trail of every redaction.
pre-LLMaudit log
Stage 4 · Summarisation ×4
Four parallel summaries, each written for its reader: structured CRM fields, a customer recap, supervisor coaching cues and a severity-ranked compliance audit.
4 parallel chainsprompt caching
Stage 5 · Grounding
Every factual claim in every summary is mapped back to the exact transcript segment and timestamp that supports it. Verifiable summaries, not hallucinated ones.
claim→quotetimestamps
Stage 6 · Voice-to-Ticket
A complete CRM ticket from the conversation itself: priority, category, subject, narrative, action items and customer sentiment — ready to publish to your CRM.
P1–P4sentimentaction items
Stage 7 · QM Evaluation
Weighted scorecard evaluation with guaranteed structured output. Per-criterion score, justification and direct evidence quote. Supervisors calibrate; both scores are kept.
0–100 weightedcalibration
Stage 7b · Rule Engine
Your policy, automated: auto-approve strong calls, flag borderline ones, escalate compliance failures, notify the right people — all logged for audit.
AND/OR logicpriority order
Stage 8 · Publisher
Structured results stream to Kafka for your CRM, BI warehouse and alerting systems — making PolyglotCX a data source, not a data silo.
Kafka/RedpandaJSON events
Capabilities

One platform. Five superpowers.

01 · Evidence-backed AI call scoring
Every score comes with receipts

PolyglotCX evaluates every call against your weighted scorecard and quotes the exact transcript line behind every score. Supervisors calibrate when they disagree — and the rule engine auto-approves, flags or escalates evaluations the moment they land.

Evidence-backed scoring — justification plus a direct quote per criterion
Channel-aware scorecards for human agents, AI bots and IVR flows
Rule engine — auto-approve · flag · escalate · notify
Opening & Greeting9/10
Communication Skills8/10
Knowledge Accuracy7/10
Resolution Effectiveness6/10
Compliance Adherence10/10
Total · weighted87/100 → auto-approved
Screen Behaviour Score78 · Proficient
CRM 46%Knowledge 18%Call Mgmt 14%Idle 12%Distraction 10%
Behaviour flagsdistraction_detected
02 · Screen Behaviour QA
The first QA tool that can see the screen

Voice tells half the story. Upload the agent screen recording and vision AI reconstructs how the call was actually worked — CRM time, knowledge-base lookups, idle gaps, hold overuse, even sensitive data left on screen.

0–100 behaviour score with time distribution across activities
8 behaviour flags — from crm_never_opened to sensitive_data_exposed
Frame-by-frame timeline with coaching observations per moment
03 · Multilingual ASR + Custom Vocabulary
Built for the way the world actually talks

Most ASR engines fall apart when a customer switches language mid-sentence. PolyglotCX detects languages automatically, handles code-switching natively, and learns your product names, acronyms and competitor terms through queue-scoped custom vocabulary.

Auto language detection — word-level timestamps and confidence
PII redacted before any AI call — cards, IDs, phones, emails, DOBs
Custom vocabulary scoped global → customer → queue
AGTThank you for calling. How may I help you today?
CUSHaan, mera broadband plan upgrade karna hai — the FibreMax 500 one.
AGTSure. Can I confirm the card ending [CARD ****] and your number [PHONE ****]?
lang: en+hi · custom vocab matched · 2 PII events redacted
Program · Empathy Excellence Q3active
Priya R. — avg score 64needs coaching
AI-seeded session · from eval #4821Strength: warm greeting, clear ownership
Development: interrupting during objections
→ Priority: complete “active listening” module by Fri
04 · Coaching Hub
From AI insight to a closed coaching loop

Every evaluation generates a coaching plan. The Coaching Hub turns those plans into structured programs, scheduled sessions and trackable action items — and flags agents who need attention before performance becomes a problem.

One-click sessions seeded from any evaluation’s coaching plan
Action items with due dates — open, in progress, done
Needs-coaching radar — low scores and open items surface automatically
05 · Multi-tenant, enterprise-grade
Run one platform. Serve every business unit.

PolyglotCX is multi-tenant from the ground up — strict data isolation per organisation, per-customer token quotas and billing, BYOK API keys encrypted at rest, and role-based access from agent to platform sysadmin.

Hard tenant isolation — cross-customer access blocked at the API layer
Token quotas & cost tracking per customer, per month, per call
BYOK — customers bring their own AI keys, encrypted at rest
Acme InsuranceProfessional · 38% used
TeleSouth BPOStandard · 84% used
GovServe SGEnterprise · BYOK
Cross-tenant data leaks0 · enforced at API
ROI calculator

See what manual QA is really costing you

Your contact center

Drag the sliders — savings update live.

Calls reviewed today (3%)300
Calls reviewed with PolyglotCX10,000
Est. annual QA cost saved$134,000
Coverage increase33×

Assumes analysts shift from scoring calls (~20 min each) to calibrating AI evaluations (~2 min), freeing ~80% of QA capacity. Indicative only — get a tailored model in your demo.

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Beyond the pipeline

The workspaces your team lives in

Screen Behaviour QA
Score how an agent actually worked the call from a desktop recording — CRM vs idle vs distraction time, hold overuse, after-call work and 8 behaviour flags, with a coaching timeline.
Coaching Hub
Turn AI coaching plans into structured programs, enrollments, sessions and due-dated action items. The needs-coaching radar flags low scorers automatically.
Agent & Queue Management
Queue-scoped supervision, agent profiles with per-criterion radar charts and evaluation history, and support for human, AI-bot and IVR "agents".
Admin Analytics
Pipeline health, compliance pass rates, language and sentiment distribution, agent leaderboards and score distributions — filterable by queue, live over WebSocket.
Custom Vocabulary
Teach the ASR your product names, acronyms and competitor terms. Phrases resolve global → customer → queue and apply at transcription time plus post-ASR correction.
Multi-Tenant Console
Onboard customers in minutes. Licenses, seat counts, token quotas with per-customer overrides, BYOK key management and per-tenant AI model configuration.
Trust & security

Engineered for regulated environments

PII never reaches the LLM
Cards, IDs, phones, emails and birthdates are detected and blanked before any AI call — with a full redaction audit trail.
Keys encrypted at rest
BYOK API keys are stored with symmetric encryption and never returned by the API — only a configured flag and prefix.
Verified ingestion
HMAC-SHA256 signature verification on streaming sources; content-hash dedup makes every retry safe.
Role-based access
Sysadmin, admin and supervisor roles with queue-level scoping. Cross-tenant requests return 403 — enforced at the API.
Short-lived sessions
8-hour token TTL with server-side invalidation on logout, and case-insensitive login.
Everything is logged
Rule triggers, redactions, calibrations and token usage are all auditable — per call, per customer, per month.
Common questions

AI Quality Management, in short

Every score carries evidence: a justification plus a direct transcript quote per criterion. Supervisors can calibrate any score, and both the AI score and the calibrated score are kept side by side.

Language is auto-detected per call and mixed-language speech is transcribed natively. Custom vocabulary — product names, acronyms, competitor terms — is scoped per queue or organisation and applied at transcription time and as post-ASR correction.

Upload an agent screen recording and vision AI scores how the call was actually worked: CRM vs idle vs distraction time, hold overuse, after-call work duration and eight behaviour flags, with a frame-by-frame coaching timeline.

Nine ingestion paths — Amazon Connect CTR + S3, Genesys AudioHook, Twilio callbacks, SIPREC, Kafka/Kinesis, S3 and directory watchers, REST and WebSocket. Every source is validated, deduplicated by content hash and processed identically.

A typical 5-minute call processes end-to-end in under 90 seconds. A new organisation is onboarded in under 5 minutes and most telephony integrations connect within a day.

Two minutes. One call. Full intelligence.

Watch the pipeline run on your own recording in a live demo.

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