Guide
AI contact center QA: a buyer’s guide
What to evaluate in automated call QA, and the questions that expose weak vendors.
Coming soonResources
Learn the modern contact center
Automated AI quality management — scoring, speech analytics and agent coaching for voice conversations — is available on the platform today. Written guides and explainers are in production alongside it.
Available on the platform today
Automated AI QA & coaching — live now
These are shipping capabilities of AI Quality Management, not roadmap items. Each links to the details.
Quality management
Contact center quality management
What contact center QA is — coverage, scorecards, calibration and coaching — and how PolyglotCX runs all of it automatically, on 100% of calls.
Available nowAI Quality Management
Automated AI quality assurance
Every call scored against your weighted scorecard automatically — 100% coverage, in any language, in under 90 seconds per call.
Available nowAI call scoring
Evidence-backed scoring
A per-criterion score with a direct transcript quote behind it, plus supervisor calibration kept side by side with the AI score.
Available nowAgent coaching
AI agent coaching & Coaching Hub
Every evaluation generates a coaching plan; the Coaching Hub turns those into programs, scheduled sessions and tracked, due-dated action items.
Available nowSpeech analytics
Speech & conversation analytics
Transcription, diarization, sentiment, topics and compliance analysis across every voice conversation — the input to scoring and coaching.
Available nowScreen Behaviour QA
Screen Behaviour QA
Vision AI scores how the agent actually worked the call — CRM vs idle vs distraction time, hold overuse, after-call work and 8 behaviour flags.
Available nowMultilingual
Multilingual & code-switching analytics
Auto language detection, native transcription of mixed-language speech such as Hinglish, and queue-scoped custom vocabulary.
Available nowGuides & explainers
In production
Deep-dive articles on the topics below. The capability exists today where it maps to a shipping feature — these are the written guides that are still on the way.
Guide
Contact center softphone guide
WebRTC, CTI, provider abstraction and what "browser-based" really means.
Coming soonGuide
What is a unified agent desktop?
Bringing voice, digital, context and AI assistance into one workspace.
Coming soonGuide
Amazon Connect softphone & QA guide
CTR events, S3 recordings, the CCP, and adding automated quality management.
Coming soonGuide
Genesys Cloud softphone & QA guide
AudioHook streaming, embeddables and layering AI QA on Genesys.
Coming soonExplainer
Contact center case management
Voice-to-ticket, workflows, SLAs and escalation.
Coming soonExplainer
Contact center CRM & Customer 360
Why service teams need an interaction-first customer record.
Coming soonWant one of these sooner, or a topic that isn’t listed? Tell us.
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