Why ReflexAI
for contact center QA?
AI-powered quality assurance
Traditional QA methods only review a small fraction of interactions. ReflexAI automates the process, analyzing every conversation for key performance indicators, compliance adherence, and service quality, providing consistent, objective scoring and actionable insights.
Scalable, data-driven feedback
ReflexAI’s analytics enable managers to deliver structured, timely coaching. Assure highlights trends, identifies skill gaps, and helps supervisors provide targeted feedback to improve first-call resolution and overall agent performance.
Training that adapts to contact center needs
Assure can be tailored to align with brand voice, compliance regulations, and service excellence standards—whether monitoring voice calls, emails, or chat interactions.
Comprehensive evaluation criteria
Assure assesses multiple key areas, including:
- Compliance & policy adherence – Ensuring agents follow legal and company-specific guidelines.
- Empathy & tone – Measuring professionalism, warmth, and customer engagement.
- Problem resolution – Evaluating accuracy and effectiveness in addressing customer needs.
- Efficiency & call handling – Tracking response times, resolution rates, and adherence to best practices.
- Escalation & next steps – Identifying when handoffs are needed and ensuring follow-ups are handled correctly.
Designed for
contact center success
Comprehensive QA for support teams
For companies focused on delivering exceptional customer service, ReflexAI automates scoring and feedback, ensuring every agent interaction meets quality standards.
Ongoing coaching & skill development
Continuous improvement is key to contact center success. ReflexAI provides data-backed coaching that helps agents refine communication techniques, improve problem resolution, and enhance customer experience.
How it works
Analyze every interaction
Assure evaluates 100% of customer interactions, providing AI-driven insights into compliance, sentiment, and resolution effectiveness.
Receive timely, actionable feedback
AI-driven scoring helps managers provide structured coaching, improving agent performance and ensuring consistent service delivery.
Track trends & optimize performance
Contact center leaders gain visibility into agent effectiveness, customer sentiment, and service trends, enabling proactive improvements and higher customer satisfaction rates.
Who uses ReflexAI for contact center QA?
Customer support teams & organizations
Ensure high-quality interactions with automated, AI-powered QA.
Contact center leaders & operations teams
Track performance trends, improve service consistency, and optimize workflows.
Compliance & training teams
Standardize QA efforts and deliver data-driven coaching for service excellence.
Improve service quality through better QA
With ReflexAI’s Assure, contact centers can ensure that every customer interaction meets the highest standards. AI-driven quality assurance and coaching help teams reduce escalations, improve resolution rates, and create exceptional customer experiences.