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The Menu

Features carefully prepared by our chef de cuisine, Klaus, for immaculate quality management and coaching experience.

AI-powered Quality Assurance

  • Sentiment analysis based on natural language processing
  • Complexity filter built on machine learning
  • Unlimited conversation reviews, including peer and self review
  • Interactive data visualizations
  • Dynamic scorecards with adjustable weights
  • Automated review assignments
  • Auto-fail grading criteria
  • Robust filtering options
  • Daily, weekly or monthly review goals
  • Multiple rating scales per conversation
  • Root cause analysis
  • Grading calibration
  • Browser extension to review conversation anywhere
  • Slack integration
  • Webhooks for immediate notification of critical fails

Performance Management and Coaching

  • Pins for coaching
  • Quizzes
  • Internal Quality Score KPI
  • Agent access and dashboard
  • Comparing workspaces
  • Dashboards for spotting trends and measuring performance
  • Reports for comparing agents, teams, BPOs

Integrations and Data Management

  • 16 integrations with CRMs and help desks
  • Data warehouse integrations
  • On-request integration development
  • Easy API
  • CSV export
  • Dedicated customer success manager

Klaus’ security specials include:

  • SOC 2 Certification
  • OAuth
  • SAML Single Sign-On (SSO)

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Klaus chef

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Frequently Asked Questions

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