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Reduce 90% of call monitoring time with AI-powered quality management

Identify opportunities to improve agent performance and empower supervisors to spend time on personalized agent coaching rather than evaluations.

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Upskill your agents with customizable agent-level dashboards

Always gain complete visibility into the performance of individual agents. Monitor quality scores and compliance misses, and identify key improvement areas with real-time actionable insights.

Leverage AI+ to ensure quality and brand compliance

Auto-create and configure parameters for quality scoring without external support. Access existing models and forge new parameters seamlessly. Empower users with unmatched control to craft and adjust AI scoring.

Assess agent performance with automated scoring

Score your daily conversations based on 30+ quality- and compliance-related parameters, such as opening/closing quality, introduction, active listening, empathy and more, with the power of Sprinklr AI, which can also provide reasoning behind the scores.

Turn all your agents into A-players

Identify strengths and areas of improvement for every agent in your team. Assign Sprinklr's recommended learning content by integrating your knowledge base or learning management system to help upskill them.

Monitor real-time agent progress effortlessly

Go beyond scoring. Schedule individual training sessions with your agents to deliver timely feedback and gain actionable insights to create an effective performance improvement plan.

Reduce operational costs with AI-assisted quality assurance

Combine the power of AI and human intelligence on Sprinklr’s AI-powered platform to automate your quality management process.

Eliminate guesswork and sample with AI assistance

Sample cases based on your desired AI-driven rules so you can identify even the most elusive red flags and prioritize critical cases.

Customize audit forms as per your unique needs

Refine your QA evaluation forms with a simple and intuitive interface. Customize form questions and scoring logic to adapt to evolving business needs.

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Improve evaluations with accurate audit calibration

Calibrate your audits to align quality managers on scoring issues and empower your agents to dispute manual quality evaluations and reporting capabilities.

Evaluate conversations 5x faster with unified case analytics

Save time and simplify support operations by bringing together AI-based scoring, real-time voice call transcripts, a timeline of key moments and more into a single, easy-to-scan window.

Get a 360° view of all customer conversations

Get insights into case summaries and important information about any conversation instantly with Sprinklr’s simple and intuitive case analytics interface.

Transcribe voice calls in real time

Reduce evaluation time with accurate, real-time transcription and call analysis in 20+ languages. Use AI-powered indicators to detect clamor and high-pitches in customer and agent dialogue.

Uncover sentiment, intent and CSAT trends

Understand your customer’s intent, sentiments and shifts in CSAT scores in real time. Use this intel to help customers in the best way possible and create happier customer experiences.