Score Every Interaction. Coach Every Agent.
AI-powered quality assurance that analyzes 100% of customer interactions—not random 2% sampling. Automatic scoring, transcription, and coaching recommendations built right in.
No credit card required. Response within 1 business hour.
See Quality Management in Action
AI analyzes every interaction to surface coaching opportunities and ensure consistency.
100% Coverage. Zero Manual Scoring.
AI does the heavy lifting so your team can focus on what matters—developing agents.
AI Call Scoring
Every interaction scored automatically using customizable criteria. 100% coverage, not random 2% sampling.
Interaction Recording
100% call and screen recording with instant playback. Voice, chat, email—every channel captured.
Automated Transcription
AI-powered speech-to-text for every call. Search by keyword, phrase, or topic across all interactions.
Sentiment Analysis
Real-time and historical sentiment tracking. Identify at-risk customers and coaching moments automatically.
Agent Scorecards
Individual and team performance dashboards. Track improvement over time with detailed metrics and trends.
Coaching Workflows
Flag interactions for review, assign coaching tasks, track completion. Close the feedback loop automatically.
The Platform28 Difference
Traditional QA
- Manual scoring of 2-5% of calls
- Dedicated QA analysts required ($50K+/year)
- Days or weeks to identify issues
- Expensive add-on ($15-40/user/month)
- Separate system from contact center
Platform28
- AI scores 100% of interactions
- QA built into supervisor workflow
- Real-time issue detection
- Included in Professional tier
- Unified with your contact center
Benefits That Impact Your Bottom Line
Quality management done right drives real business results.
Reduce QA Labor by 80%
AI handles scoring so your team focuses on coaching, not listening to random calls.
Identify Issues in Real-Time
Catch problems as they happen, not days or weeks later from manual reviews.
Ensure Compliance Automatically
Every call analyzed for required disclosures, policy adherence, and regulatory requirements.
Accelerate Agent Development
Targeted coaching based on actual performance data, not random samples.
Improve Customer Satisfaction
Better-trained agents deliver better experiences. Track the correlation directly.
Prove Training ROI
Measure the impact of coaching investments with before/after performance data.
From Guesswork to Data-Driven Coaching
Traditional QA is broken. Listening to random calls and hoping you catch the problems isn't a strategy—it's a gamble. Platform28's AI-powered quality management changes everything.
With Platform28 Quality Management:
- Every interaction is analyzed, not just random samples
- AI identifies coaching opportunities automatically
- Transcripts are searchable across all interactions
- Sentiment trends reveal customer experience patterns
- Coaching workflows ensure follow-through
Quality Management works seamlessly with Workforce Management for complete workforce engagement.
See quality management in action
Get a personalized demo showing how AI quality scoring transforms agent performance.