Quality Management

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.
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See Quality Management in Action

AI analyzes every interaction to surface coaching opportunities and ensure consistency.

How AI Quality Scoring Works

Every call is automatically transcribed, analyzed, and scored—no manual review required.

AI Quality Scoring

graph LR
    A[Call Recording] --> B[Transcription]
    B --> C[AI Analysis]
    C --> D[Sentiment Score]
    C --> E[Compliance Check]
    C --> F[Script Adherence]
    D --> G[Overall Score]
    E --> G
    F --> G
    G --> H{Score < 70?}
    H -->|Yes| I[Flag for Review]
    H -->|No| J[Auto-Approve]
    I --> K[Coaching Session]

AI scores 100% of calls automatically

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. Part of our CCaaS platform.

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.

Platform28 provides an enterprise contact center platform used by commercial organizations and large public-sector agencies, including state human services programs similar to Georgia DHS. These environments handle complex workflows, seasonal call spikes, and strict security requirements. By building Platform28 for these demanding scenarios, we deliver a platform that also works exceptionally well for enterprise customer support teams and other regulated industries.

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 for your contact center platform.

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. Combined with intelligent routing, you get full visibility into agent performance.

Deep dive: Why 98% of government contact center calls go unreviewed →

100% Interactions analyzed
<1 min Time to transcribe
$0 Extra for Professional+

Related Resources

Learn more about contact center quality and AI-powered solutions.

What is CCaaS? Complete Guide Understand cloud contact center as a service and why quality management is built in. Analytics & Insights Turn quality scores into actionable dashboards and performance trends. Automatic Call Distribution Route calls to the right agents, then measure their quality automatically. AI Call Scoring for Government Why 98% of government contact center calls go unreviewed—and how to fix it. Government Contact Centers FedRAMP, SOC 2, and quality assurance for state and federal agencies. Omnichannel Agent Desktop Quality scoring across voice, chat, email, and SMS in one unified view.

See quality management in action

Get a personalized demo showing how AI quality scoring transforms agent performance.

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