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Overview
Call Criteria is a specialized AI-Powered Quality Assurance (QA) platform designed to automate call monitoring and agent evaluation in contact centers. While occasional communication issues may occur, its strength lies in its ability to audit complete interactions with objective accuracy.
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Starting Price
Custom
Call Criteria Specifications
Interactive Voice Response (IVR)
Call Recording
Call Monitoring
Call Reporting And Analytics
What Is Call Criteria?
Call Criteria is a managed service and software platform that replaces manual call auditing with a high-speed, AI-driven evaluation engine. It specializes in Speech Analytics and Agent Performance Tracking, allowing contact centers to move beyond auditing a mere 1-2% of calls to achieving 100% coverage. By analyzing tone, sentiment, and script adherence, Call Criteria provides objective scorecards that eliminate supervisor bias. The platform acts as a bridge between raw telephony data and actionable coaching, helping businesses in heavily regulated sectors—like healthcare, finance, and insurance—ensure every agent stays compliant and every customer receives a high-quality experience.
Call Criteria Pricing
Call Criteria Integrations
Who Is Call Criteria For?
Call Criteria is ideal for a wide range of industries and sectors, including:
- Financial services and lending
- Healthcare and medical Billing
- Insurance agencies
- Legal and debt collection firms
- Education enrollment centers
- High-volume outbound sales teams
- Home services and utilities
Is Call Criteria Right For You?
Call Criteria is the right fit if your management team is struggling to keep up with manual call evaluations or if you are concerned about Compliance Vulnerabilities. If you need to identify exactly why sales are dropping or where agents are deviating from scripts, Call Criteria’s Speech Analytics provides the granular visibility required to fix those leaks. For organizations looking to automate their quality control and provide agents with Instant Performance Feedback, Call Criteria is a premier industry solution.
Still unsure about Call Criteria features? Contact us at (661) 384-7070 for further guidance.
Call Criteria Features
This feature provides an automated capability that reviews all phone calls using high-speed processing. It delivers near real-time review turnarounds, automated transcriptions, and sentiment analysis to identify customer emotions. Additionally, it features sensitive data redaction to ensure all customer information remains secure and compliant.
This feature utilizes a fine-tuned Large Language Model specifically trained for your business to automate interaction summarization and insight generation. It provides scalable, consistent coaching recommendations by analyzing complex conversation nuances, allowing managers to identify key performance trends and actionable improvements across every agent interaction without manual review.
This specialized process guarantees the accuracy of evaluation results through continuous validation of both human and artificial intelligence reviewers. If a specific grading result is overturned, the system automatically inputs that data into calibration workflows to refine future scoring logic. This rigorous approach ensures that all performance metrics remain reliable, valid, and consistent across your entire contact center operation.
This dynamic interface provides instant visibility into organizational performance through over one hundred highly configurable modules. Hierarchical security protocols ensure team members access only role-specific data, while supervisors use streamlined tools to identify performance issues in just a few clicks. This centralized approach eliminates hours of manual research and discovery, facilitating rapid data-driven decision-making.
