Every call, analysed.
Every agent, coached.
CloudZA's Smart Contact QA tool automatically scores 100% of your contact centre calls — not a random 5% — and delivers agent-level coaching insights within minutes of each interaction.
What changes when you review 100%
Most QA teams review 5% of calls.
The other 95% are guesswork.
Manual quality assurance doesn't scale. Your team samples a fraction of calls, scores inconsistently, and delivers feedback weeks after the moment that mattered.
Blind coverage
Manual QA can only sample a small fraction of calls — the rest go unreviewed and unscored, leaving compliance risk and coaching opportunities invisible.
Delayed feedback
Agent coaching based on a call from three weeks ago lands too late to change behaviour. By then, the interaction pattern has already repeated dozens of times.
Inconsistent scoring
Different analysts score the same call differently. Agents can't improve against a rubric that shifts based on who's reviewing that week.
The pipeline, end to end.
Contact Centre Calls
Live & recorded calls from your telephony platform
Smart Contact QA
AI transcription, rubric scoring & compliance checks
QuickSight / BI
Agent dashboards, trend analytics & manager reports
From call to coaching insight in minutes.
Call recordings ingested automatically
Pre-built connectors pull recordings from your telephony platform — Genesys, Amazon Connect, Asterisk, or SIP — the moment a call ends. No manual uploads, no batch delays.
AI transcription and rubric scoring
AWS Transcribe converts the call to text. Amazon Bedrock scores it against your custom quality rubric — compliance checkpoints, resolution criteria, tone markers — consistently, at scale.
Agent dashboard and manager report
Agents see their score, the specific moments that drove it, and coaching actions — within minutes. Managers get team-level trend reports and compliance flags requiring immediate attention.
Built for the full QA workflow.
100% call coverage
Every call scored, not sampled. Coverage gaps that let compliance breaches and coaching opportunities slip through are eliminated by design.
Custom rubric builder
Define your exact quality criteria — compliance checkpoints, resolution metrics, tone standards — and the tool scores to your standard, not a generic one.
Real-time compliance alerts
Potential regulatory breaches — missed disclosures, prohibited phrases, required consent language — are flagged immediately, not discovered in a weekly review.
Agent coaching dashboard
Each agent has a personalised view of their scores, the call moments that drove them, and specific coaching actions — visible within minutes of the call ending.
Trend analytics
Team-level quality scores over time, with drill-down by agent, queue, campaign, or rubric dimension. Measure coaching ROI and identify systemic training gaps.
CRM & CCaaS integrations
Pre-built connectors for Salesforce, Microsoft Dynamics, Genesys, Amazon Connect, and Asterisk. Setup is measured in days — your existing infrastructure stays in place.
Built on AWS. Your data stays where you need it.
Every component of Smart Contact QA runs in your AWS account in your chosen region. Transcription via AWS Transcribe, AI scoring via Amazon Bedrock, storage and processing on S3, Lambda, and ECS — all within a private VPC.
PII is redacted before any transcript reaches storage. Data minimisation, configurable retention policies, and SAML/OIDC identity are built in — not bolt-ons. POPIA, GDPR, and CCPA compliant by design.
What 100% coverage looks like in practice.
See a demo with your use case.
We'll walk through a live demo against a scenario from your contact centre — your call types, your rubric, your compliance requirements. No generic pitch.