Delivered a platform experience giving contact centers 100% visibility into customer interactions to drive compliance, sales, CX, and operational insights.

Manual QA covered <5% of calls, missing thousands of high-risk or high-opportunity interactions.

Lack of centralized coach and QA workflows led to inconsistent outcomes.

Designed end-to-end workflows connecting QA, coaching, and insight reporting with contextual UI.

Surfaced interaction-level data and team trends at key decision points.

Scaled QA & coaching coverage to full conversation sets.

Reduced compliance risk and improved agent performance metrics.