Every call. Scored. Coached. Improved.
AI-Powered Call Center QA & Coaching Software
Call Coach IQ automatically transcribes, scores, and generates personalized coaching feedback for every agent interaction — in under 90 seconds. Automated call quality monitoring that covers 100% of calls, not just 5%. No manual QA reviews. No missed opportunities.
Real-time Dashboard
Live agent status, queue health, KPI snapshots — refreshed every 5 seconds.
Live On The Platform
0
minutes of audio analyzed
Across every customer conversation our customers have run through the platform.
0
calls scored & coached
Every call gets a transcript, a score, and personalized coaching tips — automatically.
Counts updated just now from real platform usage. PII is redacted before any audio is stored.
The Problem
5%1
of calls get manually reviewed
The other 95% are invisible to managers.
47%2
of agents feel scoring is unfair
Inconsistent manual reviews erode trust.
20–30%3
scoring variance between QA reviewers
Different supervisors score the same call 20–30% apart on average.
How It Works
From call to coaching in 90 seconds
01
Call Arrives
Audio is automatically pulled from your call platform via API or direct upload.
02
AI Analyzes
AI transcribes, summarizes, classifies, checks compliance, and detects churn risk.
03
Score Generated
The call is scored against your custom QA rubric — consistent, automated call scoring with no reviewer variance. PII is redacted before anything is stored.
04
Coaching Delivered
Personalized coaching tips are generated and surfaced to the agent and manager immediately.
05
Business Insights
Churn risk scoring, customer journey tracking, sentiment trends, CSAT prediction, and sales intelligence — surfaced automatically from every call.
Differentiators
Three things no other platform has
Agent Score Disputes
Agents can formally challenge any AI score directly from the call page. Managers review, respond, and resolve — every dispute is tracked with full history. Fair scoring means agents actually trust the system.
Ask Your Data
Type any question in plain English and search across your call corpus. "Why are customers mentioning RingCentral?" — answered in seconds. No keyword setup, no analyst, no pre-defined topics required.
Closed-Loop Coaching
When the AI auto-triggers coaching from a low rubric score, the agent must explicitly acknowledge it — pending items stay visible until they do. Real proof that feedback was received, not just sent.
Agentic Workforce
Every call is processed by a coordinated team of specialized AI agents — each with a distinct role, all orchestrated in parallel to deliver results in seconds.
Transcription
Central orchestrating agent
Context
Feeds company settings & rubrics to Transcription, Scoring Rubric, and Coaching Tips
Call Coach IQ
The final output — complete insights & coaching delivered in seconds
Coaching That Scales With Your Team
Most contact centers manually review 5% of calls. Call Coach IQ coaches the other 95% — automatically, consistently, and tied to the exact moments that hurt the score.
Auto-Coaching, On Trigger
When a call falls below your “needs coaching” threshold, the AI generates specific, evidence-based tips tied to the moments that hurt the score — ready before the agent’s next shift.
- Configurable score trigger (default: 50)
- Per-rubric coaching: sales, cancel, support
- Per-metric breakdown — not vague summaries
- Custom coach voice that sounds like your supervisor
Coaching Agents Trust
Coaching only works when agents read it and trust it. Built-in acknowledgment, score disputes, and badges turn feedback into a two-way conversation — not a top-down audit.
- Signed acknowledgment with timestamp
- One-click score disputes — fully tracked
- Achievement badges & celebration alerts
- Private 1:1 follow-up queue with calendar invites
Coaching Hub & ROI
One screen to manage every coachable call across the team. Filter, drill in, and prove that coaching is actually moving the score — by manager, team, and agent.
- Filter by rubric, score range, weak metric, agent
- Drill into the exact transcript moment cited
- Score-lift tracking on coached vs uncoached calls
- ROI breakouts by manager, team, and agent
Business Insights Add-Ons
Go beyond call scoring. These premium modules surface the strategic intelligence hidden inside your call data — ready to unlock when your team is.
Business Analytics
Ask plain-English questions and get AI-synthesised answers drawn directly from your call data. See KPI snapshots, outcome drivers, and classification trends — all in one strategic command centre.
- "Ask Your Data" semantic search
- KPI metrics dashboard
- Signup & cancellation driver analysis
- Drill-down to source calls
Sales Intelligence
Turn your sales calls into a revenue forecasting engine. Track close rates, MRR impact, and loss reasons — with an agent leaderboard showing who’s winning deals and exactly what’s holding others back.
- Sales funnel & close rate tracking
- Revenue & MRR metrics
- Loss reason deep-dive analysis
- Agent performance leaderboard
Customer Journey
Follow any customer’s history across every call they’ve made. Surface your most frequent callers, trace sentiment shifts over time, and catch churn risk before it becomes a cancellation.
- Customer call timeline & history
- Frequent caller detection
- Sentiment & CSAT trend tracking
- Live churn risk indicators
Topic Spotting
Monitor the topics that matter most — price objections, competitor mentions, compliance keywords, escalation triggers — and see instantly which agents and call types are driving each one.
- Keyword frequency heat map
- Agent topic activity tracking
- Fully customisable tracked topics
- One-click call-level drill-down
Competitor Intelligence
Know what your competitors are charging — and when it's costing you customers. Call Coach IQ automatically monitors competitor pricing on a weekly schedule, extracting plan names, prices, and active promotions. It then cross-references that data against your call transcripts to surface how often competitors are being mentioned in cancellations or objections, and what offers were on the table at the time.
Best suited to industries with publicly listed competitor pricing — telecoms, internet services, SaaS, insurance, and utilities. May have limited value in sectors where pricing is bespoke or not publicly disclosed.
All Business Insights modules are included in enterprise plans. Individual add-ons available on request.
Talk to Us About UpgradingReady to see it in action?
Upload a real call and get a full AI coaching report in under 90 seconds — no account needed.
See plans, the ROI calculator, and FAQ on the Learn More page.