The real time QC intelligence for every conversation

Conversation Quality Analysis is an AI-powered solution that automatically evaluates customer conversations across calls and chats against your defined KPIs and SOPs. Unlike manual QA, which typically covers only 5–10% of interactions, CQA analyzes 100% of conversations to surface performance gaps, compliance risks, and coaching opportunities at scale.

Exotel's CQA tool ingests conversation data from your contact center, transcribes and analyzes each interaction using AI models, and scores them against your runbooks and quality parameters. It then delivers insights through dashboards, flags compliance issues, and identifies upsell or coaching opportunities, all without manual review.

Manual QA relies on supervisors listening to a small sample of calls, usually 5–10%, introducing bias, delays, and inconsistencies. AI-powered QA evaluates 100% of conversations with over 90% accuracy, eliminates human bias, and reduces operational costs by more than 60% while delivering insights in near real time.

Yes. Exotel's CQA supports multilingual conversation analysis, allowing businesses operating across geographies to evaluate quality across English, regional Indian languages, and other major languages without losing accuracy or context.

Exotel's CQA delivers over 90% accuracy in scoring and evaluation. The system uses advanced language models trained on enterprise conversation data, with continuous learning that improves accuracy as it analyzes more interactions specific to your business.

Yes. CQA automatically detects and flags compliance breaches, such as missed disclosures, inappropriate language, or regulatory violations, across every conversation. This significantly reduces the risk of regulatory fines and reputational damage, especially for industries like BFSI, healthcare, and insurance.

Yes. CQA integrates seamlessly with major contact center platforms, CRMs, helpdesks, and knowledge bases, enabling real-time data flow and unified analysis. This eliminates siloed insights and ensures conversation intelligence enriches every other tool your team uses.

Most enterprises go live within a few weeks, depending on integration complexity. Customers typically see over 60% reduction in QA operational costs, 10x more conversations analyzed, faster coaching cycles, and measurable improvements in CSAT and compliance scores within the first quarter.

Exotel's CQA is built on a secure, compliant infrastructure with ISO, PCI-DSS, and SOC 2 certifications. All conversation data is encrypted in transit and at rest, with strict access controls and adherence to global data privacy standards.

Yes. The AI detects buying signals, customer intent cues, and conversational patterns that indicate upsell or cross-sell potential, helping sales and CX leaders convert routine interactions into revenue opportunities.

Any business running high-volume customer conversations benefits, particularly BFSI, eCommerce, healthcare, logistics, edtech, and BPOs. It's especially valuable for teams with strict compliance needs, large agent teams, or QA bottlenecks.

Traditional speech analytics often focuses on keywords and basic sentiment. CQA goes further by evaluating conversations against your specific SOPs and runbooks, scoring agent behavior holistically, and providing actionable coaching insights, not just data points.