Make every agent your best agent.
Healthcare organizations are under growing pressure to deliver consistent, high-quality experiences while managing increased volume and complexity. Agents are expected to navigate benefits, clinical nuance, compliance requirements, and emotionally charged conversations—all while delivering clarity and compassion in every interaction.
And agent managers are expected to support and coach a large number of agents and balance quality management with moving forward with strategic initiatives.
We’re excited to announce the new Authenticx Agent and Manager Experience—a unified, insight-driven workspace designed specifically for healthcare that can automate and scale quality management and coaching with ease.
Reduce admin. Scale coaching.
Managers need efficiency without sacrificing quality. With our newly designed manager views, Authenticx automates the most time-consuming aspects of quality review while amplifying coaching impact:
- Automated call review and scoring across up to 100% of interactions
- AI-generated coaching notes that save hours of manual work
- Unified performance views that surface trends, strengths, and opportunities across teams
The result is feedback that is objective and unbiased, consistent at scale, and adaptive enough to reflect real, human conversations.
Instead of reacting to individual calls, managers gain a comprehensive view of performance that enables more frequent and effective coaching. Because the platform doesn’t rely on rigid, keyword-based scoring, organizations can deliver comprehensive, accurate evaluations that agents trust and managers can act on.
Empower every agent to grow with confidence.
Confident agents deliver better experiences.
The new agent experience gives representatives clear visibility into their performance, with feedback that is timely, actionable, and easy to understand. Agents can:
- Review and acknowledge coaching notes grounded in real conversations
- Understand strengths and skill gaps with objective scoring
- Track progress over time with consistent evaluation
This transparency creates ownership, builds confidence, and helps agents deliver more consistent, high-quality care across every interaction.
Where quality meets insight.
Quality data shouldn’t live in isolation. Healthcare conversations are complex, and quality evaluations must account for nuance.
Authenticx connects agent performance to broader operational and experience insights that reveal patterns, process breakdowns, and opportunities hidden in everyday conversations. High-quality interactions become training examples. Performance trends inform smarter coaching and stronger outcomes.
Quality management evolves into a unified intelligence layer that drives continuous improvement across the organization.
Built for healthcare. Designed for the humans behind every conversation.
Authenticx is purpose-built for the complexity of healthcare — trained on real conversations and designed to support the people doing the work. It brings together automation, insight, and human-centered design to help organizations set a new standard for quality.
Smarter automation. Actionable insights. Better experiences.
Ready to see the new Agent and Manager Experience in action? Partner with Authenticx and transform quality management into a scalable and efficient engine for growth.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Download 
Article 