Quality with Authenticx
Improve operations & patient outcomes
Enhance contact center quality assurance oversight to boost operational efficiency, enhance agent performance, reduce call volume, and improve resolution rates.
Life Sciences + Pharma
Payer + Health Plans
Hospitals + Health Providers
Improve quality scores and patient satisfaction by identifying leading drivers of poor performance.
Scale contact center QA by 4x to identify interactions impacting therapy adherence, time to fill, and other topics.
Reduce time to onboard and train agents with feedback and training features in the platform.
Decrease call volume and identify errors driving call backs, lengthy interactions, and failure to resolve patient issues.
Improve quality scores, star ratings, and member experience by identifying drivers of poor experience.
Scale contact center QA by 4x to easily identify specific training opportunities for underperforming agents
Quickly surface issues with call guides during enrollment periods to make necessary changes.
Decrease call volume, call duration and wasted spend by identifying performance issues and operational waste.
Improve the quality and efficiency of patient interaction during scheduling call, follow-ups, bill repayment and more.
Scale contact center QA by 4x to surface issues from a representative sample of your patient population.
Quickly surface issues with call routing, escalation procedures, and other topics that require employee training.
Decrease call volume, call duration, and sources of wasted spend by identifying performance and operational issues.
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Quality Product Details
+ AI Completed Evaluations: Score and analyze individual interactions for quality asssurance + AI Coaching Notes: Scale feedback with automated delivery of detailed coaching notes + Summary and Transcription: Benefit from automated summaries and transcriptions + Speaker Identification: Automatically have distinct speakers labeled in your transcript + Contact Type: Identify the contact type (vendor, payer, doctor, etc.) in the conversation
+ Insights Sessions: Expert-led analysis of your data + 24/7 Support: Access to help center and support channels + Dedicated Program Manager: Regular check-ins, account reviews, onboarding guidance, and more
+ Custom Classifiers: Create custom tags or labels that can be applied to conversations + Custom Quality Rubric: Customize questions or criteria you use to score agent performance + Custom Performance Reporting: Build reports that monitor contact center quality assurance metrics + API and Integration Access: pull in and push out valuable, additional data Advanced customization and implementation available.
From conversations to insights
Your personal AI guide
Dive instantly into your most pressing questions.
See what’s impacting therapy adherence, driving longer calls, triggering compliance risks—effortlessly. KBo analyzes your conversation data, surfacing the key insights you need, when you need them.
Real Conversations, Real Results
QA at Scale
400%
Scaled quality evaluations to 157K per month
Quality Improvement
20%
Increase of improved quality metrics in 90 days.
Reducing Call Time
300 hr
Time per month saved in agent time.
Quality with Authenticx
Often paired with our Insights Solution. Schedule a demo to learn more!