Quality with Authenticx
Identify barriers that are impacting agent performance
Re-think how analysts review and evaluate conversations with intelligence tools built specifically for healthcare.
Improve QA efficiencies and monitor agent performance
Efficiently monitor key quality metrics with both AI and human evaluation to scale and gain visibility into how agents and vendors are upholding brand standards.
Key Features
Agent Coaching Opportunities
Provide feedback and coaching to agents and teams based on evaluated conversations to increase effectiveness over time.
Monitor metrics, such as: sentiment, first call resolution, average time handling, and more.
Quality Assurance Auto-Scoring
Machine learning summarizes content, monitors sentiment, and automates workflows.
Enhance the way teams monitor quality with strategic, on-demand sampling and auto-scored evaluations.
High-Impact Training for Agents & Vendors
Use conversational data to improve call center processes and create training scenarios to quickly onboard new employees.
Highlight the positive impact agents are having on customers with call montages.
Case Study
Moving from a Transactional to Patient-centric Customer Experience
A healthcare organization aimed to have a 95% overall quality score by monitoring patient-centric agent skills. They achieved this goal within 6 months.
Confidently Identify ROI
Operations leaders, it’s time to invest in data-driven quality assurance insights at scale.
Contact Center Oversight
Reduce time, increase efficiency, and implement change quickly.
Contact Center ROI
Training & Onboarding
Empower employees with improved training programs.
ROI in Training DevelopmentDon’t just report data. Share the whole story.
Smart Sample™
Targeted evaluations of conversations containing topics and themes that matter most to the organization.
Smart Predict™
Machine learning autoscores conversational evaluations to transform how analysts work
Montage Builder™
Create a story around a particular topic by combining relevant audio clips in your customers’ own voices.
Identify and attack disruptions in the customer journey in one convenient location.
The Eddy Effect™ Dashboard combats the complexity of healthcare with actionable feedback in a single performance analytics dashboard. Track impactful metrics across the organization to eliminate waste and improve customer outcomes.