Call Center Quality Assurance Software
Surface insights that help your agents get better every day
Gain instant visibility into agent performance, spot behaviour trends early, and act fast with AI-driven call center quality assurance software. Coach centralizes the precise insights that matter most for contact center quality management – moving you from reactive, manual reviews to proactive, continuous improvement. Save time, improve consistency, and boost CSAT through smarter QA and coaching.
+90%
increase in QA coverage
16
point increase in CSAT scores
x33
more interactions analysed with AI
2.5x
faster for QA reviews
How Coach transforms call center quality assurance
Coach analyses every chat, call, and email – automatically detecting where agents need support, then giving you the tools to coach, review, and improve performance quickly. It’s built to elevate call center quality monitoring.
Full visibility
Get a clear, real-time view of what’s happening across every customer interaction. EdgeTier’s call center quality assurance automatically analyzes 100% of conversations across voice and digital channels, eliminating blind spots created by manual sampling.
Outcome: Total visibility, faster insights, and confident decision-making backed by real interaction data.
Smarter coaching
Identify who needs support and where. Call center managers can prioritize coaching where it has the greatest impact, deliver more objective feedback, and track progress over time using consistent, data-driven evaluations.
Outcome: More effective coaching, faster agent development, and measurable improvements in CX.
AI Assisted QA
Our AI-assisted call center quality monitoring evaluates 100% of interactions at scale, applies consistent quality standards, and automatically surfaces risks, compliance issues, and performance trends without manual scorecards.
Outcome: Higher QA coverage, improved consistency, and scalable quality management without added operational cost.
Smarter call center quality assurance and coaching for stronger teams
See every interaction clearly
EdgeTier’s call center quality assurance automatically analyzes every call, chat, and email across all languages, giving teams complete visibility into customer interactions without manual reviews. AI identifies moments of confusion, frustration, and inefficiency, and explains why they happen, not just that they happen.
By surfacing recurring topics, agent behaviors, and interaction patterns, quality teams can understand what drives repeat contacts, benchmark communication skills, and uncover performance gaps early, before they impact customer experience.
This delivers a complete view of contact center quality management at scale, replacing fragmented monitoring with consistent, data-driven insights.
Automatically detect trends across agents, teams, and departments
Track CSAT, resolution time, empathy, grammar, and more
AI detection deep dives into root causes behind performance gaps
See hidden emotional signals and themes that raw data won’t surface
Turn insights into better coaching
Our call center quality assurance software turns interaction insights into measurable performance improvements. Managers can easily select conversations for review, apply consistent evaluation criteria, and deliver targeted feedback directly to agents.
By combining flexible scorecards with transparent coaching workflows, teams create a continuous improvement loop that strengthens skills, increases accountability, and ensures every customer interaction meets your quality standards.
This moves quality from periodic reviews to ongoing call center quality monitoring that scales with your teams.
Review and provide feedback on agent performance directly in-platform
Build flexible, custom scorecards and scoring systems
Agent access to scorecards, driving visibility and accountability
Track performance improvement over time with clear reporting
Semi-automate QA and save hours
Quality reviews don’t need to be manual to be effective. AI-driven analysis evaluates customer interactions at scale, automatically completing scorecards and highlighting the conversations that matter most.
By combining automation with human oversight, our call center quality assurance enables QA teams to blend AI-driven scoring with targeted manual reviews. This approach maximizes coverage, maintains evaluation accuracy, and reduces the time spent on repetitive QA tasks.
Instead of managing administrative work, teams can focus on coaching, performance improvement, and delivering consistent quality across every customer interaction.
AI analyses conversations and fills QA forms automatically
Identify trends, skill gaps, and training needs across all agents
Combine AI reviews with manual checks for added depth
Achieve 100% QA coverage with minimal effort
“We’re not basing anything on anecdotal evidence anymore… with EdgeTier we feel we have the true picture of what’s really happening in the contact centre.”
Electric Ireland deployed EdgeTier’s AI-based call center quality assurance software to replace manual, sample-based QA with real-time, 100% coverage across all interactions. This upgrade in contact center quality management helped them uncover root causes instantly and turn insights into impactful coaching.
Electric Ireland’s impact after using Coach
21%
Increase in CSAT
37%
Reduction in emails
19%
Improvement in FCR
Trusted by leading brands
to deliver measurable CX impact
Integrations
Integrate with any tool for clearer insights and smoother processes
From the industry’s biggest platforms like Zendesk, Live Person, and Salesforce, to simple in-house tools, gain complete, crucial insights that other solutions alone can’t give.
FAQs
Frequently asked questions
Everything you need to know about EdgeTier’s products.
What is EdgeTier Coach?
EdgeTier Coach is an AI-assisted agent performance and QA platform – a modern form of call center quality assurance software – that automatically analyses 100% of customer conversations across chat, email, and voice. It surfaces coaching opportunities, measures quality, and drives agent improvement. It replaces manual sampling with real-time insights and data-driven feedback.
How does AI-powered QA work in Coach?
Coach uses advanced natural language processing to assess every conversation for empathy, grammar, process adherence, tone, and more. It benchmarks performance across agents and teams, highlights outliers, and can even fill in QA scorecards automatically — giving you full visibility without the manual workload.
Can we customise our QA scorecards and evaluation criteria?
Yes. Our call center quality assurance software supports complete flexibility in QA design. You can build custom scorecards tailored to your internal policies, compliance requirements, or brand tone, and use them for both AI-assisted and manual reviews — ideal for teams focused on contact center quality management.
Does Coach replace my QA team?
No — Coach empowers your QA team. By automating repetitive review tasks, it frees up time for more targeted coaching and strategic insights. Your QA analysts remain in control, using AI results to guide where to focus and how to drive the biggest impact.
What kind of insights can Coach uncover?
Coach identifies trends in agent behaviour, communication quality, and customer sentiment. It detects when agents cause confusion, frustration, or repeat contacts — helping you pinpoint root causes and improve both agent performance and customer experience. This makes it especially valuable as call center agent monitoring software.
Can agents see their own feedback and results?
Yes. Each agent can securely access their performance reviews, feedback, and scores directly within the platform — creating a transparent and continuous improvement loop between agents and team leaders.
Does Coach integrate with our existing systems?
Absolutely. Coach integrates with major support platforms like LiveChat, Zendesk, and Salesforce, as well as your internal systems via custom APIs. Email integrations make it easy to deliver feedback or share reports automatically – ensuring your call center QA software fits seamlessly into existing workflows.
What results can we expect after implementing Coach?
Teams using Coach typically see faster QA cycles, higher CSAT, and improved agent performance visibility. Many EdgeTier customers report saving hundreds of QA hours monthly, with measurable improvements in efficiency and customer satisfaction.
How quickly can we get started?
Implementation is quick and low effort. The EdgeTier team handles setup, integration, and data tagging for you — with dedicated onboarding calls over the first few weeks to ensure everything runs smoothly, whether you’re focused on call center quality assurance, coaching, or scaling QA coverage.
Fix customer experience faster.
Pinpoint customers' biggest problems sooner and take decisive action to solve them.
See Call Center Quality Assurance in Action