Call Center Quality Assurance

The Next Generation of Quality

Future-proof your quality assurance processes with realtime AI-driven QA using Pathlight. Automatically detect sentiment, grammar, spelling, track specific phrases, and annotate each interaction in a single view - allowing faster and frictionless grading.

Pathlight AI is used as an assistant in your QA scorecards to help your call center team stay efficient and accurate, without replacing the human element.

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Save Time on Every QA Scorecard

CSAT surveys alone will not give you a clear understanding of your call center's customer service performance. Monitor, analyze, and score the quality of every interaction to identify gaps and improve agent performance. 

Quality Assurance Questions
Sentiment Phrase Tracking and Grammar

Reduce Budget with AI Assistance

Leverage machine learning and intelligent automations to automatically detect communication gaps, sentiment, grammar and spelling errors, and more. Modernize your call center's team by making QA processes smarter, faster, and frictionless.

Every Channel, One Platform

Score communications patterns across chat, phone, email, and more. Deliver focused feedback to provide quality customer care consistently across all support channels and agents.

Team Communication

With Pathlight QA, you get:

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Omnichannel Support

QA conversations across chat, email, and phone.

Scorecard 2

Custom Scorecards

Customize scorecards to meet your business and support needs. 

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Automatic Assignment

Assign tickets to graders based on tags, ticket status, and other fields.

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Root-cause Analysis

Drill down QA scores to identify specific interactions that caused poor CSAT. 

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AI Assistance

Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

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Grade Sharing & Appeals

Automate grade sharing and ensure fairness through integrated appeal process

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Side-by-side view

View agent interactions and QA scorecards side-by-side.

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Score Correlation

Correlate CSAT with quality scores for individuals and teams.

Annotate Icon 3

Annotations

Highlight specific text or interactions to deliver focused feedback.

With Pathlight QM, you get:

Message Icon

Omnichannel Support

QM conversations across chat, email, and phone.

Scorecard 2

Custom Scorecards

Customize scorecards to meet your business and support needs. 

Auto Assign Icon

Automatic Assignment

Assign tickets to graders based on tags, ticket status, and other fields.

Magnify Icon 3

Root-cause Analysis

Drill down QM scores to identify specific interactions that caused poor CSAT. 

Grammar 2

AI Assistance

Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

Share Icon

Grade Sharing & Appeals

Automate grade sharing and ensure fairness through integrated appeal process

Side by Side 2

Side-by-side view

View agent interactions and QM scorecards side-by-side.

Scorecard 2

Score Correlation

Correlate CSAT with quality scores for individuals and teams.

Annotate Icon 3

Annotations

Highlight specific text or interactions to deliver focused feedback.

Integrate with your tools

Pathlight integrates with dozens of platforms, such as Salesforce, Zendesk, Five9, RingCentral, Lessonly, and even your data warehouse.

and many more...

Performance Intelligence + QA
= Customer Service Success

Pathlight integrates QA with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.

Performance Intelligence + QM
= Customer Service Success

Pathlight integrates QM with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.

Ready to get started?

Want to see a custom demo or get help finding the right plan?
We’d love to chat.