Automated QA
Call Centre Quality Assurance You Can Measure in Real Time
Call centre quality assurance software from LYRIQ scores every customer interaction, not a sampled few. AgentConnect evaluates 100% of conversations across voice, chat, email and social against thresholds you configure, flags policy breaches as they happen, and keeps an audit trail behind every score.
AI-powered QA that scores every interaction in real time, no manual sampling, no backlog.
Every conversation. Every channel. Every time.
Every interaction, scored
Quality Assurance That Never Pauses
LYRIQ replaces manual QA with continuous, automated scoring across every conversation. No random sampling, no backlog.
SAMPLED QA
A handful of calls per agent per month: the score is an estimate with wide error bars.
LYRIQ
100% of conversations, with an audit trail behind every score, so a result can be defended when a client or a regulator asks how it was reached.
- Accuracy
- Sentiment
- Tone
- Compliance
Every channel
Automated Insight for Every Channel
Chat, voice, email and social, scored against customizable criteria, with consistent quality metrics whatever the channel.
Real-Time Scoring
Every conversation is evaluated instantly for tone, accuracy, and quality.
Sentiment Detection
Detects emotion and context to understand customer satisfaction.
Compliance Tracking
Flags policy breaches and escalates issues automatically.
Custom Scoring Models
KPIs and scoring rules tailored to your brand and operations.
Trend Analytics
Identifies patterns and recurring issues to guide improvement.
Live monitoring
See Performance as It Happens
Active conversations and their quality scores, surfaced in real time.
- Track sentiment shifts, resolution rates and compliance status.
- No waiting for end-of-day reports.
Alerts
Instant Alerts. Smarter Decisions.
Non-compliant or risky interactions are flagged the moment they occur, so teams can intervene before issues escalate.
Frustrated
Urgent attention
Neutral
Standard response
Satisfied
Positive engagement
Coaching loop
Turning Analytics Into Action
Supervisors review conversations, tag examples and deliver feedback directly through the LYRIQ dashboard.
Insight
Identify patterns and improvement opportunities from QA data
Action
Deliver targeted coaching and track improvement
This process creates a feedback loop that improves both AI and human performance.
Your criteria
Measure What Matters Most
Quality needs differ by industry, role and customer expectation.
- Define your own scoring categories, weightings and benchmarks.
- Evaluations match the outcomes that matter most to you.
EXAMPLE SCORECARD
- Accuracy88%
- Empathy70%
- Compliance95%
- Resolution Rate85%
Governance
QA With Governance Built In
Every interaction is stored securely with a full audit trail. See the standing compliance line on Trust & Compliance for the exact language used sitewide.
- Every interaction logged with full audit trails.
- Exportable QA and compliance reports instantly.
- Full audit trail on every scored interaction.
- A single interface for oversight and control.
Reliability
Reliability You Can Measure
LYRIQ tracks every interaction in real time, so performance stays transparent and predictable across all regions. Monitor it all from a single dashboard.
Uptime
Volume
Automation accuracy
Escalation patterns
FAQ
Frequently Asked Questions
What is automated QA for contact centers?
Automated QA uses AI to evaluate customer interactions against your quality and compliance criteria automatically. Instead of manually sampling a handful of conversations, LYRIQ scores 100% of interactions and turns the results into real-time feedback for your team.
How is this different from manual QA sampling?
Manual QA typically reviews only a small sample of conversations, so most issues go unseen. LYRIQ scores every interaction, giving you complete coverage, consistent scoring criteria, and trends you can act on.
Can LYRIQ monitor compliance automatically?
Yes. Compliance checks run on every scored interaction, so risky conversations are flagged as they happen rather than discovered in a quarterly review.
Do agents get feedback in real time?
Yes. LYRIQ provides real-time feedback and coaching signals, so agents can correct course during a shift instead of waiting for a monthly review.
How do we get started with automated QA?
Book a demo and we'll walk through automated scoring, real-time feedback, and compliance monitoring using scenarios from your own operation.
Buying quality rather than running it? Call centre outsourcing in Australia compares offshore, onshore and hybrid models, and sets out what to verify about a provider’s QA method before you sign — starting with whether they score every interaction or a sample of them.
Your workflow, live
Quality That Keeps Advancing
Every conversation scored by LYRIQ feeds the Flywheel. Scoring models, sentiment detection, and compliance checks improve automatically. QA becomes a continuous loop of learning, not a quarterly task.
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