QUALICORE, from EconX Group, is an AI-powered Quality Assurance and coaching platform designed specifically for call centers and BPOs. It fully automates call scoring, compliance checks, and coaching workflows, enabling organizations to achieve 100% call evaluation and significant operational efficiencies.
Target Audience: Call centers, BPOs, and outsourcing firms looking to enhance quality, ensure compliance, and streamline agent performance management.
Key Features:
- AI Auto-QA: Scores 100% of calls against custom scorecards with cited rationales.
- Comprehensive Compliance: Supports 8 frameworks including POPIA, GDPR, HIPAA, and PCI DSS, with independent compliance scoring.
- Multi-Tenant BPO Support: Provides isolated, branded environments for each client, ideal for outsourcing providers.
- Automated Coaching Plans: Generates structured coaching plans, escalations, and performance certificates automatically.
- Real-Time Live Assist: Offers in-call guardrails for agents, detecting PCI/DNC issues and providing AI nudges.
- 24-Hour Onboarding: Rapid setup with free scorecard migration, getting teams live quickly.
Use Cases:
For BPOs, QUALICORE offers multi-tenant isolation, branded client reporting, and robust compliance to win and retain accounts. It helps manage multiple clients with distinct data and scorecards, ensuring audit-readiness. Call centers can score 100% of calls with AI, automate coaching, and generate compliance certificates, drastically reducing manual QA admin time and improving quality.
Pricing Information:
QUALICORE operates on a paid, per-active-agent billing model, with transparent pricing. A 30-day free trial is available without requiring a credit card, and users can cancel anytime. Volume discounts are automatically applied for larger teams.
User Experience and Support:
The platform offers intuitive, role-specific dashboards for QA evaluators, team leaders, agents, and managers. It includes built-in training videos and guides for quick adoption. Email support is provided for all plans, with priority support for enterprise clients.
Technical Details:
QUALICORE leverages advanced AI, including LLMs for drafting evaluations, VAD for speaker diarization, and RAG for knowledge retrieval. It integrates seamlessly with 35+ tools, including CRMs (Salesforce, HubSpot), telephony systems (Genesys, Five9), and productivity suites (Microsoft 365, Google Workspace), via REST API, webhooks, and Zapier.
Pros:
- 100% call scoring with AI automation.
- Comprehensive multi-region compliance support.
- Designed for multi-tenant BPO operations.
- Rapid 24-hour setup and free scorecard migration.
- Legally defensible audit trails for HR and compliance.
Cons:
- AI evaluations require human sign-off, not fully autonomous.
- Initial setup of custom scorecards requires careful policy input.
Conclusion:
QUALICORE offers a robust, AI-powered solution for call center and BPO quality assurance, driving efficiency, ensuring compliance, and improving agent performance. Its comprehensive feature set and rapid deployment make it an invaluable tool for operations leaders worldwide. Start your free trial today to experience automated QA and coaching.