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As a CX leader, you know that having the best call center quality assurance software is a critical necessity for a modern contact center. 

But how do you ensure the software you choose addresses the real issues that reduce performance rather than just analyzing interactions?

In this guide, we explore the best QA tool to help you solve inefficient processes, disconnected data, and the gap between QA, training, and agent empowerment to drive better performance. 

TL;DR - Best Call Center Quality Assurance Software

Since there are so many call center quality assurance tools, you may be spoiled for choice. You can choose from leading software such as:

1. Hear
2. MaestroQA
3. Balto
4. Calabrio ONE

You'll need a platform that unifies quality, compliance, and coaching into one ecosystem to improve customer service and agent performance. 

Hear fits the bill as an AI-powered call center conversation intelligence platform for automating quality assurance, monitoring compliance, and generating actionable insights. 

With Hear, you can analyze every customer interaction to ensure your performance monitoring, coaching recommendations, and service quality are consistent for optimal customer satisfaction. 

Book a demo today to see Hear in action and learn more about its transformative features. 

Why Quality Assurance Matters in Call Centers

Quality assurance (QA) is important in functional, customer-centric call centers for several reasons:

• Ensures Consistency in Customer Experiences: With QA, you can ensure your agents deliver a consistent level of service regardless of who interacts with a customer. Your customers will know what to expect, and this reliability will make them trust you more. 
• Aligns Service with Business Goals: A robust QA system ensures your agent-customer interactions align with your broader business goals. For example, you might be looking to boost sales conversions, improve retention, or increase first-call resolution. 
• Upholds Brand Reputation: Usually, your call center is the most direct touchpoint between your business and its customers. QA ensures your agents speak the correct language, follow approved scripts, and represent your brand professionally to maintain its reputation. 
• Drives Continuous Improvement: The structured evaluations and feedback in QA promote a positive culture of learning and development. Your agents know you support them rather than just supervise them, which boosts their morale and performance. 

What Is Call Center Quality Assurance Software?

Call center quality assurance software is a type of tool or platform that call centers use to monitor, evaluate, and enhance the quality of agent-customer interactions. 

The goal of the software is to ensure your agents meet performance standards, comply with internal and external regulations, and ultimately enhance customer satisfaction. 

Call center QA software systems usually do the following:

• Monitor 100% of voice calls. 
• Evaluate agent performance against your predefined criteria.
• Identify trends in agent performance and common challenges. 
• Highlight areas for improvement and provide feedback you can use to coach your agents. 
• Automate evaluation using artificial intelligence (AI) to improve efficiency and consistency. 
• Monitor key performance indicators (KPIs) like customer satisfaction scores and average handling time. 

Benefits of Using QA Software in a Call Center

We've already seen why QA matters. We can take an extra step and see how to make it scalable and efficient in high-volume situations through practical benefits:

• Automated and Scalable Monitoring: Most leading call center quality assurance software can review 100% of agent-customer interactions. Automation makes this happen at a fraction of the time it would take a human to do the same manually, saving time and labor. 
• Actionable Performance Insights: Modern call center QA tools have built-in analytics and dashboards that uncover trends or patterns rather than just score calls. They offer actionable insights to help you make informed business decisions, such as how to improve the performance of certain agents. 
• Smarter Feedback and Coaching: Instead of vague feedback, you can share exact conversation segments and performance metrics. The result is more targeted and constructive coaching that helps your agents improve faster. 
• Better Compliance and Risk Management: Call center quality assurance tools can automatically flag violations such as mishandling sensitive data or missing disclosures. With this flagging and instant alerts, you'll stay compliant with internal and industry regulations to avoid costly penalties.
• Better System Integration and Operational Efficiency: Many QA platforms integrate with CRMs and telephony systems to unify customer data. Integrations also create a smoother experience for both agents and customers through more efficient workflows. 

Core Features to Look for in Call Center QA Software

You'll want to prioritize the following core capabilities to ensure you comprehensively evaluate how your agents perform, adhere to compliance standards, and improve customer experience.

• Automated QA and Compliance Monitoring: Look for a tool that automates various call center QA processes, such as call scoring and compliance tracking. Monitoring compliance against regulatory or internal guidelines helps reduce legal risks and ensure you are always audit-ready. 
• Speech Analytics: Ensure the software can automatically transcribe and analyze voice conversations to detect keywords, patterns, compliance issues, customer sentiment, and opportunities for sales or improvement. 
• Sentiment Analysis: A good tool should measure the emotional tone of a conversation during a live call or post-call to offer insights into customer experience and any risks of losing customer loyalty. 
• Risk and Alert Monitoring: Ensure you can get timely notifications during live calls or post-interaction reviews to note compliance issues, upsell signals, or customer frustration. These notifications help you and your agents take timely action. 
• Comprehensive Reporting: Opt for a tool that analyzes your calls and generates reports tailored to your needs. Check for reports regarding customer feedback on products, first call resolution, churn intent, and call topic. 
• Predictive Analytics: Want to embrace proactive planning? Look for software that uses predictive customer analytics to project future events, such as seasonal interaction spikes, customer churn, and high-performing agents. 
• 100% Interaction Coverage: The software should monitor and analyze 100% of calls to promote consistent service quality and performance tracking. 
• Agent Performance Tracking: Your preferred software should be able to track how your agents perform based on 100% of their interactions. You can use metrics such as first-call resolution, average handling time, and customer satisfaction score. 
• Interactive Dashboard and Natural Language Querying: A good tool should enable you to explore data, run reports, and generate insights by simply asking questions in a natural language. These attributes make analysis fast and more accessible even to non-technical users. 

Besides these elements, you can also consider aspects such as scalability, integration with CRM and telephony systems, and customer feedback collection.

Top Call Center QA Software

Let's check out some of the best call center QA software you can use for effective quality assurance.

1. Hear

Hear is your trusted partner for tailored services to turn your call center into an autonomous entity. 

We understand the challenges you face as CX leaders. We go beyond just analyzing interactions and become part of your growth story by handling every aspect of your quality assurance precisely.

As more than just a service provider, we are a strategic partner that offers key benefits and solutions such as:

• Predictive analytics to identify performance trends.
• Covering 100% of interactions instead of random samples to ensure consistent performance tracking, coaching recommendations, and service quality. 
• Automated QA scoring and compliance flagging for objective agent evaluations and proactive risk management.
• Conversational dashboard with natural language querying to make data, reports, and insights fast and accessible. 
• Fast, no-code integrations with CRMs and telephony systems, saving you implementation time and ensuring smooth data flow. 
• Boosting customer experience and retention by detecting sentiment and churn signals. 
• Instant alerts for frustration or risks so you can act in time. 
• Operational efficiency by reducing average handling time and increasing first-call resolution rates. 
• Speech analytics to uncover compliance issues and help reduce churn risks.
• Surfacing insights and sales opportunities that benefit both customers and the business. 

Our AI-powered platform is also user-friendly to ensure a better experience for both technical and non-technical users. 

Transform your call center from a cost center into a value-generating hub with Hear. 

2. MaestroQA 

MaestroQA bridges the divide between agent-customer interactions and quality assurance through detailed agent evaluation and grading. 

The conversation data platform combines modern QA and voice-of-customer (VOC) analytics to improve customer service strategies. 

3. Balto

Balto is mainly an agent-facing QA tool focused on highlighting agent disputes and delivering performance grades with AI-based explanations directly to the agents. You can use the platform if you are looking to combine both AI and manual call scoring. 

4. Calabrio ONE

As an integrated call center software platform, Calabrio ONE merges workforce optimization and analytics with automated QA management, but focuses more on call recording and screen recording capabilities.

How to Choose the Right QA Software

To choose the right software to improve quality assurance at your call center, you'll want to use the holistic approach below. 

• Define Your Needs and Goals: Identify the most critical KPIs you want to track and improve. Next, establish quality standards for your interactions, such as adhering to scripts and problem-solving skills. Ensure the software is easy to scale and can accommodate your team's current and projected workload. 
• Consider Core Features: Ensure the software has all or most of the essential features we've discussed above. Prioritize automation to free up time for your agents, supervisors, and other team leaders so they can focus on more strategic work. 
• Evaluate Several Software Options: Consider top call center quality assurance software based on aspects such as user-friendliness, vendor support and training, cost and ROI, and integration capabilities. 

Common Challenges and How to Overcome Them

The quality assurance process isn't always rosy. You can expect to encounter the following frequent issues.

• Limited Interaction Sampling: Traditional QA methods analyze only a small percentage of calls, which can lead to inconsistent service quality and missed opportunities to mitigate risks or improve your processes. You can implement a modern tool with automated QA capability to review 100% of your interactions for sentiment, specific keywords, and compliance violations. 
• Poor Agent Training and Development: Inadequate or inconsistent training can lead to agent mistakes that negatively affect the overall quality of your service. To solve this, invest in comprehensive agent training programs that cover product knowledge, interaction handling procedures, customer service skills, and how to use your QA software effectively. 
• Inefficient Workflows: Most call centers still rely on manual processes and disconnected systems for QA, resulting in time-consuming manual data entry, manual report generation, and increased risk of human errors. You'll want to use modern software to streamline and automate your workflows through centralized data storage, automated report generation, and integration with CRM platforms. 
• Lack of Actionable Insights: You may not always get actionable insights for your agents and supervisors. It's not enough to simply identify areas of concern. You must understand why they happen and how to address them. The right software can provide targeted feedback and coaching insights based on detailed data analysis. 

Frequently Asked Questions (FAQs)

Let's wrap this up with quick answers to frequently asked questions about call center quality assurance software. 

What Is the Average Cost of Call Center QA Software?

The cost of call center QA software varies widely depending on the vendor, features included, number of users, user experience, integration, and vendor support. 

Generally, you can expect to spend below $10 for low-cost options and $65 to up to $175 or more for top-tier options on a per-user-per-month basis. 

What Is the Role of AI in QA Scoring?

AI automatically analyzes interactions for tone, sentiment, empathy, compliance, and resolution effectiveness to assign a score. 

The process ensures you evaluate agents objectively at scale, which reduces manual effort, provides actionable insights for coaching and improvement, and enhances overall service quality. 

How Long Does It Take to Implement QA Software in a Call Center?

It can take a few weeks to several months to implement QA software in a call center, depending on the complexity of the software, the size of your call center, change management, and your specific needs. 

The time is usually split between planning and preparing, installing and configuring the software, testing and piloting, rolling out, and ongoing optimization. 

How to Measure the Effectiveness of QA Teams?

You can measure the effectiveness of your call center QA teams using preset goals and metrics. For example, you can require a certain service level, first call resolution rates, customer satisfaction scores, or average handling time. 

You can set and measure specific expectations for your team against these metrics, including communication skills, adherence to procedures, and product knowledge. 

Conclusion

Selecting the best call center quality assurance software is easy now that you know the features to look for and the aspects to consider. 

With the right software, you can enjoy improved agent performance, better customer service, and operational efficiency. 

As an AI-driven conversation intelligence platform, Hear helps you enjoy these advantages through turnkey solutions that benefit both your customers and the business. 

You can analyze every customer interaction across voice, chat, and email and obtain practical insights to improve your processes or train your agents for better service delivery and agent performance.

Discover why top call centers use Hear for QA—book a detailed demo today.

Monitoring calls for quality assurance is a great way to ensure consistent service quality and high levels of customer satisfaction at a contact center. 

However, quality assurance goes beyond just monitoring calls. You can also monitor interactions across other channels, such as email and chats. 

With the right conversation intelligence tool, you can analyse 100% of customer interactions across various channels to get a well-rounded view of agent performance and customer satisfaction. 

You can use Hear to improve your quality assurance monitoring process through automation, instant data-informed insights, and time savings. 

For example, Hear automates QA scoring and compliance flagging, helps reduce handling time, and surfaces insights that benefit both customers and the business. 

Ready to automate QA monitoring and other processes? Book a demo today.

What Is Quality Assurance?

In a contact center, quality assurance (QA) is the process customer experience team leaders use to monitor, measure, and improve the quality of agent-customer interactions and overall service delivery.

The process involves reviewing calls, emails, or chats to assess an agent's compliance with protocols, communication skills, product knowledge, and overall customer experience. 

Difference Between Quality Assurance and Quality Control

While they are related and meant to maintain high service standards, quality assurance and quality control (QC) differ in several ways. 

QA focuses on ensuring an agent's performance meets industry standards and a client's quality requirements. The practice is proactive in preventing errors by improving training and processes. 

QA includes agent training, designing call scripts, improving process consistency, monitoring interactions for coaching, setting quality standards, and continuous improvement. 

On the other hand, QC is a reactive, inspection-oriented approach that focuses on service quality by identifying and correcting errors after they occur. 

You can use QC to see how your agents or processes deviate from set quality standards. 

Your QC process should include reviewing completed interactions, call scoring, checking interactions for poor service or errors, identifying process or tone breaches, and handling escalation. 

The Importance of Quality Assurance Monitoring

Quality assurance monitoring provides the following benefits:

• Improved Customer Experience: You can identify and address customer pain points to ensure consistent and positive interactions. The return will be higher customer satisfaction and loyalty.
• Better Agent Performance: Regular monitoring and feedback allow for targeted coaching, which empowers your agents to improve their skills and confidence. The agents will then be able to handle customer interactions better and enjoy increased job satisfaction.
• Consistent Service Quality: QA monitoring ensures all your agents adhere to the quality standards and procedures you've established, which helps ensure the level of service is fairly uniform across all interactions.
• Improved Regulatory Compliance: QA monitoring helps you ensure that all interactions comply with relevant company policies and regulations to avoid penalties.
• Informed Decision-Making: Through QA monitoring, you get valuable data-driven insights into agent performance, customer behavior, and operational efficiency. These help you make better informed decisions.

Types of QA Monitoring

You can use several types of contact center QA monitoring to achieve different results depending on the focus. 

Some common types of QA monitoring include:

1. Random Monitoring: You can use AI to analyze calls, chats, or emails at random to spot trends. 
2. Targeted Monitoring: With targeted monitoring, you review specific interactions based on criteria such as escalation, high-value customers, or long call durations. This option investigates known issues or high-risk areas further to help you improve processes. 
3. Scorecard-Based Monitoring: You can use a premade scorecard to evaluate agent performance across areas such as tone, accuracy, script adherence, and compliance. The practice ensures you get consistent, fair, and measurable reviews that lead to better performance tracking, coaching, and reporting. 
4. Speech Analytics: Automated call center quality assurance can help you analyze all customer interactions for certain keywords, sentiment, and compliance. AI enables you to monitor at scale and detect patterns to experience the benefits of speech analytics, such as increased compliance, improved agent performance, and better customer experience.
5. Side-by-Side Monitoring: As a customer experience leader, you can listen live or sit with your agents through interactions. You get the opportunity to provide instant feedback and coaching, which works well for new hires and agents who need to improve. 
6. Silent Monitoring: You can do quality assurance call monitoring by listening to calls live, but without the agent or customer knowing. The idea is to observe natural customer and agent behavior without influence. 
7. Recorded Monitoring: This is a post-interaction approach where you review recorded calls and play them back to evaluate the interaction more closely. You get a thorough, analytical view of interactions over time, helping you identify long-term trends and ongoing coaching needs. 
8. Customer Feedback Monitoring: You can ask customers to share feedback after interactions to align quality assurance with actual customer experience. This tactic can help you close the gap between your internal perception of QA and how customers perceive it externally. 

Quality Assurance Monitoring Tools

Monitoring quality assurance manually is overwhelming. The good news is that modern tools can automate the process, especially through artificial intelligence. You can explore these top QA monitoring tools.

1. Hear

Hear is a robust AI-driven conversation intelligence platform for contact centers, which can help you with quality assurance monitoring through:

• Automating Quality Assurance: Hear automatically scores and reviews 100% of your customer interactions, rather than random samples, using consistent and customizable criteria. With this comprehensive cross-channel approach, you can ensure consistent service quality, performance tracking, and coaching recommendations. 
• Tailored Coaching with Data-Driven Insights: You can improve agent performance through objective feedback and coaching based on insights from real agent and customer behavior. Hear supports objective and personalized evaluations when you analyze all interactions instead of using the subjective sampling approach. 
• Tracking KPIs and Surfacing CX Issues: Hear's dynamic dashboards let you monitor critical agent metrics or Key Performance Indicators. You can spot customer experience issues that may cause friction and address them proactively. 
• Faster, Smarter Decision-Making: Hear automatically detects trends and surfaces instant insights to show what is working and what is not without sifting through tedious manual processes. For example, Hear helped Shift make critical decisions that enabled it to achieve 30% fewer compliance violations, 25% faster issue resolution, and 20% improvement in agent performance. 
• Efficient QA Processes and Methodologies: Through AI-powered automation, Hear reduces the effort and time you spend on manual activities like call reviews. You can refocus the time and energy you save on agent coaching, high-value business strategy, and emergent problems. 

Transform QA monitoring into an efficient business function today — try Hear now. 

2. Enthu.ai

As a QA tool, Enthu.ai offers sales performance insights and basic compliance tracking for small and mid-sized contact center teams. 

3. Scorebuddy

You can use Scorebuddy if you prioritize simple, automated QA processes with both agent-facing tools and leadership-facing tools, such as QA scorecards. 

4. Talkdesk

Talkdesk is a customer experience platform ideal for contact centers looking for basic compliance tracking, workforce management, and QA automation for enterprise-level environments. 

Metrics and KPIs Used in QA Monitoring

To improve call center quality assurance, you must prioritize key performance indicators (KPIs) to measure and improve agent performance and overall customer satisfaction. 

Here are some common QA metrics you can track to assess how effective, efficient, and customer-centric your operations are. 

• First Call Resolution (FCR): This metric measures the percentage of customer issues an agent resolves during the first interaction. A high FCR shows efficient problem-solving, reduces the need for repeat calls, minimizes operational costs, and improves customer experience. 
• Average Handling Time (AHT): You can use this metric to see the average time an agent takes to handle a customer interaction, including the talk time, hold time, and after-interaction work. A lower AHT can mean greater efficiency, but this must balance with effective problem resolution. 
• Customer Satisfaction (CSAT): This score measures how your customers are satisfied with their interactions with your contact center. High CSAT scores mean positive customer experiences, strong agent performance, and overall contact center effectiveness. 

When you use Hear, you can track and improve these metrics in one platform. 

For example, Hear improves CSAT by monitoring emotion, tone, and the quality of resolution across calls. 

Your FCR also improves because Hear gives you contextual feedback and instant suggestions that you can share with your agents. 

Best Practices to Implement in Quality Assurance Monitoring

Applying the right best practices in contact center quality assurance monitoring can ensure consistency, enhance agent performance, and improve customer satisfaction. 

Let's check out some of the top best practices in quality assurance you can apply.

• Define Clear and Consistent Quality Standards: Create well-defined benchmarks for customer service protocols, regulatory compliance, and performance, including metrics like call handling times. Teach your agents these standards, including how you measure them. 
• Combine Different QA Monitoring Methods: Blend various monitoring methods or types to achieve a comprehensive overview of agent performance and customer experience. For example, use silent monitoring, side-by-side monitoring, and recorded monitoring to spot immediate performance issues and capture long-term patterns. 
• Use Quality Assurance Monitoring Software: Look for a contact center conversation intelligence platform that can analyze 100% of voice, email, and chat interactions, flag compliance issues, and automate quality assurance scoring. Ensure the platform offers alerts and insights to help you see agents who need training or coaching, or how you can improve your services in general. 
• Build an Open Feedback Culture: Encourage open and honest communication between agents and their supervisors and other CX leaders. Let the agents assess themselves and each other to foster a collaborative environment. Your feedback should be constructive, specific, and tied directly to measurable outcomes. Celebrate agents who not only deliver top-notch services but also incorporate feedback accurately. 

Frequently Asked Questions (FAQs)

Here are answers to common questions to wrap up today's guide. 

What Are the Common Challenges in QA Monitoring?

You may encounter common QA monitoring challenges such as pushback from agents, agent burnout, biased insights due to limited interaction sampling, insufficient customer feedback, and a lack of training resources. 

You can avoid various challenges with Hear. For example, the ability to analyze 100% of interactions across different channels eliminates the insight bias caused by random interaction sampling. 

How Does QA Monitoring Differ Across Industries?

QA monitoring varies significantly across industries due to differences in product or service characteristics, operational contexts, and regulatory requirements. 

Industries like manufacturing focus on the quality of physical products, while service industries like contact centers prioritize service quality in terms of customer interactions and agent performance. 

Who Should Be Responsible for QA Monitoring in a Team?

Quality Assurance managers are typically responsible for overseeing QA monitoring. They establish processes, define quality standards, and lead the QA team, among other roles. 

CX leaders help the managers fulfill their role through guidance and support by offering customer insights and collaboratively developing customer-centric solutions. 

That being said, it takes collective effort to monitor QA, and all team members should contribute. 

How Can Small Businesses Implement Effective QA Programs?

As a small business, you can implement an effective QA program through clear goals and standards, constructive feedback to agents, using modern and budget-friendly tools to automate processes, and fostering a customer-centric culture. 

Conclusion

Effective contact center quality assurance monitoring can help you make smarter decisions faster, improve agent performance through data-driven coaching insights, and reduce business costs through time and financial savings. 

The trouble is that conducting the process manually is overwhelming, which is why you need a modern tool to automate various activities. 

For example, with Hear, you can automate QA activities such as scoring and call reviews. You can also monitor critical agent performance metrics to uncover issues that may jeopardize your overall customer experience. 

Book a demo today to see how you can streamline quality assurance with Hear.

The Two Worlds of Sales Intelligence

Sales technology has split into two very different schools of thought: Revenue Intelligence and Conversation Intelligence. At first glance, both analyze conversations and generate insights. But beneath the surface, their DNA, design, and purpose are entirely different.

• Revenue Intelligence platforms like Gong and Clari were built for complex B2B sales. Their unit of analysis is the deal, stitched together across weeks or months of conversations. Their value lies in forecasting accuracy, pipeline health, and deal orchestration.
  
  
• Conversation Intelligence platforms like Hear were built for contact centers. Their unit of analysis is the individual call, repeated tens or hundreds of thousands of times every day. Their value lies in consistency, compliance, and turning every interaction into measurable revenue at scale.
  
  

Confusing these categories is costly. A call center adopting Gong is like trying to manage a Formula 1 pit stop with an air traffic control system. Both are about coordination and risk, but the contexts are incompatible.

When Revenue Intelligence Is the Right Fit

Revenue Intelligence platforms such as Gong, Clari, and Salesloft thrive in enterprise B2B sales environments.

• Deals unfold over months. Dozens of touchpoints across multiple stakeholders shape outcomes.
• Visibility is essential. Leaders need objective insights into engagement, competitor mentions, and buying signals beyond CRM data.
• Forecasting drives credibility. CROs rely on accurate projections to maintain board and investor confidence.
• Coaching needs scale. Winning behaviors from top reps can be identified and replicated.
  
  

In this world, Revenue Intelligence functions like air traffic control, scanning for risks, guiding progression, and ensuring predictable arrivals at revenue targets.

When Conversation Intelligence Is the Right Fit

Call centers operate in a completely different environment. Here, success or failure happens in minutes, not months.

• Every call is a revenue moment. You either convert or lose the opportunity in a single exchange.
• Consistency is non-negotiable. Entire floors must perform at a high level, not just a few star agents.
• Scale requires automation. Analyzing 1% of calls is meaningless. True visibility comes from analyzing 100%.
• Speed is the currency. Metrics like Average Handle Time, First Call Resolution, and script adherence drive performance.

In this world, Conversation Intelligence functions like a pit crew chief, optimizing every high-speed, high-stakes interaction in real time and at scale. 

The Emergence Of Interaction Intelligence

Most platforms stop at Conversation Intelligence. They analyze calls, surface trends, and check compliance boxes. That’s useful, but it leaves the contact center stuck in the role of a cost center. Hear takes the next step, establishing a new category: Interaction Intelligence.

Interaction Intelligence turns every customer interaction, across calls, chats, and digital touchpoints, into fuel for both immediate performance and long-term strategy. It’s not just about analyzing conversations, it’s about orchestrating the entire operation in real time and at scale.

What Interaction Intelligence Delivers

• Manager-Level Performance Alerts. Hear continuously analyzes interactions and flags moments where agents miss disclosures, deviate from talk tracks, or need coaching. Instead of only sampling calls, managers get proactive visibility into performance risks and opportunities across the entire floor.
• 100% Automated QA and Coaching. Every interaction is scored against compliance and performance criteria, creating a complete, objective record of quality across the floor.
• Revenue-Centric Insights at Scale. Beyond QA, Hear identifies interaction patterns that directly correlate with outcomes, transforming best practices into team-wide playbooks.
• Seamless Automation. Summaries, CRM updates, and categorization happen automatically, freeing agents to focus on the next customer instead of paperwork.
• Command-Center Visibility. By aggregating millions of short interactions, Hear gives leadership a panoramic view of customer demand, objections, and product feedback — elevating the contact center from a reactive service function to a strategic command center.
  
  

The Right Tool for the Right Job

Revenue Intelligence platforms like Gong revolutionized deal orchestration in B2B sales.and forecasting. In the contact center, what matters is optimizing every single interaction, at scale, in real time.

Hear created Interaction Intelligence for this world. It goes beyond conversation analysis to provide command, automation, and strategic vision across the entire contact center. The result is a system that doesn’t just tell you what happened, but continuously drives what should happen next.

Choosing the wrong tool is like bringing an air traffic control system into a Formula 1 pit lane. Both are vital, but only one is built for high-speed, high-volume, every-second counts environments.

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