Agent Quality Insights

Call and chat insights integrated with AQM for your contact center

Go from 1% sampling to 100% coverage. Agent Quality Insights analyzes every call, chat and bot interaction to surface deep insights and deliver unbiased sentiment, scoring and real-time agent coaching. Elevate your customer experience (CX) and turn your contact center into an insights engine.

  • 100% interaction coverage

    Eliminate the blind spots of manual quality assurance (QA). Our automated quality management (AQM) system analyzes every customer touchpoint across voice and digital channels to ensure brand compliance and service excellence.

  • Unbiased data-driven insights & scoring

    Identify deep insights from your contacts, including intents, summaries and sentiment. Replace subjective evaluations with consistent AI-powered rubrics. Calibrate quality models to your specific CX blueprints to identify call drivers and sentiment trends with precision.

  • Rapid time-to-value

    Deploy AQM solutions that integrate with your existing CCaaS and data platforms. From ingestion to insights, our framework accelerates your path to a fully automated quality ecosystem.

  • 30%
    of supervisor admin time reclaimed for coaching at TELUS
  • 10 minutes
    to deploy new coaching rubrics
  • 100%
    coverage of customer interactions

Comprehensive AQM capabilities for modern contact centers

Agent Quality Insights delivers a powerful suite of tools designed to modernize the agent coaching and quality management lifecycle.

Explore our success stories

Turning every TELUS customer interaction into an agent coaching opportunity with AI

Explore how TELUS transformed contact center agent training and onboarding with AI coaching and quality management from TELUS Digital.

  • 75-85% Improvement in role-play productivity (agents complete 2-3 scenarios in 45 min vs hours)
Read the case study
Awards & Recognition

Agent Quality Insights wins AI Excellence Award

The Business Intelligence Group recognized Agent Quality Insights with the AI Excellence Award for the impact it created for TELUS, parent company of TELUS Digital. That includes automated analysis of 40 million minutes of conversations each month and a 20% reduction in customer billing credits.

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TELUS Digital stood out because its work in natural language processing reflects where the market is headed: practical AI that solves real problems, earns trust and delivers measurable value. This recognition highlights a team that is not just participating in the AI shift, but helping define what meaningful progress looks like.

Russ FordyceChief Recognition Officer, Business Intelligence Group

Article

100% call and chat coverage: How AI-powered quality insights transform agent coaching and contact center operations

Learn how AI-powered quality insights transform contact center operations by providing targeted, unbiased agent coaching and automating compliance.

Read the article

Ready to automate your quality insights?

Schedule a demo of our AQM sandbox and see how 100% coverage can transform your contact center.