CONTACT CENTER QUALITY MANAGEMENT SOFTWARE

Contact center quality management software is a solution that helps you evaluate, monitor and improve agent performance across customer interactions. Sprinklr’s AI-powered contact center quality management software takes this a step further by auto-scoring 100% of conversations across voice, digital and social channels — delivering real-time insights and enabling personalized coaching. It replaces slow, manual QA processes with scalable AI, allowing you to provide consistent, high-quality support while reducing operational costs.

Yes — quality management software plays a key role in ensuring compliance. With Sprinklr, you can evaluate every interaction automatically against customizable compliance checklists using GenAI that understands both context and voice cues. This means you can consistently flag non-compliant behavior, minimize human bias, and maintain audit trails — all without relying on random sampling. Whether handling sensitive data or adhering to industry regulations, Sprinklr helps you stay compliant at scale across every channel.

Look for contact center quality management software that helps you scale QA efficiently while improving agent performance. Key capabilities should include:

• AI-powered auto-scoring for 100% of customer interactions 
• Customizable checklists tailored to your business needs 
• Multimodal analysis that captures transcripts, audio cues, sentiment and context 
• Real-time performance insights for faster decision-making 

Sprinklr offers all this — plus personalized coaching tools, flexible audit forms, and a unified dashboard that consolidates transcripts, screen recordings, and evaluations.

Absolutely. The best contact center quality management software connects agent performance with real customer sentiment. With Sprinklr, you can integrate CSAT and other feedback signals directly into your QA workflows. This means you can prioritize audits based on low scores, identify patterns linked to poor experiences, and coach agents with context that goes beyond internal evaluations. It’s a smarter way to close the loop between quality assurance and customer satisfaction — all from a unified platform.

In 2025, AI is leading the transformation of contact center quality management — enabling auto-scoring of 100% of interactions, real-time speech and sentiment analytics, and advanced multimodal evaluations. Cloud-native omnichannel platforms have become the norm — unifying voice, chat, email, and social channels to deliver seamless quality assurance. Real-time agent monitoring and instant coaching help teams catch issues as they happen, while integrations with customer feedback systems like CSAT and VoC provide deeper, more actionable insights.

Organizations are also leaning into configurable AI pipelines, predictive analytics, and automated checklists to enhance compliance and performance at scale. Emerging technologies like AI-powered voice agents are increasingly handling high-volume inquiries, while voice biometrics and fraud detection tools are adding new layers of security and trust.

Yes. Sprinklr embeds advanced, multimodal sentiment analysis directly into its quality management workflows. It doesn’t just detect positive, negative, or neutral tones; it evaluates emotions, urgency, and intent in real time across voice, chat, email, and social channels.

This AI-driven insight is rooted in Sprinklr’s customer sentiment analysis framework, which spans polarity, emotion, urgency, and intention-based scoring. By combining sentiment scores with transcripts and voice cues, Sprinklr uncovers the true “why” behind customer experiences — helping you prioritize at-risk interactions, flag urgent issues, and coach agents to handle sensitive conversations more empathetically.

Sprinklr’s quality management software integrates seamlessly with your existing tech stack — from leading telephony systems like Ozonetel to CRMs like Salesforce. It pulls in call recordings, transcripts, case data, and customer history into a single unified interface, giving Sprinklr AI the context it needs to automatically score interactions and surface rich insights.  
 
QA results are linked directly to customer profiles, enabling your team to manage quality with speed and precision — without switching between tools or dealing with data silos. It’s a smarter, more connected workflow built for modern contact centers. Moreover, Sprinklr offers over 100 integrations with CRM, DAM, BI tools, and more.

Sprinklr AI automatically scores 100% of customer interactions across voice, chat, email, social, and messaging channels. It uses multimodal analysis that considers transcripts, audio cues, sentiment, intent, and context for accurate, unbiased evaluations.
 
You can tailor scoring with rule-based builders to track the metrics that matter — whether that’s greeting quality, empathy, voice performance, or resolution effectiveness. AI then provides parameter-level breakdowns, highlighted phrases, root-cause signals, and even coaching recommendations to support agent development.

All of this comes together in a unified dashboard with scoring, transcripts, screen recordings, and analytics — giving QA teams the visibility they need to act quickly, coach effectively, and deliver consistent, high-quality experiences at scale.

Sprinklr stands out by combining AI accuracy, omnichannel coverage, and enterprise flexibility all in one unified platform. While many tools rely on limited sampling and channel-specific QA, Sprinklr auto-scores 100% of interactions across voice, chat, social, and messaging channels. You get multimodal scoring, customizable AI models, and real-time insights — all built on patented technology and supported by a dedicated in-house AI team.

What truly sets Sprinklr apart is its ability to go beyond QA. The platform integrates seamlessly with customer feedback, CRM, and performance management tools, enabling you to improve quality, compliance, and customer experience holistically — not in silos. You can talk to an expert today and see Sprinklr in action.