Resolve Faster. Score Every Call. Coach With Proof.
Call Optix scores 100% of your support calls — not the 2–5% your QA team can sample — turning every conversation into a quality score, a resolution, and a coaching moment.
In-house desk or multi-client contact center, every call is scored against your rubric and acted on automatically.
Your AI-Powered Quality & Efficiency Partner
One platform to capture, coach, and act — on every call, automatically.
Capture Every Call
- Every call transcribed with speaker separation — searchable, scored, retained to your rules.
- Summary, disposition code, and wrap-up notes written the moment the call ends.
- Sentiment, contact reason, resolution, and predicted CSAT on 100% of calls.
Coach Every Agent
- QA scorecards on every call, graded against your rubric — not a generic template.
- AI surfaces the coaching moment, tied to a timestamp. Your supervisors decide how to coach.
- Top-agent call libraries and calibration keep scoring fair and consistent.
Act Before the Customer Leaves
- At-risk and escalation signals the instant a call ends — intervene within the hour.
- Commitments become tracked tasks; dispositions write back to your helpdesk or CRM.
- Repeat-contact and FCR patterns surface so you fix the cause, not the ticket.
Built for How Contact Centers Actually Run
Generic call-recording tools don't understand support operations. We built Call Optix around the workflows your floor actually runs.
The reality: QA samples a few calls per agent a month and delivers feedback weeks late.
- Every call auto-scored against your exact scorecard — greeting, verification, resolution, empathy, compliance, closing.
- Supervisors review the flagged calls instead of hunting through hundreds.
“Your team stops sampling and starts reviewing — every call, in less time than a 3% sample took.”
“I'm Not Letting an AI Grade My Calls.” Good. Read This First.
Call Optix isn't a black box that overrules your QA team. It does the listening at 100% scale; your team keeps the judgment.
Scored Against Your Rubric
Your scorecard, your weightings, your pass thresholds. Never a generic template.
Auto-Fail & Critical Errors
Define the misses that zero a call — a missing disclosure, a compliance breach. Caught on every call, not the lucky 3%.
Human Override, Always
QA reviews, adjusts, and disputes any score. The AI proposes; your team disposes — and every override teaches it.
Calibration Built In
Run AI-vs-human scoring side by side and tune the rubric until you trust it. No more inter-rater drift.
The shift: your QA team stops sampling and scoring and starts reviewing and coaching — 100% coverage in less time than grading 3% took.
Powerful Features, Purpose-Built for Support
Every feature built for how contact centers actually operate — from full-coverage QA scoring to automated wrap-up.
AI Call Transcription
Every call transcribed with speaker separation — searchable, reviewable, scorable. 100+ languages for multilingual queues.
Automated Summaries & Disposition
Contact reason, resolution, sentiment, next steps, and an auto-set disposition code — the wrap-up, written for you.
QA Scorecards on Every Call
See who's resolving and where to coach — graded against your rubric on 100% of calls.
Predicted CSAT & Sentiment
A CSAT signal on every call — not just the ~8% who answer the survey.
At-Risk & Escalation Detection
Flag a call that went sideways the moment it ends, and route the customer to retention before they cancel.
Custom Data Extraction
Define what to capture; AI pulls it from every call. No manual entry.
Task Tracker & Follow-Ups
AI turns every commitment into a tracked task. Nothing slips.
Compliance & Script Adherence
Recorded-line disclosure, payment-handling language, and required scripts verified on every call — omissions flagged before they become a complaint.
Extract the Data That Actually Matters
Define what to capture; AI extracts it from every call — no manual notes, no disposition guesswork. Conversations become structured, reportable data.
Extracted From This Call
Don't Take Our Word for It. Take Ours on Your Calls.
Send us up to 50 of your own calls. We'll score them against your rubric and show you exactly what your manual sample has been missing — handle-time leaks, unresolved repeat contacts, and at-risk customers hiding in the 95% nobody hears.
Get My Free Call AnalysisYour rubric · your calls · a real report in days.
For Everyone on the Floor
CX / Support Directors
Economic buyerStop managing quality from a 3% sample.
- Quality and efficiency across every agent, queue, and site — not a sampled guess.
- Tie CSAT, retention, and cost-per-contact to what happens on calls.
- Walk into QBRs with defensible numbers, not anecdotes.
QA Managers & Analysts
Champion / evaluatorReview the calls that matter, not a random handful.
- Every call pre-scored against your rubric; your team validates the flagged ones.
- Auto-fail and calibration keep scoring consistent and defensible.
- Cut review time while covering 100% of volume.
Team Leads & Supervisors
Coach to specific moments, with proof.
- At-risk and escalation alerts the moment a call ends.
- Scorecards and clip libraries for every agent, by scenario.
- Accountability that's tracked, not "trust me, I followed up."
Agents
Get your time back, get better without the dread.
- Zero wrap-up busywork — summaries and dispositions written automatically.
- Commitments become tracked tasks; never miss a follow-up.
- Fair, transparent scoring on every call, plus gold-standard calls to learn from.
WFM / Operations
And, for BPO, Client Services
- Handle-time and resolution data to forecast and staff accurately.
- After-call-work savings that lift occupancy without adding seats.
- Per-client and per-queue SLA + QA reporting, in minutes.
The Impact on Your Operation
Outcomes support teams see within months — not projections.
Most of our calls are existing customers — delivery, returns, refunds — and at peak season the volume used to bury the team. Now every call is scored and summarized automatically, so handle time dropped and our CSAT climbed, and we can see exactly which agents to coach. Less busywork means fewer of our best agents burn out and leave.
Why Support Teams Choose Call Optix
Most conversation intelligence was built for sales floors. Call Optix is built for support — and consolidates auto-QA, intelligence, and after-call work into one platform.
Built for how support actually works — with the scorecards, workflows, and reporting your operation needs, not a sales floor's.
Works With Your Existing Stack
Connect your contact-center platform, phone, helpdesk, CRM, and WFM tools and start scoring calls from day one. No rip-and-replace.
Contact Center (CCaaS)
Phone / VoIP
Helpdesk / CRM (write-back)
Workforce Management (WFM)
Don't see your system? We integrate with any platform that has an API.
Questions We Get Asked
Ready to Score Every Call — and Resolve Faster?
See how Call Optix scores 100% of your support calls, automates the wrap-up, and surfaces the at-risk signals your QA sample never will.