Question: How can I automate quality management and uncover customer sentiment in my contact center?

If you're looking to automate quality management and find out what customers are thinking in your contact center, Exotel is worth a look. It uses AI to analyze quality, automate quality scoring and review every conversation to boost revenue, customer satisfaction and compliance. The contact center platform also offers cloud contact center, multichannel APIs and omnichannel engagement, so it should be adaptable to many companies in many industries.

Another contender is Verint, which has a broad CX automation platform. Verint's platform includes tools like Da Vinci AI, an Engagement Data Hub, Quality and Compliance, and Coaching Bots to improve customer engagement and interaction quality. It also has a lot of analytics and insights tools to help cut costs and improve CX, so it's a good choice for contact centers that want to automate and optimize the customer experience.

Playvox offers a cloud-native, digital-first customer service platform that handles quality, workforce and other important aspects. With tools like workforce engagement management, real-time AI-powered forecasting, automated quality management and performance dashboards, Playvox helps contact centers optimize staffing and service levels while improving customer satisfaction.

If you're looking for a more focused conversation intelligence approach, Cresta has a generative AI platform that analyzes conversations to reveal important details and best practices. Cresta is geared for sales, customer care, retention and collections, offering real-time guidance, accurate answers and automation of after-call work to improve business results.