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Frequently Asked Questions
AI Quality Management for Contact Centers
Turn every conversation into a chance to improve
Score interactions automatically, coach with intent, and build consistency with AI quality management for contact centers.
CXone Mpower Quality Management is advanced QM software built to elevate agent performance and CX. With AI-powered tools for evaluation, coaching, and analytics, it simplifies every part of the quality process—across voice and digital channels.
Supervisors can identify coaching moments automatically, deliver personalized feedback, and track improvements over time. Built-in agent coaching tools ensure performance conversations are timely, relevant, and data-driven.
Quality Management evaluates interactions across every channel—calls, chat, email, social, and even CRM tickets. Whether it’s a voice call or a Zendesk ticket, QA analytics are applied consistently to help teams deliver excellence everywhere.
Generative AI helps you work smarter, not harder. Automated evaluation summaries highlight trends, outliers, and key coaching needs. Supervisors can focus on what matters most while ensuring evaluations stay objective, consistent, and aligned with business goals.
Yes. Agents receive personalized scorecards, evaluation packages, and dashboards that build transparency and trust. It’s an empowering experience that helps agents take ownership of their growth and understand what great service looks like.
Absolutely. From evaluation forms to coaching templates and reporting dashboards, the solution can be tailored to your contact center’s priorities and processes. That means your QM works the way your teams do.
Evaluate with Generative Intelligence
Automatically score interactions at scale with LLM. Go beyond traditional AI to understand context, sentiment, and intent, generating smarter quality scores and actionable insights that reflect the full customer experience.
Coach with Generative Insights
Empower supervisors with AI-generated summaries and recommendations that pinpoint strengths, skill gaps, and next-best coaching actions. Turn every evaluation into a personalized learning moment with insights produced in seconds, not hours.
Stay consistent, fair, and scalable
Apply the same GenAI-driven quality standards across every channel: voice, chat, and digital, to ensure consistency, fairness, and complete visibility. Whether scoring 100% of the interactions or less, achieve unbiased evaluations that scale with your goals, leveraging LLM-powered precision.
Motivate through data
Use AI-generated quality score data and detailed feedback to foster trust, engagement, and performance. Provide agents with personalized, data-driven insights they can act on, transforming evaluations into continuous conversations that drive measurable growth.
