Every Call. Scored. Automatically.
AI-powered quality control that scores 100% of calls in real-time. Automated compliance monitoring and instant flagging so nothing slips through the cracks.
The Problem: You're Only Hearing 2% of Your Calls
Traditional quality control in a contact center means a supervisor manually listens to a handful of calls per agent per week. In a 50-seat center making 5,000 calls per day, that means quality teams review maybe 100 calls — roughly 2% of total volume. The other 98% are a black box. Compliance violations, missed disclosures, and terrible customer interactions happen every day without anyone knowing.
The calls that do get reviewed are often cherry-picked or randomly selected, creating a biased and incomplete picture of agent performance. Supervisors tend to review agents they already suspect are struggling, while top performers go unmonitored — missing opportunities to identify and replicate what they're doing right. Meanwhile, agents know that most of their calls will never be heard, which undermines the entire accountability framework.
The compliance risk alone justifies automated QC. A single missed disclosure in a regulated industry — TCPA, HIPAA, PCI-DSS, state-specific requirements — can result in fines that dwarf your entire monthly operating budget. Manual QC simply cannot catch every instance. You need a system that listens to every call, every time, and flags violations the moment they happen.
From Recording to Scorecard in Seconds
Call Capture
Every call recording is captured and streamed to ViciStack's analysis engine. Live calls can be scored in real-time while in progress; completed calls are scored within seconds of hangup.
AI Transcription & Analysis
Speech-to-text converts the full conversation, then NLP models analyze script adherence, required disclosures, tone, objection handling, and dozens of custom criteria you define in your scorecard.
Automated Scoring
Each call receives a composite QC score plus individual scores for every evaluation criteria. Calls that fail compliance checks or fall below quality thresholds are instantly flagged for supervisor review.
Reporting & Alerts
QC scores feed into agent performance dashboards, trend reports, and real-time alert channels. Supervisors get notified immediately when critical violations occur, not hours or days later.
Technical Requirements
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Stop Guessing About Call Quality
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