Automated scoring
AI fills out quality forms with a score, rationale and evidence for each criterion, with human validation.
2CX / AI-powered monitoring
AI-powered monitoring
100% of interactions analyzed in real time.
2CX Quality AI uses artificial intelligence to analyze voice and text interactions, evaluate quality criteria, identify risks and turn conversations into strategic information.
100%Interactions analyzed
Real timeAlerts and risks
Voice + TextChannels monitored
Core capabilities
100% of interactions analyzed in real time.
2CX Quality AI uses artificial intelligence to analyze voice and text interactions, evaluate quality criteria, identify risks and turn conversations into strategic information.
Critical non-compliance
Automatically flag critical risks — security, compliance, incorrect information — for priority review.
Transcription and search
Convert calls into searchable text to find excerpts, audit interactions and support feedback.
In practice
From a small sample to 100% of interactions
In traditional monitoring, a team manually selects and evaluates a fraction of interactions. 2CX Quality AI applies the same quality criteria across the whole operation, in real time.
- Full coverage: evaluate the whole operation, not just a sample.
- Consistent criteria: the same rules for teams, campaigns and agents.
- Smart prioritization: reviewers focus on the cases that truly need attention.
- Evidence-based feedback: every score comes with the excerpt that justifies it.
How it works
From automated analysis to continuous improvement
- 01
Automated analysis
The platform processes interactions and applies the configured criteria.
- 02
Classification
Each interaction gets scores, categories, alerts and potential occurrences.
- 03
Prioritization
The most relevant cases are routed for review.
- 04
Human validation
The quality team confirms or adjusts results when needed.
- 05
Feedback and improvement
Agents get evidence-based guidance, and metrics inform training.
Applications
Where it fits
Collections
Evaluate negotiation policies, approach, payment promises and potential risks.
Sales
Analyze sales pitch, qualification and objection handling.
Customer service
Identify contact reasons, satisfaction and request resolution.
Retention
Understand cancellation reasons and evaluate retention offer handling.
Technical support
Analyze diagnostics, procedures applied and case resolution.
Financial services
Monitor security validations, operational rules and regulatory requirements.
Key benefits
What changes in your operation
- Analysis of 100% of interactions
- Real-time processing
- Voice and text analysis
- Automatic call transcription
- Custom quality forms
- Critical non-compliance detection
- Sentiment and behavior analysis
- Structured, evidence-based feedback
2CX ecosystem
Connected to the other solutions
Next step
Your next conversation could change your operation.
Talk to a specialist and design an evolution scenario for your contact center.