AI-driven contact assessment
Automatically evaluates 100% of customer interactions across voice, chat, email, and social media.
Ensures a complete and unbiased view of service quality, identifying trends and areas for improvement..
Quality Assurance (QA): AI-driven insights for exceptional customer service
100% contact assessment supported by AI-driven insights and next-best actions.
Great customer experiences start with consistent, high-quality service
Ventrica’s AI-powered quality assurance (QA) solution, powered by Zendesk’s advanced automation and analytics, assesses 100% of customer interactions across all channels, languages, and agents. By leveraging real-time insights, AI-driven scoring, and trend analysis, our solution helps businesses identify performance gaps, refine coaching strategies, and drive continuous service improvements.
With automated, scalable, and intelligent QA, businesses can ensure consistency, elevate customer satisfaction, and empower agents to deliver exceptional service with confidence.
Features and benefits
Real-time performance insights
Uses AI-powered analytics to highlight service inconsistencies, inefficiencies, and key coaching opportunity
Enables quick corrective actions that enhance customer satisfaction and agent performance.
Intelligent coaching & agent development
Identifies individual agent performance trends and recommends targeted coaching strategies.
Boosts agent confidence and accelerates skill development, ensuring continuous improvement and consistency.
Multi-language & multi-channel coverage
Monitors and assesses customer interactions across multiple languages and communication channels.
Ensures a seamless, high-quality experience for global customer bases, maintaining brand consistency across markets.
AI-powered scoring & quality benchmarking
Assigns AI-driven quality scores based on predefined criteria, offering an accurate and objective measure of service excellence.
Creates data-backed performance benchmarks for agents and teams, helping businesses maintain high service standards.
Trend analysis & QA reporting
Tracks performance trends over time, highlighting successes and areas for further optimisation..
Empowers businesses to refine CX strategies with data-driven decision-making and proactively address challenges.
Seamless integration with Zendesk & other platforms
Works natively within Zendesk and integrates with third-party CX platforms, providing a comprehensive QA ecosystem.
Reduces operational complexity and ensures a unified, data-driven approach to customer service quality.
Scalable, automated QA process
Eliminates manual QA reviews, enabling businesses to assess all interactions efficiently and at scale.
Saves time, increases accuracy, and ensures fair, unbiased performance evaluations.
Start a conversation with the CX specialists
With Ventrica’s AI-driven quality assurance solution, you can assess every interaction, identify key improvements, and empower agents with real-time coaching.
Related case studies
Written by Siobhain Goodall
Clarks
Ventrica helped Clarks modernise global CX, cut costs by 50%, and transform service delivery through intelligent automation, multilingual support, and strategic innovation.
Written by Siobhain Goodall
Houseful
For Houseful (Zoopla), Ventrica transformed CX operations – boosting efficiency, reducing costs by 30% and enhancing engagement through innovation and people-first design.
Related solutions
Workforce Engagement Management (WEM)
AI-driven WEM featuring Workforce Management and Quality Assurance to improve support quality from end to end.
Workforce Management (WFM)
AI-powered workforce management for effortless forecasting, scheduling, and performance tracking.
CX outsourcing
Comprehensive outsourcing solutions tailored to meet complex operational needs across multiple channels.
Intelligent automation
AI-driven automation solutions that reduce manual processes and improve task accuracy.
Knowledge management
Presenting real-time information to enable efficiencies and first contact resolution. Delivered through Zendesk.
Related resources and insights
Insights, blogs & articles
5 ways to improve your NPS & review scores
Customer feedback shapes success. Online reviews and NPS scores impact trust and reputation. Here are five simple ways to improve your ratings.
Insights, blogs & articles
The future of CX: Blending AI with the power of human connection
Blending AI with human empathy, Ventrica enhances CX, streamlining processes while maintaining personalised, meaningful customer interactions for lasting loyalty.
Insights, blogs & articles
A deep dive into Zendesk analytics & reporting features
Unlock Zendesk’s evolved analytics to reveal insights, personalise experiences, reduce wait times, and drive measurable CX performance at scale.
Insights, blogs & articles
Choosing a BPO model for success
Outsourcing offers various BPO models, from back-office functions to customer service, helping businesses reduce costs, improve efficiency, and enhance productivity.