Contact Center QA · AI Scoring · Compliance Monitoring
Call Criteria
Contact Center QA — driven by AI, verified by humans.
Call Criteria automates contact center quality assurance with AI call scoring, speech analytics, QC GPT, and machine learning — backed by human validation for results you can actually trust. From compliance monitoring to sales coaching, delivered as a fully managed service.
QA as a ServiceQC GPTSpeech AnalyticsHuman ValidationSOC 2 Type 2GDPR Compliant
2012
Founded — over a decade of QA expertise
80+
Contact center clients served
50+
Team members across 4 countries
Weeks
Typical implementation timeline, not months
QA Services & Capabilities
Every component of a complete contact center QA program — from automated AI scoring to human validation — delivered as a managed service.
QA as a Service (QAaaS)
Fully managed contact center quality assurance — Call Criteria handles the technology, process design, and ongoing configuration. Clients choose the right blend of automation and human review for their budget and accuracy requirements. Implementations go live in weeks, not months, with best practices from 80+ client engagements.
Managed QAFlexible ModelFast Implementation
AI Call Scoring — QC GPT & Machine Learning
Generative AI (QC GPT) and machine learning models score contact center interactions automatically — evaluating agent compliance, customer handling, and sales behaviors against customized criteria. QC GPT leverages GPT-based language models purpose-built for quality control. ML models improve continuously as they process more calls.
QC GPTMachine LearningAutomated Scoring
Speech & Voice Analytics
AI-powered speech and voice analytics that analyze 100% of call recordings — extracting keywords, topics, sentiment, and compliance signals at scale. Eliminates manual sampling by processing every interaction automatically. Integrates with dual-channel recordings for speaker distinction and accurate data attribution.
100% CoverageSentiment AnalysisCompliance Detection
Human Scoring & AI Validation
Skilled human evaluators assess and score agent interactions for QA — and validate AI or speech analytics results flagged for low confidence or critical accuracy. Human corrections feed back into the AI to improve future accuracy. Designed for high-stakes compliance and sales verification scenarios where trusted data is non-negotiable.
Human EvaluatorsAI ValidationTrust Enhancement
Customized QA Scorecards
Precision feedback tools designed around each client's compliance, customer satisfaction, and sales performance requirements. Scorecards are built from existing quality forms, processes, and sample call reviews — and calibrated continuously as objectives evolve. Performance management tools allow managers to set improvement goals and deliver coaching feedback.
Custom CriteriaComplianceSales Performance
Performance Analytics & Reporting
Highly customizable dashboards deliver instant QA insights: agent rankings, scorecard performance, top missed items, calibration scores, and QA counts. Flexible data export across multiple file formats. Recordings, outcomes, annotations, and performance data retained for the duration of service and exportable to CRM records.
Custom DashboardsAgent RankingsCRM Export
Call Data Ingestion & PII Redaction
Direct integration with telephony platforms for automatic retrieval of call recordings and metadata. Pre-processing includes accurate speech-to-text transcription and automated PII redaction — suppressing personal information in both audio and transcripts before any QA review. Access on the platform is limited to redacted versions only.
Telephony IntegrationPII RedactionPrivacy Assurance
Compliance Monitoring
Systematic monitoring of agent interactions for regulatory compliance requirements — detecting script adherence, required disclosures, prohibited language, and mandatory call procedures. Compliance signals are surfaced in dashboards and flagged for review. SOC 2 Type 2 certified and GDPR compliant infrastructure ensures the QA data itself meets security and privacy standards.
Regulatory ComplianceSOC 2 Type 2GDPR
How It Works
Three-Step QA Process
Call Criteria processes every interaction through a structured pipeline — ingestion and preprocessing, QA review, and performance analytics — with each step configurable to the client's technology stack and compliance requirements.
- 01Ingestion & PreprocessingCall recordings and metadata retrieved via telephony integration. Transcription, PII redaction, and data enrichment applied before QA review.
- 02QA ReviewSpeech analytics, QC GPT, machine learning, or human evaluators — or any combination — score each interaction against customized criteria.
- 03Performance AnalyticsResults flow into dashboards with agent rankings, scorecard performance, coaching workflows, and flexible data export to CRM.
QA Review Options
Speech & Voice Analytics
Automated, 100% coverageQC GPT (Generative AI)
GPT-based quality controlQC GPT Fine Tuned
Client-specific model tuningAI Machine Learning
Improves with every callHuman Validation
AI error correction at scaleHuman Scoring
Fully manual expert reviewWhy Call Criteria
AI Driven and Verified by Humans — Accuracy You Can Trust
Call Criteria's differentiated approach combines AI automation with human validation. Speech analytics and AI models are powerful, but they produce errors — particularly in edge cases, accented speech, or complex compliance scenarios. Call Criteria's human validation layer checks AI results flagged for low confidence or critical accuracy, feeds corrections back into the AI, and builds the trust in QA data that high-stakes decisions require. Most QA automation vendors deliver AI only — Call Criteria delivers trusted data.
Solution Completeness — From People-Based Scoring to Advanced AI
Call Criteria is not a point solution for a single QA method. The platform spans the full spectrum from human scoring through speech analytics, QC GPT generative AI, and machine learning models — and clients can combine methods in any proportion. This means a contact center can start with human scoring and add automation as volume grows, or run AI across 100% of calls and apply human validation only to flagged interactions. The blend adapts to budget, volume, and accuracy requirements.
Fast Implementations — Value in Weeks, Not Months
Call Criteria's as-a-service model and proven implementation approach eliminates the infrastructure buildout that slows traditional QA deployments. The engagement begins with a current situation consultation and sample call review — producing recommendations and anticipated ROI before any commitment. Once underway, clients typically reach live QA operations in weeks. For contact centers that have been managing QA manually or not at all, this speed of time-to-value is a significant operational advantage.
Broad Experience — 80+ Clients, Best Practices Built In
Call Criteria has delivered QA programs for 80+ contact center clients across sales, service, and compliance use cases. That experience translates into best practices that new clients inherit from day one — in scorecard design, calibration, coaching workflows, and performance management. Most internal QA programs take years to develop institutional knowledge. Call Criteria arrives with it already built.
Enterprise-Grade Security — SOC 2 Type 2, GDPR, AWS, Azure
Contact center recordings contain sensitive customer data — payment information, health disclosures, personal identification — and the QA platform that processes them must meet enterprise security standards. Call Criteria is SOC 2 Type 2 certified, GDPR compliant, AWS certified, and Azure Security Engineer certified. PII redaction is applied automatically before any review. Access is limited to redacted versions of recordings and transcripts. For regulated industries, this compliance posture is a prerequisite, not a bonus.
Questions About Call Criteria QAaaS
Compare QA Providers
Call Criteria competes in the contact center QA and speech analytics space. Fibi evaluates all options to match your use case — compliance monitoring, sales coaching, or full QA automation.
CallMiner
Enterprise speech analytics platform focused on 100% interaction analysis. Strong on omnichannel analytics and compliance signal detection. Call Criteria differentiates with its human validation layer, managed service model, and faster implementation for mid-market contact centers.
NICE CXone QM
Large contact center platform with quality management as one module in a broader CCaaS suite. Suited for large enterprise deployments with existing NICE infrastructure. Call Criteria offers a standalone QA-focused service without requiring a full platform replacement.
Verint Quality Bot
Automated QA scoring within the Verint workforce engagement suite. Deep integration with Verint's broader analytics ecosystem. Call Criteria provides comparable AI scoring as a standalone service, with human validation and a consultative approach not typical of platform-native tools.
EvaluAgent
Cloud QA platform with automated scoring, coaching workflows, and agent engagement features. Mid-market focus with a strong coaching toolset. Call Criteria's QC GPT and machine learning models provide a more advanced AI scoring layer, backed by human evaluators for validation at scale.
Also evaluating other QA and contact center analytics solutions?
See if Call Criteria fits your contact center QA program
Fibi evaluates Call Criteria alongside other QA automation and contact center analytics platforms to match you with the right approach — whether you need automated scoring, human validation, compliance monitoring, or a combination of all three. Our advisory is funded by the provider at no cost to you.