A handful of calls
Reviewers hear a few calls per agent each month. Everything else, the excellent and the risky, goes unheard.
Product
Everything a quality team does, on every call
Elevox CX brings quality assurance, coaching and insight together, built around the audio and the evidence. Everything on this page works today; what doesn't yet is marked coming soon.
The problem
Manual QA can't keep up with the calls you take
Quality teams do careful work, but a person can only listen to so many calls.
Scores that depend on who listened
Two reviewers can hear the same call differently, and the agent can't see why a score was given.
Feedback that arrives weeks later
By the time a review reaches the agent, the call is a memory and the habit has set.
Quality and AI scoring
Score every call, and show your working
Your scorecards, answered on every conversation you send, with the evidence for each answer and people in charge of what gets published.
Every call, not a sample
Each conversation you send is transcribed, analysed and scored against your scorecards.
Scores you can check
Reasoning, quotes with timestamps checked against the transcript, a confidence, and the AI version behind each answer.
Review routed by confidence
Uncertain or high-risk answers go to a reviewer; confident ones can publish automatically, by rules you set for each scorecard.
Calibration
Score the same calls side by side and see where evaluators differ, so standards stay consistent.
Disputes
Agents and team leaders can dispute a result; disputes go to a review queue and every decision is recorded.
Work queues
Queues fill from saved filters on a schedule and share each cycle's sample between evaluators.
Coming soon to quality
Email quality analysis
How agents communicate by email, scored on scorecards that know the channel.
Coming soonKnowledge-grounded scoring
Score against your own policies and knowledge base, kept in step with where they live.
Coming soon
Coaching
Turn every score into advice
A score with no next step is unfinished. Elevox turns results into notes, feedback and conversations that change the next call.
Coaching notes
For each call, the moment to replay and what to say instead, reviewed by a team leader or released automatically above a threshold you set.
Feedback
Feedback agents acknowledge, linked to the evidence it is about.
Actions
Actions with an owner, a due date and a conversation thread.
1-to-1s
A calendar of 1-to-1s with a record of each, and focus items picked from the evidence.
Results agents can see
Agents see their results with the reasoning, and can dispute them.
The agent profile
Each agent's coaching headline with their evaluations, feedback, actions and notes in one place.
Coming soon to coaching
Real-time agent assist
Guidance for agents during live calls on Amazon Connect.
Coming soonAI performance summaries and coaching plans
A summary of each agent's performance with its evidence, coaching plans with goals, and AI-drafted 1-to-1 agendas.
Coming soonStrengths and development insights
Each agent's strengths, improvement areas and development opportunities, drawn from their results.
Coming soonAI roleplay practice
Agents rehearse the moments they struggled with against a simulated customer, and are scored on the same scorecard.
Coming soonLearning
Lessons, quizzes and learning paths, with a lesson assigned automatically after repeated misses of the same item.
Coming soonBadges and recognition
Badges awarded in evaluations and shown on profiles, to recognise good work.
Coming soon
Insights
See the pattern, then open the calls
Every role starts from what matters to them, and every number leads back to the conversations behind it.
A home for each role
The work waiting for you and your team's numbers, for the range you choose.
Dashboards
Dashboards built from a full set of widgets and shared with your team.
Reports
Any date range, compared with the team and the organisation, where every number opens the calls behind it.
Contact reasons
Why customers contact you, for every conversation, rolled up by team and channel.
Sentiment
Sentiment for each party across the call, and where it changed.
Predicted NPS, CSAT and effort
Predicted from every analysed conversation, with the evidence behind each.
Coming soon to insights
Holistic CX score
Calls, emails and cases scored as one journey, per case and per agent, without averaging away anyone's own evaluation.
Coming soonCSAT questionnaires
Standard and dynamic surveys after a call or case, built from what actually happened, with predicted CSAT calibrated against the real answers.
Coming soonAsk your conversations
Questions in plain language, answered from your conversations with the evidence.
Coming soonEmerging themes
New topics and contact drivers spotted automatically as they start to grow.
Coming soonEscalation index and richer acoustic signals
Loudness and pitch trends combined with overtalk and sentiment, to find calls heading the wrong way.
Coming soonScheduled reports and PDFs
Reports sent on a schedule, as PDFs, to the people who need them.
Coming soon
Why Elevox vs legacy QA tools
A different starting point
Many QA tools were built around manual sampling or transcripts alone. Here is how Elevox approaches the same jobs.
| Capability | Typical legacy or transcript-only tools | Elevox CX |
|---|---|---|
| Coverage | A sample chosen by hand | Every call you send is analysed |
| What is analysed | The transcript | The transcript and the audio itself |
| Why a score was given | Often the score alone | Reasoning, timestamped quotes and the AI version behind each score |
| Human oversight | A fixed share reviewed at random | Review routed by confidence and risk |
| Changing a scorecard | Often locked once in use | Versioned: past evaluations keep their version |
| AI quality control | Varies by vendor | Gold-set tests gate every AI change |
The comparison describes common approaches in the market, not any one product. Capabilities differ between vendors and versions.
Ready to hear every call?
Request access and we'll arrange a demo on recordings like yours.