Stop reviewing samples. Understand every eligible call.
Eazy Call QA
Eazy Call QA is a conversation intelligence platform that ingests, transcribes and scores 100% of eligible sales and support calls against custom QA scorecards. Every score is linked to the exact transcript moments that justify it, reviewers calibrate against AI scores in a shared workspace, and coaching plans are built from repeated behaviours rather than isolated calls. Its distinguishing capability traces recurring failures beyond the agent to the script, policy or process that caused them.
- 01Call 48211 · 6m 12s · Collections · Kannada/English
- 02Discovery 18/20 · Compliance 25/25 · Pricing explanation 4/20
- 03Evidence: 02:41 "the rate is… let me check" · 03:05 customer confusion
- 04Pattern: 38 agents fail pricing explanation since Script v4.2
What AI listens for
Beyond keywords, the platform detects the moments that decide a conversation's outcome and its compliance.
Discovery questions
Objections and responses
Compliance disclosures
Sentiment shifts
Escalation triggers
Resolution and next steps
Competitor mentions
Closing behaviour
Outcomes and promises
Detection is language-aware, including code-switched Indian-language calls, and every detected moment is time-stamped in the transcript so a reviewer can jump to it. Redaction rules remove card numbers and identifiers before storage.
Build your own QA standard
Scorecards are yours: criteria, weights and evidence requirements per team, campaign and call type, from sales to collections to compliance.
| Criterion | Weight | Evidence required |
|---|---|---|
| Greeting and identification | 10 | Opening 20 seconds |
| Discovery | 20 | Questions asked and answered |
| Product accuracy | 20 | Claims matched to approved content |
| Compliance | 25 | Mandatory disclosures present |
| Resolution | 15 | Outcome stated and confirmed |
| Closing | 10 | Next step agreed |
Scorecards version with your policies. When compliance wording changes, the scorecard changes with it and historical scores keep their original version, so trends stay honest across policy updates.
From call to coaching
Scores are the start. Patterns across an agent's calls become a coaching plan, with the evidence attached so the conversation with the agent is about facts.
Coaching plans are built from repeated behaviours across an agent's calls, with the transcript evidence attached, and appeals are handled in the same workspace so disputed scores are resolved with the recording in view.
- 01
Call
- 02
Evidence
- 03
Score
- 04
Pattern across calls
- 05
Coaching plan
- 06
Improvement measured
QA-to-process causal loop
When the same failure appears across many agents, the cause is rarely the agents. Eazy Call QA correlates the failure with script version, policy, product issue, campaign, knowledge article or process step, recommends the operational artefact most likely responsible, and measures whether the fix reduced the failure after release.
- 0138 agents fail pricing explanation
- 02Failures begin after Script v4.2
- 03Unclear pricing section identified
- 04Script updated to v4.3
- 05Failure rate measured before and after
- This makes QA useful to operations, product and policy owners, not only QA managers.
The loop closes with measurement: after the artefact is changed, the same failure is tracked across the same teams for a defined period, and the before-and-after comparison is reported to the owner who made the change. This is how QA moves from a cost centre to a source of operational improvements with evidence attached.
Conversation intelligence command centre
One view of quality and risk across the organisation, with drill-down to the calls behind every number.
Teams, campaigns and agents with trends
Recurring issues and root-cause analytics by product, issue and segment
Customer sentiment and journey stitching across repeated interactions
Appeals, reviewer notes, audit trail and high-risk manual review queues
Configurable redaction and retention
Journey stitching links repeated interactions from the same customer across channels, so a complaint that spans three calls and a chat is analysed as one story rather than four unrelated scores.
Works with tools you already use
Eazy Call QA connects to the systems you already run and to the wider Eazyware intelligence layer, so answers, documents, knowledge and metrics can move between products.
We've got answers
Everything you need to know about Eazy Call QA before early access.
Does it score every call?
Yes, every eligible call, with configurable eligibility rules and redaction; sampling becomes a calibration tool rather than the method.
How do we know an AI score is fair?
Every score links to the transcript moments behind it, and the calibration workspace compares AI, human and disputed scores so the standard is shared.
Which languages are supported?
English and major Indian languages including code-switched calls, benchmarked on your own recordings during onboarding.
Is it only for QA teams?
No. The causal loop gives operations, product and policy owners evidence about which artefacts cause repeated failures and whether fixes worked.
How is customer data protected?
Redaction, role-based access, audit trails and regional or private deployment; recordings are never used to train models for others.
When is it available?
Eazy Call QA is Live Soon; early-access customers start with one team and one scorecard.
Every conversation becomes evidence.
Join early access and bring last month's recordings.
- No commitment; we reply within two working days
- Onboarding with your own data and documents
- Launch pricing for early-access customers
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