Quality CX 360 Suite

Score every customer interaction.
Not just a sample.

AI-powered interaction analytics that automatically scores 100 percent of your customer conversations across voice, chat, email, and letters. Quality and compliance results delivered within 24 hours, with no manual work required.

100%

Coverage no sampling

24h

Time to insight

CX Levels I · P · O

Fully automated via API

Quality CX 360Overview Interaction Analytics Quality Audit Tool I · P · O

Interaction Analytics

The fastest signals from the front lines with Interaction Analytics.

Every customer conversation holds intelligence but most organisations only ever review a fraction of them. Quality CX 360 Interaction Analytics automatically evaluates every customer interaction at scale, without sampling, without manual scoring, and without delay. AI-powered analysis of voice calls, chat threads, email, and written correspondence automatically scored, categorised, and delivered within 24 hours.

Platforms like Qualtrics and Medallia have pioneered post-survey feedback. Synopticom goes further combining perception data from surveys with real-time interaction signals, giving you both what customers said in the moment and what they felt afterwards in a single unified view.

At a glance

100% coverage

Every interaction scored no sampling

Results in 24 hours

From raw interaction to structured insight

Fully automated via API

Zero manual work API-native pipeline

3 intelligence levels

Deploy one, add depth as you grow

Supported channels

Every channel. One unified intelligence layer.

Interaction Analytics ingests and analyses customer interactions regardless of channel voice, digital, or written. All output is normalised to the same structured format, enabling cross-channel comparison and trend analysis.

Voice Calls

Speech-to-text + AI scoring

Call recordings are transcribed, then analysed for sentiment, emotion, topic, quality, and compliance. Works with all major call centre platforms including Genesys, Avaya, Cisco, Amazon Connect, and NICE.

L1 · L2 · L3 supported

Text & Chat

Real-time digital channels

Live chat transcripts, chatbot sessions, WhatsApp threads, and social messaging ingested via Zendesk, Intercom, LiveChat, or direct API. Analysed for intent, frustration signals, and resolution quality.

L1 · L2 supported

Email & Correspondence

Written digital channels

Customer service emails, support tickets, and CRM-logged correspondence analysed end-to-end. Captures tone escalation, unresolved intent, and compliance breaches in written communications.

L1 · L2 · L3 supported

Written Letters

Scanned & OCR pipeline

Physical correspondence scanned, OCR-processed, and fed into the same AI pipeline. Critical for regulated industries banking, insurance where formal written complaints require documented audit trails.

L1 · L2 · L3 supported

API-native pipeline: All channels connect via secure REST API. Standard integration takes 1–2 business days. No code changes required on your side FTP/CSV, direct DB, and webhook delivery also supported.

Intelligence Levels

Three levels. Deploy one. Add depth as you grow.

Unlike platforms that bundle all analytics into a single opaque score, Quality CX 360 gives you modular intelligence. Start with descriptive facts on Day 1, layer in quality evaluation, then add compliance checking paying only for what you need.

L1 · Descriptive

What Happened?

Facts only no evaluation

The foundation layer. Every interaction is parsed into structured facts who said what, how they felt, what topics were raised, and what happened. No judgement, no scoring pure signal. This alone gives teams a searchable, tagged record of 100% of interactions that most CX platforms cannot provide.

Sentiment Positive / Neutral / Mixed / Negative per speaker turn
Emotions Breakdown by type and share (e.g. 70% Distress, 20% Anger)
Topic / Category Delivery · Payment · Complaint · Onboarding · etc.
Keywords Extracted phrases for search, trending, and root-cause
Summary 1–3 sentence neutral factual description per interaction

Live example

"I've been waiting three days and no one answers."

Sentiment

Negative

Emotions

Distress 70% · Anger 20%

Topic

Delivery Failed SLA

Keywords

waiting · no reply · three days

Summary

Customer flagged delayed order with no agent response.

Chat €0.03 · Call €0.03 + €0.02/min · Letter €0.04

L2 · Quality

How Did It Go?

Service quality · up to 30 weighted criteria

Level 2 evaluates service quality against universal communication standards. Where Medallia or InMoment rely on customers to report quality through post-interaction surveys, L2 infers quality directly from the interaction itself giving you an unbiased, 100%-coverage picture of how every agent is performing, not just the ones whose customers chose to respond.

All Level 1 indicators included
Quality Score Courtesy · Clarity · Empathy · Structure · Pace
Business Impact Low / Medium / High risk classification
Key Insights what the agent did well, interaction by interaction
Improvement Areas specific, actionable coaching opportunities
Result ✅ Good · ⚠️ Medium · ❌ Needs attention

Why this matters: Traditional QA teams sample 2–5% of calls. L2 scores 100% uncovering the systematic issues that sampling misses entirely.

Chat +€0.05 · Call +€0.05 · Letter +€0.06

L3 · Compliance

Rules Followed?

Procedures, scripts & regulatory · up to 30 rules

Designed for regulated industries banking, telco, insurance, BPOs Level 3 checks every interaction against your internal procedures, mandatory scripts, and applicable regulatory requirements. Replaces or augments manual compliance review teams with a documented, auditable, automated system.

All Level 1 + Level 2 indicators included
Procedures were all required steps completed?
Scripts were mandatory phrases and disclosures used?
Regulatory Banking · Telco · Insurance · GDPR checks
Violations flagged with explanation and severity level
Audit Trail per-criterion exportable record, ✅ / ❌ per rule

Stacks on L1 + L2: All three levels are cumulative L3 gives you the complete picture: what happened, how it went, and whether rules were followed.

Call +€0.07 · Letter +€0.10 (stacks on L1+L2)

Why Quality CX 360

Fully automated. Modular. Enterprise-ready.

Purpose-built for organisations that have outgrown manual QA sampling and survey-only listening programmes.

Fully automated

Interactions are scored entirely via API zero manual work once integrated. Unlike solutions requiring QA team configuration or ongoing model training, Quality CX 360 is ready from day one and scales linearly with your interaction volume.

Modular intelligence

Deploy Level 1 today, add Level 2 quality scoring next quarter, add compliance checking when ready. Each level stacks on the previous no rework, no migration, no new integration required. Pay only for the depth you use.

Enterprise compliance

Built for banking, telco, insurance, and BPOs where regulatory requirements demand documented proof of compliance. Every interaction produces an exportable audit trail reviewable, defensible, and regulator-ready.

Decision-ready data

Structured output delivered to your portal, CRM, or BI tool from Day 1. Push to Salesforce, Dynamics, Tableau, or Power BI via REST API or webhook. Results are formatted for action not for further processing.

Integrations & onboarding

Connects to your existing systems.

No code changes required on your side. REST API, FTP/CSV, direct DB, or webhook whichever fits your stack.

Call centre

Genesys · Avaya · Cisco · Amazon Connect · NICE

Call recordings, metadata, IVR logs all L1 · L2 · L3

L1·L2·L3

Chat & messaging

Zendesk · Intercom · LiveChat · WhatsApp Business

Transcripts, bot sessions, ticket threads

L1·L2

CRM & email

Salesforce · Dynamics · HubSpot

Customer profile, case history scores pushed back automatically

Bidirectional

BI & dashboards

Tableau · Power BI · Qlik

Scheduled or real-time API feed your format, your schema

API

WFM & coaching

Verint · Calabrio · NICE WFM

Compliance flags and coaching prompts pushed to agent workflows

Webhook

From integration to first insight in under 48 hours.

Select your level

Choose L1, L2, or L3 based on your immediate needs. Add levels at any time no rework required.

Define scope

Channels, interaction volumes, languages, and compliance requirements. We configure templates and audit forms together.

API integration

Standard REST integration in 1–2 business days. No changes needed on your side. We handle the pipeline.

Live results from Day 1

Portal, dashboard, and API output active from the first scored interaction. AI flags surface immediately in your tools.

Ready to see Quality CX 360 in action?

From integration to first insight in under 48 hours. Request a demo and we'll walk you through the platform.

Request a demo →[email protected]

Frequently Asked Questions

What is interaction analytics in customer experience?

Interaction analytics is the automated analysis of customer conversations, including voice calls, chat transcripts, emails, and written correspondence. AI scores each interaction for sentiment, emotion, topic, quality, and compliance. Unlike post-survey feedback, interaction analytics analyses what actually happened in the conversation rather than what the customer remembered afterwards.

What is the difference between interaction analytics and post-survey feedback?

Post-survey feedback captures customer perception after an event. Interaction analytics captures what actually happened during the conversation itself. The two complement each other: survey data tells you how customers felt, while interaction analytics tells you why they felt that way. Synopticom combines both in one platform.

What is a quality audit tool in a contact centre?

A quality audit tool is a structured framework for evaluating employee performance and service quality. It replaces manual spot-checking with a repeatable, scored evaluation process. Synopticom's Quality Audit Tool supports role-specific evaluation forms, weighted scoring, pass/fail logic, and automated reporting.