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
3
Intelligence levels
AI
Fully automated via API
Quality CX 360OverviewInteraction AnalyticsQuality Audit ToolI · 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 Level 1, 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.

Level 1Level 2Level 3
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.

Level 1Level 2
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.

Level 1Level 2Level 3
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.

Level 1Level 2Level 3
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.

Level 1 Level 2 Level 3 cumulative
1
Level 1
Descriptive
Foundation
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.

Signals returned
  • 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
  • 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.
2
Level 2
Quality
Most adopted
How did it go?
Service quality · up to 30 weighted criteria

Level 2 evaluates service quality against universal communication standards. Where survey-only platforms rely on customers to report quality after the fact, Level 2 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.

Adds on top of Level 1
  • 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 per interaction
Goodmeets standard, no action
Mediumcoaching opportunity flagged
Attentionescalated for review
Why this matters: Traditional QA teams sample 2–5% of calls. Level 2 scores 100% uncovering the systematic issues that sampling misses entirely.
3
Level 3
Compliance
Regulated
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.

Adds on top of Level 1 + Level 2
  • 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 rule
Identity verification completedPass
Mandatory disclosure readPass
Complaint logged in CRMBreach
Every criterion exportable as a documented, regulator-ready record.
Stacks on Level 1 + Level 2: all three levels are cumulative Level 3 gives you the complete picture: what happened, how it went, and whether rules were followed.
How levels sit in your programme
Levels describe depth, not company size.

The same three levels are available to every client, SME and large enterprise alike there is no reduced version for smaller organisations. Interaction analytics is added to your annual programme fee, scoped alongside your modules, and confirmed in a single quote. What changes with company size is the scale of your programme: how many interactions you analyse, how many channels feed in, and how many markets you cover.

See how we price →
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. 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 Level 3 compliance checking when ready. Each level stacks on the previous no rework, no migration, no new integration required.

Enterprise compliance

Built for banking, telco, insurance, and BPOs where regulatory requirements demand documented proof. 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.

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
Level 1–3
Chat
Zendesk · Intercom · LiveChat · WhatsApp Business
Transcripts, bot sessions, ticket threads
Level 1–2
CRM
Salesforce · Dynamics · HubSpot
Customer profile, case history scores pushed back
Bidirectional
BI
Tableau · Power BI · Qlik
Scheduled or real-time API feed your format, your schema
API
WFM
Verint · Calabrio · NICE WFM
Compliance flags and coaching prompts pushed to agents
Webhook
From integration to first insight in under 48 hours.
01
Select your level

Choose Level 1, Level 2, or Level 3 based on your immediate needs. Add levels at any time no rework required.

02
Define scope

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

03
API integration

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

04
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 →Talk to sales
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.