Leaptree Optimize | AI-Powered Contact Center Quality Assurance (QA)

EVALUATE EVERY CONTACT CENTER INTERACTION Move beyond QA sampling. Evaluate calls, chats, emails, cases, Zoom calls, and AI-agent interactions with consistent, AI-powered scoring.

RUN CONTACT CENTER QA INSIDE SALESFORCE No spreadsheets. No external tools. Keep QA, case context, workflows, dashboards, and reporting fully connected inside Salesforce.

INCREASE QA COVERAGE WITH LESS MANUAL WORK Use AI-powered automation to audit large QA workloads, reduce manual reviews, and scale QA across more interactions with up to 75% productivity gains.

MONITOR COMPLIANCE AND CUSTOMER EXPERIENCE Identify compliance risks, customer pain points, and performance trends. Use AI-driven analysis and large text analysis to detect sentiment, dissatisfaction, and keywords across conversations.

TURN QA INSIGHTS INTO COACHING AND PERFORMANCE IMPROVEMENT Deliver clear, data-backed feedback tied to real interactions. Improve agent performance with structured coaching workflows, personalized CX dashboards, and gamification features.

GAIN FULL VISIBILITY INTO CONTACT CENTER PERFORMANCE Track individual and team performance with dashboards and advanced reporting. Surface trends, insights, and signals across all customer interactions.

CONFIGURE QA FOR YOUR CONTACT CENTER Build flexible, intelligent scorecards on any Salesforce object, standard or custom. No code required. Business users can easily configure QA without IT support.

ALIGN AND CALIBRATE EVALUATIONS Use QA calibration to compare evaluator responses and ensure consistent, fair, and standardized scoring across teams.

SUPPORT GLOBAL CONTACT CENTER TEAMS Leverage Salesforce Translation Workbench to run QA programs across multiple languages and regions.