100% QA Coverage Across Every Call, Ticket, and Chat
Automate quality assurance across your entire customer service fleet. Deliver instant rubric scoring with verifiable transcript quotes, automated SLA auditing, and dispute resolution workflows built for operational scale.
Book an appointment for a 15-minute product walkthrough, custom rubric review, or onboarding plan.
Native, 1-Click Connectors for Your Modern CX Stack
See How groundworkCX Evaluates Real Customer Interactions
Switch between Voice, Support Tickets, and Live Chat to inspect how our LLM Rubric Engine identifies evidence and calculates scores.
Customer: Marcus Vance
Today at 10:14 AM
The representative used the approved branded greeting and verified the customer record in the opening 10 seconds.
Representative acknowledged the urgency of the weekend deadline with clear active listening statements.
Directly queried shipment routing, communicated specific carrier hub status, and provided arrival window.
Investigation completed without placing customer on prolonged hold.
Interaction Coverage
Zero sampling blindspots across voice, tickets, and chats.
Faster QA Turnaround
Scores available within minutes of interaction completion.
Rubric Calibration Rate
High fidelity alignment with human supervisor standards.
Transparent Starting Seat
Or choose flexible per-minute usage billing for contact centers.
The Complete Quality Assurance Operating System
Deliver actionable accountability for hundreds of customer representatives across disparate communication channels and CRM platforms.
Zero-Sampling Blindspots
Traditional QA evaluates only 2% to 5% of monthly interactions. groundworkCX scores every single interaction, instantly isolating regulatory compliance risks and customer friction patterns before they compound.
Verifiable Evidence & Reasoning
Every score point is accompanied by the exact customer phrase or representative quote that triggered the deduction or credit. Subjective auditing gives way to transparent, reproducible evaluations.
Closed-Loop Representative Coaching
Transform QA evaluations into direct skill enhancement. Automatically identify root-cause knowledge gaps and deliver focused coaching feedback directly to representative profiles.
Friction-Free Dispute Calibrations
Give representatives an immediate voice with in-app dispute workflows. Supervisors review contested criteria with side-by-side evidence, maintaining team morale and audit consistency.
Agent Foundry AI Synthesis
Mine golden conversational turns, customer handling techniques, and tool usage patterns from your highest-scoring human representatives. Automatically distill those exemplars into production AI agent prompts.
Multi-Agent Collective Reviews
Complex customer interactions often involve handovers across multiple representatives. groundworkCX automatically tracks transfers, attributing joint accountability and collective team scores.
One Evaluator for All Customer Touchpoints
Eliminate siloed QA spreadsheets. Ingest, transcribe, and grade telephony calls, helpdesk tickets, and live chat sessions within a single pane of glass.
Voice Call Audio QA
Dual-track audio transcription with millisecond speaker diarization. Detect dead air, caller interruptions, hold time thresholds, and regulatory disclosures automatically.
- Five9, Genesys, Twilio, Amazon Connect
- Automated speech-to-text with audio playback
- Auto-fail detection on compliance disclosures
Support Tickets & Email QA
Full chronological message thread analysis. Audit first-response SLAs, resolution accuracy, policy fidelity, and customer sentiment trajectory across email interactions.
- Zendesk Support, Kustomer, Gorgias, Freshdesk
- First-touch resolution (FTR) auditing
- Threaded multi-agent handover tracking
Live Chat & Messaging QA
Turn-by-turn conversational analysis. Measure representative latency between turns, adherence to brand tone, macro customization, and prompt resolution.
- Zendesk Chat, Intercom, LiveChat, Crisp
- Per-turn response speed benchmarks
- Customer satisfaction sentiment correlation
Predictable Seat Pricing as Low as $10 / Month / Agent
Choose the financial model that fits your operational structure. Select flat per-agent monthly seats for unlimited multichannel QA, or opt for usage-based per-minute audio QA billing to support seasonal volume shifts.
Ready to Transition from Spot Checks to 100% QA Coverage?
Schedule a personalized appointment with our solutions team. We will review your existing scorecards, map your contact center connectors, and configure an initial evaluation cohort.
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