Comprehensive Quality Assurance for Every Customer Channel
Modern contact centers interact with customers across voice, email, and instant messaging. groundworkCX normalizes and grades all interactions against your custom business rubrics.
Dual-Channel Audio Ingestion & Turn-by-Turn Telephony Analysis
Connect your CCaaS provider or telephony recordings through secure SFTP or cloud storage. Our pipeline separates representative and customer channels, generating word-level timestamps, hold-time audits, and compliance checks.
Separates speaker turns with millisecond accuracy to track interruptions and cross-talk.
Monitors silence thresholds and hold compliance without manual scrubbing.
Flags mandatory disclosures, recording consent announcements, and payment security steps.
Analyzes caller emotional trajectory from opening greeting through closing confirmation.
Thread-Aware Audits for Support Tickets & Written Responses
Analyze complete email threads chronologically. Evaluate whether initial response SLA targets were met, verify the accuracy of technical guidance, and detect repeated back-and-forth loops.
Measures whether the inquiry was fully solved on the initial reply without unnecessary escalations.
Identifies template adherence while rewarding thoughtful, contextual personalization.
Maintains unified ticket scorecards across multiple team members contributing to the thread.
Cross-checks written terms, return periods, and warranty commitments against your guidelines.
Turn-by-Turn Chat Auditing & Latency Benchmarking
Real-time messaging requires rapid responses and concise communication. groundworkCX measures per-turn latency, greeting clarity, knowledge base reference fidelity, and closing professionalism.
Monitors second-by-second representative response delays between incoming customer messages.
Correlates representative chat load with quality consistency and customer sentiment.
Unify Your Contact Center Quality Assurance
Schedule a product walkthrough with our team to see how your specific voice, ticket, and chat data flows through the groundworkCX engine.