The industry standard forces QA teams to rely on a 2% sample. Calibrate uses AI trained on your top reviewers to score every single conversation—at scale, automatically, with unparalleled accuracy and a total cost advantage that transforms your operations.
Calibrate plugs into the call recordings you already have. No changes to your phone system, no new software for agents, nothing added to the live call.
A read-only connection to your call platform picks up each recording as it lands — inbound, outbound, and transfers, across every queue.
Each call is transcribed and reviewed against your actual policy documents — with every flag citing the exact clause and the exact moment in the call.
Results land in your QA dashboard, Salesforce, or Zendesk within minutes of the call ending — ranked by what's most worth a manager's attention.
The leading advisory firms agree: relying on manual sampling means you are making compliance and coaching decisions while entirely blind to 98% of your customer conversations.
“The vast majority of contact centers evaluate just 1% to 3% of their total interactions.”
“Replacing sample-based manual reviews with 100% automated AI transcript monitoring drives a 20% to 30% reduction in total QA costs.”
“Organizations consistently overestimate performance and miss the systemic policies actually blocking resolution.”
Upload your real SOPs, compliance scripts, and escalation policies. Calibrate evaluates every call against the specific rules your company runs on, and every score cites the exact clause behind it.
Calibrate notices when your best agents consistently do something your policy docs never mention — a phrasing that de-escalates, a step that prevents callbacks. It proposes the pattern; your QA lead decides whether it becomes part of the rubric.
A single bad call can look fine on its own. Calibrate links calls by customer and reviews the whole journey — so a customer who called five times about the same unresolved issue gets flagged, even when every individual agent scored well.
Calibrate isn't a keyword spotter. It evaluates intent, compliance, and tone the way a senior reviewer would — then does it for every call, not a sample.
Your existing QA scorecard, applied consistently across inbound, outbound, and transferred calls — no sampling, no reviewer-to-reviewer drift.
Missed disclosures, skipped verification, mishandled holds — each flag cites the policy clause and the exact second in the call it happened.
Tracks customer sentiment throughout the call, flagging interactions that escalated or ended without resolution.
Automatically clips the exact moments worth reviewing, saving managers from scrubbing through 40-minute recordings.
Individual scorecards roll into team and queue-level trends, so patterns show up weeks before they show up in CSAT.
Scorecards and rollups push into Salesforce, Zendesk, your BI tool, or a weekly digest — Calibrate feeds your reporting, it doesn't trap it.
A single AI prompt misses context, just like a single rushed human reviewer. Calibrate routes every call through a specialized, multi-agent pipeline that cross-checks findings before a final score is ever generated.
Converts the raw recording into a speaker-separated transcript, specifically tuned for heavy accents, crosstalk, and background noise.
Scans the transcript line-by-line strictly against your uploaded policy library, flagging any compliance deviations with exact citations.
Independently reads the same call to measure customer frustration, agent empathy, and successful de-escalation tactics.
Synthesizes the findings from all previous layers, resolves any conflicting data, and outputs the final, highly-accurate scorecard.
Drag the sliders to your numbers. Choose your target AI coverage — even starting at 25% or 50% gives you dramatically more visibility than today's 2% manual sample, at a fraction of the equivalent human cost.
* Prices shown are estimates based on provided call volumes. Final pricing may vary based on average handle time (AHT), call complexity, integration requirements, and other factors specific to your environment.
Individual scorecards roll up into the numbers your team actually reports on — coverage, compliance, agent performance, and repeat-contact trends, updated as calls come in.
No changes to how calls are placed or recorded, and nothing new for agents to learn. The pace depends mostly on how quickly your team can grant access and review the calibration batch.
A read-only integration to your AWS Connect, Zendesk Talk, or Genesys recordings. Your IT team grants access; nothing changes in your telephony setup.
Bring your existing scorecard and policy documents. Calibrate maps them into citable rules — you review the mapping before anything is scored.
Calibrate scores a batch of calls your QA team has already reviewed manually. The rubric is tuned until the two sets of scores agree — this is where the 94% figure comes from, measured on your calls, not a benchmark.
Every call gets scored automatically. Your QA team’s time shifts from sampling and scrubbing recordings to coaching agents and tightening policy.
Get 1 month of full platform access and up to 1,500 calls scored automatically. Apply now and we'll map your existing QA rubric in under 48 hours.