Quality Monitoring uses conversational analytics (including Speech Analytics) to systematically assess the quality of customer interactions on a large scale.
Whereas manual monitoring is limited to occasional listening sessions, automated QM continuously scans 100% of conversations—freeing up the evaluator to focus on value-added analysis.
Whereas manual monitoring is limited to occasional listening sessions, automated QM continuously scans 100% of conversations—freeing up the evaluator to focus on value-added analysis.
Manual vs. Automatic Comparison
| Criterion | Manual monitoring | Cross CX Automatic QM |
|---|---|---|
| Volume analyzed | 1 to 5% of interactions | 100% of interactions |
| Time per assessment | 15 to 30 minutes | A few seconds |
| Channel coverage | Mainly vocals | Voice, email, chat, social media — omnichannel |
| Reproducibility | Varies by evaluator | Consistent and objective criteria |
| Responsiveness | Offset (days/weeks) | Real-time or post-interaction |
| Coaching & Initiatives | Manual, post-listening | Automatedcorrective action plans |
The modules in question
