Automated call evaluation
Apply consistent criteria across eligible calls.
AI-Powered Call Quality Software
Turn Every Customer Conversation Into Measurable Intelligence
CitrusIQ helps contact centers evaluate call quality at scale. Automatically analyze conversations, apply configurable scorecards, identify coaching opportunities, and understand what customers and agents are saying across thousands of calls.
Inbound
Outbound
Quality
Manual Call Reviews See Only Part of the Picture
Traditional QA programs review only a limited selection of calls. Important customer concerns, agent behaviors, risks, and operational patterns can remain hidden. CitrusIQ enables broader and more consistent analysis while directing human reviewers to conversations requiring judgment.
Custom QA scorecards
Configure categories, questions, weights, and logic.
Transcription & summarization
Review speaker-separated text and concise call summaries.
Customer signals
Track estimated sentiment, effort, frustration, and recovery indicators.
Agent coaching insights
Prioritize evidence-linked development opportunities.
Critical-call identification
Direct qualified reviewers to calls requiring judgment.
Conversation search
Ask operational questions across transcripts.
Dashboards & reporting
Understand quality, experience, sales, and operational trends.
CONVERSATION VIEW
Every Finding Connected to the Call
Demonstration data shows how authorized reviewers can inspect, edit, approve, or override AI-assisted findings.
Support call · 04:18
AI-generated summary
Customer reported a damaged delivery. The agent acknowledged the issue and initiated a replacement.
Overall QA score91
IntentReplace damaged item
Opening sentimentNegative
Closing sentimentPositive
OutcomeReplacement arranged
Recommended follow-upConfirm dispatch
Evaluate More Calls With Consistent Quality Standards
Build scorecards around the behaviors and outcomes that matter to your operation. CitrusIQ applies the selected criteria and presents supporting conversation evidence for each result.
| Quality category | Example evaluation |
|---|---|
| Opening | Did the agent provide the required introduction? |
| Discovery | Did the agent understand the customer's primary need? |
| Communication | Was the information clear and professional? |
| Empathy | Did the agent acknowledge the customer's situation? |
| Accuracy | Did the agent provide correct and approved information? |
| Resolution | Was the request resolved or properly escalated? |
| Sales effectiveness | Did the agent address relevant objections? |
| Closing | Were the outcome and next steps clearly confirmed? |
Every score can include transcript evidence, call timestamps, and configurable evaluation logic.
See the Customer Experience Beyond a Single Sentiment Score
- Overall estimated sentiment
- Opening and closing sentiment
- Sentiment trend
- Positive-to-negative shift
- Negative-to-positive recovery
- Frustration indicators
- Customer-effort indicators
- Repeated questions
- Unresolved concerns
- Escalation requests
- Cancellation signals
- Resolution confidence
Coaching That Develops People
- Quality-score trends
- Strengths by category
- Coaching priorities
- Customer sentiment by agent
- Resolution performance
- Escalation frequency
- Talk-to-listen balance
- Interruptions
- Silence indicators
- Coaching history
- Improvement over time
Supervisor overview
Demonstration dataCalls analyzed
1,284
Average QA
88
Review queue
24
Critical risk
3
Search Conversations Like Business Data
AI-assisted results link every finding to supporting calls and transcript evidence.
Show calls where customers asked to cancel.
Find sales calls with pricing objections.
Show unresolved support calls with negative closing sentiment.
Find conversations where a competitor was mentioned.
Show agents whose empathy scores improved this month.
Find calls transferred after a supervisor request.
Call analyzed
Findings generated
Priority flagged
Reviewer validates
Coaching assigned
Improvement tracked
AI evaluations may require human review, especially for subjective, sensitive, regulated, or high-impact decisions.
Ready to Put Every Call to Work?
Use CitrusDial to automate inbound and outbound conversations. Use CitrusIQ to evaluate quality, improve performance, and uncover customer intelligence across every interaction.
Tell us about your call volume, use cases, integrations, languages, and quality requirements. We will help you design the right deployment.