Core & Advanced BPO Capabilities
Navikzaa's core platform automates post-call QA at scale. For organizations with live oversight needs, real-time capabilities can be deployed as an advanced solution.
Core Post-Call QA Capabilities
Included in core Navikzaa deployments to automate post-call QA across recorded calls.
Automated Post-Call Review
Batch process recorded conversations automatically against your organization's custom QA scorecards.
Automated Compliance Flagging
Detect script deviations, mandatory disclosures, and compliance requirements across call recordings.
Smart Issue & Pattern Detection
Identify recurring interaction patterns and surface conversations that may require supervisor review.
Coaching Insights
Identify conversation moments and recurring behaviors that may provide useful coaching opportunities for supervisors.
Agent Tone & Sentiment Analysis
Analyze conversational signals to identify potential customer experience and communication concerns.
Scalable Call Evaluation
Expand QA coverage beyond limited manual sampling with systematic evaluation of recorded calls.
Agent & Team Evaluation
Compare QA performance across agents, teams, shifts, campaigns, or other relevant groups to identify trends and areas for improvement.
Compliance Rules Engine
Configure custom compliance protocols for different campaigns, processes, and organizational requirements.
Advanced Real-Time Monitoring Capabilities
Can be developed and deployed based on client requirements for live operational oversight.
Real-Time Call Monitoring
Live call-stream monitoring for client operations requiring immediate visibility.
Live Compliance & Script Alerts
Trigger real-time notifications when mandatory disclosures, compliance requirements, or script conditions are missed.
Real-Time Agent Guidance
Deliver live prompt suggestions and script guidance to agents during active calls.
Supervisor Live Intervention Workflows
Enable supervisors to join live calls or trigger immediate coaching workflows during active interactions.
Evaluate Navikzaa for Your BPO
Request an early BPO pilot to see how Navikzaa automates post-call review for contact center operations, or discuss custom real-time deployment requirements.