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Tilda
AI-powered contact center quality control: every conversation is recorded, transcribed, scored against your criteria and turned into conclusions.
Zoom Quality Management is a contact center quality control tool. Conversations, messages and agent screens across every channel are recorded, transcribed and analyzed by machine learning in a single interface.
Scoring stops being a sample: automatic evaluation against your scorecards covers every conversation, customer topics and sentiment highlight problem cases, and Ask QM answers questions about conversations in plain language.
The result is concrete coaching: scores turn into reviews and recommendations, disputes are settled from the recording, and managers see trends by team and period in ready-made reports.
Manual review covers a few percent of interactions — AI scores them all
Automatic scoring applies to all interactions rather than a random sample, and happens in near real time.
Uniform criteria without human subjectivity; the agent gets feedback immediately, not a week after the conversation.
Analytics show what to change: in agent training, in knowledge base articles and in the service processes themselves.
Recording, analytics and scoring — in one tool
Conversations, screens and messages from every channel in one place: retention policies, markers on the recording and search by metadata and text.
Transcription and analysis of every conversation: keywords and phrases, agent speech metrics, multilingual recognition and translation.
Automatic detection of topics and trends: the system notices on its own what customers have started talking about more often and notifies the supervisor.
Sentiment scoring in every conversation and how it changes over time: problem interactions are visible without listening to the recording.
Questionnaires built for your business: different question types and scoring formats, automatic “fails”, scorecard versions and evaluator calibration.
Auto QM scores every conversation against your scorecards and explains its answers: full coverage instead of spot manual review.
Questions about conversations in plain language: the substance of an interaction and the conclusions without listening to the recording or reading the transcript, with follow-up questions.
Scores turn into reviews: targeted recommendations, session planning together with WFM and acknowledgement by the agent.
Annotations on recordings, @-mentions of colleagues in comments, sharing key moments to chat or email: the team reviews cases together.
Results by agent, period and scorecard, statistics on evaluator work and scheduled ready-made reports delivered straight to your inbox.
An email when an important topic or keyword comes up in conversations, when you are mentioned in a comment or assigned an evaluation.
Redaction of sensitive data in recordings and transcripts, an audit log and granular access rights.
Quality — a job for four roles at once
Automatic scores, topics and sentiment show which conversations are worth reviewing — there is no need to listen to recordings at random.
Scorecards and recordings turn into a training program: reviews of specific moments, targeted recommendations and acknowledgement tracking.
Quality trends by team and period, ready-made reports by email and a link between scores and the service's business metrics.
Monitoring compliance with scripts and regulations, redaction of sensitive data, an audit log and a transparent process for disputing scores.
We'll give you a remote demo Monday to Friday, 10:00–16:00 Moscow time, answer all your questions and provide trial access so you can explore the system yourself.
Please note: we work with legal entities only.