Contact center QA
Kaizo scores every call, chat and email against your own scorecard, links each score to the conversation behind it, and turns the results into coaching. No sampling, and no separate rubric per channel.
Live in days · Native Zendesk and Salesforce apps
Trusted by global support teams
Most contact centers review around 3% of their conversations, often with a different rubric per channel and a different reviewer per team. The result is scores nobody can compare, and problems that only surface once they show up in CSAT. Kaizo replaces the sample with every conversation, scored the same way.
What you get
Everything a contact center QA programme runs on, built around your scorecard.
Voice, chat and email
Calls, chats and emails are scored against the same criteria, so a score on one channel means the same on another. AI summaries and on-demand transcription let a reviewer assess a long call without replaying all of it.
Quality monitoring
AutoPilot scores each conversation the moment the case resolves, against the criteria you defined. Full coverage means a problem shows up as a pattern on the dashboard, not as an escalation weeks later.
Quality management
Build the scorecard your contact center actually uses and connect your knowledge base, then test the AI against your historical ratings before it goes live. Reviewers keep the conversations that need judgement: Auto QA pre-fills the criteria and drafts the feedback for them to edit and approve.
Coaching and reporting
Kaizo drafts a coaching card per agent from their own conversations and preps the one-to-one. Leaders get QA, sentiment and coaching in one view, with the root cause behind a dip named: broken process, product friction or a skill gap.
More about AI coaching
Kaizo reviews conversations once they have ended. If what you need is live call listening, barge-in or whisper, or real-time prompts for agents during a call, that is a different category of tool (real-time agent assist), which can run alongside Kaizo. Kaizo is also not workforce management: it does not forecast or schedule your floor.
Comparing tools? See how Kaizo compares with other QA and contact center software, or read our guide to call center quality assurance.
50%
less QA time
“Our tickets can be long and complex. AI has been a life-saver in our experience.”
SteelSeries
75%
faster resolution
“Kaizo is an essential part of finding the root causes of areas we need to improve, then improving on that.”
Foot Locker
FAQ
Yes, alongside chat and email. Calls are scored against the same scorecard as every other channel, and every plan includes AI summaries and on-demand transcription. Kaizo reviews a conversation once it has ended and the case resolves.
Most contact centers review around 3% of conversations, so most of what happens between agents and customers is never seen. Kaizo scores all of them, which means trends surface while they are small and every agent is judged on their whole record, not on a handful of reviews.
You find out before it goes live. We test it against your historical ratings so you can see where it agrees with your team and where it does not, and tune the criteria until it matches. Every score links to the evidence, so anyone can check it.
Yes, for the part that needs judgement. AutoPilot handles the grading; Auto QA pre-fills criteria and drafts feedback for a reviewer to approve. Your analysts move from working through a queue to calibration, coaching and finding patterns.
Kaizo integrates natively with Zendesk and Salesforce Service Cloud and scores the conversations they hold, whichever channel they came through.
Days. Connect your helpdesk, define the scorecard and switch on AutoPilot. There is no professional services project.
Kaizo is SOC 2 Type II and ISO 27001 certified and GDPR compliant. The details are in the Trust Center at trust.kaizo.com.
We will score a sample of your calls, chats and emails against your scorecard, so you can see what full coverage finds.
Trusted by global support teams
