AI quality assurance for contact centres and BPOs.
CallGuard AI is contact centre QA software that replaces a small manual sample with AI scoring on every conversation. A separate scorecard for each client or campaign, chosen per call. On streamed calls (Pro plan), live breach detection checks for consent failures and urgency language during the call.
Sampling a few calls leaves most of them unheard.
Contact centre QA stuck on a model designed for the limits of human capacity. Each review takes a senior reviewer's time, so you sample, and the calls outside the sample go unheard. Clients ask how their programme is performing, and a breach on an unreviewed call can surface first as a complaint.
Manual sample QA
- A small fraction of calls reviewed
- Inter-rater variance is meaningful and unmeasured
- Coaching lands days after the call
- Critical breaches surface only at the customer-complaint stage
- Clients receive monthly PDF reports, not live visibility
- Scaling QA means hiring QA staff
CallGuard AI on your calls
- Every call transcribed automatically, ready to score one by one or as part of a sale
- Each programme scored against its own scorecard
- A coaching draft for every scored call
- On streamed calls (Pro plan), critical breaches sent to your dialler or CRM as a webhook
- Individual scored calls shared with a client through a read-only link that expires
- Headcount can grow without QA capacity becoming the constraint
Built for the metrics your floor manager actually tracks.
CallGuard AI is call centre quality monitoring software that scores against the scorecard you upload. For contact centres and BPOs, that typically covers empathy and rapport, first-call resolution, compliance and consent, product knowledge, escalation handling, and outbound regulatory rules (TPS, PECR, mini-Miranda where applicable). Agent coaching drafts are generated from every scored call.
Empathy and rapport scoring
Did the agent acknowledge the customer's situation? Did they personalise the conversation? Empathy markers identified in the transcript with the quotes that earned the score.
First-call resolution
Was the customer's problem actually resolved on this call, or deferred? Calls that look resolved but actually punted to a second contact get flagged for coaching.
Outbound compliance (TPS, PECR, mini-Miranda)
Your scorecard can check whether the agent identified themselves as the regime requires, stopped the pitch when the customer objected to marketing, and read the mini-Miranda on collections calls. Every call transcribed and ready to score, not a spot-check.
No-pressure-language detection
Urgency tactics, scarcity language and manipulative closing techniques scored on every call against your scorecard. On streamed calls (Pro plan), the live transcript is re-checked every 30 seconds, and a breach can be sent to your dialler or CRM as a webhook during the call.
A scorecard per client
Run a separate scorecard for each client or campaign, chosen when each call comes in, and filter results by scorecard. To show a client a scored call, send a tokenised, read-only share link for that call, which expires after up to 90 days. For programme-level client reporting, pull results over the REST API into your own client portal.
Agent risk profiles
Heatmap each agent by breach pattern. Spot the ones who need coaching this week vs the stars worth promoting. On calls scored individually, each coaching draft is written with that agent's last three coaching drafts in view, not template feedback.
Check for breaches during streamed calls.
On the Pro plan, stream audio live from your dialler over our WebSocket protocol. Live transcript builds as it is spoken. Every 30 seconds the AI reviews the rolling transcript, and a breach is sent only when the model rates it at 0.75 confidence or higher: over the stream, or as a webhook to your own systems, HMAC-signed once you set a signing secret.
Streaming adapters
Twilio Media Streams supported natively, and Amazon Connect live media streaming via a customer-run Lambda bridge. Other diallers can connect via our generic WebSocket protocol.
HMAC-signed breach webhooks
HMAC-SHA256 signed POST to your endpoint, once you set a signing secret, sent when a breach is detected. Two retries with backoff on a server error. Full audit log of every delivery attempt.
Confidence-gated alerts
Live breach detection only sends a breach when the model rates a criterion as already failed at 0.75 confidence or higher. The call itself is scored in full after it ends.
REST API for batch and result fetch
Push call recordings via REST. Pull score, pass/fail, evidence, breaches and coaching back per call so you can render results inside your own client portal.
Common questions, answered.
Can each client of our BPO have their own scorecard?
Yes. Each client, campaign or programme can have its own scorecard, chosen per call at upload or ingest, and you can filter results by scorecard. The knowledge base is shared across your account. To show a client an individual call, issue a read-only share link for that call, which expires after a set period.
How do you handle peak-volume calls?
Calls are processed through a queue, so a backlog drains steadily without manual intervention. Large batches process in the background. For sustained high-volume programmes, talk to us about your call rate.
Will it integrate with our existing dialler (Genesys, Five9, NICE, etc.)?
Twilio Media Streams has a native adapter, and Amazon Connect live media streaming is supported via a customer-run Lambda bridge. Other diallers can connect via our generic WebSocket protocol for live streaming. For any dialler, including Genesys, Five9 or NICE, you can also export call recordings and bring them in via upload or our REST API (including pushing a recording URL).
How do you avoid alert fatigue from live breach detection?
Live breach detection, on streamed calls, only sends a breach when the model rates a criterion as already failed at 0.75 confidence or higher. Not "might be" or "could happen". The rolling transcript is re-checked every 30 seconds.
Can clients see their scores on their own dashboard rather than ours?
Yes, through your own dashboard: pull scores, verdicts, evidence and breaches over the REST API and show them in your existing client portal. There is no client login to CallGuard limited to one programme. For a single call, you can send the client a read-only share link that expires.
Further reading: How to score 100% of contact centre calls and AI vs human call scoring: accuracy, cost and consistency. If you are still shortlisting QA platforms, our comparison hub sets out how CallGuard AI stacks up against the alternatives, including CallMiner, Observe.AI and Convin.