100% Interaction Oversight for Collections and Contact Centres
AI Quality Assurance, Speech Analytics and Agent Assist – complete visibility of every conversation, in real time.
From sampling to full coverage – compliance and performance at scale
Traditional QA relies on sampling. That means most interactions go unreviewed, compliance gaps go undetected and coaching opportunities are missed. Aryza Engage’s Quality Assurance suite replaces manual sampling with AI-driven oversight of every interaction – scoring calls automatically, detecting risk and intent in real time, and equipping agents with live guidance before, during and after every conversation.
The result is consistent customer treatment, stronger compliance, faster agent development and a significant reduction in QA operating costs.
Capabilities
AI Quality Assurance – Score Every Call, Not Just a Sample
Every inbound and outbound interaction is automatically transcribed, evaluated and scored against your configurable QA scorecard – eliminating human subjectivity and ensuring fairness at scale. View granular agent-level metrics or roll up into weekly, monthly and quarterly analytics via a live BI dashboard. Reports are available on demand, with no manual review required.
AI Speech Analytics – Flag Risk Before It Becomes a Problem
Our Speech Analytics goes beyond keyword matching. It understands the intent behind what customers say – detecting legal threats, expressions of financial distress, vulnerability signals and crisis language even when customers don’t use the expected terms. Escalation is immediate: flagged interactions trigger automatic alerts via email, SMS or voice call, and a PDF report is generated for documentation and regulatory review.
AI Agent Assist – Real-Time Guidance for Every Agent
Agent Assist supports agents before, during and after every conversation. Before a call, agents receive relevant customer context and key account information. During the call, the system detects intent in real time, surfaces suggested responses and triggers configurable compliance checkpoints at the right moments. After the call, a scorecard and speech analytics report are automatically generated – giving supervisors and agents immediate visibility of performance, compliance and coaching needs.
128+ Languages Supported
Transcription, scoring and analytics work across more than 120 languages, with calibration and reporting available in English or your preferred language. Consistent QA coverage regardless of the channel, region or agent language.
Unbiased, Consistent Evaluation
AI evaluation applies the same criteria to every interaction, removing the inconsistency that comes with manual scoring. Customisable scorecards align assessment to your brand standards, regulatory requirements and operational priorities.
Deep Analytics and Coaching Intelligence
BI dashboards surface the patterns behind scores – identifying recurring gaps, training opportunities and performance trends across individuals, teams and time periods. Coaching becomes targeted and evidence-based rather than reactive.
Seamless Integration
The QA suite integrates into your existing workflows and tooling, bringing conversation intelligence into the systems your teams already use without adding operational friction.
Real Results
100%
of interactions scored – no sampling, no gaps
77%
reduction in QA operating costs at Veritas Alliance
86%
QA cost reduction through AI-driven automation
128+
languages supported across voice and digital
FAQ
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