Call Criteria provides AI-powered, human-verified call quality monitoring and speech analytics for contact centers to improve compliance and sales performance.
Call Criteria provides AI-powered, human-verified call quality monitoring and speech analytics for contact centers to improve compliance and sales performance.
Call Criteria is a leading provider of contact center quality assurance and speech analytics solutions. Founded with the mission to provide more accurate and actionable call monitoring, the company serves a diverse range of industries, including financial services, healthcare, automotive, insurance, and retail. Call Criteria specializes in helping organizations with high-volume contact centers move from sampling a small fraction of their calls to analyzing 100% of their interactions.
The company’s core offering revolves around its proprietary cloud-based platform that combines automated speech recognition (ASR) with human intelligence. This allows businesses to monitor for compliance, evaluate agent performance, and gain deep insights into customer sentiment without the overhead of a massive internal QA team. Since its inception, Call Criteria has established a significant market presence by focusing on the "accuracy gap" left by purely automated tools.
At its heart, Call Criteria is a data-driven partner. Their services include detailed scorecards, compliance reporting, sales conversion analysis, and agent coaching modules. By providing a third-party, objective perspective on call quality, they help organizations mitigate legal risks, improve customer satisfaction (CSAT), and optimize sales scripts. Their history is marked by continuous innovation in the QA space, evolving from a service-heavy model to a technology-first platform that retains the essential element of human oversight.
Company Differentiation
Call Criteria distinguishes itself through a "human-in-the-loop" philosophy that rejects the industry trend toward 100% automated black-box solutions. Their business model is built on the belief that while AI can provide scale, human nuance is required for absolute accuracy and coaching effectiveness. This culture of accountability is reflected in their multi-layered review process, where every AI-generated insight is subject to human verification by trained analysts.
The company’s approach to customer success is deeply consultative; they do not just provide a software license but act as an extension of the client’s internal Quality Assurance department. Their organizational philosophy centers on "Objective Truth," aiming to eliminate the variability and bias often found in internal QA teams. By maintaining a global, 24/7 workforce dedicated solely to call monitoring, they offer a level of focus and objectivity that internal teams, often burdened by office politics or competing priorities, cannot achieve. This hybrid model—combining high-speed technology with human discernment—positions them as a high-fidelity partner for organizations where compliance and brand reputation are non-negotiable.
Managed QA Services: The flagship offering where Call Criteria provides the platform and the human analysts to score your calls based on custom rubrics.
Self-Managed Platform: For companies with large internal QA teams who want to use Call Criteria’s superior dashboard, workflow tools, and AI-assisted scoring but handle the evaluations themselves.
Compliance Auditing: Specialized packages focused exclusively on legal and regulatory risk, providing 'Pass/Fail' reporting on mandatory disclosures.
Performance Coaching Modules: Add-on features that allow managers to push 'micro-learning' clips and feedback directly to an agent's desktop.
AI Transcription + Human Verification: A hybrid tier that provides the speed of AI transcription with a secondary layer of human 'spot-checking' for high-value interactions.
Product Differentiation
The primary differentiator for Call Criteria is its Hybrid QA platform, which integrates sophisticated Speech Analytics with a robust Human-Verification layer. Unlike many competitors who rely solely on Large Language Models (LLMs) or basic keyword spotting, Call Criteria uses AI to ingest and screen 100% of calls, then routes critical moments to human analysts for verification. This ensures 99%+ accuracy, a threshold rarely met by automated systems alone.
Key technical advantages include:
- Custom Scorecards: Highly flexible scoring engines that can be tailored to specific industry regulations (TCPA, HIPAA, PCI) or brand-specific sales scripts.
- Real-time Dashboarding: A centralized portal that translates raw call data into actionable coaching insights, identifying "coachable moments" automatically.
- Calibration Tools: Built-in features that allow clients to compare their internal QA scores against Call Criteria’s objective findings to ensure alignment.
- Sentiment and Behavioral Analysis: Advanced NLP capabilities that go beyond words to detect tone, stress, and intent, providing a deeper understanding of the customer experience.
By focusing on the "Why" behind call performance rather than just the "What," their product suite enables managers to implement targeted training programs that directly correlate to increased conversion rates and reduced churn.
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