AI Enhanced Agent Quality Monitoring
Smarter Monitoring.
Faster Coaching & ROI.
Spend more time improving and less time evaluating. Automatically score 100% of your interactions to boost contact center performance and ROI.
Why this matters
Old-school manual coaching is slow, costly and inconsistent. Capacity automates monitoring to slash costs, improve CSAT and drive real ROI.
Get the highlights
Improve agent performance
AI-driven insights boost efficiency, compliance and customer satisfaction.
Boost team productivity
Coaching accelerates agent improvement and reduces wasted time.
Maximize contact center ROI
Better interactions mean happier customers, lower costs and higher operating profits.
Capacity in numbers
19K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Always-On Monitoring
Working so you don’t have to
Automatically evaluates 100% of interactions to identify key insights, coaching needs and compliance risks—without human effort.
Agent Coaching
The next level of performance
Delivers fast feedback, on-the-spot training and AI-driven coaching to improve performance without disrupting workflow.
Agent Alerts
Never miss a beat
Detects talk-over, silence, sentiment shifts and compliance risks, alerting supervisors immediately for proactive action.
AI Powered Responses
Better calls, happier customers
Identifies inefficiencies, suggests AI-powered responses and reduces Average Handle Time (AHT) to speed up resolutions.
Recorder
See everything, miss nothing
Records and analyzes both calls and screens, providing full visibility into every interaction for smarter decision-making.
Integrations
Effortless integration, maximum impact
Seamlessly connects with your CRM, helpdesk and voice systems to supercharge quality monitoring without disrupting workflows.
Explore the Capacity platform
Intelligent Virtual Agents
Agent Assist + Live Support
Campaigns + Workflows
Conversational AI
Insights + Analytics
Security + Integrations
Trusted by 19,000+ organizations
Frequently asked questions
What is Capacity Enhanced Quality Monitoring?
Capacity Enhanced Quality Monitoring is an AI-driven solution that automates agent performance evaluation, call analysis and coaching to improve customer service and operational efficiency.
How does Capacity automate quality monitoring?
Capacity uses AI-powered analytics, speech recognition and sentiment analysis to automatically score interactions, identify coaching opportunities and alert supervisors to key issues.
Can Capacity monitor both calls and screen activity?
Yes, Capacity provides synchronized call and screen recording, allowing businesses to review interactions comprehensively, including multi-screen capture and transcripts.
How does Capacity improve agent coaching?
It delivers automated, AI-assisted coaching with feedback, personalized training recommendations and on-the-spot eLearning to enhance agent performance.
Does Capacity provide alerts for interactions?
Yes, AI-driven proactive alerts notify supervisors of critical issues such as silence, talk-over, compliance risks and customer sentiment shifts.
What analytics does Capacity offer for quality monitoring?
Capacity provides dashboards, reporting, sentiment tracking, keyword spotting and performance insights to drive continuous improvement in customer interactions.
How does Capacity help reduce call handle time?
By identifying inefficiencies, automating scoring and guiding agents with AI-powered recommendations, Capacity significantly reduces average handle time (AHT).
Can Capacity detect compliance issues in conversations?
Yes, Capacity flags potential compliance risks through automated keyword and phrase detection, ensuring adherence to regulatory and company policies.
Is Capacity’s quality monitoring solution scalable?
Absolutely. It supports teams of any size, from small businesses to enterprises with thousands of agents, through a cloud-based, flexible deployment.
How does Capacity integrate with other customer support tools?
Capacity integrates seamlessly with CRM, helpdesk, voice solutions and automation platforms, providing a unified approach to customer experience management.
Get Started
Empower your support team with Capacity’s AI-powered Quality Monitoring.