Beyond simplistic checks
Assess against real policies, procedures, regulations, and product requirements — not just simple review questions.
Liquid Voice for Contact Centres
Reliable monitoring, real‑time guidance, automation and self-serve insight to help contact centres improve quality, reduce handle time, and maintain compliance at scale.
The challenge
A smarter solution for contact centres
Bundled analytics and real-time features can look capable in a demo. The pressure usually comes later, when production limits, shallow configuration, and limited procedure context reduce what teams can actually rely on day to day.
Operational workarounds become the norm
Only supporting simplistic quality review questions limits real-world utility
Insights buried behind complex setup means slow time-to value
Real-time features often fall short in complex real-life scenarios
The solution
A more practical solution for modern contact centres
Broad interaction coverage, self-serve insight, and real-time guidance with automation that works alongside your existing contact centre platform – built for Contact Centre Operations and Compliance leaders who are responsible for service quality and productivity.
Full interaction coverage
Review every recorded interaction in scope, not just QA samples.
Beyond simple checks
Assess whether agents followed policies, procedures, regulations, and product requirements.
Fairer, more consistent QA
Create more consistent evaluation aligned to real procedures.
Exception-led review
Surface serious exceptions early and route them into review workflows.
Real-time guidance and automation
Reduce handle time and wrap time with in-call guidance and embedded automation.
Self-serve operational insight
Ask operational questions in plain language without heavy reporting setup.
Evidence behind every finding
Drill from reporting to linked calls, transcripts, and rationale.
How the Contact Centre solution works
Liquid Voice combines disciplined recording and retention with practical tools for review, verification and improvement – connected in one operational model.
Automatically assess recorded interactions against defined quality and compliance criteria, including long and complex calls. Results are consistent and explainable, with clear links back to transcripts and recordings to support coaching, oversight and investigation.
Built for real operational use
Liquid Voice helps contact centres improve service quality, support more consistent compliance, and reduce avoidable effort with broader coverage, self-serve insight, and real-time guidance that works alongside existing platforms.
Broader monitoring in production
Avoid narrow coverage caused by call-length caps and rule constraints.
Insight without setup burden
Get useful reporting without heavy setup and ongoing analyst support.
Real-time support that holds up
Support agents in the moment with guidance that fits live operational use.
Portable workflows over time
Keep checks, workflows, and reporting useful as your platform evolves.
Consistent quality and compliance evaluation
Move beyond QA sampling to automated review across every recorded interaction in scope. Liquid Voice evaluates calls and surfaces the exceptions that need attention — from disclosures and authentication to product information, authority limits, and required procedures. You can provide detailed procedural guidance, exceptions, and knowledge sources, so evaluation reflects your standards and remains reliable across longer calls and more complex scenarios.
- Coverage across every recorded interaction in scope
- Checks grounded in your real procedures and policies
- Exception-based review so teams can focus where attention is needed
Insight without the setup burden
Understand what is driving performance, demand and risk without turning analytics into a configuration project. Liquid Voice lets teams ask operational questions in plain language, generate structured reporting, and drill straight down to the underlying calls and transcripts for validation. Insight is accessible to supervisors and leaders without heavy topic setup, constant tuning or analyst dependency.
- Ask plain‑language questions such as “Why are customers cancelling?”
- Create structured reporting without building topics or dashboards first
- Validate findings quickly with linked calls, transcripts and clear rationale
Real-time guidance, automation, and early intervention
Reduce handle time and wrap time with in-call guidance and embedded automation. Liquid Voice uses your existing knowledge sources and procedures to help agents take the right next step, complete tasks faster, and produce more consistent outputs. It also surfaces risk early, supports in-the-moment coaching, and alerts supervisors when intervention may be needed.
- Answers grounded in your existing knowledge sources
- Configurable next-best-action guidance
- Summaries, form-fill, and CRM updates aligned to your templates
- Prompt agents when important steps are missed
- Detect calls drifting outside approved process or authority
- Alert supervisors to higher-risk or higher-stress interactions
Practical outcomes for contact centre teams
Practical ways Liquid Voice helps contact centres improve quality, control and efficiency.
Broader risk coverage
Cover more of the risks that matter, including procedures, disclosures, product information, and authority limits.
Deeper operational insight
Understand what is driving outcomes, repeat work, and avoidable failure points.
Greater efficiency
Reduce handle time and wrap time with guidance, summaries, and workflow automation.
More consistent outcomes
Support more consistent handling across teams, scenarios, and risk types.
We’ve gone from limited visibility to complete confidence—now we know exactly what’s happening across every interaction, and we have the insight to act on it.
The capabilities behind the solution
A connected set of tools designed to support review, insight and real-time guidance.
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Recording
Capture communications consistently and create a trusted record for intelligence extraction, compliance and long-term review.
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Archiving
Retain communications securely and access them with confidence, whether for review, investigation, compliance or long‑term…
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Post-Call Analytics
Automatically turn interactions into structured summaries, consistent reviews and usable insight faster after they happen.
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Real-Time Assistance
In-the-moment guidance and procedure-backed prompts for agents on calls. Reduce handle time, streamline call flows,…
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Event Reconstruction
Bring related omnichannel communications together to understand what happened, when it happened, and how situations…
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Incident Awareness
Get a live view of incidents as communications arrive — grouping related activity, surfacing key…
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Secure Transactions
Enable secure payment handling across voice and digital channels while keeping interactions flowing and maintaining…
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See how Liquid Voice can support your contact centre
Book a demo to explore how Liquid Voice helps contact centres improve quality, efficiency and consistency using clear evidence and practical support. Or chat with a specialist about your call types, workflows, and compliance requirements.
No. Liquid Voice is designed to work alongside your existing contact centre platform rather than replace it. It connects to your existing recording, telephony or CCaaS environment and adds deeper quality monitoring, real‑time agent support and explainable insight where native tools often reach their limits. This means you can improve quality assurance, compliance oversight and efficiency without changing your core routing, CRM or workforce systems.