Quiq Advances Contact Center Quality Management with New Agentic AI Analyst

Why It Matters

The tool closes analytics blind spots and automates insight‑to‑action loops, driving quicker CX improvements, lower compliance risk and cost efficiencies, thereby sharpening competitive advantage in an AI‑centric service market.

Summary

Quiq unveiled Conversation Analyst, an agentic AI‑driven quality‑management platform that scrutinizes every AI and human‑agent interaction across voice, web chat, SMS and other messaging channels. The solution lets CX teams set custom prompts and metrics, delivering AI‑generated performance indicators and near‑real‑time insights that can automatically trigger actions such as policy‑violation alerts. By replacing traditional self‑reported CSAT/NPS with unbiased, interaction‑level analytics, it enables granular visibility by agent, team and conversation, accelerating CX optimization. Early adopters like Spirit Airlines cite faster issue resolution, proactive handling of sensitive matters, and measurable operational efficiency gains.