New Success Story: Securitas Technology’s Efficient Approach
EN
EN FR ES
Demo

Ensure Service Excellence with Advanced Quality Monitoring

Monitor every interaction, evaluate agent performance, and deliver consistent, high-quality service that enhances customer satisfaction and loyalty.
Explore solutions
INO CX quality monitoring interface showing customer-agent interaction scoring, evaluator comments, communication and resolution performance metrics, and audio playback for call review.
Trusted by 300+ businesses

How Quality Monitoring Elevates Service Standards

Enhance Customer Satisfaction

Identify areas for improvement by analyzing interactions in detail. Tailor responses to meet customer needs, ensuring a seamless and personalized experience that builds loyalty.

Improve Agent Performance

Regularly evaluate agent interactions and provide actionable feedback to help them refine their skills, boosting morale, confidence, and overall productivity.

Ensure Service Consistency

Monitor customer interactions across all channels to maintain uniform service quality, ensuring every customer receives a cohesive and high-standard experience.
Book your demo

The Must-Have Features for Quality Management

Call Recording

Capture all interactions with customers to ensure a complete record of communications. Use these recordings for training, compliance, and to uncover insights into customer needs and behaviors.
See it in action

Real-Time Monitoring

Evaluate live interactions as they happen. Provide immediate feedback or assistance to agents, ensuring service quality and responsiveness even during complex calls.
See it in action

Customizable Evaluation Grids

Design evaluation templates tailored to your business objectives. Assess agents on metrics that matter most, from adherence to scripts to resolution effectiveness.
See it in action

Speech Analytics

Leverage real-time transcription to monitor ongoing conversations. Advanced AI analyzes keywords and sentiment in real time, offering actionable insights to enhance customer interactions immediately.
See it in action

Coaching Tools

Equip supervisors with tools like whisper mode, call recording playback, and performance reviews to provide targeted, actionable feedback, improving agent skills and confidence.
See it in action

Workflow Automation

Streamline repetitive tasks like assigning evaluation forms, generating reports, or notifying agents of results. Save time and focus on higher-value activities that drive quality improvements.
See it in action

Real-Time Dashboards

Get a live view of agent performance, customer feedback, and operational metrics. Make swift decisions with up-to-the-minute insights displayed in an easy-to-read format.
See it in action

Compliance and Security

Adhere to data protection regulations with secure call monitoring and storage. Rest assured that customer and business data is handled with the utmost care.
See it in action

Role-Based Access Control

Define permissions for supervisors, managers, and agents to ensure data confidentiality and control over who can evaluate or access sensitive information.
See it in action

Why Choosing INO CX

INO CX is designed to empower your contact center with the tools, support, and innovation needed to deliver exceptional customer experiences. Here’s why businesses trust us to elevate their customer interactions:

All-in-One Platform

INO CX unifies all communication channels—voice, email, SMS, chat, and social media—ensuring a seamless, omnichannel experience.

Seamless System Integrations

Effortlessly connect INO CX with your existing tools to unify data, automate workflows, and streamline processes for better efficiency.

Built to Grow

Our cloud-based platform adapts as your business evolves, with flexible integrations and custom options to meet your needs.

Exceptional Service

Our team provides expert guidance from onboarding to ongoing support, helping you optimize every aspect of your contact center.
Get started with INO CX

Hear It from Our Customers

At Tiko, staying close to our users and improving customer satisfaction is our priority. And INO CX makes that possible.

Aurore FLACH
Customer Relationship Director at Tiko

INO CX’s flexibility and advanced routing capabilities helped us manage our transition smoothly, boost responsiveness, and elevate customer satisfaction.

Olivier COUDERT
Technical Support Manager at Securitas Technology France

INO CX is one of the most agile and high-performing tools I have ever tested. I also loved the collaboration with the teams—it was simply amazing. Just for that, I would recommend INO to all my peers!

Vanina POIRIER
Customer Service Director at O2 Care Services

INO GLOBAL embodies professionalism, responsiveness, and a client-centric approach. I especially appreciate their close support and ability to listen to customer needs.

Guénaël REGNIER
Member Relations Manager at UMR

You Might Also Be Interested In

Phone symbolizing BPO call centers, with INO CX interfaces displaying BPO-friendly features like KPI tracking and outbound campaigns with progressive and power dialer modes.

BPO

Power your BPO with INO CX’s flexible, cloud-based contact center. Manage multichannel support, automate workflows, and scale client services with performance-driven tools and integrations.
Learn more
INO CX integrated with Salesforce Service Console, showing embedded telephony features, live call handling, performance dashboards, and omnichannel customer interactions.

Salesforce CTI

Connect INO CX with Salesforce for seamless CTI. Boost agent productivity with click-to-call, screen pop, call logging, and real-time customer data—all in one view.
Learn more
products capacities contact center software

Contact Center Software

Choose INO CX for AI-powered contact center solutions that streamline interactions, boost agent productivity, and enhance customer satisfaction.
Learn more
products capacities digital engagements

Digital Channels

Revolutionize digital customer engagement with INO CX. Live chat, SMS, email, video call, and social messaging tools in one powerful platform.
Learn more

Get Started with Quality Monitoring Today!

Unlock actionable insights and elevate customer experiences with INO CX’s quality monitoring solutions.
Checkbox*

Frequently Asked Questions About Contact Center Quality Montoring Solutions

Quality monitoring is the process of evaluating customer interactions across channels like calls, emails, and chats to ensure consistent service delivery. It involves tracking key metrics such as resolution rates, adherence to scripts, and customer satisfaction. By recording and analyzing these interactions, businesses can identify improvement areas, train agents effectively, and deliver a cohesive customer experience that builds trust and loyalty.

Quality monitoring enhances agent performance by identifying strengths and areas for improvement in their interactions. Supervisors can use detailed evaluations and real-time insights to offer actionable feedback and targeted coaching. Features like whisper mode and call playback allow immediate guidance during or after calls. This structured approach boosts agent confidence, refines their skills, and ensures they consistently meet service standards, leading to improved productivity and customer satisfaction.

Key metrics in quality management include customer satisfaction scores (CSAT), first-call resolution (FCR), average handling time (AHT), and adherence to compliance standards. Speech analytics can uncover emotional tone and keyword trends, while evaluation grids track agent behaviors like politeness, accuracy, and script adherence. Regularly reviewing these metrics helps businesses identify trends, ensure consistency, and make informed decisions to improve service quality.

To implement a successful quality monitoring program, start by defining clear objectives aligned with your business goals, such as improving customer satisfaction or increasing first-contact resolution. Use customizable evaluation criteria to measure agent performance effectively and ensure consistency across all customer interactions. Leverage real-time insights to provide immediate support to agents during live interactions, enhancing their confidence and decision-making skills. Incorporate customer feedback into your evaluations to align your quality monitoring efforts with actual customer expectations and experiences. Regularly review and update your evaluation forms, KPIs, and training programs to keep them relevant as business needs evolve. Lastly, integrate your quality monitoring tools with CRM and other platforms to streamline workflows, unify data, and create a holistic view of agent and customer performance.

Products

Features

Integrations

Company

Empowering
Every Interaction
AWS Partner logo representing INO CX’s cloud technology partnership with Amazon Web Services.
Privacy policy Legal notice
© INO GLOBAL 2025