Semarize
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SolutionContact Centers

100% QA coverage for
every interaction

Stop sampling 5% of calls and hoping the rest are compliant. Semarize evaluates every conversation - calls, chats, and emails - against your quality and compliance criteria, returning structured signals for coaching, reporting, and audit.

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Industry challenges

Contact centers can't
scale quality manually

High volume makes manual QA impossible at scale. When you can only review a fraction of interactions, quality gaps and compliance risks go undetected.

QA covers 5–10% of interactions

Manual review teams can only sample a small percentage. The remaining 90%+ of conversations are unscored, creating blind spots in quality and compliance.

Agent coaching is delayed

QA results reach agents days or weeks after the interaction. By then, the behaviour pattern has been repeated across dozens of calls.

Compliance risk is invisible

Regulatory disclosures, consent language, and prohibited claims must be checked on every interaction. Sampling-based QA can't provide the assurance regulators require.

CSAT correlation is weak

Customer satisfaction scores tell you what happened but not why. Without structured analysis of the interaction itself, root causes stay hidden.

Use cases

Key use cases for
contact centers

Contact centers use Semarize primarily for QA automation and agent coaching - but the same structured signals feed analytics and compliance workflows.

QA & Compliance

Automate quality assurance across 100% of interactions. Check compliance, script adherence, and resolution quality with evidence trails.

Sales Coaching

Apply coaching signal methodology to agent interactions. Score empathy, resolution skills, and upsell effectiveness.

Customer Success

Detect escalation patterns, sentiment shifts, and churn risk from support interactions at scale.

Data Science

Feed structured interaction data into your analytics platform. Correlate agent behaviours with CSAT, FCR, and handle time.

How Semarize fits

Semarize fits into
your contact center stack

Works alongside your existing CCaaS, workforce management, and analytics tools. Structured signals flow where your data needs to go.

CCaaS platform agnostic

Process transcripts from Five9, Genesys, NICE, Talkdesk, Zendesk, or any platform. Semarize evaluates content from any source.

WFM & coaching feeds

Push QA scores to workforce management and coaching tools. Automated coaching task creation based on evaluation results.

Real-time and batch

Evaluate conversations in real-time as they happen or process historical archives in batch. Same output format, same structured signals.

Compliance audit trails

Every evaluation includes evidence spans. Regulators can trace any compliance result back to the exact text that was evaluated.

Bricks & Kits

Example Bricks for
contact centers

Industry-specific Bricks evaluate the dimensions that matter for contact centers & support operations. Bundle them into Kits to create reusable evaluation frameworks.

greeting_compliant
boolean

Agent used the required greeting script

→ true
disclosure_given
boolean

Required regulatory disclosure provided

→ true
empathy_score
score 0–100

Agent demonstrated empathy and active listening

→ 78
resolution_reached
boolean

Customer issue was resolved in this interaction

→ true
upsell_attempted
boolean

Agent made an appropriate upsell or cross-sell offer

→ false
hold_time_explained
boolean

Agent explained hold time before placing customer on hold

→ true

Contact Center QA Kit

kit

Comprehensive quality evaluation for every customer interaction.

greeting_compliantboolean
disclosure_givenboolean
empathy_scorescore
resolution_reachedboolean
hold_time_explainedboolean
closing_compliantboolean

Output

Structured signals, not summaries

Every evaluation returns deterministic JSON with typed values, reasons, and evidence spans. Same schema every time.

Contact center QA evaluation
{
  "run_id": "run_jkl012",
  "status": "succeeded",
  "output": {
    "bricks": {
      "greeting_compliant": {
        "value": true,
        "confidence": 0.95,
        "reason": "Agent used required greeting with name and department",
        "evidence": ["...Hi, this is Maria from billing support, how can I help..."]
      },
      "empathy_score": {
        "value": 78,
        "confidence": 0.84,
        "reason": "Good acknowledgement but missed opportunity to validate frustration",
        "evidence": ["...I understand that's frustrating...", "...let me look into that right away..."]
      },
      "resolution_reached": {
        "value": true,
        "confidence": 0.91,
        "reason": "Customer confirmed issue was resolved",
        "evidence": ["...yes, that's exactly what I needed, thank you..."]
      }
    }
  }
}

Evaluate every interaction.
Not just a sample.

100% QA coverage. Structured signals for coaching, compliance, and analytics. Evidence trails for every evaluation.

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