Coach every call while it can still be won

Call center QA software reviews recorded calls and grades them for quality, process adherence, and compliance. Traditional QA samples a handful of calls per agent. Craft scores 100% of them automatically against your booking process, so managers spend their time coaching instead of listening.

Live agent assist guides an agent during the call, not after it. When a caller hesitates or an agent skips a step, Craft surfaces the next move in the moment: offer the earlier slot, confirm the decision makers, ask for the appointment. The gap gets fixed while the booking is still winnable.

Intent-based scoring checks whether the agent accomplished each step of your process rather than whether they said an exact phrase. An experienced agent who builds urgency in her own words scores fairly; a call that hits every keyword but never asks for the appointment gets flagged.

Score every call automatically, then coach from the queue. Craft flags the calls and behaviors that need attention, attaches the moment in the recording, and tracks whether the behavior changes on the next calls. Managers coach from evidence, and no agent goes unreviewed.

Yes. Craft can embed in the screen your agents already work in, including Salesforce and Five9 workflows, and sync call outcomes, notes, and bookings to systems like improveit 360, Lead Perfection, and AccuLynx. Agents get context and guidance without switching tabs.