MosaicVoice provides an AI-powered, no-code platform for contact center quality assurance and agent guidance. The system uses real-time monitoring to dynamically prompt agents with relevant talking points and compliance remediation plans during customer interactions. This solution accelerates agent onboarding, reduces compliance violations, and delivers measurable operational insights for continuous performance improvement.
Funding
$3M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Call centers face challenges in maintaining consistent quality assurance (QA) across all agent interactions, leading to compliance breaches and inconsistent customer experiences. Traditional QA processes often rely on manual review, which is time-consuming, costly, and prone to human error, making it difficult to identify and address performance gaps in real-time.
Solution
MosaicVoice offers an AI-powered, no-code platform that automates QA processes for call centers by providing real-time guidance and compliance tracking during voice and video calls. The platform analyzes customer intent and dynamically prompts agents with relevant talking points and objection management strategies. It also monitors calls for compliance breaches, alerts managers to issues as they happen, and suggests remediation plans for agents before the call ends. MosaicVoice streamlines call summaries and CRM updates with detailed reports and transcripts, while redacting sensitive customer information.
Target Audience
The primary target audience includes call centers and customer service organizations seeking to improve agent performance, ensure compliance, and enhance customer experience through automated quality assurance.
Features
- Real-time guidance to agents based on AI analysis of customer intent
- Intelligent objection management with instant response prompts
- Automated QA tracking of compliance with alerts for managers
- Detailed call reports and transcripts with automated CRM updates
- Redaction of sensitive customer information
- Powerful analytics to identify and institutionalize best practices
- No-code setup for rapid deployment