Your Contact Center, Transformed by
Advanced AI Automation Analytics Personalization Integration Cost Control
Maximize efficiency, enhance agent performance, and drive smarter decisions with AI-powered insights and seamless automation – built to scale with your business.
Most contact center AI solutions promise intelligent automation but fall short, offering only basic sentiment scores, generic summaries, and rigid pricing models.
COMPASS delivers true Generative AI-powered conversation analysis, conversational analytics, real-time insights, and automated agent evaluations, all designed to empower performance, at scale and with flexible, affordable pricing.
1
AI That Goes Beyond Simple Scores
Don’t settle for AI that only summarizes calls. COMPASS delivers true conversational analytics with context-rich conversation analysis, justified scoring insights, and actionable agent evaluations in seconds. GenAI-powered Quality Management, Personal Enhancement Plans, and Reporting with data extracts are all included!
2
Unlike providers that bundle AI into rigid, high-cost plans, COMPASS gives you full control over AI consumption with a pay-for-what-you-use model -no hidden fees, no surprises. True token based usage instead of user based billing, in addition setting a max monthly budget and notifications!
3
Fast, Accurate, & Multilingual
Get detailed conversation insights in under 7 seconds with advanced analysis accuracy and seamless multilingual support for globally distributed teams. Our promise: COMPASS gets your Conversations’ detailed Analysis AND Evaluation done before the conversation finishes loading in Genesys Cloud!
Why Choose COMPASS Over Alternatives?
COMPASS
In today’s fast-paced contact center industry, efficiency, accuracy, and cost control are crucial for success. COMPASS is a cutting-edge AI-powered platform designed to optimize contact center operations, enhance agent performance, and improve customer satisfaction. Compared to alternatives like Scorebuddy QA or EvaluAgent, etc., COMPASS offers unparalleled advantages in integration, automation, and cost efficiency.
Where there’s AI on the outside, there’s true intelligence within, COMPASS applies powerful, secure AI to real challenges like churn prediction, multilingual evaluations, compliance monitoring, and agent development, delivering results that go far beyond AI buzzwords.
Here’s why COMPASS is the ultimate solution for your contact center.
Seamless Integration with Genesys Cloud
COMPASS is built to work effortlessly with Genesys Cloud, ensuring a streamlined experience without unnecessary overhead costs. Key integration benefits include:
- Leverages Genesys Cloud Transcriptions & Extended Voice Transcription Services (EVTS): Avoids redundant transcription costs, reducing operational expenses.
- Single Sign-On (SSO) Authentication: Enhances security and simplifies user management by eliminating duplicate logins and credentials.
- Adheres to Genesys Cloud’s Permission Model: Ensures secure access for authorized users without complex configuration requirements.
- Automated Callbacks and Coaching Sessions via API: AI-driven identification of required follow-ups, creation of callback requests and coaching via Genesys API ensures seamless performance improvements.
Unlike user-based pricing models that quickly become costly, COMPASS utilizes a token-based billing system for maximum flexibility and cost control:
- Optimized Usage-Based Consumption: You only pay for what you use, unlike competitors with rigid pricing structures.
- Differentiated Pricing for Input & Inference Tokens: Ensures cost efficiency by preventing unnecessary expenses.
- Multiple AI Models with Transparent Capabilities: COMPASS provides visibility into AI costs and functionalities, unlike competitors who bundle costs into a single fee.
- Comprehensive Token Consumption Visibility: COMPASS provides detailed tracking of token usage across all features, ensuring full transparency and cost control.
Advanced AI-Powered Conversation Analysis
COMPASS takes conversation analysis to the next level with deep insights and AI-powered recommendations:
- Automated Summarization & Topic Identification: Extracts key details, provides agent-specific summaries, and offers action-based recommendations.
- AI-Driven Sentiment & Churn Analysis: Predicts customer churn risks (high, medium, low) and identifies potential service improvement areas.
- Actionable Follow-Up Recommendations: Suggests proactive callbacks, escalations, and workflow optimizations.
Personal Enhancement Plans for Continuous Agent Growth
Unlike other platforms, COMPASS automates agent coaching and development with personalized PEPs:
- Automated Weekly PEPs: AI-driven insights generate individualized development plans for each agent.
- Customizable Coaching Plans: Managers can tailor training recommendations and feedback while maintaining control.
- Interactive & Multilingual Capabilities: Agents and managers can engage in two-way discussions, and reports can be generated in multiple languages.
- Multiple Output Styles: PEPs can be delivered in various formats, such as summaries, motivational narratives, Q&A, and case studies.
AI-Powered Auto-Evaluations for Fair and Consistent Scoring
Leveraging AI-driven Quality Management (QM) evaluations, COMPASS ensures fair and unbiased scoring while maintaining flexibility for manual adjustments:
- AI-Generated Evaluations with Hints: AI dynamically creates evaluation forms with modular questions, guiding evaluators with contextual hints to maintain calibration and fairness.
- Weighted Scoring & Compliance Flags: Each question and section can have custom weights, and configurable compliance flags automatically detect potential breaches.
- Justified Scoring with No Hallucinations: AI provides transparent justifications for every score and avoids unreliable responses when insufficient data is available.
- QM Manager Adjustments & Agent Disputes: Managers can refine AI-generated scores, add comments, and review agent disputes for a balanced evaluation process.
- Automated Evaluation Reports: Evaluation trends and score improvements are tracked and available for extraction, supporting long-term performance monitoring and coaching strategies.
Comprehensive Reporting & AI Insights
COMPASS delivers real-time monitoring and advanced analytics to ensure contact centers have full visibility into performance trends:
- Pre-Built Standard Reports: Includes real-time queue activity monitoring, AI-driven customer and agent metrics, topic analysis, and AI-to-quality score correlations.
- Speech & AI Correlation Analytics: Links AI-driven insights with speech analytics and customer sentiment as well as emotions to uncover patterns and drive improvements.
- Churn Prediction & Sentiment Tracking: Monitors emotional shifts throughout interactions, helping predict churn and identify areas for intervention.
- Custom Data Extraction: Unlike many competitors, COMPASS provides -in addition to standard built-in reports- structured data exports for independent analysis, ensuring flexibility without vendor lock-in.
Secure & Scalable AI Architecture
Built on AWS, COMPASS offers enterprise-grade security and scalability:
- Robust Data Privacy & Role-Based Access Control: Ensures compliance with GDPR, HIPAA, and SOC standards.
- Secure Generative AI Integration via AWS Bedrock: Keeps AI-generated insights secure and private.
- Abuse Detection & Cost Management Features: Prevents unauthorized access and excessive AI token consumption.
Unmatched Cost Control Features
COMPASS provides complete visibility and control over costs, ensuring budget predictability:
- Flexible Usage Options: Choose between fully automated or on-demand conversation analysis.
- Detailed Token Consumption Tracking: Get insights into token usage for each AI model, improving budget planning.
- Monthly Budget Control with Alerts: Set a maximum token limit to prevent unexpected expenses.
- Configurable Cost-Incurring Actions: Manage user access to cost-intensive features based on roles.
COMPASS Security: Enterprise-Grade Protection for Your Contact Center
Uncompromising Security, Compliance, and Trust
COMPASS Security ensures a seamless and secure user experience through Single Sign-On (SSO) integration with Genesys Cloud and any supported Identity Server. By fully adhering to the Genesys Cloud permission model, COMPASS enforces role-based access control, defining specific feature access for different user types, including agents, managers, and QM evaluators, to maintain strict security governance.
In today’s digital landscape, safeguarding customer data is more critical than ever. COMPASS Security is built on the robust AWS ecosystem, ensuring enterprise-grade encryption, compliance, and real-time monitoring to protect sensitive information at every stage. With TLS 1.2 encryption for data in transit and AWS Key Management Service (KMS) for data at rest, COMPASS guarantees that customer conversations and analytics remain secure.
COMPASS integrates with AWS Bedrock to leverage advanced AI-driven features. It also utilizes the AWS security ecosystem to use features such as private connectivity through AWS PrivateLink, automated abuse detection mechanisms, and real-time auditing via Amazon CloudWatch. These safeguards prevent unauthorized access, ensure compliance, and provide continuous security monitoring.
With AI-powered compliance monitoring, COMPASS actively scans for policy breaches and raises alerts via email or MS Teams, keeping your security posture strong. Whether you are handling highly regulated industries or customer-sensitive data, COMPASS Security delivers peace of mind with cutting-edge data protection, auditability, and intelligent automation.
✔ Seamless SSO Authentication – Integrated with Genesys Cloud & Identity Servers.
✔ Enterprise-Grade Encryption – Protects data in transit and at rest.
✔ AI-Driven Compliance Monitoring – Automates security flagging and alerts.
✔ Real-Time Monitoring & Access Control – Ensures transparency and strict governance.
✔ Global Compliance Certifications – Fully adheres to GDPR, HIPAA, SOC, and ISO standards.
✔ Secure Private Connectivity – Prevents public exposure with AWS PrivateLink.
Protect, monitor, and secure your contact center with COMPASS. Contact us today to learn more!
Stay Ahead with Smarter Contact Center Solutions
Leverage the power of AI-driven automation, advanced analytics, and cost-efficient scalability to outperform the competition. Elevate customer experiences, optimize performance, and take control of your contact center’s success.
Got Questions?
What is COMPASS and what problem does it solve?
COMPASS is an AI-powered platform designed to revolutionize contact center excellence by streamlining operations through automation, actionable insights, and agent empowerment. It addresses key challenges such as inefficient manual evaluation processes, limited insight into agent performance, inconsistent scoring across multilingual teams, difficulty aligning agent feedback with performance goals, and a limited understanding of customer sentiment. By integrating with platforms like Genesys Cloud, COMPASS automates conversation analysis and agent evaluations, delivers targeted feedback, and enhances customer satisfaction, ultimately saving time and resources while improving overall contact center performance.
Additionally, COMPASS provides secure, AI-powered reporting and data analysis, offering real-time visibility into performance trends, compliance adherence, and customer sentiment—enabling data-driven decisions that save time, reduce costs, and drive continuous improvement across the contact center.
What are some key challenges that COMPASS is designed to address in contact centers?
COMPASS addresses several key challenges across various industries. These include high volumes of product inquiries, managing returns and refunds (Retail); high customer churn rates, network issue resolutions, and service quality expectations (Telecommunications); multilingual support needs and high call volumes during seasonal peaks (Travel & Hospitality); managing outbound campaigns and ensuring compliance/fraud detection (Tax Office); handling complex financial inquiries, adhering to strict regulations, and preventing fraud (Finance & Banking); and managing patient inquiries, sensitive data, and regulatory compliance (Healthcare). Furthermore, COMPASS tackles consistent agent performance, sentiment analysis, and cost optimization across all contact centers.
How does COMPASS integrate with Genesys Cloud and what benefits does this integration offer?
COMPASS offers seamless integration with Genesys Cloud. This includes leveraging Genesys Cloud transcripts and EVTS (Extended Voice Transcription Services) to avoid duplicate transcription costs. COMPASS supports Genesys Cloud authentication with Single Sign-On (SSO) for enhanced security and adheres to the Genesys Cloud permission model, ensuring secure access to conversations. It also features advanced filtering based on Genesys Cloud objects, such as divisions, queues, and agents, saving configuration effort. Furthermore, the integration allows for actions like creating callbacks and scheduling coaching sessions via API directly from within COMPASS.
COMPASS is the ideal add-on for all Genesys Cloud customers, seamlessly enhancing the platform with AI-powered quality management, intelligent reporting, and advanced conversation insights, empowering teams to optimize performance, ensure compliance, and drive continuous improvement at scale.
What are Personal Enhancement Plans (PEPs) and how does COMPASS automate their creation?
COMPASS Personal Enhancement Plans (PEPs) are tailored development plans designed to improve agent performance. COMPASS automates PEP creation by generating comprehensive weekly plans for every agent, leveraging conversation analysis and evaluations to identify agent strengths, areas for improvement, and actionable goals. QM managers can customize the style and tone of PEPs and refine them as needed, while agents can comment on progress, fostering a two-way interaction. This automation saves time, provides consistent feedback, and ensures continuous agent development.
How does COMPASS help with customer churn, and what specific features are used for churn detection and prevention?
COMPASS helps reduce customer churn by identifying at-risk customers and enabling proactive engagement strategies. It uses AI-driven predictive analytics to classify customers based on churn risk (high, medium, low) by analyzing interaction sentiment, recurring complaints, and customer emotions. COMPASS provides targeted intervention plans with specific action steps to mitigate churn, recommends personalized service adjustments, and enables proactive callbacks or escalations. It also generates detailed reports connecting churn trends to conversation topics and systemic issues, allowing for targeted improvements.
How does COMPASS ensure fairness and consistency in agent evaluations?
At the core of COMPASS’s evaluation process is a built-in calibration mechanism designed to ensure fairness and consistency in scoring. This mechanism uses configurable scoring hints for each evaluation question, allowing Quality Management (QM) Managers to define how strictly or leniently the GenAI should score responses. These hints not only guide the AI in producing aligned and justified scores, but also serve as reference points for managers when reviewing or adjusting scores manually. By embedding calibration directly into the evaluation process, COMPASS promotes transparent, aligned scoring across teams.
In addition to calibration, COMPASS offers:
- AI-generated evaluations with detailed justifications, eliminating subjectivity and enabling consistent agent feedback.
- Customizable evaluation forms, adaptable to your operational and compliance needs.
- Multilingual support with on-demand translation, ensuring fairness in international and multilingual environments.
- Advanced scoring tools, including automated hints and override capabilities for fair scoring alignment.
- Built-in workflows for QM manager feedback, agent review, and dispute/comment handling, promoting a transparent and collaborative quality assurance process.
Together, these capabilities ensure that evaluations are not only consistent and bias-free, but also automated at large scale and adaptable to organizational goals, training strategies, and compliance requirements.
What is COMPASS Lens, and how is it different from traditional reporting tools?
COMPASS Lens is an AI-powered conversational analytics assistant for Genesys Cloud. Unlike traditional dashboards or BI tools, Lens lets you simply ask questions in natural language — like “Which agents had the highest empathy scores last month?” — and instantly get answers, summaries, or charts. No SQL, no digging through reports. Just insight at your fingertips.
What kind of questions can I ask COMPASS Lens?
You can ask both predefined and ad-hoc questions related to:
Agent performance and coaching
Conversation sentiment and trends
Evaluation results and score breakdowns
Topics discussed, churn risks, silence patterns, and more
There are over 150 curated templates to guide you, or you can explore freely. For example:
👉 “What were the top customer concerns this week?”
👉 “Show me which queues had the most churn risk last month”
Do I need technical skills or access to dashboards to use Lens?
Not at all! Lens is designed for non-technical users — like supervisors, QA managers, or team leads — who need fast, actionable insights without relying on analysts or digging through dashboards. Lens handles all the heavy lifting behind the scenes, extracting and analyzing the right data to deliver clear answers, trends, and even visual summaries — all in plain language.
What data does COMPASS Lens use, and is it secure?
COMPASS Lens connects directly to your Genesys Cloud environment, using conversation analysis, evaluation data, and performance metrics. It respects Genesys Cloud’s permission model and SSO, so users only access data they are authorized to view. It runs securely on AWS, with full encryption, logging, and audit support.
What industries can benefit from COMPASS, and what are some specific use cases for each?
COMPASS can benefit a wide range of industries, including:
Retail & E-Commerce: Streamlining product inquiry handling, efficient returns and refunds processing, proactive upselling and cross-selling, and personalized agent development.
Telecommunications: Reducing customer churn, gaining network issue insights, optimizing call handling, and sentiment analysis for complaint resolution.
Travel & Hospitality: Automated quality management for multilingual teams, proactive issue escalation and resolution, personalized agent coaching, and cost optimization during seasonal peaks.
Tax Offices: Proactive taxpayer engagement, compliance monitoring and fraud detection, call handling optimization, and predictive taxpayer risk identification.
Tobacco Industry: Supporting compliance, multilingual engagement, and conversation quality across global markets.
Finance & Banking: Enhancing compliance monitoring, supporting loan applications, enabling sentiment-driven cross-selling, personalized agent development, and fraud detection via post-call analysis.
Insurance: Reducing churn with sentiment tracking, optimizing claims processing, boosting policy renewals, detecting fraud, and driving upselling opportunities through post-call insights.
Energy & Utilities: Identifying billing issues, promoting sustainability programs, providing energy-saving recommendations, SLA monitoring during crises, and predictive issue resolution.
Healthcare Services: Managing appointment scheduling, improving billing resolution, analyzing patient sentiment, enhancing multilingual support, and supporting agent development and compliance (e.g., HIPAA).
How does COMPASS improve agent performance and development?
COMPASS improves agent performance through several key features. It automates the creation of Personal Enhancement Plans (PEPs) based on conversation analysis and evaluations, identifying agent strengths and areas for improvement. The platform delivers targeted feedback and training recommendations, which improve agent skills and productivity. COMPASS also offers automated and custom hints for fair scoring during evaluations, and it includes workflows for QM manager feedback and agent dispute/comment handling. This ensures consistent and unbiased evaluations, leading to enhanced employee engagement and reduced turnover.
How does COMPASS enhance customer experience and satisfaction?
COMPASS enhances customer experience through features like sentiment analysis, which tracks customer emotions and identifies recurring issues. It provides actionable insights into customer satisfaction, enabling organizations to address service gaps and improve overall service quality. COMPASS can also predict customer churn and proactively engage with at-risk customers, offering personalized support to resolve their concerns. Additionally, the platform supports proactive upselling and cross-selling by identifying customer intent and suggesting targeted offers, which improves customer loyalty and drives revenue growth.
What are the main security features of COMPASS?
COMPASS ensures data security through a multi-layered approach built on the AWS ecosystem, delivering enterprise-grade protection, scalability, and performance. All data is encrypted in transit (via TLS 1.2+) and at rest (using AWS KMS), with full compliance to global standards such as ISO, SOC, GDPR, and HIPAA.
Access to data and platform features is strictly controlled through:
- AWS identity-based policies defining who can access what and under which conditions.
- Genesys Cloud’s permission model, which ensures users can only view or act on conversations, queues, divisions, or agent data they are explicitly authorized to access.
- Role-based access profiles within COMPASS, allowing granular configuration of user capabilities. For example, agent-level users can access only their own evaluations, while evaluators or managers can review team-level performance and initiate specific actions (e.g., re-generating AI analysis, assigning coaching plans).
- OAuth 2.0-secured APIs and SSO support (Okta, PingID), ensuring secure, seamless authentication and authorization.
COMPASS also employs:
- Token-based usage controls to manage AI consumption and cost, with limits based on queue, conversation type, and duration.
- AWS Bedrock for GenAI access, with private connectivity (via AWS PrivateLink) to isolate communication and avoid public internet exposure.
- Continuous monitoring via AWS CloudWatch and full audit trails for all API and user activity.
These measures ensure that only authorized personnel access sensitive data, that all access is traceable and policy-driven, and that your organization remains compliant and secure at scale.
How does COMPASS ensure cost-effectiveness and control?
COMPASS offers several cost-effective features and controls. The platform employs token-based billing, which allows for usage-based consumption, providing cost-effective and flexible pricing. Different pricing for input and inference tokens further reduces unnecessary expenses. Monthly budget controls with alerts help prevent unexpected costs, and admin controls for AI usage scope (like minimum conversation duration and queue selection) tailor AI usage to specific needs. Finally, configurable cost-incurring actions by user profile ensure that only authorized users can access cost-generating features.
Can you explain the token-based billing model of COMPASS and its advantages?
COMPASS uses a token-based billing model that offers usage-based consumption, making it cost-effective compared to user-based models. This model provides differentiated pricing for input and inference tokens, avoiding unnecessary expenses. It also includes features for robust cost control, such as flexible usage options (automated or on-demand), detailed token consumption visibility, monthly budget control with alerts, and admin controls for AI usage scope. Configurable cost-incurring actions by user profile ensure only authorized use of costly features, enhancing budget control.
Compass Token (CT) is the fundamental billing unit for every AI operation in COMPASS:
Feature | Action | Tokens counted | Compass Tokens |
•Auto-analysis •Auto-evaluations | •Input: characters submitted to the AI model (conversation transcription, prompts) •Output: characters the model generates in its answer (analysis & evaluation results, translations) | •1 input token •1 output token | •1 CT •5 CT |
•PEP: Personal Enhancement Plans | •Input: characters submitted to the AI model (prompts, conv. Analysis & evaluations) •Output: characters the model generates in its answer (narrative, PEP output, translations) | •1 input token •1 output token | •1 CT •6 CT |
•Compass Lens Sessions & Analysis | •Input: characters submitted to the AI model (prompts, DB query, DB results) •Output: characters the model generates in its answer (analysis, table and chart data) | •1 input token •1 output token | •1 CT •7 CT |
What competitive advantages does COMPASS offer compared to other contact center solutions?
COMPASS offers several competitive advantages that set it apart. Its deep integration with Genesys Cloud allows it to fully leverage existing infrastructure and features, providing a seamless and efficient user experience. A key differentiator is COMPASS’s ability to automatically generate conversation analysis, agent evaluations, and personalized enhancement plans (PEPs) – significantly reducing manual effort and accelerating performance improvement cycles.
The platform delivers AI-powered data analysis and intelligent automated reporting, giving organizations secure, real-time insights into performance, compliance, and entire customer experience.
COMPASS also introduces a flexible, usage-based token billing model, ensuring organizations only pay for what they use—making it significantly more cost-effective and scalable than traditional user-based licenses. This model is complemented by robust cost control features such as budget alerts and administrative usage limits.
Its widget-style floating window design improves usability, while the scalable AWS-based microservices architecture ensures enterprise-grade performance and reliability. Unlike many closed systems, COMPASS provides full data access for advanced reporting, and supports multilingual environments, making it ideal for global operations.
Beyond cost savings, what other ROI benefits does COMPASS provide?
Beyond cost savings from automation and efficient token-based billing, COMPASS delivers substantial ROI through multiple value-driving capabilities. It enhances agent performance with tailored development plans (PEPs), ensures fair and consistent evaluations, and accelerates resolution times through AI-driven insights and proactive customer retention strategies based on churn predictions.
With AI-powered data analysis, every manager effectively has a virtual data analyst in their pocket, gaining instant access to actionable insights without needing dedicated analytics resources. The platform also fully automates labor-intensive tasks such as conversation analysis, agent evaluations, and enhancement recommendations—freeing up time and resources for higher-value activities.
Its multilingual support extends usability across global teams, and its scalable architecture enables organizations to analyze thousands of conversations per month, driving continuous improvement and stronger customer outcomes at scale.
Chancery Station House, 31-33 High Holborn,
London WC1V 6AX
UK
© Copyright CC Expertise Ltd
