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.

Unleash AI That Actually Delivers Without the High Costs & Limitations

Most contact center AI solutions promise intelligent automation but fall short – offering only basic sentiment scores, generic summaries, and rigid pricing models. COMPASS provides true Generative AI-powered conversation analysis, real-time insights, and automated agent evaluations – efficiently and affordably.

1

AI That Goes Beyond Simple Scores

Don’t settle for AI that only summarizes calls. COMPASS delivers context-rich conversation analysis, justified scoring insights, and actionable agent evaluations in seconds. GenAI powered Quality Management and Personal Enhancement Plans as well as Reporting and data extracts are all included!

2

Cost Transparency & Flexibility

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.
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.

Cost-Effective Billing Model

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.