No. 8 of 24 ·Call Center Quality Management Software

TELUS Digital Agent Quality Insights

Web

Freedom report

One barScore 5.4

Free tierNo free tier on record
Open codeNo open-source code on record
Runs widely1 of 6 device platforms
DocumentedPlans, terms and facts published

TELUS Digital Agent Quality Insights is ranked #8 of 24 in call center quality management software on Freedom251. It runs on Web.

Compared on call center quality management software

Coaching workflows: Yes
AI-assisted scoring: Yes
Calibration tools: Yes
Compliance reviews: Yes
QA channels: omnichannel

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The record

Purpose: Agent Quality Insights analyzes calls, chats and bot interactions to provide sentiment, scoring and real-time agent coaching.
Coverage: The product is designed to analyze every customer touchpoint across voice and digital channels.
Scoring: It uses AI-powered rubrics that can be calibrated to a business’s customer experience blueprints.
Interaction insights: Intent tagging and topic modeling categorize interactions to reveal trends and potential root causes of high handle times or self-service failures.
Human review: Managers can audit and override AI scores, creating a feedback loop to tune the model to business needs.
Agent coaching: Automated scoring identifies performance gaps for immediate intervention and personalized training.
Training integration: Fuel iX Agent Trainer uses AI-flagged skill gaps to create personalized practice modules that simulate voice or chat interactions.
Platform integration: TELUS Digital says its AQM solutions integrate with existing CCaaS and data platforms.
Technical approach: TELUS Digital says the solution uses machine learning, natural language processing and speech-to-text models to transcribe and analyze conversations.
Scale example: TELUS reports that Agent Quality Insights automatically analyzed 100% of its customer interactions and improved coaching efficiency by 26%.
Security and compliance: TELUS Digital describes the broader AI-powered agent tools as having enterprise-grade Google Cloud security and says the tools support process adherence.
Availability: The product page invites visitors to schedule a demo of an AQM sandbox and connect with a CX AI specialist.
Intent and topic analysis: Intent tagging and topic modeling categorize interactions to expose emerging trends and possible root causes of high average handle times or self-service failures.
Sentiment and summaries: The product provides sentiment analysis and rationalized interaction summaries that explain the reasons behind sentiment.

Where it ranks on Freedom251

Best Call Center Quality Management Software in 2026#8 of 24

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Sources

telusdigital.com/solutions/ai-customer-care/ai-powered-a· checked 5 Oct 2026
telusdigital.com/insights/customer-experience/article/ho· checked 5 Oct 2026
telusdigital.com/insights/customer-experience/resource/t· checked 5 Oct 2026
telusdigital.com/solutions/ai-customer-care/ai-powered-a· checked 5 Oct 2026
telusdigital.com/solutions/ai-customer-care· checked 5 Oct 2026