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TELUS Digital Agent Quality Insights
What TELUS Digital Agent Quality Insights is
TELUS Digital Agent Quality Insights is a web-based quality and coaching tool for contact centers. It analyzes customer interactions across voice and digital channels, including calls, chats and bot interactions. The product provides sentiment analysis, interaction summaries and AI-assisted scoring. Intent tags and topic models group conversations to help teams identify trends and investigate possible causes of long handle times or self-service failures.
Businesses can calibrate scoring rubrics to their customer experience blueprints. Managers can review and override AI scores, using that feedback to adjust the model. Automated scoring highlights performance gaps for coaching, while Fuel iX Agent Trainer can use flagged skill gaps to create personalized voice or chat practice modules. The product can also flag compliance risks in analyzed calls and chats.
TELUS Digital says the tool integrates with existing CCaaS and data platforms and uses machine learning, natural language processing and speech-to-text to transcribe and analyze conversations. TELUS reports that its own deployment analyzed all customer interactions and improved coaching efficiency by 26%. Prospective customers can connect with a CX AI specialist and schedule a demo of an AQM sandbox. Pricing is available on request.
Who it suits
Agent Quality Insights suits contact centers seeking automated quality scoring, interaction analysis and coaching workflows across voice and digital channels. It may also fit teams that want managers to calibrate scores and turn identified skill gaps into practice modules.
What it does well
- Analyzes customer interactions across voice and digital channels.
- Provides sentiment analysis, summaries, scoring and coaching signals.
- Managers can audit and override AI scores.
- Fuel iX Agent Trainer creates personalized voice or chat practice modules.
- Integrates with existing CCaaS and data platforms, according to TELUS Digital.
- Can flag compliance risks in analyzed calls and chats.
What to know first
- Pricing is available on request.
- The listed platform is web only.
Getting started
- Visit the TELUS Digital Agent Quality Insights product page.
- Connect with a CX AI specialist.
- Schedule a demo of the AQM sandbox.
- Discuss integration with your existing CCaaS and data platforms.
Verdict
Contact centers looking for omnichannel quality analysis and coaching should consider Agent Quality Insights, particularly if manager calibration and personalized practice are priorities. Buyers who need published pricing or a listed platform beyond web have less information here to work with.
Questions
How much does Agent Quality Insights cost?
Pricing is available on request.
What interactions does it analyze?
It analyzes calls, chats and bot interactions across voice and digital channels.
Can managers adjust AI scores?
Yes. Managers can audit and override scores to help tune the model to business needs.
Does it integrate with contact center platforms?
TELUS Digital says its AQM solutions integrate with existing CCaaS and data platforms.
How can I learn more or see the product?
The product page invites prospective customers to connect with a CX AI specialist and schedule a demo of an AQM sandbox.
What platforms are listed?
The listed platform is web.
Facts from TELUS Digital Agent Quality Insights's own pages
- Agent coaching
- Automated scoring identifies performance gaps for immediate intervention and personalized training. · telusdigital.com, 5 Oct 2026
- Availability
- The product page invites visitors to schedule a demo of an AQM sandbox and connect with a CX AI specialist. · telusdigital.com, 5 Oct 2026
- Calibration
- Managers can audit and override AI scores, creating a feedback loop to tune the model to business needs. · telusdigital.com, 5 Oct 2026
- Coaching and training
- Automated scoring identifies performance gaps for immediate coaching, and Fuel iX Agent Trainer can create personalized practice modules based on AI-flagged skill gaps. · telusdigital.com, 5 Oct 2026
- Compliance monitoring
- In the TELUS case study, Agent Quality Insights is described as flagging compliance risks in analyzed calls and chats. · telusdigital.com, 5 Oct 2026
- Coverage
- The product is designed to analyze every customer touchpoint across voice and digital channels. · telusdigital.com, 5 Oct 2026
- Founded
- 2005 · telusdigital.com, 28 Sept 2026
- Headquarters
- Vancouver, British Columbia, Canada · telusdigital.com, 28 Sept 2026
- Human review
- Managers can audit and override AI scores, creating a feedback loop to tune the model to business needs. · telusdigital.com, 5 Oct 2026
- Integrations
- TELUS Digital says its AQM solutions integrate with existing CCaaS and data platforms; its agent tools page names AWS, Genesys, Google, Five9 and Zendesk among its vendor partnerships. · telusdigital.com, 5 Oct 2026
- Intended audience
- TELUS Digital presents the product as an automated quality and coaching tool for contact centers. · telusdigital.com, 5 Oct 2026
- 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. · telusdigital.com, 5 Oct 2026
- Interaction insights
- Intent tagging and topic modeling categorize interactions to reveal trends and potential root causes of high handle times or self-service failures. · telusdigital.com, 5 Oct 2026
- Notable deployment detail
- TELUS Digital says its framework integrates with existing CCaaS and data platforms, but the product page does not specify individual supported platforms or system requirements. · telusdigital.com, 5 Oct 2026
- Platform integration
- TELUS Digital says its AQM solutions integrate with existing CCaaS and data platforms. · telusdigital.com, 5 Oct 2026
- Purpose
- Agent Quality Insights analyzes calls, chats and bot interactions to provide sentiment, scoring and real-time agent coaching. · telusdigital.com, 5 Oct 2026
- Scale example
- TELUS reports that Agent Quality Insights automatically analyzed 100% of its customer interactions and improved coaching efficiency by 26%. · telusdigital.com, 5 Oct 2026
- Scoring
- It uses AI-powered rubrics that can be calibrated to a business’s customer experience blueprints. · telusdigital.com, 5 Oct 2026
- 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. · telusdigital.com, 5 Oct 2026
- Security and trust
- TELUS Digital describes its broader customer care AI solutions as maintaining security and compliance at scale; the product page also describes built-in audit capabilities for human calibration. · telusdigital.com, 5 Oct 2026
- Sentiment and summaries
- The product provides sentiment analysis and rationalized interaction summaries that explain the reasons behind sentiment. · telusdigital.com, 5 Oct 2026
- Support and purchase path
- The product page invites prospective customers to connect with a CX AI specialist and schedule a demo of an AQM sandbox. · telusdigital.com, 5 Oct 2026
- Technical approach
- TELUS Digital says the solution uses machine learning, natural language processing and speech-to-text models to transcribe and analyze conversations. · telusdigital.com, 5 Oct 2026
- TELUS deployment
- TELUS Digital reports that Agent Quality Insights automatically analyzed all TELUS customer interactions and improved coaching efficiency by 26%. · telusdigital.com, 5 Oct 2026