TELUS Digital Agent Quality Insights

6.4easy start · #17 of 24
in Call Center Quality Management Software

Free to practise onnot on record
Free trialnot on record
Well documentedyes
Runs where you worknot on record

Runs on Web.

TELUS Digital Agent Quality Insights is ranked #17 of 24 in call center quality management software on The Geeks Club. 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 The Geeks Club

Best Call Center Quality Management Software in 2026#17 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