Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A contact centre reviewing 2% of interactions manually sampled a fraction of interactions for quality. Coaching was based on whichever calls happened to be pulled, agents disputed the fairness of the sample, and systemic issues went unseen.
What Omnifys deployed
- Automated quality scoring across every interaction
- Coaching themes identified per agent and per team
- Supervisor review required before any performance action
- Customer sentiment tracked alongside quality scores
Agents used: Conversation Intelligence Agent, Sentiment Analysis Agent, Knowledge Insights Agent.
Results
- 100% — of interactions quality-reviewed, up from 2%
- 34% — improvement in average quality score
- 5 — systemic process issues identified
- 0 — performance actions taken without supervisor review
Why it worked
Agents accepted full coverage more readily than sampling — a random 2% had always felt arbitrary, and full review removed the argument.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.