Customer experience intelligence
Every conversation, scored. Every agent, coached.
SiR by CertainlyCX scores every customer conversation against your rubric, ranks agent performance and turns the findings into coaching that moves CSAT.
AI quality assurance
Score 100% of calls, chats and emails against a weighted rubric, with reasoning behind every metric.
Performance analytics
Agent rankings, trends and team comparisons across QA, CSAT, AHT and resolution rate.
Coaching that lands
Ranked coaching priorities per agent, grounded in the interactions that caused them.
CoPilot and AI agents
Draft replies grounded in your knowledge base, plus voice agent call logs and A/B testing.