Interaction Intelligence Platform for Contact centres
Echo is an AI-powered Interaction Intelligence Platform
that detects risk before it hurts and elevates agents from competence to excellence.
It unifies quality assurance, standard operating procedures, and real customer
interactions into a single, actionable intelligence layer built for decisive leadership.
How does Echo work
Every interaction becomes data. Every data point becomes action. Echo transforms the noise of daily contact centre work into clear, decisive intelligence that moves your business forward.
Connects your Contact centre & ingests call recordings and transcripts from all customer interactions
Integrates with your knowledge systems including SOPs, work instructions, & KBAs enables supervisors to define quality metrics weighted to priorities
AI compares & analyses 100% of interactions against your standards, surfacing strategic insights
Identifies compliance risks, performance gaps, & provides targeted recommendations to guide coaching & enable strategic leadership
What Echo delivers
Three core strengths that reshape how you manage quality and compliance
Complete interaction coverage
Analyze one hundred percent of customer interactions automatically, replacing inconsistent spot checks with continuous intelligence
Eliminate subjectivity and scale
Remove manual review bottlenecks and supervisor bias while evaluating every interaction at a fraction of the cost
Assess remediation effectiveness
Echo extends beyond pinpointing problems to assess how well your remediation strategies work, converting data into actionable outcomes
Precision QA powered by Dynamic Process Adherence
Dynamic Process Adherence grounds intelligence in your operational reality by integrating directly with your work instructions and standard operating procedures.
Measure quality based on how closely interactions follow your SOPs and work instructions, ensuring consistency across every customer touchpoint.
Echo's dual power
An integrated intelligence platform that empowers strategic oversight, proactively identifies risk, and delivers end-to-end visibility into the customer experience.
Detect the risk before it hurts
Echo proactively identifies and reports across your specific regulatory obligations. Beyond detection, Echo assesses how well your remediation strategies are performing, enabling you to address compliance gaps before they escalate into regulatory incidents or customer harm.
Purpose-built for strategic leadership
Purpose-built AI designed specifically for interaction intelligence shifts supervision from reactive firefighting to strategic leadership. Supervisors can assess quality with precision, act at the moment of maximum impact, and build workforce strategies that align individual growth with business needs.
How Echo transforms operations
Watch Supervisors evolve from reactive management to strategic leadership
Build intelligence from your reality
Echo integrates with your existing standard operating procedures and work instructions to establish a comprehensive baseline of operational excellence.
Align standards across your team
Weight metrics to match regulatory priorities and business objectives. Create unified quality standards that remove supervisor bias and align every evaluation.
Measure process adherence in every interaction
Echo analyzes 100% of interactions automatically, replacing inconsistent spot checks with continuous, objective intelligence.
Drive improvement at the moment of impact
Supervisors act with precision, coaching agents when it matters most and building strategies that align growth with business needs.
Enhancement across every level
Echo streamlines operations throughout your entire organisation.
Evolve into elite operators
Deliver exceptional service with consistency and precision.
Build high-performing teams
Gain the intelligence to drive excellence across your operation.
Reduce risk while improving
Real-time visibility into quality, compliance, and workforce capability.
Build risk-informed solutions
Leverage risk identification to deliver tailored solutions that address your customers' unique needs and challenges while converting risks into opportunities for your business.
Telecommunications
Predict & Prevent Churn:
Detect frustration, unresolved issues, and competitive intent in customer conversations.
Reduce Billing & Contract Disputes:
Flag misaligned expectations around pricing, promotions, and terms before they turn into escalations or complaints.
Ensure Sales & Retention Compliance:
Verify agents follow approved offers, disclosures, and cancellation rights across every customer interaction.
Financial services
Identify Customer Vulnerability:
Detect financial hardship and life-event signals.
Prevent Conduct, Advice & Disclosure Risk:
Analyse customer conversations to surface mis-selling, inappropriate advice, and missing or unclear disclosures before they escalate.
Deliver End-to-End Regulatory & Risk Visibility:
Unify QA, SOPs, and live interactions into a single intelligence layer.
Energy & Utilities
Identify Vulnerable Customers:
Detect medical dependency, signs of monetary strain and safety-related signals.
Manage Escalation During Outages:
Monitor sentiment and risk.
Strengthen Regulatory Compliance:
Ensure agents consistently follow procedures across billing, disconnections, and safety communications.
Built on trust & recognition
Developed by Automatise.
Recognised by industry leaders &
built to the highest security standards.
