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SPECIFICTION
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TELUS Digital Agent Quality Insights

telusdigital.com

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Visit telusdigital.com
Spec score 6.9 #23 of 24 in Call Center Quality Management Software

What it is

TELUS Digital Agent Quality Insights is web-based contact-center quality software for reviewing customer interactions across voice and digital channels. It analyzes calls, chats and bot interactions for sentiment, summaries, scoring and coaching signals. AI rubrics can be calibrated to a business’s customer-experience blueprints, while managers can audit or override scores to refine the model. Intent tags and topic modeling organize interactions and help expose trends or possible causes of high handle times and self-service failures. Automated scoring highlights performance gaps for immediate coaching, and Fuel iX Agent Trainer can turn flagged skill gaps into practice modules that simulate voice or chat exchanges. TELUS Digital says the system uses machine learning, natural language processing and speech-to-text models, and integrates with existing CCaaS and data platforms. Compliance risks can be flagged in analyzed calls and chats. The product is paid, with pricing on request, and TELUS invites prospects to schedule an AQM sandbox demo.

Spec sheet

Purpose
Agent Quality Insights analyzes calls, chats and bot interactions to provide sentiment, scoring and real-time agent coaching.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
Headquarters
Vancouver, British Columbia, CanadaRead 28 Sep 2026 · telusdigital.com
Founded
2005Read 28 Sep 2026 · telusdigital.com
Agent coaching
Automated scoring identifies performance gaps for immediate intervention and personalized training.Read 5 Oct 2026 · telusdigital.com
Availability
The product page invites visitors to schedule a demo of an AQM sandbox and connect with a CX AI specialist.Read 5 Oct 2026 · telusdigital.com
Calibration
Managers can audit and override AI scores, creating a feedback loop to tune the model to business needs.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
Compliance monitoring
In the TELUS case study, Agent Quality Insights is described as flagging compliance risks in analyzed calls and chats.Read 5 Oct 2026 · telusdigital.com
Coverage
The product is designed to analyze every customer touchpoint across voice and digital channels.Read 5 Oct 2026 · telusdigital.com
Human review
Managers can audit and override AI scores, creating a feedback loop to tune the model to business needs.Read 5 Oct 2026 · telusdigital.com
Intended audience
TELUS Digital presents the product as an automated quality and coaching tool for contact centers.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
Interaction insights
Intent tagging and topic modeling categorize interactions to reveal trends and potential root causes of high handle times or self-service failures.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
Platform integration
TELUS Digital says its AQM solutions integrate with existing CCaaS and data platforms.Read 5 Oct 2026 · telusdigital.com
Scale example
TELUS reports that Agent Quality Insights automatically analyzed 100% of its customer interactions and improved coaching efficiency by 26%.Read 5 Oct 2026 · telusdigital.com
Scoring
It uses AI-powered rubrics that can be calibrated to a business’s customer experience blueprints.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
Sentiment and summaries
The product provides sentiment analysis and rationalized interaction summaries that explain the reasons behind sentiment.Read 5 Oct 2026 · telusdigital.com
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.Read 5 Oct 2026 · telusdigital.com
Technical approach
TELUS Digital says the solution uses machine learning, natural language processing and speech-to-text models to transcribe and analyze conversations.Read 5 Oct 2026 · telusdigital.com
TELUS deployment
TELUS Digital reports that Agent Quality Insights automatically analyzed all TELUS customer interactions and improved coaching efficiency by 26%.Read 5 Oct 2026 · telusdigital.com
Training integration
Fuel iX Agent Trainer uses AI-flagged skill gaps to create personalized practice modules that simulate voice or chat interactions.Read 5 Oct 2026 · telusdigital.com

Strong points and limits

Strong points

  • Analyzes voice and digital customer touchpoints
  • AI scoring supports immediate coaching
  • Managers can audit and override scores
  • Intent and topic analysis reveals trends
  • Integrates with existing CCaaS and data platforms

Limits

  • Pricing is available only on request
  • Requires a web-based deployment

Who it suits

It suits contact centers seeking automated omnichannel quality reviews, coaching workflows and compliance checks. Managers who need to calibrate or override AI scores may also find its review controls relevant.

Verdict

Agent Quality Insights combines omnichannel analysis, configurable scoring and coaching-oriented training workflows. It is worth considering when contact-center teams need human calibration alongside automated reviews, but buyers must request pricing and confirm platform requirements.

Where Specifiction places it

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