OttoQA

What OttoQA is

OttoQA evaluates contact center interactions against a customer’s existing quality assurance forms, producing evaluations, behavior trends, coaching plans, and call summaries. It supports voice, chat, email, and help desk interactions, with options to score every call or use statistically valid sampling. The product page says it supports any language and predicts CSAT and NPS on each call using interaction content, sentiment, intent, and behavioral signals. Redo adds AI role-play for new-hire practice, remediation, and ongoing skills training. Setup starts from the customer’s QA forms and includes calibration through a 200-call proof of concept. OttoQA says it does not retain call recordings or raw transcripts on its servers and masks PII/PHI before storage. It states HIPAA and PCI-DSS compliance, TLS 1.2+ encryption in transit, and AES-256 encryption at rest; SOC 2 is in progress. The web-based product is paid, has no free plan, and offers a free trial. One-time setup is listed at 1000.00 USD; custom pricing applies above 10,000 evaluations per month.