Evolve QA with AI: Stay Current and Keep Humans in Control

Name: Staying Ahead with QA & Call Recording: Technology an Enabler to Augment and Inform Human Judgement
Uploaded: 2025-10-21T07:11:18Z
Duration: 1 min 18 s
Description: Allan Reizman, Senior Solutions Architect at Enghouse Interactive, explains how to stay current with Quality Assurance and Call Recording, focussing on viewing technology as an enabler to augment and inform human judgement

AI is transforming Quality Assurance in contact centers. Real-time analytics and sentiment tools make it possible to evaluate every interaction, uncover insights faster, and remove bias. But human context still matters. Enghouse CX Quality expert Allan Reizman discusses modernizing QA without losing control.

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In this short video, discover how contact centers can:

Combine automation with human-in-the-loop insight for balanced, fair evaluations
Use AI to identify trends, training needs, and performance gaps
Leverage cloud QA for scalability and omnichannel integration
Keep pace with evolving tools while maintaining oversight and trust

Learn how to use AI as an enabler, not as a replacement.