Cogentiq CX is for US bank contact center, customer experience, and regulatory compliance leaders running million-plus call volumes on a 1 to 2 percent QA sample. It sits beside your existing CCaaS stack, scores every voice and chat interaction against your documented SOPs, and turns each flagged interaction into a targeted coaching simulation for the specific agent who failed.
Most bank QA programs sample 1 to 2 percent of contact center calls. The other 98 percent is a black box.
The IVR routing problem we found at one regional bank. The sample never picked it up. The CFO was asking the wrong question.
What one bank paid for statements made on calls that no QA program ever heard. The exposure is structural.
Cogentiq CX runs underneath your existing contact center stack. It ingests recordings, scores every interaction against your SOPs, and feeds the findings back into agent coaching and call automation. The QA team keeps doing its work — they just spend their time on the calls the system already flagged as high-signal.
Analyzes two to three months of historic conversations to categorize every call with deep accuracy. Not "credit card closure" but "credit card closure because the mileage program changed."
Voice AI automates the lowest-risk call categories first and ramps to 30 to 40 percent of volume across six months. Human handover on sensitivity. The AI writes the CRM disposition note.
Scores 100 percent of interactions against your documented SOPs and compliance KPIs. Identifies the exact utterance where compliance failed. Auto-triggers a role-play simulation for the specific agent on the specific KPI.
A 5 to 10 billion dollar single-state bank, 1.2 million inbound calls per quarter, 14 QA specialists sampling 2.4 percent of calls. The CFO was asking about handle time on the new-customer cohort. The dashboard could not answer the question.
on the new-customer cohort, across two quarters
across the affected IVR paths
no QA reduction, no agent reduction, no supervisor change
Cogentiq CX deploys alongside the contact center infrastructure you already run. The QA program continues. The CCaaS layer stays where it is. The system ingests recordings and overlays the SOPs you have already documented.
No deck. No demo theater. A short conversation about the patterns sitting in your unsampled 98 percent, and what they would surface in the first month.