Pentafon HR Solutions & EY México Drive the Conversation Around Intelligent Quality in Contact Centers
From Manual Monitoring to Automated Quality: Pentafon HR Solutions Introduces Its AI-Powered QA Evaluator
Quality in contact centers requires more than evaluating a limited sample of interactions. It demands the ability to identify patterns, detect risks, and generate corrective actions with speed and consistency. That is why solutions such as Pentafon HR Solutions’ AI-Powered QA Evaluator combine artificial intelligence, automation, and analytics to expand monitoring coverage, enabling organizations to evolve from traditional approaches that analyze approximately 3% of interactions to models capable of evaluating up to 30%, accelerating operational feedback and turning every interaction into a continuous source of actionable insights.
This approach strengthens operational visibility and control while reducing quality assurance costs by up to 60%.
In an environment where every interaction matters, contact centers face an increasingly important challenge: making decisions based on a minimal sample of conversations while a large portion of the operation remains unanalyzed. In a data-driven world, one of the greatest risks is the silence of the other 98% of calls.
With this premise, Pentafon HR Solutions hosted the event "Quality Assurance with Generative AI in Contact Centers", held on March 19 at Club 51, Torre Mayor, with the participation of representatives from 14 companies across multiple industries. The event opened a strategic conversation about how artificial intelligence can transform quality processes—not only by evaluating more interactions, but by doing so better, faster, and with greater capacity for action.
During the session, Pentafon introduced its AI-Powered QA Evaluator, a solution designed to analyze interactions, assess quality criteria, identify patterns, generate feedback, and enable action plans for operations. Its purpose is clear: to evolve from a limited and manual monitoring model to a broader, more timely, and more consistent approach capable of reducing operational management costs, minimizing errors, and, most importantly, mitigating security risks.
Results
- 30%+ of calls evaluated
- 97% accuracy
- 80% reduction in manual supervision
- 30 seconds per evaluation
- Increase in monthly monitoring volume from 1,500 to 22,000 evaluations
- Immediate feedback
Learn how these results can impact your operation by scheduling a session with our team and discovering how the AI-Powered QA Evaluator can be integrated into your contact center.
Beyond volume, the true value lies in the ability to transform information into decisions. Expanding the evaluation sample makes it possible to identify trends, inconsistencies, risk areas, training opportunities, and operational behaviors that may have previously gone unnoticed. This strengthens quality management while directly impacting customer experience, agent performance, and operational traceability.
The event also featured the strategic collaboration of EY México, with participation from Erika Cardoso Ocampo, Executive Director | AI & Data, and Bárbara Fernández Vargas, Associate Partner | Corporate Law, Intellectual Property and Privacy, who delivered the presentation "Building Trust: Data Privacy and Quality Assurance with AI."
Their consulting expertise enriched the discussion around the responsible use of artificial intelligence, data protection, and the importance of implementing technology solutions grounded in trust, security, and compliance.
Participant engagement confirmed the growing relevance of the topic. The opportunity to expand evaluation coverage, accelerate feedback loops, and strengthen risk mitigation sparked an active discussion about the practical application of AI in contact center operations.
At Pentafon HR Solutions, we believe quality should no longer be limited to reviewing a small sample of interactions—it should become a continuous source of operational intelligence.