Quality Monitoring: empower your employees to perform to their potential

Harness the power of Quality Monitoring to ensure perpetually improving customer service and enhance your business. Record all interactions from each communication channel to assess agents and receive bespoke performance-based guidance on how to develop their skills.

Identify the solution that will benefit you the most

Orange will help personalize your solution to fit your contact centers and enrapture your workforce. Agent-specific training and identifying drawbacks are just two of the many advantages of Quality Monitoring.

Constant improvement

Constant improvement

Identify potential pitfalls

  • Eliminate random recording with cherry-picked examples
  • Review only the most relevant conversations
  • Identify why some calls are ineffective
  • Increase first-contact resolution, and keep your customers happy
Agent transformation

Agent transformation

Improve your workforce’s capabilities

  • Share winning agent practices with your entire team
  • Guide your workforce to new heights with multi-skill evaluations and personalized training
  • Develop agent skills with automatically-created training packs
  • Enhance training sessions with the playback feature
Efficiency and compliance

Efficiency and compliance

Ensure compliance and transparency

  • Ensure flawless compliance with regulations and internal standards
  • Gain instant credibility and data verification with secure records
  • Resolve issues early on
  • Speed up processes in the event of legal action

Not to mention ROI boosts

Reduce the time customers wait on the phone, and deliver more effective customer service.


ROI improvements


It empowers everybody

From owners to agents, Quality Monitoring improves your organization at every level.


Business owners

  • Powerful analytics
  • Customer journey improvement
  • Compliance and liability

IT Directors

  • Fast and easy installation
  • Orange worldwide 24/7 support



  • Lower turnover
  • Better quality of service
  • Management process synergies


  • Training and skills development
  • Motivation, satisfaction and adherence


An experienced integrator you can trust

We are a proven integrator with unique capabilities in machine learning, analytics and automation. We will map your business needs and smoothly integrate Quality Monitoring into your contact center for a seamless approach and a bespoke end-to-end journey. Our aftercare service has 15 experts worldwide to solve any issues you may encounter.


Our partners

We have a vast repertoire of business partners, and you'll benefit from working with leaders in the customer service market, including:


Customer case studies

Our comprehensive expertise and experience has helped many global customers benefit from our solutions.

A leading medical service provider

A leading medical service provider

Orange helped strengthen commitment to managing the safety of traveling customers

  • Quality Monitoring for 22 contact centers in Singapore and the USA
  • Higher level of customer service
  • Agent efficiency improved to provide customers with best support
  • Data-driven decisions optimized employee skills
A leading French insurance company

A leading French insurance company

Reinforced their operational performance through employee engagement

  • Quality Monitoring solution replaced inefficient legacy methods
  • Simpler, faster, more effective processes
  • Automated monitoring boosted performance
  • Higher quality customer service with a more personalized approach
  • Targeted training developed agents to their full potential


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