OptiML QMS
AI-Powered Quality Management System for |
- 100% Call Coverage
- Automated Scoring
- Compliance Alerts
The System that listens to every conversation
OptiML QMS is an end-to-end AI powered Quality Management platform for Contact Centre Operations. It transcribes every conversation, scores each conversation against defined Quality Analytics parameters, evaluate sentiment and perform compliance risk in the conversation and suggests training applicable to the each agent — automatically, across any language, at any scale that helps enhance floor governance.
Why OptiML QMS
A contact centre's success depends on how well customer conversations are heard, analysed, and acted upon. Yet most contact centres still rely on traditional call quality analysis and end up reviewing <2% of Client conversations. The other 98% of calls acts as the blind spot as that contains the real voice and intentions of the customer — and this is where compliance breaches, missed sales, and unhappy customers go unnoticed resulting unsatisfied Clients driving huge revenue losses to contact centres.
Unlike any other traditional QMS tools, OptiML QMS is built keeping in view the real challenges of Clients in gathering insights of what their Clients say. OptiML QMS an AI powered modern, multi-tenant, micro-services-based platform built to address the contact centre's core challenge — Call Audit & Analysis and the outcomes.
OptiML QMS boost contact center's performance with precise information on quality every information, Client's prospective, Agent performance, Deep dive on Client expectations, Precise coaching inputs on Agents improvement areas, Sentiment analysis, Cross sell and up-sell opportunities, rating of the conversation of unlimited parameters, CSAT scores etc. that streamlines operations and enhance Operational efficiency. OptiML QMS is designed to transform customer interactions and drive excellence.
Client Sentiment Reader
OptiML QMS uses AI to read customer and associate feedback and sort it accurately into positive, neutral and negative. Client sentiments are further analysed to obtain meaningful results.
Boost Customer Experience
OptiML QMS revolutionises customer service with detailed insights of each conversation. It scrutinises extensive customer interaction data, revealing patterns and trends that conventional systems fail to catch. With OptiML QMS no Client call is a surprise any more.
QA on Autopilot: Quality Assurance Without Manual Sampling
OptiML QMS automates call transcription, agent evaluation, call analysis and reporting in near real time, so quality assurance runs without a team sampling calls by hand.
Skilling and Upskilling
Basis the Call Quality analysis, OptiML-QMS extends personalised and precise skilling and training inputs to agents that optimises training time with quantity and quality that enhances the overall training life cycle.
Focused Analytics driving Business Growth and CSAT
Leveraging the predictive power of OptiML-QMS, contact centres can foresee potential quality issues before they occur and reach out to Customers before any escalation. Also reach out to Clients for all cross sell opportunities.
Perpetual Efficiency Improvement
OptiML QMS offers Generative AI with Cognitive services enables ongoing enhancement by continuously evaluating processes and recommending optimisations.
What you get
🎧 100% call audit coverage
Every call, every agent, every campaign, every client — transcribed, analysed, and scored. No sampling.
🧠 Your QA rules, on autopilot
Configurable scorecards per campaign. Evaluate tone, script adherence, product knowledge, fatal errors, sales outcomes and more — All that matters to your business.
👥 Agent insights
AI-generated performance summaries with accuracy, dispute workflows, peer benchmarking, and precise coaching recommendations for every agent and manager on the floor.
📊 Leadership analytics
Word clouds, sentiment trends, disposition breakdowns, top-reason analysis, and campaign-level dashboards — all conversations extended to floor supervisors for corrective measures.
🏢 Multi-tenant by design
Run multiple business units, subsidiaries, or client accounts on one platform with fully data isolation.
🔒 Enterprise-grade security
ISO/IEC 27001:2022, ISO 9001:2015,PCIDSS 4.0.1, CMMI Level 5 certified. Client data is processed in a very secured environment with PI data treatment as per DPDP, GDPR regulations.
Calls audited
Automated workflows
Call monitoring efficiency
Increase in Closure Rates
Increase in CSAT
Decrease in Ramp-up time
The four-stage pipeline
From audio file to coaching insight in minutes
Ingest
OptiML connects to existing call storage (cloud storage, on-premise storage, or direct upload) to extract the audio file. Files are queued, validated, and tagged with campaign and Agent metadata. Bulk ingest supports tens of thousands of calls per hour.
Transcribe
Each call is transcribed using advanced speech-to-text engines, with speaker diarization that cleanly demarks agent and customer conversations. OptiML QMS support multilingual speech transcribe for languages like English, Hindi, Indian and some international regional languages.
Evaluate
A library of LLM-orchestrated prompts — fully configurable per campaign — scores each call against defined QA parameters. Sentiment, script adherence, compliance flags, fatal errors, sales outcomes, and custom tags are produced in one pass.
Surface
Results flow into role-specific dashboards: agents see their own scores and coaching notes, team leads see their batch, QA auditors see review queues, and leadership sees campaign-wide analytics. A single analytical view for everyone.
Deployment flexibility
Cloud-hosted SaaS
OptiML QMS platform access is offered through on-premise managed production environment for customers as a SaaS model with zero infrastructure overhead to Clients. Customers does prefer to go with this model to experience high uptime yet no involvement.
Private cloud / on-premise
OptiML QMS is also offered over all premium Cloud service providers over containerised, cloud-agnostic deployments for customers with data residency or compliance requirements — leading public cloud providers or your own data centre.
Key capability areas of OptiML QMS
1. Campaign Management
- Create, clone, and manage QA campaigns per client, product, or team
- Configure QA parameters and LLM prompts without touching code
- Bulk-upload audio or ingest from object storage URLs
- Start, pause, and stop transcription jobs from the dashboard
- Track job status, queue depth, and processing health
2. Automated Transcription & Scheduler
- Background workers process audio files as they arrive
- Multilingual transcription with speaker diarization
- Real-time job status tracking with pause/resume controls
- Stop-all safety controls for operational emergencies
- Deletion workflow for files that should not be retained
3. Intelligent QA Scoring
- Configurable scorecards per campaign
- Automatic evaluation against every QA parameter
- Sentiment analysis (positive, neutral, negative + custom sentiment types)
- Compliance flag detection and fatal-error tagging
- Script adherence scoring
4. Agent Dashboard
- Per-agent performance summary with trend lines
- Top-performer and bottom-performer leaderboards
- AI-generated coaching feedback for each agent
- Agent profile management and role assignment
- Dispute-action workflow — agents can flag scores they disagree with and route them to QA
5. Organisation & Multi-Tenancy
- Create organisations with dedicated, isolated databases
- Add users to organisations with role-based permissions
- Organisation-specific configuration (QA parameters, branding, retention)
- Dynamic per-organisation database creation — no manual provisioning
6. User, Agent Role Management
- Create, Read, Update and Delete users, agents, and roles
- Role-based access control across every screen and API
- User profile management
- Group users by role for bulk operations and reporting
- Department and team structures for large organisations
7. Use Case Management
- Define reusable QA use cases (e.g. Sales call, Support call, Collections call)
- Each use case carries its own parameters, prompts, and scoring logic
- Attach use cases to campaigns without duplication
8. Notifications
- In-app notifications for job completion, dispute actions, and review assignments
- Per-user notification feed with read/unread state
- Paginated history and deletion controls
- Notification counts surfaced in the navigation bar
9. Authentication & Access Control
- Token-based authentication for both users and agents
- Dedicated agent login flow separate from admin users
- Sign-up, login, and token lifecycle management
- Cookie-based token storage with secure defaults
Analytics & insight
Unlike most QA tools give scorecards, OptiML QMS gives answers — about agents, customers, and campaigns.
Agent insight
- Who are the top ten performers today/ week/month/year?
- Which agent has the steepest learning curve?
- Which agents flag the most disputes — and are they right?
Customer insight
- What are the top ten reasons customers are calling?
- How has sentiment shifted in the last 30 days?
- Which customer units have the highest escalation rate?
Campaign insight
- Which campaign has the best CSAT-to-closure ratio?
- Where are compliance flags concentrated?
- Which scripts drive the highest conversion?
Compliance insight
- Every fatal-error flag is searchable, auditable, and exportable
- Slice by date range, agent, or campaign — on demand
- Full audit trail on every evaluation change
Sales insight
- Win/loss patterns extracted from every sales call
- Which objections close? Which ones don't?
- Which agents handle pricing pushback best?
Built-in analytics modules
- Agent performance summaries and AI feedback
- Top performers and dashboard lists
- Call disposition graphs and inbound/outbound breakdowns
- Word clouds and unique-phrase analysis
- RAC (Reason-After-Call) top-reasons reports
- Custom sentiment type breakdowns and fatal-count trends
- Exportable records for BI tools and compliance archives
- Sales and customer support analytics (vertical-specific)
Custom reports
OptiML QMS ships with 50+ pre-built analytical reports for the BI team to pull any of these reports to any third-party BI tool for further analysis. Need something bespoke? Every report is configurable, and RMT's analytics team can build custom dashboards as part of deployment.
Industries & Verticals served through OptiMLQMS
BPO & Outsourced Contact Centres
The highest-volume use case. BPOs run dozens of client campaigns in parallel — OptiML multi-tenant architecture gives each client its own isolated database while the BPO keeps a unified operations view.
Typical wins: 100% call coverage, 50% increase in QA auditor productivity, >80% resource optimisation, ramp-up time cut by a third on new client go-lives.
BFSI & Fintech
Compliance is not optional. OptiML QMS flags every regulatory breach, every disclosure miss, and every consent failure — with full audit trail, exportable evidence, and role-based access for compliance officers.
Integrates cleanly with recording vendors, dialers, and core banking CRMs.
Travel & Logistics
Supports Complex itineraries, refunds, escalations, and multilingual support make travel one of the hardest QA problems — and one of the highest-value ones address all complex scenarios and diversified Client base queries, issues and interactions.
Food Delivery & Q-Commerce
Support high volume calls in food delivery, low duration, and high stakes for NPS. OptiML ability to score tens of thousands of calls per day without adding headcount is the difference between reactive support and proactive retention. Dealing with SOS situations is the key to OPtiML success.
Healthcare & Diagnostics
HIPAA Compliant-aware workflows, medical-terminology-aware transcription, and consent-breach flagging for patient-facing support lines. Successfully deployed with multiple Indian diagnostics providers.
E-commerce & Retail
Goods return-reason clustering, customer-frustration detection, and win-back opportunity flagging — plus integration with existing CRM and ticketing systems.
Secured by design
Data isolation
- Multi-tenant architecture gives each customer organisation a dedicated database. No shared tables, no shared collections, no cross-tenant query paths.
- Per-organisation object storage prefixes segregate audio files at rest.
- Logical tenant ID is enforced at the API layer on every request — not just the query layer.
Access control
- Token-based authentication with separate token scopes for users and agents
- Full role-based access control (RBAC) — every screen, every API, every record
- Roles are organisation-scoped; an admin in one tenant cannot read data in another
- Agent-specific login flow prevents privilege escalation
- Secure cookie storage with standard expiry and rotation
Transport & storage security
- HTTPS-only in production
- Server-side encryption for audio at rest
- Environment-variable-based secret management (no hard-coded credentials)
- Structured audit logging for every authenticated action
Certifications inherited from RMT Engineering
- ISO/IEC 27001:2013 — information security management
- ISO 9001:2015 — quality management
- ISO/IEC 20000-1:2018 — IT service management
- ISO/IEC 30105-2:2016 — cybersecurity standards
- CMMI Level 3 — mature software engineering processes
Deployment options for regulated customers
- Private cloud — dedicated virtual network on your preferred cloud provider
- On-premise — fully containerised deployment in your own data centre
- Hybrid — control plane in your environment, ML workloads in a dedicated isolated cloud
- We will design the topology with your security team during the pre-deployment phase
Questions,
answered
Everything teams usually ask us before rolling out OptiML QMS — from how the scoring works to compliance, integrations and cost.
Talk to a specialist and get a straight answer.
Ask our team01 What is an GenAI and ML enabled OptiML QMS, and how does it benefit a contact centre?
An GenAI and ML enabled OptiML QMS (Quality Management System) automates the process of monitoring and evaluating customer interactions. It benefits a contact centre by improving service quality, ensuring compliance, identifying training needs, and enhancing overall customer satisfaction.
02 How does OptiML QMS work in a contact centre environment?
OptiML QMS uses advanced algorithms and AI to automatically analyse and score customer interactions, such as calls, chats, and emails. It evaluates parameters like tone, language, adherence to scripts, and resolution effectiveness to provide actionable insights.
03 How can OptiML QMS improve agent performance?
OptiML QMS offers in-depth feedback on agent performance, highlighting strengths and areas for improvement. It can highlight specific training needs, monitor adherence to scripts and compliance requirements, and provide personalised coaching recommendations.
04 Is an OptiML QMS compliant with data protection regulations?
Yes, most GenAI and ML enabled OptiML QMS solutions are designed to comply with data protection regulations such as GDPR, CCPA, and others. They ensure that all customer data is securely handled and stored, with options for anonymisation and data retention policies.
05 Can OptiML QMS integrate with existing contact centre software?
Yes. OptiML QMS integrates with widely used contact centre software and CRM systems. This integration enables a cohesive view of customer interactions. and performance metrics.
06 What are the key features to look for in OptiML QMS for a contact centre?
Key features to look for include real-time monitoring, automated scoring, sentiment analysis, compliance tracking, customizable reporting, integration capabilities, and user-friendly dashboards.
07 How does an OptiML QMS handle multilingual interactions?
OptiML QMS support multiple languages and can analyse interactions in various languages accurately. They use language-specific algorithms to ensure precise evaluation and feedback.
08 What are the costs associated with implementing an OptiML QMS in a contact centre?
The cost of implementing an GenAI and ML enabled OptiML QMS can vary based on factors such as the size of the contact centre, the number of interactions to be monitored, and the specific features required. Pricing models may include subscription fees, per-agent costs, or usage-based fees. It is important to request a detailed quote and ROI analysis from vendors.
09 What are the specific quality and performance challenges does contact centre currently faces, and how can an OptiML QMS address these issues?
An OptiML QMS addresses contact centre challenges by using advanced machine learning algorithms to deeply analyse customer interactions. This system uncovers hidden issues and patterns, providing valuable insights into areas for targeted training and development. By identifying specific agent improvement needs and ensuring protocol compliance, OptiML QMS enhances overall performance, boosts customer satisfaction, and streamlines operations. The automation ensures consistent, objective evaluations, allowing management to focus on strategic improvements.
10 What are the integration and scalability requirements for implementing an GenAI and ML enabled OptiML QMS in our contact centre?
Review your contact centre's technical infrastructure, including existing software and CRM tools, to confirm that OptiML QMS will integrate with them. Additionally, it's important to consider how well the solution can adapt to future growth and changing business needs, ensuring it can handle increasing volumes of interactions and adapt to new communication channels.
Get a Free Consultation
Tell us about your contact centre and we'll show you exactly how OptiML QMS audits every call, scores it against your QA parameters, and turns the findings into agent coaching — no obligation, no sales pressure.
- 30-minute discovery call
- Live walkthrough on your own call samples
- Tailored ROI & deployment plan
Book your slot
Share a few details with us and our team will reach out within one business day.
Get Free ConsultationYour details stay private. We never share them.
