Broadvoice, an award-winning global customer experience (CX) technology provider, has joined forces with TPG, a leading provider of CX analysis services and solutions, to integrate Anna®, TPG’s AI-driven post-call and chat quality assurance tool, into the Broadvoice GoContact platform. This collaboration is set to elevate agent performance and streamline contact center operations.
Anna® represents a significant leap in post-call automated quality assurance (AQA) technology. Unlike traditional AQA tools, its AI is trained on an extensive dataset and operates using a patented methodology, setting it apart in the industry.
Backed by 28 years of experience and trained on 180 million data points, Anna® leverages TPG’s patented Compendium Framework to predict business outcomes with over 90% accuracy. The AI makes 1,200 decisions per call in under a minute—equivalent to the workload of 15,000 human analysts. Once Anna® processes customer interactions, it identifies key behavioral attributes to enhance agent training and maximize return on investment (ROI). TPG’s behavioral innovation team and training module, Develop, ensure the effective implementation of Anna®’s predictive insights. The AI’s advanced algorithms are designed to optimize four core business outcomes: sales, resolution, loyalty, and retention.
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“We are thrilled to partner with Broadvoice to introduce Anna® into the GoContact platform. As the most seasoned automated quality assurance (AQA) vendor in the space, we have nearly three decades of experience focused on driving business outcomes through QA. Along the way, our CEO coined the phrase, ‘This call may be monitored for quality assurance.’ We have spent 28 years developing proprietary assessment models that accurately predict business outcomes with over 90% certainty—something no one else can do. This partnership will only extend our legacy of generating $6 billion in ROI for our clients. The quality of data, coupled with the patented way we process it, places Anna® in a league of her own. Today, GoContact joins us in that differentiated realm!” said Rob Enslow, Vice President of Global Channel Strategy at TPG.
“We’re always looking to drive additional customer satisfaction and revenue for our clients,” said Timothy Petch, Vice President of Strategic Sales at Broadvoice. “With the addition of Anna® to our portfolio of AI-powered products, including workforce management and data analytics, businesses using GoContact can easily streamline operational efficiencies, boost agent productivity and drive ROI.”
GoContact is a next-generation cloud-native contact center solution that integrates cutting-edge computing technologies—including cloud infrastructure, microservices, AI, workforce management (WFM), and advanced analytics—into an agile and cost-effective omnichannel platform. By unifying customer interactions and providing real-time access to omnichannel data and insights, GoContact enables businesses to enhance both customer experiences and agent performance.
Anna® joins Broadvoice’s growing suite of AI-powered solutions available within the GoContact platform. Last year, the company introduced an AI-driven workforce management tool featuring AI-backed forecasting, scheduling, capacity planning, and staffing optimization. Additionally, Broadvoice launched Voice AI workflow builders that automate responses, execute tasks, and trigger follow-up actions—such as sending a text from an IVR interaction—without requiring live agent intervention. More AI-powered capabilities, including customer sentiment analysis and Agent Assist, are slated for release in the coming months.
“Anna® is an exciting addition to our AI-powered tech stack,” added Mark Fahey, Director of Strategic Relationships at Broadvoice. “Call analysis that used to take weeks to perform is now available in less than a minute. Now users have the data needed to make strategic improvements in their contact centers in real-time.”