Qualitec in Talks with 3 Entities to Deploy AI-Driven Call Quality Analysis
Qualitec, a specialized firm in customer service call quality analysis and testing, is currently in negotiations with three local entities to explore strategic cooperation.
The potential partners include a major player in the Business Process Outsourcing (BPO) sector and a specialized company in the food and beverage (F&B) industry.
Ahmed Shalaby, Co-founder of Qualitec, stated that the company launched late last year as a specialized consultancy focused on developing customized software solutions for diverse sectors.
He expects to reach final agreements with two of the three current prospects by next March.
Enhancing Quality at Scale
In statements to the “Outsourcing Bulletin,” Shalaby revealed that Qualitec signed a contract last September with Mexico-based Limitless Contact Center.
The Mexican firm had been struggling with small sample sizes for quality testing—a common industry challenge.
Shalaby noted that most contact centers manually review only 1% to 5% of their total incoming calls.
“This small percentage completely overlooks individual errors made by agents, as well as tonal variations—an area where we use AI to analyze sentiment, which is vital for user satisfaction,” Shalaby explained.
He added that manual sampling also misses recurring patterns that could lead customers to terminate their contracts with service providers.
The AI Advantage: Beyond Human Limitations
Shalaby noted that Qualitec developed an electronic system for the Mexican client to boost quality testing efficiency without hiring new staff. Currently, the center uses AI to monitor 50% of its incoming calls.
Since the beginning of this year, Qualitec has shifted its focus toward Egypt’s BPO industry, citing promising investment opportunities and competitive operational costs.
The company’s technical solution automates the quality assurance (QA) process using AI, eliminating human intervention and the risk of bias.
“The traditional QA process is slow and often results in repetitive errors because it takes too long to analyze and implement the best responses to user issues,” Shalaby said. “Furthermore, manual listening is a repetitive and often tedious task.
We aim to save time and effort, allowing QA monitors and supervisors to focus on more effective tasks that ensure brand loyalty.”
Technical Capabilities and Data Security
Qualitec’s solution is scalable for contact centers of all sizes. The system is technically equipped to analyze 100% of customer calls in phases, providing transparent, real-time reports on employee performance.
By analyzing every individual call, companies can identify “best practices” based on pre-defined guide rules and prioritize the most effective scripts for daily use.
Shalaby explained that Qualitec begins its engagement with clients through technical alignment sessions to integrate its platform with existing systems.
To mitigate risk, the company often starts with a single account as a pilot project and offers a free trial model.
Future Outlook: “AI Role Play”
Shalaby also revealed that Qualitec is developing a new technical solution called “AI Role Play.” This tool uses AI to simulate customer behavior, allowing agents to practice various scenarios. The system evaluates the agents and sends detailed reports to supervisors, significantly shortening the onboarding time for new hires.
Finally, Shalaby emphasized that Qualitec is strictly committed to the highest standards of data encryption and security to protect the sensitive information of the contact centers it serves.
