FOR SERVICE TEAMS

Department solution

Score every call. Coach every agent. Recover every customer.

Cloud4Feed scores every call and chat for quality and compliance, shows each agent what to work on, and flags the customers who hung up unhappy — on top of the phone system you already use.

Request a Demo → See the questions it answers ↓

100% of calls scored
Compliance on every call
Coaching to the exact moment
Recovery before the review

Packway Customer Care Last 30 days All queues 41,860 calls and chats · 100% scored

Quality score 0 / 100 ▲ 3

Post-contact CSAT 0.0 / 5 ▲ 0.2

Avg. resolution time 0h 00m ▼ 1h 10m · faster

Compliance rate 0% ▲ 2

QUEUE SCORECARD

QueueQualityComplianceCSAT

Business Customers·

86 ▲ 2 98% 4.5

Returns & Collections·

84 ▲ 1 97% 4.4

Customs & Duties·

82 ▼ 1 91% 4.2

Delivery Issues● Watch

76 ▼ 4 96% 3.9

NEEDS ATTENTION

Review risk: high · Delivery Issues · Maria G. · 3rd call

“My parcel has been ‘out for delivery’ for four days.”

Recovery case #5520 · SLA 4h

Compliance · Customs & Duties

Data protection notice missed ×9 today

Case #5531 · QA lead

ASK AIWhy are Delivery Issues calls scoring lower?“New delivery date confirmed” missed on 38% of calls

QUESTIONS YOU CAN FINALLY ANSWER

The questions service teams ask, answered for every call.

Calls, chats, post-contact surveys and reviews are read by the same AI engine — so quality scores, coaching and recovery all point to the same root causes.

Which calls are going wrong — and why?

Every call is scored and coded, and the reasons calls go wrong are grouped into root causes you can act on.

ROOT CAUSES · DELIVERY ISSUES

Delivery status, no update✦ 58% repeat callers

34%

Missed delivery, no card left

21%

Wrong address or safe place

15%

Damaged parcel

12%

Redelivery booking

Maria G. · 7:15 · Delivery Issues

64 / 100Below target

Call Quality MonitoringConversation & Text Intelligence

See how calls are scored

Are agents following script and compliance?

Your own scorecards and compliance checks run on every call, with the moment that passed or missed each one.

Recording notice

Identity verified before sharing an address

Data protection notice

Call closed with a recap

✗ Missed ×9 todayCase #5531 · QA lead Daniel O.

Call Quality Monitoring

See compliance checks

How did the customer feel after the interaction?

A short survey goes out after the call or chat — by SMS, WhatsApp, email or an AI voice call — and lands next to the call's score.

Post-contact CSAT4.3 / 5

SMS 46%WhatsApp 31%Email 15%Voice AI 8%

Sent after every call and chat

“Tom was kind, but I still don't know when it's coming.”

SMS · CSAT 2Delivery status · negative

SurveysWhatsAppVoice AI

See post-contact surveys

Which agent needs coaching on what?

Each agent's weakest criterion shows up with the calls behind it, and a coaching case starts at the exact moment.

Tom R.▶ Listen from 5:2072

Weakest: New delivery date confirmed

Aisha K.88

Weakest: Closing & recap

Sam P.79

Weakest: Empathy & tone

Visible to team leads and QA

Call Quality MonitoringWorkflow & Closing the Loop

See the coaching flow

Is this complaint about to go public?

When a call ends angry and unresolved, Cloud4Feed flags the review risk and opens a recovery case instead.

Frustration high · Unresolved · 3rd contact Review risk: high Recovery case #5520 · SLA 4h ✓ Loop closed

Call Quality MonitoringReputation Management

See how risk is flagged

YOUR WEEK WITH CLOUD4FEED

Less listening to samples. More fixing what you hear.

Yesterday's calls are scored before the shift starts, risky calls reach the right owner within minutes, and coaching starts from the moment that mattered.

1EVERY MORNING · 08:30

Yesterday's calls, already scored

A daily QA summary with scores by queue, compliance misses and the calls to listen to first.

Daily QA · Packway Customer Care

1,412 calls and chats scored · Quality 81Delivery Issues ▼ 4 · WatchCompliance misses · 9 · Customs & Duties

2TUESDAY · 11:40

An angry call gets a recovery case

The call ended unresolved, so a recovery case reached Delivery Ops before the customer could post a review.

Review risk: high · Maria G.

Recovery case #5520 · SLA 4h

✓ Loop closed

3WEDNESDAY · 15:00

Coaching from the exact moment

Team leads open the call at the point it went wrong and agree one thing to work on.

Coaching case #5547 · Tom R.Focus: Confirm a new delivery date

▶ Listen from 5:20

58% → 86% · four weeks

4FRIDAY · 16:30

A spike flagged before the weekend

The AI engine spots a sudden rise in one topic and tells the team who can fix it.

Damaged parcel calls ×2.5 in 48 h · Northgate depot

Notified · Depot Ops Manager

FROM ONE CALL TO A FIX · SAMPLE

One bad call. Fewer calls like it.

Packway · the Delivery Issues queue

Maria called three times about the same parcel. Cloud4Feed helped the team win her back, coach the agent — and find the reason thousands of other customers were calling too.

See Call Quality Monitoring

Score

Maria G. · 7:15 · 64 / 100 New delivery date confirmed ✗ Scored automatically · audit trail kept

Recover

Review risk: high Recovery case #5520 · SLA 4h Redelivery booked for tomorrow WhatsApp · “How did we do?” 4 / 5

Coach

Coaching case #5547 · Tom R. ▶ Listen from 5:20 New delivery date confirmed 58% → 86% Four weeks

Find the pattern

Delivery status, no update · 34% of calls ✦ 58% repeat callers

Calls1,248Survey comments310Reviews96

Same topic across three channels

Fix at the source

Proactive delay message · added by Delivery Ops Delivery status calls −32% Delivery Issues CSAT 3.9 → 4.3 Six weeks later · fewer repeat calls

Quality score for the queue: 76 → 83. Repeat callers 58% → 39%

WORKS WITH YOUR CONTACT CENTRE

Keep your phone system. Add the intelligence.

Your phone system stays

Cloud4Feed connects to the cloud contact centre or phone system you already run by API or webhook. No new PBX, no rip-and-replace.

Personal data redacted by default

Calls and chats, one scorecard

Phone calls and chat transcripts are scored the same way and coded with the same topics as your surveys and reviews.

Your AI voice agent, scored too

Follow-up calls made by our AI voice agent are scored for quality like any other call.

Voice AI follow-up · scored 88 / 100

Scored for quality and compliance, like any other call. Quality ✓Compliance ✓ Voice AI

See every connection on the Call Quality Monitoring page →

WHAT SERVICE TEAMS TRACK

The measures your floor is judged on.

Call quality score

How well every call meets your scorecard.

Post-contact CSAT

How customers felt right after the call or chat.

Resolution time

How fast customer issues are resolved.

Compliance rate

How many calls pass every required check.

Repeat contact rate

How many customers have to call again.

BUILT ON

The modules behind it.

01 Listen · Feedback Sources

Call Quality Monitoring

Score every call. Not just the few you have time to hear.

Keep your phone system — every call transcribed, scored for quality and compliance, and linked to surveys and reviews.

Explore

01 Listen

Surveys

Ask the right question, to the right person — in minutes.

NPS, CSAT and journey surveys from templates or one AI prompt, in 50+ languages and every channel.

Explore

02 Analyse

Conversation & Text Intelligence

Every conversation, understood — in every channel and language.

One AI engine codes every answer, chat, call and review into the same topics, sentiment, intent, emotion and personas.

Explore

04 Act

Workflow & Closing the Loop

Close the loop with cases, alerts and win-back journeys.

Instant alerts, cases with SLAs, coaching follow-up and reports that send themselves.

Explore

Also used: Reputation Management → · WhatsApp → · Voice AI → · AI Insights & Predictive Analytics →

PART OF

Customer Experience

Track every touchpoint, cut churn drivers and close the loop with each detractor.

Your agents' own experience →

Working with other teams? Customer Experience Department → · Marketing →

All teams

100+ companies across 15+ industries run their voice of customer programme on Cloud4Feed.

Every insight shows its sources Your team approves every action Role-based access to personal data

Hear what every call is telling you.

A 30-minute walkthrough set up for service teams: your calls scored, compliance checked, a coaching case and a recovery flow.

Request a Demo → Talk to sales

Score every call. Coach every agent. Recover every customer.

The questions service teams ask, answered for every call.

“Which calls are going wrong — and why?”

“Are agents following script and compliance?”

“How did the customer feel after the interaction?”

“Which agent needs coaching on what?”

“Is this complaint about to go public?”

Less listening to samples. More fixing what you hear.

Yesterday's calls, already scored

An angry call gets a recovery case

Coaching from the exact moment

A spike flagged before the weekend

One bad call. Fewer calls like it.

Packway · the Delivery Issues queue

Score

Recover

Coach

Find the pattern

Fix at the source

Keep your phone system. Add the intelligence.

Your phone system stays

Calls and chats, one scorecard

Your AI voice agent, scored too

The measures your floor is judged on.

Call quality score

Post-contact CSAT

Resolution time

Compliance rate

Repeat contact rate

The modules behind it.

Call Quality Monitoring

Surveys

Conversation & Text Intelligence

Workflow & Closing the Loop

POPULAR WITH SERVICE TEAMS IN

Telecom

Finance & Insurance

Utilities

PART OF

Customer Experience

Hear what every call is telling you.

Score every call. Coach every agent. Recover every customer.

The questions service teams ask, answered for every call.

“Which calls are going wrong — and why?”

“Are agents following script and compliance?”

“How did the customer feel after the interaction?”

“Which agent needs coaching on what?”

“Is this complaint about to go public?”

Less listening to samples. More fixing what you hear.

Yesterday's calls, already scored

An angry call gets a recovery case

Coaching from the exact moment

A spike flagged before the weekend

One bad call. Fewer calls like it.

Packway · the Delivery Issues queue

Score

Recover

Coach

Find the pattern

Fix at the source

Keep your phone system. Add the intelligence.

Your phone system stays

Calls and chats, one scorecard

Your AI voice agent, scored too

The measures your floor is judged on.

Call quality score

Post-contact CSAT

Resolution time

Compliance rate

Repeat contact rate

The modules behind it.

Call Quality Monitoring

Surveys

Conversation & Text Intelligence

Workflow & Closing the Loop

POPULAR WITH SERVICE TEAMS IN

Telecom

Finance & Insurance

Utilities

PART OF

Which calls are going wrong — and why?

Are agents following script and compliance?

How did the customer feel after the interaction?

Which agent needs coaching on what?

Is this complaint about to go public?

Which calls are going wrong — and why?

Are agents following script and compliance?

How did the customer feel after the interaction?

Which agent needs coaching on what?

Is this complaint about to go public?