Your agents don't just talk. Now we score what they do, too.
Otto Lens watches the screen. Did they memo properly? Pick the right dropdown? Use the right disposition? The work behind the call gets QA'd now. Not just the conversation.
Voice QA only scores half the call.
Voice QA only
"The call sounded great. Why is the customer mad?"
Because the agent forgot to memo the callback. Picked the wrong disposition. Skipped the verification screen. Sent the wrong order.
The call recording sounded fine. The screen told a different story.
You score the conversation. You miss the work. That's half the call gone.
Voice + Otto Lens
The full picture. The call and the work.
OttoQA already scores the conversation. Otto Lens scores what happened on the screen. Same form. Same coaching. Same dashboard.
Memo quality. Dropdown selection. Screen navigation. Order accuracy. All scored on every interaction.
Now when a customer escalates, you know exactly where the breakdown was. Voice or work. We see both.
You already record screens. We do the rest.
If your platform captures screen recordings, Otto Lens can score them. No new agent software. No extensions. No IT project.
You send us the screen recordings.
Same way you send call recordings today. Most centers already have this through their CCaaS, contact center platform, or workforce tools.
We learn what good looks like.
Walk us through your CRM, your ordering screens, your dispo codes. Tell us what a perfect agent flow looks like. We build the scoring model around it.
Otto Lens watches every recording.
Frame by frame. It identifies fields, dropdowns, navigation, and outcomes. It compares what the agent did against what should have happened.
Screen scores join voice scores.
Same scorecard. Same coaching plan. Same Redo training. Now your QA covers everything. Not just what was said.
Your QA covers the full interaction.
Voice + screen. Conversation + work. The complete picture of what your agent actually did. Coaching is sharper. Compliance is tighter. Nothing slips through.
Voice QA is half the story. Most quality problems happen on the screen, not the headset. Otto Lens is the other half.
Everything an agent does on screen. Scored.
Voice QA tells you what an agent said. Otto Lens tells you what they did. The two together is the full picture.
Did the memo capture the call?
Otto Lens compares what the agent typed against what was discussed. Missing details. Wrong info. Lazy notes. Caught.
Right disposition picked?
Wrong reason code is one of the most common QA failures nobody catches. Otto Lens checks every dropdown against the actual call.
Right screen at the right time?
Some calls require specific tools. Verification screens. Compliance flows. Otto Lens watches if the workflow gets followed.
Everything filled out?
Required fields skipped. Tags not added. Customer profiles not updated. Otto Lens flags it on every interaction.
Order matches the call?
Wrong SKU. Wrong appointment time. Wrong address. Otto Lens catches the screen-level mistakes voice QA never sees.
Your process. Scored.
You define what good looks like. Otto Lens scores against it. CRM, ordering, scheduling, ticketing. Anything captured on screen.
Built for the work behind every call.
Some industries live and die by what happens on the screen. Otto Lens was built for them first.
Patient verification and HIPAA flows
Did the agent verify identity correctly? Click through the right HIPAA screen? Document the right PHI fields? Otto Lens checks every step.
Mini-Miranda and disposition coding
FDCPA violations don't just live in audio. They live in dispo codes and account notes too. Otto Lens watches both.
Order accuracy and CRM hygiene
Wrong SKU. Missing tags. Skipped fields. Sales QA is meaningless if the work behind the close is sloppy. Otto Lens fixes that.
Ticket completion and tool usage
Did the agent use the right tool? Update the ticket properly? Tag it for the right team? Otto Lens scores the whole resolution flow.
See Otto Lens on your own screen recordings.
15 minutes. Show us a recording. We'll show you what Otto Lens catches.
Book a Demo →