QUALia
Intelligence applied
to quality and business
Automatically analyzes calls, chats, or emails, identifies improvements, and presents them in an accessible and traceable report.
The Contact Center
as a source of knowledge
Every interaction contains information about the quality of service, the customer experience, and the health of the processes. It is oil in the Contact Center.
QUALia is the conversational intelligence platform that converts those interactions into structured data and actionable knowledge.
It automatically analyzes calls, chats, or emails, identifies patterns, emotions, root causes, and opportunities for improvement, and presents them in an accessible and traceable environment for the quality, business, and customer experience areas.
Business Knowledge
QUALia starts with a deep understanding of the actual functioning of an omnichannel contact center.
It doesn’t just measure technical indicators: it interprets the operational context and connects it with business results. Every conversation is analyzed as a complete unit of information, correlating quality metrics with variables such as conversion, satisfaction, retention, or resolution.
The model transforms quality into a lever of organizational intelligence, providing a comprehensive view of:
- How service is provided
- What customers perceive
- Where value is generated or lost.
Business-Controlled
Intelligence
The key to QUALia’s design is allowing business users to define what they want to analyze in their own language and with an intuitive interface. Human evaluation criteria are translated into clear, exhaustive, and contextually relevant instructions for the language models, ensuring consistency, reproducibility, and analytical rigor.
All of this is within a non-intrusive technological environment that is easily integrable into the contact center’s technical infrastructure, in perfect coordination with the technical areas.
This approach democratizes the use of AI: the science is inside the system, but the control remains in the hands of the business.
The user defines variables, attributes, examples, and reliability thresholds, while QUALia’s orchestrator automatically builds and launches the prompts against the generative model.
Quality + Insights:
two dimensions, the same model
QUALia evaluates the quality offered—how the customer is served—and simultaneously extracts business insights, meaning what the customer is expressing about products, processes, or experiences.
An insight is an actionable conclusion: a signal with real impact, not always obvious, that can reveal friction points, sales opportunities, or causes of abandonment.
The system identifies them by analyzing the language, emotions, and structure of the conversation, grouping them into scalable patterns.
Thus, quality evaluation ceases to be an end in itself and becomes a continuous source of customer and operational intelligence.
Flexible and
Secure Architecture
QUALia combines speech recognition technologies, semantic analysis, language models (LLMs), and advanced analytics on a unified database.
It integrates interactions from any channel using automatic processes, applies generative analysis, and presents results in real-time business dashboards.
The environment is secure, scalable, and fully configurable: it adapts to existing recording platforms and complies with the highest standards of data protection.
Usage Model and Services
QUALia can operate in three complementary modalities:
- Product Mode
Full installation, with an interface for the quality or business areas to manage their own analysis. - Service Mode
Externalized and non-intrusive analysis, based on the secure exchange of interactions and delivery of already processed results. - And always, optionally, operational intelligence consulting
ON Soluciones acts as your analysis unit, connecting quality, business, and training to accelerate continuous improvement.
The commercial model is based on pay-per-use, with 100% variable costs, which allows the analysis to scale at the pace of the operation and without fixed investments in infrastructure.
A Mature, Proven, and Differentiating Proposal
QUALia is not a prototype
It is a proven methodology, implemented in organizations that have transformed their way of understanding quality and customer experience. It combines business knowledge, technical mastery, and strategic vision so that generative AI is not a promise, but a real management tool.
QUALia
Listen more, understand better,
decide with intelligence
