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Q-World certified
Mobile ticket
Qmatic Mobile Ticket lets customers join a queue from their smartphone, receive real-time updates, and wait on their terms—no app download required.
On-Prem, Cloud
Service Quality Intelligence
by 
Overview
About VOIX
VOIX is a fully on-prem, comprehensive service quality intelligence platform that gives organizations deep visibility into every customer interaction.
Voix brings multiple perspectives on service quality into a single ecosystem:
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Record the interaction;
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Evaluate it manually or analyze it with AI;
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Collect customer feedback;
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Combine the results to gain a complete and quantifiable view of service quality.
Voix helps organizations understand not only what happened but also why it happened and where opportunities for improvement exist.
What it can do
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Monitor real customer interactions across different service environments and channels.
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Assess service quality consistently using organization-specific standards, evaluation criteria, and competency frameworks.
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Analyze interactions at scale with AI, going beyond limited manual sampling and identifying patterns across a much larger share of customer interactions.
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Combine multiple perspectives on service quality by connecting internal evaluations, AI insights, and direct customer feedback.
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Identify trends, strengths, weaknesses, and improvement opportunities across employees, teams, branches, services, and the organization as a whole.
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Turn service interactions into actionable insights that support employee development, quality improvement, and better customer experience.
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Maintain controlled access to sensitive service data through enterprise-level role and permission management.
Why teams choose it
Organizations choose Voix when they reach a stage where measuring basic customer satisfaction is no longer enough. They need to understand what actually happens during customer interactions, how employees perform, what customers need, and where the business can improve.
With Voix, organizations can:
- Identify service quality issues and recurring problems.
- Evaluate employee competencies and uncover training needs.
- Discover hidden customer needs and expectations.
- Identify new business opportunities from real customer interactions.
- Recognize high-performing employees based on objective data.
- Scale quality monitoring with AI and analyze significantly more interactions.
The result is a more transparent and data-driven approach to service quality—helping organizations quantify and improve customer experience, employee performance, operational standards, and ultimately business results.
Installation
Latest version
2.4.0
Last updated
August 2026
Deployment
On-prem
Compatibility
Qmatic Orchestra Platform
Languages
English, Georgian, Russian (additional languages - by request)
Developer
Verified developer
Features
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Service Interaction Recording – Capture and automate customer interaction recordings across multiple service environments and touchpoints.
- Centralized Recording Registry – Search, filter, review, and manage recorded interactions from one centralized workspace.
- Custom Evaluation Forms – Build organization-specific QA forms, evaluation criteria, scoring models, and competency frameworks.
- Manual Quality Assessment – Enable quality teams and managers to review and evaluate interactions manually.
- AI-Powered Interaction Analysis – Automatically analyze interactions at scale based on defined service standards and business context.
- Customer Feedback Management – Create and distribute surveys, collect feedback, and connect responses with service interactions.
- Analytics & Dashboards – Track service quality KPIs, trends, performance, and improvement over time.
- Tasks & Follow-up – Create and manage follow-up actions based on evaluation results and identified issues.
- Role & Access Management – Configure granular permissions and data access based on roles, teams, groups, and organizational structure.
- Integration Capabilities – Connect Voix with queue management, contact center, CRM, and other enterprise systems to enrich interaction data.
Compatibility
Compatibity/Requirements with Orchestra Platform: The client organization must have Orchestra deployed on-premises and have a Workstation available. A small script we provide needs to be installed on the Workstation. No other compatibility requirements apply.
Deployment & Delivery: On-premises
Available Regions: All regions
Supported Languages: Georgian, English, Russian (additional languages - by request)
Development Partner: NGT
Q-World certified
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