The operating system for customer experience.
Zentara is an AI-native intelligence platform that analyzes every scoped customer interaction. Not a QA tool. Not an analytics overlay. The operating model. Built by operators on their own customer operation first, scored against their own work, then deployed across every Simetrix client engagement.
Included in every Simetrix engagement. No separate licensing, no implementation discount we negotiate.
From SLA to XLA.
Service Level Agreements measure what an agent handled. Experience Level Agreements measure what the customer actually experienced. Most BPO operations still report on the former. Zentara was built to run on the latter.
What an agent did
- AHT, ACW, hold time, calls handled per hour
- 3-5% of calls sampled by QA team
- Weekly reports, often a week stale
- Quality is a number from a rubric, not a customer outcome
- Compliance reviewed on a sample, missed at scale
- Churn intent invisible until customer is already gone
What the customer experienced
- CSAT, FCR, sentiment, NPS, resolution quality, CES composite
- 100% of scoped interactions analyzed, every one
- Real-time dashboards, alerts in seconds
- Quality is a customer outcome, calibrated to the workflow
- Compliance signals surfaced on every call
- Churn intent flagged in the moment, save desk routed instantly
Three layers that never swap jobs.
Cost-efficient by design. Layer 1 writes intelligence objects once per call. Layer 2 aggregates at zero AI cost. Layer 3 reads pre-built summaries through natural language. The architecture is what makes 100% interaction analysis financially viable, not 3-5% sampling.
Ingestion layer
Every scoped call, chat, and email enters the platform here. The 8 AI engines write intelligence objects once per interaction: transcript, sentiment, quality score, churn signal, compliance flags, burnout indicators. Computed once, stored forever.
Aggregation layer
PostgreSQL with TimescaleDB rolls up the intelligence objects into pre-built summaries: by agent, by team, by industry, by time window, by workflow. Aggregates run on a schedule, no AI inference required. This is where 100% analysis becomes affordable.
Query layer (Cora)
Cora is the natural-language BI interface. Operators ask business questions in plain language and Cora reads the pre-built summaries. Never re-processes raw data. Never touches the AI engines for repeat questions.
Voice to compliance to burnout, scored on every interaction.
Each engine is purpose-built for the signal it surfaces. Accuracy numbers below reflect production performance against ground-truth labels on the Simetrix operation.
Speech-to-Text · 98%
Deepgram-powered transcription, calibrated for customer support call audio across 20+ languages. Speaker diarization, timestamps, confidence scores. Powers every downstream engine.
Sentiment Analysis · 94%
Per-utterance sentiment scoring across the call timeline. Detects escalation moments, frustration patterns, satisfaction inflection points. Surfaces the moment-of-truth, not just the call average.
AI Quality Scoring · 97%
Workflow-calibrated quality scoring against the client QA rubric. Replaces 3-5% human sampling with 100% AI scoring, audited by humans on a calibration sample to maintain rubric drift control.
Churn Prediction · 87%
Predicts churn intent from conversational signals: language patterns, sentiment trajectory, escalation history, repeat contact patterns. Surfaces high-risk interactions for save desk routing in real time.
Burnout Prediction · 81%
Industry-first agent burnout prediction. Detects the conversational patterns that precede attrition: tonal flattening, empathy decline, energy drop. Lets operators intervene with coaching before agents leave.
Compliance Detection
Pattern-based compliance signal detection: TCPA disclosure language, HIPAA-aligned identity verification, UCSPA-aware claim timing, KYC verification quality. Calibrated per industry per workflow.
XLA Calculation
Composite Experience Level Agreement score. CSAT 25%, FCR 20%, Sentiment 20%, NPS 15%, Resolution Quality 10%, CES 10%. Scored on every interaction, aggregated by agent, team, industry, time window.
Real-Time Agent Assist
Live coaching during the call. Detects frustration moments, compliance-risk phrasing, churn intent signals, and surfaces contextual guidance to the agent in milliseconds. Powered by live inference.
What we actually measure.
The XLA score is a weighted composite of six customer-experience metrics. Each component is calibrated per industry, per workflow, with hard caps where structural signals override surface scores.
- ▲ If repeat contact same issue within 72h, FCR auto-capped at 30 regardless of surface score
- ▲ If compliance violation detected, full XLA capped at 50
- ▲ If customer escalation requested not delivered, FCR auto-capped at 40
- ▲ Industry-specific weights adjustable per client engagement
Ask the platform in plain English.
Cora is the conversational query layer on top of Zentara. Operators ask business questions in natural language and Cora returns answers from pre-built summaries. Not a chatbot. A BI interface for the people who run customer operations.
What the platform surfaces, at scale.
The signals legacy QA cannot surface at 3-5% sampling.
When a call gets flagged for review under traditional QA, the team sees a quality score. The platform sees the full picture: per-utterance sentiment, escalation moments, churn intent inflection, compliance language drift, agent burnout patterns, revenue opportunities not pursued. Every signal computed on every interaction, surfaced in real time to the operator running the program.
Book a Zentara walkthrough.
30 minutes on a live dashboard. Real production data from our operation. No slides, no demo environment, no decks. Just the platform doing what it does.
See Zentara on a live operation.
30 minutes with our operations team. Real production dashboards, not stock demo data. We show you the engines on a live operation and answer technical questions directly.
The platform is included in every Simetrix engagement. There is no separate Zentara contract or licensing path for clients who run their operations with us.