Halsa Global announced the launch of Voice iQ, an AI-powered conversational intelligence and agent quality assurance platform built natively on Salesforce. The platform is designed to help organizations analyze customer conversations, automate quality reviews, and improve coaching workflows directly within Salesforce environments.
Voice iQ uses Salesforce Einstein AI and Prompt Templates to evaluate customer interactions through configurable scoring frameworks. The platform is intended to help organizations scale call monitoring and performance analysis beyond the limited percentage of conversations that are typically reviewed manually.
The company said Voice iQ is currently available for early access and pilot deployment, with an AppExchange listing in progress. Halsa Global is targeting organizations across Life Sciences, BFSI, Insurance, Manufacturing, Retail, Hospitality, and Real Estate for the pilot program.
According to the company, Voice iQ combines AI-powered conversational intelligence, configurable evaluation models, automated coaching workflows, and Salesforce-native reporting in a single managed package.
Key features include:
- Call analysis capabilities that evaluate conversations for sentiment, script adherence, objection handling, compliance adherence, and risk-related indicators.
- Intelligent scoring frameworks that support both standard and customizable evaluation parameters.
- Agent coaching tools that identify improvement opportunities and generate coaching recommendations and follow-up tasks.
- Salesforce dashboards and reporting tools that allow managers to monitor team performance across daily, weekly, monthly, and quarterly timeframes.
Voice iQ also includes configurable industry-specific scoring models tailored for seven sectors, including Life Sciences, BFSI, Insurance, Manufacturing, Retail, Hospitality, and Real Estate.
Halsa Global said the platform is designed to operate entirely within an organization’s Salesforce environment, helping teams manage customer interaction intelligence and coaching workflows without relying on external systems.
The company specializes in Salesforce consulting and AI transformation services across multiple Salesforce products, including Sales Cloud, Service Cloud, Marketing Cloud, Data Cloud, Experience Cloud, Agentforce, Tableau, and MuleSoft. Voice iQ represents Halsa Global’s first AppExchange product.
KEY QUOTES:
“Many organizations struggle to review customer conversations consistently at scale. Voice IQ is designed to help teams manage call intelligence and coaching workflows directly inside Salesforce, while giving managers better visibility into team performance and quality trends.”
Animesh Banerjee, CTO, Halsa Global
