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Abacus QMS
Lahore, Pakistan
What it is
Abacus QMS is enterprise quality management software for contact centers that scores customer interactions and supports agent coaching. Its hybrid approach assigns 70% of scoring to AI and 30% to human review: AI assesses objective parameters, while QA specialists judge nuanced interactions. Custom calibrated scorecards cover calls, chats, emails, and tickets. The maker says the system evaluates all interactions and typically posts scores in under one second after an interaction ends. It can flag verification failures, sensitive information leaks, misbehavior, and incorrect routing for manager escalation. Low scores can prompt documented coaching, follow-up verification, and targeted training. Reviewers can override results, with each override logged alongside a reason, timestamp, and reviewer. Listed integrations include Genesys, NICE, Five9, Zendesk, and Salesforce, as well as recording and telephony systems, speech analytics, and BI and data warehouses; connections use native connectors and APIs. Abacus lists ISO 27001, ISO 27701, and ISO 18295-1 certifications. Pricing is on request, and the product page invites prospects to book a demo.
For and against
For
- Hybrid scoring combines AI evaluation and human review.
- Custom scorecards cover calls, chats, emails, and tickets.
- Low scores can trigger documented coaching and training.
- Overrides are logged with reasons, timestamps, and reviewers.
- Native connectors and APIs support listed integrations.
Against
- Pricing is available only on request.
- Certification documents are available to clients under NDA.
The verdict
Abacus QMS brings interaction scoring, escalation, and coaching workflows into one QA system. Buyers should request pricing and a demo to assess fit for their channels and contact-center operations.
Who it suits
It is presented for scaling contact centers, regulated financial, healthcare, and telecom teams, and outsourced or in-house agent teams. Its scoring and coaching workflows may suit teams seeking a unified QA process across interaction channels.
Plans and prices
Abacus QMS
Pricing not listed; book a demo or talk to an expert
Read 8 Oct 2026 · abacus-bpo.com
On the record
- Audit trail
- QA overrides are logged with a reason, timestamp, and reviewer.abacus-bpo.com · read 7 Oct 2026
- Automatic scoring
- The AI scoring engine evaluates interactions in real time with parameter scores, fatal error flags, and QA queuing in under one second.abacus-bpo.com · read 7 Oct 2026
- Channels
- The unified system scores calls, chats, emails, and tickets; its FAQ also names voice, email, and social interactions.abacus-bpo.com · read 8 Oct 2026
- Coaching
- Low scores trigger documented coaching and follow-up verification, with quality trends reported against CSAT and first-contact resolution.abacus-bpo.com · read 8 Oct 2026
- Company
- Abacus says it was founded in Lahore, Pakistan, in 2008.abacus-bpo.com · read 8 Oct 2026
- Coverage and speed
- The maker says QMS evaluates 100% of interactions and that scores typically post in under one second after an interaction completes.abacus-bpo.com · read 8 Oct 2026
- Deployment and support
- Abacus says its platforms can be deployed with an engagement or stand alone for in-house teams, and invites prospects to book a personalized demo; no QMS support hours are stated on the product page.abacus-bpo.com · read 8 Oct 2026
- Fatal error detection
- The system flags verification failures, sensitive information leaks, misbehavior, and incorrect routing for manager escalation.abacus-bpo.com · read 7 Oct 2026
- Features
- Features include fatal-error detection, live agent leaderboards, automatic training triggers, override and calibration logs, and real-time notifications.abacus-bpo.com · read 8 Oct 2026
- Hybrid scoring
- The product describes a 70/30 AI and human scoring model, with AI handling objective parameters and QA specialists judging nuanced interactions.abacus-bpo.com · read 8 Oct 2026
- Integrations
- The page names Genesys, NICE, Five9, Zendesk, and Salesforce, and says the system connects to contact-center platforms, telephony, helpdesks, and CRMs through connectors and APIs.abacus-bpo.com · read 8 Oct 2026
- Intended users
- The maker targets scaling contact centers, regulated financial, healthcare, and telecom teams, and organizations managing outsourced or in-house agents.abacus-bpo.com · read 8 Oct 2026
- Pricing
- The product page invites visitors to book a demo but does not state a price.abacus-bpo.com · read 7 Oct 2026
- Product
- Abacus QMS is an enterprise quality management system that scores customer interactions using a 70/30 AI and human hybrid model.abacus-bpo.com · read 7 Oct 2026
- Purpose
- Abacus QMS is enterprise quality management software that scores customer interactions and helps QA teams coach agents.abacus-bpo.com · read 8 Oct 2026
- Scorecards and analytics
- Teams can use custom calibrated scorecards, speech and text analytics, and weighted parameters mapped to their rubric.abacus-bpo.com · read 8 Oct 2026
- Scorecards and channels
- Custom calibrated scorecards evaluate calls, chats, emails, and tickets in one system.abacus-bpo.com · read 7 Oct 2026
- Security
- Abacus’s security page lists ISO 27001, ISO 27701, and ISO 18295-1 certifications, GDPR compliance, and HIPAA-aware controls; it describes encryption, MFA, and 24/7 monitoring.abacus-bpo.com · read 8 Oct 2026
