For hospitality call centers
The same five-star call at every property.
EmberQA scores every reservation and guest services call against your brand standards, guides agents through the moments that matter, and coaches them on what they miss.
One bad call can undo a five-star stay.
A booking with no upgrade offered. A complaint handled by the book but without care. A property quietly drifting from your standard. A sample won’t show you which ones.
If nobody hears it, nobody can coach it.
Consistent service, from first booking to checkout.
Help agents get it right on the call, see where it went wrong after, and coach it before the next one.
During the call
Win the guest back before they hang up.
When a guest complains or asks for a refund, Agent Assist puts your service recovery steps on screen while the agent can still make it right.
Explore Agent AssistAfter the call
Find the calls that put a guest relationship at risk.
Define the issues that matter, like hostile language or an unresolved complaint, and get alerted with the exact moment in the transcript.
Explore Quality AssuranceBefore the next call
Turn every missed moment into the next coaching session.
See what each agent keeps missing, coach it from their own calls, and let them rehearse tough guest conversations with an AI caller.
Explore Coaching & TrainingYour rubric, your rules
A reservations scorecard, ready to make your own.
Start from your brand standards. Here’s what a reservation call rubric could look like.
An example only. Your criteria, weights, and wording are yours to set.
- Greeted on brand15
Used the property name and your standard greeting.
- Understood the stay20
Asked about dates, guests, and the reason for the trip.
- Confirmed the details25
Read back the dates, room, and rate before booking.
- Explained the policies15
Covered cancellation terms and check-in time.
- Offered an upgrade15
Suggested one upgrade or add-on that fits the stay.
- Made them feel welcome10
Sounded glad to help, from hello to goodbye.
Customer story
“EmberQA changed how we approach call quality. Instead of reviewing less than 1% of calls manually, we can now evaluate every call, score agents more objectively, and give each person more targeted feedback.”
Danielle TantonExecutive Director at ECARead ECA’s story- 100%
- Calls reviewed
- 60 → 4 hrs
- Weekly QA review time
“Before EmberQA, reviewing calls across multiple dental offices with different QA requirements was a time-consuming operation. Now we can automatically evaluate 100% of calls, account for each office's unique process, and verify CRM data alongside the call itself.”
Easy to adopt. Easy to approve.
Keep the systems you run today, and give your security team what it needs to sign off.
Works with what you already use.
Agent Assist works with any phone system. QA takes calls from supported recording sources, uploads, or the API, and sends results wherever your team works.
See integrations
Ready for your security review.
Your calls hold information that matters. Our Trust Center gives procurement and security teams the documentation they need in one place.
- HIPAACompliant
- SOC 2 Type 1Audit in progress
- SOC 2 Type 2Audit in progress
Frequently asked questions
Still have questions? Our team can help you connect your channels, map your scorecards, and see how EmberQA fits your workflow.
Talk to our teamSee it on your own guest calls.
Book a demo and we’ll walk you through QA, coaching, and live help on calls like yours.