What is HIQ?
The HiQ CX Intelligence Platform
HiQ unifies every layer of the customer experience program—from classification and sentiment to QA and performance—into a single, AI-enhanced intelligence system. It enables real-time visibility, proactive coaching, and data-driven strategy across the support organization.
- Unified CX Intelligence: HiLite, Supersat, and VoC work together to classify topics, predict sentiment, and surface voice-of-customer insights—giving you a complete understanding of what customers are saying and feeling without needing separate tools.
- End-to-End QA Coverage: QA Scout, Manual QA, and QA Calibration ensure every interaction is evaluated—automatically and manually—enabling consistent standards, targeted coaching, and reviewer alignment in one platform.
- Performance + Satisfaction Loop: CSAT, Macros, and trend analytics connect agent actions to customer outcomes, helping you track what works, fix what doesn’t, and optimize CX—all without piecing together multiple systems.
Benefits to CX Teams & the Business
HiQ transforms raw data into actionable insights—empowering support teams and leadership to deliver consistent, efficient, and personalized customer experiences.
- Real-time visibility into CX performance and trends
- Automated ticket routing and QA scoring
- Proactive DSAT intervention through sentiment prediction
- Unified dashboards for agents and managers
- Streamlined QA workflows (manual + auto)
- CSAT drivers and feedback breakdowns
- Macro performance monitoring and optimization
- Predictive insights to reduce churn and improve retention
- Enables strategic planning with unified data views across the org