# Leaptree Optimize

> Leaptree Optimize is a 100% Salesforce-native, AI-powered quality assurance platform for contact centers. It automates QA across calls, chats, and emails without external integrations, APIs, or middleware.

## Company

Leaptree is an Irish software company building cloud-based apps for customer-facing teams. The company's mission is to empower organizations to optimize CX workforce performance through AI.

- CEO: Neil Young
- VP of Demand Generation: Regina Kenney
- Financial Controller: Danny McLaughlin
- Customer Success Manager: Susan Stevenson
- Non-Executive Chairman: Mark Kenny
- Non-Executive Director: Stephen Lambert

Core values follow the HUMAN framework: Helpful, Understanding, Motivated, Adaptive, Nurturing.

## Product

Leaptree Optimize is a Salesforce Managed Package that passed Salesforce's Security Review. It runs entirely inside Salesforce -- no external tabs, separate logins, context-switching, or data synchronization required. All data stays within the Salesforce org.

AI enhancements run via Amazon Web Services and work directly on Salesforce records.

### Core Capabilities

- Smart QA Scorecards: customizable, no-code scorecard creation in Salesforce
- AI-Driven Auditing: automatic evaluation of all interactions to identify trends, risks, and compliance gaps
- Large Text Analysis: automated analysis of call transcripts, emails, and web chat
- QA Calibration: side-by-side evaluator score comparison with AI-aided anomaly detection
- Personalized CX Dashboards: gamification with leaderboards and badges
- Automated Scheduling: structured QA workflows reducing manual workload
- Dispute Management: escalation and resolution tracking
- Recommended Learning Actions: skills-based approvals and coaching
- Self-Assessments: agent self-evaluation capability
- Corrective Actions: auto-triggered based on evaluation outcomes or AI-identified risk signals
- Audit Trails: tamper-evident logs of all evaluation activity, scoring changes, and corrective actions

### Use Cases by Team

- Call Center Management / CX: agent evaluation, coaching, performance tracking, gamification
- Compliance: regulatory adherence monitoring, automated deviation detection, audit-ready reporting
- Operations: workflow automation, QA scheduling, trend reporting
- Sales: performance QA, commission management integration

### Compliance by Industry

- Financial Services: KYC/AML verification, disclosure documentation, advice tracking
- Healthcare: PHI/HIPAA handling, billing compliance, professional licensing
- Legal Services: client intake protocols, unauthorized advice prevention
- Insurance and Telecom: privacy law adherence, fair treatment policies
- E-Commerce: policy enforcement, accurate disclosures

## Pricing

### Professional -- $900/month
- Up to 10 CX evaluators, 100 agents
- Omni-channel QA scorecards, automated scheduling, customizable reports
- Agent gamification, dispute management, QA calibration
- 1-hour monthly advisory services
- Onboarding fee: $3,500
- Add-ons: $90/month per evaluator, $10/month per agent

### Enterprise -- $1,800/month
- Up to 10 CX evaluators, 100 agents
- All Professional features plus AI-powered capabilities
- Recommended learning actions, skills-based approvals, large text analysis
- Self-assessments, rewards and upsells, Optimize.AI
- 1-hour monthly advisory services
- Onboarding fee: $5,000
- Add-ons: $110/month per evaluator, $10/month per agent

### AI Credits

| Tier | Interactions/Month | Scorecard Types | Price |
|------|-------------------|-----------------|-------|
| Bronze | 25,000 | 5 | $2,000/month |
| Silver | 50,000 | 10 | $3,800/month |
| Gold | 100,000 | 20 | $6,500/month |
| Platinum | 100,000+ | 20+ | Custom |

AI configuration fee: $5,000 per scorecard type.

## Integrations

### Telephony and Communications
- Vonage
- Natterbox (Salesforce-native CTI)
- Avaya
- RingCentral
- Twilio
- Amazon Connect
- Five9
- Talkdesk

### Customer Experience and Intelligence
- Verint
- Genesys

### Automation
- Zapier

### Platform
- Salesforce (primary -- runs natively inside the org)

## Results

Reported customer outcomes:
- 75% improvement in CX quality assessment productivity
- 90% reduction in time compiling and sending CX reports
- 50% reduction in QA program costs
- 100% interaction coverage capability
- 30% cost reduction (Air Canada Cargo)
- 25% time savings (Air Canada Cargo)

## Customers

Named customers: CFA Institute, Ahold Delhaize, GoDaddy, Air Canada Cargo, ChowNow, 1stDibs, Nextdoor.

Industries served: financial services, food and restaurant, luxury retail, community platforms, cargo and logistics, research institutions, domain registration.

## Support

- LeapForward Onboarding: guided setup with custom configuration, training, rollout checklist, go-live commitment
- Premium Advisory Services: ongoing expert consultation from technical product specialists
- Core Product Support: ticketed support for product issues and bugs
- Professional Services: implementation assistance from Leaptree and Salesforce experts
- Knowledge Base: self-service documentation, video tutorials, and webinars

## Websites

- optimize.leaptree.com (primary product site)
- incentivize.leaptree.com (incentive management product)
- leaptree.com (corporate, redirects to Optimize)

## Links

- [Book Demo](https://optimize.leaptree.com/book-demo)
- [Pricing](https://optimize.leaptree.com/pricing)
- [Customers](https://optimize.leaptree.com/customers)
- [Support](https://optimize.leaptree.com/support)
- [Content Hub](https://optimize.leaptree.com/content)
- [About](https://optimize.leaptree.com/about)
- [Contact](https://optimize.leaptree.com/contact)
- [Salesforce AppExchange](https://optimize.leaptree.com/salesforce)