12 September 2025 – Voyc, the leading provider of quality, coaching and performance solutions for financial service firms, today announced the public beta of Agent Highlights, launching 1 October 2025.
Agent Highlights transforms how agents receive and act on feedback. Instead of feedback being buried in emails or reports, Agent Highlights surfaces it directly to agents in the form of clear highlights – drawing attention to what matters most: wins to celebrate and improvements to act on.
By bringing feedback out of inboxes and static reports and into a living, agent-centred experience, Agent Highlights empowers faster improvement, higher quality, and more motivated teams.
What’s Included in the Public Beta
From 1 October, beta participants will be able to access:
Agent Access & Logins
- Secure credentials for every agent, enabling transparent feedback and coaching.
Highlights Acknowledgement
- Empower agents to seamlessly review and act on performance highlights within the platform.
- Build accountability and strengthen quality with a clear performance record and audit trail.
- Replace fragmented email feedback with a streamlined, centralised process.
Why It Matters
The beta marks a major step forward in how agents and managers collaborate:
- Faster feedback – from days to minutes.
- Reduced coaching time – focused sessions, less repetition.
- Stronger compliance – every step auditable.
- Happier agents – clarity, fairness and ownership of improvement.
What’s Next
As the beta progresses through Q3 and Q4 2025, there are some exciting updates to look forward to:
- Configurable Call Release & Notifications – stay in control of when agents receive feedback. Either instantly or when they are best suited to act on it.
- Feedback Response Workflows – agents can acknowledge, accept and / or challenge highlights.
- Exportable Coaching Evidence – prove impact with a full record of highlights and follow-up.
- Highlight Lists – structured, trackable to do list
- Agent Dashboards – performance and efficiency metrics at a glance.
- Expanded Home Page – benchmarks, trends and released calls in one view.
Voices from Voyc
Matthew Westaway, CEO of Voyc, commented:
“This public beta is an important milestone for Voyc. Agent Highlights reflects our vision of making quality and performance not just a management function, but something every agent can actively engage with. It’s about creating stronger, fairer teams while driving measurable results for our customers.”
Liane Walker, Product Manager at Voyc, said:
“Agent Highlights is all about turning feedback into action. Too often, valuable coaching points or compliance wins get lost in reports or spreadsheets. With this capability, we’re putting the most important insights directly into the hands of agents, ensuring they can act on feedback quickly and fairly.”
Paige Whittock, Head of Customer Operations at Voyc, added:
“Our customers have been asking for faster, clearer ways to empower their agents. With Agent Highlights, every agent receives transparent, auditable feedback they can acknowledge and act on, giving them greater ownership of their performance and a level of visibility they’ve never had before. By enabling agents to take action instantly, rather than waiting for monthly or quarterly 1:1s, coaching and quality conversations shift from reactive problem-solving to reflective learning and growth.”
Availability
Agent Highlights enters public beta on 1 October 2025. Existing Voyc customers can speak to their account manager to join the beta. New customers can talk to Sales to get started.
Find out more about Agent Highlights:
Talk to Sales or contact your account manager if you are already a Voyc customer.
About Voyc
Voyc helps financial services and contact centres monitor 100% of customer interactions, ensuring compliance, improving agent performance and driving customer satisfaction. By combining AI-driven analytics with actionable insights, Voyc enables organisations to protect revenue, save time and grow with confidence.
