Best Contact Center Quality Assurance Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Contact center quality assurance software is designed to help businesses evaluate the performance of their customer service operations. For call centers and customer service teams, quality assurance (QA) is an essential process for improving customer satisfaction and employee engagement. Contact center quality assurance software is primarily used by customer service managers to assess agent performance, provide timely feedback to employees, and increase department productivity. Contact center quality assurance software can be integrated with other sales or customer service tools such as CRM software or help desk software, but many also offer the option to be used as a standalone product.

While many companies offer contact center quality assurance solutions as a standalone product, there are a few who offer an all-in-one solution in which quality assurance is provided as an additional feature along with the product’s core offering.

To qualify for inclusion in the Contact Center Quality Assurance category, a product must:

  • Facilitate the creation and customization of scorecards for evaluating customer interactions
  • Offer tools for delivering personalized feedback or coaching sessions to agents
  • Provide analytics that give insight into team and agent performance
  • Integrate with other customer service or CRM software
  • Be specifically intended for use within a call center environment

Best Contact Center Quality Assurance Software At A Glance

Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
Zendesk QA
Zendesk QA
Easiest to Use:
Balto
Balto
Best Free Software:
Playvox Quality Management
Playvox Quality Management
Top Trending:
Convin.ai
Convin.ai
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Easiest to Use:
Balto
Balto
Best Free Software:
Playvox Quality Management
Playvox Quality Management
Top Trending:
Convin.ai
Convin.ai

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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127 Listings in Contact Center Quality Assurance Available
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Salesforce Service Cloud
(5,630)4.4 out of 5
Optimized for quick response
12th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Salesforce Service Cloud
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Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,023
    Features
    881
    Case Management
    851
    Efficiency
    751
    Helpful
    514
    Cons
    Complexity
    475
    Learning Curve
    462
    Missing Features
    382
    Steep Learning Curve
    356
    Expensive
    348
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.6
    Has the product been a good partner in doing business?
    Average: 9.4
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesforce
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    582,445 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,342 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 38% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,023
Features
881
Case Management
851
Efficiency
751
Helpful
514
Cons
Complexity
475
Learning Curve
462
Missing Features
382
Steep Learning Curve
356
Expensive
348
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 9.4
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.6
Integrations
Average: 8.9
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
582,445 Twitter followers
LinkedIn® Page
www.linkedin.com
78,342 employees on LinkedIn®
Playvox Quality Management
(1,157)4.8 out of 5
2nd Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Playvox provides a flexible, comprehensive digital-first Quality Management solution that lets you go beyond basic Quality Assurance (QA) to full Quality Management (QM) so that you don't just identif

    Users
    • Customer Service Representative
    • Customer Experience
    Industries
    • Consumer Services
    • Banking
    Market Segment
    • 58% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Playvox Quality Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    121
    Helpful
    57
    Scoring System
    42
    Coaching
    35
    Evaluation Process
    31
    Cons
    Missing Features
    15
    Limited Customization
    10
    Slow Loading
    10
    Update Issues
    8
    Layout Issues
    6
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Playvox Quality Management features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.4
    9.7
    Evaluation
    Average: 9.1
    9.6
    Calibration
    Average: 8.8
    9.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Playvox
    Year Founded
    2012
    HQ Location
    Sunnyvale, CA
    Twitter
    @PlayVoxCX
    1,710 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    68 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Playvox provides a flexible, comprehensive digital-first Quality Management solution that lets you go beyond basic Quality Assurance (QA) to full Quality Management (QM) so that you don't just identif

Users
  • Customer Service Representative
  • Customer Experience
Industries
  • Consumer Services
  • Banking
Market Segment
  • 58% Mid-Market
  • 34% Enterprise
Playvox Quality Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
121
Helpful
57
Scoring System
42
Coaching
35
Evaluation Process
31
Cons
Missing Features
15
Limited Customization
10
Slow Loading
10
Update Issues
8
Layout Issues
6
Playvox Quality Management features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.4
9.7
Evaluation
Average: 9.1
9.6
Calibration
Average: 8.8
9.6
Integrations
Average: 8.9
Seller Details
Seller
Playvox
Year Founded
2012
HQ Location
Sunnyvale, CA
Twitter
@PlayVoxCX
1,710 Twitter followers
LinkedIn® Page
www.linkedin.com
68 employees on LinkedIn®
Read Playvox Quality Management Reviews

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Convin.ai
(550)4.7 out of 5
4th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin

    Users
    • Quality Analyst
    • Policy Advisor
    Industries
    • Education Management
    • Health, Wellness and Fitness
    Market Segment
    • 63% Enterprise
    • 31% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Convin.ai Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    150
    Helpful
    79
    Customer Support
    64
    Auditing
    61
    Easy Implementation
    55
    Cons
    Slow Loading
    36
    Call Issues
    26
    Accuracy Issues
    25
    Auditing Issues
    17
    Slow Performance
    16
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Convin.ai features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.4
    9.3
    Evaluation
    Average: 9.1
    9.2
    Calibration
    Average: 8.8
    9.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Convin
    Year Founded
    2020
    HQ Location
    Bengaluru, IN
    Twitter
    @convin
    12 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    193 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin

Users
  • Quality Analyst
  • Policy Advisor
Industries
  • Education Management
  • Health, Wellness and Fitness
Market Segment
  • 63% Enterprise
  • 31% Mid-Market
Convin.ai Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
150
Helpful
79
Customer Support
64
Auditing
61
Easy Implementation
55
Cons
Slow Loading
36
Call Issues
26
Accuracy Issues
25
Auditing Issues
17
Slow Performance
16
Convin.ai features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.4
9.3
Evaluation
Average: 9.1
9.2
Calibration
Average: 8.8
9.4
Integrations
Average: 8.9
Seller Details
Seller
Convin
Year Founded
2020
HQ Location
Bengaluru, IN
Twitter
@convin
12 Twitter followers
LinkedIn® Page
www.linkedin.com
193 employees on LinkedIn®
Read Convin.ai Reviews
Scorebuddy
(696)4.5 out of 5
Optimized for quick response
9th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, d

    Users
    • Team Leader
    • Quality Assurance Analyst
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 58% Mid-Market
    • 23% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Scorebuddy Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    128
    Scoring System
    68
    Helpful
    31
    Navigation Ease
    30
    Efficiency
    27
    Cons
    Missing Features
    21
    Poor Reporting
    17
    Scoring Issues
    15
    Slow Loading
    15
    Access Issues
    10
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Scorebuddy features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Scorebuddy
    Company Website
    Year Founded
    2001
    HQ Location
    Dublin
    Twitter
    @score_buddy
    1,887 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    48 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, d

Users
  • Team Leader
  • Quality Assurance Analyst
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 58% Mid-Market
  • 23% Small-Business
Scorebuddy Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
128
Scoring System
68
Helpful
31
Navigation Ease
30
Efficiency
27
Cons
Missing Features
21
Poor Reporting
17
Scoring Issues
15
Slow Loading
15
Access Issues
10
Scorebuddy features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.4
Integrations
Average: 8.9
Seller Details
Seller
Scorebuddy
Company Website
Year Founded
2001
HQ Location
Dublin
Twitter
@score_buddy
1,887 Twitter followers
LinkedIn® Page
www.linkedin.com
48 employees on LinkedIn®
Talkdesk
(2,418)4.4 out of 5
Optimized for quick response
3rd Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Talkdesk
Save to My Lists
Entry Level Price:$85.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

    Users
    • Customer Service Representative
    • Quality Analyst
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 21% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Talkdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    236
    Call Management
    139
    Helpful
    127
    Efficiency
    122
    Features
    108
    Cons
    Call Issues
    102
    Technical Issues
    65
    Missing Features
    58
    Notification Issues
    54
    Connection Issues
    51
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Talkdesk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.8
    9.0
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Talkdesk
    Company Website
    Year Founded
    2011
    HQ Location
    Palo Alto, CA
    Twitter
    @talkdesk
    7,031 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,284 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

Users
  • Customer Service Representative
  • Quality Analyst
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 21% Enterprise
Talkdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
236
Call Management
139
Helpful
127
Efficiency
122
Features
108
Cons
Call Issues
102
Technical Issues
65
Missing Features
58
Notification Issues
54
Connection Issues
51
Talkdesk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.8
9.0
Integrations
Average: 8.9
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
Palo Alto, CA
Twitter
@talkdesk
7,031 Twitter followers
LinkedIn® Page
www.linkedin.com
1,284 employees on LinkedIn®
Get a quote
Genesys Cloud CX
(1,414)4.3 out of 5
Optimized for quick response
View top Consulting Services for Genesys Cloud CX
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Genesys Cloud CXâ„¢ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

    Users
    • Case Advocate
    • Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 46% Mid-Market
    • 40% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Genesys Cloud CX is a cloud-based contact center platform that provides unified customer interactions across channels, with features for call flows, self-serve flows, and integration with Microsoft Azure.
    • Reviewers appreciate the platform's ease of use, scalability, comprehensive feature set, and its ability to provide excellent customer and employee experiences, with features like Co-Pilot that offer real-time guidance and automated support.
    • Users experienced issues with the platform's reporting capabilities, including dashboard sync issues and limitations in report editing and automation, and they also noted that the platform requires a strong and consistent internet connection.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Genesys Cloud CX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    119
    Features
    77
    Helpful
    52
    Reliability
    52
    Efficiency
    48
    Cons
    Limited Features
    54
    Missing Features
    49
    Missing Functionality
    36
    Inadequate Reporting
    30
    Limited Functionality
    23
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Genesys Cloud CX features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.4
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Genesys
    Company Website
    Year Founded
    1990
    HQ Location
    Menlo Park, CA
    Twitter
    @Genesys
    32,515 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,275 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The Genesys Cloud CXâ„¢ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

Users
  • Case Advocate
  • Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 46% Mid-Market
  • 40% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Genesys Cloud CX is a cloud-based contact center platform that provides unified customer interactions across channels, with features for call flows, self-serve flows, and integration with Microsoft Azure.
  • Reviewers appreciate the platform's ease of use, scalability, comprehensive feature set, and its ability to provide excellent customer and employee experiences, with features like Co-Pilot that offer real-time guidance and automated support.
  • Users experienced issues with the platform's reporting capabilities, including dashboard sync issues and limitations in report editing and automation, and they also noted that the platform requires a strong and consistent internet connection.
Genesys Cloud CX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
119
Features
77
Helpful
52
Reliability
52
Efficiency
48
Cons
Limited Features
54
Missing Features
49
Missing Functionality
36
Inadequate Reporting
30
Limited Functionality
23
Genesys Cloud CX features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.4
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.5
Integrations
Average: 8.9
Seller Details
Seller
Genesys
Company Website
Year Founded
1990
HQ Location
Menlo Park, CA
Twitter
@Genesys
32,515 Twitter followers
LinkedIn® Page
www.linkedin.com
8,275 employees on LinkedIn®
Get a quote
Balto
(557)4.8 out of 5
Optimized for quick response
1st Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Balto isn’t just assisting agents—it is your AI workforce for the contact center. The world’s top-performing contact centers trust Balto to automate call summarization, coaching, QA, compliance, and m

    Users
    • Medicare Sales Representative
    • MSR
    Industries
    • Insurance
    • Consumer Services
    Market Segment
    • 48% Mid-Market
    • 26% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Balto Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    86
    Ease of Use
    73
    AI Summary
    28
    Accuracy
    27
    Call Recording
    27
    Cons
    Call Issues
    38
    Accuracy Issues
    29
    AI Inaccuracy
    19
    Voice Recognition Issues
    19
    Missing Features
    18
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Balto features and usability ratings that predict user satisfaction
    9.8
    Has the product been a good partner in doing business?
    Average: 9.4
    9.6
    Evaluation
    Average: 9.1
    9.5
    Calibration
    Average: 8.8
    9.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Balto
    Company Website
    Year Founded
    2017
    HQ Location
    St Louis, US
    Twitter
    @balto_ai
    242 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    145 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Balto isn’t just assisting agents—it is your AI workforce for the contact center. The world’s top-performing contact centers trust Balto to automate call summarization, coaching, QA, compliance, and m

Users
  • Medicare Sales Representative
  • MSR
Industries
  • Insurance
  • Consumer Services
Market Segment
  • 48% Mid-Market
  • 26% Enterprise
Balto Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
86
Ease of Use
73
AI Summary
28
Accuracy
27
Call Recording
27
Cons
Call Issues
38
Accuracy Issues
29
AI Inaccuracy
19
Voice Recognition Issues
19
Missing Features
18
Balto features and usability ratings that predict user satisfaction
9.8
Has the product been a good partner in doing business?
Average: 9.4
9.6
Evaluation
Average: 9.1
9.5
Calibration
Average: 8.8
9.5
Integrations
Average: 8.9
Seller Details
Seller
Balto
Company Website
Year Founded
2017
HQ Location
St Louis, US
Twitter
@balto_ai
242 Twitter followers
LinkedIn® Page
www.linkedin.com
145 employees on LinkedIn®
Get a quote
Five9 Intelligent Cloud Contact Center Platform
(524)4.1 out of 5
Optimized for quick response
View top Consulting Services for Five9 Intelligent Cloud Contact Center Platform
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves

    Users
    • Customer Service Representative
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 57% Mid-Market
    • 24% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Five9 Intelligent Cloud Contact Center Platform Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    71
    Customer Support
    67
    Helpful
    56
    Features
    51
    Easy Integrations
    40
    Cons
    Call Issues
    28
    Poor Customer Support
    22
    Missing Features
    21
    Complexity
    17
    Difficult Setup
    17
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.4
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.9
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Five9
    Company Website
    Year Founded
    2001
    HQ Location
    San Ramon, CA
    Twitter
    @Five9
    14,786 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,942 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves

Users
  • Customer Service Representative
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 57% Mid-Market
  • 24% Small-Business
Five9 Intelligent Cloud Contact Center Platform Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
71
Customer Support
67
Helpful
56
Features
51
Easy Integrations
40
Cons
Call Issues
28
Poor Customer Support
22
Missing Features
21
Complexity
17
Difficult Setup
17
Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.4
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.9
Integrations
Average: 8.9
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,786 Twitter followers
LinkedIn® Page
www.linkedin.com
2,942 employees on LinkedIn®
Get a quote
evaluagent
(339)4.6 out of 5
Optimized for quick response
8th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    evaluagentCX redefines quality assurance with AI-powered conversation intelligence and automated QA. The platform delivers precise, unbiased insights from every customer interaction, helping you cut t

    Users
    • Quality Assurance Manager
    • Ambassador
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 64% Mid-Market
    • 19% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • evaluagent Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    63
    Improvement
    48
    Helpful
    41
    Navigation Ease
    25
    User Interface
    25
    Cons
    Not Intuitive
    12
    Layout Issues
    11
    Learning Curve
    11
    Missing Features
    11
    Navigation Issues
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • evaluagent features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.4
    9.3
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.8
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    EvaluAgent
    Company Website
    Year Founded
    2012
    HQ Location
    Middlesbrough, GB
    Twitter
    @evaluagent
    1,133 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    68 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

evaluagentCX redefines quality assurance with AI-powered conversation intelligence and automated QA. The platform delivers precise, unbiased insights from every customer interaction, helping you cut t

Users
  • Quality Assurance Manager
  • Ambassador
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 64% Mid-Market
  • 19% Small-Business
evaluagent Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
63
Improvement
48
Helpful
41
Navigation Ease
25
User Interface
25
Cons
Not Intuitive
12
Layout Issues
11
Learning Curve
11
Missing Features
11
Navigation Issues
9
evaluagent features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.4
9.3
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.8
8.6
Integrations
Average: 8.9
Seller Details
Seller
EvaluAgent
Company Website
Year Founded
2012
HQ Location
Middlesbrough, GB
Twitter
@evaluagent
1,133 Twitter followers
LinkedIn® Page
www.linkedin.com
68 employees on LinkedIn®
my.SQM Auto QA
(224)4.5 out of 5
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    my.SQMâ„¢ Auto QA/CX tool is an AI-powered call center automated quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver gre

    Users
    • Supervisor
    Industries
    • Insurance
    • Hospital & Health Care
    Market Segment
    • 54% Mid-Market
    • 35% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • my.SQM Auto QA Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    73
    Helpful
    37
    Navigation Ease
    17
    User Interface
    10
    Customer Support
    9
    Cons
    Call Issues
    11
    Poor Reporting
    6
    App Functionality
    5
    Poor User Experience
    5
    Inaccurate Data Analysis
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • my.SQM Auto QA features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.4
    9.0
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SQM Group
    Company Website
    Year Founded
    1996
    HQ Location
    Coeur d'Alene, US
    Twitter
    @SQMGroup_
    1,885 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    79 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

my.SQMâ„¢ Auto QA/CX tool is an AI-powered call center automated quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver gre

Users
  • Supervisor
Industries
  • Insurance
  • Hospital & Health Care
Market Segment
  • 54% Mid-Market
  • 35% Enterprise
my.SQM Auto QA Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
73
Helpful
37
Navigation Ease
17
User Interface
10
Customer Support
9
Cons
Call Issues
11
Poor Reporting
6
App Functionality
5
Poor User Experience
5
Inaccurate Data Analysis
4
my.SQM Auto QA features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.4
9.0
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.4
Integrations
Average: 8.9
Seller Details
Seller
SQM Group
Company Website
Year Founded
1996
HQ Location
Coeur d'Alene, US
Twitter
@SQMGroup_
1,885 Twitter followers
LinkedIn® Page
www.linkedin.com
79 employees on LinkedIn®
Calabrio ONE
(324)4.5 out of 5
Optimized for quick response
15th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Calabrio ONE
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

    Users
    • Workforce Analyst
    • Risk Investigator
    Industries
    • Consumer Services
    • Hospital & Health Care
    Market Segment
    • 53% Mid-Market
    • 41% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Calabrio ONE Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    85
    Scheduling
    53
    Helpful
    39
    Easy Access
    29
    Features
    28
    Cons
    Missing Features
    27
    Scheduling Issues
    17
    Inaccurate Data Analysis
    12
    Slow Loading
    11
    Limitations
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Calabrio ONE features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Calabrio
    Company Website
    Year Founded
    2007
    HQ Location
    Minneapolis, MN
    Twitter
    @Calabrio
    2,270 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    558 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

Users
  • Workforce Analyst
  • Risk Investigator
Industries
  • Consumer Services
  • Hospital & Health Care
Market Segment
  • 53% Mid-Market
  • 41% Enterprise
Calabrio ONE Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
85
Scheduling
53
Helpful
39
Easy Access
29
Features
28
Cons
Missing Features
27
Scheduling Issues
17
Inaccurate Data Analysis
12
Slow Loading
11
Limitations
9
Calabrio ONE features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.6
Integrations
Average: 8.9
Seller Details
Seller
Calabrio
Company Website
Year Founded
2007
HQ Location
Minneapolis, MN
Twitter
@Calabrio
2,270 Twitter followers
LinkedIn® Page
www.linkedin.com
558 employees on LinkedIn®
Get a quote
Hiya Connect Branded Call
(72)4.7 out of 5
6th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Entry Level Price:Starting at $29.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Your customers and prospects are ignoring your legitimate business calls because they see an unknown number - and they don't know it's you. Hiya Connect Branded Call allows companies to display their

    Users
    No information available
    Industries
    • Financial Services
    • Insurance
    Market Segment
    • 51% Mid-Market
    • 28% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Hiya Connect Branded Call Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    23
    Helpful
    21
    Easy Setup
    17
    Reliability
    17
    Customer Support
    14
    Cons
    Expensive
    7
    Call Issues
    6
    High Cost
    5
    Limited Features
    4
    Number Issues
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Hiya Connect Branded Call features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.4
    8.9
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.9
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Hiya
    Company Website
    Year Founded
    2016
    HQ Location
    Seattle, US
    Twitter
    @hiya
    6,402 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    195 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Your customers and prospects are ignoring your legitimate business calls because they see an unknown number - and they don't know it's you. Hiya Connect Branded Call allows companies to display their

Users
No information available
Industries
  • Financial Services
  • Insurance
Market Segment
  • 51% Mid-Market
  • 28% Small-Business
Hiya Connect Branded Call Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
23
Helpful
21
Easy Setup
17
Reliability
17
Customer Support
14
Cons
Expensive
7
Call Issues
6
High Cost
5
Limited Features
4
Number Issues
4
Hiya Connect Branded Call features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.4
8.9
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.9
Integrations
Average: 8.9
Seller Details
Seller
Hiya
Company Website
Year Founded
2016
HQ Location
Seattle, US
Twitter
@hiya
6,402 Twitter followers
LinkedIn® Page
www.linkedin.com
195 employees on LinkedIn®
Get a quote
Qualtrics Customer Experience
(735)4.3 out of 5
Optimized for quick response
View top Consulting Services for Qualtrics Customer Experience
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to bette

    Users
    • Community Manager
    • Business Data Analyst
    Industries
    • Information Technology and Services
    • Higher Education
    Market Segment
    • 52% Enterprise
    • 36% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Qualtrics Customer Experience Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    14
    Helpful
    10
    Analytics
    8
    Customer Support
    7
    Dashboard Usability
    6
    Cons
    Improvement Needed
    6
    Limited Customization
    4
    Expensive
    3
    Inaccurate Data Analysis
    3
    Integration Issues
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Qualtrics Customer Experience features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.7
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Qualtrics
    Company Website
    Year Founded
    2002
    HQ Location
    Provo, UT
    Twitter
    @Qualtrics
    42,448 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    5,575 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to bette

Users
  • Community Manager
  • Business Data Analyst
Industries
  • Information Technology and Services
  • Higher Education
Market Segment
  • 52% Enterprise
  • 36% Mid-Market
Qualtrics Customer Experience Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
14
Helpful
10
Analytics
8
Customer Support
7
Dashboard Usability
6
Cons
Improvement Needed
6
Limited Customization
4
Expensive
3
Inaccurate Data Analysis
3
Integration Issues
3
Qualtrics Customer Experience features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.7
Integrations
Average: 8.9
Seller Details
Seller
Qualtrics
Company Website
Year Founded
2002
HQ Location
Provo, UT
Twitter
@Qualtrics
42,448 Twitter followers
LinkedIn® Page
www.linkedin.com
5,575 employees on LinkedIn®
Get a quote
MaestroQA
(320)4.8 out of 5
Optimized for quick response
7th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    MaestroQA makes omnichannel quality assurance software for modern support teams. Etsy, Mailchimp, Peloton, Credit Karma, and more use MaestroQA to improve agent performance, optimize CX processes,

    Users
    • Quality Analyst
    • Teammate
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 54% Mid-Market
    • 29% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • MaestroQA Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    22
    Scoring System
    11
    User Interface
    10
    Coaching
    8
    Helpful
    8
    Cons
    Usability Issues
    18
    Missing Features
    9
    Inadequate Reporting
    4
    Poor Reporting
    4
    Call Issues
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • MaestroQA features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.4
    9.5
    Evaluation
    Average: 9.1
    9.5
    Calibration
    Average: 8.8
    9.3
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    MaestroQA
    Company Website
    Year Founded
    2013
    HQ Location
    New York
    Twitter
    @MaestroQA
    847 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    77 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

MaestroQA makes omnichannel quality assurance software for modern support teams. Etsy, Mailchimp, Peloton, Credit Karma, and more use MaestroQA to improve agent performance, optimize CX processes,

Users
  • Quality Analyst
  • Teammate
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 54% Mid-Market
  • 29% Enterprise
MaestroQA Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
22
Scoring System
11
User Interface
10
Coaching
8
Helpful
8
Cons
Usability Issues
18
Missing Features
9
Inadequate Reporting
4
Poor Reporting
4
Call Issues
3
MaestroQA features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.4
9.5
Evaluation
Average: 9.1
9.5
Calibration
Average: 8.8
9.3
Integrations
Average: 8.9
Seller Details
Seller
MaestroQA
Company Website
Year Founded
2013
HQ Location
New York
Twitter
@MaestroQA
847 Twitter followers
LinkedIn® Page
www.linkedin.com
77 employees on LinkedIn®
Get a quote
NICE CXone Mpower
(1,718)4.3 out of 5
Optimized for quick response
View top Consulting Services for NICE CXone Mpower
Save to My Lists
Entry Level Price:Starting at $71.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    With NiCE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native

    Users
    • Customer Service Representative
    • Supervisor
    Industries
    • Consumer Services
    • Information Technology and Services
    Market Segment
    • 52% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • NICE CXone Mpower Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    43
    Efficiency
    30
    Features
    27
    Helpful
    27
    User Interface
    16
    Cons
    Call Issues
    15
    Poor Customer Support
    11
    Technical Issues
    11
    Delays
    10
    Integration Issues
    10
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • NICE CXone Mpower features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 9.4
    9.0
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.8
    8.9
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    NICE
    Company Website
    Year Founded
    1986
    HQ Location
    Hoboken, New Jersey
    Twitter
    @NICELtd
    14,522 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    12,563 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

With NiCE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native

Users
  • Customer Service Representative
  • Supervisor
Industries
  • Consumer Services
  • Information Technology and Services
Market Segment
  • 52% Mid-Market
  • 34% Enterprise
NICE CXone Mpower Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
43
Efficiency
30
Features
27
Helpful
27
User Interface
16
Cons
Call Issues
15
Poor Customer Support
11
Technical Issues
11
Delays
10
Integration Issues
10
NICE CXone Mpower features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 9.4
9.0
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.8
8.9
Integrations
Average: 8.9
Seller Details
Seller
NICE
Company Website
Year Founded
1986
HQ Location
Hoboken, New Jersey
Twitter
@NICELtd
14,522 Twitter followers
LinkedIn® Page
www.linkedin.com
12,563 employees on LinkedIn®
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Learn More About Contact Center Quality Assurance Software

Which is the best quality assurance software for contact centers in the tech industry?

  • Playvox Quality Management: Offers a comprehensive digital-first QA solution, enabling teams to move beyond basic quality assurance to full quality management with customizable scorecards and real-time analytics.
  • Convin.ai: Utilizes generative AI to analyze customer conversations, providing insights for agent coaching and performance improvement, making it ideal for tech-driven contact centers.​
  • Scorebuddy: Provides embedded AI to enhance operational efficiency, delivering precise, unbiased insights from customer interactions, and facilitating effective agent evaluations.
  • MaestroQA: Delivers omnichannel quality assurance with tools for agent performance tracking, coaching, and process optimization, tailored for modern support teams.
  • EvaluAgent: Combines AI-powered conversation intelligence with automated QA, offering detailed insights to improve customer experience and agent performance.

Which contact center quality assurance software is the best for small businesses?

  • Scorebuddy: Offers simple, customizable scorecards and intuitive dashboards, making it ideal for small teams seeking effective agent evaluation without complex setup.
  • Observe.AI: Delivers AI-driven QA insights with call transcription, sentiment analysis, and performance trends, making it approachable for smaller teams adopting automation.
  • Zendesk QA: Formerly known as Klaus, this tool provides AI-driven conversation reviews and AutoQA features, helping small teams automate quality checks and enhance customer experience