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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
Show More
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Featured Contact Center Quality Assurance Software At A Glance

Free Plan Available:
my.SQM Auto QA
Sponsored
my.SQM Auto QA
Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
MaestroQA
MaestroQA
Easiest to Use:
Balto
Balto
Top Trending:
Level AI
Level AI
Show LessShow More
Highest Performer:
MaestroQA
MaestroQA
Easiest to Use:
Balto
Balto
Top Trending:
Level AI
Level 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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153 Listings in Contact Center Quality Assurance Available
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Salesforce Service Cloud
(7,163)4.4 out of 5
Optimized for quick response
11th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Salesforce Service Cloud
Save to My Lists
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
    • 41% 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
    1,677
    Features
    1,466
    Case Management
    1,432
    Efficiency
    1,278
    Helpful
    816
    Cons
    Complexity
    885
    Learning Curve
    757
    Steep Learning Curve
    596
    Missing Features
    576
    Expensive
    574
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.4
    8.7
    Evaluation
    Average: 9.1
    8.7
    Calibration
    Average: 8.9
    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
    578,204 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    86,064 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
  • 41% 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
1,677
Features
1,466
Case Management
1,432
Efficiency
1,278
Helpful
816
Cons
Complexity
885
Learning Curve
757
Steep Learning Curve
596
Missing Features
576
Expensive
574
View All Pros and Cons
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.4
8.7
Evaluation
Average: 9.1
8.7
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
578,204 Twitter followers
LinkedIn® Page
www.linkedin.com
86,064 employees on LinkedIn®
Talkdesk
(2,486)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:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA re

    Users
    • Supervisor
    • Team Lead
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 20% 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
    242
    Call Management
    149
    Helpful
    131
    Efficiency
    130
    Features
    120
    Cons
    Call Issues
    99
    Technical Issues
    68
    Missing Features
    56
    Notification Issues
    55
    Connection Issues
    50
    View All Pros and Cons
  • 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: 8.9
    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
    6,997 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,346 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA re

Users
  • Supervisor
  • Team Lead
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 20% 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
242
Call Management
149
Helpful
131
Efficiency
130
Features
120
Cons
Call Issues
99
Technical Issues
68
Missing Features
56
Notification Issues
55
Connection Issues
50
View All Pros and Cons
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: 8.9
9.0
Integrations
Average: 8.9
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
Palo Alto, CA
Twitter
@talkdesk
6,997 Twitter followers
LinkedIn® Page
www.linkedin.com
1,346 employees on LinkedIn®

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Playvox Quality Management
(1,162)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
    85
    Helpful
    31
    Coaching
    26
    Scoring System
    24
    Efficiency
    22
    Cons
    Missing Features
    10
    Update Issues
    7
    Layout Issues
    6
    Limited Customization
    6
    Poor Reporting
    6
    View All Pros and Cons
  • 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: 8.9
    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
    1,700 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    59 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
85
Helpful
31
Coaching
26
Scoring System
24
Efficiency
22
Cons
Missing Features
10
Update Issues
7
Layout Issues
6
Limited Customization
6
Poor Reporting
6
View All Pros and Cons
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: 8.9
9.6
Integrations
Average: 8.9
Seller Details
Seller
Playvox
Year Founded
2012
HQ Location
Sunnyvale, CA
Twitter
@PlayVoxCX
1,700 Twitter followers
LinkedIn® Page
www.linkedin.com
59 employees on LinkedIn®
evaluagent
(412)4.5 out of 5
Optimized for quick response
6th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for evaluagent
Save to My Lists
Entry Level Price:Starting at £20.00
  • 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
    • Financial Services
    • Consumer Services
    Market Segment
    • 65% Mid-Market
    • 17% 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
    111
    Helpful
    59
    Improvement
    59
    User Interface
    46
    Navigation Ease
    37
    Cons
    Missing Features
    18
    Layout Issues
    17
    Not Intuitive
    17
    Complexity
    15
    Filtering Issues
    15
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • evaluagent features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.9
    8.5
    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
    1,124 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    53 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
  • Financial Services
  • Consumer Services
Market Segment
  • 65% Mid-Market
  • 17% 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
111
Helpful
59
Improvement
59
User Interface
46
Navigation Ease
37
Cons
Missing Features
18
Layout Issues
17
Not Intuitive
17
Complexity
15
Filtering Issues
15
View All Pros and Cons
evaluagent features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.9
8.5
Integrations
Average: 8.9
Seller Details
Seller
EvaluAgent
Company Website
Year Founded
2012
HQ Location
Middlesbrough, GB
Twitter
@evaluagent
1,124 Twitter followers
LinkedIn® Page
www.linkedin.com
53 employees on LinkedIn®
Convin.ai
(549)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
    69
    Auditing
    47
    Auditing Efficiency
    36
    Accuracy
    29
    User Interface
    28
    Cons
    Slow Loading
    22
    Auditing Issues
    13
    Slow Performance
    12
    Call Issues
    11
    Slow Speed
    11
    View All Pros and Cons
  • 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: 8.9
    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
    183 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
69
Auditing
47
Auditing Efficiency
36
Accuracy
29
User Interface
28
Cons
Slow Loading
22
Auditing Issues
13
Slow Performance
12
Call Issues
11
Slow Speed
11
View All Pros and Cons
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: 8.9
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
183 employees on LinkedIn®
Scorebuddy
(720)4.5 out of 5
Optimized for quick response
5th 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
    • 22% 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
    90
    Scoring System
    36
    Efficiency
    24
    Navigation Ease
    24
    Helpful
    21
    Cons
    Missing Features
    15
    Slow Loading
    13
    Poor Reporting
    11
    Scoring Issues
    9
    Slow Performance
    8
    View All Pros and Cons
  • 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
    8.8
    Calibration
    Average: 8.9
    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
    1,878 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    57 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
  • 22% 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
90
Scoring System
36
Efficiency
24
Navigation Ease
24
Helpful
21
Cons
Missing Features
15
Slow Loading
13
Poor Reporting
11
Scoring Issues
9
Slow Performance
8
View All Pros and Cons
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
8.8
Calibration
Average: 8.9
8.4
Integrations
Average: 8.9
Seller Details
Seller
Scorebuddy
Company Website
Year Founded
2001
HQ Location
Dublin
Twitter
@score_buddy
1,878 Twitter followers
LinkedIn® Page
www.linkedin.com
57 employees on LinkedIn®
my.SQM Auto QA
(268)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.

    SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked a

    Users
    • Supervisor
    Industries
    • Insurance
    • Hospital & Health Care
    Market Segment
    • 47% Mid-Market
    • 31% 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
    37
    Helpful
    18
    Scoring System
    7
    Coaching
    6
    Easy Access
    6
    Cons
    Call Issues
    8
    Inaccurate Data Analysis
    4
    Poor Response
    4
    Steep Learning Curve
    4
    Dashboard Issues
    3
    View All Pros and Cons
  • 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
    8.7
    Calibration
    Average: 8.9
    8.5
    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_
    1,872 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    81 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked a

Users
  • Supervisor
Industries
  • Insurance
  • Hospital & Health Care
Market Segment
  • 47% Mid-Market
  • 31% 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
37
Helpful
18
Scoring System
7
Coaching
6
Easy Access
6
Cons
Call Issues
8
Inaccurate Data Analysis
4
Poor Response
4
Steep Learning Curve
4
Dashboard Issues
3
View All Pros and Cons
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
8.7
Calibration
Average: 8.9
8.5
Integrations
Average: 8.9
Seller Details
Seller
SQM Group
Company Website
Year Founded
1996
HQ Location
Coeur d'Alene, US
Twitter
@SQMGroup_
1,872 Twitter followers
LinkedIn® Page
www.linkedin.com
81 employees on LinkedIn®
Genesys Cloud CX
(1,482)4.4 out of 5
Optimized for quick response
13th Easiest To Use in Contact Center Quality Assurance software
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 CX™ 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 comprehensive contact center solution that provides customers with a range of features including call monitoring, detailed metrics, and workforce management.
    • Reviewers appreciate the platform's customizability, its ability to fit any business need, and the real-time QA tools that make performance oversight seamless.
    • Users mentioned that the platform can feel clunky at times, with some finding it difficult to make rapid changes, and others noting that the initial setup and configuration can be complex for new users.
  • 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
    127
    Features
    89
    Reliability
    62
    Helpful
    59
    Efficiency
    54
    Cons
    Limited Features
    59
    Missing Features
    48
    Inadequate Reporting
    34
    Missing Functionality
    32
    Complexity
    30
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Genesys Cloud CX 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: 8.9
    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
    32,344 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,430 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The Genesys Cloud CX™ 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 comprehensive contact center solution that provides customers with a range of features including call monitoring, detailed metrics, and workforce management.
  • Reviewers appreciate the platform's customizability, its ability to fit any business need, and the real-time QA tools that make performance oversight seamless.
  • Users mentioned that the platform can feel clunky at times, with some finding it difficult to make rapid changes, and others noting that the initial setup and configuration can be complex for new users.
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
127
Features
89
Reliability
62
Helpful
59
Efficiency
54
Cons
Limited Features
59
Missing Features
48
Inadequate Reporting
34
Missing Functionality
32
Complexity
30
View All Pros and Cons
Genesys Cloud CX 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: 8.9
8.5
Integrations
Average: 8.9
Seller Details
Seller
Genesys
Company Website
Year Founded
1990
HQ Location
Menlo Park, CA
Twitter
@Genesys
32,344 Twitter followers
LinkedIn® Page
www.linkedin.com
8,430 employees on LinkedIn®
Level AI
(199)4.7 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.

    Level AI develops advanced AI technologies to revolutionize the customer experience. Our state-of-the-art AI-native solutions are designed to drive efficiency, productivity, scale, and excellence

    Users
    • Quality Analyst
    • Supervisor
    Industries
    • Consumer Services
    • Food & Beverages
    Market Segment
    • 58% Mid-Market
    • 30% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Level 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
    76
    Helpful
    53
    Efficiency
    41
    Accuracy
    36
    User Interface
    34
    Cons
    Inaccuracy
    22
    Slow Performance
    17
    Accuracy Issues
    14
    Translation Accuracy
    13
    AI Inaccuracy
    12
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Level AI features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.9
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Level AI
    Company Website
    Year Founded
    2018
    HQ Location
    Mountain View, US
    Twitter
    @TheLevelAI
    199 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    199 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Level AI develops advanced AI technologies to revolutionize the customer experience. Our state-of-the-art AI-native solutions are designed to drive efficiency, productivity, scale, and excellence

Users
  • Quality Analyst
  • Supervisor
Industries
  • Consumer Services
  • Food & Beverages
Market Segment
  • 58% Mid-Market
  • 30% Enterprise
Level 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
76
Helpful
53
Efficiency
41
Accuracy
36
User Interface
34
Cons
Inaccuracy
22
Slow Performance
17
Accuracy Issues
14
Translation Accuracy
13
AI Inaccuracy
12
View All Pros and Cons
Level AI features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Level AI
Company Website
Year Founded
2018
HQ Location
Mountain View, US
Twitter
@TheLevelAI
199 Twitter followers
LinkedIn® Page
www.linkedin.com
199 employees on LinkedIn®
Balto
(563)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 is the world’s first AI workforce for the contact center. In an era where humans and AIs work together as equal partners, Balto is writing the playbook for how humans and AI divide job responsib

    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
    60
    Ease of Use
    56
    Accuracy
    21
    AI Summary
    20
    Call Recording
    18
    Cons
    Call Issues
    27
    Accuracy Issues
    17
    AI Inaccuracy
    13
    Voice Recognition Issues
    13
    Missing Features
    12
    View All Pros and Cons
  • 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: 8.9
    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
    247 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    152 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Balto is the world’s first AI workforce for the contact center. In an era where humans and AIs work together as equal partners, Balto is writing the playbook for how humans and AI divide job responsib

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
60
Ease of Use
56
Accuracy
21
AI Summary
20
Call Recording
18
Cons
Call Issues
27
Accuracy Issues
17
AI Inaccuracy
13
Voice Recognition Issues
13
Missing Features
12
View All Pros and Cons
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: 8.9
9.5
Integrations
Average: 8.9
Seller Details
Seller
Balto
Company Website
Year Founded
2017
HQ Location
St Louis, US
Twitter
@balto_ai
247 Twitter followers
LinkedIn® Page
www.linkedin.com
152 employees on LinkedIn®
Five9 Intelligent Cloud Contact Center Platform
(568)4.1 out of 5
Optimized for quick response
View top Consulting Services for Five9 Intelligent Cloud Contact Center Platform
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  • 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
    • 56% Mid-Market
    • 24% Small-Business
    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.
    • Five9 Intelligent Cloud Contact Center Platform is a tool for handling inbound and outbound calls, integrating with Salesforce, and monitoring teams in real time.
    • Users like the platform's seamless functionality, easy navigation, real-time dashboards, and the ability to make and receive numerous inbound sales calls, which has proven to be an integral tool for sales desks.
    • Reviewers experienced issues with the platform freezing, difficulty in setting up reports, and challenges in integrating with third-party CRM systems, often requiring technical assistance.
  • 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
    105
    Customer Support
    82
    Helpful
    77
    Features
    69
    Easy Integrations
    48
    Cons
    Call Issues
    40
    Complexity
    31
    Technical Issues
    31
    Missing Features
    30
    Poor Customer Support
    29
    View All Pros and Cons
  • 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
    8.5
    Evaluation
    Average: 9.1
    8.4
    Calibration
    Average: 8.9
    8.7
    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
    14,889 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,962 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
  • 56% Mid-Market
  • 24% Small-Business
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.
  • Five9 Intelligent Cloud Contact Center Platform is a tool for handling inbound and outbound calls, integrating with Salesforce, and monitoring teams in real time.
  • Users like the platform's seamless functionality, easy navigation, real-time dashboards, and the ability to make and receive numerous inbound sales calls, which has proven to be an integral tool for sales desks.
  • Reviewers experienced issues with the platform freezing, difficulty in setting up reports, and challenges in integrating with third-party CRM systems, often requiring technical assistance.
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
105
Customer Support
82
Helpful
77
Features
69
Easy Integrations
48
Cons
Call Issues
40
Complexity
31
Technical Issues
31
Missing Features
30
Poor Customer Support
29
View All Pros and Cons
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
8.5
Evaluation
Average: 9.1
8.4
Calibration
Average: 8.9
8.7
Integrations
Average: 8.9
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,889 Twitter followers
LinkedIn® Page
www.linkedin.com
2,962 employees on LinkedIn®
Hiya Connect Branded Call
(78)4.7 out of 5
8th 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
    • 50% Mid-Market
    • 29% 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
    18
    Helpful
    18
    Easy Setup
    12
    Reliability
    12
    Customer Support
    10
    Cons
    Expensive
    6
    Call Issues
    5
    Number Issues
    4
    High Cost
    3
    Inaccurate Data Analysis
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Hiya Connect Branded Call features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.4
    8.8
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.9
    8.6
    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
    6,499 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    205 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
  • 50% Mid-Market
  • 29% 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
18
Helpful
18
Easy Setup
12
Reliability
12
Customer Support
10
Cons
Expensive
6
Call Issues
5
Number Issues
4
High Cost
3
Inaccurate Data Analysis
3
View All Pros and Cons
Hiya Connect Branded Call features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.4
8.8
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Hiya
Company Website
Year Founded
2016
HQ Location
Seattle, US
Twitter
@hiya
6,499 Twitter followers
LinkedIn® Page
www.linkedin.com
205 employees on LinkedIn®
Calabrio ONE
(375)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
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  • 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
    • Risk Investigator
    • Workforce Analyst
    Industries
    • Consumer Services
    • Hospital & Health Care
    Market Segment
    • 53% Mid-Market
    • 37% 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
    62
    Scheduling
    36
    Features
    28
    Helpful
    24
    Easy Access
    23
    Cons
    Missing Features
    21
    Scheduling Issues
    15
    Slow Loading
    12
    Inaccurate Data Analysis
    11
    Limited Features
    10
    View All Pros and Cons
  • 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
    9.3
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.9
    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
    2,273 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    573 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
  • Risk Investigator
  • Workforce Analyst
Industries
  • Consumer Services
  • Hospital & Health Care
Market Segment
  • 53% Mid-Market
  • 37% 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
62
Scheduling
36
Features
28
Helpful
24
Easy Access
23
Cons
Missing Features
21
Scheduling Issues
15
Slow Loading
12
Inaccurate Data Analysis
11
Limited Features
10
View All Pros and Cons
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
9.3
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Calabrio
Company Website
Year Founded
2007
HQ Location
Minneapolis, MN
Twitter
@Calabrio
2,273 Twitter followers
LinkedIn® Page
www.linkedin.com
573 employees on LinkedIn®
CloudTalk
(1,623)4.4 out of 5
Optimized for quick response
10th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

    Users
    • CEO
    • Account Executive
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 63% Small-Business
    • 33% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • CloudTalk 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
    429
    Reliability
    204
    Calling Features
    188
    Helpful
    187
    Intuitive
    183
    Cons
    Call Issues
    177
    Connection Issues
    92
    Call Management
    66
    Missing Features
    66
    Number Issues
    55
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • CloudTalk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.4
    9.1
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.9
    8.9
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CloudTalk
    Company Website
    Year Founded
    2016
    HQ Location
    New York
    LinkedIn® Page
    www.linkedin.com
    148 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

Users
  • CEO
  • Account Executive
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 63% Small-Business
  • 33% Mid-Market
CloudTalk 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
429
Reliability
204
Calling Features
188
Helpful
187
Intuitive
183
Cons
Call Issues
177
Connection Issues
92
Call Management
66
Missing Features
66
Number Issues
55
View All Pros and Cons
CloudTalk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.4
9.1
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.9
8.9
Integrations
Average: 8.9
Seller Details
Seller
CloudTalk
Company Website
Year Founded
2016
HQ Location
New York
LinkedIn® Page
www.linkedin.com
148 employees on LinkedIn®
MaestroQA
(321)4.8 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    MaestroQA is an AI-powered conversation analytics platform that helps leaders uncover insights and scale quality across calls, chats, emails, bots, surveys, and more. "We started as a Contact Cen

    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
    23
    Scoring System
    21
    Coaching
    17
    Coaching Support
    16
    Helpful
    13
    Cons
    Usability Issues
    22
    Missing Features
    10
    Complexity
    4
    Steep Learning Curve
    4
    Inadequate Reporting
    3
    View All Pros and Cons
  • 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: 8.9
    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
    806 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    75 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

MaestroQA is an AI-powered conversation analytics platform that helps leaders uncover insights and scale quality across calls, chats, emails, bots, surveys, and more. "We started as a Contact Cen

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
23
Scoring System
21
Coaching
17
Coaching Support
16
Helpful
13
Cons
Usability Issues
22
Missing Features
10
Complexity
4
Steep Learning Curve
4
Inadequate Reporting
3
View All Pros and Cons
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: 8.9
9.3
Integrations
Average: 8.9
Seller Details
Seller
MaestroQA
Company Website
Year Founded
2013
HQ Location
New York
Twitter
@MaestroQA
806 Twitter followers
LinkedIn® Page
www.linkedin.com
75 employees on LinkedIn®
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153 Listings in Contact Center Quality Assurance Available
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Contact Center Quality Assurance Topics

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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

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