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Contact Center Quality Assurance reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Contact Center Quality Assurance Software

    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.

    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

    Top 10 Contact Center Quality Assurance Software

    • NICE inContact
    • Talkdesk
    • Playvox
    • Genesys Cloud
    • MaestroQA
    • CallMiner Eureka
    • Observe.AI
    • CloudTalk
    • Genesys Engage
    • Klaus

    Compare Contact Center Quality Assurance Software

    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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    (877)4.2 out of 5
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    NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive

    (1,152)4.4 out of 5
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    Talkdesk is an enterprise cloud contact center empowering companies to make customer experience a true competitive advantage. With enterprise-class performance and consumer-like experience, Talkdesk empowers you to adapt your contact center to the evolving needs of your customers and teams. The results? Increased productivity, higher customer satisfaction, more cost savings and great customer experience. It is the fastest growing cloud contact center solution with over 1800 customers in over 75

    (233)4.7 out of 5

    Playvox equips modern businesses and BPOs with the most comprehensive, collaborative and insightful agent optimization suite of Quality Assurance, Performance Management, Coaching, Learning, Voice of the Customer and Agent Motivation software. Our automated and centralized solutions integrate with your existing platforms and empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hou

    (409)4.3 out of 5
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    Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build st

    (79)4.7 out of 5
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    MaestroQA makes omnichannel quality assurance software for modern support teams. Etsy, Mailchimp, Peloton, Zendesk, and more use MaestroQA to improve agent performance, optimize CX processes, unlock business-level insights, and enable amazing customer experiences - all while improving the metrics that matter like retention, revenue, and CSAT. We built MaestroQA so that CX leadership, and QA experts can better understand CX across agents, support processes, and cross-functional operations - a

    (79)4.5 out of 5
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    CallMiner is a SaaS-based, customer engagement and speech analytics platform that leverages AI and machine learning to capture, transcribe and reveal insight from 100% of your customer interactions. The CallMiner Eureka platform transforms the Voice of Your Customers and Voice of your Employees into operational intelligence at scale. Customer Engagement Analytics delivers dialog and sentiment visibility, agent performance management and PCI-supported sensitive data redaction to enable secure s

    (53)4.5 out of 5

    Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls, monitor for compliance, and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to mod

    (245)4.4 out of 5
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    CloudTalk is user-friendly cloud-based phone software for sales and support teams. It is used by startups, scale-ups, SMEs or eCommerce to improve customer experiences and team performance. To achieve this, CloudTalk provides more than 50 advanced calling features. Thanks to seamless integration with the favourite tools (such a CRM, Helpdesk, or e-commerce platforms, etc.), CloudTalk helps companies deliver first-class customer experiences, resulting in the growth of their profitably. Cloudtalk

    (395)4.3 out of 5
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    Genesys Engage is the Genesys customer engagement platform for the enterprise. Built to bring flexible solutions for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations. Complete customer and employee journey management Built to manage both the customer and employee experience, across all channels, Genesys Engage leverages the power of artificial intelligence and machine learning to supercharge both customer and emplo

    (18)4.7 out of 5

    Klaus is a conversation review and QA platform for support teams. The product defines a new category of software aimed at increasing the quality of customer service.  Built by support folks, for support folks, Klaus provides companies of all sizes a quick way of getting started with a quality assurance program by connecting to popular help desk software. It allows companies to easily filter out conversations they want to review, rate them based on a customized score card and notify agents that

    (50)4.7 out of 5
    Entry Level Price:55€ Per Seat/Month

    VCC Live is an Enterprise Cloud Contact Center software provider that for more than 10 years has been consolidating its presence internationally as a reliable business solution for companies dealing with wide-range customer communications through a variety of channels, including Phone, SMS, Email, Webchat, and Social media. Know more about our solution: https://vcc.live/

    (31)4.4 out of 5

    CallSource offers advanced call tracking technologies using real human call analysts, not machine-learning, to collect business intelligence about your customers and the effectiveness of your marketing programs, while also helping to improve call handler performance and brand reputation. CallSource is the premier technology-enabled business performance system that optimizes our clients’ revenue, profit, and brand reputation. CallSource pioneered the call tracking industry and has become the le

    (21)4.5 out of 5

    Stella Connect offers a powerful combination of real-time customer feedback, QA, and coaching to give CX leaders visibility into performance and drive improvement and engagement of front-line teams. Gain Visibility into Performance: Whether your service center sits in-house or you use a BPO, easily access insights to understand how your entire service organization is performing. Quickly identify positive and negative trends across your team, highlight top and bottom performers, and spotlight op

    (6)4.8 out of 5

    Miuros is an all-in-one suite that seamlessly integrates with your existing help desk to bring your data to life. We enable customer service leaders to optimize their operations through AI. Supercharge your agents to increase their efficiency and decrease first reply times. Obtain actionable Insights that will deliver better customer service so you can focus on keeping your customers happy. Easily Review your customer interactions in a balanced way to analyze how you're doing and make improveme

    Scorebuddy is call center quality assurance solution for scoring customer service calls, emails and web chat. It is a dedicated staff scoring system based in the cloud. Design and build your own scorecards, collect results and share, collaborate and review with staff. The tool is designed to replace spreadsheets and static scoring systems. Scorebuddy can streamline your QA evaluations across all interaction types, using custom filters to create lists for scoring and assignment. Quotas of intera

    Leaptree Optimize has been designed from the ground up to meet the need for consistent, affordable, and world-class QA of sales, support, and service teams using Salesforce. Built on the Salesforce platform, it allows supervisors to automate the creation of metrics and scorecards for any given activity: from call handling to updating records and scheduling follow-ups. Optimize enables the measurement of interactions across voice, email, webchat and social media. Not on Salesforce? No problem, L

    (11)4.0 out of 5
    Optimized for quick response

    CallFinder® is the leading provider of managed cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription with conversational insights such as sentiment and emotion detection. Our easy-to-use, economical, and effective solution helps small and medium size businesses with both contact center and remote agents automate quality monitoring to improve agent performance and provide a superior customer experience. CallFinder clients experience: • 100% visibility in

    (101)4.1 out of 5

    Freshcaller is a cloud-based modern phone system that helps you in scaling your business without having to worry about the complexity. Freshcaller offers phone numbers in 90+ countries, requires zero phone hardware, and is easy to set up. As a phone system designed for teams with little/ no IT support, Freshcaller allows users to create a new account in minutes and configure rules, business hours, and routing processes that are effected/executed in real-time. Freshcaller enables businesses to

    (4)3.2 out of 5

    As an integral part of Aspect's Workforce Optimization suite, Aspect Quality Monitoring offers call recording, playback and quality evaluation capabilities using a modern graphical UI. Monitor agent audio and screen interactions in real time, calibrate evaluator quality scores to ensure consistency and fairness, and integrate with Aspect Performance Management for automated and manual coaching. Automate the quality process with advanced analytics to sample 100% of calls and perform ad hoc searc

    (238)3.9 out of 5
    Optimized for quick response
    Entry Level Price:$100 per Seat

    Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to more than 2,000 customers worldwide and facilitating more than five billion call minutes annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.

    (3)2.7 out of 5
    Optimized for quick response

    At Nexidia, we believe that our success is directly tied to your success. By providing the most innovative interaction analytics solutions available, Nexidia is the partner you can trust. Working with some of the world’s largest contact centers, media and entertainment companies, government agencies, and legal firms, Nexidia helps organizations realize the amazing possibilities now discoverable through advanced speech and interaction analytics. By delivering the best technology and deployment r

    Call Criteria delivers highly efficient and scalable QA services to allow fast and easy analysis of your call center, both as a whole and at the agent level. Our highly trained human analysts review agent-customer interactions using customized scorecards. We will monitor and score every customer interaction to provide immediate and actionable feedback.

    (2)4.5 out of 5

    Clearview creates a culture of high performance and engagement through industry-leading performance management tools. We solve the contact center’s toughest problems, such as: disparate data, delayed access to data, limited visibility, reactive management, and detached agents. We do this by setting the standard in performance analytics with a cloud-based solution that goes beyond reporting by aggregating and displaying data in real-time. Our platform intuitively changes behavior at a human and

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    Castel Detect QA/QM automates your contact center’s Quality Assurance/Quality Management (QA/QM) process to yield significant cost savings. Our automated speech analytics approach streamlines the QA/QM process, enhancing agent productivity and customer service.

    (5)4.9 out of 5

    Your contact center is the lifeblood of your enterprise, so anything that you can do to improve agent results and customer experience is a major win for your business. In today’s highly competitive environment, if you’re not leveraging technologies like omni-channel, workforce management, rich integration with your business applications, and advanced business intelligence you’re falling behind. Evolve IP’s Gartner-recognized contact center provides all of the features you need to run a world-c

    0 ratings
    Entry Level Price:0

    Thinking about Call Centers that use Excel to monitor or don't monitor for lack of budget with softwares, we have launched CYF Free, the unique free call center quality assurance software.

    0 ratings

    Edify is a cloud-based company that offers both a prepackaged products for customer support and office communications and rest APIs for development.

    Enghouse Interactive provides a range of workforce and business optimization tools which include call and screen recording, speech analytics, workforce management, performance metrics, score cards, cost analysis and reporting tools which are highly scalable and modular enabling you to choose the level of complexity that meets your requirements for continuous performance improvement.

    0 ratings

    Combining over 70 years of leading global Quality Assurance teams, we’ve built the smartest Quality Assurance and Compliance platform for mid-market contact centres across Europe. Replacing spreadsheets or outdated software, EvaluAgent is perfect for organisations with between 25 – 500 agents who need configurable workflows and enterprise-grade features without the need for expensive consultants or 6-month implementations. A centralised repository for every conversation across every channel, E

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    Check out the G2 Grid® for the top Contact Center Quality Assurance Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    NICE inContact
    CallSource
    Genesys Cloud
    Talkdesk
    Playvox
    CallMiner Eureka
    Stella Connect
    Genesys Engage
    MaestroQA
    VCC Live
    Klaus
    CloudTalk
    Observe.AI
    Market Presence
    Satisfaction