# Top Free Contact Center Quality Assurance Software

## How Many Contact Center Quality Assurance Software Products Does G2 Track?

**Total Products under this Category:** 168

### Category Stats (Jul 2026)

- **Average Rating:** 4.53/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Natterbox (+0.27%) - Among all products in this category, Natterbox recorded the largest rating increase compared to last month

_Last updated: July 27, 2026_

## How Does G2 Rank Contact Center Quality Assurance Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 35,300+ Authentic Reviews
- 168+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for Contact Center Quality Assurance Software
 ![G2 Grid® for Contact Center Quality Assurance Software plotting products by satisfaction and market presence](https://www.g2.com/categories/contact-center-quality-assurance/grids.png?focus%5B%5D=5494&focus%5B%5D=1173&focus%5B%5D=1173027&focus%5B%5D=88148&focus%5B%5D=4215&focus%5B%5D=130653&focus%5B%5D=9177&focus%5B%5D=5511)

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), RingEX, my.SQM Auto QA, evaluagent, Genesys Cloud CX, Hiya Connect Branded Call, ScorebuddyCX, and Talkdesk.

Underlying data: [Grid® JSON](https://www.g2.com/categories/contact-center-quality-assurance/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=ringex&focus%5B%5D=my-sqm-auto-qa&focus%5B%5D=evaluagent&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=hiya-connect-branded-call&focus%5B%5D=scorebuddycx&focus%5B%5D=talkdesk)

**Sponsored**

### 8x8 Contact Center

8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1989&secure%5Bchosen_at%5D=2026-07-28T09%3A03%3A23Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2164&secure%5Bresource_id%5D=1989&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-quality-assurance%2Ffree&secure%5Btoken%5D=48c99bf988c53bea8d6922467e34e3585b662fc7812cdac72d5d1f084a5d59c5&secure%5Burl%5D=https%3A%2F%2Fwww.8x8.com%2Fproducts%2Fcontact-center&secure%5Burl_type%5D=paid_promos)

### [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews)

AI-Powered CX Intelligence for Contact Centers ScorebuddyCX is a CX intelligence platform that connects AI quality assurance, conversation analytics, business intelligence, and agent development in one place. Get a complete picture of what's happening across every customer conversation with AI Auto Scoring at 90%+ accuracy. Find the patterns and signals that matter, share them with every team that needs them, from QA and operations to product, marketing, sales, and the C-suite, and close the loop with integrated coaching & learning that turns this intelligence layer into measurable business impact. Trusted by organizations in financial services, betting and gaming, BPO, retail, and more. Visit http://www.scorebuddycx.com to see full case studies and customer outcomes. Key features: -AI Auto Scoring: Score 100% of conversations with AI scorecards built to your own standards, at 90%+ accuracy. -Conversation Analytics: Understand why customers reach out, how they feel, and what's driving contact volumes. -QA for Agents: Build a QA process agents can trust, with consistent scoring and full visibility for managers and agents alike. -QA for Bots: Catch hallucinations, guardrail violations, and off-brand responses before they reach your customers. -Business Intelligence: Share CX intelligence across the business with custom dashboards and reports for every team. -Integrated Coaching: Find every coaching opportunity and act on it faster, with plans built on complete performance data. -Learning Management System: Assign targeted learning the moment conversation data reveals a skill gap.

**Average Rating:** 4.5/5.0

**Total Reviews:** 799

#### How Do G2 Users Rate ScorebuddyCX?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10)
- **Evaluation:** 9.3/10 (Category avg: 9.1/10)
- **Calibration:** 8.9/10 (Category avg: 8.9/10)
- **Integrations:** 8.4/10 (Category avg: 8.8/10)

#### Who Is the Company Behind ScorebuddyCX?

- **Seller:** [ScorebuddyCX](https://www.g2.com/sellers/scorebuddycx)
- **Company Website:** https://www.scorebuddycx.com
- **Year Founded:** 2001
- **HQ Location:** Dublin
- **LinkedIn® Page:** https://www.linkedin.com/company/2587098/ (62 employees on LinkedIn®)

#### Who Uses This Product?

- **Who Uses This:** Team Leader, Team Lead
- **Top Industries:** Consumer Services, Financial Services
- **Company Size:** 58% Medium, 21% Small

#### What Do G2 Reviewers Say About ScorebuddyCX?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly interface** of ScorebuddyCX, enabling smooth implementation and effortless navigation for all team members.
- Users appreciate the **customizable scorecards and powerful analytics** of ScorebuddyCX, enhancing measurable and developmental quality assurance.
- Users value the **streamlined coaching process** in ScorebuddyCX, enhancing collaboration and visibility for improved performance tracking.
- Users value the **efficiency** of ScorebuddyCX in quality assurance, enhancing clarity and streamlining the evaluation process.
- Users appreciate the **simplicity and ease of use** of ScorebuddyCX, enhancing QA processes and providing valuable insights.

##### Cons

- Users find the **missing filtering options** in ScorebuddyCX limits efficiency and complicates review management.
- Users find ScorebuddyCX's **reporting capabilities limited** , requiring extra steps and support for advanced data analysis.
- Users find **layout issues** with ScorebuddyCX, citing outdated design and difficulty in report filtering as major drawbacks.
- Users experience **slow loading** times and occasional lag, hindering efficiency and complicating workflow during peak usage.
- Users report **scoring issues** with ScorebuddyCX, leading to inaccuracies and unviewable scores for reviewed calls.

#### What Are Recent G2 Reviews of ScorebuddyCX?

**["Intuitive, User-Friendly Scorebuddy That Simplifies Customer Support Evaluations"](https://www.g2.com/survey_responses/scorebuddycx-review-12442475)**

**Rating:** 5.0/5.0 stars

_— John Mark M._

[Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12442475)

**["Easy-to-Use Interface with Game-Changing Calibration Prompts"](https://www.g2.com/survey_responses/scorebuddycx-review-12334211)**

**Rating:** 4.5/5.0 stars

_— Jamie M._

[Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12334211)

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