Top Free Contact Center Quality Assurance Software

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SuccessKPI

SuccessKPI is the performance platform for human + agentic CX. It measures, manages, and governs the work of both human agents and AI agents in the contact center, holding both to the same standards. Because SuccessKPI is independent of the systems it measures, its scores do not come from the vendor that supplied the AI. What SuccessKPI does SuccessKPI unifies interaction data from CCaaS platforms, CRMs, and business systems into one analytics layer, then applies AI to every interaction instead of a sample. Capabilities include business intelligence and reporting, speech and text analytics, quality management with automated scoring, real-time assistance for agents and supervisors, workforce management, Playbook Builder for automated action, last-mile connectivity monitoring, and security and governance controls. Most quality programs evaluate 1% to 3% of interactions and report weeks later. SuccessKPI scores 100% of interactions, human and AI, against evaluation forms the customer defines. A human reviewer confirms, adjusts, or overrides every AI-assigned score, and the reasoning behind each score is visible. Who uses SuccessKPI Quality leaders, workforce managers, contact center operations executives, supervisors, analysts, and agents. Customers include Centene, DHL, Maximus, and USDA Rural Development. SuccessKPI is deployed in healthcare, mental health and crisis services, financial services, insurance, government, telecommunications, transportation, and BPO operations, and it scales from small teams to several thousand agents. What SuccessKPI connects to SuccessKPI works alongside existing contact center platforms rather than replacing them. Integrations include Genesys Cloud CX, Amazon Connect, and Cisco, along with CRM, workforce, and business systems. Data can be exported to customer-owned storage such as Amazon S3, and reports can be scheduled and delivered by email or triggered by conditions in the data. How SuccessKPI handles security and compliance The platform runs serverless-first on AWS, and customer data stays in the contracted deployment region, including a dedicated EU environment. SuccessKPI is FedRAMP authorized for US federal customers. Controls include 256-bit AES encryption at rest, TLS in transit, SSO and MFA, role-based access down to the data partition, and automated redaction for PCI and PII. The compliance program covers SOC 2, ISO 27001, ISO 42001, PCI DSS, HIPAA, and GDPR. What problems SuccessKPI solves Contact centers use SuccessKPI to lower cost to serve, to put evidence behind compliance on every interaction rather than a sample, to stabilize workforce cost as AI agents change volume patterns, and to show whether an AI deployment is working before it scales further.

Average Rating: 4.4/5.0

Total Reviews: 103

How Do G2 Users Rate SuccessKPI?

  • Has the product been a good partner in doing business?: 8.4/10 (Category avg: 9.4/10)
  • Evaluation: 9.5/10 (Category avg: 9.2/10)
  • Calibration: 8.7/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)

Who Is the Company Behind SuccessKPI?

  • Seller: SuccessKPI
  • Company Website:
  • Year Founded: 2017
  • HQ Location: Chantilly, US
  • Twitter: @successkpi
    71 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    171 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Supervisor
  • Top Industries: Hospital & Health Care, Consumer Services
  • Company Size: 60% Medium, 23% Small

What Are Recent G2 Reviews of SuccessKPI?

What Are G2 Users Discussing About SuccessKPI?

Updated August 2026.

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

Total Products under this Category: 186

Category Stats (Oct 2026)

  • Average Rating: 4.54/5 The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: SuccessKPI (+1.17%) - Among all products in this category, SuccessKPI recorded the largest rating increase compared to last month

Last updated: October 01, 2026

How Does G2 Rank Contact Center Quality Assurance Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 36,600+ Authentic Reviews
  • 186+ 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

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

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=sqm-cx-quality&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=scorebuddycx&focus%5B%5D=evaluagent&focus%5B%5D=talkdesk&focus%5B%5D=hiya-connect-branded-call)

Agentforce Service (formerly Salesforce Service Cloud)

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, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform

Average Rating: 4.4/5.0

Total Reviews: 7,890

How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?

  • Has the product been a good partner in doing business?: 8.7/10 (Category avg: 9.4/10)
  • Evaluation: 8.8/10 (Category avg: 9.2/10)
  • Calibration: 8.7/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.7/10 (Category avg: 8.8/10)

Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?

  • Seller: Salesforce
  • Company Website:
  • Year Founded: 1999
  • HQ Location: San Francisco, CA
  • Twitter: @salesforce
    579,511 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    89,711 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Salesforce Administrator, Salesforce Developer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 42% Medium, 37% Large

What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)?

AI-generated summary from verified user reviews

Pros
  • Users find Agentforce Service to be easy to configure and use, enhancing productivity and supporting service requirements effectively.
  • Users appreciate the user-friendly UI of Agentforce Service, facilitating easy setup and streamlined case management.
  • Users appreciate the streamlined case management of Agentforce Service, making it easy to keep cases organized and efficient.
  • Users value the efficiency of Agentforce Service, benefiting from its easy setup and seamless integration capabilities.
  • Users value the ease of setup and helpful features in Salesforce Service Cloud, enhancing overall efficiency and support speed.
Cons
  • Users find the complexity of Agentforce Service challenging, especially for new users and custom integrations.
  • Users find the learning curve steep for new users, particularly in configuring automation and workflows effectively.
  • Users find the steep learning curve of Agentforce Service challenging, requiring significant time and training for proficiency.
  • Users find the service to be expensive, especially with additional licensing and feature costs adding up quickly.
  • Users find the complex usability of Agentforce Service challenging, requiring technical expertise for optimal setup and customization.

What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)?

What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)?

RingEX

WHAT IS RINGEX? RingEX is the all-in-one business communications platform that connects teams, customers, and conversations across voice, video, messaging, SMS, and AI agents all powered by AI. Designed for organizations that value productivity, customer satisfaction, and simplicity, RingEX brings together everything your business needs to collaborate and engage effectively from anywhere. ADVANCED AI WITH AIR, AVA, AND ACE RingEX transforms every interaction into a strategic advantage through three specialized AI agents. AI Receptionist (AIR) acts as an intelligent digital front desk, answering calls 24/7 in natural, multilingual conversations to answer FAQs, capture leads, schedule appointments, and route complex calls with full context. AI Virtual Assistant (AVA) acts as a proactive co-pilot for daily tasks, automatically capturing meeting summaries, generating follow-up actions, and drafting context-aware messages. AI Conversation Expert (ACE) serves as a flagship conversation intelligence platform, analyzing every interaction to provide coaching, automated call scoring, and deep sentiment analysis. By turning raw data into executive insights and syncing directly with your CRM, ACE helps leaders replicate winning behaviors and stay ahead of customer trends. NEW: CUSTOMER ENGAGEMENT BUNDLE Built for small and mid-sized customer-facing teams, the Customer Engagement Bundle helps businesses deliver faster, more connected customer support without the complexity of a full contact center. The bundle seamlessly blends voice and SMS support in one unified workspace. Key capabilities include a shared SMS inbox for team visibility, automated SMS opt-out compliance, and reply templates to maintain a consistent brand voice. It also features queue transparency with place-in-line updates and live reports for real-time visibility into agent performance and service quality. WHY RINGEX? Whether your team is connecting internally or engaging customers, RingEX delivers reliability, flexibility, and intelligence in one platform. Backed by enterprise-grade security, RingEX helps you stay connected and responsive at every moment that matters. RingEX customers gain smarter communication with AVA, revenue intelligence with ACE, and better customer experiences through the Customer Engagement Bundle. RingEX isn’t just a phone system. It is the intelligent core of your business that ensures every conversation—internal or external—is connected, analyzed, and impactful.

Average Rating: 4.2/5.0

Total Reviews: 1,428

How Do G2 Users Rate RingEX?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 9.4/10)
  • Third-Party Integrations: 1.7/10 (Category avg: 8.8/10)

Who Is the Company Behind RingEX?

  • Seller: RingCentral
  • Company Website:
  • Year Founded: 1999
  • HQ Location: Belmont, CA
  • Twitter: @RingCentral
    61,963 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    6,675 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Owner, CEO
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 57% Small, 34% Medium

What Do G2 Reviewers Say About RingEX?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of RingEX, making communication and collaboration seamless for their teams.
  • Users value the helpful customer support of RingEX, enhancing the overall experience and usability for everyone.
  • Users find RingEX to be incredibly helpful for maintaining client connections, enhancing reliability and support.
  • Users commend the reliability of RingEX, ensuring consistent connections and high-quality communication experiences.
  • Users appreciate the high-definition voice quality of RingEX, enhancing communication and customer support experiences.
Cons
  • Users find the complex processes in RingEX challenging, particularly when navigating setup and administration aspects.
  • Users often face call issues with RingEX, including inadequate tracking of calls and poor customer support experiences.
  • Users find the customer support challenging, often facing difficulties in communication and unnecessary complications.
  • Users find the difficulties with customer service occasionally complicate resolutions and frustrate the overall experience.
  • Users find the admin config options unintuitive, making tasks like changing voicemail messages and hold music overly complex.

What Are Recent G2 Reviews of RingEX?

What Are G2 Users Discussing About RingEX?

SQM CX Quality™

SQM's CX Quality product is an AutoCX software tool that helps contact centers predict, benchmark, diagnose, and improve customer experience. SQM's AutoCX software can evaluate 100% of customer interactions or operate using defined agent, team, or line-of-business quotas. Our predictive CX models measure key outcomes such as CSAT, First Call Resolution, and Call Resolution, with predicted CSAT achieving up to 95% alignment with post-call survey results. A key differentiator is benchmarking. SQM enables contact centers to compare CX performance against more than 500 leading contact center operations using standardized, benchmarkable CX metrics and KPIs. Organizations that achieve outstanding customer satisfaction performance can also earn SQM CX awards and badges that recognize excellence and help motivate agents and teams. SQM CX Quality™ is an AI-powered quality assurance and customer experience analytics platform designed to help contact centers measure, manage, and improve agent CX performance. According to G2 reviews, SQM CX Quality™ software ranks #1 in North America for user satisfaction. For enterprise contact centers, SQM can complement an existing CCaaS, QA, or WEM environment through our AutoCX Agent Measurement and CX Benchmark solutions. This enables organizations to add SQM's predictive CSAT, CX benchmarking, and customer-focused Auto QA capabilities without replacing their existing technology stack. As adoption expands, SQM CX Quality™ can also serve as the contact center's primary QA and CX performance management platform. AutoCX Scoring provides benchmarkable quality and customer experience KPIs, including 8 CX outcome metrics and 22 Moments of Truth metrics that measure customers' experiences when interacting with a contact center to resolve an inquiry, issue, or problem. SQM provides standardized CX metrics and KPIs so organizations can benchmark performance against their industry, leading contact centers, and internal business units. Customers can also customize CX, quality, and compliance metrics to support their specific operational and business requirements. SQM combines AutoCX measurement, predictive CSAT, CX benchmarking, agent improvement, and recognition in one platform, helping contact centers understand how they perform, how they compare, what is driving their CX results, and where to improve.

Average Rating: 4.5/5.0

Total Reviews: 369

How Do G2 Users Rate SQM CX Quality™?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.4/10)
  • Evaluation: 9.0/10 (Category avg: 9.2/10)
  • Calibration: 8.7/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)

Who Is the Company Behind SQM CX Quality™?

  • Seller: SQM Group
  • Company Website:
  • Year Founded: 1996
  • HQ Location: Coeur d'Alene, US
  • Twitter: @SQMGroup_
    1,847 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    81 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Supervisor
  • Top Industries: Insurance, Consumer Services
  • Company Size: 36% Medium, 26% Large

What Do G2 Reviewers Say About SQM CX Quality™?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of my.SQM Auto QA, finding it user-friendly and easy to navigate.
  • Users appreciate the feedback feature of my.SQM Auto QA, which greatly enhances personal growth and skill development.
  • Users find the navigation ease of my.SQM Auto QA intuitive, making it simple to explore and use.
  • Users love the easy access to essential information and performance stats on my.SQM Auto QA.
  • Users value the insightful coaching feedback from my.SQM Auto QA, enhancing performance and continuous learning opportunities.
Cons
  • Users express frustration with call issues, noting limited recordings and the focus on outdated landline services.
  • Users find that filtering the right information can be complicated, with confusing metrics and multiple data points.
  • Users find the inaccurate data analysis challenging, as confusing metrics complicate understanding and scoring.
  • Users face scoring issues due to subjective surveys and external factors impacting their overall metrics unfairly.
  • Users find the navigation cumbersome, with excessive information and too many tabs complicating the experience.

What Are Recent G2 Reviews of SQM CX Quality™?

What Are G2 Users Discussing About SQM CX Quality™?

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Genesys Cloud CX

Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI.

Average Rating: 4.4/5.0

Total Reviews: 1,484

How Do G2 Users Rate Genesys Cloud CX?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.4/10)
  • Evaluation: 8.8/10 (Category avg: 9.2/10)
  • Calibration: 8.6/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)

Who Is the Company Behind Genesys Cloud CX?

  • Seller: Genesys
  • Company Website:
  • Year Founded: 1990
  • HQ Location: Menlo Park, CA
  • Twitter: @Genesys
    32,180 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    8,740 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Case Advocate, Manager
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 45% Medium, 41% Large

What Do G2 Reviewers Say About Genesys Cloud CX?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of Genesys Cloud CX, enabling seamless access and improved operational agility.
  • Users value the continuous innovation and responsive improvements of Genesys Cloud CX, enhancing operational efficiency and customer satisfaction.
  • Users value the reliability of Genesys Cloud CX, as it enhances business continuity and customer engagement effectively.
  • Users value the efficiency of Genesys Cloud CX, enhancing agility and simplifying operations to meet modern demands.
  • Users appreciate the intuitive interface of Genesys Cloud CX, enhancing management of customer interactions and workforce performance.
Cons
  • Users note the limited features of Genesys Cloud CX, leading to extra costs and complications for advanced needs.
  • Users find some missing features in Genesys Cloud CX, hindering their ability to fully utilize the system's capabilities.
  • Users find Genesys Cloud CX to have a bit of a complex interface, which can overwhelm new users and hinder navigation.
  • Users are frustrated with inadequate reporting in Genesys Cloud CX, citing limitations and clunky functionality compared to alternatives.
  • Users find the learning curve steep with Genesys Cloud CX, making navigation and feature access challenging initially.

What Are Recent G2 Reviews of Genesys Cloud CX?

What Are G2 Users Discussing About Genesys Cloud CX?

ScorebuddyCX

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: 826

How Do G2 Users Rate ScorebuddyCX?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.4/10)
  • Evaluation: 9.3/10 (Category avg: 9.2/10)
  • Calibration: 8.9/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.4/10 (Category avg: 8.8/10)

Who Is the Company Behind ScorebuddyCX?

  • Seller: ScorebuddyCX
  • Company Website:
  • Year Founded: 2001
  • HQ Location: Dublin
  • LinkedIn® Page: www.linkedin.com
    67 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: PCI Compliance Specialist, Team Leader
  • Top Industries: Consumer Services, Financial Services
  • Company Size: 59% Medium, 21% Small

What Do G2 Reviewers Say About ScorebuddyCX?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ScorebuddyCX, making it simple for newcomers to learn and utilize effectively.
  • Users value the customizable scorecards of ScorebuddyCX, enhancing call quality while ensuring easy setup and usage.
  • Users value the coaching integration in ScorebuddyCX, enhancing structured feedback and actionable improvements for agents.
  • Users value the efficiency of ScorebuddyCX in analyzing conversations and improving support team performance effectively.
  • Users appreciate the easy-to-use overview dashboard of ScorebuddyCX, making data tracking quick and convenient for all.
Cons
  • Users find missing features in ScorebuddyCX, noting limitations in report customization and navigation efficiency.
  • Users often find the reporting features limited, hindering their ability to access deeper analytics easily.
  • Users find layout issues in ScorebuddyCX hinder navigation, making it less intuitive and time-consuming to access reviews.
  • Users experience slow loading times, which can lead to frustration during use and hinder their overall experience.
  • Users express frustration over scoring issues, including the lack of dispute options and data extraction difficulties.

What Are Recent G2 Reviews of ScorebuddyCX?

What Are G2 Users Discussing About ScorebuddyCX?

Playvox Quality Management

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 identify problems, you fix them. Coaching and resolution tools are included standard, allowing you to engage and develop employees before the issue occurs.

Average Rating: 4.8/5.0

Total Reviews: 1,053

How Do G2 Users Rate Playvox Quality Management?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.4/10)
  • Evaluation: 9.7/10 (Category avg: 9.2/10)
  • Calibration: 9.6/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Playvox Quality Management?

  • Seller: Playvox
  • Year Founded: 2012
  • HQ Location: Sunnyvale, CA
  • Twitter: @PlayVoxCX
    1,675 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    40 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Customer Experience
  • Top Industries: Consumer Services, Banking
  • Company Size: 58% Medium, 34% Large

What Do G2 Reviewers Say About Playvox Quality Management?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Playvox Quality Management, enhancing their experience and productivity effortlessly.
  • Users value the coaching functionality of Playvox, praising its ease of use and performance tracking capabilities.
  • Users find that Playvox enhances efficiency in auditing and improves customer service through smooth interactions and analytics.
  • Users appreciate the ease of use in Playvox, facilitating effective coaching and performance monitoring with a user-friendly interface.
  • Users value the efficient scoring system of Playvox, enhancing the quality management experience with ease of navigation.
Cons
  • Users find limited customization in Playvox Quality Management, wishing for more flexibility in visual presentation.
  • Users find the missing features of Playvox Quality Management limiting, particularly regarding KPI visibility and dispute raising.
  • Users find poor reporting capabilities in Playvox Quality Management, with requests for more flexibility and advanced filters.
  • Users find the slow loading times frustrating, often experiencing delays when accessing evaluations or coaching logs.
  • Users experience update issues that hinder KPI visibility and require extra steps for accessing calibration pages.

What Are Recent G2 Reviews of Playvox Quality Management?

What Are G2 Users Discussing About Playvox Quality Management?

CloudTalk

CloudTalk is the leading AI-powered business calling software for growing SMBs. CloudTalk helps more than 4,000 modern SMBs talk to more customers, close more deals, and resolve issues faster, without enterprise pricing or complexity. Over 30,000 sales and support professionals at SMBs across 160+ countries rely on CloudTalk to: Talk to 10x more people - Our AI Sales Dialer combines preview, power and parallel (up to 10 lines) dialing that filters out voicemails and dead lines automatically. Automate the calls humans shouldn't have to make - Build AI Voice Agents and AI Receptionist in minutes for appointment scheduling, lead qualification, after-hours coverage, payment reminders and more. Turn every conversation into structured data - Use AI Conversation Intelligence to get automatic call summaries, AI notes, sentiment analysis, topic extraction, call scoring, multi-lingual transcription, and talk/listen ratios. Run their full business phone system in one cloud platform - With Call Flow Designer, IVR, call queuing, call recording, real-time monitoring, analytics, international SMS, WhatsApp messaging, and workflow automation. Handle global calling without the infrastructure headache - Local numbers in 160+ countries, 99.999% uptime, multi-carrier redundancy, and crystal-clear call quality. Plug into the tools they already use - 100+ native integrations including HubSpot (Certified), Salesforce, Pipedrive, Zoho CRM, MS Dynamics, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, monday, Shopify, and more. Most CloudTalk customers are live in a few days. No hardware, no PBX, no months of consulting. Just sign up, port numbers (or buy new ones), connect your CRM, and start calling — with AI doing the busywork from day one. CloudTalk is GDPR, SOC 2, ISO 27001, HIPAA, and CCPA compliant. Customers like Bit2Me reduced missed calls from 80% to 16%, cut wait times by 85%, and scaled from 2 to 20+ agents — without adding complexity. https://hubs.li/Q04n2f7L0 Learn how we can boost your calling on a 1:1 personalized demo: https://hubs.li/Q04n2f4C0

Average Rating: 4.4/5.0

Total Reviews: 1,894

How Do G2 Users Rate CloudTalk?

  • Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.4/10)
  • Evaluation: 9.1/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.0/10 (Category avg: 8.8/10)

Who Is the Company Behind CloudTalk?

  • Seller: CloudTalk
  • Company Website:
  • Year Founded: 2016
  • HQ Location: New York
  • LinkedIn® Page: www.linkedin.com
    231 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: CEO, Account Executive
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 65% Small, 31% Medium

What Do G2 Reviewers Say About CloudTalk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of CloudTalk, making daily communication efficient and hassle-free.
  • Users appreciate the reliability of CloudTalk, highlighting its clear call quality and seamless performance across devices.
  • Users find CloudTalk's intuitive interface enhances communication efficiency and simplifies contact management effortlessly.
  • Users find CloudTalk's intuitive interface and real-time data tracking extremely beneficial for managing KPIs effectively.
  • Users love the intuitive calling features of CloudTalk, making communication quick, easy, and efficient.
Cons
  • Users experience call issues with CloudTalk, including accessibility challenges and connection problems affecting their efficiency.
  • Users experience connection issues with CloudTalk, including occasional disruptions and limitations in separate countries.
  • Users express dissatisfaction with missing features, like essential call center functions and SMS number search options.
  • Users find that call management issues disrupt seamless communication and hinder efficient client interaction.
  • Users face poor connectivity issues with CloudTalk, making international calls and call management challenging and frustrating.

What Are Recent G2 Reviews of CloudTalk?

What Are G2 Users Discussing About CloudTalk?

Sprinklr Service

Sprinklr Service is an AI-native contact center platform built to deliver exceptional customer experiences across 30+ voice, social, and digital channels from one unified platform. Unlike modular or plugin-based tools, Sprinklr builds AI right into the foundation, so it can understand, analyze, and respond to conversations in real time across everything from X (formerly Twitter) and Instagram to email, chat, and voice. The result is a seamless, consistent brand experience for customers and a single, context-rich view of every interaction for agents, helping enterprises resolve issues faster and scale support without stitching together siloed point solutions. Key Features Omnichannel Contact Center: Maintain a single, context-rich conversation across 30+ voice, social, and digital channels, with channel-less service as customers move between touchpoints AI-Powered Routing: Sprinklr AI automatically classifies incoming queries by intent, urgency, and sentiment, auto-prioritizes critical issues, and routes them to the best-suited agent. Sprinklr's Conversational AI Agents and Chatbots: Deploy Sprinklr AI Agents to automate routine tasks, handle FAQs, and power AI-driven IVR and bot automation in your brand voice. Agent Copilot: Empower agents with AI-driven guidance that surfaces potential resolutions, summarizes cases, suggests replies, and automates post-call tasks to cut average handle time. Live Chat and Messaging: Deliver real-time support with co-browsing and video commerce on your website and mobile apps. Channel-less Service: Enable seamless conversations even as customers move from one channel to another, keeping full context intact throughout the journey. Knowledge Management and Self-service: Power self-service and knowledge bases to reduce service costs and deflect routine queries. Workforce Management: Support agent scheduling, adherence, and forecasting for efficient contact center operations. Comprehensive Channel Suite: Includes Inbound and Outbound Contact Center, Social Customer Service across 25+ social channels, Live Chat with co-browsing and video commerce, and Sprinklr VoiceConnect for carrier-grade voice. Real-time Supervisor and Admin Tools: Monitor agent performance in real time, deliver targeted coaching, and easily manage workflows, channels, and operations with minimal overhead. AI-powered Quality and Coaching: Sprinklr AI scores 100% of interactions, ensures compliance, and enables real-time coaching for continuous improvement. Enterprise Integrations: Connects with CRM and ticketing systems (Salesforce, Dynamics 365, Jira, etc.), voice and messaging platforms (Twilio, Ozonetel, CloudTalk), and more, with a robust API layer and Marketplace connectors. Recognized leader: Named a Strong Performer in The Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025, a Leader in The Forrester Wave: Conversational AI For Customer Service, Q2 2024, Digital Customer Interaction Solutions, Q2 2024, and recognized as a Contact Center Leader by G2.

Average Rating: 4.3/5.0

Total Reviews: 687

How Do G2 Users Rate Sprinklr Service?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.4/10)
  • Evaluation: 8.2/10 (Category avg: 9.2/10)
  • Calibration: 7.9/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 7.9/10 (Category avg: 8.8/10)

Who Is the Company Behind Sprinklr Service?

  • Seller: Sprinklr
  • Company Website:
  • Year Founded: 2009
  • HQ Location: New York
  • Twitter: @Sprinklr
    38,047 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    9,888 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Social Media Manager, Community Manager
  • Top Industries: Consumer Services, Marketing and Advertising
  • Company Size: 41% Large, 30% Medium

What Do G2 Reviewers Say About Sprinklr Service?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use in Sprinklr Service, finding it simple and powerful for enhancing customer experience.
  • Users value the user-friendly interface of Sprinklr Service, simplifying social media management with customizable features and convenience.
  • Users value the comprehensive services offered by Sprinklr, appreciating the seamless integration and professional support from the team.
  • Users value the efficiency of Sprinklr Service, seamlessly managing multiple channels within a single interface.
  • Users commend the excellent customer support of Sprinklr Service, highlighting its responsiveness and commitment to enhancing user experience.
Cons
  • Users find the complexity of Sprinklr Service overwhelming, especially when dealing with extensive features and user management issues.
  • Users experience a steep learning curve with Sprinklr Service, requiring significant training for effective usage.
  • Users note missing features in Sprinklr Service, requiring native posting and affecting overall workflow efficiency.
  • Users experience slow loading times in Sprinklr Service, impacting efficiency while fetching keywords and creating cases.
  • Users find the steep learning curve of Sprinklr Service challenging, requiring extensive training and support to navigate effectively.

What Are Recent G2 Reviews of Sprinklr Service?

Convin.ai

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 offers AI-backed tools to track, transcribe, and analyze agent-customer interactions across calls, emails, and chats. The platform is segmented into real-time, post-call analysis, conversation insights, and customer experience suite, addressing critical challenges such as manual intervention and reactive quality assurance. 👉 Convin’s Key Products: A. CX Suite 1. AI Phone calls: Convin AI Phone Call optimizes 100% of inbound and outbound calls with virtual agents, enabling businesses to connect with thousands of leads through personalized, AI-driven voice interactions at low latency. B. Real-time Suite 1. Real-time Agent Assist: Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance. 2. Supervisor Assist: Get 100% visibility into all agent-customer conversations in real-time. Observe real-time changes in sentiment trends, track violations, and prevent escalations with Convin’s supervisor assist dashboard. C. Post-Interaction Suite: 1. Automated QA: Eliminate random sampling, human bias, and inaccurate scoring with Auto QA. Monitor every conversation, including calls, chats, and emails, to understand agent performance and assign coaching. 2. Automated Coaching: Take call center coaching one notch higher with targeted peer-to-peer automated coaching. Have a grip over call center training sessions that are auto-assigned by AI based on best-performing agent conversations. Reduce agent onboarding time by 60% and uptick annual call center ROI. 3. AI Learning Management System: Leverage agent training with a robust LMS comprising manual coaching, a knowledge base, assessments, and courses. Create customized assessments for agents, enrich the knowledge base with the required information, and track agent participation in coaching sessions. D. Voice of Customer: 1. Convin Insights: Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations. 2. Conversation Behavior Analysis: Track and analyze winning and losing trends behind agent-customer interactions and leverage call behavior, action, and phrases to drive more business-winning deals. Replicate winning behavior and eliminate losing behavior to drive a successful and forward-moving business. 3. Customer Intelligence: Unleash the hidden insights within customer calls using customer intelligence. Find keywords and phrases that led to won and lost deals. Listen to customer conversations to discover competitors, objectives, product features, competition, and sentiments. E. Add-ons, 1. Quality Management System: Your one-stop solution for call listening, randomizer (for sampling), call auditing, and custom reporting. Leave audio and video comments for intuitive feedback and prompt auto-send of reports and feedback. 2. Mobile App: Experience agent performance review and coaching on the go. Convin's versatile app empowers business managers and agents alike. While managers access agent performance and conversation data, agents can improve conversation quality with swift coaching.

Average Rating: 4.7/5.0

Total Reviews: 540

How Do G2 Users Rate Convin.ai?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.4/10)
  • Evaluation: 9.3/10 (Category avg: 9.2/10)
  • Calibration: 9.2/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.4/10 (Category avg: 8.8/10)

Who Is the Company Behind Convin.ai?

  • Seller: Convin
  • Year Founded: 2020
  • HQ Location: Bengaluru, IN
  • Twitter: @convin
    12 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    134 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Quality Analyst, Policy Advisor
  • Top Industries: Education Management, Health, Wellness and Fitness
  • Company Size: 62% Large, 32% Medium

What Do G2 Reviewers Say About Convin.ai?

AI-generated summary from verified user reviews

Pros
  • Users find Convin.ai extremely easy to use, making navigation and auditing tasks straightforward and efficient.
  • Users find the high accuracy of Convin.ai's call transcripts significantly enhances agent performance evaluation.
  • Users find the auditing efficiency of Convin.ai very handy, with a user-friendly UI for tracking performance.
  • Users appreciate the user-friendly interface of Convin.ai, enjoying easy access to call stats and detailed insights.
Cons
  • Users find that call flow management can be cumbersome, especially when using the keyboard for call controls.
  • Users find improvement needed in the solution, assistance, and referral aspects, seeking better efficiency and speed.
  • Users find the inadequate reporting of Convin.ai frustrating, as it lacks user-friendliness and timely data presentation.

What Are Recent G2 Reviews of Convin.ai?

What Are G2 Users Discussing About Convin.ai?

NICE CXone

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com

Average Rating: 4.3/5.0

Total Reviews: 1,604

How Do G2 Users Rate NICE CXone?

  • Has the product been a good partner in doing business?: 8.2/10 (Category avg: 9.4/10)
  • Evaluation: 9.0/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.9/10 (Category avg: 8.8/10)

Who Is the Company Behind NICE CXone?

  • Seller: NiCE
  • Year Founded: 1986
  • HQ Location: Hoboken, New Jersey
  • Twitter: @NICELtd
    14,655 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    14,296 employees on LinkedIn®
  • Ownership: NASDAQ: NICE

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Customer Service Agent
  • Top Industries: Consumer Services, Information Technology and Services
  • Company Size: 52% Medium, 34% Large

What Do G2 Reviewers Say About NICE CXone?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the intuitive interface of NICE CXone, making it simple for new employees to adapt quickly.
  • Users appreciate the intuitive interface and comprehensive features of NICE CXone, enhancing customer service and usability.
  • Users value the intuitive interface and easy implementation of NICE CXone, enhancing overall efficiency and user experience.
  • Users find the intuitive interface of NICE CXone easy for new employees, enhancing overall customer service effectiveness.
  • Users value the intuitive interface of NICE CXone, enhancing ease of use and quick onboarding for new employees.
Cons
  • Users often face call issues with NICE CXone, experiencing dropped calls and difficulty changing agent status during critical moments.
  • Users experience frequent technical issues with lag, crashes, and outages, disrupting their workflow and impacting performance.
  • Users express frustration with the missing features in NICE CXone, particularly the lack of integrated tools and supervisor mode.
  • Users consistently face poor customer support, especially in accessing billing and getting timely technical assistance.
  • Users experience frustrating delays in information and support response times, impacting overall effectiveness of NICE CXone.

What Are Recent G2 Reviews of NICE CXone?

What Are G2 Users Discussing About NICE CXone?

Zendesk Contact Center

Zendesk for Contact Center is built with AI at its core to remove the gaps between channels, agents, and systems so every contact gets resolved faster across voice, self-service, and digital. Powered by the Zendesk Resolution Platform, it simplifies operations, accelerates service, and eliminates the fragility of legacy stacks and bolted-on tools. AI is embedded across every channel to accelerate agents and deflect the rest. Voice is native with AI Agents and Voice Copilot. And AI powered WFM, QA and reporting are included, no vendors to chase, no code to manage. Whether you're scaling quickly, expanding globally, or ditching a cobbled-together stack, Zendesk equips you to deliver faster service, better experiences, and leaner operations from day one.

Average Rating: 4.5/5.0

Total Reviews: 320

How Do G2 Users Rate Zendesk Contact Center?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.4/10)
  • Evaluation: 9.7/10 (Category avg: 9.2/10)
  • Calibration: 9.2/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.4/10 (Category avg: 8.8/10)

Who Is the Company Behind Zendesk Contact Center?

  • Seller: Zendesk
  • Company Website:
  • Year Founded: 2007
  • HQ Location: San Francisco, CA
  • Twitter: @Zendesk
    102,672 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    7,537 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Team Lead
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 55% Medium, 28% Small

What Do G2 Reviewers Say About Zendesk Contact Center?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Zendesk Contact Center, finding setup and customization straightforward and efficient.
  • Users value Zendesk Contact Center for its efficiency, effortlessly streamlining support across various communication channels.
  • Users appreciate the intuitive interface and seamless omnichannel capabilities of Zendesk Contact Center, enhancing efficiency and satisfaction.
  • Users value the omnichannel experience of Zendesk Contact Center, streamlining customer interactions for efficient real-time support.
  • Users value the omnichannel support of Zendesk, efficiently managing interactions and enhancing customer experiences in real-time.
Cons
  • Users experience inefficient workflow due to inconsistent SLAs and unexpected behavior in performance tracking, causing delays.
  • Users face workflow disruptions due to inconsistent SLAs and unexpected performance tracking behaviors that hinder daily operations.
  • Users experience inefficiency with Zendesk Contact Center due to inconsistent workflows and complex performance tracking setups.
  • Users desire missing features like improved notifications for new tickets and better tracking of interactions in Zendesk.
  • Users face process complexity in Zendesk Contact Center, leading to inconsistent workflows and a challenging learning curve.

What Are Recent G2 Reviews of Zendesk Contact Center?

What Are G2 Users Discussing About Zendesk Contact Center?

Kaizo

Kaizo is your AI-powered customer service quality assurance tool, giving you complete coverage for valuable insights. Most support QA tools evaluate 3-5% of your tickets and call it quality assurance. Kaizo's Auto QA evaluates 100% of every conversation against your exact quality criteria: automatically scoring, commenting, and surfacing insights the moment cases close. **Proven impact:** - 100% ticket coverage (vs. 3-5% industry standard) - 2x QA capacity without scaling headcount - 75% reduction in coaching prep time - 150% ROI on automation - Implementation in days, not months **Built for large support teams who have outgrown manual QA** Kaizo transforms how scaling support operations handle quality assurance, coaching, and data insights. Whether you're managing 50 agents or 500, our platform delivers complete conversation coverage without increasing QA headcount. **AutoPilot: Set quality assurance to self-drive mode** Train Kaizo's AI to your quality rubric, connect your knowledge base, and let AutoPilot evaluate every resolved ticket with detailed comments and scores. Your QA team shifts from grading tickets to analyzing patterns, with 100% coverage revealing trends that sampling never could. Customers report 75% reduction in coaching prep time after implementing AutoPilot. **Insights that drive business decisions** Stop preparing spreadsheets with fragmented data. Kaizo consolidates QA scores, sentiment analysis, empathy tracking, and performance metrics into decision-ready dashboards. Spot churn signals, prevent escalations, and detect compliance risks before they cost you. Ask questions, get answers: no data science degree required. **AI Coaching: Personalized feedback at scale** Generate ready-made coaching cards instantly by pulling from 100% of an agent's ratings, not cherry-picked examples. Managers review, add context, and deploy data-driven feedback in minutes instead of hours. Support multilingual teams with coaching cards in all commonly used languages. **Enterprise-ready from day one** SOC 2 certified, ISO 27001 certified, GDPR compliant. Switch AI models without migration pain. Your data stays protected within a privacy-first architecture designed for regulated industries. **Integrates with your existing stack** Native integrations with Zendesk and Salesforce. Works with the tools you already use.

Average Rating: 4.9/5.0

Total Reviews: 13

How Do G2 Users Rate Kaizo?

  • Has the product been a good partner in doing business?: 10.0/10 (Category avg: 9.4/10)
  • Evaluation: 10.0/10 (Category avg: 9.2/10)
  • Calibration: 8.9/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Kaizo?

  • Seller: Kaizo
  • Company Website:
  • Year Founded: 2018
  • HQ Location: Amsterdam, NL
  • LinkedIn® Page: www.linkedin.com
    34 employees on LinkedIn®

Who Uses This Product?

  • Company Size: 40% Small, 33% Medium

What Are Recent G2 Reviews of Kaizo?

JustCall

JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace

Average Rating: 4.3/5.0

Total Reviews: 2,365

How Do G2 Users Rate JustCall?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.4/10)
  • Evaluation: 8.0/10 (Category avg: 9.2/10)
  • Calibration: 7.9/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.7/10 (Category avg: 8.8/10)

Who Is the Company Behind JustCall?

  • Seller: Saas Labs
  • Company Website:
  • Year Founded: 2016
  • HQ Location: Palo Alto, California
  • Twitter: @saas_labs
    319 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    416 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: CEO, Account Executive
  • Top Industries: Computer Software, Financial Services
  • Company Size: 59% Small, 31% Medium

What Do G2 Reviewers Say About JustCall?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of JustCall, noting its simple setup and user-friendly interface.
  • Users appreciate the comprehensive capabilities of JustCall, enhancing customer communications and improving sales conversions significantly.
  • Users highly value the comprehensive capabilities of JustCall, enhancing customer communications and boosting sales efficiency.
  • Users value the seamless call experience of JustCall, enhancing productivity and enabling efficient call management.
  • Users highly value the comprehensive calling features of JustCall, enhancing customer communications and boosting sales efficiency.
Cons
  • Users experience call issues with JustCall, including missed calls and delays that disrupt communication effectiveness.
  • Users report issues with call visibility, often hearing calls that don't appear on their JustCall interface.
  • Users experience connection issues with JustCall, often unable to see incoming calls despite hearing them.
  • Users experience poor call quality, with issues like call drops and missed calls affecting communication significantly.
  • Users often face slow loading issues with JustCall, experiencing significant lag during calls and app performance.

What Are Recent G2 Reviews of JustCall?

Creovai

Creovai is a software suite designed to bring intelligence and guidance to contact centers worldwide. By transforming unstructured conversation data into actionable insights, it empowers contact center leaders to make smarter decisions that improve agent performance for reduced customer churn, increased sales, and lowered service costs. Our promise is simple: the fastest ROI, the easiest-to-use solution, and the most trustworthy insights to drive real business impact. The platform’s combination of analytics and real-time agent support creates a continuous improvement loop, enabling organizations to adapt and excel. Creovai identifies important trends, bridges knowledge gaps, and equips agents with the right information at the right moment—so they can handle even the most complex interactions with confidence. Hyper-focused on intelligence and guidance, Creovai improves contact center operations, helping you deliver better outcomes for your customers and your teams that serve them.

Average Rating: 4.3/5.0

Total Reviews: 198

How Do G2 Users Rate Creovai?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.4/10)
  • Evaluation: 8.5/10 (Category avg: 9.2/10)
  • Calibration: 8.1/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 7.8/10 (Category avg: 8.8/10)

Who Is the Company Behind Creovai?

  • Seller: Capacity
  • Year Founded: 2017
  • HQ Location: University City, Missouri
  • Twitter: @GoCapacity
    522 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    701 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Supervisor
  • Top Industries: Consumer Services, Banking
  • Company Size: 58% Medium, 26% Large

What Do G2 Reviewers Say About Creovai?

AI-generated summary from verified user reviews

Pros
  • Users find Creovai to be incredibly user-friendly, streamlining call monitoring with minimal learning needed.
  • Users value the powerful filtering and reporting features of Creovai for enhanced team insights and growth.
  • Users value the detailed reporting and analysis in Creovai, enhancing quality monitoring and informed decision-making.
  • Users appreciate the accuracy of AI transcripts, enabling precise review of calls and saving time with sensitive data handling.
  • Users commend the transcription accuracy of Creovai, enabling seamless review and improvement of call monitoring efficiency.
Cons
  • Users experience call issues with cluttered results and occasional delays, affecting the overall quality of the service.
  • Users find the learning curve steep, struggling with the platform's complexity and lack of intuitive navigation.
  • Users note inaccurate data analysis, highlighting issues with word recognition and translation inconsistencies affecting performance.
  • Users find the missing features in Creovai frustrating, impacting control and effectiveness in call coaching.
  • Users find Creovai's search functionality lacking, making it difficult to intuitively find and sort recordings.

What Are Recent G2 Reviews of Creovai?

What Are G2 Users Discussing About Creovai?

Invoca

Which of your campaigns drive the best phone leads? Are you losing sales because of bad call experiences? Are you getting credit for all of your conversions? Invoca helps businesses drive revenue growth by unlocking new data from calls, so they can acquire and retain more customers for less money. With Invoca's revenue execution platform, businesses are driving unbelievable results: • Marketing teams — like the one at Rogers Communications — are driving up lead quality and driving down acquisition costs by 82% • Contact centers — like the one at MoneySolver — are boosting agent performance and conversion rates by 100% • Multi-location businesses — like Renewal by Andersen — are increasing appointments set over the phone by nearly 50% Invoca is trusted by the world’s top brands, including AutoNation, Flagstar Bank, Mayo Clinic, Orkin, Subaru, and Verizon, as well as: • 6 of the top 10 US health systems • 4 of the top 6 US mortgage lenders • 5 of the top 10 US property & casualty insurance companies • 5 of the top 7 US telecommunications companies To see more customer results, visit www.invoca.com/customers.

Average Rating: 4.5/5.0

Total Reviews: 926

How Do G2 Users Rate Invoca?

  • Has the product been a good partner in doing business?: 9.2/10 (Category avg: 9.4/10)
  • Evaluation: 8.9/10 (Category avg: 9.2/10)
  • Calibration: 8.7/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.9/10 (Category avg: 8.8/10)

Who Is the Company Behind Invoca?

  • Seller: Invoca
  • Company Website:
  • Year Founded: 2008
  • HQ Location: Santa Barbara, CA
  • Twitter: @Invoca
    4,204 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    382 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Digital Marketing Manager, Marketing Manager
  • Top Industries: Marketing and Advertising, Hospital & Health Care
  • Company Size: 38% Small, 33% Medium

What Do G2 Reviewers Say About Invoca?

AI-generated summary from verified user reviews

Pros
  • Users value the excellent support from Invoca, enhancing their success with dedicated specialists and responsive teams.
  • Users appreciate the ease of use of Invoca, particularly due to its intuitive interface and helpful dashboards.
  • Users appreciate the insightful analytics of Invoca, enhancing understanding of customer interactions and optimizing marketing efforts.
  • Users commend Invoca's thorough and responsive customer support, which significantly enhances their overall experience and satisfaction.
  • Users commend Invoca for its attribution accuracy, enabling informed marketing decisions and optimizing spending effectively.
Cons
  • Users note the steep learning curve for new users, which can hinder efficiency and ease of use during onboarding.
  • Users express frustration over missing features in Invoca, particularly the lack of Spanish translation and complex integrations.
  • Users experience call issues with Invoca, particularly regarding complex tracking and lack of Spanish translation.
  • Users find the complexity of reporting setup in Invoca frustrating, hindering effective dashboard customization and integration.
  • Users find the complex setup of Invoca challenging, particularly with advanced features and reporting customizations.

What Are Recent G2 Reviews of Invoca?

What Are G2 Users Discussing About Invoca?

Inia Debnath
ID
Researched and written by Inia Debnath
Updated October 3, 2024