### Contents - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Contact Center Quality Assurance Software Resources ##### Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Quality Assurance Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Contact Center Quality Assurance Software Articles [![How AI Coaching Tools Improve Customer Service Training Curriculum](https://learn.g2.com/hubfs/training%20customer%20service-JL.jpg "How AI Coaching Tools Improve Customer Service Training Curriculum")](https://www.g2.com/articles/how-ai-coaching-tools-improve-customer-service-training-curriculum) [ ### How AI Coaching Tools Improve Customer Service Training Curriculum ](https://www.g2.com/articles/how-ai-coaching-tools-improve-customer-service-training-curriculum) TL;DR AI coaching tools simulate real customer interactions, giving new reps a risk-free environment to build skills before going live As of June 2026, the Contact Center Quality Assurance category on G2 is led by Agentforce Service (7,357 reviews, 4.4) Research shows AI + human coaching combined outperforms either alone - the technology works best as a complement, not a replacement Modern AI coaches now handle adaptive feedback, tone detection, and performance tracking without the limitations that defined earlier tools Artificial intelligence (AI) innovations in the customer service industry are accelerating. AI applications are common in the customer service space, such as chatbots that have replaced some of the duties of customer service representatives. The impacts of its applications are far-reaching and have also made waves in the training of customer service professionals.  [ ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL ](https://learn.g2.com/author/jeffrey-lin) by Jeffrey Lin ## Contact Center Quality Assurance Software Glossary Terms [![Quality Assurance vs. Quality Control](https://learn.g2.com/hubfs/Quality%20Assurance%20Vs.%20Quality%20Control.png "Quality Assurance vs. Quality Control")](https://www.g2.com/glossary/quality-assurance-vs-quality-control) [Quality Assurance vs. Quality Control](https://www.g2.com/glossary/quality-assurance-vs-quality-control) Confused by quality assurance vs. quality control? QA prevents defects, and QC identifies them. Read on to learn all the differences between these terms. by Washija Kazim [![Call Queuing](https://learn.g2.com/hubfs/G2CM_GI021_Call_queuing_V1a.png "Call Queuing")](https://www.g2.com/glossary/call-queuing) [Call Queuing](https://www.g2.com/glossary/call-queuing) Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers. by Sagar Joshi ## Contact Center Quality Assurance Software Discussions 0 Question on: Cordless [Looking for More Information about Cordless.io Customers](/discussions/looking-for-more-information-about-cordless-io-customers) My name is Brittany. I would love to discuss with you Cordless.io about my Support and Experience Team. I would love to hear your thoughts further. Would you be interested in talking with me about it? I am proposing to my CEO and CTO and want to get someone already using this software while working with Cordless. How is the quality of calls? (VOIP perspective) What is something you find most exciting about the product? How is the support experience at Cordless? What do you find annoying right now about the product? Hi Brittany, my name is Kristian and I work as the CX Operations Lead at Curve. We have worked with Cordless for a number of years now, firstly on our IVR, and then our entire telephone system. Cordless have been brilliant collaborators, and have provided us with responsive and insightful support over the years. I'll answer your questions below: Quality of calls: We have always been happy with the quality of the calls made through Cordless. They are clear, well recorded and transcript- generating from the IVR to the calls themselves. What we find exciting: Just the fact that they are an exciting, nimble, and capable team. We have found that the integrations that Cordless have been able to build for us most helpful. We are constantly trying to improve automations, and remove manual steps, and Cordless have helped us to this by improving the IVR, transcriptions, and helping us build helpful integrations with our CRM tool. How is the support: Echoing my sentiment above, the support is brilliant. If you have any issues, Cordless are quick to respond. They have taken feedback seriously, and constantly improve the service. What do we find annoying: I don't think annoying is a word I would use when describing Cordless. We have asked for even more integrations with our QA tool, as this would remove a step in the review process, but as I said before, this is feedback, and will likely be investigated and implemented. I hope this helps. I did try and send this response earlier, but it seems the G2 platform had a bug that prevented my response. Answered: Kristian Bamford on July 13, 2023 [Your answer](/discussions/looking-for-more-information-about-cordless-io-customers/comments/new?remote=true) 0 Question on: Genesys Cloud CX [What is Genesys Cloud CX used for?](/discussions/what-is-genesys-cloud-cx-used-for) What is Genesys Cloud CX used for? Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows Artificial interliigence automation, call routing, analytics, to enhance the customer experience and operational efficiency. Answered: Siddesh Deshmukh on February 1, 2025 Core Uses Omnichannel Support: It unifies customer conversations from phone calls, emails, live web chats, SMS text messages, and social media into a single desktop interface for support agents. AI & Automation: It runs AI-powered virtual assistants, voice bots, and chatbots that handle routine customer questions automatically without needing a human agent. Smart Routing: It instantly directs incoming customer inquiries to the right department or specialized employee based on the customer's history and needs.Workforce Engagement: It provides managers with tools for tracking agent performance, recording calls for quality assurance, scheduling shifts, and analyzing real-time support data. Answered: Reyna Formentera on June 24, 2026 It's a Cloud Contact Center as a service (CCaaS) hosted on AWS. \> It is used for very basic communication/chat between internal users Globally, as well as \> for running and enterprise business throughout the world, having advanced & complex automated routing and AI powered bots, Workforce Management, Reporting and other self-help functionalities. Preferred by top Enterprises due to its robustness, scalability & efficiency. Answered: Ash Ary on July 6, 2026 [See more answers (2)](javascript:void(0);) [Your answer](/discussions/what-is-genesys-cloud-cx-used-for/comments/new?remote=true) 0 Question on: ScorebuddyCX [What does Scorebuddy do?](/discussions/what-does-scorebuddy-do) What does Scorebuddy do? Level AI develops advanced AI technologies for the contact center. From automating QA, assisting agents, and unveiling strategic insights to business leaders, our state-of-the-art AI-native solutions empower the modern workforce with next-level intelligence. Answered: Vinayak Sharma on October 3, 2023 With embedded AI, Scorebuddy is a market-leading contact center quality assurance (QA) solution that boosts agent engagement, increases efficiency in operations, and unearths valuable insights. Answered: Anusha P K on June 24, 2025 Everything to make you a better agent Answered: Dwight Sosa on March 9, 2023 [See more answers (2)](javascript:void(0);) [Your answer](/discussions/what-does-scorebuddy-do/comments/new?remote=true) - ‹ Prev‹ Prev - 1 - [2](/categories/contact-center-quality-assurance/resources?discussions_page=2) - [3](/categories/contact-center-quality-assurance/resources?discussions_page=3) - [4](/categories/contact-center-quality-assurance/resources?discussions_page=4) - [5](/categories/contact-center-quality-assurance/resources?discussions_page=5) - … - [61](/categories/contact-center-quality-assurance/resources?discussions_page=61) - [62](/categories/contact-center-quality-assurance/resources?discussions_page=62) - [Next ›Next ›](/categories/contact-center-quality-assurance/resources?discussions_page=2) ## Contact Center Quality Assurance Software Reports Mid-Market Grid® Report for Contact Center Quality Assurance Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Quality Assurance Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Quality Assurance Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Quality Assurance Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Quality Assurance Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Quality Assurance Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Quality Assurance Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Quality Assurance Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Quality Assurance Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Quality Assurance Spring 2026 G2 Report: Momentum Grid® Report