Best Contact Center Quality Assurance Software for Small Business - Page 2

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

Total Products under this Category: 228

Category Stats (Nov 2026)

  • Average Rating: 4.56/5 (↑0.01 vs Oct 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: SuccessKPI (+2.37%) - Among all products in this category, SuccessKPI recorded the largest rating increase compared to last month

Last updated: November 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
  • 37,800+ Authentic Reviews
  • 228+ 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: RingEX, Hiya Connect Branded Call, CloudTalk, Salesforce Service Cloud, Talkdesk, Observe.AI, ScorebuddyCX, and Balto.

Underlying data: [Grid® JSON](https://www.g2.com/categories/contact-center-quality-assurance/grids.json?focus%5B%5D=ringex&focus%5B%5D=hiya-connect-branded-call&focus%5B%5D=cloudtalk&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=talkdesk&focus%5B%5D=observe-ai&focus%5B%5D=scorebuddycx&focus%5B%5D=balto&segment=small-business)

Qualtrics Customer Experience

Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands.

Average Rating: 4.3/5.0

Total Reviews: 728

How Do G2 Users Rate Qualtrics Customer Experience?

  • Has the product been a good partner in doing business?: 8.4/10 (Category avg: 9.3/10)
  • Evaluation: 9.1/10 (Category avg: 9.2/10)
  • Calibration: 8.8/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.7/10 (Category avg: 8.8/10)

Who Is the Company Behind Qualtrics Customer Experience?

  • Seller: Qualtrics
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Provo, UT
  • LinkedIn® Page: www.linkedin.com
    11,647 employees on LinkedIn®
  • Ownership: NASDAQ: XM

Who Uses This Product?

  • Who Uses This: Community Manager, Business Data Analyst
  • Top Industries: Information Technology and Services, Higher Education
  • Company Size: 52% Large, 36% Medium

What Do G2 Reviewers Say About Qualtrics Customer Experience?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Qualtrics Customer Experience, enjoying its flexible design features and intuitive analytics.
  • Users value the strong analytics and reporting capabilities of Qualtrics, enhancing their understanding of customer experiences.
  • Users value the flexibility and depth of Qualtrics Customer Experience for creating tailored surveys and insights.
  • Users value the powerful feedback management capabilities of Qualtrics Customer Experience, enhancing customer understanding and engagement.
  • Users value the deep insights generation of Qualtrics, enhancing customer satisfaction through robust analytics and reporting.
Cons
  • Users find the complexity of the platform overwhelming, particularly affecting new users and those needing basic functionalities.
  • Users feel that Qualtrics Customer Experience requires improvement in interface simplicity and reporting customization for better usability.
  • Users find limited customization frustrating, as it complicates the creation of tailored surveys and workflows.
  • Users find the interface not intuitive, often feeling overwhelmed and finding setup for workflows time-consuming.
  • Users find the pricing to be expensive, especially for smaller teams needing basic survey functionalities.

What Are Recent G2 Reviews of Qualtrics Customer Experience?

What Are G2 Users Discussing About Qualtrics Customer Experience?

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: 702

How Do G2 Users Rate Sprinklr Service?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.3/10)
  • 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
  • LinkedIn® Page: www.linkedin.com
    9,888 employees on LinkedIn®
  • Ownership: NYSE: CXM

Who Uses This Product?

  • Who Uses This: Social Media Manager, Community Manager
  • Top Industries: Consumer Services, Marketing and Advertising
  • Company Size: 41% Large, 31% 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 note the complexity of Sprinklr Service can hinder adoption, especially during initial setup and for smaller brands.
  • 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?

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: 9.3/10)
  • 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
  • LinkedIn® Page: www.linkedin.com
    379 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 real-time call intelligence of Invoca, enhancing customer interactions and optimizing marketing strategies effectively.
  • Users appreciate the ease of use of Invoca, enabling effective call tracking and insightful customer interactions.
  • Users value the powerful analytics capabilities of Invoca, unlocking actionable insights for informed decision-making and optimized spending.
  • Users highlight the exceptional customer support from Invoca, with knowledgeable staff and dedicated account managers enhancing their experience.
  • Users appreciate the attribution accuracy of Invoca, effectively linking marketing efforts to customer conversations and sales insights.
Cons
  • Users find a steep learning curve for implementation and integration with Invoca, complicating the onboarding process.
  • Users note missing features in Invoca, including the inability to mass-rename phone labels and limited transcript options.
  • Users express concerns about call issues, particularly around privacy, support, and the time-consuming monitoring process.
  • Users find reporting setup and user interface complex, hampering efficiency and making it challenging to customize dashboards.
  • Users find the complex setup of AI Signals time-consuming and challenging, despite excellent support from the Invoca team.

What Are Recent G2 Reviews of Invoca?

What Are G2 Users Discussing About Invoca?

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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: 9.3/10)
  • 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
  • LinkedIn® Page: www.linkedin.com
    14,296 employees on LinkedIn®
  • Ownership: NASDAQ: NICE
  • Total Revenue (USD mm): $1,583

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 ease of use of NICE CXone, allowing efficient management of schedules and performance tracking.
  • Users value the enhanced analytics and customizable dashboard of NICE CXone for improved visibility and performance tracking.
  • Users value the efficient performance tracking of NICE CXone, enhancing customer interaction management and productivity.
  • Users find NICE CXone very helpful for managing schedules and enhancing visibility into performance and customer interactions.
  • Users appreciate the intuitive interface of NICE CXone, enabling efficient management of customer interactions and workflows.
Cons
  • Users face call issues with NICE CXone, including dropped calls, agent status problems, and lag in scripts.
  • Users often face technical issues with NICE CXone, including glitches and lack of support during critical operations.
  • Users find the learning curve steep due to unclear documentation and complex processes impacting overall usability.
  • Users express concerns over missing features like customizable dashboards and meaningful support options in NICE CXone.
  • Users experience poor customer support with insufficient help options and challenges contacting service departments directly.

What Are Recent G2 Reviews of NICE CXone?

What Are G2 Users Discussing About NICE CXone?

CallMiner Eureka

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, CallMiner delivers the most comprehensive platform for capturing and analyzing 100% of omnichannel customer interactions — from voice to text — to transform how organizations understand and act on customer insights. This deep intelligence empowers improvements in agent performance, operational efficiency, and CX enterprise-wide, while also enabling automation and faster, data-driven decisions. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. With these insights, organizations can also better understand what to automate and identify areas of opportunity and improvement in automation workflows. CallMiner’s AI-powered conversation intelligence and CX automation platform empowers organizations to: • Collect structured and unstructured data from 100% of customer interactions • Use AI and ML to uncover intelligence and insights, such as customer sentiment or satisfaction • Leverage intelligence to make informed decisions around agent training and augmentation, automation, business decisions, and more • Embrace automation through virtual agents and customer engagement initiatives • Continually monitor customer interactions (both with humans and AI automation) to make improvements CallMiner’s product suite covers four areas: • Capture: Through recording, screen recording, and redaction capabilities, organizations can capture all of their customer interactions and ingest them into the CallMiner platform • Intelligence: With advanced AI capabilities, including an agentic AI framework, organizations are able to uncover trends and opportunities across omnichannel customer insights at scale • Augmentation: Agent performance and real-time agent guidance capabilities help organizations improve coaching and training initiatives, as well as support agents in real time during interactions • Automation: Voice-first virtual agents help organizations automate inbound and outbound customer service efforts, improving efficiency; the industry's first AI-powered customer engagement tool helps organizations more effectively interact and gain feedback from customers through surveys, forms, and more. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality.

Average Rating: 4.5/5.0

Total Reviews: 227

How Do G2 Users Rate CallMiner Eureka?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.3/10)
  • Evaluation: 8.9/10 (Category avg: 9.2/10)
  • Calibration: 8.5/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.0/10 (Category avg: 8.8/10)

Who Is the Company Behind CallMiner Eureka?

  • Seller: CallMiner
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Waltham, MA
  • LinkedIn® Page: www.linkedin.com
    324 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Speech Analyst, Business Analyst
  • Top Industries: Financial Services, Insurance
  • Company Size: 47% Medium, 39% Large

What Do G2 Reviewers Say About CallMiner Eureka?

AI-generated summary from verified user reviews

Pros
  • Users commend CallMiner Eureka for its transformative innovation, enhancing QA automation and operational intelligence significantly.
  • Users find CallMiner Eureka's ease of use remarkable, enhancing workflow automation and simplifying analytics with seamless integrations.
  • Users appreciate the transformative insights of CallMiner Eureka, enabling actionable intelligence from every customer interaction.
  • Users value the transformative insights provided by CallMiner Eureka, enhancing customer experience and operational efficiency.
  • Users value the transformative insights CallMiner Eureka provides from customer interactions, enhancing experience and operational efficiency.
Cons
  • Users experience a steep learning curve with CallMiner Eureka, requiring significant time and resources for effective use.
  • Users find the missing features in CallMiner Eureka hinder their efficiency and limit functionality.
  • Users face a steep learning curve with CallMiner Eureka, requiring significant time and effort for effective adoption.
  • Users face a difficult setup with CallMiner Eureka, requiring considerable time and effort for effective utilization.
  • Users note the steep learning curve with CallMiner Eureka, requiring significant time and effort to master the platform.

What Are Recent G2 Reviews of CallMiner Eureka?

What Are G2 Users Discussing About CallMiner Eureka?

Medallia Agent Connect

Stella Connect by Medallia is the first platform that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Gain Visibility into Performance: Whether your service center is remote, co-located, operated internally, or you work with BPOs, 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 opportunities for in-the-moment coaching. Engage and Motivate Your Team, No Matter Where They Sit: It’s undeniable that employee engagement drives performance. Stella Connect helps you better understand what motivates your top performing agents and optimize the agent experience. Also, agents get direct access to their real-time customer feedback, which motivates them to bring their “A” game to every customer interaction. Drive Efficiency and Improvement: Stella Connect helps drive efficiency and performance improvements for your front-line team. Stella Connect connects customer feedback to coaching and QA in one easy-to-use platform. This allows teams to eliminate point solutions, and reduces the time and effort traditionally required to coach and manage a team of agents.

Average Rating: 4.6/5.0

Total Reviews: 265

How Do G2 Users Rate Medallia Agent Connect?

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

Who Is the Company Behind Medallia Agent Connect?

  • Seller: Medallia
  • Year Founded: 2001
  • HQ Location: San Francisco, CA
  • LinkedIn® Page: www.linkedin.com
    2,765 employees on LinkedIn®
  • Phone: 650-321-3000

Who Uses This Product?

  • Who Uses This: Customer Advocate, Customer Champion
  • Top Industries: Retail, Consumer Services
  • Company Size: 54% Medium, 38% Small

What Do G2 Reviewers Say About Medallia Agent Connect?

AI-generated summary from verified user reviews

Cons
  • Users express frustration over expensive auto-renewals and lack of communication regarding contract adjustments with Medallia Agent Connect.
  • Users express frustration over expensive features and lack of communication regarding pricing and contract adjustments.
  • Users express disappointment with auto-renewal processes and lack of communication regarding price increases and account management.
  • Users express frustration over poor customer support, experiencing unnotified renewals and lack of assistance for account adjustments.
  • Users experience poor management at Medallia, feeling neglected and frustrated by uncommunicative renewal processes.

What Are Recent G2 Reviews of Medallia Agent Connect?

Calabrio ONE

Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes. The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model. Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement.

Average Rating: 4.4/5.0

Total Reviews: 437

How Do G2 Users Rate Calabrio ONE?

  • Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.3/10)
  • Evaluation: 9.2/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Calabrio ONE?

  • Seller: Verint
  • Company Website:
  • Year Founded: 1994
  • HQ Location: Melville, New York
  • LinkedIn® Page: www.linkedin.com
    4,316 employees on LinkedIn®
  • Ownership: Thoma Bravo

Who Uses This Product?

  • Who Uses This: Risk Investigator, Customer Service Representative
  • Top Industries: Consumer Services, Hospital & Health Care
  • Company Size: 53% Medium, 35% Large

What Do G2 Reviewers Say About Calabrio ONE?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Calabrio ONE, allowing seamless access to schedules and leave management.
  • Users appreciate the all-in-one platform of Calabrio ONE, enhancing efficiency in workforce management and performance insights.
  • Users praise Calabrio ONE for its efficiency in streamlining processes, improving performance monitoring, and enhancing workforce management.
  • Users appreciate the efficient scheduling features of Calabrio ONE, enabling easy leave requests and shift management.
  • Users commend Calabrio ONE for its exceptional customer support, with helpful staff ensuring a smooth setup process.
Cons
  • Users note the missing features like accurate leave balances and more detailed reports, impacting effectiveness.
  • Users struggle with poor reporting tools in Calabrio ONE, finding them overly complex and not user-friendly.
  • Users struggle with inadequate reporting in Calabrio ONE, finding it overly complex and not user-friendly for their needs.
  • Users find Calabrio ONE's interface not intuitive, complicating report generation and leading to confusion with features.
  • Users express frustration over inaccurate data analysis, leading to repeated reporting and insufficient insights from Calabrio ONE.

What Are Recent G2 Reviews of Calabrio ONE?

What Are G2 Users Discussing About Calabrio ONE?

Puzzel CX Platform

Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: * Unifying Processes * Centralising Data * Automating Routine Tasks * Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: * Omnichannel Cloud Contact Centre * Conversational Intelligence to analyse customer interactions and uncover actionable insights * Virtual Agents across - Chat - Email - Voice * Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: * Manual Admin * Improve First-Contact Resolution * Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day.

Average Rating: 4.5/5.0

Total Reviews: 168

How Do G2 Users Rate Puzzel CX Platform?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.3/10)
  • Evaluation: 9.0/10 (Category avg: 9.2/10)
  • Calibration: 8.5/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.3/10 (Category avg: 8.8/10)

Who Is the Company Behind Puzzel CX Platform?

  • Seller: Puzzel
  • Company Website:
  • HQ Location: Alna District, Oslo
  • LinkedIn® Page: www.linkedin.com
    344 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Telecommunications, Oil & Energy
  • Company Size: 51% Medium, 24% Small

What Do G2 Reviewers Say About Puzzel CX Platform?

AI-generated summary from verified user reviews

Pros
  • Users praise the ease of use of Puzzel CX Platform, finding it simple to navigate and configure.
  • Users value the helpful support from Puzzel's solution architect, enhancing setup and user experience significantly.
  • Users value the reliable customer support from Puzzel, facilitating easy setup and effective resource management.
  • Users value the efficiency of Puzzel CX Platform, which simplifies call management and enhances performance monitoring effortlessly.
  • Users find the user interface intuitive, enhancing their operational experience and facilitating effective team collaboration.
Cons
  • Users desire more customization options and control over features in the Puzzel CX Platform for improved performance.
  • Users seek greater customization options in Puzzel CX Platform for access numbers and reporting capabilities.
  • Users find the complexity of Puzzel CX Platform challenging, especially during initial setup and admin configuration.
  • Users find the learning curve steep for the Puzzel CX Platform, making initial setup and customization challenging.
  • Users express frustration with the limited reporting customization in Puzzel CX Platform, hindering tailored insights for their teams.

What Are Recent G2 Reviews of Puzzel CX Platform?

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: 9.3/10)
  • 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
  • LinkedIn® Page: www.linkedin.com
    41 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 find Playvox Quality Management incredibly easy to use, streamlining evaluations and enhancing feedback customization effortlessly.
  • Users value the helpful coaching and feedback workflows of Playvox, enhancing their quality assurance processes effectively.
  • Users value the efficiency of Playvox Quality Management, enhancing customer support through a streamlined and transparent QA process.
  • Users value the ease of use of Playvox, enhancing the tracking of team performance and customer support quality.
  • Users value the customizable QA scorecards in Playvox, enhancing clarity and collaboration during performance evaluations.
Cons
  • Users find the limited customization options of Playvox Quality Management restrict their ability to personalize the platform effectively.
  • Users find the missing features in Playvox, such as limited dispute raising and lack of customization, frustrating.
  • Users find poor reporting features in Playvox Quality Management limit flexibility and require time to master.
  • Users experience slow loading times on Playvox Quality Management, which can delay access to evaluations and logs.
  • Users experience update issues that disrupt KPI visibility and affect overall functionality during system downtime.

What Are Recent G2 Reviews of Playvox Quality Management?

What Are G2 Users Discussing About Playvox Quality Management?

DialedIn

DialedIn is a powerful and easy-to-use contact center software designed to give you the flexibility to run smarter, more effective campaigns. Rated #1 for Quality of Support, Ease of Admin, Performance Evaluation, Call Monitoring and Whisper Coaching. With multiple dialing modes, you can optimize each campaign for speed, regulatory alignment, or agent experience. DialedIn makes it easy to shift strategies across teams and adjust in real time - without changing systems. That level of flexibility keeps your contact center agile and your campaigns performing at their peak. ✔️ Eliminate SCAM/SPAM Likely tags with our patented CleanCallerID™ technology ✔️ Seamless integration with thousands of third-party tools ✔️ Exceptional US-based customer and technical support ✔️Intelligent Call Routing: Efficiently directs calls to the most suitable agent, maximizing customer satisfaction and optimizing agent workload. ✔️Customizable Tools: Adapts to your specific operational needs, ensuring that the technology works for you, not the other way around. ✔️Automated Processes: DialedIn simplifies workflow through automation, reducing manual tasks and allowing teams to focus on high-value activities. ✔️Scalability: Whether for small businesses or large enterprises, DialedIn's flexible architecture allows for seamless scalability, accommodating growing business needs without compromise. ✔️Data Security: Adhering to the highest security standards, DialedIn ensures that customer and company data are protected at all times.

Average Rating: 4.7/5.0

Total Reviews: 287

How Do G2 Users Rate DialedIn?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.3/10)
  • Evaluation: 9.0/10 (Category avg: 9.2/10)
  • Calibration: 9.6/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.4/10 (Category avg: 8.8/10)

Who Is the Company Behind DialedIn?

  • Seller: ChaseData
  • Company Website:
  • Year Founded: 1996
  • HQ Location: Plantation, Florida
  • LinkedIn® Page: www.linkedin.com
    40 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Sales, Insurance Agent
  • Top Industries: Insurance, Telecommunications
  • Company Size: 48% Small, 40% Medium

What Do G2 Reviewers Say About DialedIn?

AI-generated summary from verified user reviews

Pros
  • Users love the ease of use of DialedIn, simplifying tasks and enhancing productivity with its user-friendly design.
  • Users value the efficiency of DialedIn, as it delivers immediate access to customer data, streamlining their tasks.
  • Users highly value the increased motivation DialedIn brings to teams, enhancing engagement and productivity during outbound calls.
  • Users love the auto-dialing and quick connect features of DialedIn, significantly boosting their call efficiency.
  • Users appreciate the time-saving capabilities of DialedIn, enhancing efficiency and reducing manual entry errors significantly.
Cons
  • Users experience call issues such as delays, dropped calls, and difficulties locating voicemails, impacting their communication flow.
  • Users face dialer issues like call delays and drop-offs that hinder the overall experience despite efficiency improvements.
  • Users report slow performance with DialedIn, causing frustrating delays and disrupting workflow during busy periods.
  • Users express frustration with the missing features of DialedIn, impacting flexibility and efficiency in their workflows.
  • Users often experience slow loading times in DialedIn, which disrupts workflow and causes delays during busy periods.

What Are Recent G2 Reviews of DialedIn?

What Are G2 Users Discussing About DialedIn?

MaestroQA

MaestroQA is an AI-powered conversation analytics platform that helps leaders uncover insights and scale quality across calls, chats, emails, bots, surveys, and more. "We started as a Contact Center QA company that powers human-QA workflows in 2017. The arrival of LLMs transformed the potential to turn the conversation data in our platform into structured data. As a result, CEOs and their leadership teams' eyes opened to the potential for insights from conversation data to drive strategic priorities. This opened the window of not only helping QA teams analyze conversations but also every person in a company. It required our product to transform from a workflow solution to a data platform - and our experience working with 500+ Quality Teams, their tech stacks, and their use cases was mission-critical to how we designed our platform to work for small and large teams - and folks both within and outside the Contact Center. We are building the #1 place to analyze conversation data." -Vasu Prathipati, CEO at Maestro

Average Rating: 4.8/5.0

Total Reviews: 312

How Do G2 Users Rate MaestroQA?

  • Has the product been a good partner in doing business?: 9.6/10 (Category avg: 9.3/10)
  • Evaluation: 9.5/10 (Category avg: 9.2/10)
  • Calibration: 9.5/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.3/10 (Category avg: 8.8/10)

Who Is the Company Behind MaestroQA?

Who Uses This Product?

  • Who Uses This: Quality Analyst, Teammate
  • Top Industries: Consumer Services, Computer Software
  • Company Size: 54% Medium, 29% Large

What Do G2 Reviewers Say About MaestroQA?

AI-generated summary from verified user reviews

Pros
  • Users highlight the intuitive ease of use of MaestroQA, making it accessible and efficient for all team members.
  • Users value the effective scoring system of MaestroQA, enhancing structured evaluations and actionable feedback for agents.
  • Users value the coaching approach of MaestroQA, transforming quality reviews into effective performance improvement opportunities.
  • Users value the coaching support of MaestroQA for transforming reviews into effective agent development opportunities.
  • Users appreciate the transformative coaching approach of MaestroQA, enhancing agent development through actionable insights.
Cons
  • Users experience usability issues with MaestroQA due to performance lags and a steep learning curve for newcomers.
  • Users feel that missing features like better soft assertions and video tutorials limit MaestroQA's potential.
  • Users find the complexity of implementation in MaestroQA can be challenging and requires careful navigation of features.
  • Users find the steep learning curve of MaestroQA challenging, requiring time and technical skills for effective use.
  • Users experience integration issues with MaestroQA, highlighting cumbersome admin settings and a complex implementation process.

What Are Recent G2 Reviews of MaestroQA?

What Are G2 Users Discussing About MaestroQA?

Mihup

Mihup Interaction Analytics analyses 100% of customer conversations, uncovering their voice while revealing sales, service, and renewal opportunities for contact center teams to capitalise on. Its AI comes pre-trained on domain-specific contact centre context for faster, effective insights. The product evaluates every conversation against audit parameters and flags compliance breaches immediately. It also tracks agent effectiveness helping them level up with comprehensive coaching capabilities. What’s also important is Mihup Interaction Analytics’ ability to recommend approaches to close sales, enhance service delivery, and optimise processes, thanks to a fine-tuned Generative AI model. The flexible underpinning of the platform allows it to quickly introduce features expected in rapidly evolving industries like BFSI, fintech, e-commerce, and travel tech. With end-to-end automation offered out-of-the-box, Mihup Interaction Analytics accelerates insights, quality audit efficiency, and agent performance improvement. In addition, it delivers next best approaches and unified customer context. Get an enterprise-ready solution with customisable insights and dashboards. We help you go live in weeks, not months.

Average Rating: 4.7/5.0

Total Reviews: 67

How Do G2 Users Rate Mihup?

  • Has the product been a good partner in doing business?: 9.2/10 (Category avg: 9.3/10)
  • Evaluation: 9.5/10 (Category avg: 9.2/10)
  • Calibration: 9.2/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.2/10 (Category avg: 8.8/10)

Who Is the Company Behind Mihup?

Who Uses This Product?

  • Who Uses This: Quality Analyst
  • Top Industries: Financial Services, Consumer Services
  • Company Size: 59% Medium, 25% Small

What Do G2 Reviewers Say About Mihup?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the accuracy of Mihup, enhancing understanding and improving decision-making for better service quality.
  • Users appreciate the ease of use of Mihup, enjoying its intuitive dashboard and seamless integration with existing systems.
  • Users value the emotion detection and conversation analysis features of Mihup, enhancing customer understanding and service quality.
  • Users appreciate Mihup for its emotion detection and topic analysis, enhancing customer understanding and decision-making efficiency.
  • Users value Mihup for its accurate call recording and insightful analysis, enhancing customer interactions and operational efficiency.
Cons
  • Users note user interface issues, citing slow responsiveness and a steep learning curve for advanced features.
  • Users note that Mihup requires improvement in recognition and UI responsiveness to enhance overall experience and efficiency.
  • Users find the poor UI design of Mihup challenging, making feature navigation and onboarding difficult.
  • Users report accuracy issues with Mihup, needing improvements for better performance and user-friendly dashboards.
  • Users find the dashboard issues of Mihup frustrating, with its cluttered layout and slow UI responsiveness hindering usability.

What Are Recent G2 Reviews of Mihup?

Aloware

Aloware is an AI-powered contact center platform specifically designed for sales and support teams that operate within a Customer Relationship Management (CRM) system. By integrating calling, SMS, AI voice agents, a power dialer, and automation into a single platform, Aloware enhances productivity for teams using popular CRMs like HubSpot, Salesforce, Pipedrive, Zoho, and GoHighLevel. This comprehensive solution allows representatives to focus on selling rather than getting bogged down with administrative tasks like logging calls or chasing missed leads. Targeting a diverse range of industries, Aloware is utilized by over 1,000 teams across sectors such as SaaS, real estate, insurance, financial services, staffing, solar, home services, and legal. The platform is particularly beneficial for teams with 10 to 500 seats, especially those transitioning from basic calling solutions like Kixie, Aircall, JustCall, Dialpad, and RingCentral. These teams often seek a more robust system that combines AI capabilities, CRM depth, and compliance features, which Aloware provides seamlessly. What sets Aloware apart from its competitors is its unique "pickup stack." This includes features like NumberGuard, which monitors caller ID reputation in real-time; Branded Calling, which displays the company name and logo on the recipient's screen; and Local Presence, which automatically matches area codes. While many competitors may offer one of these features, Aloware integrates all three, enhancing the chances of successful connections. Additionally, Aloware's native CRM intelligence ensures that every interaction—be it a call, text, or voicemail—is automatically logged to the appropriate contact, deal, and pipeline stage, significantly reducing the time reps spend on CRM administration. Aloware also leverages AI throughout the entire sales cycle. The platform includes AI Voice Agents that can manage inbound qualification and booking around the clock, while the AloAi Text Bot qualifies leads via SMS. The Power Dialer efficiently sequences through CRM lists, and AI Call Summaries, sentiment analysis, and trending topics are automatically recorded and integrated back into the CRM after each conversation. This eliminates the need for separate AI vendors or additional engineering resources, streamlining the entire process. Compliance is another critical aspect of Aloware's offering. The platform manages A2P 10DLC registration, is SOC 2 certified, and includes features like PII redaction in transcripts and Do Not Contact (DNC) management, ensuring that compliance challenges that often hinder deployments with other vendors are effectively handled. With pricing starting at $30 per agent per month, Aloware provides a scalable solution for teams looking to enhance their sales and support capabilities while maintaining compliance and efficiency.

Average Rating: 4.1/5.0

Total Reviews: 818

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How Do G2 Users Rate Aloware?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 9.3/10)
  • Evaluation: 8.2/10 (Category avg: 9.2/10)
  • Calibration: 8.4/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.4/10 (Category avg: 8.8/10)

Who Is the Company Behind Aloware?

  • Seller: Aloware
  • Company Website:
  • Year Founded: 2017
  • HQ Location: Los Angeles, California
  • LinkedIn® Page: www.linkedin.com
    95 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Account Executive, National Account Executive
  • Top Industries: Computer Software, Marketing and Advertising
  • Company Size: 51% Small, 48% Medium

What Do G2 Reviewers Say About Aloware?

AI-generated summary from verified user reviews

Pros
  • Users love the ease of use of Aloware, enjoying its intuitive UI and seamless communication features.
  • Users value the ease of communication with Aloware, enhancing customer interactions and team efficiency effortlessly.
  • Users appreciate the intuitive and user-friendly interface of Aloware, enhancing their daily communication experience.
  • Users love the seamless HubSpot integration of Aloware, enhancing their communication capabilities across departments.
  • Users find Aloware to be a time-saving solution, effortlessly combining calls, texts, and contact management in one app.
Cons
  • Users face call issues with Aloware, like missed calls and unresponsive outbound calls, complicating communication.
  • Users face slow performance issues with Aloware, including system freezes and slow loading times that hinder reliability.
  • Users face slow loading and system freezes, negatively impacting performance and making the app unreliable on multiple platforms.
  • Users report encountering software glitches with Aloware, including system freezes and crashes that disrupt usage.
  • Users report software bugs causing system freezes and app crashes, impacting overall reliability and user experience.

What Are Recent G2 Reviews of Aloware?

What Are G2 Users Discussing About Aloware?

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: 321

How Do G2 Users Rate Zendesk Contact Center?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.3/10)
  • 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
  • LinkedIn® Page: www.linkedin.com
    7,537 employees on LinkedIn®
  • Ownership: NYSE: ZEN

Who Uses This Product?

  • Who Uses This: Team Lead
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 57% Medium, 29% Small

What Do G2 Reviewers Say About Zendesk Contact Center?

AI-generated summary from verified user reviews

Pros
  • Users value the intuitive design of Zendesk Contact Center, making it easy for support teams to manage interactions.
  • Users value the efficiency of Zendesk's unified communication, which streamlines support across various channels effectively.
  • Users appreciate the visibility Zendesk Contact Center provides, enhancing workflow management and team responsiveness significantly.
  • Users value the unified omnichannel support of Zendesk Contact Center, streamlining communication and enhancing responsiveness for better service.
  • Users value the exceptional customer support from Zendesk, with 24/7 assistance and extensive resources for troubleshooting.
Cons
  • Users face a inefficient workflow in Zendesk Contact Center, complicating tasks and escalating the learning curve.
  • Users face workflow disruption due to complexity and inconsistency, impacting efficiency and increasing the learning curve.
  • Users experience inefficiency due to inconsistent workflows and complex performance tracking that slows down daily operations.
  • Users express frustration over missing notification features for tickets and interactions, impacting workflow efficiency.
  • Users find the process complexity of Zendesk Contact Center challenging, impacting usability and requiring significant effort for management.

What Are Recent G2 Reviews of Zendesk Contact Center?

What Are G2 Users Discussing About Zendesk Contact Center?

Enthu.ai

Enthu.AI is a speech analytics software designed to help consumer brands improve agent performance and customer satisfaction. It specializes in call center quality assurance (QA) and management, monitoring agent calls to assess performance, identify coaching opportunities, and enhance overall service quality. The platform is primarily aimed at call center managers, directors of operations, sales leaders, CXOs, and quality management teams. Enthu.AI automates call auditing and provides actionable insights, helping organizations streamline their QA processes. This leads to higher productivity, better customer experiences, and ultimately, improved revenue. For More Visit: https://enthu.ai/ https://www.youtube.com/@enthu_ai https://www.linkedin.com/company/enthuai

Average Rating: 4.9/5.0

Total Reviews: 42

How Do G2 Users Rate Enthu.ai?

  • Has the product been a good partner in doing business?: 10.0/10 (Category avg: 9.3/10)
  • Evaluation: 9.6/10 (Category avg: 9.2/10)
  • Calibration: 8.9/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.1/10 (Category avg: 8.8/10)

Who Is the Company Behind Enthu.ai?

Who Uses This Product?

  • Top Industries: Computer Software, Marketing and Advertising
  • Company Size: 52% Small, 48% Medium

What Do G2 Reviewers Say About Enthu.ai?

AI-generated summary from verified user reviews

Pros
  • Users commend the accuracy of Enthu.ai, enhancing operational efficiency and improving insights into customer interactions.
  • Users applaud the efficient voice-to-text conversion of Enthu.ai, which significantly enhances workflow and customer insights.
  • Users find AI capabilities of Enthu.ai transformative, enabling efficient call processing and enhanced insights into customer interactions.
  • Users value the excellent call quality of Enthu.ai, enhancing customer interactions and streamlining operational workflows.
  • Users value the data management capabilities of Enthu.ai, enhancing call processing and insights into conversations.
Cons
  • Users face limitations with manual call uploads that hinder the efficient processing of AI logic in Enthu.ai.
  • Users face challenges with the manual call upload process, which limits efficiency and affects AI functionality.
  • Users face call limitations due to the manual upload process, affecting AI logic efficiency.
  • Users face language limitations with Enthu.ai due to the fixed number of manual call uploads required for processing.

What Are Recent G2 Reviews of Enthu.ai?

What Are G2 Users Discussing About Enthu.ai?

Inia Debnath
ID
Researched and written by Inia Debnath
Updated