# Best Contact Center Quality Assurance Software - Page 5

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

**Total Products under this Category:** 168

### Category Stats (Aug 2026)

- **Average Rating:** 4.53/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** EdgeTier (+1.49%) - Among all products in this category, EdgeTier recorded the largest rating increase compared to last month

_Last updated: August 05, 2026_

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

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

- 30 Analysts and Data Experts
- 35,400+ Authentic Reviews
- 168+ Products
- Unbiased Rankings

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

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

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

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

**Sponsored**

### SuccessKPI

An AI-powered operating system for high-performing contact centers that delivers insights, action and automation. Complete BI reporting, AI-powered Quality Management, WFM, speech and text analytics, agent automation, and more. - Unified visibility and control: See what’s happening across channels, teams, systems, and workflows in one place, so nothing important is hidden and nothing critical is left unmanaged. - Insight that leads directly to action: Move beyond dashboards and reports to insights that tell you what to do next, who should do it, and where to focus to improve outcomes. - Tools to improve people and processes at scale: Identify coaching opportunities, process breakdowns, and automation candidates across thousands of agents without adding manual effort. - Built for enterprise complexity and regulation: Designed to work inside large, regulated environments with the security, governance, and flexibility enterprise teams require. Rather than monitoring 3-5% of sampled calls, SuccessKPI allows you to monitor 100% of customer contacts allowing companies to catch problems, identify upsell opportunities, and reduce agent churn. Our customers report an average of 10% improvement in NPS. Business Intelligence: Unify CX & EX data across every channel and tool into a single, secure foundation. Measure and improve your customer experience with BI for contact centers. Speech and Text Analytics: Surface real-time insights, anomalies, and signals from every customer interaction with AI-powered speech, text and sentiment analysis. Real-Time Agent & Supervisor Assist: Deliver next-best actions and guidance to agents, and empower supervisors with powerful real-time capabilities. Quality Monitoring: Save time, improve agent performance, and mitigate compliance risks by modernizing your quality management. Supercharge your experience with AI-powered evaluations and scoring. Workforce Management: Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor. Playbook Builder: Bring powerful AI to life in the most flexible and robust action platform available for contact centers. Put insights to action instantly and achieve better outcomes. Last-Mile Connectivity: Detect, act, and automate resolution of last-mile connectivity issues before they escalate. Keep a pulse on tech problems that plague remote agents such as desktop, network, and headset issues that create bad CX from what should have been successful interactions.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1989&secure%5Bchosen_at%5D=2026-08-08T09%3A16%3A09Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=126944&secure%5Bresource_id%5D=1989&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-quality-assurance%3Fpage%3D5&secure%5Btoken%5D=51adbb9785395835c9316244b2b5c178049f99f9a352382b0f895b4371873d73&secure%5Burl%5D=https%3A%2F%2Fsuccesskpi.com%2Fsolutions&secure%5Burl_type%5D=paid_promos)

### [Cross-CX](https://www.g2.com/products/cross-cx/reviews)

Quality monitoring software on all channels Speech analytics and customer and agents sentiment analysis Datavisualisation APIs and connectors to your customer engagement tools

**Average Rating:** 4.5/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate Cross-CX?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Cross-CX?

- **Seller:** [CUSTOMER SQUARE](https://www.g2.com/sellers/customer-square)
- **Year Founded:** 2008
- **HQ Location:** Paris, France
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f73d9cffe0c38a2f894b92fa696031a37feea19d502ee6d99a401213a1717bcf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcustomer-square%2F&secure%5Burl_type%5D=linkedin_company_website)  
9 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Medium, 30% Small

#### What Are Recent G2 Reviews of Cross-CX?

**["Management made easy!"](https://www.g2.com/survey_responses/cross-cx-review-8289735)**

**Rating:** 4.0/5.0 stars

_— Shreya R._

[Read full review](https://www.g2.com/survey_responses/cross-cx-review-8289735)

**["Best Application for Customer Relationship"](https://www.g2.com/survey_responses/cross-cx-review-8390527)**

**Rating:** 5.0/5.0 stars

_— anvesh k._

[Read full review](https://www.g2.com/survey_responses/cross-cx-review-8390527)

#### What Are G2 Users Discussing About Cross-CX?

- [What is Cross-CRM used for?](https://www.g2.com/discussions/what-is-cross-crm-used-for)

### [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews)

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

**Average Rating:** 4.1/5.0

**Total Reviews:** 244

#### How Do G2 Users Rate 8x8 Contact Center?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10)
- **Evaluation:** 10.0/10 (Category avg: 9.1/10)
- **Calibration:** 8.3/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 5.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind 8x8 Contact Center?

- **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0)
- **Company Website:** www.8x8.com
- **Year Founded:** 1987
- **HQ Location:** San Jose, CA
- **Twitter:** @8x8  
11,056 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0ad9a93cacd01ca25a8bf61de42bc3a51636c76960fa572fb09f3088a46570d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F8x8&secure%5Burl_type%5D=linkedin_company_website)  
2,811 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Operations Manager
- **Top Industries:** Financial Services, Information Technology and Services
- **Company Size:** 54% Medium, 36% Small

#### What Do G2 Reviewers Say About 8x8 Contact Center?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use and implementation** of 8x8 Contact Center, enhancing operational efficiency and communication.
- Users commend the **helpful customer support** of 8x8 Contact Center, ensuring quick assistance and satisfaction.
- Users value the **responsive customer support** of 8x8 Contact Center, appreciating their quick and helpful assistance.
- Users value the **omnichannel support** and analytics of 8x8 Contact Center, enhancing customer interaction and service efficiency.
- Users value the **efficiency** of 8x8 Contact Center, enhancing customer service and operational scalability seamlessly.

##### Cons

- Users find the **missing features** of 8x8 Contact Center limiting, hindering effective administration and user experience.
- Users express frustration with **poor customer support** , highlighting unhelpful chatbots and lack of effective administration.
- Users find the **call management process cumbersome** , struggling with multiple platforms and complex settings.
- Users find the **complexity** of the 8x8 Contact Center settings frustrating, impacting usability and admin efficiency.
- Users express frustration over **integration issues** with Zoho ERP and other call center services, complicating their experience.

#### What Are Recent G2 Reviews of 8x8 Contact Center?

**["Feature-Rich, Easy-to-Use Contact Center with Streamlined Onboarding and CRM Integration"](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758)**

**Rating:** 5.0/5.0 stars

_— William N._

[Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758)

**["Efficient Service with Personable Support, AI Needs Improvement"](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)**

**Rating:** 4.0/5.0 stars

_— Sam C._

[Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)

#### What Are G2 Users Discussing About 8x8 Contact Center?

- [What is 8x8 Contact Center used for?](https://www.g2.com/discussions/what-is-8x8-contact-center-used-for)

### [ipSCAPE](https://www.g2.com/products/ipscape/reviews)

IPscape empowers organisations to build customer moments that enhance trust, loyalty and engagement​. We provide AI-powered contact centre and communication technology that creates seamless omnichannel customer experiences across Voice, Email, Web Chat and emerging channels.  We empower organisations to orchestrate customer journeys that delight their customers to better serve, understand, and respond to their needs in the AI-era. Easily extend the SCAPE platform to meet your unique business requirements by leveraging API’s and integrations to achieve interoperability with a range of internal systems including your CRM, Business Intelligence, and Workforce Management tools.

**Average Rating:** 4.8/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate ipSCAPE?

- **Evaluation:** 10.0/10 (Category avg: 9.1/10)
- **Calibration:** 10.0/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 10.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind ipSCAPE?

- **Seller:** [IPscape](https://www.g2.com/sellers/ipscape)
- **Year Founded:** 2005
- **HQ Location:** North Sydney, NSW
- **Twitter:** @IPscape  
435 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=36d4a916fccf14ac3b6a18c563b5b7ff460252305aaf01b44e9145674a34145d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fipscape%2F&secure%5Burl_type%5D=linkedin_company_website)  
41 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Consumer Services, Financial Services
- **Company Size:** 79% Small, 18% Medium

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

**["Accurate"](https://www.g2.com/survey_responses/ipscape-review-8247991)**

**Rating:** 5.0/5.0 stars

_— Jhona H._

[Read full review](https://www.g2.com/survey_responses/ipscape-review-8247991)

**["GOOD"](https://www.g2.com/survey_responses/ipscape-review-8223809)**

**Rating:** 5.0/5.0 stars

_— Marilyn B._

[Read full review](https://www.g2.com/survey_responses/ipscape-review-8223809)

### [Calibre](https://www.g2.com/products/calibre/reviews)

HigherGround’s Calibre product suite offers a unified call recording, agent evaluation, and reporting solution for multi-source contact centers.

**Average Rating:** 4.4/5.0

**Total Reviews:** 8

#### How Do G2 Users Rate Calibre?

- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 10.0/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 10.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Calibre?

- **Seller:** [HigherGround](https://www.g2.com/sellers/higherground)
- **Year Founded:** 1973
- **HQ Location:** Canoga Park, CA
- **Twitter:** @highergroundinc  
347 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e67839efd8c1f272a29b98aad6663fa094243d74813eca784a68b239692c56d9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F74560&secure%5Burl_type%5D=linkedin_company_website)  
72 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 25% Medium

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

**["excellent and useful text format converter"](https://www.g2.com/survey_responses/calibre-review-7747228)**

**Rating:** 5.0/5.0 stars

_— Pablo G._

[Read full review](https://www.g2.com/survey_responses/calibre-review-7747228)

**["Takes care of the quality assurance for you"](https://www.g2.com/survey_responses/calibre-review-9601317)**

**Rating:** 4.5/5.0 stars

_— Vivi B._

[Read full review](https://www.g2.com/survey_responses/calibre-review-9601317)

#### What Are G2 Users Discussing About Calibre?

- [What is Calibre used for?](https://www.g2.com/discussions/what-is-calibre-used-for)

### [CallCoach](https://www.g2.com/products/callcoach/reviews)

CallCoach is a sophisticated software solution designed to enhance the performance of sales and service teams by providing comprehensive visibility into customer conversations. This innovative platform addresses the common challenge of unmonitored interactions, transforming the 98% of conversations that typically go unreviewed into actionable insights. By leveraging advanced large language models and voice analysis technology, CallCoach enables organizations to analyze voice calls and chat interactions in near real-time, ensuring that valuable customer feedback is captured and utilized effectively. Targeted primarily at contact centers and customer service departments, CallCoach serves a diverse audience that includes sales representatives, service agents, and sales and service leadership and executives. The platform is particularly beneficial for organizations looking to improve their sales, customer engagement strategies and enhance the overall customer experience. With its ability to assess critical communication elements such as tone of voice, empathy, clarity, and overall quality, CallCoach empowers teams to refine their skills and adapt their approaches to meet customer needs more effectively. Organizations utilizing CallCoach often experience significant improvements in key performance metrics, with reported increases of 20 to 30 percent within the first six weeks of implementation. This translates to higher close rates and faster issue resolution, making the platform a valuable asset for any customer-focused organization. In addition to enhancing agent performance, CallCoach also streamlines compliance monitoring, automates quality assurance coverage, and facilitates performance coaching at scale. This allows leaders to allocate their time more efficiently, focusing on strategic growth initiatives rather than manually reviewing calls. Furthermore, the platform aids in reducing onboarding time for new hires and promotes consistent coaching practices across teams, ensuring that all agents are equipped with the necessary skills to succeed. By providing a complete picture of customer sentiment, deep voice analysis, customer emotions and agent performance through extensive interaction analysis, CallCoach enables sales teams, service-teams and contact centers to make data-driven decisions. This comprehensive insight not only helps in identifying areas for improvement but also fosters a culture of continuous learning and development within teams. As a result, organizations can increase their sales, enhance their service delivery and build stronger relationships with their customers.

**Average Rating:** 4.7/5.0

**Total Reviews:** 8

#### How Do G2 Users Rate CallCoach?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10)
- **Evaluation:** 8.3/10 (Category avg: 9.1/10)
- **Calibration:** 7.2/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 6.7/10 (Category avg: 8.8/10)

#### Who Is the Company Behind CallCoach?

- **Seller:** [icana.ai](https://www.g2.com/sellers/icana-ai)
- **Company Website:** www.icana.ai
- **HQ Location:** Melbourne, AU
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8a95d959d71ba538877619483a29f95d56ae06d4a13930c5f5e2847c852a9c47&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ficana-ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 63% Medium, 38% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **clear feedback and detailed analysis** from CallCoach, enhancing coaching and performance improvement.
- Users appreciate the **responsive support** from CallCoach, making it easy to find effective solutions and improve performance.
- Users appreciate the **effective feedback management** of CallCoach, enhancing advisor performance through clear insights and support.
- Users value the **effective team management** capabilities of CallCoach, enhancing performance and collaboration across teams.
- Users value the **automation** in CallCoach, which enhances call reviews and improves coaching efficiency significantly.

##### Cons

- Users note the **AI limitations** of CallCoach, requiring human oversight for nuanced assessments and understanding accents effectively.
- Users notice **inadequate AI capabilities** , as it struggles with nuances and nuances, requiring human oversight for accuracy.
- Users struggle with **accuracy issues** in CallCoach, often needing human oversight for consistent feedback and understanding.
- Users experience **call issues** that hinder effective communication, affecting their overall satisfaction with CallCoach.
- Users find **complexity in managing multiple teams** in Call Coach, necessitating human oversight for accurate feedback.

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

**["The Mentor on Your Shoulder: Real-Time Coaching at Scale"](https://www.g2.com/survey_responses/callcoach-review-12110947)**

**Rating:** 4.5/5.0 stars

_— Pawan D._

[Read full review](https://www.g2.com/survey_responses/callcoach-review-12110947)

**["After over 2 years our partnership continues to grow."](https://www.g2.com/survey_responses/callcoach-review-12116908)**

**Rating:** 4.5/5.0 stars

_— Verified User in Financial Services_

[Read full review](https://www.g2.com/survey_responses/callcoach-review-12116908)

### [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews)

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily. Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.

**Average Rating:** 4.4/5.0

**Total Reviews:** 82

#### How Do G2 Users Rate Amazon Connect?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10)
- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 6.7/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 10.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Amazon Connect?

- **Seller:** [Amazon Web Services (AWS)](https://www.g2.com/sellers/amazon-web-services-aws-3e93cc28-2e9b-4961-b258-c6ce0feec7dd)
- **Year Founded:** 2006
- **HQ Location:** Seattle, WA
- **Twitter:** @awscloud  
2,232,483 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=072881eee28a2afe24f8d1bda9f20e3e146b9fb4b214f216411ce2ed6898b31e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Famazon-web-services%2F&secure%5Burl_type%5D=linkedin_company_website)  
147,094 employees on LinkedIn®
- **Ownership:** NASDAQ: AMZN

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 49% Medium, 30% Large

#### What Do G2 Reviewers Say About Amazon Connect?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** in Amazon Connect, enjoying seamless setup, reporting, and cloud-based flexibility.
- Users value the **efficiency** of Amazon Connect, praising its ease of use and powerful cloud-based capabilities.
- Users value the **flexibility and scalability** of Amazon Connect, enabling easy customization for cloud contact centers.
- Users value the **easy setup** of Amazon Connect, enabling rapid implementation and scalability for diverse business needs.
- Users love the **ease of use and powerful reporting features** of Amazon Connect, enhancing customer experience significantly.

##### Cons

- Users find the **setup and management complex** , particularly those lacking deep AWS experience and needing additional configurations.
- Users find the **setup and management complex** , particularly for teams lacking AWS experience, which can hinder usability.
- Users find the **difficult setup** to be a barrier, especially without prior AWS experience for configuration.
- Users report needing significant **improvements in documentation and integration stability** for a smoother experience with Amazon Connect.
- Users find the **initial difficulties** in setup and management of Amazon Connect challenging, especially without AWS experience.

#### What Are Recent G2 Reviews of Amazon Connect?

**["Scalable, Intuitive Omnichannel Contact Center with Powerful AI Integrations"](https://www.g2.com/survey_responses/amazon-connect-review-13185745)**

**Rating:** 4.5/5.0 stars

_— Atharva P._

[Read full review](https://www.g2.com/survey_responses/amazon-connect-review-13185745)

**["Scalable Pay-as-You-Go Call Center with Seamless Integrations"](https://www.g2.com/survey_responses/amazon-connect-review-12496701)**

**Rating:** 5.0/5.0 stars

_— Jenom N._

[Read full review](https://www.g2.com/survey_responses/amazon-connect-review-12496701)

#### What Are G2 Users Discussing About Amazon Connect?

- [What is Amazon Connect used for?](https://www.g2.com/discussions/what-is-amazon-connect-used-for) - 1 comment
- [Is Amazon connected to SaaS?](https://www.g2.com/discussions/is-amazon-connected-to-saas)
- [How do I connect to Amazon Connect?](https://www.g2.com/discussions/how-do-i-connect-to-amazon-connect)
- [What is Amazon Connect?](https://www.g2.com/discussions/what-is-amazon-connect) - 3 comments
- [How does Amazon Connect work?](https://www.g2.com/discussions/how-does-amazon-connect-work)

### [GoTo Connect](https://www.g2.com/products/goto-connect/reviews)

GoTo Connect is the ultimate business communications solution for small, midsize, and multi-location organizations, delivering powerful cloud-based voice, video, and messaging—plus advanced features—all in one seamless platform. Our award-winning, all-in-one system is simple to deploy, manage, and scale, empowering teams to connect right away. With AI-driven tools like AI Receptionist, robust cloud infrastructure, and deep integrations, GoTo Connect streamlines communication, boosts productivity, and drives seamless collaboration. Connect anywhere, any way: Join meetings, calls, and chats from any device with GoTo Connect’s unified platform, keeping your teams and customers connected—wherever work happens. Easy to use and manage: Our fully hosted system ensures fast setup, effortless scaling, and straightforward management—no IT required. Unmatched reliability: Ensure 99.999% uptime, crystal-clear voice, and top-rated support so your business never misses a beat. Modern automation & AI: GoTo Connect’s built-in AI Receptionist welcomes callers, routes conversations, and automates routine tasks—no third-party apps needed. Built for growth: Enhance your telecommunications with contact center and customer engagement tools that scale as you do. With award-winning support, industry-leading uptime, and top customer satisfaction scores, GoTo Connect isn’t just a phone system—it’s the backbone of meaningful and reliable business communication. Whether you’re streamlining internal calls, running virtual meetings, or enhancing customer engagement, GoTo Connect ensures every interaction is effortless, effective, and ready to help your business succeed.

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,390

#### How Do G2 Users Rate GoTo Connect?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10)

#### Who Is the Company Behind GoTo Connect?

- **Seller:** [GoTo](https://www.g2.com/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86)
- **Company Website:** www.goto.com
- **Year Founded:** 2003
- **HQ Location:** Boston, MA
- **Twitter:** @goto  
41,211 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c36bce21331780a56ed18c4420c1c18d88af55b922dce06cdc8cff0c4ec83019&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F37788%2F&secure%5Burl_type%5D=linkedin_company_website)  
993 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, President
- **Top Industries:** Information Technology and Services, Hospital & Health Care
- **Company Size:** 69% Small, 24% Medium

#### What Do G2 Reviewers Say About GoTo Connect?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of GoTo Connect, enhancing communication and simplifying business operations seamlessly.
- Users highlight the **excellent customer support** of GoTo Connect, appreciating quick resolutions and friendly assistance.
- Users praise the **reliability** of GoTo Connect, noting seamless communication without downtime, especially during challenging times.
- Users value the **easy setup** of GoTo Connect, enjoying a smooth implementation and intuitive experience for all.
- Users appreciate the **seamless integration of features** in GoTo Connect, enhancing business communication effortlessly across devices.

##### Cons

- Users experience **call issues** that hinder functionality, especially regarding call management and tracking on mobile devices.
- Users find the **variety of options overwhelming** and face frustration with limited fax viewing capabilities within GoTo Connect.
- Users find the **limited features** of GoTo Connect restrict their productivity and workflow efficiency significantly.
- Users report **inadequate customer service** , facing significant delays and issues while trying to resolve their problems.
- Users experience **poor customer support** , making the sign-up process frustrating and unhelpful during critical times.

#### What Are Recent G2 Reviews of GoTo Connect?

**["Easy Setup, Empowers Call Center Efficiency"](https://www.g2.com/survey_responses/goto-connect-review-1180338)**

**Rating:** 5.0/5.0 stars

_— Jeff L._

[Read full review](https://www.g2.com/survey_responses/goto-connect-review-1180338)

**["Clear Calls, Easy Setup, But App Needs Improvement"](https://www.g2.com/survey_responses/goto-connect-review-12443199)**

**Rating:** 5.0/5.0 stars

_— Robert C._

[Read full review](https://www.g2.com/survey_responses/goto-connect-review-12443199)

#### What Are G2 Users Discussing About GoTo Connect?

- [What is GoTo Connect used for?](https://www.g2.com/discussions/what-is-goto-connect-used-for) - 1 comment
- [What is GoTo Contact Center used for?](https://www.g2.com/discussions/what-is-goto-contact-center-used-for)
- [How do I use GoToConnect?](https://www.g2.com/discussions/how-do-i-use-gotoconnect)
- [How much does jive cost?](https://www.g2.com/discussions/how-much-does-jive-cost) - 1 comment
- [Is GoToConnect Hipaa compliant?](https://www.g2.com/discussions/is-gotoconnect-hipaa-compliant) - 1 comment

### [Laivly](https://www.g2.com/products/laivly/reviews)

Laivly’s platform combines the best, most effective large AI models and enables you to teach Sidd to put your brand’s policies, procedures, and other operational information into action on the contact center floor. Guide agents through workflows. Enable new levels of self-service and operational support. Boost productivity and strengthen customer satisfaction. And do it all safely, quickly, and with total control.

**Average Rating:** 4.6/5.0

**Total Reviews:** 35

#### How Do G2 Users Rate Laivly?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Laivly?

- **Seller:** [Laivly](https://www.g2.com/sellers/laivly)
- **Company Website:** laivly.com
- **Year Founded:** 2021
- **HQ Location:** Winnipeg, CA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=43bec9544ddcfaf8afb91d906edd7c414c7e0cf34c52b96796d3ad657e716b40&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flaivly%2F&secure%5Burl_type%5D=linkedin_company_website)  
142 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Consumer Services, Retail
- **Company Size:** 38% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Laivly **extremely helpful** for SIDD transcription, enhancing efficiency and ensuring important details are captured.
- Users commend Laivly for its **responsive customer support** , ensuring quick issue resolution and enhancing user experience.
- Users find Laivly to be **incredibly user-friendly** , enhancing work efficiency with its intuitive interface and seamless implementation.
- Users highlight the **efficiency** of Laivly, streamlining workflows and enhancing productivity with its user-friendly features.
- Users find the **setup process easy and fast** , enabling quick integration and efficient use of Laivly's features.

##### Cons

- Users report **inaccuracies in transcriptions** that hinder note-taking and misinterpret professional language, affecting usability.
- Users note a **steep initial learning curve** for advanced features, though support eases the process over time.
- Users experience a **poor understanding** from Laivly, resulting in incorrect transcriptions and misinterpretations during calls.
- Users experience **software bugs** with Laivly that hinder functionality and require extensive communication for resolutions.
- Users feel that the **real-time guidance feature** of Laivly requires further improvement for a better experience.

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

**["Real-Time Call Scripting Boosts Communication"](https://www.g2.com/survey_responses/laivly-review-12816023)**

**Rating:** 4.5/5.0 stars

_— Daniela B._

[Read full review](https://www.g2.com/survey_responses/laivly-review-12816023)

**["Laivly’s Sidd Spark Boosts Agent Workflow and Customer Interactions"](https://www.g2.com/survey_responses/laivly-review-13152791)**

**Rating:** 4.5/5.0 stars

_— Alyx L._

[Read full review](https://www.g2.com/survey_responses/laivly-review-13152791)

### [Verint Quality Bot](https://www.g2.com/products/verint-quality-bot/reviews)

Verint® Automated Quality Bot™ (formerly: Automated Quality Management™) is an AI-powered solution that automates quality management by scoring 100% of customer interactions across voice and digital channels. It eliminates manual sampling, giving organizations a complete, objective view of agent performance and compliance—while reducing costs and improving service quality. Verint's Quality Bot is an AI-powered solution that expands supervisor capacity, boosts agent performance and delivers targeted coaching based on granular performance insights. Did you know? With the Quality Bot, you can make your traditional quality processes smart within just 60 days. Leverage automated quality analysis and AI without disrupting your contact center quality assurance processes: • Extend supervisor capacity and reduce costs related to manual scoring. • Improve agent coaching and enhance employee experience (EX). • Minimize compliance risks resulting from random call sampling. • Better meet customer expectations and drive exceptional customer service. AI business outcomes from Verint customers: • A telco saved $4M by autoscoring 1.8M interactions. • A FinTech brand increased compliance coverage from 1% to 96%, saving 1,200 FTEs. Whether you're cloud-based or on-prem, Verint AQM and Quality Bot can modernize your quality assurance program—without disrupting your workflows. If you're looking for a more hands-on approach, Verint® Quality Management™ supports multi-channel evaluations, self-assessments, and performance tracking with the ability to integrate automation in the form with the help of the Verint Quality Bot when you’re ready. Explore how AI-powered quality management can help you scale smarter and deliver real outcomes now.

**Average Rating:** 4.3/5.0

**Total Reviews:** 6

#### How Do G2 Users Rate Verint Quality Bot?

- **Evaluation:** 8.9/10 (Category avg: 9.1/10)
- **Calibration:** 7.8/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.3/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Verint Quality Bot?

- **Seller:** [Verint](https://www.g2.com/sellers/verint)
- **Year Founded:** 1994
- **HQ Location:** Melville, New York
- **Twitter:** @Verint  
7,739 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website)  
4,343 employees on LinkedIn®
- **Ownership:** Thoma Bravo

#### Who Uses This Product?

- **Company Size:** 33% Medium, 33% Large

#### What Are Recent G2 Reviews of Verint Quality Bot?

**["Verint AQM is very useful and easy to utilize."](https://www.g2.com/survey_responses/verint-quality-bot-review-9415004)**

**Rating:** 5.0/5.0 stars

_— Verified User in Telecommunications_

[Read full review](https://www.g2.com/survey_responses/verint-quality-bot-review-9415004)

**["Statistically Significant Sample Sizes of Quality Evaluations"](https://www.g2.com/survey_responses/verint-quality-bot-review-8734416)**

**Rating:** 5.0/5.0 stars

_— Verified User in Banking_

[Read full review](https://www.g2.com/survey_responses/verint-quality-bot-review-8734416)

#### What Are G2 Users Discussing About Verint Quality Bot?

- [What is Verint Automated Quality Management used for?](https://www.g2.com/discussions/what-is-verint-automated-quality-management-used-for) - 1 comment

### [OpenText Contact Center Analytics](https://www.g2.com/products/opentext-contact-center-analytics/reviews)

ransform call center and back office performance with workforce engagement call center software that engages employees and provides meaningful experiences

**Average Rating:** 4.5/5.0

**Total Reviews:** 5

#### How Do G2 Users Rate OpenText Contact Center Analytics?

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

#### Who Is the Company Behind OpenText Contact Center Analytics?

- **Seller:** [OpenText](https://www.g2.com/sellers/opentext)
- **Year Founded:** 1991
- **HQ Location:** Waterloo, ON
- **Twitter:** @OpenText  
21,565 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c339a6555764b5ffce77c3df08d6ed9c9b1cb1ee1baeebac8435f0485b7cca5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2709%2F&secure%5Burl_type%5D=linkedin_company_website)  
23,048 employees on LinkedIn®
- **Ownership:** NASDAQ:OTEX

#### Who Uses This Product?

- **Company Size:** 80% Large, 20% Small

#### What Do G2 Reviewers Say About OpenText Contact Center Analytics?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **centralized platform** of OpenText Contact Center Analytics for its ease of management and streamlined usage.
- Users value the **integrated platform** of OpenText Contact Center Analytics, simplifying data management and usage significantly.
- Users appreciate the **ease of use** of OpenText Contact Center Analytics due to its integrated platform for management.
- Users value the **easy integrations** of OpenText Contact Center Analytics, simplifying management across all modules in one platform.
- Users value the **integrated modules** of OpenText Contact Center Analytics, simplifying management and enhancing usability.

##### Cons

- Users note the **complexity** of certain features, highlighting the need for more extensive training to fully utilize the product.
- Users note the **complex setup** of OpenText Contact Center Analytics, necessitating additional training for effective use.
- Users find the **complexity of certain features** necessitates additional training, which may not be provided.
- Users feel there is **insufficient training** provided, making it difficult to fully utilize complex features effectively.
- Users experience a **lack of training** , finding some features complex and difficult to navigate without proper guidance.

#### What Are Recent G2 Reviews of OpenText Contact Center Analytics?

**["The Reliable Call Recording Platform"](https://www.g2.com/survey_responses/opentext-contact-center-analytics-review-7814321)**

**Rating:** 4.5/5.0 stars

_— Claudia K._

[Read full review](https://www.g2.com/survey_responses/opentext-contact-center-analytics-review-7814321)

**["As a user, Qfiniti works well and does exactly what it's supposed to do."](https://www.g2.com/survey_responses/opentext-contact-center-analytics-review-7890534)**

**Rating:** 5.0/5.0 stars

_— Verified User in E-Learning_

[Read full review](https://www.g2.com/survey_responses/opentext-contact-center-analytics-review-7890534)

#### What Are G2 Users Discussing About OpenText Contact Center Analytics?

- [How do you use Qfiniti?](https://www.g2.com/discussions/how-do-you-use-qfiniti)
- [What is Qfiniti client?](https://www.g2.com/discussions/what-is-qfiniti-client)
- [What is Qfiniti desktop?](https://www.g2.com/discussions/what-is-qfiniti-desktop)

### [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews)

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.

**Average Rating:** 4.4/5.0

**Total Reviews:** 479

#### How Do G2 Users Rate ServiceNow Customer Service Management?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10)
- **Third-Party Integrations:** 10.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind ServiceNow Customer Service Management?

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** www.servicenow.com
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website)  
35,081 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Associate Consultant, Senior Software Engineer
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 45% Large, 28% Medium

#### What Do G2 Reviewers Say About ServiceNow Customer Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of ServiceNow CSM, benefiting from streamlined automation and centralized workflows.
- Users value the **seamless integration and automation** of ServiceNow CSM, enhancing customer lifecycle and improving issue resolution.
- Users commend the **efficiency** of ServiceNow CSM, streamlining processes and expediting issue resolution significantly.
- Users appreciate the **smooth workflow** of ServiceNow's Case Management features, enhancing efficiency and agent effectiveness.
- Users value the **automation capabilities** of ServiceNow CSM, which significantly enhance issue resolution and team productivity.

##### Cons

- Users find the **learning curve to be complicated** , requiring significant understanding for effective implementation and integration.
- Users find the **steep learning curve** of ServiceNow Customer Service Management challenging, requiring skilled help and thorough training.
- Users feel the **limited customization** restricts adaptability for project tracking and ticket email formatting clarity.
- Users find the **complexity** of ServiceNow Customer Service Management challenging, requiring significant time for setup and understanding.
- Users note a need for **interface improvements** to enhance self-service branding and data model flexibility in ServiceNow.

#### What Are Recent G2 Reviews of ServiceNow Customer Service Management?

**["Facilitate Problem Management with Detailed Ticketing"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)**

**Rating:** 5.0/5.0 stars

_— David C._

[Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)

**["ServiceNow CSM: Unified, AI-Powered Omnichannel Platform with Intuitive Case Management"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)**

**Rating:** 4.0/5.0 stars

_— Shubhangi G._

[Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)

#### What Are G2 Users Discussing About ServiceNow Customer Service Management?

- [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment
- [What does ServiceNow Customer Service Management do?](https://www.g2.com/discussions/what-does-servicenow-customer-service-management-do)
- [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) - 1 comment
- [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) - 2 comments
- [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) - 1 comment

### [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews)

Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, powerful analytics, pre-built integrations, and much more - all designed into our familiar, easy-to-use Zoom app. With Zoom, businesses deliver fast, efficient, and highly personalized customer experiences, improved agent productivity, and better business results.

**Average Rating:** 4.3/5.0

**Total Reviews:** 69

#### How Do G2 Users Rate Zoom Contact Center?

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

#### Who Is the Company Behind Zoom Contact Center?

- **Seller:** [Zoom](https://www.g2.com/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97)
- **Company Website:** www.zoom.com
- **Year Founded:** 2011
- **HQ Location:** San Jose, CA
- **Twitter:** @zoom  
1,042,714 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ea58933ffb5ea1e88769e70b1323ea336f3f35193bdf38ad87831cfc56794a9a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2532259%2F&secure%5Burl_type%5D=linkedin_company_website)  
13,494 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Farming, Information Technology and Services
- **Company Size:** 44% Medium, 43% Small

#### What Do G2 Reviewers Say About Zoom Contact Center?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Zoom Contact Center, simplifying call handling and performance monitoring effectively.
- Users appreciate the **user-friendly interface** of Zoom Contact Center, enhancing efficiency in managing calls and interactions.
- Users commend the **increased efficiency** of Zoom Contact Center, enhancing call handling and agent productivity significantly.
- Users praise the **easy setup** of Zoom Contact Center, allowing quick and efficient configuration by administrators.
- Users value the **s seamless integrations** of Zoom Contact Center, enhancing their overall virtual customer service experience.

##### Cons

- Users experience **call issues** with Zoom Contact Center, citing poor integration, inadequate support, and missing essential functionalities.
- Users find a **lack of clarity** in Zoom Contact Center's features, leading to confusion and frustration during use.
- Users express frustration over **missing features** in Zoom Contact Center that complicate call tracking and system integration.
- Users face significant **chat functionality issues** in Zoom Contact Center, hindering effective communication and user experience.
- Users report significant **limitations in core functionality** , making the Zoom Contact Center experience frustrating and inefficient.

#### What Are Recent G2 Reviews of Zoom Contact Center?

**["Powerful Hub for Managing Customer Requests and Team Response Tracking"](https://www.g2.com/survey_responses/zoom-contact-center-review-12945938)**

**Rating:** 5.0/5.0 stars

_— Konstantine S._

[Read full review](https://www.g2.com/survey_responses/zoom-contact-center-review-12945938)

**["Boosts Customer Support with User-Friendly Interface"](https://www.g2.com/survey_responses/zoom-contact-center-review-12907672)**

**Rating:** 4.5/5.0 stars

_— Rafin D._

[Read full review](https://www.g2.com/survey_responses/zoom-contact-center-review-12907672)

### [CSAT.AI](https://www.g2.com/products/csat-ai/reviews)

CSAT.AI provides a ‘fix it before you end it’ real-time solution to prevent bad customer service. This patent pending plugin was developed to train agents while providing 100% Quality Assurance monitoring. The Agent is able to see an estimation of their CSAT score in real-time. This enables agents to proactively correct course prior to concluding an engagement. Agents are able to self coach and benefit from in-the-moment customer sentiment analysis. No longer will overwhelmed managers have to read hundreds of scripts to find the single one that needs improving.

**Average Rating:** 4.9/5.0

**Total Reviews:** 4

#### Who Is the Company Behind CSAT.AI?

- **Seller:** [Navedas](https://www.g2.com/sellers/navedas)
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1050a4c9c408d423dd14455936d22ec5bee4f9bca055abf196c9bf07b0789ff1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcsatai%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 25% Medium

#### What Are Recent G2 Reviews of CSAT.AI?

**["The best tool to improve the cast survey responses"](https://www.g2.com/survey_responses/csat-ai-review-9786300)**

**Rating:** 5.0/5.0 stars

_— Verified User in Biotechnology_

[Read full review](https://www.g2.com/survey_responses/csat-ai-review-9786300)

**["Helpful tool to collect customer feedback"](https://www.g2.com/survey_responses/csat-ai-review-9733266)**

**Rating:** 5.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/csat-ai-review-9733266)

### [Diabolocom](https://www.g2.com/products/diabolocom/reviews)

Diabolocom is a leading European provider of AI-first cloud contact center and customer experience solutions. Our platform helps organizations manage omnichannel customer interactions at scale while improving service quality, agent productivity, and operational efficiency. Built on proprietary AI technologies, native telecom infrastructure, and advanced CRM integrations, Diabolocom helps customer service and sales teams deliver faster, smarter, and more personalized interactions. Our all-in-one platform supports inbound and outbound communications, high-volume call management, auto-dialing, workflow automation, real-time monitoring, and AI-powered assistance for agents and supervisors. It helps teams manage every customer interaction more efficiently, from first contact to final resolution. Diabolocom provides the essential features businesses need to manage customer interactions effectively, while continuously innovating with sovereign AI solutions designed for customer service and sales teams. Our AI-powered solutions include: - Interactive Virtual Agent, - Agent Assist, - Augmented Quality Monitoring. Interactive Virtual Agent helps businesses provide 24/7 customer support. It answers customer requests automatically and can be configured easily through Diabolocom’s interface. When human assistance is needed, the interaction can be transferred smoothly to an agent. Agent Assist supports agents in real time during customer conversations. It combines conversation analytics, automated call summaries, next-best-action recommendations, form completion, knowledge base access, and automated workflows. This helps agents save time, reduce manual work, and provide more accurate answers. Augmented Quality Monitoring helps supervisors evaluate customer interactions at scale. With AI, teams can review far more calls than would be possible manually. They can identify coaching opportunities, detect quality trends, and monitor performance through clear dashboards. Together, these capabilities help businesses automate repetitive tasks, improve quality management, strengthen customer engagement, and make faster, data-driven decisions. Diabolocom’s innovation has been recognized by Frost & Sullivan with the 2024 Product Leadership Award and the 2026 European Technology Innovation Leadership Award. For over 20 years, Diabolocom has supported more than 400 clients and now operates in over 60 countries, with 175+ employees across 8 global offices.

**Average Rating:** 4.3/5.0

**Total Reviews:** 32

#### How Do G2 Users Rate Diabolocom?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Diabolocom?

- **Seller:** [Diabolocom](https://www.g2.com/sellers/diabolocom)
- **Company Website:** www.diabolocom.com
- **Year Founded:** 2005
- **HQ Location:** Paris, FR
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=46fd61cc87510788779b3b660192ed8a0a06b2608487a6d3bd2ea048b0259209&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdiabolocom%2F&secure%5Burl_type%5D=linkedin_company_website)  
178 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Consumer Services
- **Company Size:** 60% Medium, 29% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Diabolocom's **ease of use** exceptional, facilitating quick adaptation and seamless integration into their workflows.
- Users praise the **exceptionally responsive customer support** of Diabolocom, ensuring smooth implementation and valuable guidance.
- Users commend Diabolocom's **customization options** , allowing seamless integration and tailored solutions that enhance efficiency.
- Users commend the **easy implementation** of Diabolocom, benefiting from swift deployment and responsive customer support.
- Users commend Diabolocom for its **efficiency** in managing multichannel communication, significantly enhancing productivity and user experience.

##### Cons

- Users find the **missing features** in Diabolocom, particularly in integration and basic functionalities, quite limiting.
- Users find it challenging to reach **customer service support** , which hinders their ability to optimize workflows effectively.
- Users often experience **delays up to 30 minutes** during updates, disrupting workflow and causing frustration.
- Users find Diabolocom's **rigid pre-configured workflows** limiting, hindering customization and affecting efficiency in processes.
- Users find the **limited customization** of Diabolocom restricts adapting workflows to their specific customer service needs.

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

**["Reliable Dialer with Powerful Workflows and Minimal Downtime"](https://www.g2.com/survey_responses/diabolocom-review-13130328)**

**Rating:** 4.5/5.0 stars

_— Martin F._

[Read full review](https://www.g2.com/survey_responses/diabolocom-review-13130328)

**["Easy to Use, Great Support, Limited Workflows"](https://www.g2.com/survey_responses/diabolocom-review-13130309)**

**Rating:** 4.5/5.0 stars

_— albane l._

[Read full review](https://www.g2.com/survey_responses/diabolocom-review-13130309)

### [Freshcaller](https://www.g2.com/products/freshcaller/reviews)

Freshdesk Contact Center (Formerly Freshcaller) is a simple and reliable cloud-based contact center software that helps businesses connect with customers in an affordable way. With phone numbers in 90+ countries, Freshdesk Contact Center lets customers set up their contact center in a few easy steps, and with zero phone hardware. Freshdesk Contact Center integrates with several CRM and Helpdesk tools, enabling sales and support teams to work seamlessly. With powerful reporting and analytics, admins can get real-time insights into their customer experience as well as agent productivity. WithFreshdesk Contact Center (Formerly Freshcaller) , agents can take calls on their desktops, laptops, or phone (both Android and iOS), to create a fully remote but connected contact center. As business needs change, admins can add agent licenses, purchase additional numbers, add phone credits, and upgrade the pricing plan. Freshdesk Contact Center (Formerly Freshcaller) offers five pricing plans that are tailored to meet different calling needs. Freshdesk Contact Center (Formerly Freshcaller) by Freshworks is a truly modern and reliable phone system that is trusted by over 7000+ customers worldwide.

**Average Rating:** 4.1/5.0

**Total Reviews:** 127

#### How Do G2 Users Rate Freshcaller?

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Freshcaller?

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 employees on LinkedIn®
- **Ownership:** NASDAQ: FRSH

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 69% Small, 25% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **simple and clean UI** of Freshcaller, making it exceptionally easy to use.
- Users value the **automation features** of Freshcaller, enhancing efficiency and ensuring timely customer responses.
- Users value the **call recording feature** of Freshcaller for its simplicity and effectiveness in enhancing communication.
- Users appreciate the **simple and clean UI** of Freshcaller, making communication easy and intuitive.
- Users find the **dial pad and recording features** of Freshcaller valuable and easy to use, enhancing their experience.

##### Cons

- Users find the **lack of features** in Freshcaller limiting, desiring more options and flexibility in functionality.
- Users feel the **lack of detailed contact information** hampers effective communication and follow-up management.
- Users are frustrated by the **lack of detail in contact management** , missing important elements like recent call notes.
- Users feel the lack of **detailed contact information** limits their ability to manage calls effectively.
- Users report **poor customer support** with slow response times, affecting resolution of urgent issues significantly.

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

**["Simple UI with Efficient Call Management"](https://www.g2.com/survey_responses/freshcaller-review-12099955)**

**Rating:** 5.0/5.0 stars

_— Mohd Saif S._

[Read full review](https://www.g2.com/survey_responses/freshcaller-review-12099955)

**["Freashworks has been extremely instrumental in increasing agent level productivity."](https://www.g2.com/survey_responses/freshcaller-review-11346046)**

**Rating:** 5.0/5.0 stars

_— Abhishek M._

[Read full review](https://www.g2.com/survey_responses/freshcaller-review-11346046)

#### What Are G2 Users Discussing About Freshcaller?

- [What is Freshdesk Contact Center used for?](https://www.g2.com/discussions/what-is-freshdesk-contact-center-used-for)

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- [Call Center Infrastructure (CCI)](/categories/call-center-infrastructure-cci)
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- [Contact Center Workforce](/categories/contact-center-workforce)
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[Browse Contact Center Quality Assurance Themes](/categories/contact-center-quality-assurance/themes)

 ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath")
ID

Researched and written by [Inia Debnath](https://research.g2.com/insights/author/inia-debnath)

Updated October 3, 2024

Contact center quality assurance software is designed to help businesses evaluate the performance of their customer service operations. For call centers and customer service teams, quality assurance (QA) is an essential process for improving customer satisfaction and employee engagement. Contact center quality assurance software is primarily used by customer service managers to assess agent performance, provide timely feedback to employees, and increase department productivity. Contact center quality assurance software can be integrated with other sales or customer service tools such as [CRM software](https://www.g2.com/categories/crm) or [help desk software](https://www.g2.com/categories/help-desk), but many also offer the option to be used as a standalone product.

While many companies offer contact center quality assurance solutions as a standalone product, there are a few who offer an all-in-one solution in which quality assurance is provided as an additional feature along with the product’s core offering.

To qualify for inclusion in the Contact Center Quality Assurance category, a product must:

- Facilitate the creation and customization of scorecards for evaluating customer interactions
- Offer tools for delivering personalized feedback or coaching sessions to agents
- Provide analytics that give insight into team and agent performance
- Integrate with other customer service or CRM software
- Be specifically intended for use within a call center environment

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