Best Contact Center Quality Assurance Software - Page 5

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SuccessKPI

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

Average Rating: 4.3/5.0

Total Reviews: 96

How Do G2 Users Rate SuccessKPI?

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

Who Is the Company Behind SuccessKPI?

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

Who Uses This Product?

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

What Are Recent G2 Reviews of SuccessKPI?

What Are G2 Users Discussing About SuccessKPI?

Updated August 2026.

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

Total Products under this Category: 185

Category Stats (Sep 2026)

  • Average Rating: 4.54/5 The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: Cresta (+1.18%) - Among all products in this category, Cresta recorded the largest rating increase compared to last month

Last updated: September 01, 2026

How Does G2 Rank Contact Center Quality Assurance Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 36,400+ Authentic Reviews
  • 185+ Products
  • Unbiased Rankings

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

G2 Grid® for Contact Center Quality Assurance Software

G2 Grid® for Contact Center Quality Assurance Software plotting products by satisfaction and market presence

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

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

Enghouse Contact Center

Enghouse Interactive is a global provider of contact center software and services, trusted by organizations worldwide to deliver reliable, scalable customer engagement solutions. Backed by decades of experience and a broad customer experience (CX) portfolio, Enghouse supports businesses of all sizes as their engagement needs evolve. The Enghouse Contact Center solution—available in the cloud or on-premises—offers comprehensive omnichannel capabilities, including voice, video, digital channels, and outbound communications. The platform features AI-powered self-service, agent assistance, and quality management, along with built-in workforce management and robust third-party integrations.

Average Rating: 4.3/5.0

Total Reviews: 94

How Do G2 Users Rate Enghouse Contact Center?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 9.4/10)
  • Evaluation: 7.5/10 (Category avg: 9.2/10)
  • Calibration: 9.2/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 10.0/10 (Category avg: 8.8/10)

Who Is the Company Behind Enghouse Contact Center?

  • Seller: Enghouse Systems
  • Company Website:
  • Year Founded: 1984
  • HQ Location: Markham
  • Twitter: @EnghouseInterac
    2,418 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,284 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Telecommunications
  • Company Size: 67% Medium, 25% Large

What Do G2 Reviewers Say About Enghouse Contact Center?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the accuracy of real-time translations in Enghouse Contact Center, enhancing communication across various channels.
  • Users appreciate the accuracy of information in Enghouse, enhancing support and ensuring effective customer interactions.
  • Users value the AI efficiency of Enghouse, enhancing customer interactions with smart matching and insightful analysis.
  • Users value the smart AI integration of Enghouse Contact Center, enhancing customer support across multiple communication channels.
  • Users appreciate the intelligent AI technology of Enghouse Contact Center, enhancing support and customer interactions across channels.
Cons
  • Users find the complex customization required for settings daunting, highlighting the need for advanced technical support.
  • Users find the complex implementation of Enghouse Contact Center requires extensive customization and technical support for effective deployment.
  • Users find the complex configuration and deployment process of Enghouse Contact Center challenging and resource-intensive.
  • Users find the complex setup process challenging, requiring technical support and significant financial investment.
  • Users face customization difficulties in configuring settings, necessitating advanced technical support and complicating deployment.

What Are Recent G2 Reviews of Enghouse Contact Center?

8x8 Contact Center

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

Average Rating: 4.1/5.0

Total Reviews: 247

How Do G2 Users Rate 8x8 Contact Center?

  • Has the product been a good partner in doing business?: 8.5/10 (Category avg: 9.4/10)
  • Evaluation: 10.0/10 (Category avg: 9.2/10)
  • 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
  • Company Website:
  • Year Founded: 1987
  • HQ Location: San Jose, CA
  • Twitter: @8x8
    11,056 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    2,846 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Operations Manager
  • Top Industries: Financial Services, Information Technology and Services
  • Company Size: 54% Medium, 37% Small

What Do G2 Reviewers Say About 8x8 Contact Center?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of 8x8 Contact Center, highlighting its user-friendly features and accessible support.
  • Users value the knowledgeable and friendly support at 8x8 Contact Center, enhancing their overall experience and problem-solving.
  • Users value the knowledgeable and friendly customer support at 8x8 Contact Center, enhancing the overall experience.
  • Users praise the user-friendly interface of 8x8, facilitating seamless communication and support for their teams.
  • Users value the efficiency of 8x8 Contact Center, enabling seamless communication and effective client service for teams.
Cons
  • Users express frustration over missing features like custom report grouping and automated scheduling visibility in 8x8 Contact Center.
  • Users experience poor customer support, highlighted by long wait times and unhelpful assistance during crucial moments.
  • Users express frustration with call transfer limitations within the 8x8 Contact Center, complicating communication efficiency.
  • Users find the complexity of 8x8 Contact Center overwhelming, especially with administration and licensing challenges complicating usage.
  • Users face integration issues with 8x8 Contact Center, complicating workflows and requiring multiple platforms for data management.

What Are Recent G2 Reviews of 8x8 Contact Center?

What Are G2 Users Discussing About 8x8 Contact Center?

ipSCAPE

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: 9.2/10)
  • 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
  • Year Founded: 2005
  • HQ Location: North Sydney, NSW
  • Twitter: @IPscape
    435 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    40 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?

Kaizo

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

Average Rating: 4.9/5.0

Total Reviews: 9

How Do G2 Users Rate Kaizo?

  • Has the product been a good partner in doing business?: 10.0/10 (Category avg: 9.4/10)
  • Evaluation: 10.0/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 10.0/10 (Category avg: 8.8/10)

Who Is the Company Behind Kaizo?

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

Who Uses This Product?

  • Company Size: 50% Small, 30% Medium

What Are Recent G2 Reviews of Kaizo?

Calibre

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: 9.2/10)
  • 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
  • Year Founded: 1973
  • HQ Location: Canoga Park, CA
  • Twitter: @highergroundinc
    347 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    72 employees on LinkedIn®

Who Uses This Product?

  • Company Size: 75% Small, 25% Medium

What Are Recent G2 Reviews of Calibre?

What Are G2 Users Discussing About Calibre?

CallCoach

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?: 9.4/10 (Category avg: 9.4/10)
  • Evaluation: 8.7/10 (Category avg: 9.2/10)
  • 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
  • Company Website:
  • HQ Location: Melbourne, AU
  • LinkedIn® Page: www.linkedin.com
    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 effective scoring system of CallCoach, enhancing coaching and performance assessments.
  • Users value the exceptional support and responsiveness of CallCoach, enhancing their overall experience and success.
  • Users appreciate the proactive feedback management of CallCoach, enhancing support and empowerment for advisors and coaches.
  • Users value the effective team management capabilities of CallCoach, enhancing performance with actionable insights and easy adoption.
  • Users value the automation of CallCoach, which streamlines call reviews and enhances performance insights efficiently.
Cons
  • Users note the limitations of AI in understanding nuances and the need for ongoing human oversight.
  • Users note the inadequate AI capabilities of CallCoach, requiring human oversight for nuanced assessments and accurate feedback.
  • Users face accuracy issues with CallCoach, requiring human oversight to ensure fair and precise feedback.
  • Users often face call issues that disrupt their communication experience, affecting the overall effectiveness of CallCoach.
  • Users face occasional complexity in managing multiple teams, leading to challenges in ensuring feedback accuracy and effective use.

What Are Recent G2 Reviews of CallCoach?

Laivly

Laivly is the company behind Sidd, a contact center AI platform that helps customer service organizations automate, assist, and analyze voice, chat, and email interactions through large language models configured using a company's own policies, procedures, and knowledge base. The platform, Sidd, is built for enterprise contact centers, business process outsourcers (BPOs), and customer experience teams that want AI-driven self-service, live agent support, and workflow automation to work together, rather than as separate tools. Sidd deploys within a company's existing contact center software and systems rather than requiring a platform migration, and each deployment is configured to align with a specific brand's contact drivers, compliance requirements, and operational goals. The platform is made up of four connected products that function together as the Sidd CX Ecosystem: --> Sidd Intercept is an AI voice agent that answers calls, determines a customer’s intent from the conversation and priority from connected account signals, and resolves questions directly using the company’s knowledge base. For work it can't resolve on its own, it calls on Sidd Solo to complete the transaction, or transfers it to a live agent running Sidd Duo—with the customer inquiry, relevant details, actions already taken, and reason for handoff already in view. --> Sidd Solo is a computer-use AI agent that completes defined, repeatable workflows end to end—such as order lookups, cancellations, refunds, and account updates—by using a company’s existing APIs where they exist, or by operating the same software interfaces a human agent would use where they don’t. --> Sidd Duo is an AI agent assist tool that supports live agents across voice, chat, and email with real-time call transcription, in-the-moment guidance and coaching, knowledge-base lookup, automated case-note generation, and response drafting. --> Sidd Studio is a no-code configuration and administration layer where operations teams manage agent guidance, user permissions, and connected knowledge sources, and includes built-in analytics covering contact trends, agent performance, and interaction quality. Because all four products draw on the same underlying knowledge base and configuration layer, a policy change made in Sidd Studio applies consistently across self-service, live-agent support, and automated workflows at the same time, rather than requiring separate updates in separate systems. Contact center leaders use Laivly's platform to reduce manual after-call work, increase the share of contacts resolved without a live agent, apply consistent compliance and quality standards across every interaction, and give agents real-time support without adding new software for them to learn. Laivly deployments include implementation and customer success teams that work with each client to scope use cases, configure the platform to align with existing systems and policies, train agents and administrators, and review performance after launch to refine configurations and identify additional use cases. Laivly is a privately held company headquartered in Winnipeg, Canada.

Average Rating: 4.6/5.0

Total Reviews: 37

How Do G2 Users Rate Laivly?

  • Has the product been a good partner in doing business?: 9.8/10 (Category avg: 9.4/10)
  • Third-Party Integrations: 10.0/10 (Category avg: 8.8/10)

Who Is the Company Behind Laivly?

  • Seller: Laivly
  • Company Website:
  • Year Founded: 2021
  • HQ Location: Winnipeg, CA
  • LinkedIn® Page: www.linkedin.com
    144 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 to be extremely helpful for transcription and documentation, enhancing focus and efficiency during calls.
  • Users appreciate the responsive customer support from Laivly, which ensures timely issue resolution and enhances their experience.
  • Users find Laivly to be incredibly user-friendly, enhancing overall work efficiency and ensuring smooth operation.
  • Users appreciate the efficiency of Laivly, enjoying streamlined workflows and improved productivity through seamless integration and user-friendly tools.
  • Users find Laivly's simple and fast setup process allows for quick start and seamless integration into workflows.
Cons
  • Users report inaccuracy in transcriptions with Laivly, leading to unreliable documentation and frustration during note-taking.
  • Users face a steep learning curve for advanced features in Laivly, but support helps ease the transition.
  • Users face poor understanding from Laivly, leading to incorrect transcriptions and misinterpretations during calls.
  • Users report software bugs in Laivly, leading to frustrating delays in resolution and affecting overall functionality.
  • Users feel that the real-time guidance feature requires enhancements for a better experience.

What Are Recent G2 Reviews of Laivly?

Amazon Connect

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: 9.4/10)
  • Evaluation: 9.2/10 (Category avg: 9.2/10)
  • 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)
  • Year Founded: 2006
  • HQ Location: Seattle, WA
  • Twitter: @awscloud
    2,232,483 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    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 find Amazon Connect to be very easy to set up and use, enhancing their remote customer service experience.
  • Users value the efficiency of Amazon Connect, appreciating its easy setup, scalability, and powerful analytics features.
  • Users praise the flexibility and scalability of Amazon Connect, enabling easy customization and integration with AWS services.
  • Users find the easy setup of Amazon Connect particularly beneficial for scaling and customizing their contact solutions.
  • Users love the easy setup and scalability of Amazon Connect, enhancing business operations with powerful features.
Cons
  • Users find the setup and management complex, particularly teams lacking deep AWS expertise, impacting usability.
  • Users find the complex setup and management of Amazon Connect challenging, particularly for teams lacking AWS expertise.
  • Users find the difficult setup of Amazon Connect challenging, particularly if lacking AWS experience.
  • Users report that improvements are needed in Amazon Connect's documentation and integration reliability for smoother functionality.
  • Users find the initial difficulties in setup and management challenging, particularly without prior AWS experience.

What Are Recent G2 Reviews of Amazon Connect?

What Are G2 Users Discussing About Amazon Connect?

Diabolocom

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: 37

How Do G2 Users Rate Diabolocom?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.4/10)

Who Is the Company Behind Diabolocom?

  • Seller: Diabolocom
  • Company Website:
  • Year Founded: 2005
  • HQ Location: Paris, FR
  • LinkedIn® Page: www.linkedin.com
    179 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Consumer Services
  • Company Size: 62% Medium, 28% Small

What Do G2 Reviewers Say About Diabolocom?

AI-generated summary from verified user reviews

Pros
  • Users value the exceptionally responsive customer support from Diabolocom, ensuring a smooth implementation and ongoing assistance.
  • Users appreciate the customization capabilities of Diabolocom, enabling tailored integrations and seamless adaptation to their needs.
  • Users appreciate the ease of use of Diabolocom, benefiting from intuitive interfaces and seamless CRM integration.
  • Users praise the easy implementation of Diabolocom, benefiting from responsive support and quick integration with existing systems.
  • Users appreciate the efficiency of Diabolocom, seamlessly integrating with systems and enhancing agent productivity.
Cons
  • Users find the missing features in Diabolocom limit integration and hinder the customization of their processes.
  • Users report that customer support is often unresponsive, making it difficult to get timely assistance when required.
  • Users desire improved admin control and integration within Diabolocom to streamline their workflow and reduce redundancy.
  • Users express a need for better admin integration within Salesforce to streamline tasks and enhance functionality.
  • Users desire deeper AI integration within Salesforce to streamline features and reduce redundant tasks.

What Are Recent G2 Reviews of Diabolocom?

Verint Quality Bot

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: 9.2/10)
  • 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
  • Year Founded: 1994
  • HQ Location: Melville, New York
  • Twitter: @Verint
    7,739 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    4,316 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?

What Are G2 Users Discussing About Verint Quality Bot?

OpenText Contact Center Analytics

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: 9.4/10)
  • Evaluation: 8.3/10 (Category avg: 9.2/10)
  • 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
  • Year Founded: 1991
  • HQ Location: Waterloo, ON
  • Twitter: @OpenText
    21,565 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    22,835 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 centralization of modules in OpenText Contact Center Analytics, simplifying management and usage significantly.
  • Users value the integrated data management of OpenText Contact Center Analytics, enhancing ease of use and efficiency.
  • Users appreciate the ease of use of OpenText Contact Center Analytics, thanks to its integrated single platform.
  • Users value the easy integrations of OpenText Contact Center Analytics, simplifying management with a unified platform.
  • Users appreciate the integrated modules of OpenText Contact Center Analytics, simplifying management and enhancing usability.
Cons
  • Users find the complexity of certain features requires additional training, which can hinder effective use of the tool.
  • Users note the complex setup of OpenText Contact Center Analytics, necessitating additional training for effective use.
  • Users note the complex usability of OpenText Contact Center Analytics, requiring extensive training for certain features and configurations.
  • Users report experiencing insufficient training, leading to confusion with complex features and configurations.
  • Users highlight the lack of training as a barrier to fully utilizing the features of OpenText Contact Center Analytics.

What Are Recent G2 Reviews of OpenText Contact Center Analytics?

What Are G2 Users Discussing About OpenText Contact Center Analytics?

ServiceNow Customer Service Management

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: 486

How Do G2 Users Rate ServiceNow Customer Service Management?

  • Has the product been a good partner in doing business?: 8.5/10 (Category avg: 9.4/10)
  • Third-Party Integrations: 10.0/10 (Category avg: 8.8/10)

Who Is the Company Behind ServiceNow Customer Service Management?

  • Seller: ServiceNow
  • Company Website:
  • Year Founded: 2004
  • HQ Location: Santa Clara, CA
  • Twitter: @servicenow
    55,548 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    35,078 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, 27% 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 in ServiceNow Customer Service Management, streamlining customer interactions through automation and organization.
  • Users appreciate the smooth workflow of case management in ServiceNow, enhancing efficiency for both agents and customers.
  • Users value the seamless integration with ITIL processes, enabling efficient workflows and enhanced customer lifecycle management.
  • Users value the efficiency of ServiceNow CSM for significantly speeding up issue resolution through streamlined processes and automation.
  • Users value the automation capabilities of ServiceNow, enhancing efficiency in case management and improving customer satisfaction.
Cons
  • Users find the learning curve complicated, needing time to adapt to ServiceNow's customer onboarding and customizations.
  • Users find the steep learning curve of ServiceNow CSM challenging, especially without proper onboarding and training.
  • Users find the limited customization in ServiceNow Customer Service Management impacts tracking and communication effectiveness.
  • Users find the complexity of ServiceNow Customer Service Management challenging, especially with its high configurability and steep learning curve.
  • Users highlight the need for interface improvements and better customization for enhanced customer self-service and branding.

What Are Recent G2 Reviews of ServiceNow Customer Service Management?

What Are G2 Users Discussing About ServiceNow Customer Service Management?

Zoom Contact Center

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: 9.4/10)
  • Evaluation: 9.2/10 (Category avg: 9.2/10)
  • 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
  • Company Website:
  • Year Founded: 2011
  • HQ Location: San Jose, CA
  • Twitter: @zoom
    1,042,714 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    14,013 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, which simplifies setup and enhances overall functionality.
  • Users appreciate the user-friendly interface of Zoom Contact Center, enhancing efficiency and call management in operations.
  • Users appreciate the increased efficiency and transparency of Zoom Contact Center, enhancing call handling and reporting capabilities.
  • Users value the easy setup of Zoom Contact Center, allowing quick customization and efficient administration.
  • Users appreciate the seamless integrations of Zoom Contact Center, enhancing their workflow and customer service efficiency.
Cons
  • Users experience significant call issues with Zoom Contact Center, citing poor integration and missing basic functionalities.
  • Users express frustration over the lack of clarity in essential features, complicating their overall experience with Zoom Contact Center.
  • Users find the missing features in Zoom Contact Center hinder functionality and complicate their operational efficiency.
  • Users find significant chat functionality issues in Zoom Contact Center, hindering effective communication and workflow.
  • Users find the lack of basic functionality in Zoom Contact Center frustrating, impacting efficiency and usability.

What Are Recent G2 Reviews of Zoom Contact Center?

CSAT.AI

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?

Who Uses This Product?

  • Company Size: 75% Small, 25% Medium

What Are Recent G2 Reviews of CSAT.AI?

Freshcaller

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: 9.4/10)

Who Is the Company Behind Freshcaller?

  • Seller: Freshworks
  • Year Founded: 2010
  • HQ Location: San Mateo, CA
  • Twitter: @FreshworksInc
    19,020 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    7,783 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 easy to use and set up.
  • Users value the automation features of Freshcaller, enhancing efficiency and ensuring timely customer interactions.
  • Users value the call recording feature of Freshcaller, enhancing their overall communication efficiency and experience.
  • Users value the simple and clean UI of Freshcaller, enhancing their communication experience effortlessly.
  • Users find the dial pad and recording features of Freshcaller valuable for a seamless calling experience.
Cons
  • Users feel the lack of features in Freshcaller limits functionality and hampers their overall experience.
  • Users feel the lack of detailed contact information limits the usefulness of Freshcaller for managing interactions effectively.
  • Users find the lack of detailed contact information frustrating, particularly missing recent call notes for better follow-up.
  • Users find the lack of detailed contact information frustrating, missing important features like recent call notes.
  • Users report poor customer support, particularly slow response times affecting urgent issue resolutions with Freshcaller.

What Are Recent G2 Reviews of Freshcaller?

What Are G2 Users Discussing About Freshcaller?

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