# Best Contact Center Quality Assurance Software - Page 6

## 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=2026-08-08T15%3A38%3A39Z&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%3D6&secure%5Btoken%5D=fccba17d8e9b0638ad5ef2f92f057979031e8b6531cf7bb14529dba38a016a62&secure%5Burl%5D=https%3A%2F%2Fsuccesskpi.com%2Fsolutions&secure%5Burl_type%5D=paid_promos)

### [Genesys Cloud EX](https://www.g2.com/products/genesys-cloud-ex/reviews)

The Genesys Cloud EX™ solution is designed to help companies support their workforce with technology that improves their overall experience. You’ll have access to more accurate forecasting and scheduling, which addresses your employees’ desires for better balance between work and life commitments. It also enables you to support remote, hybrid and office-based work.

**Average Rating:** 5.0/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate Genesys Cloud EX?

- **Evaluation:** 10.0/10 (Category avg: 9.1/10)
- **Calibration:** 6.7/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.3/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Genesys Cloud EX?

- **Seller:** [Genesys](https://www.g2.com/sellers/genesys)
- **Year Founded:** 1990
- **HQ Location:** Menlo Park, CA
- **Twitter:** @Genesys  
32,180 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3547218b0d552bcecdf111c8d197252c4dce8c2ddc2ffe5bceabde22115e5fc1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F601919%2F&secure%5Burl_type%5D=linkedin_company_website)  
8,569 employees on LinkedIn®
- **Phone:** +1 650 466 - 1100

#### Who Uses This Product?

- **Company Size:** 60% Large, 40% Medium

#### What Do G2 Reviewers Say About Genesys Cloud EX?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Genesys Cloud EX to be **easy to use** , facilitating smooth navigation and access to numerous features.
- Users value the **navigation ease** in Genesys Cloud EX, finding it intuitive and user-friendly.

##### Cons

- Users express frustration over **poor customer support** , highlighting outdated assistance as a significant concern with Genesys Cloud EX.
- Users find that the **slow loading** of recorded interactions hampers their efficiency and overall experience with Genesys Cloud EX.

#### What Are Recent G2 Reviews of Genesys Cloud EX?

**["Easy to Navigate"](https://www.g2.com/survey_responses/genesys-cloud-ex-review-10995573)**

**Rating:** 5.0/5.0 stars

_— Cheryl W._

[Read full review](https://www.g2.com/survey_responses/genesys-cloud-ex-review-10995573)

**["Strong, Reliable Platform for Calls and Emails"](https://www.g2.com/survey_responses/genesys-cloud-ex-review-12760965)**

**Rating:** 5.0/5.0 stars

_— sharif M._

[Read full review](https://www.g2.com/survey_responses/genesys-cloud-ex-review-12760965)

### [Loris](https://www.g2.com/products/loris/reviews)

Transform customer interactions into opportunities for insight, optimization & growth. Automate time-consuming customer service and conversation review processes without compromising accuracy, using deep customer experience domain expertise and a library of AI models trained on millions of real customer service conversations. - Customer Insights: Uncover why customers are frustrated, understand the needs hidden in every conversation, and create solutions to improve not only your customer experience, but also your company strategy. Instantly and all in one place. - Quality Assurance: Stop subjective assessment, listening to long call recordings, and juggling multiple systems. Create consistency at every part of your QA process, automating conversation scoring, streamlining agent coaching, and measuring performance trends at all levels of your organization. - Agent Co-Pilot: Guide agents in live customer conversations, using best practice workflows and real-time sentiment analysis to give the right answer, at the right time. Improve policy compliance, customer satisfaction, and agent ramp time with more predictable interactions, delivered by agents and powered by AI.

**Average Rating:** 4.8/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate Loris?

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.3/10)
- **Third-Party Integrations:** 8.3/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Loris?

- **Seller:** [Loris](https://www.g2.com/sellers/loris)
- **Year Founded:** 2018
- **HQ Location:** New York, US
- **Twitter:** @loris\_ai  
231 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c2f159670cae332452c0cf193adf2edd558f66086666785f8a487102321203de&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F11465498&secure%5Burl_type%5D=linkedin_company_website)  
62 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 73% Medium, 18% Large

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

**["Great Support & Customizable"](https://www.g2.com/survey_responses/loris-review-8579430)**

**Rating:** 4.0/5.0 stars

_— Verified User in Health, Wellness and Fitness_

[Read full review](https://www.g2.com/survey_responses/loris-review-8579430)

**["Loris review"](https://www.g2.com/survey_responses/loris-review-7319902)**

**Rating:** 5.0/5.0 stars

_— Enis H._

[Read full review](https://www.g2.com/survey_responses/loris-review-7319902)

### [Call Criteria](https://www.g2.com/products/call-criteria/reviews)

Call Criteria offers affordable, efficient, and scalable quality assurance solutions for your contact center. Our QA solutions include sophisticated true AI (Large Language Model), speech analytics, and traditional human evaluations. Our customized scorecards offer precise feedback to boost compliance, customer satisfaction, and sales performance. With our consultative approach, we help you navigate the complexity amongst all the options, deploy the best solution for your business, and leverage the results to get the best possible improvement outcome possible.

**Average Rating:** 3.5/5.0

**Total Reviews:** 4

#### Who Is the Company Behind Call Criteria?

- **Seller:** [Call Criteria](https://www.g2.com/sellers/call-criteria)
- **HQ Location:** N/A
- **Twitter:** @CallCriteria  
428 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bb465e99dd91add80489fbf76b9e8a9cabd04932918976be27840f6c9f89fd41&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcall-criteria&secure%5Burl_type%5D=linkedin_company_website)  
65 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Small, 25% Large

#### What Are Recent G2 Reviews of Call Criteria?

**["They're doing a great job!"](https://www.g2.com/survey_responses/call-criteria-review-7080622)**

**Rating:** 4.0/5.0 stars

_— Destinee M._

[Read full review](https://www.g2.com/survey_responses/call-criteria-review-7080622)

**["It was really a user friendly"](https://www.g2.com/survey_responses/call-criteria-review-9927668)**

**Rating:** 5.0/5.0 stars

_— Abid H._

[Read full review](https://www.g2.com/survey_responses/call-criteria-review-9927668)

#### What Are G2 Users Discussing About Call Criteria?

- [What is the most important feature of controlling the quality of a call?](https://www.g2.com/discussions/what-is-the-most-important-feature-of-controlling-the-quality-of-a-call)
- [What does quality assurance do in a call center?](https://www.g2.com/discussions/what-does-quality-assurance-do-in-a-call-center) - 1 comment
- [What are the features of call center software?](https://www.g2.com/discussions/call-center-human-quality-assurance-what-are-the-features-of-call-center-software)

### [DialShree Predictive Dialer](https://www.g2.com/products/dialshree-predictive-dialer/reviews)

DialShree is a popular call centre solution that supports unified communication channels. It has a wide array of features. It is renowned for its 99.99% of SLA uptime. It is a highly scalable, robust, secure, and feature-rich solution, which is perfect to use for all scaled businesses and call centers. Our VoIP and telephony experts have implemented 900+ Omnichannel Communication Solutions across 10+ industries. BPO, KPO, Corporate Companies, Collection Agencies, Businesses, Telemarketing Companies, Call Centers, Banking, Healthcare, eCommerce, Automotive, Government DialShree has some futuristic add-ons to offer more consolidated call centre software to specific industries. Visit us @ https://elisiontec.com/products/contact-center-software/

**Average Rating:** 4.6/5.0

**Total Reviews:** 55

#### How Do G2 Users Rate DialShree Predictive Dialer?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.3/10)
- **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 DialShree Predictive Dialer?

- **Seller:** [Elision TechnoLab](https://www.g2.com/sellers/elision-technolab)
- **Year Founded:** 2007
- **HQ Location:** Gujarat, India
- **Twitter:** @elisiontec  
390 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=33a0d700b8a311fd768c8dfe614374c22eafb51550dce75ec64f3dcee3868c88&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Felision-technolab-llp&secure%5Burl_type%5D=linkedin_company_website)  
120 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Insurance, Education Management
- **Company Size:** 79% Medium, 14% Small

#### What Do G2 Reviewers Say About DialShree Predictive Dialer?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **agent productivity features** , like call barging and whisper options, enhancing support during calls.
- Users praise the **responsive customer support** of DialShree, enhancing their experience and resolving issues promptly.
- Users value the **daily use** of DialShree for its effective call barging and excellent customer support assistance.
- Users commend the **dialing features** of DialShree, particularly the barge and whisper options for enhanced support.
- Users appreciate the **recording features** of DialShree, enhancing call management and agent support during conversations.

##### Cons

- Users experience delays when switching extensions, highlighting **dialer issues** that impact workflow efficiency.
- Users experience **time delays when switching extensions** on DialShree, affecting their efficiency and workflow.
- Users report notable **time delays** when switching extensions, affecting their overall efficiency with DialShree Predictive Dialer.

#### What Are Recent G2 Reviews of DialShree Predictive Dialer?

**["Support"](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-9987552)**

**Rating:** 5.0/5.0 stars

_— Sanket S._

[Read full review](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-9987552)

**["Excellent Experience with DialShree Dialer – Highly Recommended"](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-10650350)**

**Rating:** 4.5/5.0 stars

_— Mifta S._

[Read full review](https://www.g2.com/survey_responses/dialshree-predictive-dialer-review-10650350)

#### What Are G2 Users Discussing About DialShree Predictive Dialer?

- [What is DialShree Predictive Dialer used for?](https://www.g2.com/discussions/what-is-dialshree-predictive-dialer-used-for)

### [Mirror](https://www.g2.com/products/whatfix-mirror/reviews)

Mirror enables customer-facing teams with a unified, immersive training experience that pairs simulation system training and AI conversational roleplay with in-app guidance.

**Average Rating:** 4.8/5.0

**Total Reviews:** 5

#### How Do G2 Users Rate Mirror?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Mirror?

- **Seller:** [Whatfix](https://www.g2.com/sellers/whatfix)
- **Year Founded:** 2013
- **HQ Location:** San Jose, CA
- **Twitter:** @whatfix  
3,096 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=54da0ef74f062ef7e35deab55bba9292703a8810e855b363c3924d1089e5d97e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2058906%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,115 employees on LinkedIn®

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Mirror, facilitating smooth learning without the risks of real-time execution.
- Users appreciate the **interactive content** of Mirror, facilitating safe practice and self-study in a worry-free environment.
- Users appreciate the **realistic practice environment** provided by Mirror, enhancing learning without dealing with live data.
- Users find the **self-study resources** invaluable, enabling effective practice without risking live data interference.
- Users value the **experience improvement** offered by Mirror, facilitating practice without the stress of real-time execution.

##### Cons

- Users face **bug issues** that cause slowdowns and provide limited progress details for Mirror flow creation.
- Users experience **poor reporting** with Mirror, finding progress updates slow and lacking in detail.
- Users experience **slow performance** with Mirror, facing technical glitches and inadequate progress reporting during flow creation.

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

**["Outstanding Tool with Exceptional Support"](https://www.g2.com/survey_responses/mirror-review-12608679)**

**Rating:** 5.0/5.0 stars

_— Ani C._

[Read full review](https://www.g2.com/survey_responses/mirror-review-12608679)

**["Effortless, Safe Practice with Realistic App Experience"](https://www.g2.com/survey_responses/mirror-review-12038771)**

**Rating:** 4.5/5.0 stars

_— Daniel S._

[Read full review](https://www.g2.com/survey_responses/mirror-review-12038771)

### [NobelBiz OMNI+](https://www.g2.com/products/nobelbiz-omni/reviews)

The NobelBiz OMNI+ cloud call center solution is our software product designed to be fully compatible with our carrier network, taking it to new heights of performance. NobelBiz OMNI+ has a unique blend of capabilities: from Omnichannel, Impressive API integrations, and fast implementation, to simple cross-channel campaign setup and remote work, to name but a few. NobelBiz OMNI+ is a true customizable powerhouse of productivity that integrates all main functions of a complete cloud contact center solution. Besides an impressive selection of built-in applications such as a complete IVR builder and compliance tools, it boasts an intuitive agent interface and a customizable supervisor dashboard. Last but not least, NobelBiz OMNI+ is that it can deploy real omnichannel capabilities, integrating a series of novel channels such as Facebook, WhatsApp, or Telegram, among others.

**Average Rating:** 4.8/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate NobelBiz OMNI+?

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.3/10)

#### Who Is the Company Behind NobelBiz OMNI+?

- **Seller:** [NobelBiz](https://www.g2.com/sellers/nobelbiz)
- **Year Founded:** 2005
- **HQ Location:** Cheyenne, WY
- **Twitter:** @NobelBiz  
569 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=422c935e4ef3acba45518414a31809026e042ebd0598cbf1a04e5e7f955d3ad5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnobelbiz-inc-%2F&secure%5Burl_type%5D=linkedin_company_website)  
35 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Medium, 33% Small

#### What Are Recent G2 Reviews of NobelBiz OMNI+?

**["Dialer is smooth Nobel like the name itself"](https://www.g2.com/survey_responses/nobelbiz-omni-review-7307800)**

**Rating:** 5.0/5.0 stars

_— Smita P._

[Read full review](https://www.g2.com/survey_responses/nobelbiz-omni-review-7307800)

**["We added Human call initiator feature to our dialing strategy without braking the bank"](https://www.g2.com/survey_responses/nobelbiz-omni-review-7968334)**

**Rating:** 5.0/5.0 stars

_— Carlos B._

[Read full review](https://www.g2.com/survey_responses/nobelbiz-omni-review-7968334)

#### What Are G2 Users Discussing About NobelBiz OMNI+?

- [What is NobelBiz OMNI+ used for?](https://www.g2.com/discussions/what-is-nobelbiz-omni-used-for) - 1 comment

### [Vaani: An Omni channel contact center solution](https://www.g2.com/products/vaani-an-omni-channel-contact-center-solution/reviews)

VAANI is an innovative product that provides an omnichannel solution for contact centers. VAANI aims to provide custom call center solutions for simplifying businesses through enhancing their CX and providing accelerated sales engagement. It provides mobility for accessing the cloud contact center software through any of the devices and browsers. Equipped with all the modes of communication, it brings the right resources and insights that help improve faster in the business cycle.

**Average Rating:** 5.0/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Vaani: An Omni channel contact center solution?

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

#### Who Is the Company Behind Vaani: An Omni channel contact center solution?

- **Seller:** [Eureka Digitisation and Automation Services](https://www.g2.com/sellers/eureka-digitisation-and-automation-services)
- **Year Founded:** 2020
- **HQ Location:** Thane, IN
- **Twitter:** @eDAS\_Automation  
104 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=610706cf96dbf07a5625637ba42588fc8a3028dc8831cc8dada3d325e7eb843d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fedastech&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Large, 33% Small

#### What Are Recent G2 Reviews of Vaani: An Omni channel contact center solution?

**["All-in-one dialer solution for all industries"](https://www.g2.com/survey_responses/vaani-an-omni-channel-contact-center-solution-review-7611973)**

**Rating:** 5.0/5.0 stars

_— Verified User in Writing and Editing_

[Read full review](https://www.g2.com/survey_responses/vaani-an-omni-channel-contact-center-solution-review-7611973)

**["Helpful and exactly we wanted for our process."](https://www.g2.com/survey_responses/vaani-an-omni-channel-contact-center-solution-review-5376824)**

**Rating:** 5.0/5.0 stars

_— Shweta W._

[Read full review](https://www.g2.com/survey_responses/vaani-an-omni-channel-contact-center-solution-review-5376824)

#### What Are G2 Users Discussing About Vaani: An Omni channel contact center solution?

- [What is Vaani: An Omni channel contact center solution used for?](https://www.g2.com/discussions/what-is-vaani-an-omni-channel-contact-center-solution-used-for)

### [Verint Workforce Management Professional (formerly Verint Monet)](https://www.g2.com/products/verint-workforce-management-professional-formerly-verint-monet/reviews)

Verint Monet WFO, by Verint Monet is an effective and easy to adopt cloud-based workforce optimization solution that includes workforce management, quality management, performance management and analytics, all in one integrated platform. Verint Monet WFM: Create more accurate forecasts, develop more effective call center schedules and increase agent adherence Workforce Management for Salesforce — Provides an advanced omnichannel WFM solution directly from Salesforce. Agents can access essential workforce management information such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts, all while never leaving their Salesforce screen Quality Management – Increase productivity, provide better customer service & comply with legal requirements. Evaluate customer interaction identify coaching opportunities and customer experience detractors. Performance Management – Easily track, analyze and manage agent, group and center performance to optimize customer service. Customers can quickly and easily optimize all aspects of their workforce with one cost effective solution that is easy to implement in 30 to 60 days, delivers rapid payback and is very IT friendly through its secure cloud-based model. Verint Monet has helped many contact centers deliver great customer service and experiences while gaining better insights and cost management.

**Average Rating:** 4.0/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate Verint Workforce Management Professional (formerly Verint Monet)?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Verint Workforce Management Professional (formerly Verint Monet)?

- **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:** 74% Medium, 26% Large

#### What Do G2 Reviewers Say About Verint Workforce Management Professional (formerly Verint Monet)?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **easy integrations** with various ACD sources, enhancing connectivity with their existing systems.
- Users appreciate the **easy integrations** with various third-party ACD sources and other business solutions.
- Users appreciate the **seamless CRM integration** with Salesforce and 8x8, enhancing overall efficiency and workflow.
- Users value the **quick response times** of Verint Workforce Management, enhancing agent request handling efficiency.

##### Cons

- Users find the **agent scheduling process time-consuming** and wish for a more streamlined experience with fewer clicks.
- Users find the **complexity** of Verint Workforce Management Professional confusing, needing automation and AI for improvement.
- Users find the **inadequate AI capabilities** of Verint Workforce Management Professional lead to complexity and confusion in operations.
- Users find **limited options** for request management in Verint Workforce Management, along with insufficient app support.
- Users report **missing features** like limited request management and inadequate app support in Verint Workforce Management Professional.

#### What Are Recent G2 Reviews of Verint Workforce Management Professional (formerly Verint Monet)?

**["Verint Monet WFM"](https://www.g2.com/survey_responses/verint-workforce-management-professional-formerly-verint-monet-review-10296006)**

**Rating:** 4.0/5.0 stars

_— Verified User in Telecommunications_

[Read full review](https://www.g2.com/survey_responses/verint-workforce-management-professional-formerly-verint-monet-review-10296006)

**["Verint WFM configuration consultant"](https://www.g2.com/survey_responses/verint-workforce-management-professional-formerly-verint-monet-review-10536301)**

**Rating:** 5.0/5.0 stars

_— Verified User in Computer & Network Security_

[Read full review](https://www.g2.com/survey_responses/verint-workforce-management-professional-formerly-verint-monet-review-10536301)

#### What Are G2 Users Discussing About Verint Workforce Management Professional (formerly Verint Monet)?

- [Does Verint have an API?](https://www.g2.com/discussions/does-verint-have-an-api)
- [What is Verint workforce?](https://www.g2.com/discussions/what-is-verint-workforce)
- [How does Verint WFM work?](https://www.g2.com/discussions/verint-monet-workforce-engagement-how-does-verint-wfm-work)
- [What is Verint software used for?](https://www.g2.com/discussions/verint-monet-workforce-engagement-what-is-verint-software-used-for)

### [VisualCue](https://www.g2.com/products/visualcue/reviews)

VisualCue provides a platform that transforms data from numbers into intuitive, iconic representations that harness the power of human sight and allow anyone to gain tactical, actionable insights.

**Average Rating:** 3.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate VisualCue?

- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 9.2/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 5.8/10 (Category avg: 8.8/10)

#### Who Is the Company Behind VisualCue?

- **Seller:** [VisualCue](https://www.g2.com/sellers/visualcue)
- **Year Founded:** 2007
- **HQ Location:** Provo, US
- **Twitter:** @VisualCue  
556 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ca42666c1b1f4e9e474b491e9e3dc28e01ec121d3ace6df11f41bd541329cd81&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1982071&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Medium, 33% Large

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

**["See complex data sets in action"](https://www.g2.com/survey_responses/visualcue-review-9852549)**

**Rating:** 4.5/5.0 stars

_— Arnaud B._

[Read full review](https://www.g2.com/survey_responses/visualcue-review-9852549)

**["Timely Intelligence for Sharing Insights for Business Development"](https://www.g2.com/survey_responses/visualcue-review-9836395)**

**Rating:** 4.5/5.0 stars

_— Epham D._

[Read full review](https://www.g2.com/survey_responses/visualcue-review-9836395)

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

ConvoZen is an enterprise-grade Unified Conversational Agent Platform that turns conversations into outcomes on a single AI Agent Stack. Built on proprietary STT and TTS models that beat all the prominent benchmarks, Voice Agents handle inbound and outbound conversations across regional languages, while the AI Copilot works alongside human agents in real time and Supervisor Agents give team leads full visibility across every interaction. Together they help contact centers improve productivity by 10x, with 100% of conversations scored, checked for compliance, and turned into actionable intelligence.

**Average Rating:** 4.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate ConvoZen.AI?

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

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

- **Seller:** [NoBroker Technologies Pvt Ltd](https://www.g2.com/sellers/nobroker-technologies-pvt-ltd)
- **Year Founded:** 2021
- **HQ Location:** Bengaluru East, IN
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bf46419b085511540bee73d414ea42c9604f0fb7be8a7ab31ca269c6e0fa0e16&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fconvozen-ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
26 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Medium, 50% Large

#### What Do G2 Reviewers Say About ConvoZen.AI?

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **auditing efficiency** of ConvoZen.AI, significantly enhancing agent performance and customer interaction insights.
- Users highlight the **excellent customer support** and product training that enhance their experience with ConvoZen.AI.
- Users value the **customization options** of ConvoZen.AI, enhancing their experience and meeting specific business needs.
- Users find the **ease of use** of ConvoZen.AI highly beneficial for seamless communication experiences.
- Users appreciate the **easy integrations** with CRM, enhancing business value and user-friendly experience.

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

**["Incredibly useful for quality assurance"](https://www.g2.com/survey_responses/convozen-ai-review-10312131)**

**Rating:** 5.0/5.0 stars

_— Rimlee P._

[Read full review](https://www.g2.com/survey_responses/convozen-ai-review-10312131)

**["Must have conversational analytical tool for Enterprise and mid size companies"](https://www.g2.com/survey_responses/convozen-ai-review-8738546)**

**Rating:** 4.5/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/convozen-ai-review-8738546)

### [Cotera OS](https://www.g2.com/products/cotera-os/reviews)

Cotera is the fastest way to build an AI agent. With Cotera, top teams (like Bilt Rewards, Coterie, Peloton, and Skims) are building AI agents and workflows, automating their complex, high-frequency tasks & processes, saving time and driving major gains on the balance sheet and with customer experiences. Create an agent by typing instructions like you would to a co-worker. Then give it access to hundreds of tools, and watch it work. With first-of-its-kind controls, you not only get an extremely EASY TO USE platform, but: - consistent results - can see what your agent did and why - can set cost controls on agents and processes

**Average Rating:** 4.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Cotera OS?

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

#### Who Is the Company Behind Cotera OS?

- **Seller:** [Cotera](https://www.g2.com/sellers/cotera)
- **Year Founded:** 2022
- **HQ Location:** New York, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=fe93109e955fa6e2d34f66b6c82d616fa60a463cb8a0094d58d0a1286671e8ac&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcoterahq%2F&secure%5Burl_type%5D=linkedin_company_website)  
17 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Medium

#### What Do G2 Reviewers Say About Cotera OS?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customer insights** from Cotera OS, enabling real-time data aggregation for improved operations and decision-making.
- Users praise Cotera OS for its **automation capabilities** that significantly enhance efficiency and streamline workflows across departments.
- Users praise the **phenomenal customer support** from Cotera, highlighting their effectiveness in resolving major initiatives and issues.
- Users praise Cotera OS for its **efficient data management** , enabling real-time insights and enhancing team collaboration.
- Users find **setup easy and quick** with Cotera OS, enabling seamless integration and efficient team collaboration.

##### Cons

- Users note that Cotera OS is not fully self-service, relying on a **data scientist for support** during setup.
- Users find the **inadequate AI capabilities** of Cotera OS limit their self-service experience and require additional support.

#### What Are Recent G2 Reviews of Cotera OS?

**["Such a powerful tool"](https://www.g2.com/survey_responses/cotera-os-review-10886216)**

**Rating:** 4.5/5.0 stars

_— Sean C._

[Read full review](https://www.g2.com/survey_responses/cotera-os-review-10886216)

**["Game Changing Tool"](https://www.g2.com/survey_responses/cotera-os-review-10771941)**

**Rating:** 5.0/5.0 stars

_— Taryn O._

[Read full review](https://www.g2.com/survey_responses/cotera-os-review-10771941)

### [EmberQA](https://www.g2.com/products/emberqa/reviews)

EmberQA is an AI-powered Quality Assurance platform that helps contact centers automatically score 100% of customer interactions (calls, chats, and documents) using their own QA rubrics. Instead of manually reviewing a small sample of calls, EmberQA evaluates every conversation in real time, highlights compliance risks, and provides actionable coaching insights to improve agent performance. With customizable scorecards, intuitive dashboards, and seamless integrations with leading telephony and CRM platforms, EmberQA gives operations teams complete visibility into quality and performance, saving supervisors hours each week while improving customer experience and consistency across the organization.

**Average Rating:** 5.0/5.0

**Total Reviews:** 2

#### How Do G2 Users Rate EmberQA?

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

- **Seller:** [EmberQA](https://www.g2.com/sellers/emberqa)
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=06db853121cd43b5253c17a8376ca917a75e94beb3646c81996ef7a71f5ccc1f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Femberqa%2F&secure%5Burl_type%5D=linkedin_company_website)

#### Who Uses This Product?

- **Company Size:** 100% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **AI-powered detection** in EmberQA, significantly enhancing their QA metrics and alert capabilities.
- Users value the **automation capabilities** of EmberQA, which significantly enhance their QA metrics and efficiencies.
- Users value the **AI-powered Red Flag alerts** in EmberQA that easily detect customer frustration without complex configurations.

##### Cons

- Users wish for a **dark theme** in EmberQA to reduce eye strain during late-night work sessions.

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

**["Powerful Red Flag Alerts in EmberQA"](https://www.g2.com/survey_responses/emberqa-review-11810283)**

**Rating:** 5.0/5.0 stars

_— Riley A._

[Read full review](https://www.g2.com/survey_responses/emberqa-review-11810283)

**["Insurance Agency Love it"](https://www.g2.com/survey_responses/emberqa-review-11816851)**

**Rating:** 5.0/5.0 stars

_— Jeff S._

[Read full review](https://www.g2.com/survey_responses/emberqa-review-11816851)

### [Fin](https://www.g2.com/products/fin-2021-05-13/reviews)

Fin’s process instrumentation and analytics software builds a complete picture of your entire team’s work across all applications, so you can drive process, tooling, and coaching improvements, and clearly track the impact of your changes. Our browser plugin automatically logs the full clickstream of every team member's work and enriches your event stream with case records, video, and audio recordings to build a complete and real-time dataset of your operations. Get the missing data set your organization needs to connect the dots between process and outcomes and scientifically optimize the quality and efficiency of customer support.

**Average Rating:** 3.3/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Fin?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Fin?

- **Seller:** [Fin](https://www.g2.com/sellers/fin)
- **Year Founded:** 2019
- **HQ Location:** San Francisco, US
- **Twitter:** @betterwithfin  
1,024 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1b5ecc5257008cb10a273cee4d455b421d0c255a7398113c18bbb4cfa8edbf9b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbetterwithfin%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Large, 33% Medium

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

**["Reliable Business Intelligence Solution"](https://www.g2.com/survey_responses/fin-review-4971258)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/fin-review-4971258)

**["Optimize the process efficiency"](https://www.g2.com/survey_responses/fin-review-6905364)**

**Rating:** 4.5/5.0 stars

_— Smriti C._

[Read full review](https://www.g2.com/survey_responses/fin-review-6905364)

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

- [What are the features of accounting software?](https://www.g2.com/discussions/fin-what-are-the-features-of-accounting-software)
- [What is financial software used for?](https://www.g2.com/discussions/what-is-financial-software-used-for)
- [What are three features of an integrated financial management system?](https://www.g2.com/discussions/what-are-three-features-of-an-integrated-financial-management-system)

### [Kaizo](https://www.g2.com/products/kaizo/reviews)

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:** 5.0/5.0

**Total Reviews:** 2

#### How Do G2 Users Rate Kaizo?

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

#### Who Is the Company Behind Kaizo?

- **Seller:** [Kaizo](https://www.g2.com/sellers/kaizo-bb41d4b0-ab1c-4f99-b5af-b007a9a19b23)
- **Year Founded:** 2018
- **HQ Location:** Amsterdam, NL
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f10dd5f43992de992df44169553a5fdb57f608a8605bfb4b82b807843423b655&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkaizohq&secure%5Burl_type%5D=linkedin_company_website)  
25 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

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

**["A dynamic, user-friendly tool for effective and efficient performance management!"](https://www.g2.com/survey_responses/kaizo-review-8000230)**

**Rating:** 5.0/5.0 stars

_— Jessica S._

[Read full review](https://www.g2.com/survey_responses/kaizo-review-8000230)

**["Exceptional tool for team performance and fun ground-breaking Gamification proposal."](https://www.g2.com/survey_responses/kaizo-review-8017992)**

**Rating:** 5.0/5.0 stars

_— Andrea M._

[Read full review](https://www.g2.com/survey_responses/kaizo-review-8017992)

### [MyQuality](https://www.g2.com/products/myquality/reviews)

A quality call monitoring solution to help you understand trends and data and improve your customer service!

**Average Rating:** 4.8/5.0

**Total Reviews:** 2

#### Who Is the Company Behind MyQuality?

- **Seller:** [Accenture](https://www.g2.com/sellers/accenture)
- **Year Founded:** 1989
- **HQ Location:** Dublin, Ireland
- **Twitter:** @Accenture  
515,103 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7eb30815b1ec7f09cf0efa6b09fb00ef00bf2d97ebbb5dbc86fc5d0cd8cc8a69&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Faccenture&secure%5Burl_type%5D=linkedin_company_website)  
691,898 employees on LinkedIn®
- **Ownership:** NYSE:ACN

#### Who Uses This Product?

- **Company Size:** 100% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of MyQuality, finding it straightforward and beginner-friendly for newcomers.
- Users value the **easy implementation** of MyQuality, appreciating its affordability and straightforward setup for new subscribers.
- Users value the **easy integrations** of MyQuality, enhancing their workflows with seamless connectivity to various systems.
- Users value the **flexibility of workflows** in MyQuality, benefiting from crystal clear voice and easy system integration.

##### Cons

- Users find the **reporting capabilities inadequate** , limiting insights and causing frustration in data analysis.

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

**["Maximizing Call Center Strenght with MyQuality"](https://www.g2.com/survey_responses/myquality-review-11241137)**

**Rating:** 5.0/5.0 stars

_— Shadab S._

[Read full review](https://www.g2.com/survey_responses/myquality-review-11241137)

**["The Reliable and Digital Solution for Documenting Issues."](https://www.g2.com/survey_responses/myquality-review-10447240)**

**Rating:** 4.5/5.0 stars

_— Moris F._

[Read full review](https://www.g2.com/survey_responses/myquality-review-10447240)

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- [Call Center Infrastructure (CCI)](/categories/call-center-infrastructure-cci)
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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

Show More