Best Contact Center Quality Assurance Software - Page 8

Provana Speech Analytics

Our call center speech analytics (ICAP - Integrated Call Analytics Platform) offers AI-powered call monitoring that’s significantly more affordable than the competition. Partnering with CallMiner, we’ve built a speech analytics platform that automatically monitors and objectively scores every call, providing deep insight into which calls to focus on and drastically reducing the need for internal monitoring. ICAP's innovative features help transform your call center by increasing productivity and decreasing costs, providing affordable cutting-edge technology to companies of all sizes. Beyond the automation and ease it brings to call center monitoring, ICAP® can help improve productivity, performance and profitability by: Gathering larger data sets, allowing you to identify trends faster Improving call quality and customer relationships Increasing call volume per agent by 20% Identifying winning methods that can be turned into best practices Eliminating the time spent manually monitoring calls and providing feedback Reducing customer complaints by 50%

Average Rating: 4.7/5.0

Total Reviews: 3

Quality Assurance

BeyondQA is an AI-powered quality management platform for contact centers, offering automated call audits, agent coaching, speech analytics, and customer experience insights—enabling organizations to scale QA without adding internal overhead.

Average Rating: 5.0/5.0

Total Reviews: 1

Samespace

Build on cutting-edge Internet technologies and design thinking principles, Samespace elates customer experience, increases agent productivity and saves a ton of money. We seamlessly integrate into any CRM to make your contact center agile and adaptable and to make your sales and support teams more productive with automation and streamlined workflows. The solution includes Dialer, IVR, webchat and on-net calls, and AI-powered analytics in one package.

Average Rating: 5.0/5.0

Total Reviews: 3

Sense

Sense is an AI-powered conversation intelligence and quality assurance software platform designed to analyse customer phone calls and support performance management, compliance monitoring, and agent development. Sense automatically transcribes and analyses 100% of customer calls, removing the need for manual sampling or selective call reviews. Using configurable AI models, the platform evaluates conversations against defined quality metrics, compliance requirements, sentiment indicators, and behavioural criteria. This enables organisations to apply consistent quality standards across all customer interactions. The platform is used by sales teams, customer service teams, contact centres, and regulated organisations that rely on phone-based communication. Sense supports both agent-facing and manager-facing workflows. For agents, it provides structured feedback shortly after calls complete, including call summaries, identified follow-up actions, and suggested next steps. For managers and QA teams, Sense offers detailed visibility into call performance, trends, and compliance outcomes through reporting dashboards and alerts. Sense can be configured by call type, department, brand, and agent role, allowing different scoring frameworks to be applied to inbound sales calls, outbound calls, service enquiries, complaints, or administrative interactions. Compliance checks are defined by the organisation and reviewed automatically on every call, with clear reasoning provided for pass, fail, or partial outcomes. Behaviour and sentiment analysis help teams understand how customers respond emotionally and cognitively during conversations. The platform integrates with phone systems and CRMs, enabling call data, summaries, and insights to fit into existing operational workflows. Reporting tools provide aggregated views of performance over time, including call volumes, durations, average scores, and trends at agent, team, department, or brand level. Alerts can be configured to notify managers of events such as low scores, repeated compliance issues, or complaint-related calls. Sense is designed to support objective quality assurance, scalable call monitoring, and data-driven coaching without increasing manual review workload. Key features include: AI-based transcription and analysis of 100% of calls Configurable QA scorecards and compliance checks Call summaries, follow-up actions, and agent feedback Performance reporting and trend analysis Behaviour and sentiment insights Integrations with phone systems and CRMs

Average Rating: 5.0/5.0

Total Reviews: 1

Spade

Spade is a cloud based Quality Monitoring tool to measure the Quality of voice and non-voice interactions between your customer and Front Line Staff at your contact centers

Average Rating: 4.0/5.0

Total Reviews: 1

Summatti

Summatti helps business get real-time actionable insights & automate quality control on all customer interactions Customer Experience Identify issues, patterns, predict escalations & trigger alerts in real-time to mitigate service interruptions. Agent Performance Know & track how each member of your team is doing & help them when they need you. Quality Control Increase quality control to 100% of interactions & exceed your compliance & SLA standards. Real-time Alerts Save your money & time by getting real-time alerts to manage your team, whether they're on-site or remote.

Average Rating: 4.3/5.0

Total Reviews: 2

Zoom Workforce Engagement Management

Empower your team with AI-first Workforce Engagement Management. Enable high-quality interactions and compliance with organizational standards, and get critical insights that help you maintain optimal staffing levels with Zoom Quality Management and Workforce Management. Uncover critical business insights with speech and text analytics and evaluate your customer service interactions with AI so supervisors can focus on coaching.

Average Rating: 5.0/5.0

Total Reviews: 1

Aceyus

Aceyus provides enterprise and mid-market companies contact center solutions designed to elevate and enhance the customer experience through real-time contact center dashboards and reporting. We stitch together call center data, WFM, CRM and omnichannel data, among others, to provide customer experience teams with the real-time data they need to make effective and agile decisions. In business since 2002, Aceyus has provided the world's biggest brands and government agencies with the data they need to ensure efficient contact center operation.

Average Rating: 5.0/5.0

Total Reviews: 1

AgenTrak

AI Based Auto Audit

Automation & insights of “Voice of Customer” Automate your call monitoring process with intuitive Contiinex Auto Audit Combining voice to text and speech analytics with AI & machine learning capabilities to extract critical business insights from every customer conversation Monitor 100% of customer conversations, flag & reduce any Compliance & Risk Vulnerabilities real time

AI-Powered CX Audits & Training

Evalyn is an AI-powered platform that delivers rapid, accurate customer experience (CX) audits and tailored training recommendations. Designed for mystery shopping firms, call centers, and customer service teams, Evalyn automates the review of calls, chats, and surveys to uncover actionable insights. With Evalyn, businesses receive structured evaluations, trend analysis, and coaching-ready feedback, skipping manual review. Whether you’re looking to scale quality assurance or train agents more effectively, Evalyn’s AI handles the heavy lifting, ensuring your team stays compliant, efficient, and aligned with brand standards.

AI QMS by Omind

AI QMS by Omind is an AI-powered call center quality management software that automates QA processes across voice and digital channels. Designed for BPOs and customer service teams, it replaces manual evaluations with real-time, AI-driven interaction scoring, sentiment analysis, and compliance monitoring. Using Natural Language Processing (NLP) and speech analytics, AI QMS evaluates up to 100% of customer interactions—analyzing tone, intent, empathy, and script adherence with precision. The platform enables supervisors to access automated QA reports, detect coaching needs, and maintain consistent service quality without manual sampling or time-intensive reviews.

Arya

Arya is an advanced AI engine built to optimize business operations, enhance customer experience, and drive intelligent decision-making. Inspired by Aryabhata’s precision and analytical foresight, Arya empowers organizations with actionable insights, automated workflows, and predictive intelligence to improve efficiency and performance across teams. Key Capabilities: Quality Auditor: Analyzes agent-customer interactions with structured scoring to ensure compliance, communication quality, and training accuracy. Co-Pilot: Integrates with CRM and IVR platforms to assist agents with real-time call summaries, and SOP guidance. Coach: Delivers personalized AI-driven coaching focused on tone, pronunciation, and soft-skill enhancement to improve service excellence. Digital Cockpit: Predicts KPIs such as CSAT and NPS, monitors workload distribution, and supports data-driven resource management. Voice of Customer: Aggregates feedback and predictive insights to refine products and identify emerging market trends. Benefits: Enhances customer satisfaction through real-time insights and continuous service improvement. Increases operational efficiency by automating repetitive tasks and improving process visibility. Boosts workforce productivity with AI-powered coaching and intelligent assistance. Supports data-driven decision-making with predictive analytics and integrated dashboards.

Aspect Quality

Aura365