# Best Contact Center Quality Assurance Software - Page 9 ## 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** ### ReflexAI Prepare is an advanced AI-driven training platform designed to revolutionize how contact center representatives develop their skills. Specifically tailored for organizations managing high-stakes and sensitive conversations, Prepare offers immersive, voice-based simulations that replicate real-world scenarios, empowering agents to build confidence, enhance empathy, and improve outcomes. The platform is particularly beneficial for industries such as behavioral health, healthcare, and customer service, where effective communication is crucial. By providing realistic training environments, Prepare allows representatives to engage in dynamic roleplays that adapt to the flow of conversation, enabling them to navigate complex or emotionally charged interactions with greater ease. This adaptability ensures that agents are not only prepared for a variety of situations but also able to respond appropriately under pressure. One of the standout features of Prepare is its actionable feedback system. After each simulation, users receive detailed performance insights, including evaluations of tone, phrasing, and adherence to best practices. This feedback is essential for fine-tuning skills and ensuring consistent service quality. The platform’s focus on voice-based learning further distinguishes it from traditional training methods, as it allows representatives to practice in an interactive, speech-enabled environment that closely mimics live calls. Prepare also offers tailored scenarios that can be customized to reflect an organization’s unique needs, protocols, and audience demographics. This flexibility ensures that training is relevant and applicable, enhancing the learning experience. Additionally, the platform emphasizes skill development in critical areas such as active listening, de-escalation, and empathy, all while maintaining compliance with industry standards. The benefits of using Prepare extend beyond just skill enhancement. The platform equips teams with the tools and confidence needed to handle any situation with professionalism and care. It also supports scalable training, allowing organizations to provide consistent, high-quality training for teams of any size without the logistical hurdles often associated with traditional training methods. Engaging, practical simulations lead to improved knowledge retention, and data-driven insights enable organizations to track individual and team progress over time, identifying strengths, gaps, and growth opportunities. Overall, Prepare stands out as a comprehensive training solution that prepares contact center representatives to deliver exceptional experiences and positive outcomes in their 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=2026-08-08T21%3A33%3A33Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1361149&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%3D9&secure%5Btoken%5D=e01c04d0a2ce0ac4749e22c3312e28561ddb6007a737a9d53775749b22d1bad7&secure%5Burl%5D=https%3A%2F%2Fwww.reflexai.com%2Findustries%2Fcontact-centers%3Futm_source%3Dg2%26utm_medium%3Dpaid-referral%26utm_campaign%3D26Q3-G2-Paid%26utm_term%3Dcategory%26utm_content%3Dcontact-center-qa&secure%5Burl_type%5D=paid_promos) ### [CallMiner OmniAgent](https://www.g2.com/products/callminer-omniagent/reviews) CallMiner OmniAgent is a virtual AI agent software solution that automates customer interactions using AI-driven conversation intelligence, enabling organizations to deliver faster, more consistent, and more cost-efficient service across voice and digital channels. CallMiner OmniAgent is a contact center and customer experience solution that leverages customer service automation and AI-powered virtual agent technology to streamline and enhance customer interactions. It is designed for contact center leaders, experience management professionals, and organizations seeking to scale customer engagement without sacrificing quality or compliance. Traditional customer service models that rely solely on human agents can suffer from slower response times, inconsistent service, and higher operational costs. CallMiner OmniAgent addresses these challenges by combining automation with conversation intelligence, enabling seamless, on-brand, and compliant interactions. The platform’s omnichannel capabilities support both voice and digital touchpoints, providing human-like communication that reduces errors and improves customer satisfaction. CallMiner OmniAgent’s technology interprets natural language across spoken and written formats, understands customer intent and context, and responds immediately, with smooth escalation to live agents when necessary. Its support for inbound and outbound use cases—such as debt collection, appointment scheduling, and information requests—makes it suitable for a wide range of industry applications. Key features and capabilities: - Omnichannel support: Voice and digital interactions with context-aware processing, rich media support, and seamless escalation to live agents. Natural Language Processing (NLP): Interprets and responds to conversational inputs for more intuitive engagement. - Inbound and outbound automation: Handles tasks like debt collection, scheduling, and follow-up communications efficiently. - Call routing and integration: Connects customers to the right agent and integrates with CRM, CCaaS, and other systems to improve workflow. - Performance management: Customizable analytics dashboards for optimizing virtual agent performance. By automating high-volume and complex customer service processes, CallMiner OmniAgent reduces operational costs, frees human agents to focus on higher-value work, and delivers consistent experiences that meet modern customer expectations, including self-service options. Its flexible dialogue flow designer and integration capabilities allow organizations to personalize interactions based on external data sources, ensuring every conversation feels relevant and informed. CallMiner OmniAgent is a scalable solution for organizations and contact centers looking to improve resolution speed, service quality, and operational efficiency, while gaining actionable insights from every customer interaction. **Average Rating:** 4.2/5.0 **Total Reviews:** 14 #### How Do G2 Users Rate CallMiner OmniAgent? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) #### Who Is the Company Behind CallMiner OmniAgent? - **Seller:** [CallMiner](https://www.g2.com/sellers/callminer) - **Company Website:** callminer.com - **Year Founded:** 2002 - **HQ Location:** Waltham, MA - **Twitter:** @CallMiner 3,247 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=82ec66eee5e03b165a68774a693053d10480f26402a02be3befe95b6250fead1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F42084%2F&secure%5Burl_type%5D=linkedin_company_website) 337 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 47% Medium, 40% Large #### What Are Recent G2 Reviews of CallMiner OmniAgent? **["Versatile Voicebot Solution with Stellar Support"](https://www.g2.com/survey_responses/callminer-omniagent-review-12579265)** **Rating:** 5.0/5.0 stars _— Barbora K._ [Read full review](https://www.g2.com/survey_responses/callminer-omniagent-review-12579265) **["Innovative and Intuitive"](https://www.g2.com/survey_responses/callminer-omniagent-review-12825762)** **Rating:** 4.0/5.0 stars _— Tereza G._ [Read full review](https://www.g2.com/survey_responses/callminer-omniagent-review-12825762) ### [Call Mirror](https://www.g2.com/products/call-mirror/reviews) Call Mirror is a call evaluation service that stress-tests how a business's front desk and sales team handle inbound prospect calls. Caller personas place realistic calls posing as real customers — a med spa lead pricing a treatment, a patient trying to book an appointment, a shopper at a car dealership — then every call is scored against a detailed rubric and returned the same day as a shareable report with the recording and specific coaching recommendations. Beyond one-off evaluations, Call Mirror is building the benchmark for front-desk performance: aggregate, category-level standards that let a business see how its phone handling compares, not just how it scored. Built for med spas, dental and medical practices, plumbers, car dealerships, and other appointment-driven businesses, and delivered as a monthly subscription through an online client portal. #### Who Is the Company Behind Call Mirror? - **Seller:** [Call Mirror](https://www.g2.com/sellers/call-mirror) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Castel Detect QA/QM](https://www.g2.com/products/castel-detect-qa-qm/reviews) Castel Detect QA/QM automates your contact center’s Quality Assurance/Quality Management (QA/QM) process to yield significant cost savings. Our automated speech analytics approach streamlines the QA/QM process, enhancing agent productivity and customer service. #### Who Is the Company Behind Castel Detect QA/QM? - **Seller:** [Castel Communications](https://www.g2.com/sellers/castel-communications) - **Year Founded:** 1982 - **HQ Location:** Buffalo, US - **Twitter:** @castelcomm 50 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=09307c6a5bba451d0847fbb31e920aa7f15cc09f37e1629290a163f0f794e0b1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcastel-communications-llc&secure%5Burl_type%5D=linkedin_company_website) 35 employees on LinkedIn® ### [Compass](https://www.g2.com/products/chordia-compass/reviews) Compass by Chordia is a conversation intelligence solution built on the Customer Thread: a persistent, evidence-based record of every interaction with a customer, woven together across every channel where the conversation happens. Voice, chat, email, and meetings all evaluated against the same standard, connected to the same customer. Compass connects to existing CCaaS, CRM, help desk, video conferencing, and VoIP systems including Five9, Nextiva, NiCE, HubSpot, Salesforce, Zoom, Microsoft Teams, Google Meet, RingCentral, and more. Deployment takes days, not months, using prebuilt connectors and requiring no custom data pipelines. Built for customer experience, compliance, and revenue organizations that need every interaction reviewed, not just a sample. This includes sales, customer success, support, and contact center teams in regulated and high-volume customer-interaction industries. One standard for human and AI agents. Compass evaluates AI agents against the same criteria as human agents, so quality and compliance don't drop as teams shift work to automation. Key capabilities: • The Customer Thread as the foundation. Every call, chat, email, and meeting with a customer is woven into one continuous view. See the full arc from first inbound call through onboarding, support, coaching, compliance checks, and renewal, not just the last interaction. • One truth across every channel. A complaint on a call Monday, a support ticket Tuesday, an email Wednesday, all evaluated on the same rubric. A pattern spotted in one channel counts everywhere the customer showed up. • Every finding traces to the exact moment. No blackbox scores. Every insight, coaching cue, and compliance flag points to the specific time in the transcript where it happened. Defensible in a QA calibration, a compliance audit, or a dispute. • Difficulty-adjusted performance scoring. An agent-lift model calculates the outcome expected for each interaction based on its type and difficulty, then measures how much better (or worse) the agent performed compared to that expectation. The same standard applies whether the team is in-house or outsourced (BPO). • Compliance checks that account for timing, not just wording. Every conversation is checked for required disclosures and prohibited language, including whether a required statement was made at the right point in the interaction. • Multilingual support. Compass transcribes conversations in 80+ languages and evaluates them in English, Spanish, and Portuguese in production today, with additional languages added as customer needs require. • Natural-language search with evidence-based answers. Ask questions about a customer, a segment, or a topic in plain language. Compass returns the answer grounded in what was actually said. The same question returns the same answer every time, no exports or queries required. • Coaching tied to a specific moment, not a generic tip. Coaching recommendations reference the exact point in a conversation that prompted them, rather than a standard playbook applied to everyone. Trackable per agent over time. • Surfaces the problem you didn't know you had. Identifies emerging issues from conversation data without preconfigured rules, prioritizes them by business impact, and tracks resolution status over time so findings don't disappear into reports no one revisits. Customer data is not used to train models across customers. Data is encrypted at rest and in transit, with role-based access, SSO, and a full audit trail. #### Who Is the Company Behind Compass? - **Seller:** [Chordia](https://www.g2.com/sellers/chordia) - **Year Founded:** 2023 - **HQ Location:** Arlington, VA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e8f6ec304b4926c60ef7bbcb94fd771c1ff6eeec548abd4fe56eb5fe42791509&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchordia&secure%5Burl_type%5D=linkedin_company_website) 16 employees on LinkedIn® ### [Connex One](https://www.g2.com/products/connex-one/reviews) Connex One is a customer engagement and communication platform designed to help businesses effectively connect with their customers across various channels. **Average Rating:** 2.3/5.0 **Total Reviews:** 4 #### How Do G2 Users Rate Connex One? - **Has the product been a good partner in doing business?:** 3.3/10 (Category avg: 9.3/10) #### Who Is the Company Behind Connex One? - **Seller:** [Connex One](https://www.g2.com/sellers/connex-one) - **Year Founded:** 2013 - **HQ Location:** Manchester, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9fe84152c04c576a1e58621e25d64169a8b1b565424f0b6a51152dcaed5128f9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fconnex-ltd%2F&secure%5Burl_type%5D=linkedin_company_website) 547 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Do G2 Reviewers Say About Connex One? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **24/7 customer support** from Connex One, enhancing their overall experience with timely assistance. - Users find **easy setup** beneficial for Connex One, enhancing call center operations when properly configured. - Users value the **built-in software integrations** of Connex One, enhancing efficiency and connectivity in call center operations. - Users highlight the **seamless Salesforce integration** with Connex One, enhancing their call center operations significantly. - Users value the **well-designed user interface** of Connex One, enhancing the overall experience with appealing visual elements. ##### Cons - Users find the **complex customization** of Connex One challenging, leading to a lengthy and difficult implementation process. - Users find the **complexity of setup** challenging, leading to lengthy implementations and potential issues during integration. - Users face **difficult implementation** challenges due to complexity, customization, and limited support from the small engineering team. - Users face **initial difficulties** with Connex One due to complex setups and a stretched implementation team. - Users experience **long wait times** during setup due to a small and overwhelmed implementation team, affecting efficiency. #### What Are Recent G2 Reviews of Connex One? **["Love all the features it has"](https://www.g2.com/survey_responses/connex-one-review-9699575)** **Rating:** 5.0/5.0 stars _— Tristan V._ [Read full review](https://www.g2.com/survey_responses/connex-one-review-9699575) ### [Crystal Quality](https://www.g2.com/products/crystal-quality/reviews) Crystal Gears is a single channel desktop call recording solution that supports Analog and VoIP telephones with pure D-Channel recording and full metadata call information. #### Who Is the Company Behind Crystal Quality? - **Seller:** [CrystalRS](https://www.g2.com/sellers/crystalrs) - **Year Founded:** 2010 - **HQ Location:** Rishon Le-Zion, IL - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=796326793cafa9d75a1b37b467636ada4f4f35fb1ad2257e7b67e7ab86f439a2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcis-call-recording-solution&secure%5Burl_type%5D=linkedin_company_website) 16 employees on LinkedIn® ### [Cxfirst.ai](https://www.g2.com/products/cxfirst-ai/reviews) CXFirst.ai is a next-gen customer experience platform designed to simplify and enhance support operations across every channel — from voice and chat to email and social messaging. CXFirst.ai unifies all customer touchpoints into one intuitive, AI-powered interface built for speed, scale, and service excellence. Our flexible Self-Serve and AI+HI (Human Intelligence) models empower support teams to deliver personalized, consistent, and context-rich experiences — every time. The platform combines robust automation with real-time insights to reduce resolution time, increase agent productivity, shorten training cycles, and improve overall customer satisfaction. #### Who Is the Company Behind Cxfirst.ai? - **Seller:** [Cxfirst](https://www.g2.com/sellers/cxfirst) - **Year Founded:** 2024 - **HQ Location:** Bengaluru, IN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=804bfc643526322e768281a2cc590d8e06bbbaec5b74a2c43490c7a1b03c1478&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcxfirstai%2F&secure%5Burl_type%5D=linkedin_company_website) 5 employees on LinkedIn® ### [Edigin Recording Solution](https://www.g2.com/products/edigin-recording-solution/reviews) Edigin Recording Solution offers a complete range of integrated modules consisting of audio recording, agent evaluation and training, screen recording, reporting, and contact management. #### Who Is the Company Behind Edigin Recording Solution? - **Seller:** [Edigin](https://www.g2.com/sellers/edigin) - **HQ Location:** Enid, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63c690063518dd69e0dab05e5ced1b3b65d4905c34a7aff75067145baaff0826&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fedigin&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Engage AI](https://www.g2.com/products/jabra-engage-ai/reviews) Jabra Engage AI is AI-powered call centre software that helps teams deliver better customer conversations, every time. It goes beyond speech-to-text by analysing the tone of both agent and customer in real time, giving instant feedback so agents can stay empathetic and in control. Automatic call summaries cut admin, freeing agents to focus on the conversation. Supervisors get a clear post-call dashboard to coach faster and more effectively — no more random sampling or guesswork. The result: happier customers, more motivated agents, and shorter calls. Compatible with any headset, softphone, and leading platforms including Microsoft Teams, Genesys, and Zoom. #### Who Is the Company Behind Engage AI? - **Seller:** [Jabra](https://www.g2.com/sellers/jabra) - **Year Founded:** 1869 - **HQ Location:** Copenhagen, DK - **Twitter:** @jabra\_us 14,782 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=95ecc2524b976aae25dd2f7a25e344d40edeaf46a685e776b8f94f38e0274e60&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fjabra%2F&secure%5Burl_type%5D=linkedin_company_website) 1,889 employees on LinkedIn® ### [Enghouse Quality Management](https://www.g2.com/products/enghouse-quality-management/reviews) Enghouse Interactive provides a range of workforce and business optimization tools which include call and screen recording, speech analytics, workforce management, performance metrics, score cards, cost analysis and reporting tools which are highly scalable and modular enabling you to choose the level of complexity that meets your requirements for continuous performance improvement. #### Who Is the Company Behind Enghouse Quality Management? - **Seller:** [Enghouse Systems](https://www.g2.com/sellers/enghouse-systems) - **Year Founded:** 1984 - **HQ Location:** Markham - **Twitter:** @EnghouseInterac 2,418 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f817d6a24efc2045479268e47e7124e25f84a6d65472505e9f62f8381960db96&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fenghouse%2F&secure%5Burl_type%5D=linkedin_company_website) 1,294 employees on LinkedIn® - **Ownership:** ENGH (TSE) ### [EvalidateQA](https://www.g2.com/products/evalidateqa/reviews) EvalidateQA by BPA Quality is a robust, purpose-built Call Center Quality Assurance Software platform that empowers contact centers with the tools to elevate performance, ensure compliance, and drive measurable improvements in customer experience. Developed by industry leaders in QA and Customer Experience, EvalidateQA combines intuitive design, psychometric rigor, and advanced analytics to deliver a holistic solution tailored to real-world operational needs. #### Who Is the Company Behind EvalidateQA? - **Seller:** [BPA International](https://www.g2.com/sellers/bpa-international) - **Year Founded:** 1988 - **HQ Location:** Long Island, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1ceacd2451b49422ea68bb607466fc52ab008cd39f86d156f9eb5123e6dfffb8&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbpaquality&secure%5Burl_type%5D=linkedin_company_website) 156 employees on LinkedIn® ### [Gridspace Contact Center AI](https://www.g2.com/products/gridspace-contact-center-ai/reviews) Gridspace makes conversational care readily available by providing superior machine talent to patients, customers, and businesses. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Gridspace Contact Center AI? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.3/10) #### Who Is the Company Behind Gridspace Contact Center AI? - **Seller:** [Gridspace](https://www.g2.com/sellers/gridspace) - **Year Founded:** 2012 - **HQ Location:** Los Angeles, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f0fdd7f529eb437ff85c5464cedcd9fd27b08f607bb805a90d9ff131d4300679&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgridspace-inc&secure%5Burl_type%5D=linkedin_company_website) 49 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large, 100% Small #### What Are Recent G2 Reviews of Gridspace Contact Center AI? **["Innovative solutions and great partner to work with. Need to scale certain areas."](https://www.g2.com/survey_responses/gridspace-contact-center-ai-review-7811616)** **Rating:** 5.0/5.0 stars _— Lisa M._ [Read full review](https://www.g2.com/survey_responses/gridspace-contact-center-ai-review-7811616) ### [Inspeech](https://www.g2.com/products/inspeech/reviews) Speech Analytics Solution Guarantee top quality with GenAI-powered conversation analysis Powered by GenAI, our Speech Analytics system transcribes and analyzes your contact center’s voice and text conversations to improve your operations’ quality and find insights of value to your business. Solution advantages Maximum agility in a truly omnichannel solution. Efficiently analyzes audio and text efficiently with a powerful GenAI-driven transcription engine. High precision engine. Get automated service quality monitoring with \>95% reliability. Optimized customer experience. Detects operational problems to improve customer satisfaction. Cost reduction. Automates quality management processes to optimize your resources. Better agent performance. Keep track of quality KPIs adapted to your business in real time. Business intelligence. Optimize your processes and enhance your sales. Applications Recognition of intent and key topics in each conversation. Recognition of customer mood and discomfort. Recognition of use of positive or negative language from agents. Compliance with legal and/or contractual requirements. Brand story compliance from agents. Scripted responses and texts required in each conversation. Adaptation of arguments to maximize results. Definition of a process management and optimization strategy. Technical characteristics for each quality management phase 1. Implementation adapted to the business Query builder on a no-code interface. Detects the dead air time and incidence of specific words and expressions. Configurable parameters. Automated voice and text analysis including calls, chats, WhatsApp messages, emails, and social media. Template and topic tree design. Allow conversations to be classified in a COPC model format. 2. GenAI-powered quality analysis High precision speech-to-text engine. Has a proprietary dictionary to include sounds-like words and therefore enhance reliability Multi-language transcriptions. Available in more than 20 languages and dialects to download at any time. Batch call transcription. Semantics interpretation with NLU. Understands the meaning and context of each word. Analyzes feelings and mood in tone and voice. 3. Real-time monitoring Quality assessment dashboards. Logs each agent and team’s KPIs in real time with customizable individual dashboards. Automated, hybrid, and manual analytics. Shows duration of call, dead air time, volume analysis. Manual reviews of most critical aspects. Cost control. Includes a cost control module to monitor and manage consumption. 4. Continuous improvement and decision-making Audio processing optimized for 8kHz and 16kHz - Stereo: audio text segmented by agent and customer. - Mono: conversion to stereo. - Formats permitted: wav, mp3, aac, ogg, flac, wma, mpeg, amr, caf, mp4, mov, wmv, mpeg, m4v, flv, mkv Multiple analyses on a single transcription. Various ​​​​queries and/or NLU models can be used to obtain information for various processes: sales, marketing, and quality. Continuous model training. Improves templates and semantic interpretation models with machine learning to optimize precision of call classification. #### Who Is the Company Behind Inspeech? - **Seller:** [Inconcert](https://www.g2.com/sellers/inconcert) - **Year Founded:** 2001 - **HQ Location:** Madrid, ES - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bc954cf059d24d7dbaae7a650d3a939512f3b0ee8d37465fc3b6287c4d4c1006&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finconcert&secure%5Burl_type%5D=linkedin_company_website) 284 employees on LinkedIn® ### [isorobot](https://www.g2.com/products/isorobot/reviews) We are an enterprise management system that ensures an organization's best practises and standards are followed throughout all departments. The futuristic corporate management system is the outcome of our years of experience consulting on management systems. We enable the efficient management of several ISO standards, significant business frameworks, and the transformation of risk and compliance activities into a competitive advantage by optimising procedures and workflows. The isorobot manages all functions within the organization with 10+ independent and integrated modules, that too by following the globally accepted standards and management systems. They are: \*isorobot QMS (Quality management system) \*isorobot QHSE (Quality, health safety environment) \*isorobot ISMS (Information security management system) \*isorobot GRC (Governance, risk, and compliance) \*isorobot Internal audit \*isorobot Risk management \*isorobot Business continuity \*isorobot Strategy management \*isorobot Asset management \*isorobot Document management #### Who Is the Company Behind isorobot? - **Seller:** [Excelledia Ventures](https://www.g2.com/sellers/excelledia-ventures) - **Year Founded:** 2010 - **HQ Location:** Leeds, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c3bc9ce010207190392416db88533642dc12d1b1d56797ffeff7ca55278b7e7e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fisorobot%2F&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® ### [Lens](https://www.g2.com/products/tekvision-lens/reviews) Automated CX Assurance Testing that enables you to focus on what matters most—your customers. Lens 5.0 is designed to deliver detailed, actionable insights into the health and performance of your contact center environment to quickly identify and resolve problem areas to achieve and maintain outstanding customer experience. #### Who Is the Company Behind Lens? - **Seller:** [Tekvision](https://www.g2.com/sellers/tekvision) - **Year Founded:** 1995 - **HQ Location:** Markham, CA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f5f4acc440cd01c63faa135f5ccd08721a80512980acf328a7bf5b7b456e12e8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftekvision&secure%5Burl_type%5D=linkedin_company_website) 12 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/contact-center-quality-assurance?order=g2_score&page=8#product-list) - [1](/categories/contact-center-quality-assurance?order=g2_score#product-list) - [2](/categories/contact-center-quality-assurance?order=g2_score&page=2#product-list) - … - [5](/categories/contact-center-quality-assurance?order=g2_score&page=5#product-list) - [6](/categories/contact-center-quality-assurance?order=g2_score&page=6#product-list) - [7](/categories/contact-center-quality-assurance?order=g2_score&page=7#product-list) - [8](/categories/contact-center-quality-assurance?order=g2_score&page=8#product-list) - 9 - [10](/categories/contact-center-quality-assurance?order=g2_score&page=10#product-list) - [11](/categories/contact-center-quality-assurance?order=g2_score&page=11#product-list) - [12](/categories/contact-center-quality-assurance?order=g2_score&page=12#product-list) - [Next ›Next ›](/categories/contact-center-quality-assurance?order=g2_score&page=10#product-list) Spotlight Categories [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant) [Payment Processing Software](https://www.g2.com/categories/payment-processing) [Demo Automation Software](https://www.g2.com/categories/demo-automation) [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management) [Demand Side Platform (DSP)](https://www.g2.com/categories/demand-side-platform-dsp) Similar Categories - [Call Center Infrastructure (CCI)](/categories/call-center-infrastructure-cci) - [Contact Center](/categories/contact-center) - [Contact Center AI Observability](/categories/contact-center-ai-observability) - [Contact Center Knowledge Base](/categories/contact-center-knowledge-base) - [Contact Center Workforce](/categories/contact-center-workforce) - [Speech Analytics](/categories/speech-analytics) [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