Best Contact Center Quality Assurance Software

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SuccessKPI

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

Average Rating: 4.4/5.0

Total Reviews: 103

How Do G2 Users Rate SuccessKPI?

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

Who Is the Company Behind SuccessKPI?

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

Who Uses This Product?

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

What Are Recent G2 Reviews of SuccessKPI?

What Are G2 Users Discussing About SuccessKPI?

Updated August 2026.

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

Total Products under this Category: 186

Category Stats (Oct 2026)

  • Average Rating: 4.54/5 The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: SuccessKPI (+1.17%) - Among all products in this category, SuccessKPI recorded the largest rating increase compared to last month

Last updated: October 01, 2026

How Does G2 Rank Contact Center Quality Assurance Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 36,600+ Authentic Reviews
  • 186+ Products
  • Unbiased Rankings

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

G2 Grid® for Contact Center Quality Assurance Software

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

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

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

Agentforce Service (formerly Salesforce Service Cloud)

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform

Average Rating: 4.4/5.0

Total Reviews: 7,890

How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?

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

Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?

  • Seller: Salesforce
  • Company Website:
  • Year Founded: 1999
  • HQ Location: San Francisco, CA
  • Twitter: @salesforce
    579,511 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    89,711 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Salesforce Administrator, Salesforce Developer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 42% Medium, 37% Large

What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)?

AI-generated summary from verified user reviews

Pros
  • Users find Agentforce Service to be easy to configure and use, enhancing productivity and supporting service requirements effectively.
  • Users appreciate the user-friendly UI of Agentforce Service, facilitating easy setup and streamlined case management.
  • Users appreciate the streamlined case management of Agentforce Service, making it easy to keep cases organized and efficient.
  • Users value the efficiency of Agentforce Service, benefiting from its easy setup and seamless integration capabilities.
  • Users value the ease of setup and helpful features in Salesforce Service Cloud, enhancing overall efficiency and support speed.
Cons
  • Users find the complexity of Agentforce Service challenging, especially for new users and custom integrations.
  • Users find the learning curve steep for new users, particularly in configuring automation and workflows effectively.
  • Users find the steep learning curve of Agentforce Service challenging, requiring significant time and training for proficiency.
  • Users find the service to be expensive, especially with additional licensing and feature costs adding up quickly.
  • Users find the complex usability of Agentforce Service challenging, requiring technical expertise for optimal setup and customization.

What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)?

What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)?

RingEX

WHAT IS RINGEX? RingEX is the all-in-one business communications platform that connects teams, customers, and conversations across voice, video, messaging, SMS, and AI agents all powered by AI. Designed for organizations that value productivity, customer satisfaction, and simplicity, RingEX brings together everything your business needs to collaborate and engage effectively from anywhere. ADVANCED AI WITH AIR, AVA, AND ACE RingEX transforms every interaction into a strategic advantage through three specialized AI agents. AI Receptionist (AIR) acts as an intelligent digital front desk, answering calls 24/7 in natural, multilingual conversations to answer FAQs, capture leads, schedule appointments, and route complex calls with full context. AI Virtual Assistant (AVA) acts as a proactive co-pilot for daily tasks, automatically capturing meeting summaries, generating follow-up actions, and drafting context-aware messages. AI Conversation Expert (ACE) serves as a flagship conversation intelligence platform, analyzing every interaction to provide coaching, automated call scoring, and deep sentiment analysis. By turning raw data into executive insights and syncing directly with your CRM, ACE helps leaders replicate winning behaviors and stay ahead of customer trends. NEW: CUSTOMER ENGAGEMENT BUNDLE Built for small and mid-sized customer-facing teams, the Customer Engagement Bundle helps businesses deliver faster, more connected customer support without the complexity of a full contact center. The bundle seamlessly blends voice and SMS support in one unified workspace. Key capabilities include a shared SMS inbox for team visibility, automated SMS opt-out compliance, and reply templates to maintain a consistent brand voice. It also features queue transparency with place-in-line updates and live reports for real-time visibility into agent performance and service quality. WHY RINGEX? Whether your team is connecting internally or engaging customers, RingEX delivers reliability, flexibility, and intelligence in one platform. Backed by enterprise-grade security, RingEX helps you stay connected and responsive at every moment that matters. RingEX customers gain smarter communication with AVA, revenue intelligence with ACE, and better customer experiences through the Customer Engagement Bundle. RingEX isn’t just a phone system. It is the intelligent core of your business that ensures every conversation—internal or external—is connected, analyzed, and impactful.

Average Rating: 4.2/5.0

Total Reviews: 1,428

How Do G2 Users Rate RingEX?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 9.4/10)
  • Third-Party Integrations: 1.7/10 (Category avg: 8.8/10)

Who Is the Company Behind RingEX?

  • Seller: RingCentral
  • Company Website:
  • Year Founded: 1999
  • HQ Location: Belmont, CA
  • Twitter: @RingCentral
    61,963 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    6,675 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Owner, CEO
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 57% Small, 34% Medium

What Do G2 Reviewers Say About RingEX?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of RingEX, making communication and collaboration seamless for their teams.
  • Users value the helpful customer support of RingEX, enhancing the overall experience and usability for everyone.
  • Users find RingEX to be incredibly helpful for maintaining client connections, enhancing reliability and support.
  • Users commend the reliability of RingEX, ensuring consistent connections and high-quality communication experiences.
  • Users appreciate the high-definition voice quality of RingEX, enhancing communication and customer support experiences.
Cons
  • Users find the complex processes in RingEX challenging, particularly when navigating setup and administration aspects.
  • Users often face call issues with RingEX, including inadequate tracking of calls and poor customer support experiences.
  • Users find the customer support challenging, often facing difficulties in communication and unnecessary complications.
  • Users find the difficulties with customer service occasionally complicate resolutions and frustrate the overall experience.
  • Users find the admin config options unintuitive, making tasks like changing voicemail messages and hold music overly complex.

What Are Recent G2 Reviews of RingEX?

What Are G2 Users Discussing About RingEX?

SQM CX Quality™

SQM's CX Quality product is an AutoCX software tool that helps contact centers predict, benchmark, diagnose, and improve customer experience. SQM's AutoCX software can evaluate 100% of customer interactions or operate using defined agent, team, or line-of-business quotas. Our predictive CX models measure key outcomes such as CSAT, First Call Resolution, and Call Resolution, with predicted CSAT achieving up to 95% alignment with post-call survey results. A key differentiator is benchmarking. SQM enables contact centers to compare CX performance against more than 500 leading contact center operations using standardized, benchmarkable CX metrics and KPIs. Organizations that achieve outstanding customer satisfaction performance can also earn SQM CX awards and badges that recognize excellence and help motivate agents and teams. SQM CX Quality™ is an AI-powered quality assurance and customer experience analytics platform designed to help contact centers measure, manage, and improve agent CX performance. According to G2 reviews, SQM CX Quality™ software ranks #1 in North America for user satisfaction. For enterprise contact centers, SQM can complement an existing CCaaS, QA, or WEM environment through our AutoCX Agent Measurement and CX Benchmark solutions. This enables organizations to add SQM's predictive CSAT, CX benchmarking, and customer-focused Auto QA capabilities without replacing their existing technology stack. As adoption expands, SQM CX Quality™ can also serve as the contact center's primary QA and CX performance management platform. AutoCX Scoring provides benchmarkable quality and customer experience KPIs, including 8 CX outcome metrics and 22 Moments of Truth metrics that measure customers' experiences when interacting with a contact center to resolve an inquiry, issue, or problem. SQM provides standardized CX metrics and KPIs so organizations can benchmark performance against their industry, leading contact centers, and internal business units. Customers can also customize CX, quality, and compliance metrics to support their specific operational and business requirements. SQM combines AutoCX measurement, predictive CSAT, CX benchmarking, agent improvement, and recognition in one platform, helping contact centers understand how they perform, how they compare, what is driving their CX results, and where to improve.

Average Rating: 4.5/5.0

Total Reviews: 369

How Do G2 Users Rate SQM CX Quality™?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.4/10)
  • Evaluation: 9.0/10 (Category avg: 9.2/10)
  • Calibration: 8.7/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)

Who Is the Company Behind SQM CX Quality™?

  • Seller: SQM Group
  • Company Website:
  • Year Founded: 1996
  • HQ Location: Coeur d'Alene, US
  • Twitter: @SQMGroup_
    1,847 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    81 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Supervisor
  • Top Industries: Insurance, Consumer Services
  • Company Size: 36% Medium, 26% Large

What Do G2 Reviewers Say About SQM CX Quality™?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of my.SQM Auto QA, finding it user-friendly and easy to navigate.
  • Users appreciate the feedback feature of my.SQM Auto QA, which greatly enhances personal growth and skill development.
  • Users find the navigation ease of my.SQM Auto QA intuitive, making it simple to explore and use.
  • Users love the easy access to essential information and performance stats on my.SQM Auto QA.
  • Users value the insightful coaching feedback from my.SQM Auto QA, enhancing performance and continuous learning opportunities.
Cons
  • Users express frustration with call issues, noting limited recordings and the focus on outdated landline services.
  • Users find that filtering the right information can be complicated, with confusing metrics and multiple data points.
  • Users find the inaccurate data analysis challenging, as confusing metrics complicate understanding and scoring.
  • Users face scoring issues due to subjective surveys and external factors impacting their overall metrics unfairly.
  • Users find the navigation cumbersome, with excessive information and too many tabs complicating the experience.

What Are Recent G2 Reviews of SQM CX Quality™?

What Are G2 Users Discussing About SQM CX Quality™?

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Genesys Cloud CX

Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI.

Average Rating: 4.4/5.0

Total Reviews: 1,484

How Do G2 Users Rate Genesys Cloud CX?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.4/10)
  • Evaluation: 8.8/10 (Category avg: 9.2/10)
  • Calibration: 8.6/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)

Who Is the Company Behind Genesys Cloud CX?

  • Seller: Genesys
  • Company Website:
  • Year Founded: 1990
  • HQ Location: Menlo Park, CA
  • Twitter: @Genesys
    32,180 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    8,740 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Case Advocate, Manager
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 45% Medium, 41% Large

What Do G2 Reviewers Say About Genesys Cloud CX?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of Genesys Cloud CX, enabling seamless access and improved operational agility.
  • Users value the continuous innovation and responsive improvements of Genesys Cloud CX, enhancing operational efficiency and customer satisfaction.
  • Users value the reliability of Genesys Cloud CX, as it enhances business continuity and customer engagement effectively.
  • Users value the efficiency of Genesys Cloud CX, enhancing agility and simplifying operations to meet modern demands.
  • Users appreciate the intuitive interface of Genesys Cloud CX, enhancing management of customer interactions and workforce performance.
Cons
  • Users note the limited features of Genesys Cloud CX, leading to extra costs and complications for advanced needs.
  • Users find some missing features in Genesys Cloud CX, hindering their ability to fully utilize the system's capabilities.
  • Users find Genesys Cloud CX to have a bit of a complex interface, which can overwhelm new users and hinder navigation.
  • Users are frustrated with inadequate reporting in Genesys Cloud CX, citing limitations and clunky functionality compared to alternatives.
  • Users find the learning curve steep with Genesys Cloud CX, making navigation and feature access challenging initially.

What Are Recent G2 Reviews of Genesys Cloud CX?

What Are G2 Users Discussing About Genesys Cloud CX?

ScorebuddyCX

AI-Powered CX Intelligence for Contact Centers ScorebuddyCX is a CX intelligence platform that connects AI quality assurance, conversation analytics, business intelligence, and agent development in one place. Get a complete picture of what's happening across every customer conversation with AI Auto Scoring at 90%+ accuracy. Find the patterns and signals that matter, share them with every team that needs them, from QA and operations to product, marketing, sales, and the C-suite, and close the loop with integrated coaching & learning that turns this intelligence layer into measurable business impact. Trusted by organizations in financial services, betting and gaming, BPO, retail, and more. Visit http://www.scorebuddycx.com to see full case studies and customer outcomes. Key features: -AI Auto Scoring: Score 100% of conversations with AI scorecards built to your own standards, at 90%+ accuracy. -Conversation Analytics: Understand why customers reach out, how they feel, and what's driving contact volumes. -QA for Agents: Build a QA process agents can trust, with consistent scoring and full visibility for managers and agents alike. -QA for Bots: Catch hallucinations, guardrail violations, and off-brand responses before they reach your customers. -Business Intelligence: Share CX intelligence across the business with custom dashboards and reports for every team. -Integrated Coaching: Find every coaching opportunity and act on it faster, with plans built on complete performance data. -Learning Management System: Assign targeted learning the moment conversation data reveals a skill gap.

Average Rating: 4.5/5.0

Total Reviews: 826

How Do G2 Users Rate ScorebuddyCX?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.4/10)
  • Evaluation: 9.3/10 (Category avg: 9.2/10)
  • Calibration: 8.9/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.4/10 (Category avg: 8.8/10)

Who Is the Company Behind ScorebuddyCX?

  • Seller: ScorebuddyCX
  • Company Website:
  • Year Founded: 2001
  • HQ Location: Dublin
  • LinkedIn® Page: www.linkedin.com
    67 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: PCI Compliance Specialist, Team Leader
  • Top Industries: Consumer Services, Financial Services
  • Company Size: 59% Medium, 21% Small

What Do G2 Reviewers Say About ScorebuddyCX?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ScorebuddyCX, making it simple for newcomers to learn and utilize effectively.
  • Users value the customizable scorecards of ScorebuddyCX, enhancing call quality while ensuring easy setup and usage.
  • Users value the coaching integration in ScorebuddyCX, enhancing structured feedback and actionable improvements for agents.
  • Users value the efficiency of ScorebuddyCX in analyzing conversations and improving support team performance effectively.
  • Users appreciate the easy-to-use overview dashboard of ScorebuddyCX, making data tracking quick and convenient for all.
Cons
  • Users find missing features in ScorebuddyCX, noting limitations in report customization and navigation efficiency.
  • Users often find the reporting features limited, hindering their ability to access deeper analytics easily.
  • Users find layout issues in ScorebuddyCX hinder navigation, making it less intuitive and time-consuming to access reviews.
  • Users experience slow loading times, which can lead to frustration during use and hinder their overall experience.
  • Users express frustration over scoring issues, including the lack of dispute options and data extraction difficulties.

What Are Recent G2 Reviews of ScorebuddyCX?

What Are G2 Users Discussing About ScorebuddyCX?

evaluagent

evaluagent gives contact centers a single platform for AutoQA and Conversation Intelligence – so you can score every interaction automatically, uncover what's really happening across your customer conversations, and take action that actually improves performance. Built around AutoQA at its core, evaluagent scores every interaction automatically from day one. Add Conversation Intelligence and you unlock a deeper layer of insight – understanding not just how conversations are handled, but what they reveal about your customers, your processes, and where to act next. And as AI agents become part of your operation, evaluagent's AI Agent Observability gives you the same visibility and governance across automated interactions that you already have for your human team. Get up and running quickly Connect evaluagent to your existing tech stack in minutes. We integrate with Five9, Genesys, 8x8, Salesforce, Intercom, Talkdesk, Amazon Connect, Puzzel, Freshdesk, Aircall, and more – so you're not starting from scratch. An intuitive interface means your team can hit the ground running, with dashboards and reports that are easy to understand and share. Need to push data further? Connect seamlessly to Power BI, Tableau, Looker, Metabase, and more. Score 100% of interactions automatically Handle growing conversation volumes without growing your team. Fully customizable AI scorecards evaluate every interaction across every channel, automatically flagging priority conversations for human review where it matters most. Turn conversations into intelligence Analyze every call, chat, email, and more to identify patterns, understand root causes, and predict CX trends – all without manual effort. Insights are easy to share across teams so everyone's working from the same picture. Improve agent performance, consistently Objective, consistent scoring across all channels – paired with an integrated LMS – means coaching is targeted, timely, and fair. Whether you're developing human agents or AI ones, evaluagent helps your team improve continuously, not just reactively. Build a culture agents actually want to be part of Fair evaluations, gamified recognition, and personalized feedback give agents a clear sense of how they're doing and where they're headed. Better engagement leads to better retention – and better experiences for your customers.

Average Rating: 4.5/5.0

Total Reviews: 443

How Do G2 Users Rate evaluagent?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.4/10)
  • Evaluation: 9.2/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.5/10 (Category avg: 8.8/10)

Who Is the Company Behind evaluagent?

  • Seller: EvaluAgent
  • Company Website:
  • Year Founded: 2012
  • HQ Location: Middlesbrough, GB
  • Twitter: @evaluagent
    1,109 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    51 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Ambassador, Quality Assurance Manager
  • Top Industries: Financial Services, Consumer Services
  • Company Size: 64% Medium, 18% Large

What Do G2 Reviewers Say About evaluagent?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of evaluagent, enjoying clear checklists and user-friendly layout for evaluations.
  • Users find Evaluagent extremely helpful and user-friendly, enhancing learning and facilitating data management effortlessly.
  • Users praise the ease of use of EvaluAgent, finding it intuitive and efficient for conducting phone call reviews.
  • Users find evaluagent's user-friendly interface easy to navigate, enhancing their learning and performance motivation.
  • Users value the navigation ease of EvaluAgent, finding it intuitive and simple to use across all functions.
Cons
  • Users note the lack of messaging tools and customizable features, limiting Evaluagent's effectiveness as an all-in-one QA solution.
  • Users find layout issues in EvaluAgent, noting clunky navigation and difficulties with mobile compatibility and scorecard updates.
  • Users find the interface not intuitive, noting that navigation is often unnecessarily complex and clunky.
  • Users find the steep learning curve challenging, especially with navigation and numerous options for new users.
  • Users find the complexity of advanced features overwhelming, making it challenging for new users to navigate easily.

What Are Recent G2 Reviews of evaluagent?

What Are G2 Users Discussing About evaluagent?

Talkdesk

Talkdesk provides a customer experience platform that helps organizations operate a human-AI hybrid workforce across service, sales, and support. The platform includes enterprise-grade Contact Center as a Service (CCaaS) to support the human workforce and Customer Experience Automation (CXA) to build and manage the AI workforce and orchestrate work across both. CXA can work with Talkdesk CCaaS or an existing third-party contact center. CXA uses agentic AI and multi-agent orchestration to automate and coordinate how customer needs are resolved. Agentic AI can reason through goals, use tools and enterprise systems, take action, and execute multi-step work, while orchestration coordinates specialized AI agents and human workflows, including decisions, escalations, and handoffs. AI agents can complete work such as processing a claim, updating a billing record, scheduling an appointment, or resolving a service case rather than only answering questions or routing interactions. Talkdesk Data Cloud provides unified, real-time context from customer interactions, enterprise systems, and knowledge sources. Built-in guardrails and governance help organizations control how AI operates as automation scales. Talkdesk CCaaS and CXA both support omnichannel customer interactions across voice and digital channels. Talkdesk CCaaS provides capabilities for the human workforce, including omnichannel routing, workforce engagement management, real-time agent guidance, employee collaboration, and customer experience analytics. CXA orchestrates work across the human-AI workforce, coordinating human agents, AI agents, data, knowledge, workflows, enterprise systems, and governance to move customer needs toward resolution while preserving context across channels and handoffs. *Key capabilities include: -Agentic end-to-end automation: Automate customer interactions and the underlying work required to resolve them across front- and back-office systems, using agentic AI that can reason, act, and complete work rather than simply respond or assist. -Human-AI and multi-agent orchestration: Coordinate specialized AI agents, human employees, data, knowledge, workflows, and enterprise systems as work moves through complex customer journeys with intelligent decisions, escalations, and handoffs, while maintaining the context required for resolution. -Continuous automation lifecycle: Analyze previous customer interactions and performance data to discover high-impact automation opportunities, build and customize agentic AI agents using natural language, test them before they engage customers, orchestrate them in production, and continuously monitor and optimize performance and outcomes. -Industry-aware data and automation: Connect industry-specific systems and data sources with purpose-built AI agents, workflows, integrations, and preconfigured use cases, giving humans and AI relevant industry context and knowledge to address customer journeys and operational requirements across more than 12 industries. -Unified data, knowledge, and governance: Use Talkdesk Data Cloud to unify customer interactions, enterprise data, knowledge, and systems of record, providing real-time context for AI agents, human employees, and workflows. Apply guardrails, permissions, monitoring, and governance to help improve accuracy, consistency, decision-making, and control as automation scales. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

Average Rating: 4.4/5.0

Total Reviews: 2,510

How Do G2 Users Rate Talkdesk?

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

Who Is the Company Behind Talkdesk?

  • Seller: Talkdesk
  • Company Website:
  • Year Founded: 2011
  • HQ Location: Palo Alto, CA
  • Twitter: @talkdesk
    6,959 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,395 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Supervisor, Customer Service Representative
  • Top Industries: Consumer Services, Computer Software
  • Company Size: 60% Medium, 20% Small

What Do G2 Reviewers Say About Talkdesk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the user-friendly interface of Talkdesk, enhancing their ability to review conversations and manage calls effectively.
  • Users appreciate the enhanced efficiency of Talkdesk, benefiting from streamlined communication and robust reporting tools.
  • Users appreciate the all-in-one communication platform of Talkdesk, enabling efficient customer assistance across various channels.
  • Users appreciate the seamless call management in Talkdesk, enhancing efficiency and minimizing manual errors during customer interactions.
  • Users value the seamless CRM integration of Talkdesk, enhancing productivity with automated features and strong customer support.
Cons
  • Users experience call issues with Talkdesk, citing audio problems, dropped calls, and unclear error responses.
  • Users experience technical issues with Talkdesk, including dropped calls, glitches, and manual callback settings interruptions.
  • Users express frustration over missing features in Talkdesk, including spellcheck and flexible scheduling options during calls.
  • Users face notification issues with Talkdesk, as unexpected offline status changes disrupt their experience without alerts.
  • Users often face connection issues with Talkdesk, causing frustrating delays and requiring frequent application restarts.

What Are Recent G2 Reviews of Talkdesk?

What Are G2 Users Discussing About Talkdesk?

Hiya Connect Branded Call

Your customers and prospects are ignoring your legitimate business calls because they see an unknown number - and they don't know it's you. Hiya Connect Branded Call allows companies to display their business name on outbound calls made to over 500M+ mobile phones worldwide. The growth of spam, scam and fraud calls has eroded trust on the voice channel. 87% of consumers won't answer a call when they see an unknown number on their screen. This inability to effectively reach customers via phone is eroding customer satisfaction and retention - and ultimately your bottom line. Branded caller ID allows companies to control how their outbound calls display on the call recipients' device by each individual phone number. Create better customer experiences and optimize your outbound calling operations with adding identity to your outbound calls with Hiya Connect Branded Call.

Average Rating: 4.7/5.0

Total Reviews: 142

How Do G2 Users Rate Hiya Connect Branded Call?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.4/10)
  • Evaluation: 9.0/10 (Category avg: 9.2/10)
  • Calibration: 8.8/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.7/10 (Category avg: 8.8/10)

Who Is the Company Behind Hiya Connect Branded Call?

  • Seller: Hiya
  • Company Website:
  • Year Founded: 2016
  • HQ Location: Seattle, US
  • Twitter: @hiya
    6,463 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    237 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Financial Services, Insurance
  • Company Size: 48% Medium, 37% Small

What Do G2 Reviewers Say About Hiya Connect Branded Call?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Hiya Connect, making it accessible and effective for new businesses.
  • Users value the user-friendly setup of Hiya Connect Branded Call, enhancing visibility and reducing spam concerns.
  • Users appreciate the easy setup of Hiya Connect Branded Call, enhancing efficiency and user experience in call centers.
  • Users commend the world-class customer support from Hiya Connect, highlighting excellent assistance and proactive management.
  • Users value the reliability of Hiya Connect Branded Call, enhancing answer rates and ensuring secure, recognizable communication.
Cons
  • Users often face call issues due to limited device support and poor customer service, which affects overall satisfaction.
  • Users note that Hiya Connect Branded Call is expensive, citing high costs and limited branding features compared to competitors.
  • Users report significant number issues with Hiya Connect, including branding confusion and protection limitations impacting trust.
  • Users express concerns over poor reporting, citing delays and a lack of cumulative report options affecting usability.
  • Users highlight the limited features of Hiya Connect Branded Call, restricting device compatibility and messaging options.

What Are Recent G2 Reviews of Hiya Connect Branded Call?

What Are G2 Users Discussing About Hiya Connect Branded Call?

Balto

Balto is the AI workforce for the contact center. Balto delivers a complete contact center solution in a single license, uniting best-in-class Agent Assist, QA, Compliance, Coaching, Notes, and Insights in one cohesive platform. The result is value at every level of the organization: agents perform better, QA teams eliminate manual reviews, supervisors can coach at scale, and executive leaders gain clear visibility into conversation-driven business trends. Top-performing contact centers rely on Balto to protect revenue, reduce compliance risk, and improve customer experiences. To date, Balto has guided 500M+ conversations, supports 300+ customers, and leads our G2 category with 500+ five-star reviews. Products Include: - Real-Time Guidance (Agent Assist): Balto automatically provides agents with resources in real-time. - Quality Assurance: Balto automatically scores interactions. - Compliance: Balto automatically flags compliance issues. - Coaching: Balto automatically surfaces and delivers coaching recommendations. - Notes: Balto automatically summarizes conversations. - Insights: Balto automatically extracts insights from conversation data.

Average Rating: 4.8/5.0

Total Reviews: 584

How Do G2 Users Rate Balto?

  • Has the product been a good partner in doing business?: 9.8/10 (Category avg: 9.4/10)
  • Evaluation: 9.6/10 (Category avg: 9.2/10)
  • Calibration: 9.5/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.5/10 (Category avg: 8.8/10)

Who Is the Company Behind Balto?

  • Seller: Balto
  • Year Founded: 2017
  • HQ Location: St Louis, US
  • Twitter: @balto_ai
    243 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    166 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Medicare Sales Representative, MSR
  • Top Industries: Insurance, Consumer Services
  • Company Size: 48% Medium, 24% Large

What Do G2 Reviewers Say About Balto?

AI-generated summary from verified user reviews

Pros
  • Users find Balto easy to use, enabling them to improve performance and access information effortlessly.
  • Users find Balto incredibly helpful, significantly saving time with instant note generation and call prompts.
  • Users praise Balto for its accuracy, providing reliable support that enhances performance during calls and transactions.
  • Users find Balto's time-saving capabilities invaluable, significantly reducing manual work and enhancing efficiency during calls.
  • Users love Balto for its efficiency, enhancing communication and saving substantial time with automatic data capture.
Cons
  • Users struggle with call issues in Balto, including bugs, recording errors, and difficulties in accessing previous notes.
  • Users find Balto's suggestions sometimes vague and inaccurate, requiring precise wording for improved effectiveness.
  • Users express frustration over the missing features of Balto, particularly with dynamic prompts and data loss issues.
  • Users experience accuracy issues with Balto, noting it can be vague and sometimes misinterpret conversations.
  • Users experience slow performance with Balto, noting lag and difficulty in logging in from different desktops.

What Are Recent G2 Reviews of Balto?

What Are G2 Users Discussing About Balto?

Playvox Quality Management

Playvox provides a flexible, comprehensive digital-first Quality Management solution that lets you go beyond basic Quality Assurance (QA) to full Quality Management (QM) so that you don't just identify problems, you fix them. Coaching and resolution tools are included standard, allowing you to engage and develop employees before the issue occurs.

Average Rating: 4.8/5.0

Total Reviews: 1,053

How Do G2 Users Rate Playvox Quality Management?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.4/10)
  • Evaluation: 9.7/10 (Category avg: 9.2/10)
  • Calibration: 9.6/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Playvox Quality Management?

  • Seller: Playvox
  • Year Founded: 2012
  • HQ Location: Sunnyvale, CA
  • Twitter: @PlayVoxCX
    1,675 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    40 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Customer Experience
  • Top Industries: Consumer Services, Banking
  • Company Size: 58% Medium, 34% Large

What Do G2 Reviewers Say About Playvox Quality Management?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Playvox Quality Management, enhancing their experience and productivity effortlessly.
  • Users value the coaching functionality of Playvox, praising its ease of use and performance tracking capabilities.
  • Users find that Playvox enhances efficiency in auditing and improves customer service through smooth interactions and analytics.
  • Users appreciate the ease of use in Playvox, facilitating effective coaching and performance monitoring with a user-friendly interface.
  • Users value the efficient scoring system of Playvox, enhancing the quality management experience with ease of navigation.
Cons
  • Users find limited customization in Playvox Quality Management, wishing for more flexibility in visual presentation.
  • Users find the missing features of Playvox Quality Management limiting, particularly regarding KPI visibility and dispute raising.
  • Users find poor reporting capabilities in Playvox Quality Management, with requests for more flexibility and advanced filters.
  • Users find the slow loading times frustrating, often experiencing delays when accessing evaluations or coaching logs.
  • Users experience update issues that hinder KPI visibility and require extra steps for accessing calibration pages.

What Are Recent G2 Reviews of Playvox Quality Management?

What Are G2 Users Discussing About Playvox Quality Management?

CloudTalk

CloudTalk is the leading AI-powered business calling software for growing SMBs. CloudTalk helps more than 4,000 modern SMBs talk to more customers, close more deals, and resolve issues faster, without enterprise pricing or complexity. Over 30,000 sales and support professionals at SMBs across 160+ countries rely on CloudTalk to: Talk to 10x more people - Our AI Sales Dialer combines preview, power and parallel (up to 10 lines) dialing that filters out voicemails and dead lines automatically. Automate the calls humans shouldn't have to make - Build AI Voice Agents and AI Receptionist in minutes for appointment scheduling, lead qualification, after-hours coverage, payment reminders and more. Turn every conversation into structured data - Use AI Conversation Intelligence to get automatic call summaries, AI notes, sentiment analysis, topic extraction, call scoring, multi-lingual transcription, and talk/listen ratios. Run their full business phone system in one cloud platform - With Call Flow Designer, IVR, call queuing, call recording, real-time monitoring, analytics, international SMS, WhatsApp messaging, and workflow automation. Handle global calling without the infrastructure headache - Local numbers in 160+ countries, 99.999% uptime, multi-carrier redundancy, and crystal-clear call quality. Plug into the tools they already use - 100+ native integrations including HubSpot (Certified), Salesforce, Pipedrive, Zoho CRM, MS Dynamics, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, monday, Shopify, and more. Most CloudTalk customers are live in a few days. No hardware, no PBX, no months of consulting. Just sign up, port numbers (or buy new ones), connect your CRM, and start calling — with AI doing the busywork from day one. CloudTalk is GDPR, SOC 2, ISO 27001, HIPAA, and CCPA compliant. Customers like Bit2Me reduced missed calls from 80% to 16%, cut wait times by 85%, and scaled from 2 to 20+ agents — without adding complexity. https://hubs.li/Q04n2f7L0 Learn how we can boost your calling on a 1:1 personalized demo: https://hubs.li/Q04n2f4C0

Average Rating: 4.4/5.0

Total Reviews: 1,894

How Do G2 Users Rate CloudTalk?

  • Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.4/10)
  • Evaluation: 9.1/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 9.0/10 (Category avg: 8.8/10)

Who Is the Company Behind CloudTalk?

  • Seller: CloudTalk
  • Company Website:
  • Year Founded: 2016
  • HQ Location: New York
  • LinkedIn® Page: www.linkedin.com
    231 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: CEO, Account Executive
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 65% Small, 31% Medium

What Do G2 Reviewers Say About CloudTalk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of CloudTalk, making daily communication efficient and hassle-free.
  • Users appreciate the reliability of CloudTalk, highlighting its clear call quality and seamless performance across devices.
  • Users find CloudTalk's intuitive interface enhances communication efficiency and simplifies contact management effortlessly.
  • Users find CloudTalk's intuitive interface and real-time data tracking extremely beneficial for managing KPIs effectively.
  • Users love the intuitive calling features of CloudTalk, making communication quick, easy, and efficient.
Cons
  • Users experience call issues with CloudTalk, including accessibility challenges and connection problems affecting their efficiency.
  • Users experience connection issues with CloudTalk, including occasional disruptions and limitations in separate countries.
  • Users express dissatisfaction with missing features, like essential call center functions and SMS number search options.
  • Users find that call management issues disrupt seamless communication and hinder efficient client interaction.
  • Users face poor connectivity issues with CloudTalk, making international calls and call management challenging and frustrating.

What Are Recent G2 Reviews of CloudTalk?

What Are G2 Users Discussing About CloudTalk?

Five9 Intelligent Cloud Contact Center Platform

Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth.

Average Rating: 4.1/5.0

Total Reviews: 604

How Do G2 Users Rate Five9 Intelligent Cloud Contact Center Platform?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 9.4/10)
  • Evaluation: 8.5/10 (Category avg: 9.2/10)
  • Calibration: 8.4/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.8/10 (Category avg: 8.8/10)

Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform?

  • Seller: Five9
  • Company Website:
  • Year Founded: 2001
  • HQ Location: San Ramon, CA
  • Twitter: @Five9
    14,856 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    3,127 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Manager
  • Top Industries: Consumer Services, Financial Services
  • Company Size: 56% Medium, 23% Small

What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the intuitive interface of Five9, highlighting its seamless integrations and straightforward implementation.
  • Users value the exceptional customer support of Five9, noting its responsiveness and dedication to addressing concerns promptly.
  • Users appreciate the exceptional support from Five9, highlighting their responsiveness and dedication to addressing customer needs.
  • Users value the superb user-friendly interface and seamless integrations of Five9, enhancing their overall experience.
  • Users value the efficiency of Five9, highlighting its easy user setup and streamlined reporting features.
Cons
  • Users face challenges with call issues, particularly due to weak email interaction reporting and slow SMS features.
  • Users find the complexity of Five9's interface and reporting functions challenging, requiring significant training and experience.
  • Users highlight missing features in Five9, underlining a lack of customization and outdated UI for better usability.
  • Users often face technical issues like call drops and system disruptions that hinder overall productivity and workflow efficiency.
  • Users experience poor customer support, often requiring additional assistance and facing communication delays with Five9 services.

What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform?

What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform?

Calabrio ONE

Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes. The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model. Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement.

Average Rating: 4.4/5.0

Total Reviews: 436

How Do G2 Users Rate Calabrio ONE?

  • Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.4/10)
  • Evaluation: 9.2/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Calabrio ONE?

  • Seller: Verint
  • Company Website:
  • Year Founded: 1994
  • HQ Location: Melville, New York
  • Twitter: @Verint
    7,739 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    4,316 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Service Representative, Risk Investigator
  • Top Industries: Consumer Services, Hospital & Health Care
  • Company Size: 53% Medium, 35% Large

What Do G2 Reviewers Say About Calabrio ONE?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Calabrio ONE, enhancing operational efficiency and streamlining various processes effortlessly.
  • Users find that Calabrio ONE improves operational efficiency, transforming time-consuming tasks into quick, effortless processes.
  • Users value the ease of use and regular updates of Calabrio ONE, enhancing productivity and customer service.
  • Users value the flexible scheduling feature of Calabrio ONE, enhancing agent satisfaction in dynamic work environments.
  • Users appreciate the simplicity and efficiency of Calabrio ONE's customer support, enhancing decision-making and performance insights.
Cons
  • Users face inadequate reporting, with confusing Insights, incorrect data, and frustrating technical issues affecting usability.
  • Users frequently face poor reporting challenges with Calabrio ONE, contributing to frustration and lack of confidence in analytics.
  • Users express concerns about missing features, citing issues like unclear subscription management and limited data visibility.
  • Users often face inaccurate data analysis with Calabrio ONE, leading to confusion and lack of confidence in reporting.
  • Users find the platform not intuitive, struggling with navigation, training, and IT issues affecting usability.

What Are Recent G2 Reviews of Calabrio ONE?

What Are G2 Users Discussing About Calabrio ONE?

Level AI

Level AI is the intelligence and orchestration layer for customer experience. We analyze 100% of customer interactions across voice, chat, email, and messaging to turn unstructured conversations into measurable insights and automation. From Voice of Customer and journey insights to automated quality, real-time coaching, and AI agents, Level AI helps teams improve customer outcomes, operational performance, and profitable growth.

Average Rating: 4.6/5.0

Total Reviews: 212

How Do G2 Users Rate Level AI?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.4/10)
  • Evaluation: 9.2/10 (Category avg: 9.2/10)
  • Calibration: 9.0/10 (Category avg: 8.9/10)
  • Third-Party Integrations: 8.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Level AI?

  • Seller: Level AI
  • Year Founded: 2018
  • HQ Location: Mountain View, US
  • Twitter: @TheLevelAI
    204 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    221 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Quality Analyst, Supervisor
  • Top Industries: Consumer Services, Food & Beverages
  • Company Size: 56% Medium, 33% Large

What Do G2 Reviewers Say About Level AI?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Level AI, facilitating quick access to transcripts and customization options.
  • Users find Level AI's smooth assistance and layout extremely helpful for enhancing customer interactions and QA processes.
  • Users highlight the enhanced efficiency in accessing and analyzing customer interactions, significantly improving support processes.
  • Users appreciate the clean and intuitive interface of Level AI, enhancing efficiency and user experience.
  • Users commend the accurate and context-aware responses of Level AI, significantly enhancing customer interactions and satisfaction.
Cons
  • Users find the inaccuracy in AI QA scores frustrating, as it hampers effective monitoring and evaluation processes.
  • Users express frustration with the slow performance of Level AI, impacting real-time updates and monitoring efficiency.
  • Users express frustration with accuracy issues in AI QA scores, impacting overall evaluation efficiency and clarity.
  • Users experience occasional translation accuracy issues, especially with accents, affecting the quality of insights derived.
  • Users experience AI inaccuracy issues, leading to trust problems with transcripts and delayed call monitoring.

What Are Recent G2 Reviews of Level AI?

What Are G2 Users Discussing About Level AI?

Observe.AI

Observe.AI is an advanced AI Agents platform specifically designed to enhance customer experience (CX) by enabling organizations to provide faster, smarter, and more efficient customer service at scale. This innovative solution allows businesses to deploy specialized AI agents that autonomously manage tasks throughout the entire customer experience lifecycle. From engaging in customer conversations to supporting frontline teams and optimizing operational workflows, Observe.AI streamlines processes to meet the demands of modern customer service. Targeted at businesses seeking to improve their customer interactions, Observe.AI is particularly beneficial for organizations that handle high volumes of customer inquiries and require consistent, high-quality service. The platform is suitable for various industries, including e-commerce, healthcare, and technology, where customer satisfaction is paramount. By leveraging AI agents, companies can ensure that their customer service operations are not only efficient but also capable of adapting to the dynamic needs of their clientele. Each AI agent within the Observe.AI platform is purpose-built for specific roles, equipped with the ability to understand context, make informed decisions, and take appropriate actions. This functionality allows organizations to enhance resolution speeds and elevate service quality while simultaneously reducing operational costs. By automating routine tasks, Observe.AI empowers frontline teams to concentrate on higher-value work, fostering a more productive and engaged workforce. The platform's CX-native foundation ensures seamless integration with existing systems and processes, making it easier for businesses to implement and scale their customer service operations. Observe.AI has successfully collaborated with global brands such as DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, demonstrating its capability to improve customer satisfaction and boost productivity across diverse sectors. By delivering consistent and scalable performance in every customer interaction, Observe.AI stands out as a comprehensive solution for organizations looking to elevate their customer experience strategy. In summary, Observe.AI offers a robust framework for organizations aiming to enhance their customer service capabilities through the deployment of intelligent AI agents. By focusing on specialized roles and continuous improvement, the platform not only optimizes operational efficiency but also drives better outcomes for both customers and businesses alike.

Average Rating: 4.6/5.0

Total Reviews: 254

How Do G2 Users Rate Observe.AI?

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

Who Is the Company Behind Observe.AI?

  • Seller: Observe.AI
  • Company Website:
  • Year Founded: 2017
  • HQ Location: San Francisco, California
  • Twitter: @observeAI
    1,521 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    350 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Assistant Quality Assurance, Quality Analyst
  • Top Industries: Outsourcing/Offshoring, Consumer Services
  • Company Size: 63% Medium, 25% Small

What Do G2 Reviewers Say About Observe.AI?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Observe.AI, making their jobs smoother and more effective in reporting.
  • Users value the efficiency of Observe.AI, enhancing agent performance through actionable insights and consistent evaluations.
  • Users find Observe.AI extremely helpful for call analysis, coaching, and efficient team collaboration and support.
  • Users love the advanced AI intelligence of Observe.AI, enhancing coaching, analytics, and overall agent performance effortlessly.
  • Users find the coaching feature of Observe.AI invaluable for enhancing agent performance and streamlining feedback sessions.
Cons
  • Users face significant accuracy issues with Observe.AI, including unreliable detection and missed moments during interactions.
  • Users highlight the inaccuracy of Observe.AI, citing issues with detection, implementation, and overall product reliability.
  • Users report inaccurate data analysis that leads to false positives and dissatisfaction with customer interaction handling.
  • Users experience frequent call issues with Observe.AI, leading to frustration and a lack of trust in the service.
  • Users express frustration over missing features in Observe.AI, noting limitations in language support and reporting capabilities.

What Are Recent G2 Reviews of Observe.AI?

What Are G2 Users Discussing About Observe.AI?

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

Contact Center Quality Assurance Topics

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Learn More About Contact Center Quality Assurance Software

Which is the best quality assurance software for contact centers in the tech industry?

  • Playvox Quality Management: Offers a comprehensive digital-first QA solution, enabling teams to move beyond basic quality assurance to full quality management with customizable scorecards and real-time analytics.
  • Convin.ai: Utilizes generative AI to analyze customer conversations, providing insights for agent coaching and performance improvement, making it ideal for tech-driven contact centers.​
  • Scorebuddy: Provides embedded AI to enhance operational efficiency, delivering precise, unbiased insights from customer interactions, and facilitating effective agent evaluations.
  • MaestroQA: Delivers omnichannel quality assurance with tools for agent performance tracking, coaching, and process optimization, tailored for modern support teams.
  • EvaluAgent: Combines AI-powered conversation intelligence with automated QA, offering detailed insights to improve customer experience and agent performance.

Which contact center quality assurance software is the best for small businesses?

  • Scorebuddy: Offers simple, customizable scorecards and intuitive dashboards, making it ideal for small teams seeking effective agent evaluation without complex setup.
  • Observe.AI: Delivers AI-driven QA insights with call transcription, sentiment analysis, and performance trends, making it approachable for smaller teams adopting automation.
  • Zendesk QA: Formerly known as Klaus, this tool provides AI-driven conversation reviews and AutoQA features, helping small teams automate quality checks and enhance customer experience

Contact Center Quality Assurance Software FAQs

Small Business FAQs

What is the most affordable Contact Center Quality Assurance Software for SMBs?

For small and mid-sized businesses exploring contact center QA tools, you can browse options specifically filtered for your segment on G2's small business Contact Center QA page. The following tools are frequently mentioned by SMB reviewers as delivering strong value relative to cost.

  • Scorebuddy — A cloud-based QA platform that SMB teams use to build custom scorecards, track performance trends, and deliver structured coaching without requiring a large operations team to maintain it.
  • EvaluAgent — Designed to automate QA coverage and reduce manual workload, EvaluAgent gives smaller teams the ability to monitor a higher percentage of interactions than traditional sampling would allow.
  • Balto — A real-time call guidance tool that smaller contact centers use to scale QA without proportionally scaling headcount, enabling consistent agent behavior and compliance through live in-call prompts.

What is the best Contact Center Quality Assurance Software for startups?

Startups need QA software that is quick to deploy, requires minimal configuration overhead, and scales as their team grows. The following options are well-suited to early-stage contact center operations.

  • Balto — Startup teams use Balto to automate real-time agent coaching without a large QA team, with reviewers noting that implementation is fast and the platform scales call monitoring effortlessly as the team grows.
  • Scorebuddy — A straightforward QA tool that startups adopt for its fast setup, customizable scorecards, and built-in coaching workflows that replace spreadsheet-based quality processes without requiring technical resources.
  • CloudTalk — A cloud-based calling platform with built-in quality monitoring, call recording, and CRM integrations that startups use to manage inbound and outbound communications from a single, scalable interface.

Which Contact Center Quality Assurance Software is the most user-friendly for startups?

Startups typically lack dedicated QA operations teams, making ease of onboarding and day-to-day usability critical selection criteria.

  • Scorebuddy — Startup reviewers frequently cite Scorebuddy's simple interface and fast time-to-value as key reasons for adoption, noting that agents and managers can navigate the platform without extensive training.
  • my.SQM Auto QA — An automated QA platform that removes the need for complex configuration by scoring every interaction automatically, giving startup teams instant visibility into agent performance with minimal setup.
  • EvaluAgent — Reviewers in smaller organizations consistently note that EvaluAgent's initial setup is straightforward and that the platform's interface is clean enough to onboard new team members quickly.

What are the best QA coaching tools for small business contact centers?

Coaching is one of the highest-impact applications of QA data in smaller contact centers, where managers typically handle both evaluation and development responsibilities.

  • Scorebuddy — Features a built-in coaching workflow and optional LMS that connects QA scores directly to structured development sessions, giving small teams a single platform for evaluating and improving agent performance.
  • Balto — Provides real-time in-call coaching through live prompts and post-call summaries, enabling managers in small contact centers to deliver consistent, data-grounded feedback without listening to every call manually.
  • ReflexAI Prepare — An AI-powered training and role-play platform used by smaller teams to prepare agents for difficult customer interactions through realistic, no-risk practice scenarios that reduce the burden on human trainers.

Which contact center QA platforms offer strong call recording and review for small teams?

For small contact center teams, call recording and easy review access are foundational QA capabilities that directly impact coaching quality and compliance.

  • CloudTalk — A VoIP contact center platform that small teams use for its accessible call recording and playback features, with reviewers highlighting how quickly supervisors can locate and review specific conversations.
  • JustCall — An outbound and inbound calling platform with built-in call recording, AI scoring, and CRM integration that small sales and support teams use to review and improve call quality without complex infrastructure.
  • 3CLogic Cloud Call Center — A cloud call center platform used by small and mid-sized teams for its reliable call quality, built-in QA capabilities, and seamless integration with platforms like ServiceNow for centralized interaction management.

Enterprise FAQs

What are the best-rated Contact Center Quality Assurance Software for tech enterprises?

Technology enterprises require QA platforms that scale across large agent populations, integrate with complex tech stacks, and deliver AI-driven insights at volume.

  • SuccessKPI — Enterprise technology teams use SuccessKPI for its unified CCaaS and CRM data orchestration, no-code BI dashboards, AI-powered evaluations, and deep integration with platforms like Genesys Cloud CX.
  • Agentforce Service (formerly Salesforce Service Cloud) — A Salesforce-native enterprise platform widely used in technology organizations for intelligent automation, 360-degree customer data views, and AI-assisted case resolution that scales across global support teams.
  • Genesys Cloud CX — A flexible, open cloud contact center platform that tech enterprises deploy for omnichannel engagement, AI-driven routing, workforce management, and gamification across large, distributed agent teams.

What are the most reliable Contact Center Quality Assurance Software tools for enterprises?

Reliability, uptime, and consistent performance at scale are top concerns for enterprise buyers evaluating contact center QA software.

  • Genesys Cloud CX — Enterprise reviewers consistently highlight Genesys Cloud CX's uptime, scalability, and architectural flexibility as reasons it is trusted for mission-critical contact center operations globally.
  • Calabrio ONE — An all-in-one workforce management, analytics, and real-time agent quality monitoring platform that enterprises use to forecast demand, schedule agents, and track performance across large contact center operations.
  • Verint CX Automation — An enterprise QA automation platform recognized for reducing manual evaluation effort, minimizing subjectivity in quality reviews, and providing factual performance data at enterprise scale.
  • Observe.AI — An AI-powered conversation intelligence platform that enterprise teams use to lower average handle time, surface training opportunities, and deliver data-backed coaching insights across large agent populations.

What are the best-reviewed Contact Center Quality Assurance Software for enterprise app integration?

Enterprise contact centers require QA platforms that integrate seamlessly with CRMs, CCaaS platforms, workforce management systems, and business intelligence tools.

  • SuccessKPI — Recognized for its deep integration with Genesys Cloud CX and other CCaaS platforms, SuccessKPI unifies telephony and CRM data into a single analytics view without requiring manual data exports.
  • Agentforce Service (formerly Salesforce Service Cloud) — Built on the Salesforce platform, Agentforce Service connects service operations to the full Salesforce ecosystem, enabling enterprises to centralize customer data, automate workflows, and integrate AI across all channels.
  • Sprinklr Service — An enterprise omnichannel platform that consolidates customer interactions across all channels into a unified workspace, with AI copilot tools, MCP-based integrations with internal databases, and robust supervisor monitoring.

What Contact Center QA software do large enterprises use for compliance monitoring?

Compliance monitoring is a critical use case for enterprise contact centers in regulated industries such as financial services, healthcare, and insurance, where QA software must provide audit trails, script adherence tracking, and automated flagging.

  • Verint CX Automation — An enterprise compliance and quality automation platform that reduces manual evaluation effort, increases objectivity in compliance scoring, and supports regulated industries with structured, auditable QA processes.
  • Balto — Used in regulated enterprise environments for real-time compliance oversight, with live prompts that ensure agents follow required scripts and disclosures on every call, and automated post-call summaries for audit documentation.
  • Scorebuddy — Enterprise compliance teams use Scorebuddy for its structured scorecards, audit trails, and PCI compliance tracking capabilities, with full customization to align QA criteria with regulatory requirements across multiple teams and locations.

Which Contact Center QA platforms provide AI-powered quality monitoring for enterprises?

AI-powered quality monitoring allows enterprise contact centers to analyze 100% of interactions rather than relying on manual sampling, surfacing insights at a scale that traditional QA processes cannot match.

  • Level AI — An AI-driven QA platform that enterprise teams use to conduct automated interaction audits, flag high-priority reviews, and provide transcript-based performance data across large, globally distributed contact center operations.
  • SuccessKPI — Offers enterprise-grade AI with sentiment analysis, GenAI evaluation forms, deep prompt features, and the ability to monitor 100% of calls with automated QA scoring and real-time performance dashboards.
  • Observe.AI — A conversation intelligence platform built for enterprise-scale AI quality monitoring, providing automated coaching recommendations, trend analysis across all interactions, and flexible deployment supported by knowledgeable account management.

Last updated on April 24, 2026