# Best Contact Center Quality Assurance Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* 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 ## Top Contact Center Quality Assurance Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,969 reviews) | Salesforce-native omnichannel case quality assurance | "[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)" | | 2 | [RingEX](https://www.g2.com/products/ringex/reviews) | 4.2/5.0 (1,369 reviews) | — | "[Seamless Communication, Unifies Our Workflow](https://www.g2.com/survey_responses/ringex-review-12983792)" | | 3 | [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) | 4.5/5.0 (353 reviews) | Agent-level FCR and CSAT self-coaching | "[Intuitive, Seamless Integration, and Feature-Rich Quality Control](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750)" | | 4 | [evaluagent](https://www.g2.com/products/evaluagent/reviews) | 4.5/5.0 (437 reviews) | Agent-level QA scoring with closed-loop coaching | "[User-Friendly Features That Transformed Our Call Center Operations](https://www.g2.com/survey_responses/evaluagent-review-13017982)" | | 5 | [Hiya Connect Branded Call](https://www.g2.com/products/hiya-connect-branded-call/reviews) | 4.7/5.0 (136 reviews) | Outbound call spam-remediation with branded caller ID | "[Effortless Branding with Boosted Call Recognition](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)" | | 6 | [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) | 4.4/5.0 (1,466 reviews) | Omnichannel QA with unified agent scorecards | "[Effortless Setup, Powerful Integrations](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)" | | 7 | [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews) | 4.5/5.0 (797 reviews) | Structured scorecard-to-coaching QA workflows | "[Intuitive, User-Friendly Scorebuddy That Simplifies Customer Support Evaluations](https://www.g2.com/survey_responses/scorebuddycx-review-12442475)" | | 8 | [Talkdesk](https://www.g2.com/products/talkdesk/reviews) | 4.4/5.0 (2,441 reviews) | AI-scored call QA with agent coaching loops | "[Talkdesk Makes Multichannel Customer Conversations Easy and Organized](https://www.g2.com/survey_responses/talkdesk-review-13077590)" | | 9 | [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) | 4.8/5.0 (1,053 reviews) | Agent evaluation and coaching feedback loops | "[evaluation use](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)" | | 10 | [Level AI](https://www.g2.com/products/level-ai/reviews) | 4.6/5.0 (211 reviews) | AI-automated QA coverage across contact channels | "[Efficient Call Review with Handy Transcription, Needs Enhanced Details](https://www.g2.com/survey_responses/level-ai-review-11320627)" | --- ## What Are the Most Common Questions About Contact Center Quality Assurance Software? *AI-generated · Last updated: May 26, 2026* ### What efficient contact center quality assurance platforms? Based on G2 reviews, efficient contact center quality assurance platforms are typically described as tools that help teams review more interactions, centralize feedback, and reduce manual effort. Reviewers across this category frequently mention automation, searchable transcripts, scorecards, coaching workflows, and reporting as the capabilities that make day-to-day QA work faster. According to verified users, teams value platforms that surface trends, flag coaching opportunities, and keep evaluations consistent across calls, chats, and other channels. G2 reviewers mention that efficiency often improves when platforms combine monitoring, analytics, and feedback in one place, though some users also note setup complexity, reporting limitations, or navigation learning curves depending on the product. ### What user-friendly quality assurance software for call centers? Based on G2 reviews, user-friendly quality assurance software for call centers is usually described as software with clear navigation, intuitive dashboards, and workflows that are easy for evaluators and agents to adopt. According to verified users, products in this category stand out when scorecards, reports, transcripts, and coaching tools are easy to access without heavy technical effort. G2 reviewers mention that ease of use is especially important for onboarding new team members, reviewing calls quickly, and reducing time spent switching between systems. At the same time, some users note that even user-friendly platforms can still involve a learning curve for advanced reporting, customization, or deeper analytics, especially in larger or more complex environments. ### What is the best contact center QA software for small businesses? Based on G2 reviews, [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) stands out for small businesses because reviewers consistently describe it as easy to use, straightforward to learn, and practical for managing scorecards, coaching, and day-to-day quality monitoring. According to verified users, smaller teams often value software that simplifies QA workflows without requiring heavy setup or a large internal admin team. G2 reviewers mention that the right fit for small businesses usually combines ease of navigation, clear reporting, and customizable evaluations, while still helping teams identify coaching opportunities and track agent performance over time. Some reviews also note tradeoffs such as reporting depth or occasional navigation friction, so fit still depends on team needs and workflow complexity. **Here are some of the top-rated products on G2:** - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – commonly praised for easy scorecards, clear QA workflows, and coaching visibility for daily audits - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) – often used for centralized case management, omnichannel support, and workflow automation - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – frequently mentioned for performance tracking, structured evaluations, and accessible feedback for agents ### What highly recommended contact center quality monitoring solutions? Based on G2 reviews, highly recommended contact center quality monitoring solutions are often the ones that help teams evaluate more interactions, coach agents consistently, and uncover trends without relying only on manual sampling. According to verified users, buyers tend to value platforms that combine scorecards, recordings or transcripts, analytics, and feedback workflows in one place. G2 reviewers mention that strong solutions in this category also support calibration, performance visibility, and easier reporting for managers. At the same time, recommendations often come with practical caveats around setup effort, customization, and reporting flexibility. In short, the most recommended options are usually those that make QA more scalable while still giving supervisors actionable insights for coaching and service improvement. ### What leading contact center quality assurance tools comparison? Based on G2 reviews, a comparison of leading contact center quality assurance tools usually comes down to a few recurring themes: automation depth, reporting usability, coaching workflows, transcript quality, and ease of setup. According to verified users, some products are favored for customizable scorecards and structured audits, while others are praised for broader conversation analytics, real-time guidance, or strong integrations with contact center and CRM systems. G2 reviewers mention that certain platforms are especially useful for scaling QA coverage, while others stand out for agent-facing feedback, calibration support, or simpler daily workflows. The tradeoffs buyers most often note involve reporting complexity, learning curve, system speed, and how much configuration is needed before teams see value. ### What top-rated contact center quality assurance software vendors? Based on G2 reviews, top-rated contact center quality assurance software vendors are generally recognized for helping teams centralize evaluations, coach more effectively, and review more conversations with less manual effort. According to verified users, the strongest vendors in this category are often praised for clear workflows, scalable analytics, dependable support, and integrations with broader contact center operations. G2 reviewers mention that buyers often differentiate vendors based on whether they prioritize ease of use, customizable scorecards, conversation intelligence, or broader contact center functionality. Human support and implementation experience also come up frequently in reviews, especially for teams rolling out QA programs across larger operations. Overall, top-rated vendors tend to pair practical usability with measurable visibility into agent performance and customer interactions. **Here are some of the top-rated products on G2:** - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – often highlighted for structured scorecards, coaching follow-up, and accessible reporting for QA teams - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) – frequently used for centralized support operations, omnichannel case handling, and automation - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – commonly used for monitoring agent performance, quality reviews, and feedback visibility ### What best contact center QA app for mobile integration? Based on G2 reviews, the best contact center QA app for mobile integration depends on whether teams prioritize mobile access for reviewing schedules, scores, calls, or customer interactions. According to verified users, some products are appreciated for working across devices or making it easier to stay connected away from a desk, while others receive feedback asking for stronger mobile support or better mobile app performance. G2 reviewers mention that mobile readiness matters most when supervisors, agents, or distributed teams need flexibility to review quality data and interactions on the go. Reviews also show that buyers should look closely at what “mobile integration” means in practice, since some tools support mobile access well while others still have limitations around app experience or feature depth. **Here are some of the top-rated products on G2:** - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) – reviewers note easy access to scores, dashboards, and customer feedback with a simple user experience - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – frequently used for QA visibility, score tracking, and coaching workflows that reviewers find easy to access - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – often praised for clear feedback access and performance tracking, with some users requesting broader mobile support ### What contact center quality assurance tool with top reviews? Based on G2 reviews, a contact center quality assurance tool with top reviews is usually one that balances practical usability with scalable evaluation and coaching features. According to verified users, the most positively reviewed tools often help teams automate parts of QA, surface clear performance insights, and make feedback more consistent across agents. G2 reviewers mention that highly reviewed products in this category often stand out for intuitive workflows, strong scorecard support, and easier access to recordings, transcripts, or summaries. Buyers also pay attention to implementation support and how well reporting fits daily operations. While no tool is described as perfect in every review, products with top reviews tend to show consistent value in improving visibility, coaching quality, and operational efficiency. ### Which affordable QA software for call centers? Based on G2 reviews, affordable QA software for call centers is generally understood as software that delivers core quality monitoring, scorecards, and coaching value without requiring overly heavy administration. According to verified users, affordability is often discussed alongside ease of implementation, reporting practicality, and whether the tool helps teams save time by reducing manual reviews. G2 reviewers mention that some products are seen as easier to adopt for teams watching costs, while others are described as more premium or as becoming expensive when advanced features are added. Buyers looking for affordable options typically prioritize usability, dependable workflow support, and enough analytics to improve agent performance without introducing unnecessary complexity or overhead. **Here are some of the top-rated products on G2:** - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – often described as practical for daily QA audits, customizable scorecards, and coaching follow-up - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – commonly used for accessible quality tracking, evaluations, and agent improvement workflows - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) – reviewers frequently mention easy access to customer feedback, dashboards, and performance visibility ### What best QA software for contact centers in tech industry? Based on G2 reviews, the best QA software for contact centers in tech industry settings is usually the software that helps teams handle scale, process complexity, and detailed performance analysis across support interactions. According to verified users, technology-focused teams often value searchable transcripts, centralized reporting, automation, integrations, and the ability to identify coaching opportunities quickly. G2 reviewers mention that tools in this category are especially helpful when managers need consistent evaluation frameworks, faster root-cause analysis, and visibility across large volumes of conversations. Reviews also suggest that the best fit depends on the maturity of the support operation, because some products are better suited for simpler QA workflows while others support broader analytics and more advanced operational oversight. **Here are some of the top-rated products on G2:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) – often used to centralize customer data, automate workflows, and support complex omnichannel service operations - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – reviewers frequently cite performance tracking, structured evaluations, and scalable feedback workflows - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – commonly praised for customizable scorecards, trend visibility, and coaching support for QA teams ## 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=4215&focus%5B%5D=130653&focus%5B%5D=9177&focus%5B%5D=5511) Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), RingEX, my.SQM Auto QA, evaluagent, Genesys Cloud CX, Hiya Connect Branded Call, ScorebuddyCX, 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=genesys-cloud-cx&focus%5B%5D=hiya-connect-branded-call&focus%5B%5D=scorebuddycx&focus%5B%5D=talkdesk) ## How Many Contact Center Quality Assurance Software Products Does G2 Track? **Total Products under this Category:** 166 ### Category Stats (Jul 2026) - **Average Rating**: 4.53/5 (↓0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Amazon Connect (+0.36%) - Among all products in this category, Amazon Connect recorded the largest rating increase compared to last month *Last updated: July 13, 2026* ## How Does G2 Rank Contact Center Quality Assurance Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 35,100+ Authentic Reviews - 166+ 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. ## Which Contact Center Quality Assurance Software Is Best for Your Use Case? - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews) - **Easiest to Use:** [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - **Top Trending:** [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) - **Best Free Software:** [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) --- **Sponsored** ### 8x8 Contact Center 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. 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Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. 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[Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) 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:** 6,969 **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: 9.3/10) - **Evaluation:** 8.8/10 (Category avg: 9.1/10) - **Calibration:** 8.7/10 (Category avg: 8.9/10) - **Integrations:** 8.7/10 (Category avg: 8.8/10) **Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?** - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** https://www.salesforce.com/ - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (579,511 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (83,223 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% Mid-Market, 37% Enterprise #### What Are Agentforce Service (formerly Salesforce Service Cloud)'s Pros and Cons? **Pros:** - Ease of Use (1259 reviews) - Features (1102 reviews) - Case Management (1097 reviews) - Efficiency (973 reviews) - Helpful (591 reviews) **Cons:** - Complexity (697 reviews) - Learning Curve (583 reviews) - Steep Learning Curve (474 reviews) - Expensive (425 reviews) - Complex Usability (423 reviews) ### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Agentforce Service, which simplifies configuration and management processes effectively. - Users appreciate the **centralized management of customer support** interactions, enhancing efficiency and satisfaction through AI-driven automation. - Users appreciate the **efficient case management** feature, enabling quick access to comprehensive information for superior customer service. - Users appreciate the **efficiency** of Agentforce Service, as it boosts productivity and streamlines case management in one portal. - Users value the **helpful guides** provided by Salesforce Service Cloud, making setup and usage remarkably easy and efficient. **Cons:** - Users find the **system complexity** challenging, struggling with configuration and integration across various platforms and data sources. - Users find the **steep learning curve** of Agentforce Service challenging, often needing expert assistance for effective use. - Users find the **steep learning curve** of Service Cloud challenging, especially for new team members needing extensive training. - Users find the **cost of Agentforce Service** to be a significant barrier, especially with escalating prices for additional features. - Users find the **complex usability** of Agentforce Service challenging, requiring technical skills for optimal customization and setup. #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **"[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)"** **Rating:** 4.0/5.0 stars *— Naampreet K.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220) --- **"[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)"** **Rating:** 5.0/5.0 stars *— Arnold D.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648) --- #### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)? - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [What does customer self service require?](https://www.g2.com/discussions/what-does-customer-self-service-require) - [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments - [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system) ### 2. [RingEX](https://www.g2.com/products/ringex/reviews) 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:** 1,369 **How Do G2 Users Rate RingEX?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.3/10) **Who Is the Company Behind RingEX?** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (61,963 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,726 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Office Manager, Owner - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 57% Small-Business, 34% Mid-Market #### What Are RingEX's Pros and Cons? **Pros:** - Ease of Use (195 reviews) - Customer Support (124 reviews) - Helpful (100 reviews) - Reliability (96 reviews) - Phone Calls (93 reviews) **Cons:** - Complex Processes (44 reviews) - Call Issues (42 reviews) - Poor Customer Support (41 reviews) - Customer Service (35 reviews) - Limitations (35 reviews) ### What Do G2 Reviewers Say About RingEX? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **ease of use** of RingEX, enjoying simple administration and smooth device call switching. - Users value the **helpful customer support** from RingEX, making the setup process smoother and more efficient. - Users find the **support helpful** for maintaining client connections and ensuring reliable communication during setup. - Users value the **exceptional reliability** of RingEX, benefiting from its high-quality calls and user-friendly interface. - Users appreciate the **HD voice quality and ease of use** of RingEX for effective communication and support. **Cons:** - Users find the **onboarding process complex** , leading to confusion and difficulties with setup and integration. - Users experience **poor call quality** and inconsistency in call routing, impacting their overall satisfaction with RingEX. - Users often face **poor customer support** , struggling to reach live assistance when problems arise, particularly during onboarding. - Users struggle with **poor customer service availability** , making onboarding and troubleshooting a frustrating experience. - Users find the **overwhelming interface** and slow support responses of RingEX to be notable drawbacks in their experience. #### What Are Recent G2 Reviews of RingEX? **"[Seamless Communication, Unifies Our Workflow](https://www.g2.com/survey_responses/ringex-review-12983792)"** **Rating:** 5.0/5.0 stars *— Suhasu U.* [Read full review](https://www.g2.com/survey_responses/ringex-review-12983792) --- **"[Stable calls, solid messaging, and AI that actually helps after meetings](https://www.g2.com/survey_responses/ringex-review-13097268)"** **Rating:** 4.5/5.0 stars *— Omar S.* [Read full review](https://www.g2.com/survey_responses/ringex-review-13097268) --- #### What Are G2 Users Discussing About RingEX? - [What is RingCentral MVP used for?](https://www.g2.com/discussions/what-is-ringcentral-mvp-used-for) - [Is RingCentral good?](https://www.g2.com/discussions/is-ringcentral-good) - 1 comment - [What are the three RingCentral plans products?](https://www.g2.com/discussions/what-are-the-three-ringcentral-plans-products) - [What is RingCentral office?](https://www.g2.com/discussions/what-is-ringcentral-office) ### 3. [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) SQM is Disrupting Contact Center QA. Traditional QA tells you whether agents followed the script. SQM tells you whether the customer is satisfied, at risk, or needs recovery. SQM is a QA-CSAT automation software leader that helps contact centers improve CX with accurate predictive CSAT insights, benchmarkable CX metrics, GenAI-powered agent CX self-coaching, and CSAT excellence awards & badges that motivate agents to perform at their best. SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked against 500+ leading contact centers and SQM awards, and provide CX badges for organizations that achieve outstanding CSAT results. my.SQM™ QA-CSAT automation tool is an AI-powered call center quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver great customer satisfaction on every call. According to G2 reviews, mySQM™ Auto QA Ranks #1 in North America for User CSAT. In enterprise environments, SQM often starts by augmenting the existing QA ecosystem with a predictive CSAT and benchmarking layer that works alongside the client’s existing CCaaS, QA, or WEM platform. This allows contact centers to add SQM’s predictive CSAT, benchmarking, and CX-focused Auto QA capabilities without disrupting their current technology stack. As adoption expands, SQM can replace the contact center’s primary QA platform for measuring, managing, and improving both CX and compliance performance. Auto QA/CX Scoring delivers quality assurance benchmarkable KPIs, including agent behavior metrics such as 25 CX and 20 call compliance metrics, and predictive customer satisfaction scores. All CX, CSAT, and compliance metrics are benchmarkable. We offer standardized QA metrics and KPIs so you can benchmark your performance against your industry, leading organization call centers, or within your company. In addition, to enhance your QA insights, you can customize your QA metrics and KPIs to meet your business needs. **Average Rating:** 4.5/5.0 **Total Reviews:** 353 **How Do G2 Users Rate my.SQM Auto QA?** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.3/10) - **Evaluation:** 9.0/10 (Category avg: 9.1/10) - **Calibration:** 8.7/10 (Category avg: 8.9/10) - **Integrations:** 8.5/10 (Category avg: 8.8/10) **Who Is the Company Behind my.SQM Auto QA?** - **Seller:** [SQM Group](https://www.g2.com/sellers/sqm-group) - **Company Website:** https://www.sqmgroup.com/ - **Year Founded:** 1996 - **HQ Location:** Coeur d'Alene, US - **Twitter:** @SQMGroup_ (1,847 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/sqm-group-inc-/ (81 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor - **Top Industries:** Insurance, Consumer Services - **Company Size:** 38% Mid-Market, 24% Enterprise #### What Are my.SQM Auto QA's Pros and Cons? **Pros:** - Ease of Use (26 reviews) - Helpful (15 reviews) - Navigation Ease (10 reviews) - Easy Access (7 reviews) - Coaching (6 reviews) **Cons:** - Call Issues (16 reviews) - Complexity (6 reviews) - Inaccurate Data Analysis (6 reviews) - Scoring Issues (5 reviews) - App Functionality (3 reviews) ### What Do G2 Reviewers Say About my.SQM Auto QA? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of my.SQM Auto QA, finding it easy to navigate and user-friendly. - Users value the **feedback mechanism** of my.SQM Auto QA, enabling impactful improvements and self-coaching opportunities. - Users appreciate the **navigation ease** of my.SQM Auto QA, finding it simple to use and understand. - Users value the **easy access to information** , enhancing their understanding and performance tracking effectively. - Users value the **effective coaching and feedback** features of my.SQM Auto QA, enhancing personal growth and performance. **Cons:** - Users express frustration over **call issues** due to limited recordings and focus on outdated landline demographics. - Users find the **information filtering complicated** , causing confusion with the various metrics and sections offered. - Users find that **inaccurate data analysis** leads to confusion with metrics and difficulty in interpreting statistics. - Users face **scoring issues** due to subjective surveys and external factors affecting their overall performance metrics. - Users find the app **hard to navigate** , struggling with an overwhelming amount of information and numerous reports. #### What Are Recent G2 Reviews of my.SQM Auto QA? **"[Exceptional Real-Time Guidance with an Easy, Customizable Experience](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12443758)"** **Rating:** 5.0/5.0 stars *— Marcel M.* [Read full review](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12443758) --- **"[Intuitive, Seamless Integration, and Feature-Rich Quality Control](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750)"** **Rating:** 5.0/5.0 stars *— Mayhew T.* [Read full review](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750) --- #### What Are G2 Users Discussing About my.SQM Auto QA? - [What needs improvement with mySQM QA Software to better support your quality assurance processes?](https://www.g2.com/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes) ### 4. [evaluagent](https://www.g2.com/products/evaluagent/reviews) 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:** 437 **How Do G2 Users Rate evaluagent?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.1/10) - **Calibration:** 8.9/10 (Category avg: 8.9/10) - **Integrations:** 8.5/10 (Category avg: 8.8/10) **Who Is the Company Behind evaluagent?** - **Seller:** [EvaluAgent](https://www.g2.com/sellers/evaluagent) - **Company Website:** https://www.evaluagent.com/ - **Year Founded:** 2012 - **HQ Location:** Middlesbrough, GB - **Twitter:** @evaluagent (1,109 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2505438/ (53 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Assurance Manager, Ambassador - **Top Industries:** Financial Services, Consumer Services - **Company Size:** 64% Mid-Market, 17% Small-Business #### What Are evaluagent's Pros and Cons? **Pros:** - Ease of Use (81 reviews) - Helpful (39 reviews) - User Interface (34 reviews) - Improvement (24 reviews) - Navigation Ease (24 reviews) **Cons:** - Missing Features (15 reviews) - Layout Issues (14 reviews) - Not Intuitive (13 reviews) - Complexity (12 reviews) - Filtering Issues (12 reviews) ### 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 data presentations. - Users find evaluagent **exceptionally helpful** , enhancing learning with user-friendly features and centralized data management. - Users praise the **user-friendly interface** of evaluagent, enhancing their work experience and learning efficiency. - Users value the **intuitive interface** of EvaluAgent, which simplifies phone call reviews and enhances customer service skills. - Users find the **navigation simple and intuitive** , making it effortless to navigate through the platform's features. **Cons:** - Users find the **lack of messaging tools and customization options** limits Evaluagent's potential as a complete QA solution. - Users find the **layout issues** of EvaluAgent hinder usability, especially for those less familiar with the system. - Users find the **interface not intuitive** , leading to frustration, especially for newcomers and those less familiar with the system. - Users find the **complexity of advanced features** overwhelming, making it challenging to navigate for new users. - Users report **filtering issues** , finding the design inadequate for simpler views and complicating their experience. #### What Are Recent G2 Reviews of evaluagent? **"[Combines Automation with Actionable Insights for QA](https://www.g2.com/survey_responses/evaluagent-review-12574995)"** **Rating:** 5.0/5.0 stars *— Wilson L.* [Read full review](https://www.g2.com/survey_responses/evaluagent-review-12574995) --- **"[User-Friendly Features That Transformed Our Call Center Operations](https://www.g2.com/survey_responses/evaluagent-review-13017982)"** **Rating:** 4.5/5.0 stars *— Imelda L.* [Read full review](https://www.g2.com/survey_responses/evaluagent-review-13017982) --- #### What Are G2 Users Discussing About evaluagent? - [What is EvaluAgent used for?](https://www.g2.com/discussions/what-is-evaluagent-used-for) - 2 comments ### 5. [Hiya Connect Branded Call](https://www.g2.com/products/hiya-connect-branded-call/reviews) 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:** 136 **How Do G2 Users Rate Hiya Connect Branded Call?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 9.0/10 (Category avg: 9.1/10) - **Calibration:** 8.8/10 (Category avg: 8.9/10) - **Integrations:** 8.7/10 (Category avg: 8.8/10) **Who Is the Company Behind Hiya Connect Branded Call?** - **Seller:** [Hiya](https://www.g2.com/sellers/hiya) - **Company Website:** https://www.hiya.com/ - **Year Founded:** 2016 - **HQ Location:** Seattle, US - **Twitter:** @hiya (6,463 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/hiyainc (240 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Insurance - **Company Size:** 47% Mid-Market, 38% Small-Business #### What Are Hiya Connect Branded Call's Pros and Cons? **Pros:** - Ease of Use (20 reviews) - Helpful (19 reviews) - Easy Setup (14 reviews) - Customer Support (11 reviews) - Reliability (11 reviews) **Cons:** - Expensive (7 reviews) - Call Issues (6 reviews) - Number Issues (4 reviews) - Poor Reporting (4 reviews) - High Cost (3 reviews) ### What Do G2 Reviewers Say About Hiya Connect Branded Call? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Hiya Connect Branded Call, enjoying quick setup and intuitive management. - Users find the **insights and support** from Hiya Connect Branded Call incredibly helpful, enhancing connect rates and brand trust. - Users appreciate the **easy setup** of Hiya Connect Branded Call, facilitating smooth deployment and effective connections with customers. - Users highlight the **exceptional customer support** from Hiya, noting responsiveness and helpfulness throughout their onboarding experience. - Users commend the **consistency and reliability** of Hiya Connect, enhancing trust and increasing contact rates with clients. **Cons:** - Users find the **high cost** of Hiya Connect Branded Call challenging, especially for smaller companies needing effective reporting. - Users report **call issues** due to limited device and carrier support, along with poor customer service experiences. - Users report **number issues** with Hiya Connect, including limited EMEA coverage and challenges with bulk-renaming numbers. - Users express frustration with **poor reporting** capabilities, complicating performance management and necessitating daily updates for Vodafone. - Users find the **high cost** of Hiya Connect Branded Call challenging, especially for small businesses needing budget-friendly options. #### What Are Recent G2 Reviews of Hiya Connect Branded Call? **"[Essential for Outgoing Calls](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12771144)"** **Rating:** 4.5/5.0 stars *— Alexandre B.* [Read full review](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12771144) --- **"[Effortless Branding with Boosted Call Recognition](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)"** **Rating:** 4.5/5.0 stars *— Aaron W.* [Read full review](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177) --- #### What Are G2 Users Discussing About Hiya Connect Branded Call? - [What is Hiya Connect used for?](https://www.g2.com/discussions/what-is-hiya-connect-used-for) - 3 comments ### 6. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) 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:** 1,466 **How Do G2 Users Rate Genesys Cloud CX?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10) - **Evaluation:** 8.8/10 (Category avg: 9.1/10) - **Calibration:** 8.6/10 (Category avg: 8.9/10) - **Integrations:** 8.5/10 (Category avg: 8.8/10) **Who Is the Company Behind Genesys Cloud CX?** - **Seller:** [Genesys](https://www.g2.com/sellers/genesys) - **Company Website:** https://www.genesys.com - **Year Founded:** 1990 - **HQ Location:** Menlo Park, CA - **Twitter:** @Genesys (32,180 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/601919/ (8,569 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Case Advocate, Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 45% Mid-Market, 40% Enterprise #### What Are Genesys Cloud CX's Pros and Cons? **Pros:** - Ease of Use (135 reviews) - Features (98 reviews) - Reliability (76 reviews) - Efficiency (72 reviews) - Helpful (60 reviews) **Cons:** - Limited Features (55 reviews) - Missing Features (53 reviews) - Complexity (42 reviews) - Inadequate Reporting (38 reviews) - Learning Curve (37 reviews) ### What Do G2 Reviewers Say About Genesys Cloud CX? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Genesys Cloud CX, streamlining operations and enhancing flexibility for their teams. - Users appreciate the **innovative features** of Genesys Cloud CX, enhancing communication and collaboration effectively for their operations. - Users value the **reliable cloud-based accessibility** of Genesys Cloud CX, enhancing business continuity and client satisfaction. - Users commend the **efficiency** of Genesys Cloud CX, which enhances agility and streamlines operations across multiple channels. - Users appreciate the **customization options** in Genesys Cloud CX, enhancing their unique routing and call flow requirements. **Cons:** - Users feel the **limited features** of Genesys Cloud CX require extra licenses, complicating usability and integration. - Users are concerned about **missing features** in Genesys Cloud CX, specifically related to advanced functionalities and integrations. - Users find the interface of Genesys Cloud CX to be **overwhelming and complex** , especially for newcomers navigating its features. - Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, lacking customization and efficiency for complex needs. - Users find the **steep learning curve** of Genesys Cloud CX challenging, with complex navigation and hidden features for newcomers. #### What Are Recent G2 Reviews of Genesys Cloud CX? **"[Effortless Setup, Powerful Integrations](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)"** **Rating:** 5.0/5.0 stars *— Lucas A.* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137) --- **"[A Flexible and Scalable Platform for Modern Customer Experience](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148)"** **Rating:** 5.0/5.0 stars *— Phaneendra A.* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148) --- #### What Are G2 Users Discussing About Genesys Cloud CX? - [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes - [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) - 2 comments - [What are the 4 most important benefits of Active Directory?](https://www.g2.com/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment - [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments - [Does Genesys integrate with Salesforce?](https://www.g2.com/discussions/purecloud-for-salesforce-does-genesys-integrate-with-salesforce) ### 7. [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews) 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:** 797 **How Do G2 Users Rate ScorebuddyCX?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10) - **Evaluation:** 9.3/10 (Category avg: 9.1/10) - **Calibration:** 8.8/10 (Category avg: 8.9/10) - **Integrations:** 8.4/10 (Category avg: 8.8/10) **Who Is the Company Behind ScorebuddyCX?** - **Seller:** [ScorebuddyCX](https://www.g2.com/sellers/scorebuddycx) - **Company Website:** https://www.scorebuddycx.com - **Year Founded:** 2001 - **HQ Location:** Dublin - **LinkedIn® Page:** https://www.linkedin.com/company/2587098/ (62 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Team Leader, Team Lead - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 58% Mid-Market, 21% Small-Business #### What Are ScorebuddyCX's Pros and Cons? **Pros:** - Ease of Use (66 reviews) - Scoring System (48 reviews) - Coaching (24 reviews) - Efficiency (23 reviews) - Helpful (21 reviews) **Cons:** - Missing Features (14 reviews) - Poor Reporting (14 reviews) - Layout Issues (11 reviews) - Slow Loading (10 reviews) - Scoring Issues (9 reviews) ### What Do G2 Reviewers Say About ScorebuddyCX? *AI-generated summary from verified user reviews* **Pros:** - Users find ScorebuddyCX to be **user-friendly and easy to implement** , ensuring a smooth onboarding experience for teams. - Users appreciate the **customizable scorecards and powerful analytics** of ScorebuddyCX, making quality assurance effective and developmental. - Users appreciate the **streamlined coaching process** in ScorebuddyCX, enhancing performance tracking and feedback clarity. - Users appreciate the **efficiency** of ScorebuddyCX, streamlining quality assurance with its intuitive and structured approach. - Users value the **simplicity and transparency** of ScorebuddyCX, enhancing performance tracking and coaching effectiveness. **Cons:** - Users are frustrated by the **missing features** in ScorebuddyCX, hindering efficiency in managing scorecards and reviews. - Users find the **reporting limited** , requiring extra effort for customized insights and complicated data navigation. - Users find the **layout issues** frustrating, as the site feels outdated and lacks effective data reporting features. - Users experience **slow loading** times that hinder efficiency and can be frustrating, especially during busy periods. - Users report **scoring issues** with ScorebuddyCX, affecting call evaluations and preventing score updates or visibility. #### What Are Recent G2 Reviews of ScorebuddyCX? **"[Easy to Access and User-Friendly](https://www.g2.com/survey_responses/scorebuddycx-review-12385461)"** **Rating:** 5.0/5.0 stars *— Aldrin Q.* [Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12385461) --- **"[Intuitive, User-Friendly Scorebuddy That Simplifies Customer Support Evaluations](https://www.g2.com/survey_responses/scorebuddycx-review-12442475)"** **Rating:** 5.0/5.0 stars *— John Mark M.* [Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12442475) --- #### What Are G2 Users Discussing About ScorebuddyCX? - [What does Scorebuddy do?](https://www.g2.com/discussions/what-does-scorebuddy-do) - 3 comments, 2 upvotes - [What is the Scorebuddy internal messaging service?](https://www.g2.com/discussions/what-is-the-scorebuddy-internal-messaging-service) - [How do you use Scorebuddy?](https://www.g2.com/discussions/how-do-you-use-scorebuddy) - 3 comments - [What is Scorebuddy?](https://www.g2.com/discussions/what-is-scorebuddy) - 1 comment, 1 upvote ### 8. [Talkdesk](https://www.g2.com/products/talkdesk/reviews) Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. 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:** 2,441 **How Do G2 Users Rate Talkdesk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.1/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Integrations:** 9.0/10 (Category avg: 8.8/10) **Who Is the Company Behind Talkdesk?** - **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk) - **Company Website:** https://www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk (6,959 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,391 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor, Customer Service Representative - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Mid-Market, 21% Enterprise #### What Are Talkdesk's Pros and Cons? **Pros:** - Ease of Use (310 reviews) - Efficiency (175 reviews) - Features (171 reviews) - Call Management (170 reviews) - Helpful (167 reviews) **Cons:** - Call Issues (119 reviews) - Technical Issues (78 reviews) - Missing Features (76 reviews) - Notification Issues (58 reviews) - Connection Issues (54 reviews) ### What Do G2 Reviewers Say About Talkdesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **user-friendly interface** of Talkdesk, enabling easy access to call history and customer conversations. - Users appreciate the **efficiency** of Talkdesk, seamlessly integrating various communication platforms for exceptional customer service. - Users appreciate the **comprehensive features** and **intuitive interface** of Talkdesk, enhancing their workflow and customer interactions. - Users appreciate the **seamless call management** in Talkdesk, enhancing efficiency and minimizing manual errors during customer interactions. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and reducing workload for customer teams. **Cons:** - Users report facing **call issues** with Talkdesk, including poor audio and dropped calls affecting communication quality. - Users experience **technical issues** with Talkdesk, including dropped calls, glitches, and the need for frequent restarts. - Users are frustrated by **missing features** in Talkdesk, hindering efficient communication and workflow management. - Users report frustrating **notification issues** with Talkdesk, leading to unexpected offline statuses and system crashes. - Users frequently experience **connection issues** with Talkdesk, leading to frustrating delays and affecting overall efficiency. #### What Are Recent G2 Reviews of Talkdesk? **"[Talkdesk Makes Multichannel Customer Conversations Easy and Organized](https://www.g2.com/survey_responses/talkdesk-review-13077590)"** **Rating:** 5.0/5.0 stars *— Bri V.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13077590) --- **"[Talkdesk: Easy to Navigate, Accurate Translation, and Great Performance](https://www.g2.com/survey_responses/talkdesk-review-13074985)"** **Rating:** 5.0/5.0 stars *— Tavia C.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13074985) --- #### What Are G2 Users Discussing About Talkdesk? - [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments - [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) - 2 comments ### 9. [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) 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: 9.3/10) - **Evaluation:** 9.7/10 (Category avg: 9.1/10) - **Calibration:** 9.6/10 (Category avg: 8.9/10) - **Integrations:** 9.6/10 (Category avg: 8.8/10) **Who Is the Company Behind Playvox Quality Management?** - **Seller:** [Playvox](https://www.g2.com/sellers/playvox) - **Year Founded:** 2012 - **HQ Location:** Sunnyvale, CA - **Twitter:** @PlayVoxCX (1,675 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1085709/ (43 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Customer Experience - **Top Industries:** Consumer Services, Banking - **Company Size:** 58% Mid-Market, 34% Enterprise #### What Are Playvox Quality Management's Pros and Cons? **Pros:** - Ease of Use (30 reviews) - Coaching (11 reviews) - Efficiency (11 reviews) - Helpful (11 reviews) - Scoring System (11 reviews) **Cons:** - Limited Customization (3 reviews) - Missing Features (3 reviews) - Poor Reporting (3 reviews) - Slow Loading (3 reviews) - Update Issues (3 reviews) ### 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, enjoying its friendly interface and fast navigation. - Users value the **effective coaching support** in Playvox, enabling performance monitoring and constructive feedback integration. - Users find Playvox enhances **efficiency** with seamless auditing, improving customer service and team performance through real-time feedback. - Users find Playvox to be a **helpful tool** for coaching, performance monitoring, and quality score management. - Users value the **user-friendly scoring system** , appreciating its functionality and ease of navigation for quality evaluations. **Cons:** - Users find the **limited customization** options of Playvox Quality Management restrict their ability to tailor the tool effectively. - Users express concern over **missing features** , such as limited dispute raising time and lack of interface customization. - Users find the **poor reporting** functionality lacks flexibility and needs improvements for a better user experience. - Users experience **slow loading times** , often waiting several minutes for items to display, which affects usability. - Users experience **update issues** that disrupt access to KPIs and affect workflow, requiring better management of system interruptions. #### What Are Recent G2 Reviews of Playvox Quality Management? **"[evaluation use](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)"** **Rating:** 5.0/5.0 stars *— Dayane A.* [Read full review](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629) --- **"[A comprehensive tool to improve quality and optimize team management](https://www.g2.com/survey_responses/playvox-quality-management-review-6978172)"** **Rating:** 5.0/5.0 stars *— Luis A.* [Read full review](https://www.g2.com/survey_responses/playvox-quality-management-review-6978172) --- #### What Are G2 Users Discussing About Playvox Quality Management? - [What is Playvox used for?](https://www.g2.com/discussions/what-is-playvox-used-for) - 1 comment ### 10. [Level AI](https://www.g2.com/products/level-ai/reviews) 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:** 211 **How Do G2 Users Rate Level AI?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.1/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Integrations:** 8.6/10 (Category avg: 8.8/10) **Who Is the Company Behind Level AI?** - **Seller:** [Level AI](https://www.g2.com/sellers/level-ai) - **Company Website:** https://thelevel.ai/ - **Year Founded:** 2018 - **HQ Location:** Mountain View, US - **Twitter:** @TheLevelAI (204 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/level-ai (212 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst, Supervisor - **Top Industries:** Consumer Services, Food & Beverages - **Company Size:** 56% Mid-Market, 32% Enterprise #### What Are Level AI's Pros and Cons? **Pros:** - Ease of Use (78 reviews) - Helpful (55 reviews) - Efficiency (43 reviews) - Accuracy (37 reviews) - User Interface (34 reviews) **Cons:** - Inaccuracy (23 reviews) - Slow Performance (17 reviews) - Accuracy Issues (15 reviews) - AI Inaccuracy (13 reviews) - Translation Accuracy (13 reviews) ### What Do G2 Reviewers Say About Level AI? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** with Level AI, enjoying a clean, intuitive interface and straightforward navigation. - Users praise the **helpfulness** of Level AI in improving customer service and streamlining data analysis efforts. - Users praise the **increased efficiency** of Level AI, streamlining customer support and enhancing communication analysis. - Users value the **accuracy** of Level AI, enhancing customer interactions with impressive, context-aware responses. - Users appreciate the **intuitive and user-friendly interface** of Level AI, making it easy to track performance efficiently. **Cons:** - Users report **inaccuracy in AI QA scores** , leading to frustration and delays in monitoring agent performance. - Users experience **slow performance** with Level AI, particularly with delayed updates and instascore calculations hindering timely feedback. - Users express concern over **accuracy issues** with Level AI's scoring and evaluation processes, affecting monitoring efficiency. - Users face challenges with **AI inaccuracies** , affecting call grading and performance monitoring due to delays and data issues. - Users report occasional **translation accuracy issues** with Level AI, especially concerning accents and context interpretation. #### What Are Recent G2 Reviews of Level AI? **"[Our Level AI Partnership has been a magical experience!](https://www.g2.com/survey_responses/level-ai-review-13022467)"** **Rating:** 4.5/5.0 stars *— Aaron H.* [Read full review](https://www.g2.com/survey_responses/level-ai-review-13022467) --- **"[Efficient Call Review with Handy Transcription, Needs Enhanced Details](https://www.g2.com/survey_responses/level-ai-review-11320627)"** **Rating:** 4.0/5.0 stars *— Verified User in Consumer Services* [Read full review](https://www.g2.com/survey_responses/level-ai-review-11320627) --- #### What Are G2 Users Discussing About Level AI? - [What is LevelAI used for?](https://www.g2.com/discussions/what-is-levelai-used-for) - 1 comment ### 11. [Balto](https://www.g2.com/products/balto/reviews) 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:** 578 **How Do G2 Users Rate Balto?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.3/10) - **Evaluation:** 9.6/10 (Category avg: 9.1/10) - **Calibration:** 9.5/10 (Category avg: 8.9/10) - **Integrations:** 9.5/10 (Category avg: 8.8/10) **Who Is the Company Behind Balto?** - **Seller:** [Balto](https://www.g2.com/sellers/balto) - **Company Website:** https://www.balto.ai/ - **Year Founded:** 2017 - **HQ Location:** St Louis, US - **Twitter:** @balto_ai (243 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16265721/ (163 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Medicare Sales Representative, MSR - **Top Industries:** Insurance, Consumer Services - **Company Size:** 48% Mid-Market, 25% Enterprise #### What Are Balto's Pros and Cons? **Pros:** - Ease of Use (49 reviews) - Helpful (48 reviews) - Accuracy (22 reviews) - Call Recording (16 reviews) - Customer Support (16 reviews) **Cons:** - Call Issues (20 reviews) - Accuracy Issues (12 reviews) - AI Inaccuracy (11 reviews) - Missing Features (9 reviews) - Pop-up Issues (7 reviews) ### What Do G2 Reviewers Say About Balto? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Balto, facilitating better performance and improving sales call outcomes. - Users appreciate Balto for its **time-saving AI features** , enabling efficient call management and note-taking without disruption. - Users appreciate the **accuracy** of Balto, finding its summaries and prompts highly effective in enhancing their calls. - Users appreciate the **call recording accuracy** of Balto, enhancing their experience with detailed summaries and easy usability. - Users appreciate Balto's **immediate support and guidance** , enhancing communication efficiency and overall user confidence. **Cons:** - Users face **call issues** with Balto, including bugs, recording failures, and difficulties retrieving past notes, affecting efficiency. - Users experience **accuracy issues** with Balto, noting vagueness and difficulty in voice recognition during calls. - Users find that Balto's **inaccuracy in suggestions** can lead to vague responses and missing important details. - Users are frustrated by the **missing features** of Balto, including disappearing prompts and lack of scrolling functionality. - Users often face **pop-up issues** that disrupt their workflow and hinder effective communication during calls. #### What Are Recent G2 Reviews of Balto? **"[The Pros and Cons of using Balto.](https://www.g2.com/survey_responses/balto-review-9832751)"** **Rating:** 4.0/5.0 stars *— Eric M.* [Read full review](https://www.g2.com/survey_responses/balto-review-9832751) --- **"[Balto Keeps Calls Confident, Compliant, and Natural with Real-Time Coaching](https://www.g2.com/survey_responses/balto-review-12794530)"** **Rating:** 5.0/5.0 stars *— Schantera M.* [Read full review](https://www.g2.com/survey_responses/balto-review-12794530) --- #### What Are G2 Users Discussing About Balto? - [What is Balto used for?](https://www.g2.com/discussions/what-is-balto-used-for) ### 12. [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) 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:** 599 **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: 9.3/10) - **Evaluation:** 8.5/10 (Category avg: 9.1/10) - **Calibration:** 8.4/10 (Category avg: 8.9/10) - **Integrations:** 8.8/10 (Category avg: 8.8/10) **Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform?** - **Seller:** [Five9](https://www.g2.com/sellers/five9) - **Company Website:** https://www.Five9.com - **Year Founded:** 2001 - **HQ Location:** San Ramon, CA - **Twitter:** @Five9 (14,856 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (3,058 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 56% Mid-Market, 23% Small-Business #### What Are Five9 Intelligent Cloud Contact Center Platform's Pros and Cons? **Pros:** - Ease of Use (118 reviews) - Customer Support (85 reviews) - Helpful (85 reviews) - Features (76 reviews) - Efficiency (62 reviews) **Cons:** - Call Issues (43 reviews) - Complexity (35 reviews) - Missing Features (35 reviews) - Technical Issues (30 reviews) - Poor Customer Support (29 reviews) ### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform? *AI-generated summary from verified user reviews* **Pros:** - Users value the **user-friendly interface** of Five9, making it easy to navigate and utilize effectively. - Users appreciate the **excellent customer support** from Five9, highlighting responsiveness and helpfulness in addressing queries. - Users praise the **responsive and helpful support** of Five9, enhancing their overall experience significantly. - Users appreciate the **responsive support and user-friendly interface** of Five9, enjoying seamless integrations and advanced features. - Users value the **efficiency** of Five9, noting quick setup and seamless integration with other systems for streamlined operations. **Cons:** - Users experience **call issues** with Five9 due to weak email reporting and slow SMS interactions affecting productivity. - Users find the platform's **complexity** overwhelming, requiring extensive training to navigate its interface effectively. - Users note a **lack of essential features** in Five9, leading to difficulties in customization and functionality. - Users experience frequent **technical issues** like call drops and connection glitches that hinder daily operations effectively. - Users often face **poor customer support** , experiencing delays and miscommunications that hinder their overall experience with Five9. #### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform? **"[Automates Interactions and Enhances Customer Experience](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161)"** **Rating:** 5.0/5.0 stars *— José Martín R.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161) --- **"[Five9 a great way to communicate especially when working from home!](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-5038340)"** **Rating:** 5.0/5.0 stars *— Widline N.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-5038340) --- #### What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform? - [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments - [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment - [What is the best call center software?](https://www.g2.com/discussions/what-is-the-best-call-center-software) - [How much is five9 cost?](https://www.g2.com/discussions/how-much-is-five9-cost) - [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) - 2 comments ### 13. [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) 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:** 421 **How Do G2 Users Rate Calabrio ONE?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.3/10) - **Evaluation:** 9.3/10 (Category avg: 9.1/10) - **Calibration:** 8.9/10 (Category avg: 8.9/10) - **Integrations:** 8.6/10 (Category avg: 8.8/10) **Who Is the Company Behind Calabrio ONE?** - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Company Website:** https://www.verint.com/ - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,739 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,343 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Risk Investigator, Workforce Analyst - **Top Industries:** Consumer Services, Hospital & Health Care - **Company Size:** 54% Mid-Market, 36% Enterprise #### What Are Calabrio ONE's Pros and Cons? **Pros:** - Ease of Use (44 reviews) - Efficiency (29 reviews) - Features (28 reviews) - Scheduling (21 reviews) - Customer Support (20 reviews) **Cons:** - Inadequate Reporting (13 reviews) - Poor Reporting (13 reviews) - Missing Features (12 reviews) - Inaccurate Data Analysis (10 reviews) - Not Intuitive (10 reviews) ### What Do G2 Reviewers Say About Calabrio ONE? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Calabrio ONE, streamlining processes and significantly saving time for employees. - Users highlight the **time-saving efficiency** of Calabrio ONE, transforming hours of work into just seconds. - Users value Calabrio ONE for its **ease of use and effective workforce management features** , enhancing operational efficiency and employee satisfaction. - Users value the **flexible scheduling** feature of Calabrio ONE, enhancing employee satisfaction and simplifying workforce management. - Users value the **exceptional customer support** from Calabrio ONE, particularly appreciating the attentive and helpful Customer Success Manager. **Cons:** - Users express frustration with **inadequate reporting** , citing confusion, inaccuracies, and poor support for creating effective reports. - Users express frustration with **poor reporting** capabilities in Calabrio ONE, citing complexity, inconsistencies, and unclear support. - Users are frustrated by the **missing features** in Calabrio ONE, which hinder usability and complicate management tasks. - Users express concern over **inaccurate data analysis** in Calabrio ONE, leading to confusion and lack of confidence in reporting. - Users find the **interface not intuitive** , often struggling to navigate features and utilize Insights effectively. #### What Are Recent G2 Reviews of Calabrio ONE? **"[Calabrio ONE Makes Schedule Management Effortless with Reliable Real-Time Updates](https://www.g2.com/survey_responses/calabrio-one-review-12761859)"** **Rating:** 4.5/5.0 stars *— Yonis A.* [Read full review](https://www.g2.com/survey_responses/calabrio-one-review-12761859) --- **"[Effortless Scheduling with Some Connectivity Hiccups](https://www.g2.com/survey_responses/calabrio-one-review-12662134)"** **Rating:** 4.0/5.0 stars *— martino b.* [Read full review](https://www.g2.com/survey_responses/calabrio-one-review-12662134) --- #### What Are G2 Users Discussing About Calabrio ONE? - [What is Calabrio ONE used for?](https://www.g2.com/discussions/what-is-calabrio-one-used-for) - [What is calabrio WFM?](https://www.g2.com/discussions/what-is-calabrio-wfm) - 1 comment - [Is calabrio owned by Cisco?](https://www.g2.com/discussions/is-calabrio-owned-by-cisco) - [What does calabrio one do?](https://www.g2.com/discussions/what-does-calabrio-one-do) - [How much does calabrio cost?](https://www.g2.com/discussions/how-much-does-calabrio-cost) ### 14. [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) 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:** 1,809 **How Do G2 Users Rate CloudTalk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) - **Evaluation:** 9.1/10 (Category avg: 9.1/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Integrations:** 9.0/10 (Category avg: 8.8/10) **Who Is the Company Behind CloudTalk?** - **Seller:** [CloudTalk](https://www.g2.com/sellers/cloudtalk) - **Company Website:** https://www.cloudtalk.io - **Year Founded:** 2016 - **HQ Location:** New York - **LinkedIn® Page:** https://www.linkedin.com/company/17944841/ (224 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 64% Small-Business, 32% Mid-Market #### What Are CloudTalk's Pros and Cons? **Pros:** - Ease of Use (328 reviews) - Reliability (160 reviews) - Intuitive (155 reviews) - Helpful (143 reviews) - Calling Features (142 reviews) **Cons:** - Call Issues (159 reviews) - Connection Issues (77 reviews) - Missing Features (60 reviews) - Call Management (57 reviews) - Poor Connectivity (48 reviews) ### What Do G2 Reviewers Say About CloudTalk? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of CloudTalk, enhancing efficiency in making and receiving calls effortlessly. - Users appreciate the **reliable performance** of CloudTalk, noting its stability and clear call quality across devices. - Users praise CloudTalk for its **intuitive interface** , making communication management easy and efficient. - Users find CloudTalk **incredibly helpful** for real-time data tracking and efficient communication across markets. - Users value the **easy calling features** of CloudTalk, enjoying quick access and excellent call quality. **Cons:** - Users face challenges with **call issues** , including recording access and connectivity problems, impacting their experience with CloudTalk. - Users often experience **connection issues** with CloudTalk, leading to intermittent disruptions in service and functionality. - Users find the **missing features** of CloudTalk frustrating, especially the lack of essential functions for call centers. - Users experience **call management issues** , such as sync problems with Pipedrive and Chrome extension failures, affecting efficiency. - Users often face **poor connectivity** , struggling with international calls and inconsistent app performance requiring frequent refreshes. #### What Are Recent G2 Reviews of CloudTalk? **"[CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing](https://www.g2.com/survey_responses/cloudtalk-review-12856744)"** **Rating:** 4.5/5.0 stars *— Hunter K.* [Read full review](https://www.g2.com/survey_responses/cloudtalk-review-12856744) --- **"[CloudTalk has simplified our customer communication and improved our team's efficiency.](https://www.g2.com/survey_responses/cloudtalk-review-12852659)"** **Rating:** 5.0/5.0 stars *— Marwan E.* [Read full review](https://www.g2.com/survey_responses/cloudtalk-review-12852659) --- #### What Are G2 Users Discussing About CloudTalk? - [What is CloudTalk used for?](https://www.g2.com/discussions/cloudtalk-what-is-cloudtalk-used-for) - 4 comments, 1 upvote - [What is CloudTalk used for?](https://www.g2.com/discussions/what-is-cloudtalk-used-for) - 2 comments ### 15. [Convin.ai](https://www.g2.com/products/convin-ai/reviews) Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin offers AI-backed tools to track, transcribe, and analyze agent-customer interactions across calls, emails, and chats. The platform is segmented into real-time, post-call analysis, conversation insights, and customer experience suite, addressing critical challenges such as manual intervention and reactive quality assurance. 👉 Convin’s Key Products: A. CX Suite 1. AI Phone calls: Convin AI Phone Call optimizes 100% of inbound and outbound calls with virtual agents, enabling businesses to connect with thousands of leads through personalized, AI-driven voice interactions at low latency. B. Real-time Suite 1. Real-time Agent Assist: Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance. 2. Supervisor Assist: Get 100% visibility into all agent-customer conversations in real-time. Observe real-time changes in sentiment trends, track violations, and prevent escalations with Convin’s supervisor assist dashboard. C. Post-Interaction Suite: 1. Automated QA: Eliminate random sampling, human bias, and inaccurate scoring with Auto QA. Monitor every conversation, including calls, chats, and emails, to understand agent performance and assign coaching. 2. Automated Coaching: Take call center coaching one notch higher with targeted peer-to-peer automated coaching. Have a grip over call center training sessions that are auto-assigned by AI based on best-performing agent conversations. Reduce agent onboarding time by 60% and uptick annual call center ROI. 3. AI Learning Management System: Leverage agent training with a robust LMS comprising manual coaching, a knowledge base, assessments, and courses. Create customized assessments for agents, enrich the knowledge base with the required information, and track agent participation in coaching sessions. D. Voice of Customer: 1. Convin Insights: Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations. 2. Conversation Behavior Analysis: Track and analyze winning and losing trends behind agent-customer interactions and leverage call behavior, action, and phrases to drive more business-winning deals. Replicate winning behavior and eliminate losing behavior to drive a successful and forward-moving business. 3. Customer Intelligence: Unleash the hidden insights within customer calls using customer intelligence. Find keywords and phrases that led to won and lost deals. Listen to customer conversations to discover competitors, objectives, product features, competition, and sentiments. E. Add-ons, 1. Quality Management System: Your one-stop solution for call listening, randomizer (for sampling), call auditing, and custom reporting. Leave audio and video comments for intuitive feedback and prompt auto-send of reports and feedback. 2. Mobile App: Experience agent performance review and coaching on the go. Convin's versatile app empowers business managers and agents alike. While managers access agent performance and conversation data, agents can improve conversation quality with swift coaching. **Average Rating:** 4.7/5.0 **Total Reviews:** 540 **How Do G2 Users Rate Convin.ai?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 9.3/10 (Category avg: 9.1/10) - **Calibration:** 9.2/10 (Category avg: 8.9/10) - **Integrations:** 9.4/10 (Category avg: 8.8/10) **Who Is the Company Behind Convin.ai?** - **Seller:** [Convin](https://www.g2.com/sellers/convin) - **Year Founded:** 2020 - **HQ Location:** Bengaluru, IN - **Twitter:** @convin (12 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/convin/ (150 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst, Policy Advisor - **Top Industries:** Education Management, Health, Wellness and Fitness - **Company Size:** 62% Enterprise, 32% Mid-Market #### What Are Convin.ai's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Accuracy (7 reviews) - User Interface (6 reviews) - Auditing Efficiency (5 reviews) - Auditing (4 reviews) **Cons:** - Auditing Issues (3 reviews) - Inadequate Reporting (3 reviews) - Call Issues (2 reviews) - Improvement Needed (2 reviews) - Inadequate AI Capabilities (2 reviews) ### What Do G2 Reviewers Say About Convin.ai? *AI-generated summary from verified user reviews* **Pros:** - Users find Convin.ai **very user-friendly** , making it simple to audit calls and navigate tasks efficiently. - Users value the **high accuracy** in transcripts and effective UI for assessing agent performance with quality scores. - Users value the **user-friendly interface** of Convin.ai, facilitating easy access to call stats and actionable insights. - Users find the **auditing efficiency** of Convin.ai very handy and user-friendly for analyzing calls effectively. - Users appreciate the **user-friendly auditing features** of Convin.ai, facilitating easy navigation and effective call analysis. **Cons:** - Users face challenges with **auditing issues** , particularly regarding keyboard functionality and incomplete reporting structures. - Users find the **inadequate reporting** of Convin.ai limits usability, affecting their ability to track and analyze data effectively. - Users report **call flow management issues** , finding it cumbersome to control call functions effectively during audits. - Users suggest that **improvement is needed** in the solution, assistance, and referral sections for better efficiency. - Users face **inadequate AI capabilities** , struggling with keyboard usage and accuracy during audits due to limitations in functionality. #### What Are Recent G2 Reviews of Convin.ai? **"[Rapid Innovation and Tailored Automation with Convin](https://www.g2.com/survey_responses/convin-ai-review-12889807)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/convin-ai-review-12889807) --- **"[Best AI for Customer Conversations](https://www.g2.com/survey_responses/convin-ai-review-12704239)"** **Rating:** 4.5/5.0 stars *— Anand P.* [Read full review](https://www.g2.com/survey_responses/convin-ai-review-12704239) --- #### What Are G2 Users Discussing About Convin.ai? - [What is Convin.ai used for?](https://www.g2.com/discussions/what-is-convin-ai-used-for) - 2 comments ### 16. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise. **Average Rating:** 4.3/5.0 **Total Reviews:** 676 **How Do G2 Users Rate Sprinklr Service?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.3/10) - **Evaluation:** 8.2/10 (Category avg: 9.1/10) - **Calibration:** 7.9/10 (Category avg: 8.9/10) - **Integrations:** 7.9/10 (Category avg: 8.8/10) **Who Is the Company Behind Sprinklr Service?** - **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr) - **Company Website:** https://www.sprinklr.com - **Year Founded:** 2009 - **HQ Location:** New York - **Twitter:** @Sprinklr (38,047 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,380 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Social Media Manager, Community Manager - **Top Industries:** Consumer Services, Marketing and Advertising - **Company Size:** 41% Enterprise, 30% Mid-Market #### What Are Sprinklr Service's Pros and Cons? **Pros:** - Ease of Use (81 reviews) - Features (64 reviews) - Helpful (52 reviews) - Efficiency (47 reviews) - Customer Support (37 reviews) **Cons:** - Complexity (29 reviews) - Learning Curve (27 reviews) - Missing Features (26 reviews) - Slow Loading (23 reviews) - Steep Learning Curve (21 reviews) ### What Do G2 Reviewers Say About Sprinklr Service? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** in Sprinklr Service, enhancing the effectiveness of customer experience management. - Users love the **user-friendly interface** of Sprinklr Service, enabling easy post management across multiple social media platforms. - Users appreciate the **professional support team** of Sprinklr Service, enhancing their experience with excellent service and cooperation. - Users value the **efficiency** of Sprinklr Service, managing all channels seamlessly through a single agent interface. - Users appreciate the **first-class customer support** of Sprinklr Service, always available and committed to enhancing the experience. **Cons:** - Users find the platform **overwhelmingly complex** , requiring extensive training and facing user management and technical issues. - Users note a **steep learning curve** with Sprinklr Service, requiring extensive training for effective usage. - Users find **missing features** in Sprinklr Service necessitate native posting, impacting workflow efficiency and convenience. - Users experience **slow loading times** with Sprinklr Service, which delays keyword fetching and case creation, impacting efficiency. - Users find a **steep learning curve** with Sprinklr Service, making it challenging for new or smaller teams to adapt. #### What Are Recent G2 Reviews of Sprinklr Service? **"[Customizable Rules Engine and Regex Detection for Proactive Outage Alerts](https://www.g2.com/survey_responses/sprinklr-service-review-13083125)"** **Rating:** 5.0/5.0 stars *— Asrul R.* [Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-13083125) --- **"[Streamlines Social Media Management Perfectly](https://www.g2.com/survey_responses/sprinklr-service-review-8587157)"** **Rating:** 5.0/5.0 stars *— Waqar A.* [Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-8587157) --- ### 17. [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, CallMiner delivers the most comprehensive platform for capturing and analyzing 100% of omnichannel customer interactions — from voice to text — to transform how organizations understand and act on customer insights. This deep intelligence empowers improvements in agent performance, operational efficiency, and CX enterprise-wide, while also enabling automation and faster, data-driven decisions. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. With these insights, organizations can also better understand what to automate and identify areas of opportunity and improvement in automation workflows. CallMiner’s AI-powered conversation intelligence and CX automation platform empowers organizations to: • Collect structured and unstructured data from 100% of customer interactions • Use AI and ML to uncover intelligence and insights, such as customer sentiment or satisfaction • Leverage intelligence to make informed decisions around agent training and augmentation, automation, business decisions, and more • Embrace automation through virtual agents and customer engagement initiatives • Continually monitor customer interactions (both with humans and AI automation) to make improvements CallMiner’s product suite covers four areas: • Capture: Through recording, screen recording, and redaction capabilities, organizations can capture all of their customer interactions and ingest them into the CallMiner platform • Intelligence: With advanced AI capabilities, including an agentic AI framework, organizations are able to uncover trends and opportunities across omnichannel customer insights at scale • Augmentation: Agent performance and real-time agent guidance capabilities help organizations improve coaching and training initiatives, as well as support agents in real time during interactions • Automation: Voice-first virtual agents help organizations automate inbound and outbound customer service efforts, improving efficiency; the industry's first AI-powered customer engagement tool helps organizations more effectively interact and gain feedback from customers through surveys, forms, and more. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. **Average Rating:** 4.5/5.0 **Total Reviews:** 221 **How Do G2 Users Rate CallMiner Eureka?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 8.9/10 (Category avg: 9.1/10) - **Calibration:** 8.5/10 (Category avg: 8.9/10) - **Integrations:** 8.0/10 (Category avg: 8.8/10) **Who Is the Company Behind CallMiner Eureka?** - **Seller:** [CallMiner](https://www.g2.com/sellers/callminer) - **Company Website:** https://callminer.com/ - **Year Founded:** 2002 - **HQ Location:** Waltham, MA - **Twitter:** @CallMiner (3,247 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/42084/ (337 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Speech Analyst, Business Analyst - **Top Industries:** Financial Services, Insurance - **Company Size:** 47% Mid-Market, 40% Enterprise #### What Are CallMiner Eureka's Pros and Cons? **Pros:** - Helpful (9 reviews) - Artificial Intelligence (6 reviews) - Ease of Use (6 reviews) - Improvement (6 reviews) - Innovation (6 reviews) **Cons:** - Accuracy Issues (3 reviews) - Learning Curve (3 reviews) - Steep Learning Curve (3 reviews) - Difficult Learning (2 reviews) - Difficult Reporting (2 reviews) ### What Do G2 Reviewers Say About CallMiner Eureka? *AI-generated summary from verified user reviews* **Pros:** - Users value the **insightfulness** of CallMiner Eureka, enabling efficient access to customer feedback and essential answers. - Users highly value CallMiner Eureka for its ability to deliver **meaningful insights** from every customer interaction, enhancing operations. - Users value the **ease of use** of CallMiner Eureka, appreciating its straightforward setup and intuitive interface. - Users commend the **robust speech analytics** of CallMiner Eureka, transforming customer interactions into valuable insights for improvement. - Users value the **innovation and integration capabilities** of CallMiner Eureka for enhancing operational efficiency and insights. **Cons:** - Users experience **accuracy issues** with transcriptions and sentiment analysis, affecting insights from complex audio data. - Users report a **steep learning curve** with CallMiner Eureka, requiring significant time and effort for effective usage. - Users face a **steep learning curve** with CallMiner Eureka, requiring significant time and resources for effective utilization. - Users find the **difficult learning** curve of CallMiner Eureka requires significant commitment to master its functionality. - Users find **difficult reporting** due to cumbersome interfaces, slow exports, and issues with subscription updates needing recreation. #### What Are Recent G2 Reviews of CallMiner Eureka? **"[Endless Possibilities for Data Insights and Discovery](https://www.g2.com/survey_responses/callminer-eureka-review-12932485)"** **Rating:** 5.0/5.0 stars *— Verified User in Hospital & Health Care* [Read full review](https://www.g2.com/survey_responses/callminer-eureka-review-12932485) --- **"[A Platform That Drives Actionable Insight](https://www.g2.com/survey_responses/callminer-eureka-review-12719492)"** **Rating:** 5.0/5.0 stars *— Phil M.* [Read full review](https://www.g2.com/survey_responses/callminer-eureka-review-12719492) --- #### What Are G2 Users Discussing About CallMiner Eureka? - [What is CallMiner Eureka used for?](https://www.g2.com/discussions/what-is-callminer-eureka-used-for) ### 18. [Glia](https://www.g2.com/products/glia/reviews) Glia is the No. 1 platform for intelligent banking interactions, providing an AI workforce purpose-built for the banking industry — and the only one with a zero-hallucination and prompt injection guarantee for customer and member AI. Trusted by over 700 financial institutions, Glia’s ChannelLess® architecture eliminates the friction of traditional support by unifying voice, digital and AI into a single efficient foundation. With 1,000+ pre-built banking goals and seamless human-to-AI handoffs, we help institutions slash operational costs and abandonment rates while accelerating growth in loans and deposits. Our mission is to help build thriving communities, ensuring that every banking interaction — AI or human — builds lasting trust and measurable value. Learn more at glia.com. **Average Rating:** 4.8/5.0 **Total Reviews:** 86 **How Do G2 Users Rate Glia?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.3/10) - **Evaluation:** 9.5/10 (Category avg: 9.1/10) - **Calibration:** 6.2/10 (Category avg: 8.9/10) - **Integrations:** 6.4/10 (Category avg: 8.8/10) **Who Is the Company Behind Glia?** - **Seller:** [Glia](https://www.g2.com/sellers/glia) - **Company Website:** https://www.glia.com/ - **Year Founded:** 2012 - **HQ Location:** New York, New York - **Twitter:** @GliaInc (1,471 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2687116/ (468 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Banking, Financial Services - **Company Size:** 67% Mid-Market, 17% Small-Business #### What Are Glia's Pros and Cons? **Pros:** - Customer Support (38 reviews) - Helpful (38 reviews) - Ease of Use (37 reviews) - Efficiency (23 reviews) - Features (23 reviews) **Cons:** - Missing Features (13 reviews) - Integration Issues (8 reviews) - Limited Features (7 reviews) - Poor Customer Support (7 reviews) - Reporting Issues (7 reviews) ### What Do G2 Reviewers Say About Glia? *AI-generated summary from verified user reviews* **Pros:** - Users praise Glia's **exceptional customer support** , highlighting its promptness and effectiveness in enhancing the overall experience. - Users appreciate the **ease of use and helpful customer support** of Glia, enhancing their overall service experience. - Users appreciate the **ease of use** of Glia, facilitating seamless integration and effective member support. - Users commend Glia for its **efficiency** , streamlining support and improving service delivery across digital platforms. - Users appreciate Glia’s **innovative features** that enhance user experience and streamline digital support across platforms. **Cons:** - Users desire more **visibility into features** like reporting and integrations, feeling current options lack detail and clarity. - Users face **integration issues** when trying to connect Glia with other essential systems, hindering overall efficiency. - Users find the **limited features** of Glia restrict their ability to customize and understand the service effectively. - Users often face **poor customer support** , receiving generic responses that do not address specific inquiries effectively. - Users feel that **reporting lacks customization** and improvements are needed for better data visibility and integrity. #### What Are Recent G2 Reviews of Glia? **"[Seamless Channel Switching, Unmatched Support](https://www.g2.com/survey_responses/glia-review-11801729)"** **Rating:** 5.0/5.0 stars *— Silvio E.* [Read full review](https://www.g2.com/survey_responses/glia-review-11801729) --- **"[Seamless Setup, Enhances Workflow Significantly](https://www.g2.com/survey_responses/glia-review-11814799)"** **Rating:** 5.0/5.0 stars *— Kimberly B.* [Read full review](https://www.g2.com/survey_responses/glia-review-11814799) --- #### What Are G2 Users Discussing About Glia? - [What is Glia used for?](https://www.g2.com/discussions/what-is-glia-used-for) - 1 comment ### 19. [Observe.AI](https://www.g2.com/products/observe-ai/reviews) Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with global brands, like DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. **Average Rating:** 4.6/5.0 **Total Reviews:** 220 **How Do G2 Users Rate Observe.AI?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.1/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Integrations:** 9.0/10 (Category avg: 8.8/10) **Who Is the Company Behind Observe.AI?** - **Seller:** [Observe.AI](https://www.g2.com/sellers/observe-ai) - **Company Website:** https://observe.ai - **Year Founded:** 2017 - **HQ Location:** San Francisco, California - **Twitter:** @observeAI (1,521 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/18090845/ (342 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Assistant Quality Assurance, Quality Analyst - **Top Industries:** Consumer Services, Outsourcing/Offshoring - **Company Size:** 66% Mid-Market, 22% Small-Business #### What Are Observe.AI's Pros and Cons? **Pros:** - Ease of Use (26 reviews) - Efficiency (20 reviews) - Helpful (19 reviews) - Artificial Intelligence (16 reviews) - Coaching (16 reviews) **Cons:** - Accuracy Issues (16 reviews) - Inaccuracy (15 reviews) - Inaccurate Data Analysis (12 reviews) - Call Issues (7 reviews) - Missing Features (7 reviews) ### 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 tasks like reporting and evaluations effortless. - Users appreciate the **efficiency** of Observe.AI for its real-time insights and actionable coaching for agent performance. - Users find Observe.AI **incredibly helpful** for streamlined call analysis, coaching, and effective team collaboration. - Users appreciate the **advanced AI features** of Observe.AI, enhancing agent performance and improving customer engagement seamlessly. - Users appreciate the **coaching notes feature** , enhancing agent performance and simplifying coaching sessions with valuable insights. **Cons:** - Users report significant **accuracy issues** with Observe.AI, highlighting problems in detection and inadequate language support. - Users report **inaccuracies** in Observe.AI's detection and performance, leading to decreased trust and operational efficiency. - Users are frustrated by the **inaccurate data analysis** from Observe.AI, leading to distrust and dissatisfaction with the product. - Users report frequent **call issues** with Observe.AI, citing problems with clarity, accuracy, and overall functionality. - Users feel the **missing features** in Observe.AI limit capabilities and hinder a more effective analysis of performance. #### What Are Recent G2 Reviews of Observe.AI? **"[Boosted Consistency and Training Efficiency](https://www.g2.com/survey_responses/observe-ai-review-13072183)"** **Rating:** 4.0/5.0 stars *— Paul S.* [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13072183) --- **"[Observe Boosts Call Quality with Reliable Auto Summaries and Insights](https://www.g2.com/survey_responses/observe-ai-review-13090614)"** **Rating:** 4.5/5.0 stars *— King J.* [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13090614) --- #### What Are G2 Users Discussing About Observe.AI? - [What is Observe.AI used for?](https://www.g2.com/discussions/what-is-observe-ai-used-for) ### 20. [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com **Average Rating:** 4.3/5.0 **Total Reviews:** 1,604 **How Do G2 Users Rate NICE CXone?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.3/10) - **Evaluation:** 9.0/10 (Category avg: 9.1/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Integrations:** 8.9/10 (Category avg: 8.8/10) **Who Is the Company Behind NICE CXone?** - **Seller:** [NiCE](https://www.g2.com/sellers/nice) - **Year Founded:** 1986 - **HQ Location:** Hoboken, New Jersey - **Twitter:** @NICELtd (14,655 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (14,099 employees on LinkedIn®) - **Ownership:** NASDAQ: NICE **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Supervisor - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 52% Mid-Market, 34% Enterprise #### What Are NICE CXone's Pros and Cons? **Pros:** - Ease of Use (29 reviews) - Features (21 reviews) - Efficiency (20 reviews) - Helpful (16 reviews) - Intuitive (13 reviews) **Cons:** - Call Issues (12 reviews) - Technical Issues (11 reviews) - Missing Features (10 reviews) - Poor Customer Support (10 reviews) - Delays (8 reviews) ### What Do G2 Reviewers Say About NICE CXone? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **intuitive interface** of NICE CXone, making it user-friendly for both new and experienced employees. - Users value the **intuitive interface** and powerful features of NICE CXone, enhancing customer service and operational efficiency. - Users admire the **efficient interface** of NICE CXone, making onboarding and call management seamless for new employees. - Users appreciate the **intuitive interface** of NICE CXone, making it easy for new employees to adapt quickly. - Users value the **intuitive interface** of NICE CXone Mpower, making it easy for everyone to use effectively. **Cons:** - Users experience significant **call issues** with NICE CXone, including dropped calls and difficulties handling agent status changes. - Users report **technical issues** with NICE CXone, including lag, crashes, and unreliable performance during training sessions. - Users are frustrated with the **missing features** in NICE CXone, such as lack of integrated tools and supervisor mode issues. - Users express frustration over **poor customer support** , noting difficulties in contacting technical assistance and slow response times. - Users report **delays** in information and support responses, leading to frustration and hindered problem resolution. #### What Are Recent G2 Reviews of NICE CXone? **"[Cxone Simplifies Calling and Scheduling in One Place](https://www.g2.com/survey_responses/nice-cxone-review-12717141)"** **Rating:** 4.5/5.0 stars *— Nilesh S.* [Read full review](https://www.g2.com/survey_responses/nice-cxone-review-12717141) --- **"[Reliable and Efficient Customer Experience Platform](https://www.g2.com/survey_responses/nice-cxone-review-11739091)"** **Rating:** 4.5/5.0 stars *— Alex L.* [Read full review](https://www.g2.com/survey_responses/nice-cxone-review-11739091) --- #### What Are G2 Users Discussing About NICE CXone? - [How does NICE CXone enhance customer service, and what features should a new user focus on for maximum impact?](https://www.g2.com/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact) - [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) - 1 comment - [What does NICE inContact do?](https://www.g2.com/discussions/what-does-nice-incontact-do) - [When did nice acquire inContact?](https://www.g2.com/discussions/when-did-nice-acquire-incontact) - [What is inContact?](https://www.g2.com/discussions/what-is-incontact) ### 21. [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate seamless customer experiences across all channels. Built on a modern microservices architecture with open AI orchestration, Avaya Infinity enables organizations to intelligently manage voice, digital, email, and messaging interactions. It provides dynamic routing, AI-powered automation, and real-time orchestration—with the unique flexibility to deploy fully in the cloud, on-premises, or in a hybrid environment. Core Capabilities: Voice Handling: Intelligent routing, real-time transcription, smart-search call recording, noise cancellation, callback support, and browser-based WebRTC calling via OmniSDK. Digital Channels: Feature-rich web chat (read receipts, typing indicators, interactive buttons), Microsoft 365 email integration, and messaging across key consumer platforms. Workflow Orchestration: Low-code/no-code workflow design, AI-generated workflows, SLA-based dynamic queueing, and secure PCI execution to automate end-to-end customer journeys. Agent Desktop: A unified, browser-based client featuring seamless CRM integration, screenpops, click-to-dial, and customizable UI through Infinity Elements. Outbound Campaigns: Fully automated voice, SMS, and email outreach with Predictive, Progressive, and Preview dialing modes. Analytics & Reporting: Real-time dashboards, historical supervisor tools, and advanced business intelligence powered by a Databricks data lakehouse architecture. AI & Technology Foundation: Tandem Care (Agentic AI): Bespoke AI assistants that seamlessly collaborate with human agents, augmenting their capabilities to make them up to 10x more productive while preserving the human touch. Model Context Protocol (MCP): Enables open AI orchestration, allowing organizations to securely connect any AI model with internal tools and APIs without vendor lock-in. AI Performance Index (APIx): A comprehensive set of value-driven KPIs that measure the real-world impact and effectiveness of AI within your contact center. Flexible Deployment Models: Cloud: A fully managed, cloud-native platform delivering the complete Infinity capability set with zero on-premises infrastructure required. Hybrid: Combines cloud-hosted Infinity with existing on-premises infrastructure, allowing enterprises to protect legacy investments or sensitive data while adding modern digital capabilities. On-Premises: The full Infinity stack re-platformed to run in the customer's data center, designed for regulated industries with strict data sovereignty mandates. Key Benefits: True Omnichannel: Unbroken context and orchestration across voice, email, chat, SMS, and outbound touchpoints. Open Architecture: API-first design seamlessly integrates with any CRM, ERP, HRM, or back-office system. Operational Efficiency: Intelligent routing, automated workflows, and smart self-service dramatically reduce handle times and boost first-contact resolution. Continuous Innovation: A microservices foundation ensures zero-downtime upgrades and seamless scalability. Summary: Avaya Contact Center through Avaya Infinity serves mid-market to large enterprises seeking to modernize customer engagement without compromising on architectural control. It is ideal for organizations—particularly those in highly regulated industries—that require true omnichannel orchestration, advanced AI automation, and the flexibility to choose their exact deployment model. **Average Rating:** 4.1/5.0 **Total Reviews:** 153 **How Do G2 Users Rate Avaya Contact Center?** - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 9.3/10) **Who Is the Company Behind Avaya Contact Center?** - **Seller:** [Avaya](https://www.g2.com/sellers/avaya) - **Year Founded:** 2000 - **HQ Location:** Morristown, NJ - **Twitter:** @Avaya (36,704 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1494/ (11,775 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Telecom engineer - **Top Industries:** Telecommunications, Information Technology and Services - **Company Size:** 52% Enterprise, 34% Mid-Market #### What Are Avaya Contact Center's Pros and Cons? **Pros:** - Calling Features (2 reviews) - Analytics (1 reviews) - Call Quality (1 reviews) - Connectivity (1 reviews) - Ease of Use (1 reviews) **Cons:** - Complexity (1 reviews) - Customization Difficulty (1 reviews) - Difficult Implementation (1 reviews) - Difficult Setup (1 reviews) - Error Handling (1 reviews) ### What Do G2 Reviewers Say About Avaya Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users value the **robust enterprise voice and reporting capabilities** of Avaya Contact Center, enhancing call management efficiency. - Users value the **robust reporting** capabilities of Avaya Contact Center, enhancing their enterprise voice experience. - Users highlight the **excellent call quality** of Avaya Contact Center, enhancing communication and reporting capabilities. - Users value the **flexible connectivity** of Avaya Contact Center, enabling seamless inbound and outbound calls from any location. - Users value the **ease of use** of Avaya Contact Center, appreciating its straightforward and uncomplicated features. **Cons:** - Users find the **complexity** in deployment, configurations, and integrations of Avaya Contact Center challenging and time-consuming. - Users find the **customization difficulty** of Avaya Contact Center a challenge due to its complexity in deployment and integration. - Users report that the **difficult implementation** of Avaya Contact Center leads to challenges in deployment and integration. - Users often face **difficult setup** challenges with Avaya Contact Center due to its complexity in deployment and configurations. - Users consistently experience **authentication errors and static line issues** that hinder efficient communication in Avaya Contact Center. #### What Are Recent G2 Reviews of Avaya Contact Center? **"[Value for money](https://www.g2.com/survey_responses/avaya-contact-center-review-11691627)"** **Rating:** 5.0/5.0 stars *— Gandhi S.* [Read full review](https://www.g2.com/survey_responses/avaya-contact-center-review-11691627) --- **"[User-Friendly Platform, But Outdated Appearance](https://www.g2.com/survey_responses/avaya-contact-center-review-11822093)"** **Rating:** 4.0/5.0 stars *— Athena M.* [Read full review](https://www.g2.com/survey_responses/avaya-contact-center-review-11822093) --- ### 22. [Speechlog Quality](https://www.g2.com/products/speechlog-quality/reviews) Speechlog Quality is the pinnacle of quality management for customer engagement centers. Designed to ensure peak efficiency & exceptional customer satisfaction, Speechlog Quality transforms the way you manage & improve interactions with your customers. Speechlog Quality uses a structured approach to managing quality & improving CX: Standardization Ensure uniform evaluation criteria across all teams through a consistent, structured quality assurance process Automate QA Activities Streamline the quality assessment process with automation, reducing manual work and enhancing accuracy Monitor Interactions Continuously track and evaluate interactions across all channels to identify areas of improvement and ensure high-quality service Sustain Consistency Ensure that all employees are evaluated using the same standards, and foster a culture of fairness and accountability **Average Rating:** 5.0/5.0 **Total Reviews:** 13 **How Do G2 Users Rate Speechlog Quality?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.3/10) - **Evaluation:** 10.0/10 (Category avg: 9.1/10) - **Calibration:** 9.6/10 (Category avg: 8.9/10) - **Integrations:** 9.8/10 (Category avg: 8.8/10) **Who Is the Company Behind Speechlog Quality?** - **Seller:** [Globitel](https://www.g2.com/sellers/globitel) - **Year Founded:** 1996 - **HQ Location:** Amman, JO - **LinkedIn® Page:** https://www.linkedin.com/company/globitel/ (218 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 54% Small-Business, 46% Mid-Market #### What Are Speechlog Quality's Pros and Cons? **Pros:** - Ease of Use (8 reviews) - Efficiency (2 reviews) - Flexibility (2 reviews) - Helpful (2 reviews) - Recording Features (2 reviews) **Cons:** - Complexity (1 reviews) - Error Management (1 reviews) - Improvement Needed (1 reviews) - Inaccurate Data Analysis (1 reviews) - Inefficiency (1 reviews) ### What Do G2 Reviewers Say About Speechlog Quality? *AI-generated summary from verified user reviews* **Pros:** - Users find Speechlog Quality **easy to use** , appreciating its reliability and comprehensive features tailored for contact centers. - Users value the **efficiency** of Speechlog Quality, ensuring consistent, high-quality customer experiences in dynamic environments. - Users value the **flexibility** of Speechlog Quality, appreciating its customizable solutions and versatile deployment options. - Users find Speechlog Quality to be **incredibly helpful** , providing high accuracy in transcriptions for professional use. - Users value the **intuitive recording features** of Speechlog Quality, enhancing customer service through clarity and easy review. **Cons:** - Users find the **initial configuration complex** , requiring time and effort to customize Speechlog Quality effectively. - Users experience occasional **error management issues** with Speechlog, particularly with technical jargon and background noise affecting accuracy. - Users feel there is **room for improvement in the interface** of Speechlog Quality, impacting overall satisfaction. - Users experience **inaccurate data analysis** with Speechlog, particularly with similar-sounding words and technical jargon. - Users find the **inefficient navigation** of Speechlog Quality affects their experience due to its dated user interface. #### What Are Recent G2 Reviews of Speechlog Quality? **"[Splendid support and great user experience](https://www.g2.com/survey_responses/speechlog-quality-review-11504749)"** **Rating:** 5.0/5.0 stars *— Ismail M.* [Read full review](https://www.g2.com/survey_responses/speechlog-quality-review-11504749) --- **"[A Game-Changer for Quality Assurance and Customer Experience](https://www.g2.com/survey_responses/speechlog-quality-review-11504748)"** **Rating:** 5.0/5.0 stars *— Verified User in Telecommunications* [Read full review](https://www.g2.com/survey_responses/speechlog-quality-review-11504748) --- ### 23. [Oversai Quality Assurance](https://www.g2.com/products/oversai-quality-assurance/reviews) Oversai Quality Assurance is an AI-powered solution that helps support teams move from manual QA to intelligent automation. With Oversai, you can automatically evaluate interactions (AutoQA), analyze sentiment and conversation topics (VoC), and keep a human in the loop to validate insights and take action where needed. This allows you to: Increase your sample size Optimize your QA process with real-time analytics and customizable scorecards Reduce operational costs while maintaining high-quality standards Oversai combines automation with human judgment to make your QA process smarter, faster, and more impactful. **Average Rating:** 4.9/5.0 **Total Reviews:** 27 **How Do G2 Users Rate Oversai Quality Assurance?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.3/10) - **Evaluation:** 10.0/10 (Category avg: 9.1/10) - **Calibration:** 9.5/10 (Category avg: 8.9/10) - **Integrations:** 9.7/10 (Category avg: 8.8/10) **Who Is the Company Behind Oversai Quality Assurance?** - **Seller:** [Oversai](https://www.g2.com/sellers/oversai) - **Year Founded:** 2024 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/oversai-llc (7 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services - **Company Size:** 78% Mid-Market, 7% Small-Business #### What Are Oversai Quality Assurance's Pros and Cons? **Pros:** - Artificial Intelligence (4 reviews) - Automation (4 reviews) - Customer Support (3 reviews) - Ease of Use (3 reviews) - Efficiency (3 reviews) **Cons:** - Inadequate AI Capabilities (1 reviews) - Initial Difficulties (1 reviews) ### What Do G2 Reviewers Say About Oversai Quality Assurance? *AI-generated summary from verified user reviews* **Pros:** - Users value Oversai's **AI-driven interaction automation** , greatly enhancing insight and scalability across teams. - Users value the **automation capabilities** of Oversai, enhancing scalability and freeing time for strategic improvements. - Users commend the **exceptional customer support** from Oversai, enhancing their experience and facilitating seamless platform setup. - Users appreciate the **user-friendly interface** of Oversai Quality Assurance, which simplifies setup and enhances productivity. - Users appreciate the **efficiency** of Oversai Quality Assurance, highlighting its time-saving features and streamlined processes. **Cons:** - Users feel the **inadequate AI capabilities** hinder the effectiveness of Oversai Quality Assurance during manual audits. - Users face a **minor initial learning curve** with Oversai Quality Assurance, requiring effective change management for smooth adoption. #### What Are Recent G2 Reviews of Oversai Quality Assurance? **"[Total quality control in complex operations](https://www.g2.com/survey_responses/oversai-quality-assurance-review-12860564)"** **Rating:** 5.0/5.0 stars *— Mildreth G.* [Read full review](https://www.g2.com/survey_responses/oversai-quality-assurance-review-12860564) --- **"[Incredible Support and product overall!](https://www.g2.com/survey_responses/oversai-quality-assurance-review-12858020)"** **Rating:** 5.0/5.0 stars *— Lewis D.* [Read full review](https://www.g2.com/survey_responses/oversai-quality-assurance-review-12858020) --- ### 24. [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands. **Average Rating:** 4.3/5.0 **Total Reviews:** 725 **How Do G2 Users Rate Qualtrics Customer Experience?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10) - **Evaluation:** 9.1/10 (Category avg: 9.1/10) - **Calibration:** 8.8/10 (Category avg: 8.9/10) - **Integrations:** 8.7/10 (Category avg: 8.8/10) **Who Is the Company Behind Qualtrics Customer Experience?** - **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics) - **Company Website:** https://www.qualtrics.com - **Year Founded:** 2002 - **HQ Location:** Provo, UT - **Twitter:** @Qualtrics (42,137 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/314350/ (6,231 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Community Manager, Business Data Analyst - **Top Industries:** Information Technology and Services, Higher Education - **Company Size:** 52% Enterprise, 36% Mid-Market #### What Are Qualtrics Customer Experience's Pros and Cons? **Pros:** - Ease of Use (18 reviews) - Analytics (14 reviews) - Helpful (13 reviews) - Feedback Management (9 reviews) - Insights Generation (9 reviews) **Cons:** - Complexity (7 reviews) - Improvement Needed (7 reviews) - Limited Customization (7 reviews) - Not Intuitive (7 reviews) - Expensive (6 reviews) ### What Do G2 Reviewers Say About Qualtrics Customer Experience? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **ease of use** of Qualtrics, making it accessible for even novices in customer experience management. - Users value the **strong analytics and reporting capabilities** of Qualtrics, enabling effective insights into customer experiences. - Users find Qualtrics Customer Experience **extremely helpful** for gaining insights and improving customer satisfaction and retention. - Users value the **feedback management capabilities** of Qualtrics Customer Experience for enhancing customer understanding and decision-making. - Users value the **deep insights generation** of Qualtrics, enabling enhanced customer satisfaction and informed decision-making. **Cons:** - Users find the **complexity** of Qualtrics challenging, especially when seeking basic survey functionalities and quick setup. - Users find the **custom setup and Text iQ functionality lacking** , as they seek better performance in various languages. - Users find **limited customization** options in Qualtrics, which can complicate their experience and hinder effectiveness. - Users find the **complexity of the interface** challenging, especially for newcomers trying to set up workflows. - Users find the pricing for Qualtrics Customer Experience to be **expensive** , especially for smaller teams and organizations. #### What Are Recent G2 Reviews of Qualtrics Customer Experience? **"[Versatile Insights, Needs Better Reports](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)"** **Rating:** 4.5/5.0 stars *— Sandra H.* [Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062) --- **"[Flexible Feedback Tool with Customization Challenges](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)"** **Rating:** 4.0/5.0 stars *— David K.* [Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025) --- #### What Are G2 Users Discussing About Qualtrics Customer Experience? - [What is Qualtrics Customer Experience used for?](https://www.g2.com/discussions/what-is-qualtrics-customer-experience-used-for) - [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment - [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment - [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote - [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) - 1 comment ### 25. [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) Aspect delivers an intelligent workforce platform that helps enterprises prevent disruption, protect service levels, and reduce manual effort by embedding intelligence directly into daily operations. Our brand promise is real-time, policy-aware guidance and automation that keeps decisions transparent, explainable, and under human control—so teams can prevent disruption instead of reacting to it. Aspect’s Workforce Engagement Management (WEM) portfolio includes cloud, hybrid, and on-premises deployments, with capabilities across forecasting, scheduling, adherence and intraday management, quality monitoring and coaching workflows, performance management dashboards and KPIs, and employee engagement and gamification. It is built on Aspect WorkforceOS, with APIs and integration tools via the Developer Portal, and supports connectivity across major CCaaS, CRM, and collaboration ecosystems. For operations leaders, planners, supervisors, and agents, Aspect Workforce helps solve the day-to-day challenges of fluctuating demand, complex labor rules, and siloed tools that force teams into constant firefighting. By connecting real-time signals to approved actions, Aspect improves efficiency and accuracy, helps reduce avoidable labor waste, and strengthens service performance—so organizations can cut costs while improving workforce experiences and customer outcomes. **Average Rating:** 4.2/5.0 **Total Reviews:** 303 **How Do G2 Users Rate Aspect Workforce?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.3/10) - **Evaluation:** 7.5/10 (Category avg: 9.1/10) - **Calibration:** 5.8/10 (Category avg: 8.9/10) - **Integrations:** 9.2/10 (Category avg: 8.8/10) **Who Is the Company Behind Aspect Workforce?** - **Seller:** [Aspect Software](https://www.g2.com/sellers/aspect-software) - **Company Website:** https://www.aspect.com - **Year Founded:** 1973 - **HQ Location:** Atlanta, GA - **LinkedIn® Page:** https://www.linkedin.com/company/3393/ (994 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative - **Top Industries:** Financial Services, Telecommunications - **Company Size:** 62% Enterprise, 29% Mid-Market #### What Are Aspect Workforce's Pros and Cons? **Pros:** - Efficiency (11 reviews) - Scheduling (10 reviews) - Ease of Use (8 reviews) - Features (7 reviews) - Agent Management (6 reviews) **Cons:** - Learning Curve (4 reviews) - Limited Customization (4 reviews) - Complexity (3 reviews) - Customization Difficulty (3 reviews) - Not User-Friendly (3 reviews) ### What Do G2 Reviewers Say About Aspect Workforce? *AI-generated summary from verified user reviews* **Pros:** - Users value the **efficient forecasting and scheduling tools** of Aspect Workforce, enhancing operational excellence and reducing overtime. - Users value the **strong scheduling and forecasting capabilities** of Aspect Workforce for effective workforce management. - Users find Aspect Workforce's **ease of use** enhances scheduling, productivity tracking, and overall operational efficiency. - Users appreciate the **powerful forecasting and scheduling tools** of Aspect Workforce, enhancing real-time management and planning. - Users value the **strong scheduling and workforce management features** of Aspect Workforce for improved operational efficiency. **Cons:** - Users find the **learning curve steep** , requiring significant time and training for effective use of Aspect Workforce. - Users find **limited customization** in Aspect Workforce, impacting flexibility and overall satisfaction with reporting options. - Users find the **complexity** of Aspect Workforce overwhelming, necessitating significant time and training for effective use. - Users find the **customization difficulty** frustrating, limiting their ability to tailor features to their needs. - Users find Aspect Workforce **not user-friendly** , citing a clunky interface and complicated navigation for tasks. #### What Are Recent G2 Reviews of Aspect Workforce? **"[Clear UI and Helpful Insights for WFM Work](https://www.g2.com/survey_responses/aspect-workforce-review-12690424)"** **Rating:** 5.0/5.0 stars *— Shubham G.* [Read full review](https://www.g2.com/survey_responses/aspect-workforce-review-12690424) --- **"[Daily user of Aspect for years now](https://www.g2.com/survey_responses/aspect-workforce-review-624322)"** **Rating:** 5.0/5.0 stars *— Jason H.* [Read full review](https://www.g2.com/survey_responses/aspect-workforce-review-624322) --- #### What Are G2 Users Discussing About Aspect Workforce? - [What is Alvaria Workforce used for?](https://www.g2.com/discussions/what-is-alvaria-workforce-used-for) - [What is the best workforce management software?](https://www.g2.com/discussions/alvaria-workforce-what-is-the-best-workforce-management-software) - [What does aspect software do?](https://www.g2.com/discussions/what-does-aspect-software-do) - 1 comment - [What is aspect WFM?](https://www.g2.com/discussions/what-is-aspect-wfm) - [What is Aspect Workforce Management?](https://www.g2.com/discussions/what-is-aspect-workforce-management) ## What Is Contact Center Quality Assurance Software? [Call & Contact Center Software](https://www.g2.com/categories/call-contact-center) ## What Software Categories Are Similar to Contact Center Quality Assurance Software? - [Contact Center Software](https://www.g2.com/categories/contact-center) - [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) - [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) --- ## How Do You Choose the Right Contact Center Quality Assurance Software? ### What You Should Know About Contact Center Quality Assurance Software ### Which is the best quality assurance software for contact centers in the tech industry? - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews): 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.a](https://www.g2.com/products/convin-ai/reviews)i: Utilizes generative AI to analyze customer conversations, providing insights for agent coaching and performance improvement, making it ideal for tech-driven contact centers.​ - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Provides embedded AI to enhance operational efficiency, delivering precise, unbiased insights from customer interactions, and facilitating effective agent evaluations. - [MaestroQA](https://www.g2.com/products/maestroqa/reviews): Delivers omnichannel quality assurance with tools for agent performance tracking, coaching, and process optimization, tailored for modern support teams. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews): 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](https://www.g2.com/products/scorebuddy/reviews): Offers simple, customizable scorecards and intuitive dashboards, making it ideal for small teams seeking effective agent evaluation without complex setup. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews): Delivers AI-driven QA insights with call transcription, sentiment analysis, and performance trends, making it approachable for smaller teams adopting automation. - [Zendesk QA](https://www.g2.com/products/zendesk-qa/reviews): 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 ### Most Popular FAQs #### Which Contact Center Quality Assurance Software has the best reviews? Based on G2 review data, several platforms consistently earn top marks for overall satisfaction, ease of use, and quality support. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A dedicated QA platform praised for its customizable scorecards, intuitive dashboards, and structured coaching workflows that turn evaluations into measurable agent development. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — A quality assurance and performance management tool recognized for automated QA coverage, compliance automation, and strong agent engagement features that reduce manual review time. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An automated QA solution noted for scoring 100% of interactions, providing immediate actionable coaching insights, and delivering a straightforward agent-facing experience. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — A contact center analytics and quality management platform that combines real-time reporting, speech analytics, and AI-powered evaluations in a single, centralized workspace. #### What are the best contact center QA apps for mobile integration? For teams that need to access quality scores, performance data, and coaching insights on mobile devices, the following platforms offer cross-device accessibility. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Reviewers specifically note that Scorebuddy can be accessed on any device, including laptops, desktops, and mobile devices, with real-time score updates available regardless of platform. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An auto QA platform built for agent accessibility, allowing supervisors and agents to review performance data, coaching sessions, and survey results from virtually any device. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A cloud-based contact center platform with a clean, device-friendly interface that supports call recording review, agent activity monitoring, and quality tracking across mobile and desktop. #### What are the best QA software for contact centers in the tech industry? Technology companies and IT services teams require QA tools that integrate cleanly with existing platforms, support technical workflows, and deliver granular performance data. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Widely adopted by technology and outsourcing firms, SuccessKPI integrates with platforms like Genesys Cloud CX and offers no-code BI dashboards, speech analytics, and AI-driven quality evaluation. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — A Salesforce-native service platform favored by tech enterprises for its Einstein AI, IoT-triggered workflows, and comprehensive CRM integration that centralizes all customer interaction data. - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — An enterprise-grade omnichannel platform used in technology and services organizations for end-to-end support workflows, real-time agent copilot tools, and supervisor coaching features. #### What is the most reliable voice recognition platform for software developers? Software developers and technical teams building on contact center infrastructure require platforms with robust speech-to-text capabilities, API access, and multilingual support. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Offers high-quality transcription with AI sentiment analysis, GenAI prompt building via Copilot, and customizable analytics that developers can extend through flexible reporting and dataset integrations. - [Mihup](https://www.g2.com/products/mihup/reviews) — A real-time speech intelligence platform recognized for its comprehensive interaction analysis across Indian languages and English, making it particularly strong for multilingual developer environments. - [Balto](https://www.g2.com/products/balto/reviews) — A real-time speech analytics tool that listens to live calls, provides agents with in-the-moment guidance, and generates accurate post-call summaries with compliance oversight built in. #### What are the most user-friendly quality assurance software for call centers? Ease of use is one of the most frequently cited priorities in call center QA software reviews, particularly for teams that need rapid onboarding and minimal technical overhead. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Consistently praised for its intuitive interface, simple scorecard creation, and accessible dashboards that require minimal training for both QA analysts and front-line agents. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Reviewers highlight its streamlined, no-clutter interface that simplifies high-volume evaluations, reduces page refreshing during ticket reviews, and keeps setup straightforward from day one. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An agent-centric platform known for its ease of navigation, real-time feedback delivery, and customizable dashboards that help agents quickly understand their own performance without relying on managers. ### 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](https://www.g2.com/products/scorebuddy/reviews) — 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](https://www.g2.com/products/evaluagent/reviews) — 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](https://www.g2.com/products/balto/reviews) — 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](https://www.g2.com/products/balto/reviews) — 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](https://www.g2.com/products/scorebuddy/reviews) — 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](https://www.g2.com/products/cloudtalk/reviews) — 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](https://www.g2.com/products/scorebuddy/reviews) — 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](https://www.g2.com/products/my-sqm-auto-qa/reviews) — 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](https://www.g2.com/products/evaluagent/reviews) — 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](https://www.g2.com/products/scorebuddy/reviews) — 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](https://www.g2.com/products/balto/reviews) — 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](https://www.g2.com/products/reflexai-prepare/reviews) — 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](https://www.g2.com/products/cloudtalk/reviews) — 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](https://www.g2.com/products/saas-labs-justcall/reviews) — 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](https://www.g2.com/products/3clogic-cloud-call-center/reviews) — 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](https://www.g2.com/products/successkpi/reviews) — 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)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 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](https://www.g2.com/products/genesys-cloud-cx/reviews) — 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](https://www.g2.com/products/genesys-cloud-cx/reviews) — 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](https://www.g2.com/products/calabrio-one/reviews) — 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](https://www.g2.com/products/verint-cx-automation/reviews) — 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](https://www.g2.com/products/observe-ai/reviews) — 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](https://www.g2.com/products/successkpi/reviews) — 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)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 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](https://www.g2.com/products/sprinklr-service/reviews) — 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](https://www.g2.com/products/verint-cx-automation/reviews) — 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](https://www.g2.com/products/balto/reviews) — 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](https://www.g2.com/products/scorebuddy/reviews) — 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](https://www.g2.com/products/level-ai/reviews) — 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](https://www.g2.com/products/successkpi/reviews) — 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](https://www.g2.com/products/observe-ai/reviews) — 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**