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Best Contact Center Quality Assurance Software

Jeffrey Lin
JL
Researched and written by 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 or help desk software, 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
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Featured Contact Center Quality Assurance Software At A Glance

Free Plan Available:
my.SQM Auto QA
Sponsored
my.SQM Auto QA
Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
CloudTalk
CloudTalk
Easiest to Use:
Balto
Balto
Top Trending:
Level AI
Level AI
Show LessShow More
Highest Performer:
CloudTalk
CloudTalk
Easiest to Use:
Balto
Balto
Top Trending:
Level AI
Level AI

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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154 Listings in Contact Center Quality Assurance Available
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Salesforce Service Cloud
(7,169)4.4 out of 5
Optimized for quick response
11th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Salesforce Service Cloud
Save to My Lists
Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 41% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,647
    Features
    1,443
    Case Management
    1,416
    Efficiency
    1,251
    Helpful
    800
    Cons
    Complexity
    881
    Learning Curve
    752
    Steep Learning Curve
    595
    Expensive
    568
    Missing Features
    562
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.4
    8.7
    Evaluation
    Average: 9.1
    8.7
    Calibration
    Average: 8.9
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesforce
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    578,143 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    86,064 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 41% Mid-Market
  • 38% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,647
Features
1,443
Case Management
1,416
Efficiency
1,251
Helpful
800
Cons
Complexity
881
Learning Curve
752
Steep Learning Curve
595
Expensive
568
Missing Features
562
View All Pros and Cons
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.4
8.7
Evaluation
Average: 9.1
8.7
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
578,143 Twitter followers
LinkedIn® Page
www.linkedin.com
86,064 employees on LinkedIn®
Talkdesk
(2,500)4.4 out of 5
Optimized for quick response
3rd Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Talkdesk
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 re

    Users
    • Supervisor
    • Team Lead
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 60% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Talkdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    239
    Call Management
    147
    Efficiency
    135
    Helpful
    128
    Features
    120
    Cons
    Call Issues
    100
    Technical Issues
    66
    Missing Features
    54
    Notification Issues
    54
    Connection Issues
    50
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Talkdesk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.9
    9.0
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Talkdesk
    Company Website
    Year Founded
    2011
    HQ Location
    Palo Alto, CA
    Twitter
    @talkdesk
    6,987 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,346 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 re

Users
  • Supervisor
  • Team Lead
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 60% Mid-Market
  • 20% Enterprise
Talkdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
239
Call Management
147
Efficiency
135
Helpful
128
Features
120
Cons
Call Issues
100
Technical Issues
66
Missing Features
54
Notification Issues
54
Connection Issues
50
View All Pros and Cons
Talkdesk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.9
9.0
Integrations
Average: 8.9
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
Palo Alto, CA
Twitter
@talkdesk
6,987 Twitter followers
LinkedIn® Page
www.linkedin.com
1,346 employees on LinkedIn®

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Playvox Quality Management
(1,163)4.8 out of 5
2nd Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 identif

    Users
    • Customer Service Representative
    • Customer Experience
    Industries
    • Consumer Services
    • Banking
    Market Segment
    • 58% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Playvox Quality Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    61
    Coaching
    21
    Helpful
    19
    Scoring System
    18
    Evaluation Process
    16
    Cons
    Missing Features
    7
    Limited Customization
    6
    Poor Reporting
    6
    Update Issues
    6
    Layout Issues
    5
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Playvox Quality Management features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.4
    9.7
    Evaluation
    Average: 9.1
    9.6
    Calibration
    Average: 8.9
    9.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Playvox
    Year Founded
    2012
    HQ Location
    Sunnyvale, CA
    Twitter
    @PlayVoxCX
    1,698 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    59 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 identif

Users
  • Customer Service Representative
  • Customer Experience
Industries
  • Consumer Services
  • Banking
Market Segment
  • 58% Mid-Market
  • 34% Enterprise
Playvox Quality Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
61
Coaching
21
Helpful
19
Scoring System
18
Evaluation Process
16
Cons
Missing Features
7
Limited Customization
6
Poor Reporting
6
Update Issues
6
Layout Issues
5
View All Pros and Cons
Playvox Quality Management features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.4
9.7
Evaluation
Average: 9.1
9.6
Calibration
Average: 8.9
9.6
Integrations
Average: 8.9
Seller Details
Seller
Playvox
Year Founded
2012
HQ Location
Sunnyvale, CA
Twitter
@PlayVoxCX
1,698 Twitter followers
LinkedIn® Page
www.linkedin.com
59 employees on LinkedIn®
evaluagent
(418)4.5 out of 5
Optimized for quick response
6th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for evaluagent
Save to My Lists
Entry Level Price:Starting at £20.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    evaluagentCX redefines quality assurance with AI-powered conversation intelligence and automated QA. The platform delivers precise, unbiased insights from every customer interaction, helping you cut t

    Users
    • Quality Assurance Manager
    • Ambassador
    Industries
    • Financial Services
    • Consumer Services
    Market Segment
    • 64% Mid-Market
    • 17% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • evaluagent Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    109
    Improvement
    62
    Helpful
    61
    User Interface
    44
    Navigation Ease
    37
    Cons
    Missing Features
    19
    Layout Issues
    17
    Not Intuitive
    17
    Filtering Issues
    15
    Learning Curve
    15
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • evaluagent features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.9
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    EvaluAgent
    Company Website
    Year Founded
    2012
    HQ Location
    Middlesbrough, GB
    Twitter
    @evaluagent
    1,122 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    53 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

evaluagentCX redefines quality assurance with AI-powered conversation intelligence and automated QA. The platform delivers precise, unbiased insights from every customer interaction, helping you cut t

Users
  • Quality Assurance Manager
  • Ambassador
Industries
  • Financial Services
  • Consumer Services
Market Segment
  • 64% Mid-Market
  • 17% Enterprise
evaluagent Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
109
Improvement
62
Helpful
61
User Interface
44
Navigation Ease
37
Cons
Missing Features
19
Layout Issues
17
Not Intuitive
17
Filtering Issues
15
Learning Curve
15
View All Pros and Cons
evaluagent features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.9
8.5
Integrations
Average: 8.9
Seller Details
Seller
EvaluAgent
Company Website
Year Founded
2012
HQ Location
Middlesbrough, GB
Twitter
@evaluagent
1,122 Twitter followers
LinkedIn® Page
www.linkedin.com
53 employees on LinkedIn®
Convin.ai
(549)4.7 out of 5
4th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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

    Users
    • Quality Analyst
    • Policy Advisor
    Industries
    • Education Management
    • Health, Wellness and Fitness
    Market Segment
    • 63% Enterprise
    • 31% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Convin.ai Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    42
    Auditing
    23
    Auditing Efficiency
    23
    Accuracy
    21
    User Interface
    17
    Cons
    Slow Loading
    10
    Slow Performance
    7
    Auditing Issues
    6
    Slow Speed
    6
    Accuracy Issues
    5
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Convin.ai features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.4
    9.3
    Evaluation
    Average: 9.1
    9.2
    Calibration
    Average: 8.9
    9.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Convin
    Year Founded
    2020
    HQ Location
    Bengaluru, IN
    Twitter
    @convin
    12 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    183 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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

Users
  • Quality Analyst
  • Policy Advisor
Industries
  • Education Management
  • Health, Wellness and Fitness
Market Segment
  • 63% Enterprise
  • 31% Mid-Market
Convin.ai Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
42
Auditing
23
Auditing Efficiency
23
Accuracy
21
User Interface
17
Cons
Slow Loading
10
Slow Performance
7
Auditing Issues
6
Slow Speed
6
Accuracy Issues
5
View All Pros and Cons
Convin.ai features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.4
9.3
Evaluation
Average: 9.1
9.2
Calibration
Average: 8.9
9.4
Integrations
Average: 8.9
Seller Details
Seller
Convin
Year Founded
2020
HQ Location
Bengaluru, IN
Twitter
@convin
12 Twitter followers
LinkedIn® Page
www.linkedin.com
183 employees on LinkedIn®
Scorebuddy
(722)4.5 out of 5
Optimized for quick response
5th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, d

    Users
    • Team Leader
    • Quality Assurance Analyst
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 59% Mid-Market
    • 22% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Scorebuddy Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    62
    Scoring System
    24
    Efficiency
    20
    Intuitive
    16
    Navigation Ease
    16
    Cons
    Slow Loading
    10
    Missing Features
    8
    Poor Reporting
    7
    Improvement Needed
    6
    Slow Performance
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Scorebuddy features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    8.8
    Calibration
    Average: 8.9
    8.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Scorebuddy
    Company Website
    Year Founded
    2001
    HQ Location
    Dublin
    Twitter
    @score_buddy
    1,879 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    57 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, d

Users
  • Team Leader
  • Quality Assurance Analyst
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 59% Mid-Market
  • 22% Small-Business
Scorebuddy Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
62
Scoring System
24
Efficiency
20
Intuitive
16
Navigation Ease
16
Cons
Slow Loading
10
Missing Features
8
Poor Reporting
7
Improvement Needed
6
Slow Performance
6
View All Pros and Cons
Scorebuddy features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
8.8
Calibration
Average: 8.9
8.4
Integrations
Average: 8.9
Seller Details
Seller
Scorebuddy
Company Website
Year Founded
2001
HQ Location
Dublin
Twitter
@score_buddy
1,879 Twitter followers
LinkedIn® Page
www.linkedin.com
57 employees on LinkedIn®
my.SQM Auto QA
(270)4.5 out of 5
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 a

    Users
    • Supervisor
    Industries
    • Insurance
    • Hospital & Health Care
    Market Segment
    • 47% Mid-Market
    • 31% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • my.SQM Auto QA Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    36
    Helpful
    23
    Navigation Ease
    8
    Scoring System
    8
    Easy Access
    7
    Cons
    Call Issues
    12
    Complexity
    4
    Inaccurate Data Analysis
    4
    Layout Issues
    4
    Poor Response
    4
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • my.SQM Auto QA features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.4
    9.0
    Evaluation
    Average: 9.1
    8.7
    Calibration
    Average: 8.9
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SQM Group
    Company Website
    Year Founded
    1996
    HQ Location
    Coeur d'Alene, US
    Twitter
    @SQMGroup_
    1,869 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    81 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 a

Users
  • Supervisor
Industries
  • Insurance
  • Hospital & Health Care
Market Segment
  • 47% Mid-Market
  • 31% Enterprise
my.SQM Auto QA Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
36
Helpful
23
Navigation Ease
8
Scoring System
8
Easy Access
7
Cons
Call Issues
12
Complexity
4
Inaccurate Data Analysis
4
Layout Issues
4
Poor Response
4
View All Pros and Cons
my.SQM Auto QA features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.4
9.0
Evaluation
Average: 9.1
8.7
Calibration
Average: 8.9
8.5
Integrations
Average: 8.9
Seller Details
Seller
SQM Group
Company Website
Year Founded
1996
HQ Location
Coeur d'Alene, US
Twitter
@SQMGroup_
1,869 Twitter followers
LinkedIn® Page
www.linkedin.com
81 employees on LinkedIn®
Genesys Cloud CX
(1,488)4.4 out of 5
Optimized for quick response
View top Consulting Services for Genesys Cloud CX
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

    Users
    • Manager
    • Case Advocate
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 46% Mid-Market
    • 40% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Genesys Cloud CX is a comprehensive contact center solution that provides customers with a range of features including call monitoring, detailed metrics, and workforce management.
    • Reviewers appreciate the platform's customizability, its ability to fit any business need, and the real-time QA tools that make performance oversight seamless.
    • Users mentioned that the platform can feel clunky at times, with some finding it difficult to make rapid changes, and others noting that the initial setup and configuration can be complex for new users.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Genesys Cloud CX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    129
    Features
    90
    Reliability
    63
    Helpful
    57
    Efficiency
    55
    Cons
    Limited Features
    60
    Missing Features
    47
    Inadequate Reporting
    34
    Missing Functionality
    32
    Complexity
    30
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Genesys Cloud CX features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.4
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.9
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Genesys
    Company Website
    Year Founded
    1990
    HQ Location
    Menlo Park, CA
    Twitter
    @Genesys
    32,340 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,430 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

Users
  • Manager
  • Case Advocate
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 46% Mid-Market
  • 40% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Genesys Cloud CX is a comprehensive contact center solution that provides customers with a range of features including call monitoring, detailed metrics, and workforce management.
  • Reviewers appreciate the platform's customizability, its ability to fit any business need, and the real-time QA tools that make performance oversight seamless.
  • Users mentioned that the platform can feel clunky at times, with some finding it difficult to make rapid changes, and others noting that the initial setup and configuration can be complex for new users.
Genesys Cloud CX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
129
Features
90
Reliability
63
Helpful
57
Efficiency
55
Cons
Limited Features
60
Missing Features
47
Inadequate Reporting
34
Missing Functionality
32
Complexity
30
View All Pros and Cons
Genesys Cloud CX features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.4
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.9
8.5
Integrations
Average: 8.9
Seller Details
Seller
Genesys
Company Website
Year Founded
1990
HQ Location
Menlo Park, CA
Twitter
@Genesys
32,340 Twitter followers
LinkedIn® Page
www.linkedin.com
8,430 employees on LinkedIn®
Level AI
(200)4.7 out of 5
Optimized for quick response
7th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Level AI develops advanced AI technologies to revolutionize the customer experience. Our state-of-the-art AI-native solutions are designed to drive efficiency, productivity, scale, and excellence

    Users
    • Quality Analyst
    • Supervisor
    Industries
    • Consumer Services
    • Food & Beverages
    Market Segment
    • 57% Mid-Market
    • 31% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Level AI Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    76
    Helpful
    53
    Efficiency
    42
    Accuracy
    37
    User Interface
    34
    Cons
    Inaccuracy
    22
    Slow Performance
    17
    Accuracy Issues
    14
    Translation Accuracy
    13
    AI Inaccuracy
    12
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Level AI features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.9
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Level AI
    Company Website
    Year Founded
    2018
    HQ Location
    Mountain View, US
    Twitter
    @TheLevelAI
    199 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    199 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Level AI develops advanced AI technologies to revolutionize the customer experience. Our state-of-the-art AI-native solutions are designed to drive efficiency, productivity, scale, and excellence

Users
  • Quality Analyst
  • Supervisor
Industries
  • Consumer Services
  • Food & Beverages
Market Segment
  • 57% Mid-Market
  • 31% Enterprise
Level AI Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
76
Helpful
53
Efficiency
42
Accuracy
37
User Interface
34
Cons
Inaccuracy
22
Slow Performance
17
Accuracy Issues
14
Translation Accuracy
13
AI Inaccuracy
12
View All Pros and Cons
Level AI features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Level AI
Company Website
Year Founded
2018
HQ Location
Mountain View, US
Twitter
@TheLevelAI
199 Twitter followers
LinkedIn® Page
www.linkedin.com
199 employees on LinkedIn®
Balto
(566)4.8 out of 5
Optimized for quick response
1st Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Balto is the world’s first AI workforce for the contact center. In an era where humans and AIs work together as equal partners, Balto is writing the playbook for how humans and AI divide job responsib

    Users
    • Medicare Sales Representative
    • MSR
    Industries
    • Insurance
    • Consumer Services
    Market Segment
    • 48% Mid-Market
    • 26% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Balto Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    60
    Ease of Use
    55
    Accuracy
    23
    AI Summary
    19
    Call Recording
    18
    Cons
    Call Issues
    27
    Accuracy Issues
    17
    Voice Recognition Issues
    13
    AI Inaccuracy
    12
    Missing Features
    11
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Balto features and usability ratings that predict user satisfaction
    9.8
    Has the product been a good partner in doing business?
    Average: 9.4
    9.6
    Evaluation
    Average: 9.1
    9.5
    Calibration
    Average: 8.9
    9.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Balto
    Company Website
    Year Founded
    2017
    HQ Location
    St Louis, US
    Twitter
    @balto_ai
    247 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    152 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Balto is the world’s first AI workforce for the contact center. In an era where humans and AIs work together as equal partners, Balto is writing the playbook for how humans and AI divide job responsib

Users
  • Medicare Sales Representative
  • MSR
Industries
  • Insurance
  • Consumer Services
Market Segment
  • 48% Mid-Market
  • 26% Enterprise
Balto Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
60
Ease of Use
55
Accuracy
23
AI Summary
19
Call Recording
18
Cons
Call Issues
27
Accuracy Issues
17
Voice Recognition Issues
13
AI Inaccuracy
12
Missing Features
11
View All Pros and Cons
Balto features and usability ratings that predict user satisfaction
9.8
Has the product been a good partner in doing business?
Average: 9.4
9.6
Evaluation
Average: 9.1
9.5
Calibration
Average: 8.9
9.5
Integrations
Average: 8.9
Seller Details
Seller
Balto
Company Website
Year Founded
2017
HQ Location
St Louis, US
Twitter
@balto_ai
247 Twitter followers
LinkedIn® Page
www.linkedin.com
152 employees on LinkedIn®
Five9 Intelligent Cloud Contact Center Platform
(579)4.1 out of 5
Optimized for quick response
View top Consulting Services for Five9 Intelligent Cloud Contact Center Platform
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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

    Users
    • Customer Service Representative
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 56% Mid-Market
    • 24% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Five9 Intelligent Cloud Contact Center Platform is a tool for handling inbound and outbound calls, integrating with Salesforce, and monitoring teams in real time.
    • Users like the platform's seamless functionality, easy navigation, real-time dashboards, and the ability to make and receive numerous inbound sales calls, which has proven to be an integral tool for sales desks.
    • Reviewers experienced issues with the platform freezing, difficulty in setting up reports, and challenges in integrating with third-party CRM systems, often requiring technical assistance.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Five9 Intelligent Cloud Contact Center Platform Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    107
    Customer Support
    83
    Helpful
    78
    Features
    70
    Call Management
    49
    Cons
    Call Issues
    40
    Complexity
    32
    Technical Issues
    31
    Missing Features
    30
    Poor Customer Support
    29
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
    8.6
    Has the product been a good partner in doing business?
    Average: 9.4
    8.5
    Evaluation
    Average: 9.1
    8.4
    Calibration
    Average: 8.9
    8.8
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Five9
    Company Website
    Year Founded
    2001
    HQ Location
    San Ramon, CA
    Twitter
    @Five9
    14,890 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,962 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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

Users
  • Customer Service Representative
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 56% Mid-Market
  • 24% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Five9 Intelligent Cloud Contact Center Platform is a tool for handling inbound and outbound calls, integrating with Salesforce, and monitoring teams in real time.
  • Users like the platform's seamless functionality, easy navigation, real-time dashboards, and the ability to make and receive numerous inbound sales calls, which has proven to be an integral tool for sales desks.
  • Reviewers experienced issues with the platform freezing, difficulty in setting up reports, and challenges in integrating with third-party CRM systems, often requiring technical assistance.
Five9 Intelligent Cloud Contact Center Platform Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
107
Customer Support
83
Helpful
78
Features
70
Call Management
49
Cons
Call Issues
40
Complexity
32
Technical Issues
31
Missing Features
30
Poor Customer Support
29
View All Pros and Cons
Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 9.4
8.5
Evaluation
Average: 9.1
8.4
Calibration
Average: 8.9
8.8
Integrations
Average: 8.9
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,890 Twitter followers
LinkedIn® Page
www.linkedin.com
2,962 employees on LinkedIn®
Hiya Connect Branded Call
(78)4.7 out of 5
9th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Entry Level Price:Starting at $29.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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

    Users
    No information available
    Industries
    • Financial Services
    • Insurance
    Market Segment
    • 50% Mid-Market
    • 29% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Hiya Connect Branded Call Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    19
    Helpful
    18
    Easy Setup
    13
    Reliability
    12
    Customer Support
    10
    Cons
    Expensive
    6
    Call Issues
    5
    Number Issues
    4
    High Cost
    3
    Inaccurate Data Analysis
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Hiya Connect Branded Call features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.4
    8.8
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.9
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Hiya
    Company Website
    Year Founded
    2016
    HQ Location
    Seattle, US
    Twitter
    @hiya
    6,501 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    205 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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

Users
No information available
Industries
  • Financial Services
  • Insurance
Market Segment
  • 50% Mid-Market
  • 29% Small-Business
Hiya Connect Branded Call Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
19
Helpful
18
Easy Setup
13
Reliability
12
Customer Support
10
Cons
Expensive
6
Call Issues
5
Number Issues
4
High Cost
3
Inaccurate Data Analysis
3
View All Pros and Cons
Hiya Connect Branded Call features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.4
8.8
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Hiya
Company Website
Year Founded
2016
HQ Location
Seattle, US
Twitter
@hiya
6,501 Twitter followers
LinkedIn® Page
www.linkedin.com
205 employees on LinkedIn®
Calabrio ONE
(377)4.5 out of 5
Optimized for quick response
14th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Calabrio ONE
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

    Users
    • Workforce Analyst
    • Risk Investigator
    Industries
    • Consumer Services
    • Hospital & Health Care
    Market Segment
    • 53% Mid-Market
    • 37% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Calabrio ONE Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    71
    Features
    39
    Scheduling
    38
    Efficiency
    36
    Customer Support
    28
    Cons
    Missing Features
    25
    Scheduling Issues
    17
    Inaccurate Data Analysis
    13
    Poor Reporting
    13
    Slow Loading
    13
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Calabrio ONE features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.4
    9.3
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.9
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Calabrio
    Company Website
    Year Founded
    2007
    HQ Location
    Minneapolis, MN
    Twitter
    @Calabrio
    2,271 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    573 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

Users
  • Workforce Analyst
  • Risk Investigator
Industries
  • Consumer Services
  • Hospital & Health Care
Market Segment
  • 53% Mid-Market
  • 37% Enterprise
Calabrio ONE Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
71
Features
39
Scheduling
38
Efficiency
36
Customer Support
28
Cons
Missing Features
25
Scheduling Issues
17
Inaccurate Data Analysis
13
Poor Reporting
13
Slow Loading
13
View All Pros and Cons
Calabrio ONE features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.4
9.3
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.9
8.6
Integrations
Average: 8.9
Seller Details
Seller
Calabrio
Company Website
Year Founded
2007
HQ Location
Minneapolis, MN
Twitter
@Calabrio
2,271 Twitter followers
LinkedIn® Page
www.linkedin.com
573 employees on LinkedIn®
CallMiner Eureka
(223)4.5 out of 5
Optimized for quick response
View top Consulting Services for CallMiner Eureka
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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, Call

    Users
    • Speech Analyst
    • Business Analyst
    Industries
    • Financial Services
    • Insurance
    Market Segment
    • 46% Mid-Market
    • 40% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • CallMiner Eureka Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    12
    Innovation
    12
    Helpful
    11
    Improvement
    11
    Artificial Intelligence
    8
    Cons
    Learning Curve
    8
    Missing Features
    5
    Steep Learning Curve
    5
    Difficult Setup
    4
    Training Required
    4
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • CallMiner Eureka features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.4
    8.8
    Evaluation
    Average: 9.1
    8.5
    Calibration
    Average: 8.9
    8.0
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CallMiner
    Company Website
    Year Founded
    2002
    HQ Location
    Waltham, MA
    Twitter
    @CallMiner
    3,259 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    319 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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, Call

Users
  • Speech Analyst
  • Business Analyst
Industries
  • Financial Services
  • Insurance
Market Segment
  • 46% Mid-Market
  • 40% Enterprise
CallMiner Eureka Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
12
Innovation
12
Helpful
11
Improvement
11
Artificial Intelligence
8
Cons
Learning Curve
8
Missing Features
5
Steep Learning Curve
5
Difficult Setup
4
Training Required
4
View All Pros and Cons
CallMiner Eureka features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.4
8.8
Evaluation
Average: 9.1
8.5
Calibration
Average: 8.9
8.0
Integrations
Average: 8.9
Seller Details
Seller
CallMiner
Company Website
Year Founded
2002
HQ Location
Waltham, MA
Twitter
@CallMiner
3,259 Twitter followers
LinkedIn® Page
www.linkedin.com
319 employees on LinkedIn®
Observe.AI
(238)4.6 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with

    Users
    • Assistant Quality Assurance
    • Quality Analyst
    Industries
    • Outsourcing/Offshoring
    • Consumer Services
    Market Segment
    • 64% Mid-Market
    • 21% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Observe.AI Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    28
    Helpful
    21
    Efficiency
    19
    Accuracy
    17
    Coaching
    17
    Cons
    Accuracy Issues
    17
    Inaccuracy
    16
    Inaccurate Data Analysis
    14
    Missing Features
    10
    Call Issues
    9
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Observe.AI features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.4
    9.2
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.9
    9.0
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Observe.AI
    Company Website
    Year Founded
    2017
    HQ Location
    San Francisco, California
    Twitter
    @observeAI
    1,479 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    428 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with

Users
  • Assistant Quality Assurance
  • Quality Analyst
Industries
  • Outsourcing/Offshoring
  • Consumer Services
Market Segment
  • 64% Mid-Market
  • 21% Small-Business
Observe.AI Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
28
Helpful
21
Efficiency
19
Accuracy
17
Coaching
17
Cons
Accuracy Issues
17
Inaccuracy
16
Inaccurate Data Analysis
14
Missing Features
10
Call Issues
9
View All Pros and Cons
Observe.AI features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.4
9.2
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.9
9.0
Integrations
Average: 8.9
Seller Details
Seller
Observe.AI
Company Website
Year Founded
2017
HQ Location
San Francisco, California
Twitter
@observeAI
1,479 Twitter followers
LinkedIn® Page
www.linkedin.com
428 employees on LinkedIn®
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Learn More About Contact Center Quality Assurance Software

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

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

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

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