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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
Show More
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Best Contact Center Quality Assurance Software At A Glance

Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
Scorebuddy
Scorebuddy
Easiest to Use:
Balto
Balto
Top Trending:
Level AI
Level AI
Best Free Software:
Playvox Quality Management
Playvox Quality Management
Show LessShow More
Easiest to Use:
Balto
Balto
Top Trending:
Level AI
Level AI
Best Free Software:
Playvox Quality Management
Playvox Quality Management

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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155 Listings in Contact Center Quality Assurance Available
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Salesforce Service Cloud
(7,187)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
    1,715
    Features
    1,505
    Case Management
    1,485
    Efficiency
    1,298
    Helpful
    826
    Cons
    Complexity
    907
    Learning Curve
    784
    Steep Learning Curve
    621
    Missing Features
    591
    Expensive
    580
    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
    8.7
    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
    577,838 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
1,715
Features
1,505
Case Management
1,485
Efficiency
1,298
Helpful
826
Cons
Complexity
907
Learning Curve
784
Steep Learning Curve
621
Missing Features
591
Expensive
580
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
8.7
Integrations
Average: 8.9
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
577,838 Twitter followers
LinkedIn® Page
www.linkedin.com
86,064 employees on LinkedIn®
Talkdesk
(2,499)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
    259
    Call Management
    153
    Efficiency
    147
    Helpful
    136
    Features
    132
    Cons
    Call Issues
    106
    Technical Issues
    70
    Notification Issues
    55
    Missing Features
    54
    Connection Issues
    53
    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
    6,983 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,353 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
259
Call Management
153
Efficiency
147
Helpful
136
Features
132
Cons
Call Issues
106
Technical Issues
70
Notification Issues
55
Missing Features
54
Connection Issues
53
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
6,983 Twitter followers
LinkedIn® Page
www.linkedin.com
1,353 employees on LinkedIn®

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evaluagent
(423)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
    • Ambassador
    • Quality Assurance Manager
    Industries
    • Financial Services
    • Consumer Services
    Market Segment
    • 64% Mid-Market
    • 17% Small-Business
  • 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
    115
    Improvement
    65
    Helpful
    62
    User Interface
    46
    Navigation Ease
    38
    Cons
    Missing Features
    20
    Layout Issues
    19
    Not Intuitive
    19
    Learning Curve
    17
    Complexity
    16
    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
    1,121 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    58 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
  • Ambassador
  • Quality Assurance Manager
Industries
  • Financial Services
  • Consumer Services
Market Segment
  • 64% Mid-Market
  • 17% Small-Business
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
115
Improvement
65
Helpful
62
User Interface
46
Navigation Ease
38
Cons
Missing Features
20
Layout Issues
19
Not Intuitive
19
Learning Curve
17
Complexity
16
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
1,121 Twitter followers
LinkedIn® Page
www.linkedin.com
58 employees on LinkedIn®
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
    49
    Coaching
    16
    Helpful
    16
    Evaluation Process
    15
    Scoring System
    14
    Cons
    Poor Reporting
    6
    Limited Customization
    5
    Missing Features
    5
    Layout Issues
    4
    Slow Loading
    4
    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
    1,697 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    58 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
49
Coaching
16
Helpful
16
Evaluation Process
15
Scoring System
14
Cons
Poor Reporting
6
Limited Customization
5
Missing Features
5
Layout Issues
4
Slow Loading
4
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
1,697 Twitter followers
LinkedIn® Page
www.linkedin.com
58 employees on LinkedIn®
Scorebuddy
(723)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
    64
    Scoring System
    24
    Efficiency
    21
    Navigation Ease
    16
    Intuitive
    15
    Cons
    Slow Loading
    10
    Missing Features
    8
    App Functionality
    7
    Poor Reporting
    7
    Improvement Needed
    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
    1,867 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
64
Scoring System
24
Efficiency
21
Navigation Ease
16
Intuitive
15
Cons
Slow Loading
10
Missing Features
8
App Functionality
7
Poor Reporting
7
Improvement Needed
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
1,867 Twitter followers
LinkedIn® Page
www.linkedin.com
57 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
    13
    Accuracy
    9
    User Interface
    9
    Auditing Efficiency
    6
    Auditing
    5
    Cons
    Auditing Issues
    3
    Inadequate Reporting
    3
    Call Issues
    2
    Improvement Needed
    2
    Inaccurate Data Analysis
    2
    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
13
Accuracy
9
User Interface
9
Auditing Efficiency
6
Auditing
5
Cons
Auditing Issues
3
Inadequate Reporting
3
Call Issues
2
Improvement Needed
2
Inaccurate Data Analysis
2
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®
Genesys Cloud CX
(1,507)4.4 out of 5
Optimized for quick response
12th Easiest To Use in Contact Center Quality Assurance software
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 unified platform that consolidates multiple customer channels into a single interface, offering features such as omnichannel routing, reporting, and analytics for managing customer interactions and performance visibility.
    • Reviewers frequently mention the platform's ease of use, scalability, and the integration of AI and analytics features, which provide real-time insights into customer interactions and help deliver more personalized and efficient service.
    • Users experienced occasional UI lag, bugs that cause the system to freeze when navigating quickly between dashboards, a steep learning curve for administrators, and complications with the cost structure for advanced features.
  • 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
    92
    Reliability
    64
    Efficiency
    59
    Helpful
    55
    Cons
    Limited Features
    59
    Missing Features
    47
    Inadequate Reporting
    35
    Complexity
    32
    Missing Functionality
    32
    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
    32,378 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,439 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 unified platform that consolidates multiple customer channels into a single interface, offering features such as omnichannel routing, reporting, and analytics for managing customer interactions and performance visibility.
  • Reviewers frequently mention the platform's ease of use, scalability, and the integration of AI and analytics features, which provide real-time insights into customer interactions and help deliver more personalized and efficient service.
  • Users experienced occasional UI lag, bugs that cause the system to freeze when navigating quickly between dashboards, a steep learning curve for administrators, and complications with the cost structure for advanced features.
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
92
Reliability
64
Efficiency
59
Helpful
55
Cons
Limited Features
59
Missing Features
47
Inadequate Reporting
35
Complexity
32
Missing Functionality
32
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
32,378 Twitter followers
LinkedIn® Page
www.linkedin.com
8,439 employees on LinkedIn®
my.SQM Auto QA
(270)4.6 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
    37
    Helpful
    23
    Navigation Ease
    9
    Scoring System
    8
    Easy Access
    7
    Cons
    Call Issues
    12
    Complexity
    5
    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_
    1,865 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
37
Helpful
23
Navigation Ease
9
Scoring System
8
Easy Access
7
Cons
Call Issues
12
Complexity
5
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_
1,865 Twitter followers
LinkedIn® Page
www.linkedin.com
81 employees on LinkedIn®
Balto
(568)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
    55
    Ease of Use
    51
    Accuracy
    22
    AI Summary
    19
    Call Recording
    18
    Cons
    Call Issues
    27
    Accuracy Issues
    16
    AI Inaccuracy
    12
    Voice Recognition Issues
    11
    Missing Features
    10
    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
    245 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    156 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
55
Ease of Use
51
Accuracy
22
AI Summary
19
Call Recording
18
Cons
Call Issues
27
Accuracy Issues
16
AI Inaccuracy
12
Voice Recognition Issues
11
Missing Features
10
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
245 Twitter followers
LinkedIn® Page
www.linkedin.com
156 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
    77
    Helpful
    54
    Efficiency
    43
    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
77
Helpful
54
Efficiency
43
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®
Five9 Intelligent Cloud Contact Center Platform
(588)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
    • 23% 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 managing inbound and outbound customer interactions and supporting overall contact center operations.
    • Reviewers like the platform's user-friendly interface, robust reporting capabilities, and the ability to integrate with various systems, which enhances both agent productivity and customer satisfaction.
    • Users reported issues such as occasional glitches or connectivity disruptions, complex setup and customization processes, and limitations in certain features without customization.
  • 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
    122
    Customer Support
    90
    Helpful
    87
    Features
    77
    Efficiency
    59
    Cons
    Call Issues
    42
    Complexity
    35
    Missing Features
    35
    Technical Issues
    33
    Poor Customer Support
    30
    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
    14,845 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,968 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
  • 23% 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 managing inbound and outbound customer interactions and supporting overall contact center operations.
  • Reviewers like the platform's user-friendly interface, robust reporting capabilities, and the ability to integrate with various systems, which enhances both agent productivity and customer satisfaction.
  • Users reported issues such as occasional glitches or connectivity disruptions, complex setup and customization processes, and limitations in certain features without customization.
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
122
Customer Support
90
Helpful
87
Features
77
Efficiency
59
Cons
Call Issues
42
Complexity
35
Missing Features
35
Technical Issues
33
Poor Customer Support
30
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
14,845 Twitter followers
LinkedIn® Page
www.linkedin.com
2,968 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
    6,494 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
6,494 Twitter followers
LinkedIn® Page
www.linkedin.com
205 employees on LinkedIn®
Calabrio ONE
(377)4.5 out of 5
Optimized for quick response
View top Consulting Services for Calabrio ONE
Save to My Lists
  • 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
    • 52% 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
    66
    Features
    39
    Scheduling
    37
    Efficiency
    36
    Time-Saving
    26
    Cons
    Missing Features
    22
    Poor Reporting
    15
    Scheduling Issues
    15
    Inaccurate Data Analysis
    14
    Inadequate Reporting
    14
    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
    2,268 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    579 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
  • 52% 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
66
Features
39
Scheduling
37
Efficiency
36
Time-Saving
26
Cons
Missing Features
22
Poor Reporting
15
Scheduling Issues
15
Inaccurate Data Analysis
14
Inadequate Reporting
14
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
2,268 Twitter followers
LinkedIn® Page
www.linkedin.com
579 employees on LinkedIn®
Observe.AI
(234)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
    • 65% Mid-Market
    • 22% 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
    29
    Helpful
    21
    Efficiency
    20
    Coaching
    18
    Accuracy
    17
    Cons
    Accuracy Issues
    18
    Inaccuracy
    17
    Inaccurate Data Analysis
    15
    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
    1,506 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    415 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
  • 65% Mid-Market
  • 22% 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
29
Helpful
21
Efficiency
20
Coaching
18
Accuracy
17
Cons
Accuracy Issues
18
Inaccuracy
17
Inaccurate Data Analysis
15
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
1,506 Twitter followers
LinkedIn® Page
www.linkedin.com
415 employees on LinkedIn®
Qualtrics Customer Experience
(743)4.3 out of 5
Optimized for quick response
View top Consulting Services for Qualtrics Customer Experience
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Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 bette

    Users
    • Business Data Analyst
    • Community Manager
    Industries
    • Information Technology and Services
    • Higher Education
    Market Segment
    • 52% Enterprise
    • 36% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Qualtrics Customer Experience 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
    14
    Analytics
    10
    Helpful
    10
    Customer Support
    7
    Dashboard Usability
    7
    Cons
    Improvement Needed
    6
    Limited Customization
    5
    Complexity
    4
    Expensive
    4
    Integration Issues
    4
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Qualtrics Customer Experience features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.4
    9.1
    Evaluation
    Average: 9.1
    8.8
    Calibration
    Average: 8.9
    8.7
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Qualtrics
    Company Website
    Year Founded
    2002
    HQ Location
    Provo, UT
    Twitter
    @Qualtrics
    42,234 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    6,109 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 bette

Users
  • Business Data Analyst
  • Community Manager
Industries
  • Information Technology and Services
  • Higher Education
Market Segment
  • 52% Enterprise
  • 36% Mid-Market
Qualtrics Customer Experience 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
14
Analytics
10
Helpful
10
Customer Support
7
Dashboard Usability
7
Cons
Improvement Needed
6
Limited Customization
5
Complexity
4
Expensive
4
Integration Issues
4
View All Pros and Cons
Qualtrics Customer Experience features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.4
9.1
Evaluation
Average: 9.1
8.8
Calibration
Average: 8.9
8.7
Integrations
Average: 8.9
Seller Details
Seller
Qualtrics
Company Website
Year Founded
2002
HQ Location
Provo, UT
Twitter
@Qualtrics
42,234 Twitter followers
LinkedIn® Page
www.linkedin.com
6,109 employees on LinkedIn®
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155 Listings in Contact Center Quality Assurance Available
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Contact Center Quality Assurance Topics

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Learn More About Contact Center Quality Assurance Software

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

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

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

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

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