# Best Enterprise Contact Center Quality Assurance Software

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

**Total Products under this Category:** 168

### Category Stats (Aug 2026)

- **Average Rating:** 4.53/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** EdgeTier (+1.49%) - Among all products in this category, EdgeTier recorded the largest rating increase compared to last month

_Last updated: August 05, 2026_

## How Does G2 Rank Contact Center Quality Assurance Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 35,400+ Authentic Reviews
- 168+ Products
- Unbiased Rankings

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

## G2 Grid® for Contact Center Quality Assurance Software
 ![G2 Grid® for Contact Center Quality Assurance Software plotting products by satisfaction and market presence](https://www.g2.com/categories/contact-center-quality-assurance/grids.png?focus%5B%5D=5494&focus%5B%5D=4215&focus%5B%5D=157933&focus%5B%5D=5965&focus%5B%5D=88148&focus%5B%5D=9177&focus%5B%5D=348&focus%5B%5D=122223)

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Genesys Cloud CX, Level AI, Playvox Quality Management, evaluagent, ScorebuddyCX, Five9 Intelligent Cloud Contact Center Platform, and Convin.ai.

Underlying data: [Grid® JSON](https://www.g2.com/categories/contact-center-quality-assurance/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=level-ai&focus%5B%5D=playvox-quality-management&focus%5B%5D=evaluagent&focus%5B%5D=scorebuddycx&focus%5B%5D=five9-intelligent-cloud-contact-center-platform&focus%5B%5D=convin-ai&segment=enterprise)

**Sponsored**

### ScorebuddyCX

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

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1989&secure%5Bchosen_at%5D=2026-08-08T21%3A58%3A38Z&secure%5Bdisplayable_resource_id%5D=1989&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1989&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=9177&secure%5Bresource_id%5D=1989&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-quality-assurance%2Fenterprise%3Fopen_modal_url%3D%252Fproducts%252Fevaluagent%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fcontact-center-quality-assurance%25252Fenterprise%2526source%253Dcategory&secure%5Btoken%5D=9406f551e513865a3317a73e78b4d2d2df4b3bed8c0ac18c1fb1c2532ca5d3f6&secure%5Burl%5D=https%3A%2F%2Fhubs.ly%2FQ04qTbNm0&secure%5Burl_type%5D=custom_url)

### [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

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

**Average Rating:** 4.4/5.0

**Total Reviews:** 6,970

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

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.3/10)
- **Evaluation:** 8.8/10 (Category avg: 9.1/10)
- **Calibration:** 8.7/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.7/10 (Category avg: 8.8/10)

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

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** www.salesforce.com
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce  
579,511 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c04f36289ca03aeff007197f1d9e74e925e328ed6bcfaff98911c78b3ab382f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3185%2F&secure%5Burl_type%5D=linkedin_company_website)  
83,223 employees on LinkedIn®

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features.
- Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency.
- Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy.
- Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks.
- Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud.

##### Cons

- Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use.
- Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features.
- Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members.
- Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively.
- Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features.

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

**["“Daily Use Review of Salesforce Service Cloud in Collections”"](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)**

**Rating:** 5.0/5.0 stars

_— Arnold D._

[Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)

**["The Evolution of Service: Bridging the Gap Between Data and Action."](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)**

**Rating:** 4.0/5.0 stars

_— Naampreet K._

[Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)

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

- [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote
- [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments
- [What does customer self service require?](https://www.g2.com/discussions/what-does-customer-self-service-require)
- [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments
- [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system)

### [Genesys Cloud CX](https://www.g2.com/it/products/genesys-cloud-cx/reviews)

Genesys Cloud CX® è una soluzione di orchestrazione delle esperienze potenziata dall'IA che consente alle organizzazioni di coordinare le interazioni con clienti e dipendenti in ogni punto di contatto. Collegando dati, sistemi e flussi di lavoro in tempo reale, aiuta le aziende a offrire esperienze più coerenti e personalizzate che migliorano la fedeltà, l'efficienza e i risultati aziendali complessivi. La soluzione riunisce IA; coinvolgimento vocale e digitale; instradamento intelligente e automazione; gestione del coinvolgimento della forza lavoro; e orchestrazione del percorso end-to-end in un'unica soluzione cloud unificata. La sua architettura aperta e flessibile consente alle organizzazioni di integrarsi facilmente con i sistemi esistenti, riducendo la complessità e creando un'esperienza più connessa tra i canali, consentendo l'innovazione senza interruzioni. Le organizzazioni utilizzano Genesys Cloud CX per accelerare il tempo di valorizzazione attraverso una rapida implementazione e capacità facili da distribuire, riducendo al contempo i costi di servizio con l'automazione guidata dall'IA. La personalizzazione in tempo reale e le interazioni contestuali aiutano a migliorare la soddisfazione del cliente, mentre le capacità native dell'IA migliorano la produttività degli agenti, semplificano i flussi di lavoro e supportano decisioni più rapide e informate. Un livello di dati unificato fornisce approfondimenti in tempo reale e garantisce esperienze senza soluzione di continuità tra i canali, eliminando i silos e migliorando la visibilità delle operazioni. La governance dell'IA integrata supporta un'adozione sicura, conforme e spiegabile, particolarmente importante per le industrie regolamentate. Progettata per la scala aziendale, la piattaforma offre alta disponibilità, stabilità e sicurezza, con la scalabilità e la flessibilità per supportare operazioni globali e esigenze aziendali in evoluzione mantenendo la resilienza. Genesys Cloud CX è ampiamente utilizzato da organizzazioni di tutte le dimensioni per orchestrare esperienze personalizzate dei clienti su larga scala, migliorare l'efficienza, semplificare lo stack tecnologico e ottenere un ROI misurabile.

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,468

#### How Do G2 Users Rate Genesys Cloud CX?

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.5/10 (Category avg: 9.3/10)
- **Valutazione:** 8.8/10 (Category avg: 9.1/10)
- **Calibrazione:** 8.6/10 (Category avg: 8.9/10)
- **Integrazioni di terze parti:** 8.5/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Genesys Cloud CX?

- **Venditore:** [Genesys](https://www.g2.com/it/sellers/genesys)
- **Sito web dell'azienda:** www.genesys.com
- **Anno di Fondazione:** 1990
- **Sede centrale:** Menlo Park, CA
- **Twitter:** @Genesys  
32,180 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3547218b0d552bcecdf111c8d197252c4dce8c2ddc2ffe5bceabde22115e5fc1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F601919%2F&secure%5Burl_type%5D=linkedin_company_website)  
8,569 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Case Advocate, Manager
- **Top Industries:** Tecnologia dell'informazione e servizi, Servizi finanziari
- **Company Size:** 45% Medium, 40% Large

#### What Do G2 Reviewers Say About Genesys Cloud CX?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti trovano Genesys Cloud CX **eccezionalmente facile da usare** , consentendo agli utenti aziendali di gestire autonomamente le configurazioni.
- Gli utenti apprezzano l' **evoluzione continua delle funzionalità** di Genesys Cloud CX, migliorando le operazioni del contact center e la soddisfazione degli utenti.
- Gli utenti apprezzano l' **affidabilità** di Genesys Cloud CX, elogiando la sua accessibilità e il supporto per la continuità aziendale.
- Gli utenti apprezzano l' **efficienza** di Genesys Cloud CX, migliorando l'agilità e semplificando le operazioni del contact center su più canali.
- Gli utenti apprezzano l' **interfaccia intuitiva** di Genesys Cloud CX, migliorando la gestione delle interazioni con i clienti e delle prestazioni della forza lavoro.

##### Cons

- Gli utenti notano le **funzionalità limitate** di Genesys Cloud CX, in particolare nella traduzione vocale e nella disponibilità degli strumenti.
- Gli utenti notano le **funzionalità mancanti** in Genesys Cloud CX, inclusa la personalizzazione limitata del cruscotto e le opzioni di reportistica complesse.
- Gli utenti trovano la **complessità dell'interfaccia** impegnativa, soprattutto per i nuovi arrivati che navigano tra molteplici funzionalità e impostazioni.
- Gli utenti trovano le **capacità di reporting inadeguate** di Genesys Cloud CX frustranti, richiedendo uno sforzo extra per ottenere informazioni di base.
- Gli utenti trovano la **curva di apprendimento ripida** con Genesys Cloud CX, poiché l'interfaccia e le funzionalità possono essere inizialmente confuse.

#### What Are Recent G2 Reviews of Genesys Cloud CX?

**["Potere Omnicanale Centralizzato con Reportistica in Tempo Reale Intuitiva"](https://www.g2.com/it/survey_responses/genesys-cloud-cx-review-13150184)**

**Rating:** 5.0/5.0 stars

_— Utente verificato in Tecnologia dell'informazione e servizi_

[Read full review](https://www.g2.com/it/survey_responses/genesys-cloud-cx-review-13150184)

**["Configurazione senza sforzo, potenti integrazioni"](https://www.g2.com/it/survey_responses/genesys-cloud-cx-review-12997137)**

**Rating:** 5.0/5.0 stars

_— Lucas A._

[Read full review](https://www.g2.com/it/survey_responses/genesys-cloud-cx-review-12997137)

#### What Are G2 Users Discussing About Genesys Cloud CX?

- [A cosa serve Genesys Cloud CX?](https://www.g2.com/it/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes
- [Che tipo di software è Zendesk?](https://www.g2.com/it/discussions/what-kind-of-software-is-zendesk) - 2 comments
- [Quali sono i 4 vantaggi più importanti di Active Directory?](https://www.g2.com/it/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment
- [Cosa fa Genesys Cloud per Salesforce?](https://www.g2.com/it/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments
- [Does Genesys integrate with Salesforce?](https://www.g2.com/it/discussions/purecloud-for-salesforce-does-genesys-integrate-with-salesforce)

### [Level AI](https://www.g2.com/products/level-ai/reviews)

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

**Average Rating:** 4.6/5.0

**Total Reviews:** 211

#### How Do G2 Users Rate Level AI?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10)
- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 9.0/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.6/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Level AI?

- **Seller:** [Level AI](https://www.g2.com/sellers/level-ai)
- **Company Website:** thelevel.ai
- **Year Founded:** 2018
- **HQ Location:** Mountain View, US
- **Twitter:** @TheLevelAI  
204 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=88837a04d6b731eeff4a45c0aa27c4813f367a54aa990a1bb13415f8187aba9e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flevel-ai&secure%5Burl_type%5D=linkedin_company_website)  
212 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Quality Analyst, Supervisor
- **Top Industries:** Consumer Services, Food & Beverages
- **Company Size:** 56% Medium, 32% Large

#### What Do G2 Reviewers Say About Level AI?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Level AI, enjoying its uncluttered interface and intuitive dashboard.
- Users value the **helpfulness** of Level AI, enhancing customer service with quick, accurate information and user-friendly features.
- Users value the **enhanced efficiency** of Level AI, enabling quicker access to insights and streamlined processes.
- Users praise the **intuitive user interface** of Level AI, finding it easy to learn and navigate effectively.
- Users value the **accuracy** of Level AI, which enhances customer interactions with prompt and precise information delivery.

##### Cons

- Users experience **inaccuracies** in AI QA scores and face issues with delayed evaluations and visibility of scores.
- Users experience **slow performance** , which hampers timely updates and complicates monitoring and coaching efforts.
- Users highlight **accuracy issues** in Level AI, affecting evaluations, scores, and overall reliability of monitoring.
- Users find the **translation accuracy lacking** due to occasional misinterpretations of accents and context, affecting insights.
- Users report **AI inaccuracy** affecting scores and monitoring, with significant delays and issues capturing conversations accurately.

#### What Are Recent G2 Reviews of Level AI?

**["Efficient Call Review with Handy Transcription, Needs Enhanced Details"](https://www.g2.com/survey_responses/level-ai-review-11320627)**

**Rating:** 4.0/5.0 stars

_— Verified User in Consumer Services_

[Read full review](https://www.g2.com/survey_responses/level-ai-review-11320627)

**["Our Level AI Partnership has been a magical experience!"](https://www.g2.com/survey_responses/level-ai-review-13022467)**

**Rating:** 4.5/5.0 stars

_— Aaron H._

[Read full review](https://www.g2.com/survey_responses/level-ai-review-13022467)

#### What Are G2 Users Discussing About Level AI?

- [What is LevelAI used for?](https://www.g2.com/discussions/what-is-levelai-used-for) - 1 comment

### [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews)

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

**Average Rating:** 4.8/5.0

**Total Reviews:** 1,053

#### How Do G2 Users Rate Playvox Quality Management?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.3/10)
- **Evaluation:** 9.7/10 (Category avg: 9.1/10)
- **Calibration:** 9.6/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 9.6/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Playvox Quality Management?

- **Seller:** [Playvox](https://www.g2.com/sellers/playvox)
- **Year Founded:** 2012
- **HQ Location:** Sunnyvale, CA
- **Twitter:** @PlayVoxCX  
1,675 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b15d2d64fa41a2a03018f7055c1e37412e5d9b77d93fa2331fb66bae1c080c2e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1085709%2F&secure%5Burl_type%5D=linkedin_company_website)  
40 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Do G2 Reviewers Say About Playvox Quality Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Playvox Quality Management to be **very easy to navigate** and user-friendly, enhancing daily productivity.
- Users appreciate the **efficiency** of Playvox Quality Management, enabling easy tracking and improvement of performance standards.
- Users value the **customizable QA scorecards** of Playvox, enhancing quality assurance efficiency and clarity in evaluations.
- Users value the **excellent customer support** provided by Playvox, enhancing collaboration and performance improvement.
- Users praise the **intuitive evaluation process** of Playvox, enhancing feedback delivery and streamlining quality monitoring.

##### Cons

- Users find **limited customization** options in Playvox Quality Management hinder their ability to tailor the platform to their needs.
- Users find the **missing features** of Playvox Quality Management, like limited dispute raising and interface customization, frustrating.
- Users find **poor reporting** capabilities in Playvox Quality Management, noting a lack of advanced filters and flexibility.
- Users experience **update issues** that hinder KPI visibility and affect workflow, including system downtime during updates.
- Users note that the **ineffectiveness of quality disputes** often leaves them unresolved in the chat window with QA analysts.

#### What Are Recent G2 Reviews of Playvox Quality Management?

**["A comprehensive tool to improve quality and optimize team management"](https://www.g2.com/survey_responses/playvox-quality-management-review-6978172)**

**Rating:** 5.0/5.0 stars

_— Luis A._

[Read full review](https://www.g2.com/survey_responses/playvox-quality-management-review-6978172)

**["evaluation use"](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)**

**Rating:** 5.0/5.0 stars

_— Dayane A._

[Read full review](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)

#### What Are G2 Users Discussing About Playvox Quality Management?

- [What is Playvox used for?](https://www.g2.com/discussions/what-is-playvox-used-for) - 1 comment

### [evaluagent](https://www.g2.com/products/evaluagent/reviews)

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

**Average Rating:** 4.5/5.0

**Total Reviews:** 438

#### How Do G2 Users Rate evaluagent?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10)
- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 8.9/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.5/10 (Category avg: 8.8/10)

#### Who Is the Company Behind evaluagent?

- **Seller:** [EvaluAgent](https://www.g2.com/sellers/evaluagent)
- **Company Website:** www.evaluagent.com
- **Year Founded:** 2012
- **HQ Location:** Middlesbrough, GB
- **Twitter:** @evaluagent  
1,109 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=50adebb358831f2215e0cd66ef624d136bce9a9eaef466777e379e5c9964ae56&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2505438%2F&secure%5Burl_type%5D=linkedin_company_website)  
52 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Do G2 Reviewers Say About evaluagent?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of EvaluAgent, benefiting from clear checklists and user-friendly feedback options.
- Users find evaluagent **user-friendly and helpful** , enjoying its straightforward setup and valuable insights for support conversations.
- Users love the **user-friendly interface** of evaluagent, making it easy to navigate and enhancing learning experiences.
- Users value the **intuitive design** of EvaluAgent, finding it easy to enhance customer service skills through straightforward feedback.
- Users value the **easy navigation** of EvaluAgent, allowing quick access to essential features and insights effortlessly.

##### Cons

- Users note the **missing features** in Evaluagent, particularly for messaging and advanced reporting options.
- Users note **layout issues** with EvaluAgent, citing difficulties in navigation and a need for a more modern design.
- Users find EvaluAgent's interface to be **not intuitive** , making navigation challenging and frustrating, especially for newcomers.
- Users find the **complexity of features** to be overwhelming, making navigation and onboarding more difficult than necessary.
- Users find the **filtering issues** in Evaluagent challenging, complicating the management of reports and data views.

#### What Are Recent G2 Reviews of evaluagent?

**["EvaluAgent Streamlines Quality Reviews and Boosts Efficiency"](https://www.g2.com/survey_responses/evaluagent-review-12049255)**

**Rating:** 5.0/5.0 stars

_— Ashwin B._

[Read full review](https://www.g2.com/survey_responses/evaluagent-review-12049255)

**["User-Friendly Features That Transformed Our Call Center Operations"](https://www.g2.com/survey_responses/evaluagent-review-13017982)**

**Rating:** 4.5/5.0 stars

_— Imelda L._

[Read full review](https://www.g2.com/survey_responses/evaluagent-review-13017982)

#### What Are G2 Users Discussing About evaluagent?

- [What is EvaluAgent used for?](https://www.g2.com/discussions/what-is-evaluagent-used-for) - 2 comments

### [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews)

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

**Average Rating:** 4.5/5.0

**Total Reviews:** 826

#### How Do G2 Users Rate ScorebuddyCX?

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

#### Who Is the Company Behind ScorebuddyCX?

- **Seller:** [ScorebuddyCX](https://www.g2.com/sellers/scorebuddycx)
- **Company Website:** www.scorebuddycx.com
- **Year Founded:** 2001
- **HQ Location:** Dublin
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=dcc58068ad2bf933d8ca79c6c4d4dd2be7a2ebf8e9cc26b5c5872bfb6b0d7abf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2587098%2F&secure%5Burl_type%5D=linkedin_company_website)  
66 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Do G2 Reviewers Say About ScorebuddyCX?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly interface** of ScorebuddyCX, enabling smooth implementation and effortless navigation for all team members.
- Users appreciate the **customizable scorecards and powerful analytics** of ScorebuddyCX, enhancing measurable and developmental quality assurance.
- Users value the **streamlined coaching process** in ScorebuddyCX, enhancing collaboration and visibility for improved performance tracking.
- Users value the **efficiency** of ScorebuddyCX in quality assurance, enhancing clarity and streamlining the evaluation process.
- Users appreciate the **simplicity and ease of use** of ScorebuddyCX, enhancing QA processes and providing valuable insights.

##### Cons

- Users find the **missing filtering options** in ScorebuddyCX limits efficiency and complicates review management.
- Users find ScorebuddyCX's **reporting capabilities limited** , requiring extra steps and support for advanced data analysis.
- Users find **layout issues** with ScorebuddyCX, citing outdated design and difficulty in report filtering as major drawbacks.
- Users experience **slow loading** times and occasional lag, hindering efficiency and complicating workflow during peak usage.
- Users report **scoring issues** with ScorebuddyCX, leading to inaccuracies and unviewable scores for reviewed calls.

#### What Are Recent G2 Reviews of ScorebuddyCX?

**["Easy-to-Use Interface with Game-Changing Calibration Prompts"](https://www.g2.com/survey_responses/scorebuddycx-review-12334211)**

**Rating:** 4.5/5.0 stars

_— Jamie M._

[Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12334211)

**["Simple, Powerful Quality Monitoring with Highly Customizable Scorecards"](https://www.g2.com/survey_responses/scorebuddycx-review-12473682)**

**Rating:** 5.0/5.0 stars

_— Leumas U._

[Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12473682)

#### What Are G2 Users Discussing About ScorebuddyCX?

- [What does Scorebuddy do?](https://www.g2.com/discussions/what-does-scorebuddy-do) - 3 comments, 2 upvotes
- [What is the Scorebuddy internal messaging service?](https://www.g2.com/discussions/what-is-the-scorebuddy-internal-messaging-service)
- [How do you use Scorebuddy?](https://www.g2.com/discussions/how-do-you-use-scorebuddy) - 3 comments
- [What is Scorebuddy?](https://www.g2.com/discussions/what-is-scorebuddy) - 1 comment, 1 upvote

### [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)

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

**Average Rating:** 4.1/5.0

**Total Reviews:** 604

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

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.3/10)
- **Evaluation:** 8.5/10 (Category avg: 9.1/10)
- **Calibration:** 8.4/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.8/10 (Category avg: 8.8/10)

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

- **Seller:** [Five9](https://www.g2.com/sellers/five9)
- **Company Website:** www.Five9.com
- **Year Founded:** 2001
- **HQ Location:** San Ramon, CA
- **Twitter:** @Five9  
14,856 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9ab47fa8489c7a54b5afa3a30c5a95276dbcdfd37f1e12bcd69df7e9622d7f85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F16827%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,127 employees on LinkedIn®

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **user-friendly interface** of Five9, finding it simple to navigate and easy to implement.
- Users praise the **responsive customer support** of Five9, highlighting its priority in addressing concerns promptly.
- Users value the **exceptional customer service** of Five9, highlighting responsiveness and helpfulness in their experience.
- Users appreciate the **responsive and helpful support** from Five9, enhancing their overall experience and integration capabilities.
- Users value the **efficiency** of Five9, benefiting from impressive features that enhance customer interactions and productivity monitoring.

##### Cons

- Users face **call issues** that hinder accurate reporting and performance assessment, complicating the contact center experience.
- Users note **missing features** like a modern UI and efficient search options, impacting usability and functionality.
- Users find the **complexity** of Five9's interface and reporting features to be quite challenging and confusing.
- Users report **technical issues** with Five9, including slow support responses and occasional glitches disrupting service.
- Users report that **poor customer support** leads to frustrating delays and challenges in issue resolution and setup.

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

**["User-Friendly Platform with Excellent Agent Support"](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)**

**Rating:** 5.0/5.0 stars

_— Kimika W._

[Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)

**["Fast, Intuitive Web-Based Platform with Reliable Support"](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)**

**Rating:** 5.0/5.0 stars

_— Aldo O._

[Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)

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

- [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments
- [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment
- [What is the best call center software?](https://www.g2.com/discussions/what-is-the-best-call-center-software)
- [How much is five9 cost?](https://www.g2.com/discussions/how-much-is-five9-cost)
- [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) - 2 comments

### [Convin.ai](https://www.g2.com/products/convin-ai/reviews)

Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin offers AI-backed tools to track, transcribe, and analyze agent-customer interactions across calls, emails, and chats. The platform is segmented into real-time, post-call analysis, conversation insights, and customer experience suite, addressing critical challenges such as manual intervention and reactive quality assurance. 👉 Convin’s Key Products: A. CX Suite 1. AI Phone calls: Convin AI Phone Call optimizes 100% of inbound and outbound calls with virtual agents, enabling businesses to connect with thousands of leads through personalized, AI-driven voice interactions at low latency. B. Real-time Suite 1. Real-time Agent Assist: Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance. 2. Supervisor Assist: Get 100% visibility into all agent-customer conversations in real-time. Observe real-time changes in sentiment trends, track violations, and prevent escalations with Convin’s supervisor assist dashboard. C. Post-Interaction Suite: 1. Automated QA: Eliminate random sampling, human bias, and inaccurate scoring with Auto QA. Monitor every conversation, including calls, chats, and emails, to understand agent performance and assign coaching. 2. Automated Coaching: Take call center coaching one notch higher with targeted peer-to-peer automated coaching. Have a grip over call center training sessions that are auto-assigned by AI based on best-performing agent conversations. Reduce agent onboarding time by 60% and uptick annual call center ROI. 3. AI Learning Management System: Leverage agent training with a robust LMS comprising manual coaching, a knowledge base, assessments, and courses. Create customized assessments for agents, enrich the knowledge base with the required information, and track agent participation in coaching sessions. D. Voice of Customer: 1. Convin Insights: Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations. 2. Conversation Behavior Analysis: Track and analyze winning and losing trends behind agent-customer interactions and leverage call behavior, action, and phrases to drive more business-winning deals. Replicate winning behavior and eliminate losing behavior to drive a successful and forward-moving business. 3. Customer Intelligence: Unleash the hidden insights within customer calls using customer intelligence. Find keywords and phrases that led to won and lost deals. Listen to customer conversations to discover competitors, objectives, product features, competition, and sentiments. E. Add-ons, 1. Quality Management System: Your one-stop solution for call listening, randomizer (for sampling), call auditing, and custom reporting. Leave audio and video comments for intuitive feedback and prompt auto-send of reports and feedback. 2. Mobile App: Experience agent performance review and coaching on the go. Convin's versatile app empowers business managers and agents alike. While managers access agent performance and conversation data, agents can improve conversation quality with swift coaching.

**Average Rating:** 4.7/5.0

**Total Reviews:** 540

#### How Do G2 Users Rate Convin.ai?

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

#### Who Is the Company Behind Convin.ai?

- **Seller:** [Convin](https://www.g2.com/sellers/convin)
- **Year Founded:** 2020
- **HQ Location:** Bengaluru, IN
- **Twitter:** @convin  
12 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d4ee31e1c965d70d734a1c58839749b4a43ec46c949b08c6aef93abf5b2e8391&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fconvin%2F&secure%5Burl_type%5D=linkedin_company_website)  
150 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Quality Analyst, Policy Advisor
- **Top Industries:** Education Management, Health, Wellness and Fitness
- **Company Size:** 62% Large, 32% Medium

#### What Do G2 Reviewers Say About Convin.ai?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **ease of use** of Convin.ai, finding it user-friendly and convenient for auditing calls.
- Users value the **high accuracy** of Convin.ai in capturing communication details and evaluating agent performance.
- Users appreciate the **user-friendly interface** of Convin.ai, enabling easy access to call stats and metrics.
- Users appreciate the **auditing efficiency** of Convin.ai, finding it user-friendly and easy to navigate for call audits.
- Users find Convin.ai's **ease of use for auditing** highly beneficial, complemented by its user-friendly interface.

##### Cons

- Users face **auditing issues** with limited keyboard functionality and uncomprehensive reporting structures affecting efficiency.
- Users find the **inadequate reporting** of Convin.ai limits functionality and complicates the auditing process.
- Users find that **call issues** hinder efficiency, particularly with mouse dependency for call management functions.
- Users feel that Convin.ai needs **improvement in the solution and referral sections** for better efficiency and speed.
- Users find the **inadequate AI capabilities** hinder effective auditing and impact overall data accuracy and functionality.

#### What Are Recent G2 Reviews of Convin.ai?

**["Best AI for Customer Conversations"](https://www.g2.com/survey_responses/convin-ai-review-12704239)**

**Rating:** 4.5/5.0 stars

_— Anand P._

[Read full review](https://www.g2.com/survey_responses/convin-ai-review-12704239)

**["Rapid Innovation and Tailored Automation with Convin"](https://www.g2.com/survey_responses/convin-ai-review-12889807)**

**Rating:** 4.0/5.0 stars

_— Verified User in Financial Services_

[Read full review](https://www.g2.com/survey_responses/convin-ai-review-12889807)

#### What Are G2 Users Discussing About Convin.ai?

- [What is Convin.ai used for?](https://www.g2.com/discussions/what-is-convin-ai-used-for) - 2 comments

### [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews)

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

**Average Rating:** 4.4/5.0

**Total Reviews:** 427

#### How Do G2 Users Rate Calabrio ONE?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.3/10)
- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 9.0/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.6/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Calabrio ONE?

- **Seller:** [Verint](https://www.g2.com/sellers/verint)
- **Company Website:** www.verint.com
- **Year Founded:** 1994
- **HQ Location:** Melville, New York
- **Twitter:** @Verint  
7,739 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website)  
4,343 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Risk Investigator, Workforce Analyst
- **Top Industries:** Consumer Services, Hospital & Health Care
- **Company Size:** 53% Medium, 35% Large

#### What Do G2 Reviewers Say About Calabrio ONE?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Calabrio ONE's **ease of use** a vital advantage, significantly streamlining workflows and enhancing efficiency.
- Users value the **time-saving efficiency** of Calabrio ONE, transforming lengthy tasks into quick, streamlined processes.
- Users highlight the **ease of use** and regular updates of Calabrio ONE, enhancing team efficiency and satisfaction.
- Users value the **flexible scheduling feature** of Calabrio ONE, enhancing employee satisfaction in dynamic environments.
- Users appreciate the **customer support** from Calabrio ONE, especially the attentive service from their Customer Success Manager.

##### Cons

- Users find the **inadequate reporting** and confusing support of Calabrio ONE frustrating, impacting usability and efficiency.
- Users experience **poor reporting** with Calabrio ONE due to complexity, inconsistencies, and lack of tailored support.
- Users express concerns about the **limited features** of Calabrio ONE, impacting usability and overall effectiveness.
- Users express concern over **inaccurate data analysis** , which undermines confidence in the reliability of reporting results.
- Users find the **interface not intuitive** , facing challenges in navigating features and utilizing Insights effectively.

#### What Are Recent G2 Reviews of Calabrio ONE?

**["A Great Investment That Streamlined Our Workflow and CRM Call Management"](https://www.g2.com/survey_responses/calabrio-one-review-13193204)**

**Rating:** 4.5/5.0 stars

_— Chamir M._

[Read full review](https://www.g2.com/survey_responses/calabrio-one-review-13193204)

**["Clear, Intuitive Scheduling with AI-Powered Shift Adjustments"](https://www.g2.com/survey_responses/calabrio-one-review-13203653)**

**Rating:** 4.5/5.0 stars

_— Meint A._

[Read full review](https://www.g2.com/survey_responses/calabrio-one-review-13203653)

#### What Are G2 Users Discussing About Calabrio ONE?

- [What is Calabrio ONE used for?](https://www.g2.com/discussions/what-is-calabrio-one-used-for)
- [What is calabrio WFM?](https://www.g2.com/discussions/what-is-calabrio-wfm) - 1 comment
- [Is calabrio owned by Cisco?](https://www.g2.com/discussions/is-calabrio-owned-by-cisco)
- [What does calabrio one do?](https://www.g2.com/discussions/what-does-calabrio-one-do)
- [How much does calabrio cost?](https://www.g2.com/discussions/how-much-does-calabrio-cost)

### [Talkdesk](https://www.g2.com/it/products/talkdesk/reviews)

Talkdesk® sta guidando una nuova era nell'esperienza del cliente con l'Automazione dell'Esperienza del Cliente (CXA)—una nuova categoria e piattaforma progettata per automatizzare la complessità completa dei moderni percorsi dei clienti. CXA sostituisce i flussi di lavoro frammentati e coordinati dall'uomo con un'orchestrazione autonoma e multi-agente AI che offre un servizio intelligente, scalabile e orientato ai risultati lungo l'intero ciclo di vita del cliente. Scopri di più su: https://www.talkdesk.com/use-cases/ Al centro di CXA c'è il Talkdesk Data Cloud, che trasforma trascrizioni, registrazioni di chiamate, note sui casi e registri dei clienti provenienti da CRM e sistemi di registrazione in conoscenze attuabili in tempo reale. Questo consente agli agenti AI di operare con pieno contesto, collaborando senza soluzione di continuità per risolvere problemi complessi dei clienti con velocità, precisione e adattabilità. Talkdesk CXA supporta sia flussi di lavoro trasversali ai settori che casi d'uso specializzati per settori come sanità, servizi finanziari, vendita al dettaglio, servizi pubblici, viaggi e governo. Con agenti AI preconfigurati, un ciclo virtuoso di automazione (Scoprire, Costruire, Orchestrare, Misurare) e un rapido tempo per ottenere valore, Talkdesk aiuta le imprese a modernizzare l'esperienza del cliente senza la necessità di una sostituzione completa. Fidato da marchi globali e riconosciuto per l'innovazione continua, Talkdesk consente alle organizzazioni di aumentare i ricavi, ridurre i costi e trasformare la fornitura di servizi attraverso un'automazione coordinata e guidata dall'AI. Le aziende che amano i loro clienti usano Talkdesk. Talkdesk è un marchio registrato di Talkdesk, Inc. Tutti i nomi di prodotti e aziende sono marchi™ o marchi registrati® dei rispettivi titolari. Il loro utilizzo non implica alcuna affiliazione o approvazione da parte loro.

**Average Rating:** 4.4/5.0

**Total Reviews:** 2,477

#### How Do G2 Users Rate Talkdesk?

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.9/10 (Category avg: 9.3/10)
- **Valutazione:** 9.1/10 (Category avg: 9.1/10)
- **Calibrazione:** 9.0/10 (Category avg: 8.9/10)
- **Integrazioni di terze parti:** 9.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Talkdesk?

- **Venditore:** [Talkdesk](https://www.g2.com/it/sellers/talkdesk)
- **Sito web dell'azienda:** www.talkdesk.com
- **Anno di Fondazione:** 2011
- **Sede centrale:** Palo Alto, CA
- **Twitter:** @talkdesk  
6,959 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4e0e5af292863ff50ed178e452cdc1e6f02d6fe9d8fce3e273f8df1fa193ff21&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2837787%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,396 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Supervisor, Customer Service Representative
- **Top Industries:** Servizi al consumatore, Software per computer
- **Company Size:** 60% Medium, 20% Large

#### What Do G2 Reviewers Say About Talkdesk?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **facilità d'uso** di Talkdesk, che consente un monitoraggio efficiente delle chiamate e migliora la produttività complessiva.
- Gli utenti apprezzano l' **efficienza** di Talkdesk, che consente una comunicazione fluida tra le piattaforme e operazioni di servizio clienti migliorate.
- Gli utenti apprezzano le **funzionalità complete** di Talkdesk, che consentono flussi di lavoro efficienti e migliorano le interazioni con i clienti.
- Gli utenti apprezzano la **facile integrazione CRM** di Talkdesk, migliorando l'efficienza e la comunicazione per i team di supporto clienti.
- Gli utenti elogiano Talkdesk per il suo **supporto clienti eccezionale** e l'integrazione senza soluzione di continuità che migliora l'efficienza del team.

##### Cons

- Gli utenti spesso affrontano **problemi di chiamata** con Talkdesk, inclusa una scarsa qualità audio e chiamate interrotte durante le conversazioni.
- Gli utenti spesso affrontano **problemi tecnici** con Talkdesk, inclusi chiamate interrotte e malfunzionamenti del sistema che richiedono frequenti riavvii.
- Gli utenti trovano le **funzionalità mancanti** in Talkdesk frustranti, ostacolando l'efficienza e il flusso di lavoro durante le chiamate e la gestione dei ticket.
- Gli utenti riscontrano **problemi di notifica** con Talkdesk, portando a cambiamenti di stato offline inaspettati e frustranti problemi tecnici.
- Gli utenti spesso affrontano **problemi di connessione** con Talkdesk, causando ritardi frustranti e richiedendo frequenti riavvii dell'applicazione.

#### What Are Recent G2 Reviews of Talkdesk?

**["Piattaforma affidabile che aumenta la produttività degli agenti"](https://www.g2.com/it/survey_responses/talkdesk-review-13189678)**

**Rating:** 4.5/5.0 stars

_— Jon G._

[Read full review](https://www.g2.com/it/survey_responses/talkdesk-review-13189678)

**["Supporto Omnicanale, AI Basata sui Dati, Piena di Capacità"](https://www.g2.com/it/survey_responses/talkdesk-review-11334066)**

**Rating:** 4.0/5.0 stars

_— Tyra S._

[Read full review](https://www.g2.com/it/survey_responses/talkdesk-review-11334066)

#### What Are G2 Users Discussing About Talkdesk?

- [Come sta trasformando Talkdesk le operazioni di servizio clienti con le sue soluzioni innovative per call center?](https://www.g2.com/it/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments
- [A cosa serve Talkdesk?](https://www.g2.com/it/discussions/what-is-talkdesk-used-for) - 2 comments

### [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews)

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, CallMiner delivers the most comprehensive platform for capturing and analyzing 100% of omnichannel customer interactions — from voice to text — to transform how organizations understand and act on customer insights. This deep intelligence empowers improvements in agent performance, operational efficiency, and CX enterprise-wide, while also enabling automation and faster, data-driven decisions. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. With these insights, organizations can also better understand what to automate and identify areas of opportunity and improvement in automation workflows. CallMiner’s AI-powered conversation intelligence and CX automation platform empowers organizations to: • Collect structured and unstructured data from 100% of customer interactions • Use AI and ML to uncover intelligence and insights, such as customer sentiment or satisfaction • Leverage intelligence to make informed decisions around agent training and augmentation, automation, business decisions, and more • Embrace automation through virtual agents and customer engagement initiatives • Continually monitor customer interactions (both with humans and AI automation) to make improvements CallMiner’s product suite covers four areas: • Capture: Through recording, screen recording, and redaction capabilities, organizations can capture all of their customer interactions and ingest them into the CallMiner platform • Intelligence: With advanced AI capabilities, including an agentic AI framework, organizations are able to uncover trends and opportunities across omnichannel customer insights at scale • Augmentation: Agent performance and real-time agent guidance capabilities help organizations improve coaching and training initiatives, as well as support agents in real time during interactions • Automation: Voice-first virtual agents help organizations automate inbound and outbound customer service efforts, improving efficiency; the industry's first AI-powered customer engagement tool helps organizations more effectively interact and gain feedback from customers through surveys, forms, and more. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality.

**Average Rating:** 4.5/5.0

**Total Reviews:** 221

#### How Do G2 Users Rate CallMiner Eureka?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10)
- **Evaluation:** 8.9/10 (Category avg: 9.1/10)
- **Calibration:** 8.5/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind CallMiner Eureka?

- **Seller:** [CallMiner](https://www.g2.com/sellers/callminer)
- **Company Website:** callminer.com
- **Year Founded:** 2002
- **HQ Location:** Waltham, MA
- **Twitter:** @CallMiner  
3,247 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=82ec66eee5e03b165a68774a693053d10480f26402a02be3befe95b6250fead1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F42084%2F&secure%5Burl_type%5D=linkedin_company_website)  
337 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Speech Analyst, Business Analyst
- **Top Industries:** Financial Services, Insurance
- **Company Size:** 47% Medium, 40% Large

#### What Do G2 Reviewers Say About CallMiner Eureka?

_AI-generated summary from verified user reviews_

##### Pros

- Users find CallMiner Eureka's **helpful AI capabilities** invaluable for extracting customer insights from conversations efficiently.
- Users value the **transformative AI features** of CallMiner Eureka, enhancing insights from every customer interaction for actionable outcomes.
- Users find **CallMiner Eureka incredibly easy to set up** , praising the excellent support that simplifies their experience.
- Users value the **robust speech analytics** of CallMiner Eureka, enhancing their understanding of customer experiences and improving operations.
- Users praise CallMiner Eureka for its **innovative AI integration** , enhancing trend identification and operational efficiency.

##### Cons

- Users experience **accuracy issues** with CallMiner Eureka, particularly with complex accents affecting transcription and insights.
- Users note a **steep learning curve** with CallMiner Eureka, requiring significant time and resources for effective usage.
- Users find CallMiner Eureka has a **steep learning curve** , requiring significant time and resources for effective use.
- Users experience a **difficult learning** process, noting the steep learning curve and challenging setup requirements.
- Users find the **difficult reporting** process in CallMiner Eureka burdensome, especially when managing large datasets and updates.

#### What Are Recent G2 Reviews of CallMiner Eureka?

**["Endless Possibilities for Data Insights and Discovery"](https://www.g2.com/survey_responses/callminer-eureka-review-12932485)**

**Rating:** 5.0/5.0 stars

_— Verified User in Hospital & Health Care_

[Read full review](https://www.g2.com/survey_responses/callminer-eureka-review-12932485)

**["A Platform That Drives Actionable Insight"](https://www.g2.com/survey_responses/callminer-eureka-review-12719492)**

**Rating:** 5.0/5.0 stars

_— Phil M._

[Read full review](https://www.g2.com/survey_responses/callminer-eureka-review-12719492)

#### What Are G2 Users Discussing About CallMiner Eureka?

- [What is CallMiner Eureka used for?](https://www.g2.com/discussions/what-is-callminer-eureka-used-for)

### [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews)

SQM is Disrupting Contact Center QA. Traditional QA tells you whether agents followed the script. SQM tells you whether the customer is satisfied, at risk, or needs recovery. SQM is a QA-CSAT automation software leader that helps contact centers improve CX with accurate predictive CSAT insights, benchmarkable CX metrics, GenAI-powered agent CX self-coaching, and CSAT excellence awards & badges that motivate agents to perform at their best. SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked against 500+ leading contact centers and SQM awards, and provide CX badges for organizations that achieve outstanding CSAT results. my.SQM™ QA-CSAT automation tool is an AI-powered call center quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver great customer satisfaction on every call. According to G2 reviews, mySQM™ Auto QA Ranks #1 in North America for User CSAT. In enterprise environments, SQM often starts by augmenting the existing QA ecosystem with a predictive CSAT and benchmarking layer that works alongside the client’s existing CCaaS, QA, or WEM platform. This allows contact centers to add SQM’s predictive CSAT, benchmarking, and CX-focused Auto QA capabilities without disrupting their current technology stack. As adoption expands, SQM can replace the contact center’s primary QA platform for measuring, managing, and improving both CX and compliance performance. Auto QA/CX Scoring delivers quality assurance benchmarkable KPIs, including agent behavior metrics such as 25 CX and 20 call compliance metrics, and predictive customer satisfaction scores. All CX, CSAT, and compliance metrics are benchmarkable. We offer standardized QA metrics and KPIs so you can benchmark your performance against your industry, leading organization call centers, or within your company. In addition, to enhance your QA insights, you can customize your QA metrics and KPIs to meet your business needs.

**Average Rating:** 4.5/5.0

**Total Reviews:** 354

#### How Do G2 Users Rate my.SQM Auto QA?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.3/10)
- **Evaluation:** 9.0/10 (Category avg: 9.1/10)
- **Calibration:** 8.7/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.5/10 (Category avg: 8.8/10)

#### Who Is the Company Behind my.SQM Auto QA?

- **Seller:** [SQM Group](https://www.g2.com/sellers/sqm-group)
- **Company Website:** www.sqmgroup.com
- **Year Founded:** 1996
- **HQ Location:** Coeur d'Alene, US
- **Twitter:** @SQMGroup\_  
1,847 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=56615c4ef30c7cd343359cacfeb68c4dda6b744550aacd96a5b27c74a538f5a6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsqm-group-inc-%2F&secure%5Burl_type%5D=linkedin_company_website)  
81 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Supervisor
- **Top Industries:** Insurance, Consumer Services
- **Company Size:** 37% Medium, 25% Large

#### What Do G2 Reviewers Say About my.SQM Auto QA?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** of my.SQM Auto QA exceptional, enhancing their overall satisfaction with the platform.
- Users appreciate the **feedback system** of my.SQM Auto QA, enhancing learning and improving call quality effectively.
- Users appreciate the **easy navigation** of my.SQM Auto QA, finding it simple to explore and utilize.
- Users love the **easy access** to information, making it quick and efficient to track performance and improvements.
- Users find the **coaching support** invaluable for continuous improvement and enhancing customer service performance.

##### Cons

- Users express frustration with **call issues** , wishing for better recording access and broader service coverage beyond landlines.
- Users find the **complexity in filtering information** challenging, with many confusing metrics and hard-to-understand sections.
- Users find the **inaccurate data analysis** to be confusing, complicating their understanding of metrics and statistics.
- Users face issues with **scoring fairness** , as subjective surveys and bad reviews heavily impact their scores.
- Users find the **navigation overwhelming** due to excessive information and multiple tabs required for accessing reports.

#### What Are Recent G2 Reviews of my.SQM Auto QA?

**["Exceptional Real-Time Guidance with an Easy, Customizable Experience"](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12443758)**

**Rating:** 5.0/5.0 stars

_— Marcel M._

[Read full review](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12443758)

**["Intuitive, Seamless Integration, and Feature-Rich Quality Control"](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750)**

**Rating:** 5.0/5.0 stars

_— Mayhew T._

[Read full review](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750)

#### What Are G2 Users Discussing About my.SQM Auto QA?

- [What needs improvement with mySQM QA Software to better support your quality assurance processes?](https://www.g2.com/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes)

### [Hiya Connect Branded Call](https://www.g2.com/products/hiya-connect-branded-call/reviews)

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

**Average Rating:** 4.7/5.0

**Total Reviews:** 136

#### How Do G2 Users Rate Hiya Connect Branded Call?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10)
- **Evaluation:** 9.0/10 (Category avg: 9.1/10)
- **Calibration:** 8.8/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.7/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Hiya Connect Branded Call?

- **Seller:** [Hiya](https://www.g2.com/sellers/hiya)
- **Company Website:** www.hiya.com
- **Year Founded:** 2016
- **HQ Location:** Seattle, US
- **Twitter:** @hiya  
6,463 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8a6efeb807ec8c83a6af1ff93ad669524ae04e13a5703fda6a24f5ebd46548e6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhiyainc&secure%5Burl_type%5D=linkedin_company_website)  
240 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services, Insurance
- **Company Size:** 47% Medium, 38% Small

#### What Do G2 Reviewers Say About Hiya Connect Branded Call?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Hiya Connect Branded Call's **ease of use** beneficial, greatly enhancing their workflow and call management.
- Users appreciate the **ease of use and security** provided by Hiya Connect Branded Call, enhancing their business communication.
- Users appreciate the **easy setup** of Hiya Connect Branded Call, making configuration and management hassle-free.
- Users appreciate the **responsive customer support** of Hiya Connect Branded Call, enhancing their overall experience and effectiveness.
- Users value the **reliability** of Hiya Connect, enhancing security and significantly improving call pickup and return rates.

##### Cons

- Users report **call issues** due to limited device and carrier support, hampering overall effectiveness and coverage.
- Users find Hiya Connect to be **expensive** compared to alternatives, limiting its appeal for small businesses.
- Users report **number issues** with Hiya Connect, impacting brand trust and complicating number management in EMEA.
- Users express frustration with **poor reporting** that lacks timely updates and cumulative reporting capabilities, detracting from overall experience.
- Users note the **limited feature set** of Hiya Connect Branded Call, restricting device compatibility and functionality.

#### What Are Recent G2 Reviews of Hiya Connect Branded Call?

**["Effortless Branding with Boosted Call Recognition"](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)**

**Rating:** 4.5/5.0 stars

_— Aaron W._

[Read full review](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)

**["Essential for Outgoing Calls"](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12771144)**

**Rating:** 4.5/5.0 stars

_— Alexandre B._

[Read full review](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12771144)

#### What Are G2 Users Discussing About Hiya Connect Branded Call?

- [What is Hiya Connect used for?](https://www.g2.com/discussions/what-is-hiya-connect-used-for) - 3 comments

### [NICE CXone](https://www.g2.com/products/nice-cxone/reviews)

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com

**Average Rating:** 4.3/5.0

**Total Reviews:** 1,604

#### How Do G2 Users Rate NICE CXone?

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.3/10)
- **Evaluation:** 9.0/10 (Category avg: 9.1/10)
- **Calibration:** 9.0/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.9/10 (Category avg: 8.8/10)

#### Who Is the Company Behind NICE CXone?

- **Seller:** [NiCE](https://www.g2.com/sellers/nice)
- **Year Founded:** 1986
- **HQ Location:** Hoboken, New Jersey
- **Twitter:** @NICELtd  
14,655 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2274b335fb30dda2a89158886de2212f83aa06bf7f7aca5a0cfd1652b7fb8114&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnice-systems%2F&secure%5Burl_type%5D=linkedin_company_website)  
14,099 employees on LinkedIn®
- **Ownership:** NASDAQ: NICE

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative, Customer Service Agent
- **Top Industries:** Consumer Services, Information Technology and Services
- **Company Size:** 52% Medium, 34% Large

#### What Do G2 Reviewers Say About NICE CXone?

_AI-generated summary from verified user reviews_

##### Pros

- Users find NICE CXone to be an **easy-to-use platform** that simplifies various organizational needs effectively.
- Users value the **excellent call quality and intuitive design** of NICE CXone, enhancing professional communication and ease of use.
- Users value the **efficiency** of NICE CXone, appreciating its quick updates and user-friendly automation features.
- Users find NICE CXone to be exceptionally **helpful** for efficiently addressing customer issues with valuable automated responses.
- Users praise the **intuitive interface** of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience.

##### Cons

- Users often face **call issues** , including dropped calls and improper display, impacting overall reliability and experience.
- Users face various **technical issues** with NICE CXone, including lag, outages, and unclear documentation, impacting usability.
- Users struggle with the **steep learning curve** of NICE CXone, highlighting the need for improved training resources.
- Users find the **missing features** in NICE CXone frustrating, particularly regarding reporting and dashboard customization limitations.
- Users express frustration with **poor customer support** , finding it difficult to get timely assistance when needed.

#### What Are Recent G2 Reviews of NICE CXone?

**["Reliable and Efficient Customer Experience Platform"](https://www.g2.com/survey_responses/nice-cxone-review-11739091)**

**Rating:** 4.5/5.0 stars

_— Alex L._

[Read full review](https://www.g2.com/survey_responses/nice-cxone-review-11739091)

**["Cxone Simplifies Calling and Scheduling in One Place"](https://www.g2.com/survey_responses/nice-cxone-review-12717141)**

**Rating:** 4.5/5.0 stars

_— Nilesh S._

[Read full review](https://www.g2.com/survey_responses/nice-cxone-review-12717141)

#### What Are G2 Users Discussing About NICE CXone?

- [How does NICE CXone enhance customer service, and what features should a new user focus on for maximum impact?](https://www.g2.com/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact)
- [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) - 1 comment
- [What does NICE inContact do?](https://www.g2.com/discussions/what-does-nice-incontact-do)
- [When did nice acquire inContact?](https://www.g2.com/discussions/when-did-nice-acquire-incontact)
- [What is inContact?](https://www.g2.com/discussions/what-is-incontact)

### [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews)

Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands.

**Average Rating:** 4.3/5.0

**Total Reviews:** 725

#### How Do G2 Users Rate Qualtrics Customer Experience?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10)
- **Evaluation:** 9.1/10 (Category avg: 9.1/10)
- **Calibration:** 8.8/10 (Category avg: 8.9/10)
- **Third-Party Integrations:** 8.7/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Qualtrics Customer Experience?

- **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics)
- **Company Website:** www.qualtrics.com
- **Year Founded:** 2002
- **HQ Location:** Provo, UT
- **Twitter:** @Qualtrics  
42,137 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7d1ec005b3e09b6d51d9a439f06be24a872c533df3b3b8c47b5851a8358ecb22&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F314350%2F&secure%5Burl_type%5D=linkedin_company_website)  
6,231 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Business Data Analyst, Community Manager
- **Top Industries:** Information Technology and Services, Higher Education
- **Company Size:** 52% Large, 36% Medium

#### What Do G2 Reviewers Say About Qualtrics Customer Experience?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Qualtrics Customer Experience, making data collection and analysis accessible for everyone.
- Users value the **powerful analytics** of Qualtrics Customer Experience, enabling insightful understanding and enhancement of customer journeys.
- Users find Qualtrics to be **extremely helpful** in improving customer satisfaction and streamlining service procedures.
- Users value the **deep insights generation** from Qualtrics, enhancing customer satisfaction and retention through effective data analysis.
- Users value the **strong analytics and reporting capabilities** of Qualtrics for deep insights into customer feedback.

##### Cons

- Users find the **complexity** of Qualtrics challenging, especially new users needing only basic survey functionalities.
- Users find that Qualtrics has a great interface but requires **improvement on custom setup** and Text iQ functionality.
- Users find **limited customization** challenging, especially when trying to simplify the platform for basic survey needs.
- New users may find the **complexity of the interface** overwhelming, making initial setup and navigation challenging.
- Users find the pricing of Qualtrics to be **high** , making it challenging for smaller teams with limited budgets.

#### What Are Recent G2 Reviews of Qualtrics Customer Experience?

**["Versatile Insights, Needs Better Reports"](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)**

**Rating:** 4.5/5.0 stars

_— Sandra H._

[Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)

**["Flexible Feedback Tool with Customization Challenges"](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)**

**Rating:** 4.0/5.0 stars

_— David K._

[Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)

#### What Are G2 Users Discussing About Qualtrics Customer Experience?

- [What is Qualtrics Customer Experience used for?](https://www.g2.com/discussions/what-is-qualtrics-customer-experience-used-for)
- [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment
- [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment
- [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote
- [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) - 1 comment

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Spotlight Categories

[Media Monitoring Software](https://www.g2.com/categories/media-monitoring)

[Anti Money Laundering Software](https://www.g2.com/categories/anti-money-laundering)

[Time Tracking Software](https://www.g2.com/categories/time-tracking-software)

[Zero Trust Networking Software](https://www.g2.com/categories/zero-trust-networking)

[Board Management Software](https://www.g2.com/categories/board-management)

Similar Categories

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- [Contact Center Workforce](/categories/contact-center-workforce)
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[Browse Contact Center Quality Assurance Themes](/categories/contact-center-quality-assurance/themes)