1. [Home](https://www.g2.com/) 2. ... 3. [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) 4. [my.SQM Auto QA Discussions](https://www.g2.com/products/my-sqm-auto-qa/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c1552446554a926f652360b7436eb588/my-sqm-auto-qa.png "Product Avatar Image") ![Reward for good my.SQM Auto QA reviews](https://images.g2crowd.com/uploads/medal/image/1000576/212f778dec3426ba8515dfc66e1a29c1.svg "Reward for good my.SQM Auto QA reviews") ](/products/my-sqm-auto-qa/reviews) [ my.SQM Auto QA ](/products/my-sqm-auto-qa/reviews) (356)4.5/5 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. Show More * * * ### 66.0 Nps Score Already have my.SQM Auto QA? ### All my.SQM Auto QA Discussions Search Most CommentedMost HelpfulPinned by G2Newest All DiscussionsDiscussions with CommentsPinned by G2Discussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Pinned by G2 Newest Filter by All Discussions Discussions with Comments Pinned by G2 Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • almost 2 years ago More Options - [ # What needs improvement with mySQM QA Software to better support your quality assurance processes? ](/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes) What needs improvement with mySQM QA Software to better support your quality assurance processes? 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