--- title: my.SQM Auto QA Reviews meta_title: 'my.SQM Auto QA Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 359 reviews by the users' company size, role or industry to find out how my.SQM Auto QA works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 359 scale: '5' date_modified: '2026-08-14' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # my.SQM Auto QA Reviews **Vendor:** SQM Group **Category:** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Average Rating:** 4.5/5.0 **Total Reviews:** 359 ## About my.SQM Auto QA 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. ## my.SQM Auto QA Pros & Cons **What users like:** - Users find the **ease of use** of my.SQM Auto QA exceptional, enhancing their overall satisfaction with the platform. (26 reviews) - Users appreciate the **feedback system** of my.SQM Auto QA, enhancing learning and improving call quality effectively. (15 reviews) - Users appreciate the **easy navigation** of my.SQM Auto QA, finding it simple to explore and utilize. (10 reviews) - Users love the **easy access** to information, making it quick and efficient to track performance and improvements. (7 reviews) - Users find the **coaching support** invaluable for continuous improvement and enhancing customer service performance. (6 reviews) - Experience Improvement (5 reviews) - Users value the **intuitive scoring system** , which motivates progress tracking and enhances navigation experience. (5 reviews) - Efficiency (4 reviews) - Users value the **friendly and effective customer support** of my.SQM Auto QA, enhancing their experience and service quality. (3 reviews) - Call Quality (2 reviews) **What users dislike:** - Users express frustration with **call issues** , wishing for better recording access and broader service coverage beyond landlines. (16 reviews) - Users find the **complexity in filtering information** challenging, with many confusing metrics and hard-to-understand sections. (6 reviews) - Users find the **inaccurate data analysis** to be confusing, complicating their understanding of metrics and statistics. (6 reviews) - Users face issues with **scoring fairness** , as subjective surveys and bad reviews heavily impact their scores. (5 reviews) - Users find the **navigation overwhelming** due to excessive information and multiple tabs required for accessing reports. (3 reviews) - Users often face **layout issues** that hinder navigation and make it difficult to access essential survey information. (3 reviews) - Poor Reporting (3 reviews) - Users are frustrated by **poor response mechanisms** for disputing calls and reviews, adding unnecessary stress to their experience. (3 reviews) - Users find the **dashboard confusing** and wish for better navigation and detailed scoring breakdowns. (2 reviews) - Missing Features (2 reviews) ## my.SQM Auto QA Reviews ### 1. SQM negative impacts **Rating:** 1.5/5.0 stars **Reviewed by:** Jenny W. | customer representative ll, Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about my.SQM Auto QA?** Not much. It works if there would be a way to remove incorrect reviews towards representative that should not be effected. **What do you dislike about my.SQM Auto QA?** There should be more options to determine where the issue lies if member leaves negative review, whether it is for dissatisfaction with plan/claims/benefits, or the representative, the majority of negative reviews are due to member being unhappy with plan and not representative. Once a negative review is left and should not effect the specific representative, there is no way for negatively impacting incorrect reviews to be removed. Very unjust. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Can at times improve representatives skills but mostly impacts negatively sue to member dissatisfaction with plan. **Official Response from SQM Group:** > We are happy to hear that you have no complaints specifically about our mySQM™ - Customer Service QA Software. We completely understand your frustration with receiving negative reviews because of factors outside of your control. However, that has to do with the survey ratings and not our mySQM QA software. We would appreciate it if you could update your review so that it reflects your opinion of the software rather than the survey ratings. Please feel free to reach out to inform@sqmgroup.com with any further comments, concerns, or suggestions you wish to share. Sincerely, SQM Group ### 2. Disappointing **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2025 **What do you like best about my.SQM Auto QA?** I enjoy the transcription of the caller's feedback. I like to see the ratings they provide as well. **What do you dislike about my.SQM Auto QA?** I do not enjoy how the reviews cannot be appealed when they are unrelated to my performance. Having a member provide a 10 based on my performance, yet provide a poor rating on the company can cause an action alert towards me, which I do not believe should be applicable. **What problems is my.SQM Auto QA solving and how is that benefiting you?** I am not aware of mySQM Auto QA attempting to solve any problems that arise. **Official Response from Amber Seale:** > We completely understand how frustrating it can be to receive negative survey ratings for factors outside of your control — you're not alone in feeling that way. However, we wanted to reach out because it seems like your review may reflect frustration with the survey results rather than your experience with our mySQM QA software. We truly appreciate your feedback and would be grateful if you'd consider updating your review to focus on the software itself, as that helps others get a clearer picture of how the platform performs. If there's anything we can do to improve your experience with the software, please don't hesitate to reach out to inform@sqmgroup.com — we're always happy to listen. Sincerely, SQM’s Team ## my.SQM Auto QA Discussions - [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) - [View my.SQM Auto QA pricing details and edition comparison](https://www.g2.com/products/my-sqm-auto-qa/reviews?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+08%3A22%3A42+-0500&secure%5Bsession_id%5D=cf25b43d-1e9b-477e-8851-b6603ef42748&secure%5Btoken%5D=295bcde773a7caa7d4ac072a7a1526f6a64901fb25b9fcb2b7c2ef502f0f4b93&format=llm_user) ## my.SQM Auto QA Integrations - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) ## my.SQM Auto QA Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Quality Assurance** - Evaluation - Calibration - Reports **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Performance** - Third-Party Integrations - Compliance **Generative AI** - Call Routing - Generative AI **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation ## Top my.SQM Auto QA Alternatives - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (581 reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - 4.8/5.0 (1,053 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,488 reviews)