--- 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. Navigation **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about my.SQM Auto QA?** Now, it's easy to understand the new page. **What do you dislike about my.SQM Auto QA?** Not enough information about the customer **What problems is my.SQM Auto QA solving and how is that benefiting you?** Customer interest. We can see our customer responses and make sure to have good service **Official Response from SQM Group:** > We are glad to hear that you find our mySQM™ - Customer Service QA Software easy to use and navigate. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM Group ### 2. It helped improve work quality and maintain high standards services **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about my.SQM Auto QA?** It is easy to use and.It shows detailed metrics. **What do you dislike about my.SQM Auto QA?** So far I did not see something I dislike ! **What problems is my.SQM Auto QA solving and how is that benefiting you?** I can know what are our customers experience after our interaction **Official Response from SQM Group:** > Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thanks again for your kind words and for being a fantastic customer. Sincerely, SQM’s Team ### 3. mySQM Portal **Rating:** 5.0/5.0 stars **Reviewed by:** Katie J. | Workforce Analyst - Senior, Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2022 **What do you like best about my.SQM Auto QA?** I've really enjoyed the new look and fool of the new portal. I love the home screen dashboards to be able to see the KPI's as soon as you login. It all seems very fresh and new. I've really liked being able to build my dashboards to the information that I want to see and that everything is customizable. I feel like I am more aware of our data in a much quicker fashion verses the Classic portal. **What do you dislike about my.SQM Auto QA?** At first its a bit challenging to figure out how to build all of the reports and tables switching from the Classic version. The entire look and feel is much different, but after repetition and the great training SQM provides, its been great! **What problems is my.SQM Auto QA solving and how is that benefiting you?** Its been great to have all of the main parts of the survey easy to find - such as action alerts, world class, the survey feedback and member details. I love being able to go to the fix first issues and be able to go directly to the surveys that impacted that specific area. That has been a game changer for us. I love that everything can be customized to how you like to make you more efficient when looking for the data. There's tons of surveys to review and a lot of feedback to sift through. The new portal has made it much easier to get the feedback you are looking for as quickly as possible. **Official Response from SQM Group:** > Dear Katie, Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we have the opportunity to serve you. Thanks again for your kind words and for being a fantastic customer. Sincerely, SQM’s Team ### 4. Good software overall **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about my.SQM Auto QA?** It tracks your surveys. Things seem to work efficiently **What do you dislike about my.SQM Auto QA?** Nothing. Everything seems to work as it should. **What problems is my.SQM Auto QA solving and how is that benefiting you?** They track our surveys from callers **Official Response from SQM Group:** > Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Sincerely, SQM’s Team ### 5. SQM Experience **Rating:** 4.0/5.0 stars **Reviewed by:** JOnathan L. | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about my.SQM Auto QA?** User friendly, very easy to learn, easy to generate reports **What do you dislike about my.SQM Auto QA?** No option to edit the coaching feedback, you need to reach out to SQM to have this done **What problems is my.SQM Auto QA solving and how is that benefiting you?** Great for our staff to access their QA scores **Official Response from SQM Group:** > Dear Jonathan, We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 6. It has been helpful in reviewing CSRs survey's plus targeting oppurtunities. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about my.SQM Auto QA?** See each team's accomplishments in one view. **What do you dislike about my.SQM Auto QA?** I do not like that I cannot run a report on N/A suverys. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Targeting opportunities. **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 7. An Informative and rewarding experience! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about my.SQM Auto QA?** being able to see my surveys and bonuses. **What do you dislike about my.SQM Auto QA?** it can be a little confuseing to navigate **What problems is my.SQM Auto QA solving and how is that benefiting you?** It is helping us to see how we are doing on calls and where we need improvement. **Official Response from SQM Group:** > Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 8. Keep you on track of you calls **Rating:** 5.0/5.0 stars **Reviewed by:** stephanie A. | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2023 **What do you like best about my.SQM Auto QA?** I like it becauxse keep u on track of the call and yo quality calls **What do you dislike about my.SQM Auto QA?** nothing at the moment everything look perfect **What problems is my.SQM Auto QA solving and how is that benefiting you?** no problems at the moment **Official Response from SQM Group:** > Dear Stephanie, Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thanks again for your kind words and for being a fantastic customer. Sincerely, SQM’s Team ### 9. mySQM **Rating:** 4.5/5.0 stars **Reviewed by:** Imtiyaz A. | Manager, Business Management, Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2023 **What do you like best about my.SQM Auto QA?** Love that we can review clients feedback and use this towards the development/coaching of the team. Being able to build/customize my own reports was awesome. This is very helpful in providing that best in class client experience! **What do you dislike about my.SQM Auto QA?** Lots of data but this can make it a bit difficult to get what you are looking for. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It helps with getting direct feedback from our clients and the level of service we provide. **Official Response from SQM Group:** > Dear Imtiyaz, We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects that could improve. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 10. User Friendly Software **Rating:** 5.0/5.0 stars **Reviewed by:** TERRILYNN H. | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2023 **What do you like best about my.SQM Auto QA?** The user firendly software and the ability to login using multiple browsers **What do you dislike about my.SQM Auto QA?** I would like the login process a bit more easy but I understand why **What problems is my.SQM Auto QA solving and how is that benefiting you?** None currently **Official Response from SQM Group:** > Dear Terrilynn, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention. Sincerely, SQM’s Team ### 11. Interesting **Rating:** 3.5/5.0 stars **Reviewed by:** Abigail C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about my.SQM Auto QA?** I get to see my scores amd keep track of results **What do you dislike about my.SQM Auto QA?** I wish it had red and green color on the score **What problems is my.SQM Auto QA solving and how is that benefiting you?** none **Official Response from SQM Group:** > Dear Abigail, We appreciate you taking the time to share your experience with us! Thank you for your feedback on the colors. We will share your opinion with our team. Sincerely, SQM’s Team ### 12. Making reps aware of our customer’s satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about my.SQM Auto QA?** I like that we can easily pull reports to show how well our reps are doing based on the customer's point of view. Our number one goal is making sure our customers receive the best customer service possible. **What do you dislike about my.SQM Auto QA?** The SQM portal we currently use is very black and white. I look forward to being able to use the new software with the different widgets that we can customize. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It is helping reps be more aware of where they fall in terms of being World Class. **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 13. Thorough and efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about my.SQM Auto QA?** The ability to see trends analyzed for each CSR to be able to have more targetted coaching. **What do you dislike about my.SQM Auto QA?** I'm still getting used to the product and it's a huge positive difference with the new software. **What problems is my.SQM Auto QA solving and how is that benefiting you?** The ability to see the inefficiencies in our processes on a department level. **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 14. My experience has been straight foward and easy to navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2023 **What do you like best about my.SQM Auto QA?** The Data tab is helpful and clear, but the Feedback tab is most helpful. The feedback from the consumer allows me to experience what the customer experienced **What do you dislike about my.SQM Auto QA?** The graft on the report page is hard to to understand **What problems is my.SQM Auto QA solving and how is that benefiting you?** I am able to see my WCC current and for the year **Official Response from SQM Group:** > Thank you for your review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Thank you for bringing this matter to our attention. Our team will investigate your feedback further. Sincerely, SQM’s Team ### 15. Easy and Amazing tool to track performance **Rating:** 5.0/5.0 stars **Reviewed by:** Afseen M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about my.SQM Auto QA?** Ability to see member feedback. Ease of use **What do you dislike about my.SQM Auto QA?** Number of Features, Frequency of use.... **What problems is my.SQM Auto QA solving and how is that benefiting you?** N/A **Official Response from SQM Group:** > Dear Afseen, We sincerely appreciate you taking the time to share your experience with us! Sincerely, SQM’s Team ### 16. SQM Software Gives Results **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2023 **What do you like best about my.SQM Auto QA?** The SQM Portal allows customer service leadership to see real time what our members are saying about us or if we resolved their issue. We can take that feedback and apply continuously and consistently. From reporting, we can see real-time results and adjust direction of our coaching or other activities to meet members needs. **What do you dislike about my.SQM Auto QA?** There are no dislikes but I am sure the newer version of this software will bring about enhancements we did not realize we needed. **What problems is my.SQM Auto QA solving and how is that benefiting you?** We want to know what our members think of us and this process allows for that. **Official Response from SQM Group:** > Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 17. mySQM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about my.SQM Auto QA?** I like that the information needed is on the mySQM screen as soon as you login. It provides a status of where you are statistically at any point in time. **What do you dislike about my.SQM Auto QA?** Getting around the reports takes getting used to. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Assisting with knowledge of where the Call Center stands and what improvements need to be made. **Official Response from SQM Group:** > Thank you for your review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Sincerely, SQM’s Team ### 18. SQM review **Rating:** 4.0/5.0 stars **Reviewed by:** Jared R. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2023 **What do you like best about my.SQM Auto QA?** The ability to Look for trends and insights from customer responses **What do you dislike about my.SQM Auto QA?** Not really a lot of downsides. It would be nice if there was an ability to sign in using our single sign on functionality. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It provides customer insight and feedback to create a better customer experience **Official Response from SQM Group:** > Dear Jared, Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We appreciate the suggestion and will definitely make a note of it. Sincerely, SQM’s Team ### 19. Utilization of the tool is fairly simple. **Rating:** 3.5/5.0 stars **Reviewed by:** Angela W. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about my.SQM Auto QA?** The KPI tracker and Survey Inquiry functionality allow for easy analysis of performance across our service area. **What do you dislike about my.SQM Auto QA?** I would like more customization options for my personal view. **What problems is my.SQM Auto QA solving and how is that benefiting you?** The software allows my team to pinpoint CSR behaviors that drive high effort experiences for our members. **Official Response from SQM Group:** > Dear Angela. We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 20. Great data and support for analyzing FCR and CX **Rating:** 4.0/5.0 stars **Reviewed by:** Donita H. | Team Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** The data we receive and the reports we can generate for FCR and CX analysis. The support from our SQM consultant to interpret the data is also very helpful. **What do you dislike about my.SQM Auto QA?** So much data, sometimes it can be overwhelming and difficult to digest. **What problems is my.SQM Auto QA solving and how is that benefiting you?** FCR and CX scores to measure FEP PIP performance. **Official Response from SQM Group:** > Dear Donita, We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects we could work on. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 21. Great partnership in the endeavor to hear your voice of the customer! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2022 **What do you like best about my.SQM Auto QA?** The process of surveying is easy and runs like clock work. The ability to see next day results is key for seeing what your customers are saying. **What do you dislike about my.SQM Auto QA?** Getting to the granular level of what the customers say concerning their interaction. The survey process gets you in the ballpark, but if there was a way to mine more data from the customer or make it easier to relate to the interaction internally, it would help save on additional research. **What problems is my.SQM Auto QA solving and how is that benefiting you?** They are helping us get more detail on the areas of focus. Their experience helps bring more input when considering any next steps. **Official Response from SQM Group:** > Dear Customer, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention. Sincerely, SQM’s Team ### 22. Operations Support Specialist II **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica F. | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about my.SQM Auto QA?** I like how easy it is to use and that it has all the information needed. **What do you dislike about my.SQM Auto QA?** I wish the reports were easier to gather. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It helps us get direct feedback from our customers in a timely manner. **Official Response from SQM Group:** > Dear Jessica, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 23. Good experience so far **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** December 31, 2022 **What do you like best about my.SQM Auto QA?** The interface is easy to use and provides us with the data we need to quality analysis. The quarterly meetings give us an overview on how we did the past quarter. **What do you dislike about my.SQM Auto QA?** I would have liked to get more surveys though I know it is a challenge due to the volume of calls we are getting. I would also like to see trend charts or graphs; these would make our analysis easier and faster. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It collates the information we are getting from surveys and it makes it easy for us to create dashboards and analysis based on the raw data. **Official Response from SQM Group:** > Dear Customer, We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike, we will share your opinion with our team. Sincerely, SQM’s Team ### 24. mySQM **Rating:** 4.5/5.0 stars **Reviewed by:** Khalil P. | Operations Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2022 **What do you like best about my.SQM Auto QA?** The ability to run ADHOC reports independently vs. submitting an ADHOC request directly to SQM. **What do you dislike about my.SQM Auto QA?** Some reporting factors are not broken down in layman's terms for users and can cause additional leg work. **What problems is my.SQM Auto QA solving and how is that benefiting you?** mySQM is helping identify the level of service customers expect to receive, as well as, assist our company with taking a more strategic approach with call center training and additional customer service techniques. **Official Response from SQM Group:** > Dear Khalil, We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it. Sincerely, SQM’s Team ### 25. Resolutionary! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about my.SQM Auto QA?** The ability for advocates to become involved in driving their success. **What do you dislike about my.SQM Auto QA?** Nothing that i saw but would like more information about reporting capabilities. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Not having enough staff to coach and this will give advocates the opportunity to self coach and learn better ways to improve before coach or supervisor gets to them. **Official Response from SQM Group:** > Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the features you would like to see. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 26. Absolutely Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Raci S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about my.SQM Auto QA?** Its helpful in so my ways and its puts you on the right track for success for customer experiencw **What do you dislike about my.SQM Auto QA?** No downside really it gives customers the option of feedback **What problems is my.SQM Auto QA solving and how is that benefiting you?** Full interactions and call quality **Official Response from SQM Group:** > Dear Raci, Thank you so much for your positive feedback! We’re so happy to hear you enjoy our mySQM™ - Customer Service QA Software. Sincerely, SQM’s Team ### 27. SQM Group's insights were very impressive, even to an industry veteran of 20+ years **Rating:** 5.0/5.0 stars **Reviewed by:** Jason G. | Customer Experience Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2022 **What do you like best about my.SQM Auto QA?** The mySQM portal gave me direct access to actionable insights and controls over how the data was available. Raw data, summaries (pivots), built-in views and additional analysis results. It was very easy to use. **What do you dislike about my.SQM Auto QA?** Nothing in particular. The functions have been reworked and optimized wherever possible. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Initially, my Org only needed a third party to validate our internal CX results. My Org used a substantial amount of the analysis to understand new areas better, like incentive plans and cost savings. There was a lot of value from the experts at SQM group. **Official Response from SQM Group:** > Dear Jason, Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we have the opportunity to serve you. Sincerely, SQM’s Team ### 28. Great tool helps guide you to success **Rating:** 5.0/5.0 stars **Reviewed by:** Lindsey G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** The possibilities are endless and everything at your fingertips **What do you dislike about my.SQM Auto QA?** Nothing I can think of off the hop some navigation can be tricky but lots of support **What problems is my.SQM Auto QA solving and how is that benefiting you?** Understanding what is occurring, trends and future possibilities **Official Response from SQM Group:** > Dear Lindsey, Thank you for your review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts and feedback with the rest of our community and us. Sincerely, SQM’s Team ### 29. Easy to use, intuitive, and endlessly customizable. **Rating:** 5.0/5.0 stars **Reviewed by:** Casey C. | Operations & Efficiencies Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2022 **What do you like best about my.SQM Auto QA?** The off-the-shelf reports answer most questions I have, and for everything else I can create pivot tables within the reporting to re-jig the data depending on what it is I'm looking to do. The dashboard at the front is a great way to see how the team is doing at-a-glance and provides great little snippets for other reporting that tell a story on their own. **What do you dislike about my.SQM Auto QA?** The user management could use a bit of refinement and isn't the most intuitive. Adding users has a few more steps than I feel is necessary and it would be helpful to incorporate the survey user list within the application as the two are very closely related (instead of a separate FTP upload). **What problems is my.SQM Auto QA solving and how is that benefiting you?** Our internal reporting does a great job at quantifying the WHAT (the results of their efforts), but we've previously had a blindspot for the HOW (what behaviours successful advisors exhibit that are producing results). The insights provided by SQM help address that and allow our performance leaders to coach staff - a pat on the back for some great surveys or identify opportunities for an advisor to reflect on their approach. **Official Response from SQM Group:** > Dear Casey, Thank you for your detailed review of our mySQM™ Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 30. Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Wendy R. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about my.SQM Auto QA?** Easy to navigate and love the data, we absolutely are so thankful we have partnered **What do you dislike about my.SQM Auto QA?** Sometimes struggle to completely get CSR buy in **What problems is my.SQM Auto QA solving and how is that benefiting you?** Creating consistency and real tangible data to set goals withCSRs **Official Response from SQM Group:** > Dear Wendy, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 31. Customer Service Experts **Rating:** 4.0/5.0 stars **Reviewed by:** Jerry C. | Director Client Solutions, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2022 **What do you like best about my.SQM Auto QA?** SQM provides excellent e-learning modules as well as in-person training to assist a firm to get the most from the client survey process. **What do you dislike about my.SQM Auto QA?** The SQM product is very robust, which although is a good thing, requires a bit of effort to use to its full potential. **What problems is my.SQM Auto QA solving and how is that benefiting you?** SMQ provides is with the voice of the customer, giving us valuable insight into the client experience. **Official Response from SQM Group:** > Dear Jerry, Thank you so much for your kind words! We’re so happy to hear you enjoy our mySQM™ - Customer Service QA Software. Thanks again for being a fantastic customer. Sincerely, SQM’s Team ### 32. High quality surveying company **Rating:** 5.0/5.0 stars **Reviewed by:** Nick H. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2022 **What do you like best about my.SQM Auto QA?** The customer service we receive from SQM is at an extremely high level. Very friendly, verify timely responses. And they must be a good company because they have a very low turnover rate. We've been working with the same vendor managers for years now. **What do you dislike about my.SQM Auto QA?** Some of the reports/pivot tables are a bit tricky to figure out. You have to really spend time in them to get the hang of these particular parts of mySQM. **What problems is my.SQM Auto QA solving and how is that benefiting you?** mySQM has helped us to identify our biggest opportunities to improve things like our non-first call resolution rate. It's also helped us identify what we can change to make our customers' experiences better on the whole. **Official Response from SQM Group:** > Dear Nick, We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ Software. We’re grateful that we have the opportunity to serve you. Sincerely, SQM’s Team ### 33. Lead in customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Anne M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** The feedback and ideas that generate is amazing **What do you dislike about my.SQM Auto QA?** The number of surveys should increase esp for those who have a low number of surveys **What problems is my.SQM Auto QA solving and how is that benefiting you?** It's creating better csat **Official Response from SQM Group:** > Dear Anne. We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 34. Great support and help when we need it. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** I like the ease of use and the convenience. **What do you dislike about my.SQM Auto QA?** I cannot think of anything right now, thank you! **What problems is my.SQM Auto QA solving and how is that benefiting you?** How to get information into the hands of our reps. **Official Response from SQM Group:** > Thank you for your helpful review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Sincerely, SQM’s Team ### 35. Overall the software is a great tool to use. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2023 **What do you like best about my.SQM Auto QA?** The software is user- friendly, and I love how everything is displayed on the main page. **What do you dislike about my.SQM Auto QA?** Sometimes when you're reading the feedback left by the members, it doesn't really make sense it seems as though it's a computer converting the information over. **What problems is my.SQM Auto QA solving and how is that benefiting you?** N/A **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 36. Excellent job **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about my.SQM Auto QA?** The knowledge gained from interacting with customers and how they respond to my experience and skill to handle their inquiries. **What do you dislike about my.SQM Auto QA?** Nothing specific. It gives me a chance to understand how my customers view our interaction which allows me to prove my skills. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Helping to identify weaknesses and address training oversights. **Official Response from SQM Group:** > Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thanks again for your kind words and insights. Sincerely, SQM’s Team ### 37. Personalized experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about my.SQM Auto QA?** Provides the customer voice to improve experience. Lots of data to drive improvement. The company employees are a partner to improve out customers' experiences. **What do you dislike about my.SQM Auto QA?** Sometimes the data can be overwhelming. It is nice to have a liaison at SQM to analyze it. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Helping to drive change for our agents. **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 38. Easy To Use **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica F. | Customer Service Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2022 **What do you like best about my.SQM Auto QA?** I like that the information provided by widgets and reports are straight to the point. Very easy to create filters. You can color code things too! I also love that we can hear the feedback directly from the customer. **What do you dislike about my.SQM Auto QA?** It would be helpful to have report templates so I can see how others may utilize the site. It would be nice to have a goal tracker and badges for CSR to use to motivate them when doing well or need to make improvements. For example, you enter the site, and you get a pop-up of "job well done!" when a world class survey was entered since their last visit to the site. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It's helping me focus on FCR; for both opportunities and strengths. **Official Response from SQM Group:** > Dear Jessica, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly. Sincerely, SQM’s Team ### 39. Exceptional Service **Rating:** 5.0/5.0 stars **Reviewed by:** brian v. | Principle Strategic Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2023 **What do you like best about my.SQM Auto QA?** Working with the great folks at SQM I truly feel that they equal my passion and desire to completely satisfy our customers. **What do you dislike about my.SQM Auto QA?** I wish I could personally high-five them! **What problems is my.SQM Auto QA solving and how is that benefiting you?** How to take member feedback and apply it to the coaching and reporting we do with my company's customer service department, in particular how to celebrate and highlight top peformers. **Official Response from SQM Group:** > Dear Brian, Thank you for your amazing review of our mySQM™ - Customer Service QA Software and our team. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we have the opportunity to serve you, and we wish we could high-five you back! Sincerely, SQM’s Team ### 40. Hearing the voice of the customer loud and clear **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2022 **What do you like best about my.SQM Auto QA?** The portal and reporting tools are intuitive and easy to use. Even without introductory training, or the use of their self-help videos, I was able to gain further understanding from the data available. **What do you dislike about my.SQM Auto QA?** I would prefer if the tool was a single sign-on, rather than requiring login each time I access it. This however could be more an issue related to my organization's web security policy, as opposed to an a drawback of MySQM. **What problems is my.SQM Auto QA solving and how is that benefiting you?** MySQM helps me quickly identify from the large number of voice of customer surveys we collect, which interactions should be reviewed for best practices, and which have opportunities to improve. It helps me understand whether there are themes emerging that need to be addressed systemically. It does this through its intuitive reporting options. **Official Response from SQM Group:** > Dear Customer, Thank you for your review of our mySQM™ Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we have the opportunity to serve you. Sincerely, SQM’s Team ### 41. Customer Review for SQM **Rating:** 5.0/5.0 stars **Reviewed by:** Anne P. | Sr. Director, Customer Engagement & Enrollment Svcs, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2022 **What do you like best about my.SQM Auto QA?** The data they provide and the presentation of the data makes is highly actionable. It is also so helpful to be compared across your industry. **What do you dislike about my.SQM Auto QA?** Nothing! They are a great company to work with. The insights that they provide are so valuable. **What problems is my.SQM Auto QA solving and how is that benefiting you?** SQM has helped us to improve our customer experience by building new tools to address customer pain points. They helped us improve our employee experience. **Official Response from SQM Group:** > Dear Anne, We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We’re grateful that we have the opportunity to serve you. Sincerely, SQM’s Team ### 42. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** Easy access to real-time information about customer friction points and representative/corporate improvement opportunities. **What do you dislike about my.SQM Auto QA?** Cumbersome filtering makes some report generation less intuitive **What problems is my.SQM Auto QA solving and how is that benefiting you?** Rep opportunity identification and performance coaching Customer friction identification and solution Benchmarking and goal-setting **Official Response from SQM Group:** > Thank you so much for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Thank you for bringing this matter to our attention. We will take the time to investigate your feedback further and work on improvements. Sincerely, SQM’s Team ### 43. Wonderful experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** Learning other companies practices and how they are thriving **What do you dislike about my.SQM Auto QA?** I enjoyed the whole experience, there is nothing i didn't like **What problems is my.SQM Auto QA solving and how is that benefiting you?** Customers that are dissatisfied and how to handle them **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 44. Valuable Results **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** Provides great insight and opportunities. **What do you dislike about my.SQM Auto QA?** Nothing specifically that would be worth noting. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Provide direct customer feedback. Identifying service gaps and trends. **Official Response from SQM Group:** > Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We really appreciate it. Sincerely, SQM’s Team ### 45. Extremely user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about my.SQM Auto QA?** Great stats to review and manage my team **What do you dislike about my.SQM Auto QA?** Analysis of next best steps to improve my team **What problems is my.SQM Auto QA solving and how is that benefiting you?** Better customer experience **Official Response from SQM Group:** > Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 46. An Insightful Tool to Improve your Call Center Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria C. | Business Data Analyst - Customer Experience Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about my.SQM Auto QA?** The software is user-friendly, has a variety of capabilities that allow you to filter down your data, and the team at SQM is always there with a helping hand when needed. **What do you dislike about my.SQM Auto QA?** When someone is out of the office for an extended period and has someone covering for their work in the software, the process for covering was not ideal for us. We use this software for 7 different teams and each team has a leader. If a leader is out and we have someone else doing their work, the data for the team will now show under the covering person until the leader returns, which doesn't give an accurate reflection of the team performance. This is not a common occurrence, so it is not a make or break to the software. **What problems is my.SQM Auto QA solving and how is that benefiting you?** The software is supportive of our departmental goals. The data that comes out of this platform is used to gauge the performance of our leaders and representatives. We strive to achieve FCR on each call, and this software helps us to understand where we stand today, and what we can do to improve tomorrow. Without this software, I know that we would not be as successful with FCR and would be not as informed as to where we stand and what we can do to improve. **Official Response from SQM Group:** > Dear Victoria, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 47. Great insights **Rating:** 4.0/5.0 stars **Reviewed by:** Claudia M. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about my.SQM Auto QA?** Always available to support and share great insights **What do you dislike about my.SQM Auto QA?** nothing,always have great collaboration. **What problems is my.SQM Auto QA solving and how is that benefiting you?** any issues that arise from surveys, providing understanding and clarification **Official Response from SQM Group:** > Dear Claudia, Thank you so much for your positive feedback and for being a fantastic customer! Sincerely, SQM’s Team ### 48. Valuable information everyday! **Rating:** 4.5/5.0 stars **Reviewed by:** Lisa B. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2022 **What do you like best about my.SQM Auto QA?** The widgets are great for quick results and knowing how to start your day with your team. We can see the feedback and hear the input of our customers. The reporting can break down by different levels and metrics. Great way to see trends and opportunities. **What do you dislike about my.SQM Auto QA?** It would be nice to see feedback for the call center, not just the agents. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Helping us resolve different avenues to bring in more surveys results. In addition, identifying the needs and voices of our employees and how to help our agents succeed in FCR and Customer Satisfaction. **Official Response from SQM Group:** > Dear Lisa, We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. Sincerely, SQM’s Team ### 49. User-friendly interface, strong service team **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2022 **What do you like best about my.SQM Auto QA?** I've worked with several CX research suppliers and would say that the mySQM tool is the best I've worked with so far. Dashboards are easy to set up and customize and it is also quite easy to set up data exports. The team at SQM has been flexible and great to work with. **What do you dislike about my.SQM Auto QA?** We've incurred a few unexpected expenses because of some custom programming needs. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Executing a post-call tracking survey program. **Official Response from SQM Group:** > Dear Customer, We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ Software. We’re grateful that we have the opportunity to serve you. Sincerely, SQM’s Team ### 50. It's a great tool for tracking customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Kylie S. | Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** October 01, 2022 **What do you like best about my.SQM Auto QA?** The ability to provide customer feedback **What do you dislike about my.SQM Auto QA?** The website has a lot of different options and can be confusing if you do not know what you are doing. I wish it were easier to pull numbers and run reports. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Customer satisfaction/FCR **Official Response from SQM Group:** > Dear Kylie, Thank you so much for your positive feedback! Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention. 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?page=7§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+23%3A12%3A35+-0500&secure%5Bsession_id%5D=663e5a34-eade-46b5-95b8-a301d55acd3e&secure%5Btoken%5D=9b9b9e510b8eb54625db996a6e8d135ee9eec8eb180bd6c33fa74e3da25ffed6&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)