# Best Speech Analytics Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Speech analytics software analyzes ongoing or recorded calls and detects emotional cues for quality assurance. The software uses similar technology found in [voice recognition software](https://www.g2.com/categories/voice-recognition) where spoken language is analyzed using artificial intelligence. However, speech analytics differs from voice recognition in that the latter is concerned with just speech transcription and identifying the speaker, while the former provides emotional analysis and sentiment analysis for performance insights. Speech analytics tools help call center representatives and managers identify when customers are agitated, confrontational, or stressed. It allows them to adapt and improve their representative’s future performance by coaching them on how to react to difficult situations and providing satisfactory customer support. Speech analytics solutions either integrate with or are offered as a preloaded feature of [contact center software](https://www.g2.com/categories/contact-center). To qualify for inclusion within the Speech Analytics category, a product must: - Record or analyze calls in real time - Provide insight into the emotional state of customers in real time or after the fact - Generate quality assurance reports to improve performance of call center representatives - Archive all recorded calls ## Top Speech Analytics Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [RingEX](https://www.g2.com/products/ringex/reviews) | 4.2/5.0 (1,354 reviews) | — | "[Seamless Communication, Unifies Our Workflow](https://www.g2.com/survey_responses/ringex-review-12983792)" | | 2 | [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) | 4.4/5.0 (1,463 reviews) | Omnichannel routing with cloud-native speech transcription | "[Effortless Setup, Powerful Integrations](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)" | | 3 | [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) | 4.4/5.0 (1,799 reviews) | AI call notes with CRM-synced recordings | "[CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing](https://www.g2.com/survey_responses/cloudtalk-review-12856744)" | | 4 | [Voiso](https://www.g2.com/products/voiso/reviews) | 4.8/5.0 (92 reviews) | Multilingual call transcription with AI compliance scoring | "[Voiso’s Omnichannel Workspace Unifies Customer Conversations Seamlessly](https://www.g2.com/survey_responses/voiso-review-12414775)" | | 5 | [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) | 4.5/5.0 (221 reviews) | Automated QA scorecards with 100% call coverage | "[A Platform That Drives Actionable Insight](https://www.g2.com/survey_responses/callminer-eureka-review-12719492)" | | 6 | [Google Cloud Speech-to-Text](https://www.g2.com/products/google-cloud-speech-to-text/reviews) | 4.6/5.0 (234 reviews) | Meeting transcription with multi-language real-time accuracy | "[Makes Multilingual Client Meetings Effortless with Accurate Transcription](https://www.g2.com/survey_responses/google-cloud-speech-to-text-review-12894708)" | | 7 | [Verint Speech and Text Analytics](https://www.g2.com/products/verint-speech-and-text-analytics/reviews) | 4.4/5.0 (83 reviews) | Call driver categorization and trend discovery | "[Quick Insights into Customer Behavior and Root Causes](https://www.g2.com/survey_responses/verint-speech-and-text-analytics-review-12541336)" | | 8 | [Talkdesk](https://www.g2.com/products/talkdesk/reviews) | 4.4/5.0 (2,425 reviews) | AI-powered call routing and sentiment insights | "[Easy to Use, Flexible, and Innovative—Talkdesk Keeps Getting Better](https://www.g2.com/survey_responses/talkdesk-review-12980010)" | | 9 | [SuccessKPI](https://www.g2.com/products/successkpi/reviews) | 4.3/5.0 (81 reviews) | Genesys Cloud speech analytics with centralized QM | "[Excellent transcription and AI monitoring for more accurate analyses](https://www.g2.com/survey_responses/successkpi-review-12568134)" | | 10 | [Mihup](https://www.g2.com/products/mihup/reviews) | 4.7/5.0 (67 reviews) | 100% call analysis with Indian multilingual support | "[Automates Audio Analysis, Boosts Service Quality](https://www.g2.com/survey_responses/mihup-review-12164341)" | ## How Many Speech Analytics Software Products Does G2 Track? **Total Products under this Category:** 155 ### Category Stats (Jun 2026) - **Average Rating**: 4.48/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Vonage Contact Center (formerly NewVoiceMedia) (+0.12%) - Among all products in this category, Vonage Contact Center (formerly NewVoiceMedia) recorded the largest rating increase compared to last month *Last updated: June 24, 2026* ## How Does G2 Rank Speech Analytics Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 22,100+ Authentic Reviews - 155+ 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. ## Which Speech Analytics Software Is Best for Your Use Case? - **Leader:** [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - **Highest Performer:** [SuccessKPI](https://www.g2.com/products/successkpi/reviews) - **Easiest to Use:** [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) - **Top Trending:** [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) - **Best Free Software:** [Convin.ai](https://www.g2.com/products/convin-ai/reviews) --- **Sponsored** ### livepro Knowledge Management livepro is a comprehensive Customer Experience Knowledge Management solution designed to enhance the efficiency and effectiveness of customer service operations across various industries. Since its inception in 2001, livepro has been dedicated to providing a robust knowledge management platform that empowers customer service centers & departments that support them in sectors such as Banking and Finance, Airlines, Insurance, Superannuation, Education, Health, and Government. The primary goal of livepro is to streamline the process of delivering accurate information to agents, thereby improving overall customer experience. The target audience for livepro includes organizations that prioritize customer service excellence and seek to optimize their knowledge management processes. By offering a feature-rich yet user-friendly interface, livepro allows customer service representatives to access reliable answers quickly, eliminating the need to sift through lengthy documents. This intuitive design not only enhances the speed of customer service interactions but also significantly reduces the training time required for staff, enabling them to confidently address customer inquiries with minimal onboarding. One of the standout features of livepro is its powerful search functionality, which serves as a single source of truth for organizations. This feature ensures that agents can retrieve consistent and accurate answers across multiple channels, including phone, email, front counter, website, self-service portals, live chat, and even modern virtual assistants. By providing immediate access to information, livepro helps organizations respond to even the most complex customer questions efficiently, thereby fostering a more satisfying customer experience. The benefits of implementing livepro extend beyond improved customer satisfaction. Organizations can expect a reduction in average handling time (AHT) and a decrease in training costs, as staff become more adept at navigating the system with ease. Additionally, livepro minimizes compliance and risk factors by offering clear, easy-to-follow process guidance, which helps ensure that agents adhere to established protocols. Overall, livepro stands out in the knowledge management category by delivering a solution that not only enhances the capabilities of customer service teams but also positively impacts the bottom line through operational efficiencies. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1597&secure%5Bdisplayable_resource_id%5D=29&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=29&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=55822&secure%5Bresource_id%5D=1597&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fspeech-analytics&secure%5Btoken%5D=44c272fbac13eaaf5ba0f04144451b6716ee5b232f3ec7ce702f2e60d779bd3f&secure%5Burl%5D=https%3A%2F%2Flivepro.com%2F&secure%5Burl_type%5D=book_demo) --- ## What Are the Top-Rated Speech Analytics Software Products in 2026? ### 1. [RingEX](https://www.g2.com/products/ringex/reviews) WHAT IS RINGEX? RingEX is the all-in-one business communications platform that connects teams, customers, and conversations across voice, video, messaging, SMS, and AI agents all powered by AI. Designed for organizations that value productivity, customer satisfaction, and simplicity, RingEX brings together everything your business needs to collaborate and engage effectively from anywhere. ADVANCED AI WITH AIR, AVA, AND ACE RingEX transforms every interaction into a strategic advantage through three specialized AI agents. AI Receptionist (AIR) acts as an intelligent digital front desk, answering calls 24/7 in natural, multilingual conversations to answer FAQs, capture leads, schedule appointments, and route complex calls with full context. AI Virtual Assistant (AVA) acts as a proactive co-pilot for daily tasks, automatically capturing meeting summaries, generating follow-up actions, and drafting context-aware messages. AI Conversation Expert (ACE) serves as a flagship conversation intelligence platform, analyzing every interaction to provide coaching, automated call scoring, and deep sentiment analysis. By turning raw data into executive insights and syncing directly with your CRM, ACE helps leaders replicate winning behaviors and stay ahead of customer trends. NEW: CUSTOMER ENGAGEMENT BUNDLE Built for small and mid-sized customer-facing teams, the Customer Engagement Bundle helps businesses deliver faster, more connected customer support without the complexity of a full contact center. The bundle seamlessly blends voice and SMS support in one unified workspace. Key capabilities include a shared SMS inbox for team visibility, automated SMS opt-out compliance, and reply templates to maintain a consistent brand voice. It also features queue transparency with place-in-line updates and live reports for real-time visibility into agent performance and service quality. WHY RINGEX? Whether your team is connecting internally or engaging customers, RingEX delivers reliability, flexibility, and intelligence in one platform. Backed by enterprise-grade security, RingEX helps you stay connected and responsive at every moment that matters. RingEX customers gain smarter communication with AVA, revenue intelligence with ACE, and better customer experiences through the Customer Engagement Bundle. RingEX isn’t just a phone system. It is the intelligent core of your business that ensures every conversation—internal or external—is connected, analyzed, and impactful. **Average Rating:** 4.2/5.0 **Total Reviews:** 1,354 **How Do G2 Users Rate RingEX?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.3/10) - **Quality of Support:** 8.0/10 (Category avg: 9.0/10) - **Ease of Use:** 8.6/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.3/10 (Category avg: 8.8/10) **Who Is the Company Behind RingEX?** - **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral) - **Company Website:** https://www.ringcentral.com - **Year Founded:** 1999 - **HQ Location:** Belmont, CA - **Twitter:** @RingCentral (61,963 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,726 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Office Manager, Owner - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 57% Small-Business, 34% Mid-Market #### What Are RingEX's Pros and Cons? **Pros:** - Ease of Use (195 reviews) - Customer Support (124 reviews) - Helpful (100 reviews) - Reliability (96 reviews) - Phone Calls (93 reviews) **Cons:** - Complex Processes (44 reviews) - Call Issues (42 reviews) - Poor Customer Support (41 reviews) - Customer Service (35 reviews) - Limitations (35 reviews) ### What Do G2 Reviewers Say About RingEX? *AI-generated summary from verified user reviews* **Pros:** - Users find RingEX's **ease of use** invaluable, simplifying on-call management and device switching effortlessly. - Users praise the **helpful customer support** of RingEX, enhancing their experience during setup and maintenance. - Users find the **helpful support** from RingEX invaluable for maintaining reliable client communication during setup. - Users praise the **reliability** of RingEX, highlighting excellent call quality and ease of use for support tasks. - Users praise the **high-definition voice quality** and ease of use for effective communication in customer support. **Cons:** - Users find the **onboarding process complex** , which leads to confusion and challenges in setting up the product. - Users report **inconsistent call quality** with RingEX, experiencing lag and performance issues that hinder reliability. - Users struggle with **poor customer support** , facing difficulties in onboarding and getting timely assistance when needed. - Users find it challenging to reach **live customer service** , leading to frustration during onboarding and support issues. - Users experience **interface overwhelm** and occasional performance issues, alongside slower support response times with RingEX. #### What Are Recent G2 Reviews of RingEX? **"[Seamless Communication, Unifies Our Workflow](https://www.g2.com/survey_responses/ringex-review-12983792)"** **Rating:** 5.0/5.0 stars *— Suhasu U.* [Read full review](https://www.g2.com/survey_responses/ringex-review-12983792) --- **"[RingEx is easy to setup. I've setup 25 contact center very easily using IVR editor and duplications](https://www.g2.com/survey_responses/ringex-review-11729131)"** **Rating:** 5.0/5.0 stars *— Raffy B.* [Read full review](https://www.g2.com/survey_responses/ringex-review-11729131) --- #### What Are G2 Users Discussing About RingEX? - [What is RingCentral MVP used for?](https://www.g2.com/discussions/what-is-ringcentral-mvp-used-for) - [Is RingCentral good?](https://www.g2.com/discussions/is-ringcentral-good) - 1 comment - [What are the three RingCentral plans products?](https://www.g2.com/discussions/what-are-the-three-ringcentral-plans-products) - [What is RingCentral office?](https://www.g2.com/discussions/what-is-ringcentral-office) ### 2. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI. **Average Rating:** 4.4/5.0 **Total Reviews:** 1,463 **How Do G2 Users Rate Genesys Cloud CX?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10) - **Quality of Support:** 8.2/10 (Category avg: 9.0/10) - **Ease of Use:** 8.9/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.5/10 (Category avg: 8.8/10) **Who Is the Company Behind Genesys Cloud CX?** - **Seller:** [Genesys](https://www.g2.com/sellers/genesys) - **Company Website:** https://www.genesys.com - **Year Founded:** 1990 - **HQ Location:** Menlo Park, CA - **Twitter:** @Genesys (32,180 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/601919/ (8,569 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Manager, Case Advocate - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 45% Mid-Market, 40% Enterprise #### What Are Genesys Cloud CX's Pros and Cons? **Pros:** - Ease of Use (135 reviews) - Features (98 reviews) - Reliability (76 reviews) - Efficiency (72 reviews) - Helpful (60 reviews) **Cons:** - Limited Features (55 reviews) - Missing Features (53 reviews) - Complexity (42 reviews) - Inadequate Reporting (38 reviews) - Learning Curve (37 reviews) ### What Do G2 Reviewers Say About Genesys Cloud CX? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Genesys Cloud CX, streamlining operations and enhancing overall efficiency. - Users appreciate the **innovative features** of Genesys Cloud CX, enhancing contact center operations and fostering collaboration. - Users value the **reliability** of Genesys Cloud CX, ensuring consistent access and excellent business continuity across projects. - Users value the **efficiency** of Genesys Cloud CX, which enhances agility and streamlines contact center operations significantly. - Users find the **customization options** in Genesys Cloud CX invaluable for meeting their unique routing needs effectively. **Cons:** - Users find the **limited features** of Genesys Cloud CX frustrating, especially regarding advanced functionalities that require extra licenses. - Users note **missing features** in Genesys Cloud CX, including advanced capabilities that require extra costs and complex configurations. - Users find the **complexity** of Genesys Cloud CX daunting, often struggling with navigation and feature accessibility. - Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, limiting data generation to only three weeks at a time. - Users often find the **learning curve to be steep** with Genesys Cloud CX due to its complex interface and features. #### What Are Recent G2 Reviews of Genesys Cloud CX? **"[Effortless Setup, Powerful Integrations](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)"** **Rating:** 5.0/5.0 stars *— Lucas A.* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137) --- **"[A Flexible and Scalable Platform for Modern Customer Experience](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148)"** **Rating:** 5.0/5.0 stars *— Phaneendra A.* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148) --- #### What Are G2 Users Discussing About Genesys Cloud CX? - [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 2 comments, 1 upvote - [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) - 2 comments - [What are the 4 most important benefits of Active Directory?](https://www.g2.com/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment - [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments - [Does Genesys integrate with Salesforce?](https://www.g2.com/discussions/purecloud-for-salesforce-does-genesys-integrate-with-salesforce) ### 3. [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) CloudTalk is the leading AI-powered business calling software for growing SMBs. CloudTalk helps more than 4,000 modern SMBs talk to more customers, close more deals, and resolve issues faster, without enterprise pricing or complexity. Over 30,000 sales and support professionals at SMBs across 160+ countries rely on CloudTalk to: Talk to 10x more people - Our AI Sales Dialer combines preview, power and parallel (up to 10 lines) dialing that filters out voicemails and dead lines automatically. Automate the calls humans shouldn't have to make - Build AI Voice Agents and AI Receptionist in minutes for appointment scheduling, lead qualification, after-hours coverage, payment reminders and more. Turn every conversation into structured data - Use AI Conversation Intelligence to get automatic call summaries, AI notes, sentiment analysis, topic extraction, call scoring, multi-lingual transcription, and talk/listen ratios. Run their full business phone system in one cloud platform - With Call Flow Designer, IVR, call queuing, call recording, real-time monitoring, analytics, international SMS, WhatsApp messaging, and workflow automation. Handle global calling without the infrastructure headache - Local numbers in 160+ countries, 99.999% uptime, multi-carrier redundancy, and crystal-clear call quality. Plug into the tools they already use - 100+ native integrations including HubSpot (Certified), Salesforce, Pipedrive, Zoho CRM, MS Dynamics, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, monday, Shopify, and more. Most CloudTalk customers are live in a few days. No hardware, no PBX, no months of consulting. Just sign up, port numbers (or buy new ones), connect your CRM, and start calling — with AI doing the busywork from day one. CloudTalk is GDPR, SOC 2, ISO 27001, HIPAA, and CCPA compliant. Customers like Bit2Me reduced missed calls from 80% to 16%, cut wait times by 85%, and scaled from 2 to 20+ agents — without adding complexity. https://www.cloudtalk.io/customer-stories/bit2me/ Learn how we can boost your calling on a 1:1 personalized demo: https://www.cloudtalk.io/demo/ **Average Rating:** 4.4/5.0 **Total Reviews:** 1,799 **How Do G2 Users Rate CloudTalk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) - **Quality of Support:** 8.7/10 (Category avg: 9.0/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.9/10 (Category avg: 8.8/10) **Who Is the Company Behind CloudTalk?** - **Seller:** [CloudTalk](https://www.g2.com/sellers/cloudtalk) - **Company Website:** https://www.cloudtalk.io - **Year Founded:** 2016 - **HQ Location:** New York - **LinkedIn® Page:** https://www.linkedin.com/company/17944841/ (216 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 64% Small-Business, 32% Mid-Market #### What Are CloudTalk's Pros and Cons? **Pros:** - Ease of Use (358 reviews) - Intuitive (162 reviews) - Reliability (160 reviews) - Helpful (155 reviews) - Calling Features (142 reviews) **Cons:** - Call Issues (159 reviews) - Connection Issues (81 reviews) - Call Management (69 reviews) - Missing Features (60 reviews) - Poor Connectivity (50 reviews) ### What Do G2 Reviewers Say About CloudTalk? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of CloudTalk, finding it fast and intuitive for seamless communication. - Users highlight the **intuitive interface** of CloudTalk, reporting smooth and stable call connections consistently. - Users value the **reliability** of CloudTalk, noting consistent performance and excellent customer support throughout their experience. - Users appreciate the **ease of obtaining local numbers** and the efficiency provided by CloudTalk's new features. - Users value the **easy-to-use calling features** of CloudTalk, appreciating the intuitive interface and efficient call management. **Cons:** - Users experience **call issues** with CloudTalk, including connectivity problems and inconvenient access to recordings from Pipedrive. - Users experience **connection issues** with CloudTalk, which disrupt operations, though resolutions are generally quick. - Users face challenges with **call management** , like issues with the mobile app and Chrome extension functionality. - Users express frustration over **missing essential features** in CloudTalk, impacting functionality and efficiency in call center operations. - Users experience **poor connectivity** issues with CloudTalk, affecting functionality and reliability during calls. #### What Are Recent G2 Reviews of CloudTalk? **"[CloudTalk’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing](https://www.g2.com/survey_responses/cloudtalk-review-12856744)"** **Rating:** 4.5/5.0 stars *— Hunter K.* [Read full review](https://www.g2.com/survey_responses/cloudtalk-review-12856744) --- **"[CloudTalk has simplified our customer communication and improved our team's efficiency.](https://www.g2.com/survey_responses/cloudtalk-review-12852659)"** **Rating:** 5.0/5.0 stars *— Marwan E.* [Read full review](https://www.g2.com/survey_responses/cloudtalk-review-12852659) --- #### What Are G2 Users Discussing About CloudTalk? - [What is CloudTalk used for?](https://www.g2.com/discussions/cloudtalk-what-is-cloudtalk-used-for) - 4 comments, 1 upvote - [What is CloudTalk used for?](https://www.g2.com/discussions/what-is-cloudtalk-used-for) - 2 comments ### 4. [Voiso](https://www.g2.com/products/voiso/reviews) Voiso is an AI-powered contact center platform designed to enhance the efficiency and effectiveness of sales and support teams. By leveraging advanced technology, Voiso enables organizations to deliver superior customer interactions at a faster pace. This platform caters to a diverse range of users, from high-growth startups to established global enterprises, all seeking to improve agent productivity, lower operational costs, and expand customer engagement across various channels and regions. The target audience for Voiso includes businesses of all sizes that require a robust solution for managing customer communications. Whether a company is focused on outbound sales campaigns or managing inbound customer support, Voiso provides the necessary tools to streamline operations. The platform is particularly beneficial for teams looking to enhance their performance through automation and data-driven insights, allowing them to focus on building relationships with customers rather than getting bogged down by administrative tasks. Voiso offers a comprehensive suite of features that set it apart in the contact center software category. The AI Predictive Dialer is a standout feature, enabling agents to make up to four times more calls per hour while significantly reducing call abandonment rates. This tool automates the outbound calling process by utilizing real-time data to connect agents with live prospects quickly, minimizing downtime and maximizing productivity. Additionally, the Flow Builder allows users to create customized call flows and interactive voice responses (IVRs) without any coding knowledge, further enhancing operational efficiency. Another key feature is the AI Speech Analytics, which provides instant insights into conversations. With the ability to transcribe calls with high accuracy and perform sentiment analysis, this tool empowers teams to understand customer interactions better and ensure compliance across multiple languages. Voiso’s omnichannel capabilities enable businesses to engage customers through various platforms, including voice, SMS, and social media, all managed from a single interface. This integration fosters improved customer engagement and response times, making it easier for teams to connect with their audience. Real-time dashboards and a mobile app further enhance the user experience by providing teams with immediate access to performance metrics and operational control from anywhere. With customizable dashboards, organizations can monitor key performance indicators and agent activity in real time, supporting informed decision-making. Voiso's commitment to flexibility is evident through its open APIs and enterprise-grade security, ensuring that businesses can scale their contact center operations globally without added complexity. This combination of features makes Voiso a comprehensive solution for modern contact center needs. **Average Rating:** 4.8/5.0 **Total Reviews:** 92 **How Do G2 Users Rate Voiso?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) - **Quality of Support:** 10.0/10 (Category avg: 9.0/10) - **Ease of Use:** 9.8/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.4/10 (Category avg: 8.8/10) **Who Is the Company Behind Voiso?** - **Seller:** [Voiso](https://www.g2.com/sellers/voiso) - **HQ Location:** Singapore, Singapore - **LinkedIn® Page:** https://www.linkedin.com/company/voiso (91 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Account Manager, Data Analyst - **Top Industries:** Information Technology and Services, Information Services - **Company Size:** 96% Mid-Market, 13% Small-Business #### What Are Voiso's Pros and Cons? **Pros:** - Reliability (42 reviews) - Ease of Use (38 reviews) - Features (34 reviews) - Artificial Intelligence (21 reviews) - AI Technology (20 reviews) **Cons:** - Complex Processes (7 reviews) - Inadequate Reporting (7 reviews) - Complexity (6 reviews) - Lack of Intuitiveness (6 reviews) - Learning Curve (6 reviews) ### What Do G2 Reviewers Say About Voiso? *AI-generated summary from verified user reviews* **Pros:** - Users value the **reliable quality** of Voiso's global calls, significantly enhancing their international outreach efforts. - Users find Voiso's **ease of use** remarkable, enabling effortless creation of custom IVR menus and chatbot interactions. - Users value the **Local Caller ID feature** for significantly boosting callback rates in telemarketing campaigns. - Users benefit from the **AI predictive dialer** and speech analytics, enhancing call efficiency and customer insights. - Users value the **AI predictive dialer** and real-time dashboards, enhancing efficiency and performance monitoring across global operations. **Cons:** - Users find the **customization process complex** , especially those less technical, impacting the overall experience with Voiso. - Users find the **inadequate reporting** capabilities of Voiso frustrating, especially when generating and customizing reports. - Users find the **dashboard customization complex** , especially for less technical users, complicating their overall experience. - Users find the mobile app lacks **intuitiveness** , making it challenging for agents who are frequently on the go. - Users found the **learning curve steep** for non-technical staff, requiring more time to adapt to the new interface. #### What Are Recent G2 Reviews of Voiso? **"[Voiso’s Omnichannel Workspace Unifies Customer Conversations Seamlessly](https://www.g2.com/survey_responses/voiso-review-12414775)"** **Rating:** 5.0/5.0 stars *— Ankita Y.* [Read full review](https://www.g2.com/survey_responses/voiso-review-12414775) --- **"[Holistic Call Center Analytics with Powerful Dashboards and Speech Insights](https://www.g2.com/survey_responses/voiso-review-12345339)"** **Rating:** 5.0/5.0 stars *— Mudassir K.* [Read full review](https://www.g2.com/survey_responses/voiso-review-12345339) --- ### 5. [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) - **Quality of Support:** 9.1/10 (Category avg: 9.0/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.1/10 (Category avg: 8.8/10) **Who Is the Company Behind CallMiner Eureka?** - **Seller:** [CallMiner](https://www.g2.com/sellers/callminer) - **Company Website:** https://callminer.com/ - **Year Founded:** 2002 - **HQ Location:** Waltham, MA - **Twitter:** @CallMiner (3,247 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/42084/ (336 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Speech Analyst, Business Analyst - **Top Industries:** Financial Services, Insurance - **Company Size:** 47% Mid-Market, 40% Enterprise #### What Are CallMiner Eureka's Pros and Cons? **Pros:** - Innovation (12 reviews) - Ease of Use (11 reviews) - Helpful (11 reviews) - Improvement (10 reviews) - Artificial Intelligence (8 reviews) **Cons:** - Learning Curve (8 reviews) - Missing Features (5 reviews) - Steep Learning Curve (5 reviews) - Difficult Setup (4 reviews) - Training Required (4 reviews) ### What Do G2 Reviewers Say About CallMiner Eureka? *AI-generated summary from verified user reviews* **Pros:** - Users commend CallMiner Eureka for its **innovative features** that significantly enhance QA automation and customer experience insights. - Users find CallMiner Eureka to be **easy to use and set up** , enhancing their QA processes significantly. - Users value the **transformative insights** of CallMiner Eureka, enhancing customer interactions and driving actionable improvements. - Users appreciate the **transformative insights** of CallMiner Eureka that enhance customer experience and operational improvements. - Users highly value the **transformative AI capabilities** of CallMiner Eureka, turning customer interactions into actionable insights. **Cons:** - Users face a **steep learning curve** with CallMiner Eureka, complicating adoption and integration for new users. - Users feel the **missing features** in CallMiner Eureka limit functionality and complicate specific use cases. - Users find the **steep learning curve** of CallMiner Eureka requires significant time and commitment for mastery. - Users find the **difficult setup** of CallMiner Eureka to be a significant barrier for effective utilization and adoption. - Users face a **steep learning curve** with CallMiner Eureka, requiring time and commitment for proficiency. #### What Are Recent G2 Reviews of CallMiner Eureka? **"[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) --- **"[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) --- #### 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) ### 6. [Google Cloud Speech-to-Text](https://www.g2.com/products/google-cloud-speech-to-text/reviews) Google Cloud’s Speech API processes more than 1 billion voice minutes per month with close to human levels of understanding for many commonly spoken languages. Powered by the best of Google's AI research and technology, Google Cloud's Speech-to-Text API helps you accurately transcribe speech into text in 73 languages and 137 different local variants. Leverage Google’s most advanced deep learning neural network algorithms for automatic speech recognition (ASR) and deploy ASR wherever you need it, whether in the cloud with the API, on-premises with Speech-to-Text On-Prem, or locally on any device with Speech On-Device. **Average Rating:** 4.6/5.0 **Total Reviews:** 234 **How Do G2 Users Rate Google Cloud Speech-to-Text?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) - **Quality of Support:** 8.8/10 (Category avg: 9.0/10) - **Ease of Use:** 9.3/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.8/10 (Category avg: 8.8/10) **Who Is the Company Behind Google Cloud Speech-to-Text?** - **Seller:** [Google](https://www.g2.com/sellers/google) - **Year Founded:** 1998 - **HQ Location:** Mountain View, CA - **Twitter:** @google (31,899,995 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1441/ (341,888 employees on LinkedIn®) - **Ownership:** NASDAQ:GOOG **Who Uses This Product?** - **Who Uses This:** Data Engineer, Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 41% Mid-Market, 40% Small-Business #### What Are Google Cloud Speech-to-Text's Pros and Cons? **Pros:** - Ease of Use (8 reviews) - Speech to Text Conversion (5 reviews) - Transcription Accuracy (5 reviews) - Accuracy (4 reviews) - Real-time Transcription (4 reviews) **Cons:** - Expensive (3 reviews) - Pricing Issues (3 reviews) - Accuracy Issues (2 reviews) - Complexity (2 reviews) - Cost (2 reviews) ### What Do G2 Reviewers Say About Google Cloud Speech-to-Text? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Google Cloud Speech-to-Text, enabling effortless audio transcription and integration. - Users appreciate the **ease of use and accuracy** of Google Cloud Speech-to-Text for effective meeting tracking and transcription. - Users value the **high transcription accuracy** of Google Cloud Speech-to-Text, enhancing usability across various accents and languages. - Users praise the **accuracy** of Google Cloud Speech-to-Text, noting its reliable performance across various accents and environments. - Users appreciate the **real-time transcription** of Google Cloud Speech-to-Text for its accuracy and speed during meetings. **Cons:** - Users note that the service can become **expensive** with high audio volume, impacting overall affordability. - Users note that the **pricing can become expensive** with high audio volume, impacting cost-effectiveness. - Users experience **accuracy issues** with Google Cloud Speech-to-Text, often needing manual corrections for transcripts. - Users find the **complexity** of managing access and navigating Google’s numerous products quite challenging and confusing. - Users find the **cost can creep up** significantly with high audio processing volumes, impacting overall value. #### What Are Recent G2 Reviews of Google Cloud Speech-to-Text? **"[Makes Voice to Text Workflow Much Faster, More Organized, and Efficient](https://www.g2.com/survey_responses/google-cloud-speech-to-text-review-12835524)"** **Rating:** 5.0/5.0 stars *— Ishan S.* [Read full review](https://www.g2.com/survey_responses/google-cloud-speech-to-text-review-12835524) --- **"[Makes Multilingual Client Meetings Effortless with Accurate Transcription](https://www.g2.com/survey_responses/google-cloud-speech-to-text-review-12894708)"** **Rating:** 4.5/5.0 stars *— Akash A.* [Read full review](https://www.g2.com/survey_responses/google-cloud-speech-to-text-review-12894708) --- ### 7. [Verint Speech and Text Analytics](https://www.g2.com/products/verint-speech-and-text-analytics/reviews) Verint Speech and Text Analytics is an enterprise-grade solution can automatically discover and analyze words, phrases, categories, and themes that may be affecting customer experience. This rich source of behavioral data can deliver immediate business outcomes for your organization. Powered by Verint Exact Transcription Bot, Verint Speech Analytics can provide unmatched transcription and comprehension accuracy at your fingertips. With Verint, you can accurately process voice with complete speaker separated transcription for 100% of customer interactions. Genie Bot Verint Genie Bot leverages generative AI to supercharge your analyst capacity. The bot gives analysts the power to ask questions about their unstructured data for immediate insights. This bot is embedded in Verint Speech Analytics. PII Redaction Bot With the PII Redaction Bot, you can automatically redact sensitive information such as credit card number or social security number from a voice interaction, without the need for any additional product or service subscription. Sentiment Bot Verint Sentiment Bot accurately scores every voice and digital customer interaction so you can identify, quantify, and analyze the various factors that are influencing customers’ sentiment during interactions. AI Business Outcomes with Verint Speech Analytics $3M In Revenue Major US healthcare company was able to significantly improve cross selling and drive $3M in incremental revenue within 3 months. 10% Increase In Agent Capacity Global Insurance firm saw their self-service success improve by 12%, resulting in 10% increase in agent capacity. **Average Rating:** 4.4/5.0 **Total Reviews:** 83 **How Do G2 Users Rate Verint Speech and Text Analytics?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.3/10) - **Quality of Support:** 8.3/10 (Category avg: 9.0/10) - **Ease of Use:** 8.6/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.2/10 (Category avg: 8.8/10) **Who Is the Company Behind Verint Speech and Text Analytics?** - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,739 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,343 employees on LinkedIn®) - **Ownership:** Thoma Bravo **Who Uses This Product?** - **Top Industries:** Insurance, Banking - **Company Size:** 67% Enterprise, 28% Mid-Market #### What Are Verint Speech and Text Analytics's Pros and Cons? **Pros:** - Ease of Use (15 reviews) - Accuracy (8 reviews) - Call Recording (8 reviews) - Analytics (7 reviews) - Artificial Intelligence (6 reviews) **Cons:** - Accuracy Issues (11 reviews) - Inaccuracy (10 reviews) - Accent Recognition (5 reviews) - Inadequate Reporting (3 reviews) - Integration Issues (3 reviews) ### What Do G2 Reviewers Say About Verint Speech and Text Analytics? *AI-generated summary from verified user reviews* **Pros:** - Users find Verint Speech and Text Analytics to be **intuitive and easy to use** , streamlining the call review process effectively. - Users value the **high accuracy** of Verint Speech and Text Analytics, which enhances insight generation and decision-making. - Users appreciate the **real-time insights from call recordings** , which enhance quality review and streamline call management. - Users value the **real-time analytics** capabilities of Verint, enhancing their ability to analyze interactions effectively. - Users benefit from the **actionable insights** provided by Verint Speech Analytics, enhancing customer experience and performance monitoring. **Cons:** - Users experience **accuracy issues** with transcription, affecting confidence and leading to incorrect call categorization. - Users find the **transcription accuracy unreliable** , highlighting the need for improvements in performance and confidence scores. - Users face **transcription issues with certain languages** , impacting the accuracy of Clinician content analysis within Verint. - Users desire **more robust reporting** features in Verint Speech and Text Analytics, finding the current functionality inadequate. - Users face **integration issues** with the Verint platform, hindering a seamless experience with their phone systems. #### What Are Recent G2 Reviews of Verint Speech and Text Analytics? **"[Verint PoCs](https://www.g2.com/survey_responses/verint-speech-and-text-analytics-review-11659275)"** **Rating:** 4.5/5.0 stars *— Raul Eduardo A.* [Read full review](https://www.g2.com/survey_responses/verint-speech-and-text-analytics-review-11659275) --- **"[Quick Insights into Customer Behavior and Root Causes](https://www.g2.com/survey_responses/verint-speech-and-text-analytics-review-12541336)"** **Rating:** 5.0/5.0 stars *— Paige F.* [Read full review](https://www.g2.com/survey_responses/verint-speech-and-text-analytics-review-12541336) --- #### What Are G2 Users Discussing About Verint Speech and Text Analytics? - [What is Verint Text Analytics used for?](https://www.g2.com/discussions/what-is-verint-text-analytics-used-for) - 1 comment ### 8. [Talkdesk](https://www.g2.com/products/talkdesk/reviews) Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,425 **How Do G2 Users Rate Talkdesk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10) - **Quality of Support:** 8.8/10 (Category avg: 9.0/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.9/10 (Category avg: 8.8/10) **Who Is the Company Behind Talkdesk?** - **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk) - **Company Website:** https://www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk (6,959 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,377 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor, Team Lead - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Mid-Market, 21% Enterprise #### What Are Talkdesk's Pros and Cons? **Pros:** - Ease of Use (310 reviews) - Efficiency (175 reviews) - Features (171 reviews) - Call Management (170 reviews) - Helpful (167 reviews) **Cons:** - Call Issues (119 reviews) - Technical Issues (78 reviews) - Missing Features (76 reviews) - Notification Issues (58 reviews) - Connection Issues (54 reviews) ### What Do G2 Reviewers Say About Talkdesk? *AI-generated summary from verified user reviews* **Pros:** - Users find Talkdesk's interface to be **user-friendly** , enabling easy access to conversations and enhancing workflow efficiency. - Users appreciate the **efficiency** of Talkdesk, enjoying seamless communication and improved operational performance across platforms. - Users appreciate the **reliable platform** of Talkdesk, enjoying seamless functionality and easy setup for enhanced productivity. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing support and efficiency for customer teams. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing agent efficiency and collaboration with minimal effort. **Cons:** - Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations. - Users face frequent **technical issues** with Talkdesk, including call quality problems and system glitches requiring restarts. - Users find the **missing features** in Talkdesk frustrating, particularly regarding spellcheck and ticket status updates. - Users experience **notification issues** with Talkdesk, leaving them unaware of unexpected offline status changes. - Users face significant **connection issues** with Talkdesk, causing disruptions and frustration in daily operations and support. #### What Are Recent G2 Reviews of Talkdesk? **"[Built a whole healthcare call flow in it - took time but it actually works](https://www.g2.com/survey_responses/talkdesk-review-12800159)"** **Rating:** 4.5/5.0 stars *— Anurag S.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-12800159) --- **"[Easy to Use, Flexible, and Innovative—Talkdesk Keeps Getting Better](https://www.g2.com/survey_responses/talkdesk-review-12980010)"** **Rating:** 5.0/5.0 stars *— Verified User in Pharmaceuticals* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-12980010) --- #### What Are G2 Users Discussing About Talkdesk? - [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments - [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) - 2 comments ### 9. [SuccessKPI](https://www.g2.com/products/successkpi/reviews) An AI-powered operating system for high-performing contact centers that delivers insights, action and automation. Complete BI reporting, AI-powered Quality Management, WFM, speech and text analytics, agent automation, and more. - Unified visibility and control: See what’s happening across channels, teams, systems, and workflows in one place, so nothing important is hidden and nothing critical is left unmanaged. - Insight that leads directly to action: Move beyond dashboards and reports to insights that tell you what to do next, who should do it, and where to focus to improve outcomes. - Tools to improve people and processes at scale: Identify coaching opportunities, process breakdowns, and automation candidates across thousands of agents without adding manual effort. - Built for enterprise complexity and regulation: Designed to work inside large, regulated environments with the security, governance, and flexibility enterprise teams require. Rather than monitoring 3-5% of sampled calls, SuccessKPI allows you to monitor 100% of customer contacts allowing companies to catch problems, identify upsell opportunities, and reduce agent churn. Our customers report an average of 10% improvement in NPS. Business Intelligence: Unify CX & EX data across every channel and tool into a single, secure foundation. Measure and improve your customer experience with BI for contact centers. Speech and Text Analytics: Surface real-time insights, anomalies, and signals from every customer interaction with AI-powered speech, text and sentiment analysis. Real-Time Agent & Supervisor Assist: Deliver next-best actions and guidance to agents, and empower supervisors with powerful real-time capabilities. Quality Monitoring: Save time, improve agent performance, and mitigate compliance risks by modernizing your quality management. Supercharge your experience with AI-powered evaluations and scoring. Workforce Management: Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor. Playbook Builder: Bring powerful AI to life in the most flexible and robust action platform available for contact centers. Put insights to action instantly and achieve better outcomes. Last-Mile Connectivity: Detect, act, and automate resolution of last-mile connectivity issues before they escalate. Keep a pulse on tech problems that plague remote agents such as desktop, network, and headset issues that create bad CX from what should have been successful interactions. **Average Rating:** 4.3/5.0 **Total Reviews:** 81 **How Do G2 Users Rate SuccessKPI?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10) - **Quality of Support:** 7.6/10 (Category avg: 9.0/10) - **Ease of Use:** 8.5/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.3/10 (Category avg: 8.8/10) **Who Is the Company Behind SuccessKPI?** - **Seller:** [SuccessKPI](https://www.g2.com/sellers/successkpi) - **Company Website:** https://successkpi.com/ - **Year Founded:** 2017 - **HQ Location:** Chantilly, US - **Twitter:** @successkpi (71 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/successkpis (169 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 59% Mid-Market, 21% Enterprise #### What Are Recent G2 Reviews of SuccessKPI? **"[Accessible, Game-Changing Data with Powerful Hidden Analytics Features](https://www.g2.com/survey_responses/successkpi-review-12641654)"** **Rating:** 4.0/5.0 stars *— Salina B.* [Read full review](https://www.g2.com/survey_responses/successkpi-review-12641654) --- **"[Excellent transcription and AI monitoring for more accurate analyses](https://www.g2.com/survey_responses/successkpi-review-12568134)"** **Rating:** 4.5/5.0 stars *— Kelly Daiane d.* [Read full review](https://www.g2.com/survey_responses/successkpi-review-12568134) --- #### What Are G2 Users Discussing About SuccessKPI? - [What is SuccessKPI Power Package used for?](https://www.g2.com/discussions/what-is-successkpi-power-package-used-for) - [What is SuccessKPI BI and Analytics Package used for?](https://www.g2.com/discussions/successkpi-bi-and-analytics-package-what-is-successkpi-bi-and-analytics-package-used-for) - [What is SuccessKPI BI and Analytics Package used for?](https://www.g2.com/discussions/what-is-successkpi-bi-and-analytics-package-used-for) ### 10. [Mihup](https://www.g2.com/products/mihup/reviews) Mihup Interaction Analytics analyses 100% of customer conversations, uncovering their voice while revealing sales, service, and renewal opportunities for contact center teams to capitalise on. Its AI comes pre-trained on domain-specific contact centre context for faster, effective insights. The product evaluates every conversation against audit parameters and flags compliance breaches immediately. It also tracks agent effectiveness helping them level up with comprehensive coaching capabilities. What’s also important is Mihup Interaction Analytics’ ability to recommend approaches to close sales, enhance service delivery, and optimise processes, thanks to a fine-tuned Generative AI model. The flexible underpinning of the platform allows it to quickly introduce features expected in rapidly evolving industries like BFSI, fintech, e-commerce, and travel tech. With end-to-end automation offered out-of-the-box, Mihup Interaction Analytics accelerates insights, quality audit efficiency, and agent performance improvement. In addition, it delivers next best approaches and unified customer context. Get an enterprise-ready solution with customisable insights and dashboards. We help you go live in weeks, not months. **Average Rating:** 4.7/5.0 **Total Reviews:** 67 **How Do G2 Users Rate Mihup?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10) - **Quality of Support:** 9.2/10 (Category avg: 9.0/10) - **Ease of Use:** 9.3/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.4/10 (Category avg: 8.8/10) **Who Is the Company Behind Mihup?** - **Seller:** [Mihup Communications Private Limited.](https://www.g2.com/sellers/mihup-communications-private-limited) - **Year Founded:** 2016 - **HQ Location:** Kolkata, India - **Twitter:** @mihup_ai (50 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mihup/ (103 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst - **Top Industries:** Financial Services, Consumer Services - **Company Size:** 59% Mid-Market, 25% Small-Business #### What Are Mihup's Pros and Cons? **Pros:** - Accuracy (18 reviews) - Ease of Use (14 reviews) - Features (11 reviews) - Customer Support (9 reviews) - Efficiency (9 reviews) **Cons:** - User Interface Issues (12 reviews) - Complexity (7 reviews) - Improvement Needed (7 reviews) - Learning Curve (7 reviews) - Poor UI Design (7 reviews) ### What Do G2 Reviewers Say About Mihup? *AI-generated summary from verified user reviews* **Pros:** - Users praise Mihup for its **impressive accuracy** in analyzing conversations, enhancing customer understanding and service quality. - Users find Mihup's platform **easy to use** , especially for call evaluation and report generation. - Users appreciate the **easy implementation and comprehensive analysis features** of Mihup, enhancing their overall experience. - Users value the **proactive and knowledgeable customer support** team of Mihup, enhancing their experience and implementation efficiency. - Users appreciate the **efficiency** of Mihup, benefiting from its automated processes and seamless multilingual interactions. **Cons:** - Users feel the **user interface needs improvement** , highlighting the importance of more intuitive design and personalized reports. - Users find the setup process potentially **complex** , particularly for large datasets and advanced customization options. - Users find that the **initial setup and training phase requires improvement** to enhance overall user experience and efficiency. - Users find the **learning curve challenging** , requiring time to understand Mihup's features and setup processes. - Users find the **poor UI design** of Mihup confusing, citing a messy dashboard and slow responsiveness as issues. #### What Are Recent G2 Reviews of Mihup? **"[Automates Audio Analysis, Boosts Service Quality](https://www.g2.com/survey_responses/mihup-review-12164341)"** **Rating:** 4.0/5.0 stars *— Erick Vincent Steve G.* [Read full review](https://www.g2.com/survey_responses/mihup-review-12164341) --- **"[Reliable Voice Intelligence Platform That Enhances Customer Experience and Insights](https://www.g2.com/survey_responses/mihup-review-11831951)"** **Rating:** 5.0/5.0 stars *— andré P.* [Read full review](https://www.g2.com/survey_responses/mihup-review-11831951) --- ### 11. [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace **Average Rating:** 4.3/5.0 **Total Reviews:** 2,356 **How Do G2 Users Rate JustCall?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.3/10) - **Quality of Support:** 8.3/10 (Category avg: 9.0/10) - **Ease of Use:** 8.8/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.6/10 (Category avg: 8.8/10) **Who Is the Company Behind JustCall?** - **Seller:** [Saas Labs](https://www.g2.com/sellers/saas-labs) - **Company Website:** https://www.saaslabs.co/ - **Year Founded:** 2016 - **HQ Location:** Palo Alto, California - **Twitter:** @saas_labs (319 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10436435/ (425 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Financial Services - **Company Size:** 59% Small-Business, 31% Mid-Market #### What Are JustCall's Pros and Cons? **Pros:** - Ease of Use (286 reviews) - Features (207 reviews) - Helpful (193 reviews) - Customer Support (161 reviews) - Call Management (154 reviews) **Cons:** - Call Issues (154 reviews) - Call Functionality (99 reviews) - Connection Issues (78 reviews) - Missing Features (77 reviews) - Poor Call Quality (66 reviews) ### What Do G2 Reviewers Say About JustCall? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of JustCall, enjoying a straightforward setup and an intuitive interface for communications. - Users appreciate the **seamless integration** of calling, SMS, and CRM in JustCall, enhancing organization and efficiency. - Users appreciate JustCall for its **simplicity in business communication** , making calls and messages efficient and organized. - Users commend the **excellent customer support** of JustCall, noting its responsiveness and efficiency in resolving issues swiftly. - Users love the **quick call management** of JustCall, appreciating its seamless integration and user-friendly interface. **Cons:** - Users experience **call issues** with JustCall, including lag, difficult transfers, and missing call beginnings. - Users face a significant **call functionality challenge** with frequent issues like poor quality and complicated outcomes entry. - Users experience **connection issues** with JustCall, leading to call drops and interruptions during important conversations. - Users note the **missing features** in JustCall, including limited texting options, lack of customization, and connectivity issues. - Users often face **poor call quality** , particularly during travel, leading to interruptions and call drops. #### What Are Recent G2 Reviews of JustCall? **"[Efficient Communication Hub for Global Outreach and CRM Syncing](https://www.g2.com/survey_responses/justcall-review-12696120)"** **Rating:** 4.5/5.0 stars *— Soumyajit B.* [Read full review](https://www.g2.com/survey_responses/justcall-review-12696120) --- **"[Easy-to-Use Calling Platform with Reliable Performance and Helpful AI Insights](https://www.g2.com/survey_responses/justcall-review-12953018)"** **Rating:** 5.0/5.0 stars *— Richard L.* [Read full review](https://www.g2.com/survey_responses/justcall-review-12953018) --- ### 12. [Maqsam](https://www.g2.com/products/maqsam/reviews) The first Arabic-native AI agent integrated into the region’s leading customer service software. We are the leading Arabic AI-powered customer service software in the MENA region, revolutionizing customer experience by integrating with CRMs to optimize data management, automate tasks, boost efficiency, and drive revenue growth while offering local numbers globally. Maqsam’s Arabic-native AI Agent brings smarter conversations to the Arab world. Seamlessly integrated into our customer service software, Maqsam’s easy-to-deploy AI agent understands different Arabic dialects, context, and cultural nuances. Supported by a full suite of AI features, and the most accurate Arabic speech-to-text call transcription on the market, Maqsam’s platform empowers agents to respond faster and more naturally, and build upon rich insights from accurate sentiment analysis tools, a live dashboard, and so much more. Maqsam also makes it easy for businesses to grow roots and expand into new regional markets with local numbers, ensuring that every customer feels connected and supported close to home. By combining automation with a deep understanding of language and culture, Maqsam enables businesses to deliver reliable, personal, and around-the-clock support that customers truly connect with. Maqsam is leading the future of Arabic AI with a dedicated research team developing the company's own LLM model, leveraging the latest advancements in AI technology. Maqsam has become a pioneer in accurately transcribing Arabic calls and delivering advanced reports and analytics, making it the top choice for business communication solutions that effectively handle the various complexities of the Arabic language. **Average Rating:** 4.7/5.0 **Total Reviews:** 88 **How Do G2 Users Rate Maqsam?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10) - **Quality of Support:** 9.1/10 (Category avg: 9.0/10) - **Ease of Use:** 9.3/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.0/10 (Category avg: 8.8/10) **Who Is the Company Behind Maqsam?** - **Seller:** [Maqsam](https://www.g2.com/sellers/maqsam) - **Company Website:** https://maqsam.com/ - **Year Founded:** 2019 - **HQ Location:** Al Rabie District, SA - **Twitter:** @MaqsamHQ (273 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/52185164 (152 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 56% Small-Business, 37% Mid-Market #### What Are Maqsam's Pros and Cons? **Pros:** - Ease of Use (16 reviews) - Customer Support (9 reviews) - Features (9 reviews) - Helpful (9 reviews) - Call Management (7 reviews) **Cons:** - Call Issues (8 reviews) - Poor Call Quality (5 reviews) - Call Quality Issues (4 reviews) - Connection Issues (3 reviews) - Voice Quality Issues (3 reviews) ### What Do G2 Reviewers Say About Maqsam? *AI-generated summary from verified user reviews* **Pros:** - Users find Maqsam's **ease of use** exceptional, enabling efficient operations and a smooth user experience. - Users praise Maqsam for its **responsive support** , highlighting the helpfulness of the account manager team. - Users appreciate the **detailed reporting and intuitive calling process** of Maqsam, enhancing their overall communication experience. - Users find Maqsam's **helpful support team** and account managers enhance their overall experience, ensuring satisfaction. - Users value the **convenient call management** features of Maqsam, enhancing efficiency and support for their teams. **Cons:** - Users report **frequent call issues** with Maqsam, including disconnections and bugs disrupting communication quality. - Users report **poor call quality** with Maqsam, facing issues like disconnections and unclear voices during calls. - Users experience **call quality issues** with Maqsam, facing instability, cuts, and unclear voice during calls. - Users experience **connection issues** with Maqsam, including dropped calls and instability during use. - Users experience **voice quality issues** with Maqsam, including instability and unclear audio during calls. #### What Are Recent G2 Reviews of Maqsam? **"[Arabic-Native Call Routing Built for GCC Contact Centers](https://www.g2.com/survey_responses/maqsam-review-12803821)"** **Rating:** 4.0/5.0 stars *— Verified User in Retail* [Read full review](https://www.g2.com/survey_responses/maqsam-review-12803821) --- **"[Good and reliable call system that works smoothly for our business.](https://www.g2.com/survey_responses/maqsam-review-12813352)"** **Rating:** 5.0/5.0 stars *— AbdulRahman Q.* [Read full review](https://www.g2.com/survey_responses/maqsam-review-12813352) --- #### What Are G2 Users Discussing About Maqsam? - [What is Maqsam used for?](https://www.g2.com/discussions/what-is-maqsam-used-for) - 2 comments ### 13. [Creovai](https://www.g2.com/products/creovai/reviews) Creovai is a software suite designed to bring intelligence and guidance to contact centers worldwide. By transforming unstructured conversation data into actionable insights, it empowers contact center leaders to make smarter decisions that improve agent performance for reduced customer churn, increased sales, and lowered service costs. Our promise is simple: the fastest ROI, the easiest-to-use solution, and the most trustworthy insights to drive real business impact. The platform’s combination of analytics and real-time agent support creates a continuous improvement loop, enabling organizations to adapt and excel. Creovai identifies important trends, bridges knowledge gaps, and equips agents with the right information at the right moment—so they can handle even the most complex interactions with confidence. Hyper-focused on intelligence and guidance, Creovai improves contact center operations, helping you deliver better outcomes for your customers and your teams that serve them. **Average Rating:** 4.3/5.0 **Total Reviews:** 198 **How Do G2 Users Rate Creovai?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10) - **Quality of Support:** 9.0/10 (Category avg: 9.0/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.8/10 (Category avg: 8.8/10) **Who Is the Company Behind Creovai?** - **Seller:** [Capacity](https://www.g2.com/sellers/capacity) - **Company Website:** https://www.capacity.com - **Year Founded:** 2017 - **HQ Location:** University City, Missouri - **Twitter:** @GoCapacity (522 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/teamcapacity/ (705 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor - **Top Industries:** Consumer Services, Banking - **Company Size:** 58% Mid-Market, 26% Enterprise #### What Are Creovai's Pros and Cons? **Pros:** - Ease of Use (34 reviews) - Helpful (20 reviews) - Reporting (18 reviews) - Accuracy (15 reviews) - Transcription Accuracy (15 reviews) **Cons:** - Call Issues (17 reviews) - Learning Curve (12 reviews) - Inaccurate Data Analysis (11 reviews) - Missing Features (11 reviews) - Search Functionality (11 reviews) ### What Do G2 Reviewers Say About Creovai? *AI-generated summary from verified user reviews* **Pros:** - Users find Creovai to be **easy to use** , greatly enhancing their productivity and efficiency in sales activities. - Users highlight the **flexible filtering options** in Creovai, enabling effective training and data analysis. - Users value the **detailed reporting** of Creovai, which aids in quality monitoring and drives data-informed decisions. - Users value the **accuracy of call interaction tracking** in Creovai, enhancing efficiency and saving time in analysis. - Users appreciate the **transcription accuracy** of Creovai, allowing easy review of calls and snippets from transcripts. **Cons:** - Users face issues with **cluttered call results** that hinder efficiency and call transcription quality that needs improvement. - Users find the **learning curve steep** for Creovai, noting the lack of intuitive navigation and features. - Users note the need for **improved accuracy in data analysis** , particularly with word recognition and handling accents. - Users find Creovai lacking **essential features** , making task execution cumbersome and reducing overall effectiveness in coaching. - Users find the **search functionality lacking** , struggling to effectively locate and sort recordings within Creovai. #### What Are Recent G2 Reviews of Creovai? **"[Clean Platform with Excellent Support, But Reporting and Dashboard Needs Improvement](https://www.g2.com/survey_responses/creovai-review-11867284)"** **Rating:** 4.0/5.0 stars *— Verified User in Banking* [Read full review](https://www.g2.com/survey_responses/creovai-review-11867284) --- **"[Tethr is a wonderful business intelligence tool.](https://www.g2.com/survey_responses/creovai-review-8985805)"** **Rating:** 5.0/5.0 stars *— Verified User in Health, Wellness and Fitness* [Read full review](https://www.g2.com/survey_responses/creovai-review-8985805) --- #### What Are G2 Users Discussing About Creovai? - [What is Awaken Conversations used for?](https://www.g2.com/discussions/what-is-awaken-conversations-used-for) - [What is Tethr used for?](https://www.g2.com/discussions/what-is-tethr-used-for) ### 14. [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:** 597 **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) - **Quality of Support:** 8.3/10 (Category avg: 9.0/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.1/10 (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:** https://www.Five9.com - **Year Founded:** 2001 - **HQ Location:** San Ramon, CA - **Twitter:** @Five9 (14,856 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (3,058 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 56% Mid-Market, 23% Small-Business #### What Are Five9 Intelligent Cloud Contact Center Platform's Pros and Cons? **Pros:** - Ease of Use (118 reviews) - Customer Support (85 reviews) - Helpful (85 reviews) - Features (76 reviews) - Efficiency (62 reviews) **Cons:** - Call Issues (43 reviews) - Complexity (35 reviews) - Missing Features (35 reviews) - Technical Issues (30 reviews) - Poor Customer Support (29 reviews) ### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **user-friendly interface** of Five9, making it easy to implement and navigate through features. - Users appreciate the **exceptional customer support** from Five9, highlighting responsiveness and effective resolution of queries. - Users praise the **responsive support** and personalized attention from Five9, enhancing their overall experience with the platform. - Users value the **user-friendly interface** and seamless integrations of Five9, enhancing their overall call center experience. - Users highlight the **efficiency** of Five9 for quick setup and seamless integration, enhancing daily operations significantly. **Cons:** - Users report experiencing **call issues** with Five9, citing problems with email reporting and slow SMS features. - Users find the **complexity of the UI** and reporting functions challenging, requiring significant training for effective use. - Users find **missing features** in Five9, with limited customization and an outdated UI affecting usability. - Users experience **technical issues** like call drops and system disruptions that hinder operational efficiency and frustrate agents. - Users experience **poor customer support** , often needing additional help for setup and facing communication issues. #### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform? **"[Five9 a great way to communicate especially when working from home!](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-5038340)"** **Rating:** 5.0/5.0 stars *— Widline N.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-5038340) --- **"[Automates Interactions and Enhances Customer Experience](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161)"** **Rating:** 5.0/5.0 stars *— José Martín R.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161) --- #### 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 ### 15. [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) - **Quality of Support:** 9.6/10 (Category avg: 9.0/10) - **Ease of Use:** 9.5/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.2/10 (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:** https://www.linkedin.com/company/convin/ (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% Enterprise, 32% Mid-Market #### What Are Convin.ai's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Accuracy (7 reviews) - User Interface (6 reviews) - Auditing Efficiency (5 reviews) - Auditing (4 reviews) **Cons:** - Auditing Issues (3 reviews) - Inadequate Reporting (3 reviews) - Call Issues (2 reviews) - Improvement Needed (2 reviews) - Inadequate AI Capabilities (2 reviews) ### What Do G2 Reviewers Say About Convin.ai? *AI-generated summary from verified user reviews* **Pros:** - Users find Convin.ai to be **very user-friendly** , making it easy to navigate and audit calls efficiently. - Users appreciate the **high accuracy** of Convin.ai in transcription and its effective quality scoring of agent performance. - Users appreciate the **user-friendly interface** of Convin.ai, making it easy to track call stats and insights. - Users value the **auditing efficiency** of Convin.ai, praising its user-friendly interface for easy data access. - Users value the **ease of use for auditing** calls with a user-friendly interface that simplifies data access. **Cons:** - Users face challenges with **auditing issues** , including keyboard inefficiency and incomplete reporting structures affecting usability. - Users face challenges with **inadequate reporting** , including lack of timeline formats and non-user-friendly structures. - Users find **call flow management lacking** , struggling with keyboard usability during audits for efficient call navigation. - Users feel that **improvements are needed** in the solution part, assistance section, and overall efficiency of Convin.ai. - Users face challenges due to **inadequate AI capabilities** , affecting efficiency and accuracy during audits and call management. #### What Are Recent G2 Reviews of Convin.ai? **"[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) --- **"[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) --- #### 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 ### 16. [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) - **Quality of Support:** 8.3/10 (Category avg: 9.0/10) - **Ease of Use:** 8.7/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.3/10 (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:** https://www.linkedin.com/company/nice-systems/ (14,099 employees on LinkedIn®) - **Ownership:** NASDAQ: NICE **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Supervisor - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 52% Mid-Market, 34% Enterprise #### What Are NiCE CXone's Pros and Cons? **Pros:** - Ease of Use (29 reviews) - Features (21 reviews) - Efficiency (20 reviews) - Helpful (16 reviews) - Intuitive (13 reviews) **Cons:** - Call Issues (12 reviews) - Technical Issues (11 reviews) - Missing Features (10 reviews) - Poor Customer Support (10 reviews) - Delays (8 reviews) ### What Do G2 Reviewers Say About NiCE CXone? *AI-generated summary from verified user reviews* **Pros:** - Users value the **intuitive interface** of NiCE CXone, making it easy for new employees to navigate and utilize features. - Users value the **intuitive interface and tailored features** of NiCE CXone, facilitating easy adoption and excellent customer service. - Users commend the **intuitive interface** of NiCE CXone, facilitating easy onboarding and effective call management for enhanced service. - Users value the **intuitive interface** of NiCE CXone, making it easy for new employees to adapt quickly. - Users praise the **intuitive interface** of NiCE CXone, making it easy for newcomers and ensuring effective communication. **Cons:** - Users experience **call issues** with NiCE CXone, including dropped calls and difficulty in changing agent status. - Users experience **technical issues** with NiCE CXone, including lag, crashes, and frequent outages affecting performance. - Users are frustrated with the **missing features** in NiCE CXone, particularly in training support and reporting tools. - Users find the **poor customer support** frustrating, as contacting help directly can be challenging and unresponsive. - Users report experiencing **delays** in information retrieval and slow response times from support, impacting overall user satisfaction. #### 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) ### 17. [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:** 206 **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) - **Quality of Support:** 9.0/10 (Category avg: 9.0/10) - **Ease of Use:** 8.9/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.0/10 (Category avg: 8.8/10) **Who Is the Company Behind Level AI?** - **Seller:** [Level AI](https://www.g2.com/sellers/level-ai) - **Company Website:** https://thelevel.ai/ - **Year Founded:** 2018 - **HQ Location:** Mountain View, US - **Twitter:** @TheLevelAI (204 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/level-ai (212 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst, Supervisor - **Top Industries:** Consumer Services, Food & Beverages - **Company Size:** 56% Mid-Market, 33% Enterprise #### What Are Level AI's Pros and Cons? **Pros:** - Ease of Use (60 reviews) - Helpful (39 reviews) - Efficiency (32 reviews) - User Interface (29 reviews) - Accuracy (27 reviews) **Cons:** - Inaccuracy (17 reviews) - Slow Performance (14 reviews) - Accuracy Issues (11 reviews) - Translation Accuracy (11 reviews) - AI Inaccuracy (8 reviews) ### 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, finding the interface uncluttered and easy to navigate. - Users value the **helpful insights** provided by Level AI, improving customer service with quick access to accurate information. - Users find Level AI enhances **efficiency** by providing quick access to insights and improving QA processes. - Users praise the **intuitive interface** of Level AI, noting its ease of use and effectiveness in enhancing customer service. - Users praise the **accuracy** of Level AI, enhancing customer interactions with context-aware responses and data-driven insights. **Cons:** - Users experience **inaccuracy in AI QA scores** , leading to frustration and delays in monitoring evaluations. - Users experience **slow performance** with Level AI, hindering timely monitoring and feedback for agents. - Users express concerns about **accuracy issues** with Level AI scores, leading to frustration and inefficiencies in evaluations. - Users experience **translation accuracy issues** with Level AI, as it sometimes misinterprets accents and context in conversations. - Users are frustrated with **AI inaccuracy** , as scores are often incorrect and delays hinder performance monitoring. #### 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 ### 18. [Observe.AI](https://www.g2.com/products/observe-ai/reviews) Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with global brands, like DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. **Average Rating:** 4.6/5.0 **Total Reviews:** 217 **How Do G2 Users Rate Observe.AI?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10) - **Quality of Support:** 9.2/10 (Category avg: 9.0/10) - **Ease of Use:** 9.2/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.2/10 (Category avg: 8.8/10) **Who Is the Company Behind Observe.AI?** - **Seller:** [Observe.AI](https://www.g2.com/sellers/observe-ai) - **Company Website:** https://observe.ai - **Year Founded:** 2017 - **HQ Location:** San Francisco, California - **Twitter:** @observeAI (1,521 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/18090845/ (342 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Assistant Quality Assurance, Quality Analyst - **Top Industries:** Outsourcing/Offshoring, Consumer Services - **Company Size:** 66% Mid-Market, 22% Small-Business #### What Are Observe.AI's Pros and Cons? **Pros:** - Ease of Use (26 reviews) - Efficiency (20 reviews) - Helpful (19 reviews) - Artificial Intelligence (16 reviews) - Coaching (16 reviews) **Cons:** - Accuracy Issues (16 reviews) - Inaccuracy (15 reviews) - Inaccurate Data Analysis (12 reviews) - Call Issues (7 reviews) - Missing Features (7 reviews) ### What Do G2 Reviewers Say About Observe.AI? *AI-generated summary from verified user reviews* **Pros:** - Users find Observe.AI to be **easy to use** , enhancing agent performance and simplifying customer interaction analysis. - Users value the **efficiency** of Observe.AI in optimizing agent performance and enhancing customer interactions effortlessly. - Users find Observe.AI **highly helpful** for tracking call performance and enhancing coaching for agents' improvement. - Users value the **AI-powered insights** of Observe.AI for optimizing agent performance and enhancing customer interactions effectively. - Users value the **ease of coaching** with Observe.AI, enabling effective training and quick agent adaptation. **Cons:** - Users experience **accuracy issues** with Observe.AI, noting incomplete transcripts and misidentified words during calls. - Users often experience **inaccuracy in transcriptions** , with verbatim texts being incomplete or incorrectly captured. - Users find that **inaccurate data analysis** sometimes frustrates them, as verbatim from calls can lack precision. - Users often face **call issues** with Observe.AI, including inaccuracies in verbatim and difficulty with strong accents. - Users find **missing features** frustrating, particularly the lack of delete options and limited reporting capabilities. #### What Are Recent G2 Reviews of Observe.AI? **"[Turns Customer Conversations into Actionable Coaching Insights](https://www.g2.com/survey_responses/observe-ai-review-12263611)"** **Rating:** 5.0/5.0 stars *— Elizabeth H.* [Read full review](https://www.g2.com/survey_responses/observe-ai-review-12263611) --- **"[Powerful Analytics and Global Reach, But Complex Setup Requires Careful Management](https://www.g2.com/survey_responses/observe-ai-review-11836157)"** **Rating:** 4.5/5.0 stars *— Ifeoma E.* [Read full review](https://www.g2.com/survey_responses/observe-ai-review-11836157) --- #### What Are G2 Users Discussing About Observe.AI? - [What is Observe.AI used for?](https://www.g2.com/discussions/what-is-observe-ai-used-for) ### 19. [Balto](https://www.g2.com/products/balto/reviews) Balto is the AI workforce for the contact center. Balto delivers a complete contact center solution in a single license, uniting best-in-class Agent Assist, QA, Compliance, Coaching, Notes, and Insights in one cohesive platform. The result is value at every level of the organization: agents perform better, QA teams eliminate manual reviews, supervisors can coach at scale, and executive leaders gain clear visibility into conversation-driven business trends. Top-performing contact centers rely on Balto to protect revenue, reduce compliance risk, and improve customer experiences. To date, Balto has guided 500M+ conversations, supports 300+ customers, and leads our G2 category with 500+ five-star reviews. Products Include: - Real-Time Guidance (Agent Assist): Balto automatically provides agents with resources in real-time. - Quality Assurance: Balto automatically scores interactions. - Compliance: Balto automatically flags compliance issues. - Coaching: Balto automatically surfaces and delivers coaching recommendations. - Notes: Balto automatically summarizes conversations. - Insights: Balto automatically extracts insights from conversation data. **Average Rating:** 4.8/5.0 **Total Reviews:** 577 **How Do G2 Users Rate Balto?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.3/10) - **Quality of Support:** 9.6/10 (Category avg: 9.0/10) - **Ease of Use:** 9.6/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.4/10 (Category avg: 8.8/10) **Who Is the Company Behind Balto?** - **Seller:** [Balto](https://www.g2.com/sellers/balto) - **Company Website:** https://www.balto.ai/ - **Year Founded:** 2017 - **HQ Location:** St Louis, US - **Twitter:** @balto_ai (243 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16265721/ (162 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Medicare Sales Representative, MSR - **Top Industries:** Insurance, Consumer Services - **Company Size:** 48% Mid-Market, 24% Enterprise #### What Are Balto's Pros and Cons? **Pros:** - Ease of Use (49 reviews) - Helpful (48 reviews) - Accuracy (22 reviews) - Call Recording (16 reviews) - Customer Support (16 reviews) **Cons:** - Call Issues (20 reviews) - Accuracy Issues (12 reviews) - AI Inaccuracy (11 reviews) - Missing Features (9 reviews) - Pop-up Issues (7 reviews) ### What Do G2 Reviewers Say About Balto? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate Balto’s **ease of use** , finding it straightforward to navigate and beneficial for improving performance. - Users find Balto's **helpfulness** remarkable, saving significant time and enhancing customer interactions during calls. - Users rave about Balto's **accuracy** , appreciating its reliable prompts and effective call summaries for successful interactions. - Users value the **accuracy and detail** of Balto's call recordings, enhancing their overall call experience. - Users appreciate the **immediate support and guidance** from Balto, enhancing their overall communication efficiency. **Cons:** - Users report **call issues** with Balto, including bugs, timeouts, and difficulties in recording and retrieving notes. - Users find that Balto has **accuracy issues** , often providing vague answers and missing parts of conversations. - Users experience **AI inaccuracy** , noting vagueness and irrelevant suggestions that hinder effective communication. - Users express frustration with **missing features** like dynamic prompt stability and data loss during connection issues. - Users often face **pop-up issues** with Balto, which disrupt workflow and hinder focus during important conversations. #### What Are Recent G2 Reviews of Balto? **"[Balto Keeps Calls Confident, Compliant, and Natural with Real-Time Coaching](https://www.g2.com/survey_responses/balto-review-12794530)"** **Rating:** 5.0/5.0 stars *— Schantera M.* [Read full review](https://www.g2.com/survey_responses/balto-review-12794530) --- **"[The Pros and Cons of using Balto.](https://www.g2.com/survey_responses/balto-review-9832751)"** **Rating:** 4.0/5.0 stars *— Eric M.* [Read full review](https://www.g2.com/survey_responses/balto-review-9832751) --- #### What Are G2 Users Discussing About Balto? - [What is Balto used for?](https://www.g2.com/discussions/what-is-balto-used-for) ### 20. [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:** 436 **How Do G2 Users Rate evaluagent?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Quality of Support:** 9.1/10 (Category avg: 9.0/10) - **Ease of Use:** 8.9/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.1/10 (Category avg: 8.8/10) **Who Is the Company Behind evaluagent?** - **Seller:** [EvaluAgent](https://www.g2.com/sellers/evaluagent) - **Company Website:** https://www.evaluagent.com/ - **Year Founded:** 2012 - **HQ Location:** Middlesbrough, GB - **Twitter:** @evaluagent (1,109 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2505438/ (56 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Ambassador, Quality Assurance Manager - **Top Industries:** Financial Services, Consumer Services - **Company Size:** 64% Mid-Market, 17% Enterprise #### What Are evaluagent's Pros and Cons? **Pros:** - Ease of Use (117 reviews) - Helpful (66 reviews) - Improvement (62 reviews) - User Interface (47 reviews) - Navigation Ease (38 reviews) **Cons:** - Missing Features (22 reviews) - Layout Issues (20 reviews) - Not Intuitive (20 reviews) - Learning Curve (18 reviews) - Complexity (17 reviews) ### What Do G2 Reviewers Say About evaluagent? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of evaluagent, highlighting its intuitive layout and user-friendly dashboard. - Users appreciate the **user-friendly feedback system** of Evaluagent, enhancing team communication and evaluation clarity. - Users find Evaluagent **invaluable for improvement** , as it provides detailed feedback enhancing customer interaction and productivity. - Users appreciate the **intuitive user interface** , finding it easy to navigate and manage quality assurance processes effectively. - Users find **navigation exceptionally easy** , enabling efficient evaluations and seamless integration of features from the start. **Cons:** - Users find the **missing features** in EvaluAgent hinder usability, especially regarding feedback challenges and rule editing. - Users experience **layout issues** that hinder navigation and comprehension, impacting their overall effectiveness with the tool. - Users find the **interface not intuitive** , leading to confusion and difficulty navigating various sections and evaluations. - Users find the **steep learning curve** challenging, especially with navigation and numerous options for new users. - Users find the **complexity** of evaluagent challenging, especially for new users navigating numerous options and sections. #### What Are Recent G2 Reviews of evaluagent? **"[Combines Automation with Actionable Insights for QA](https://www.g2.com/survey_responses/evaluagent-review-12574995)"** **Rating:** 5.0/5.0 stars *— Wilson L.* [Read full review](https://www.g2.com/survey_responses/evaluagent-review-12574995) --- **"[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 ### 21. [Invoca](https://www.g2.com/products/invoca/reviews) Which of your campaigns drive the best phone leads? Are you losing sales because of bad call experiences? Are you getting credit for all of your conversions? Invoca helps businesses drive revenue growth by unlocking new data from calls, so they can acquire and retain more customers for less money. With Invoca's revenue execution platform, businesses are driving unbelievable results: • Marketing teams — like the one at Rogers Communications — are driving up lead quality and driving down acquisition costs by 82% • Contact centers — like the one at MoneySolver — are boosting agent performance and conversion rates by 100% • Multi-location businesses — like Renewal by Andersen — are increasing appointments set over the phone by nearly 50% Invoca is trusted by the world’s top brands, including AutoNation, Flagstar Bank, Mayo Clinic, Orkin, Subaru, and Verizon, as well as: • 6 of the top 10 US health systems • 4 of the top 6 US mortgage lenders • 5 of the top 10 US property & casualty insurance companies • 5 of the top 7 US telecommunications companies To see more customer results, visit www.invoca.com/customers. **Average Rating:** 4.5/5.0 **Total Reviews:** 926 **How Do G2 Users Rate Invoca?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10) - **Quality of Support:** 9.1/10 (Category avg: 9.0/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.3/10 (Category avg: 8.8/10) **Who Is the Company Behind Invoca?** - **Seller:** [Invoca](https://www.g2.com/sellers/invoca) - **Company Website:** https://www.invoca.com/ - **Year Founded:** 2008 - **HQ Location:** Santa Barbara, CA - **Twitter:** @Invoca (4,204 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/210676/ (387 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Digital Marketing Manager, Marketing Manager - **Top Industries:** Marketing and Advertising, Hospital & Health Care - **Company Size:** 38% Small-Business, 33% Mid-Market #### What Are Invoca's Pros and Cons? **Pros:** - Helpful (28 reviews) - Ease of Use (25 reviews) - Analytics (23 reviews) - Customer Support (20 reviews) - Attribution Accuracy (19 reviews) **Cons:** - Learning Curve (9 reviews) - Missing Features (9 reviews) - Call Issues (8 reviews) - Complexity (8 reviews) - Complex Setup (8 reviews) ### What Do G2 Reviewers Say About Invoca? *AI-generated summary from verified user reviews* **Pros:** - Users value the **excellent support** from Invoca, benefiting from dedicated specialists and responsive account management teams. - Users find Invoca's platform remarkably **easy to navigate** , thanks to helpful training and intuitive dashboards. - Users appreciate the **powerful analytics** of Invoca, revealing customer insights that optimize marketing efforts and enhance decisions. - Users commend Invoca's **knowledgeable and responsive customer support** , enhancing overall experience and ensuring effective problem resolution. - Users value the **attribution accuracy** of Invoca, enhancing their marketing efforts and driving sales effectively. **Cons:** - Users struggle with a **steep learning curve** , wishing for a better training system to improve efficiency and ease of use. - Users are frustrated by **missing features** like Spanish translation and complex integrations, limiting Invoca's functionality and scalability. - Users face **call issues** with Invoca, including lack of Spanish support and difficulties with complex tracking features. - Users find the **complexity of reporting setups** and integrations challenging, impacting effective use of Invoca's capabilities. - Users experience **complex setup** challenges with Invoca, requiring time and effort to fully integrate and customize. #### What Are Recent G2 Reviews of Invoca? **"[Smarter Call Routing and Campaign Tracking That Boosts Efficiency](https://www.g2.com/survey_responses/invoca-review-12640140)"** **Rating:** 4.5/5.0 stars *— Prajwal E.* [Read full review](https://www.g2.com/survey_responses/invoca-review-12640140) --- **"[Deep Call Insights and Proactive Support That Elevate Our Media Strategy](https://www.g2.com/survey_responses/invoca-review-12570137)"** **Rating:** 5.0/5.0 stars *— Verified User in Telecommunications* [Read full review](https://www.g2.com/survey_responses/invoca-review-12570137) --- #### What Are G2 Users Discussing About Invoca? - [What is Invoca used for?](https://www.g2.com/discussions/what-is-invoca-used-for) ### 22. [WhatConverts](https://www.g2.com/products/whatconverts/reviews) WhatConverts is an all-in-one lead tracking software for marketing agencies and their clients. WhatConverts automatically shows marketers and business owners how well their marketing is working. Use WhatConverts for call tracking, form tracking, and chat tracking for all leads. For PPC ads, WhatConverts offers keyword call tracking that reveals which campaigns work best. WhatConverts also has robust lead management and lead reporting. It's more than just call tracking software; it's a complete lead tracking, managing and reporting dashboard. **Average Rating:** 4.9/5.0 **Total Reviews:** 307 **How Do G2 Users Rate WhatConverts?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.3/10) - **Quality of Support:** 9.9/10 (Category avg: 9.0/10) - **Ease of Use:** 9.2/10 (Category avg: 9.0/10) - **Ease of Admin:** 9.4/10 (Category avg: 8.8/10) **Who Is the Company Behind WhatConverts?** - **Seller:** [WhatConverts](https://www.g2.com/sellers/whatconverts) - **Company Website:** https://www.whatconverts.com - **Year Founded:** 2014 - **HQ Location:** Charlotte, NC - **Twitter:** @whatconverts (273 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9313296/ (43 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, CEO - **Top Industries:** Marketing and Advertising, Construction - **Company Size:** 87% Small-Business, 12% Mid-Market #### What Are WhatConverts's Pros and Cons? **Pros:** - Customer Support (89 reviews) - Helpful (71 reviews) - Ease of Use (61 reviews) - Easy Setup (37 reviews) - Positive Experience (34 reviews) **Cons:** - Expensive (17 reviews) - Missing Features (13 reviews) - Learning Curve (12 reviews) - Integration Issues (10 reviews) - Learning Difficulty (9 reviews) ### What Do G2 Reviewers Say About WhatConverts? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **outstanding customer support** of WhatConverts, appreciating their quick responses and knowledgeable assistance. - Users value the **outstanding support** from WhatConverts, praising their knowledgeable and responsive assistance during integration issues. - Users appreciate the **ease of use** of WhatConverts, finding the platform intuitive and straightforward for daily tasks. - Users praise the **easy setup** of WhatConverts, finding it super frictionless and quick for integration with clients. - Users commend WhatConverts for its **exceptional customer support** , making problem resolution fast and efficient while ensuring successful outcomes. **Cons:** - Users recognize that WhatConverts can be **expensive** , but they believe the quality justifies the cost. - Users find **missing features for lead segmentation** limits their ability to classify leads effectively within WhatConverts. - Users encounter a **learning curve** with WhatConverts, especially in advanced reporting, but value the available support. - Users experience **integration issues** with WhatConverts, preferring more direct options over dependence on Zapier. - Users find the **learning curve challenging** , especially with advanced features that may overwhelm beginners. #### What Are Recent G2 Reviews of WhatConverts? **"[WhatConverts has been great! It allows us to track conversions across multiple platforms!](https://www.g2.com/survey_responses/whatconverts-review-6796323)"** **Rating:** 5.0/5.0 stars *— Yasser G.* [Read full review](https://www.g2.com/survey_responses/whatconverts-review-6796323) --- **"[Excellent User Experience with Highly Responsive Support](https://www.g2.com/survey_responses/whatconverts-review-12781413)"** **Rating:** 5.0/5.0 stars *— Zavier D.* [Read full review](https://www.g2.com/survey_responses/whatconverts-review-12781413) --- #### What Are G2 Users Discussing About WhatConverts? - [What is WhatConverts used for?](https://www.g2.com/discussions/what-is-whatconverts-used-for) - 1 comment ### 23. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise. **Average Rating:** 4.3/5.0 **Total Reviews:** 672 **How Do G2 Users Rate Sprinklr Service?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.3/10) - **Quality of Support:** 8.1/10 (Category avg: 9.0/10) - **Ease of Use:** 8.3/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.1/10 (Category avg: 8.8/10) **Who Is the Company Behind Sprinklr Service?** - **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr) - **Company Website:** https://www.sprinklr.com - **Year Founded:** 2009 - **HQ Location:** New York - **Twitter:** @Sprinklr (38,047 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,380 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Social Media Manager, Social Media Specialist - **Top Industries:** Consumer Services, Marketing and Advertising - **Company Size:** 41% Enterprise, 31% Mid-Market #### What Are Sprinklr Service's Pros and Cons? **Pros:** - Ease of Use (81 reviews) - Features (64 reviews) - Helpful (52 reviews) - Efficiency (47 reviews) - Customer Support (37 reviews) **Cons:** - Complexity (29 reviews) - Learning Curve (27 reviews) - Missing Features (26 reviews) - Slow Loading (23 reviews) - Steep Learning Curve (21 reviews) ### What Do G2 Reviewers Say About Sprinklr Service? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Sprinklr Service, finding it simple and effective for enhancing customer experience. - Users appreciate the **user-friendly interface** of Sprinklr Service, making social media management convenient and efficient. - Users appreciate the **professional and cooperative team** at Sprinklr, enhancing their overall experience with the platform. - Users value the **efficiency** of Sprinklr Service, managing multiple channels seamlessly from a single interface. - Users praise the **excellent customer support** of Sprinklr Service, noting their availability and commitment to enhancing user experience. **Cons:** - Users find the **complexity of the platform** overwhelming, hindering efficiency and requiring extensive training and troubleshooting. - Users find the **steep learning curve** of Sprinklr Service challenging, requiring extensive training and onboarding support. - Users note **missing features** in Sprinklr Service, requiring native posting for certain tasks, disrupting workflow efficiency. - Users experience **slow loading** times with Sprinklr Service, hindering efficiency and complicating their workflow transition. - Users find a **steep learning curve** with Sprinklr Service, especially newcomers and smaller teams needing extra training. #### What Are Recent G2 Reviews of Sprinklr Service? **"[A good chatbot platform for the website](https://www.g2.com/survey_responses/sprinklr-service-review-11601232)"** **Rating:** 4.5/5.0 stars *— Verified User in Consumer Goods* [Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-11601232) --- **"[Streamlines Social Media Management Perfectly](https://www.g2.com/survey_responses/sprinklr-service-review-8587157)"** **Rating:** 5.0/5.0 stars *— Waqar A.* [Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-8587157) --- ### 24. [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate seamless customer experiences across all channels. Built on a modern microservices architecture with open AI orchestration, Avaya Infinity enables organizations to intelligently manage voice, digital, email, and messaging interactions. It provides dynamic routing, AI-powered automation, and real-time orchestration—with the unique flexibility to deploy fully in the cloud, on-premises, or in a hybrid environment. Core Capabilities: Voice Handling: Intelligent routing, real-time transcription, smart-search call recording, noise cancellation, callback support, and browser-based WebRTC calling via OmniSDK. Digital Channels: Feature-rich web chat (read receipts, typing indicators, interactive buttons), Microsoft 365 email integration, and messaging across key consumer platforms. Workflow Orchestration: Low-code/no-code workflow design, AI-generated workflows, SLA-based dynamic queueing, and secure PCI execution to automate end-to-end customer journeys. Agent Desktop: A unified, browser-based client featuring seamless CRM integration, screenpops, click-to-dial, and customizable UI through Infinity Elements. Outbound Campaigns: Fully automated voice, SMS, and email outreach with Predictive, Progressive, and Preview dialing modes. Analytics & Reporting: Real-time dashboards, historical supervisor tools, and advanced business intelligence powered by a Databricks data lakehouse architecture. AI & Technology Foundation: Tandem Care (Agentic AI): Bespoke AI assistants that seamlessly collaborate with human agents, augmenting their capabilities to make them up to 10x more productive while preserving the human touch. Model Context Protocol (MCP): Enables open AI orchestration, allowing organizations to securely connect any AI model with internal tools and APIs without vendor lock-in. AI Performance Index (APIx): A comprehensive set of value-driven KPIs that measure the real-world impact and effectiveness of AI within your contact center. Flexible Deployment Models: Cloud: A fully managed, cloud-native platform delivering the complete Infinity capability set with zero on-premises infrastructure required. Hybrid: Combines cloud-hosted Infinity with existing on-premises infrastructure, allowing enterprises to protect legacy investments or sensitive data while adding modern digital capabilities. On-Premises: The full Infinity stack re-platformed to run in the customer's data center, designed for regulated industries with strict data sovereignty mandates. Key Benefits: True Omnichannel: Unbroken context and orchestration across voice, email, chat, SMS, and outbound touchpoints. Open Architecture: API-first design seamlessly integrates with any CRM, ERP, HRM, or back-office system. Operational Efficiency: Intelligent routing, automated workflows, and smart self-service dramatically reduce handle times and boost first-contact resolution. Continuous Innovation: A microservices foundation ensures zero-downtime upgrades and seamless scalability. Summary: Avaya Contact Center through Avaya Infinity serves mid-market to large enterprises seeking to modernize customer engagement without compromising on architectural control. It is ideal for organizations—particularly those in highly regulated industries—that require true omnichannel orchestration, advanced AI automation, and the flexibility to choose their exact deployment model. **Average Rating:** 4.1/5.0 **Total Reviews:** 153 **How Do G2 Users Rate Avaya Contact Center?** - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 9.3/10) - **Quality of Support:** 8.2/10 (Category avg: 9.0/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) - **Ease of Admin:** 7.8/10 (Category avg: 8.8/10) **Who Is the Company Behind Avaya Contact Center?** - **Seller:** [Avaya](https://www.g2.com/sellers/avaya) - **Year Founded:** 2000 - **HQ Location:** Morristown, NJ - **Twitter:** @Avaya (36,704 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1494/ (11,775 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Telecom engineer - **Top Industries:** Telecommunications, Information Technology and Services - **Company Size:** 52% Enterprise, 34% Mid-Market #### What Are Avaya Contact Center's Pros and Cons? **Pros:** - Calling Features (2 reviews) - Analytics (1 reviews) - Call Quality (1 reviews) - Connectivity (1 reviews) - Ease of Use (1 reviews) **Cons:** - Complexity (1 reviews) - Customization Difficulty (1 reviews) - Difficult Implementation (1 reviews) - Difficult Setup (1 reviews) - Error Handling (1 reviews) ### What Do G2 Reviewers Say About Avaya Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users value the **strength in enterprise voice and reporting** , facilitating seamless inbound and outbound calls anywhere. - Users commend Avaya Contact Center for its **robust analytics and reporting capabilities** , enhancing enterprise voice management. - Users commend the **excellent call quality** of Avaya Contact Center, enhancing communication and reporting capabilities. - Users value the **connectivity** of Avaya Contact Center, enabling seamless inbound and outbound calls from any location. - Users find Avaya Contact Center **easy to use** , appreciating the lack of complicated features for a smoother experience. **Cons:** - Users find the **complexity in deployment and configurations** of Avaya Contact Center challenging, affecting overall usability. - Users face **customization difficulty** with Avaya Contact Center, finding deployment and configuration processes overly complex. - Users face **difficult implementation** challenges with Avaya Contact Center, citing complexity in deployment and configurations. - Users find the **difficult setup** of Avaya Contact Center challenging due to complex deployment and configurations. - Users often face **lagged errors in authentication** and static line issues, impacting their overall experience with Avaya Contact Center. #### What Are Recent G2 Reviews of Avaya Contact Center? **"[Value for money](https://www.g2.com/survey_responses/avaya-contact-center-review-11691627)"** **Rating:** 5.0/5.0 stars *— Gandhi S.* [Read full review](https://www.g2.com/survey_responses/avaya-contact-center-review-11691627) --- **"[User-Friendly Platform, But Outdated Appearance](https://www.g2.com/survey_responses/avaya-contact-center-review-11822093)"** **Rating:** 4.0/5.0 stars *— Athena M.* [Read full review](https://www.g2.com/survey_responses/avaya-contact-center-review-11822093) --- ### 25. [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews) Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day. **Average Rating:** 4.6/5.0 **Total Reviews:** 149 **How Do G2 Users Rate Puzzel CX Platform?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10) - **Quality of Support:** 8.8/10 (Category avg: 9.0/10) - **Ease of Use:** 8.7/10 (Category avg: 9.0/10) - **Ease of Admin:** 8.5/10 (Category avg: 8.8/10) **Who Is the Company Behind Puzzel CX Platform?** - **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel) - **Company Website:** https://www.puzzel.com - **HQ Location:** Alna District, Oslo - **LinkedIn® Page:** https://www.linkedin.com/company/18006024 (344 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Telecommunications, Oil & Energy - **Company Size:** 51% Mid-Market, 23% Small-Business #### What Are Puzzel CX Platform's Pros and Cons? **Pros:** - Ease of Use (63 reviews) - Helpful (47 reviews) - Customer Support (46 reviews) - Efficiency (29 reviews) - User Interface (27 reviews) **Cons:** - Limited Customization (13 reviews) - Missing Features (13 reviews) - Complexity (9 reviews) - Learning Curve (9 reviews) - Poor Reporting (8 reviews) ### What Do G2 Reviewers Say About Puzzel CX Platform? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of Puzzel CX Platform to be beneficial for managing complex call flows effectively. - Users value the **helpful customer support** of Puzzel CX Platform, appreciating quick responses and effective issue resolution. - Users commend the **excellent customer support** from Puzzel, appreciating quick responses that enhance their experience. - Users value the **efficiency** of Puzzel CX Platform in streamlining processes and enhancing data gathering for improved performance. - Users value the **intuitive user interface** of Puzzel CX Platform, facilitating effective communication and operational oversight. **Cons:** - Users feel there are **limited customization** options in Puzzel CX Platform, restricting their ability to tailor reports effectively. - Users find the **missing features** in Puzzel CX Platform limit their control and complicate management tasks. - Users find the **complexity** of setting up and configuring Puzzel CX Platform to be quite challenging and frustrating. - Users report a **steep learning curve** with Puzzel CX Platform, making initial setup and mastery of features challenging. - Users find the **reporting capabilities lacking** , often needing external tools for comprehensive data analysis. #### What Are Recent G2 Reviews of Puzzel CX Platform? **"[Efficient CI Insights, Could Use Better Analytics](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12459024)"** **Rating:** 4.0/5.0 stars *— Søren S.* [Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12459024) --- **"[Valuable insights and the best support!](https://www.g2.com/survey_responses/puzzel-cx-platform-review-10422026)"** **Rating:** 5.0/5.0 stars *— Christina L.* [Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-10422026) --- ## What Is Speech Analytics Software? [Call & Contact Center Software](https://www.g2.com/categories/call-contact-center) ## What Software Categories Are Similar to Speech Analytics Software? - [Contact Center Software](https://www.g2.com/categories/contact-center) - [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence) - [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance)