1. [Home](https://www.g2.com/) 2. ... 3. [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) 4. [SQM CX Quality™ Discussions](https://www.g2.com/products/sqm-cx-quality/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c1552446554a926f652360b7436eb588/sqm-cx-quality.png "Product Avatar Image") ![Reward for good SQM CX Quality™ reviews](https://images.g2crowd.com/uploads/medal/image/1000576/212f778dec3426ba8515dfc66e1a29c1.svg "Reward for good SQM CX Quality™ reviews") ](/products/sqm-cx-quality/reviews) [ SQM CX Quality™ ](/products/sqm-cx-quality/reviews) (378)4.5/5 SQM's CX Quality product is an AutoCX software tool that helps contact centers predict, benchmark, diagnose, and improve customer experience. SQM's AutoCX software can evaluate 100% of customer interactions or operate using defined agent, team, or line-of-business quotas. Our predictive CX models measure key outcomes such as CSAT, First Call Resolution, and Call Resolution, with predicted CSAT achieving up to 95% alignment with post-call survey results. A key differentiator is benchmarking. SQM enables contact centers to compare CX performance against more than 500 leading contact center operations using standardized, benchmarkable CX metrics and KPIs. Organizations that achieve outstanding customer satisfaction performance can also earn SQM CX awards and badges that recognize excellence and help motivate agents and teams. SQM CX Quality™ is an AI-powered quality assurance and customer experience analytics platform designed to help contact centers measure, manage, and improve agent CX performance. According to G2 reviews, SQM CX Quality™ software ranks #1 in North America for user satisfaction. For enterprise contact centers, SQM can complement an existing CCaaS, QA, or WEM environment through our AutoCX Agent Measurement and CX Benchmark solutions. This enables organizations to add SQM's predictive CSAT, CX benchmarking, and customer-focused Auto QA capabilities without replacing their existing technology stack. As adoption expands, SQM CX Quality™ can also serve as the contact center's primary QA and CX performance management platform. AutoCX Scoring provides benchmarkable quality and customer experience KPIs, including 8 CX outcome metrics and 22 Moments of Truth metrics that measure customers' experiences when interacting with a contact center to resolve an inquiry, issue, or problem. SQM provides standardized CX metrics and KPIs so organizations can benchmark performance against their industry, leading contact centers, and internal business units. Customers can also customize CX, quality, and compliance metrics to support their specific operational and business requirements. SQM combines AutoCX measurement, predictive CSAT, CX benchmarking, agent improvement, and recognition in one platform, helping contact centers understand how they perform, how they compare, what is driving their CX results, and where to improve. Show More * * * ### 66.0 Nps Score Already have SQM CX Quality™? ### All SQM CX Quality™ Discussions Search Most CommentedMost HelpfulCommon QuestionsNewest All DiscussionsDiscussions with CommentsCommon QuestionsDiscussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Common Questions Newest Filter by All Discussions Discussions with Comments Common Questions Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • about 2 years ago More Options - [ # What needs improvement with mySQM QA Software to better support your quality assurance processes? ](/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes) What needs improvement with mySQM QA Software to better support your quality assurance processes? 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