SQM CX Quality™ Reviews & Product Details

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.

Seller

SQM Group

Discussions

SQM CX Quality™ Community

Languages Supported

English

Solution Type

Best-of-Breed

Overview by

Amber Seale

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

View More Pricing Information

SQM CX Quality™ Integrations

(1)

Verified by SQM CX Quality™

G2 reviews are authentic and verified.

Here's how.

Verified User in Health, Wellness and Fitness

Claims Service Advocate 2

Enterprise (> 1000 emp.)

9/14/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Improve my performance"

5/5

What do you like best about SQM CX Quality™?

To have a "Very Satisfied" experience, not just a satisfactory one. SQM CX scores are tied directly to post-call survey results. Verify understanding before ending the call by asking if all questions have been answered and summarizing the resolution. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

An advocate can provide accurate information and follow procedures correctly but still receive a lower survey score because of factors outside their control, such as benefit limitations or claim outcomes. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Supervisr

Enterprise (> 1000 emp.)

8/19/2026

"Outdated and Inconsistent measurements"

0/5

Describe the project or task SQM CX Quality™ helped with:

None Review collected by and hosted on G2.com.

What do you like best about SQM CX Quality™?

I am a huge fan of NPS and have been involved with these metrics for 25 years. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

Based on the survey demographics it is misleading in how satisfaction is measured across an organization. It is also an inaccurate view of how employees are doing since it is also based on whether or not the person being surveyed likes the answer they get, believes that a perfect score is unreasonable and states no call is perfect and even understands the question as it applies. There is no way to change the results when they are unfairly applied and when an employee's job depends on a caller's misunderstanding of something the employee can't control, frustration with the caller's own lack of responsibility in the situations they call about or if they are just having a bad day. The employee is unfairly judged and sometimes reprimanded or fired. It creates a culture of telling them what they want to hear instead of helping them understand and move forward accurately. Review collected by and hosted on G2.com.

Recommendations to others considering SQM CX Quality™:

None Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

None Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Thank you for review of our mySQM™ - Customer Service QA Software.

We appreciate your feedback.

Sincerely,

SQM’s Team

Rodney F.

Customer Experience Supervisor

Enterprise (> 1000 emp.)

10/25/2023

"SQM"

4/5

What do you like best about SQM CX Quality™?

The ease of setting up reports and see full team goal progress. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

Some of the KPI's are confusing. Would help to have a 'legend' or FAQ regarding them. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Dear Rodney,

Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for giving us suggestions to improve the KPIs. We will bring your suggestions to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Enterprise (> 1000 emp.)

9/29/2026

"My experience with SQM has been great and very informative."

4/5

What do you like best about SQM CX Quality™?

I like how you are rewarded for doing a great or for getting good reviews. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

There wasn't anything that I can really say I didn't like about SQM. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

9/22/2026

"It has been good"

4/5

What do you like best about SQM CX Quality™?

It helps monitor our service to our members by focusing on key phrases Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

There is no room for adjustments and it is all the members perception and some things are company policy and out of my control Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Marcel M.

Sales Group Supervisor

Mid-Market (51-1000 emp.)

3/5/2026

"Exceptional Real-Time Guidance with an Easy, Customizable Experience"

5/5

What do you like best about SQM CX Quality™?

This software aims to deliver a high-quality experience, and I really appreciate the real-time feedback. It provides useful, meaningful input during calls, and the screen is customizable to fit my preferences. The performance has been exceptional, especially when it comes to offering real-time guidance. Overall, I love how easy it is to use and the range of options it includes. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

The platform strives to provide a high-quality experience, I can't think of anything I don't about this tool. I haven't experienced anything I haven't liked, it's a great device that helps with your calls. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Dear Marcel,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Ferdinand I.

Enterprise (> 1000 emp.)

9/24/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Very user friendly"

5/5

What do you like best about SQM CX Quality™?

Great tool to show responses of callers for agents in a call center to be able to see and reference for performance reviews. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I would like to see a direct link available on our AmeriHealth Insight Page if one does not already exist Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Mayhew T.

Sales Manager

Mid-Market (51-1000 emp.)

2/27/2026

"Intuitive, Seamless Integration, and Feature-Rich Quality Control"

5/5

What do you like best about SQM CX Quality™?

The platform is very intuitive, so it’s easy to navigate for both analysts and quality assurance agents without needing extensive training. It emphasizes accuracy and clarity in customer service quality control, which I really value. I also appreciate how seamlessly it integrates with existing tools, making onboarding and setup much simpler. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I honestly have nothing bad to say. Their customer service makes it incredibly easy to clear up any doubts or questions. On top of that, I really appreciate the wide range of features—everything from customizable dashboards and detailed reports to compliance tracking and performance analysis. Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

It has become one of the most valuable tools in my workflow. We use it frequently as part of our daily quality control process, and it always helps us with our monitoring and tracking tasks. It allows me to focus on training, process improvement, and enhancing the customer experience across the entire team. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Dear Mayhew,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

9/28/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"customer service Rep T2"

5/5

What do you like best about SQM CX Quality™?

Gives me the status and updates and how my performance is. I love reading what our members are saying about me Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

It was hard to understand how to read it Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Govind A.

Senior Quality Manager

Mid-Market (51-1000 emp.)

3/10/2026

"Well-Organized, Easy-to-Navigate Platform That Boosts Team Efficiency"

5/5

What do you like best about SQM CX Quality™?

I like that it's very well organized and easy to log in and access. I find it very easy to navigate, locate calls, and ensure my agents are aware of any achievements, opportunities, and coaching sessions. Its efficiency has allowed us to optimize our work, and I also appreciate the fact that we can directly download any data we need at any time. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

The truth is that I have not had any kind of inconvenience or problem, it adapts to the specific needs of all team members, helping supervisors and agents to identify specific areas for improvement. Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

It provided the quote management functionality our company needed to facilitate efficient and meaningful quality assurance training for our contact center colleagues. Furthermore, the visibility it provides for reports makes it easy to create and design different types of summary reports for performance management. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

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Dear Govind,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team