# Sense Reviews **Vendor:** SystemsX **Category:** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Average Rating:** 5.0/5.0 **Total Reviews:** 1 ## About Sense Sense is an AI-powered conversation intelligence and quality assurance software platform designed to analyse customer phone calls and support performance management, compliance monitoring, and agent development. Sense automatically transcribes and analyses 100% of customer calls, removing the need for manual sampling or selective call reviews. Using configurable AI models, the platform evaluates conversations against defined quality metrics, compliance requirements, sentiment indicators, and behavioural criteria. This enables organisations to apply consistent quality standards across all customer interactions. The platform is used by sales teams, customer service teams, contact centres, and regulated organisations that rely on phone-based communication. Sense supports both agent-facing and manager-facing workflows. For agents, it provides structured feedback shortly after calls complete, including call summaries, identified follow-up actions, and suggested next steps. For managers and QA teams, Sense offers detailed visibility into call performance, trends, and compliance outcomes through reporting dashboards and alerts. Sense can be configured by call type, department, brand, and agent role, allowing different scoring frameworks to be applied to inbound sales calls, outbound calls, service enquiries, complaints, or administrative interactions. Compliance checks are defined by the organisation and reviewed automatically on every call, with clear reasoning provided for pass, fail, or partial outcomes. Behaviour and sentiment analysis help teams understand how customers respond emotionally and cognitively during conversations. The platform integrates with phone systems and CRMs, enabling call data, summaries, and insights to fit into existing operational workflows. Reporting tools provide aggregated views of performance over time, including call volumes, durations, average scores, and trends at agent, team, department, or brand level. Alerts can be configured to notify managers of events such as low scores, repeated compliance issues, or complaint-related calls. Sense is designed to support objective quality assurance, scalable call monitoring, and data-driven coaching without increasing manual review workload. Key features include: AI-based transcription and analysis of 100% of calls Configurable QA scorecards and compliance checks Call summaries, follow-up actions, and agent feedback Performance reporting and trend analysis Behaviour and sentiment insights Integrations with phone systems and CRMs ## Sense Pros & Cons **What users like:** - Users find that Sense improves **efficiency** in their QA processes, allowing more time for meaningful interactions with learners. (1 reviews) - Users value **time-saving capabilities** of Sense, allowing them to focus on impactful interactions with learners. (1 reviews) ## Sense Reviews ### 1. Streamlined QA Process That Saves Time and Drives Real Impact **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2025 **What do you like best about Sense?** It has helped me streamline my QA process, saving countless hours of time. This allows me to spend more time with my learners 1 to 1 where my work actually counts. **What do you dislike about Sense?** I have no notes, even when I have found faults with the system, I have passed those notes along and something gets done - new developments have even come out of my feedback. **What problems is Sense solving and how is that benefiting you?** It is saving me hours of time that I would have had to spend manually listening to and scoring calls for quality assurance. It is also giving me coaching direction that I would have potentially missed having done the work completely manually. - [View Sense pricing details and edition comparison](https://www.g2.com/products/systemsx-sense/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-16+21%3A23%3A36+-0500&secure%5Bsession_id%5D=54caeddd-9f9e-4df8-b6da-e3152701e7fc&secure%5Btoken%5D=41190c18eecf9d0808f61c02df0834991dfaafdd99f6a15a283a45e3a8b03137&format=llm_user) ## Sense Integrations - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) ## Sense Features **Quality Assurance** - Evaluation - Calibration - Reports **Engagement** - Feedback - Dashboards - Training **Performance** - Integrations - Compliance **Generative AI** - AI Text Generation - AI Text Summarization ## Top Sense Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,932 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,423 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) - 4.3/5.0 (2,352 reviews)