# Best Contact Center Quality Assurance Software

## How Many Contact Center Quality Assurance Software Products Does G2 Track?

**Total Products under this Category:** 168

### Category Stats (Aug 2026)

- **Average Rating:** 4.53/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** EdgeTier (+1.49%) - Among all products in this category, EdgeTier recorded the largest rating increase compared to last month

_Last updated: August 05, 2026_

## How Does G2 Rank Contact Center Quality Assurance Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 35,400+ Authentic Reviews
- 168+ 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.

## G2 Grid® for Contact Center Quality Assurance Software
 ![G2 Grid® for Contact Center Quality Assurance Software plotting products by satisfaction and market presence](https://www.g2.com/categories/contact-center-quality-assurance/grids.png?focus%5B%5D=5494&focus%5B%5D=1173&focus%5B%5D=1173027&focus%5B%5D=88148&focus%5B%5D=4215&focus%5B%5D=9177&focus%5B%5D=5511&focus%5B%5D=130653)

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), RingEX, my.SQM Auto QA, evaluagent, Genesys Cloud CX, ScorebuddyCX, Talkdesk, and Hiya Connect Branded Call.

Underlying data: [Grid® JSON](https://www.g2.com/categories/contact-center-quality-assurance/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=ringex&focus%5B%5D=my-sqm-auto-qa&focus%5B%5D=evaluagent&focus%5B%5D=genesys-cloud-cx&focus%5B%5D=scorebuddycx&focus%5B%5D=talkdesk&focus%5B%5D=hiya-connect-branded-call)

**Sponsored**

### SuccessKPI

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.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1989&secure%5Bchosen_at%5D=2026-08-06T11%3A02%3A19Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=126944&secure%5Bresource_id%5D=1989&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-quality-assurance&secure%5Btoken%5D=6f720d0c826c5a3a63d387f67f7f8de8864b1122b3bf1b96102256103d08ced8&secure%5Burl%5D=https%3A%2F%2Fsuccesskpi.com%2Fsolutions&secure%5Burl_type%5D=paid_promos)

### [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform

**Average Rating:** 4.4/5.0

**Total Reviews:** 6,969

#### How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.3/10)
- **Evaluation:** 8.8/10 (Category avg: 9.1/10)
- **Calibration:** 8.7/10 (Category avg: 8.9/10)
- **Integrations:** 8.7/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** www.salesforce.com
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce  
579,511 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c04f36289ca03aeff007197f1d9e74e925e328ed6bcfaff98911c78b3ab382f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3185%2F&secure%5Burl_type%5D=linkedin_company_website)  
83,223 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Salesforce Administrator, Salesforce Developer
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 42% Medium, 37% Large

#### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features.
- Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency.
- Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy.
- Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks.
- Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud.

##### Cons

- Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use.
- Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features.
- Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members.
- Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively.
- Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features.

#### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)?

**["The Evolution of Service: Bridging the Gap Between Data and Action."](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)**

**Rating:** 4.0/5.0 stars

_— Naampreet K._

[Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)

**["“Daily Use Review of Salesforce Service Cloud in Collections”"](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)**

**Rating:** 5.0/5.0 stars

_— Arnold D._

[Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)

#### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)?

- [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote
- [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments
- [What does customer self service require?](https://www.g2.com/discussions/what-does-customer-self-service-require)
- [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments
- [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system)

### [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:** 1,385

#### How Do G2 Users Rate RingEX?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.3/10)
- **Integrations:** 1.7/10 (Category avg: 8.8/10)

#### Who Is the Company Behind RingEX?

- **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral)
- **Company Website:** www.ringcentral.com
- **Year Founded:** 1999
- **HQ Location:** Belmont, CA
- **Twitter:** @RingCentral  
61,963 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c5feb596db1b6a55b89021e6c3d499a6bb38b1cce9bfb6bcc3e569df83d09956&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F60868%2F&secure%5Burl_type%5D=linkedin_company_website)  
6,726 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, CEO
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 57% Small, 34% Medium

#### What Do G2 Reviewers Say About RingEX?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of RingEX, finding it perfect for seamless communication and updates.
- Users value the **helpful customer support** of RingEX, enhancing their overall experience and satisfaction.
- Users value the **high-quality phone calls** from RingEX, enhancing communication in customer support with ease of use.
- Users find the **exceptional reliability and support** of RingEX invaluable for seamless communication and collaboration.
- Users commend the **reliability** of RingEX, ensuring consistent connections and high-quality communication experiences.

##### Cons

- Users find the **customer support lacking** , often facing challenges and unnecessary complexities when seeking assistance.
- Users find the **complex processes** frustrating, often needing support to navigate system administration and setup challenges.
- Users find the **difficulties with customer service** occasionally complicate resolutions and frustrate the overall experience.
- Users report frequent **call issues** with RingEX, including poor call tracking and frustratingly inadequate customer support.
- Users find the **customer support challenging** , often requiring extra steps for known issues and complicated administration.

#### What Are Recent G2 Reviews of RingEX?

**["RingEX Became My Main Calling App for Group Work"](https://www.g2.com/survey_responses/ringex-review-13169167)**

**Rating:** 5.0/5.0 stars

_— Aashu J._

[Read full review](https://www.g2.com/survey_responses/ringex-review-13169167)

**["Stable calls, solid messaging, and AI that actually helps after meetings"](https://www.g2.com/survey_responses/ringex-review-13097268)**

**Rating:** 4.5/5.0 stars

_— Omar S._

[Read full review](https://www.g2.com/survey_responses/ringex-review-13097268)

#### 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) - 2 comments
- [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)

### [my.SQM Auto QA](https://www.g2.com/it/products/my-sqm-auto-qa/reviews)

SQM sta rivoluzionando la QA dei contact center. La QA tradizionale ti dice se gli agenti hanno seguito lo script. SQM ti dice se il cliente è soddisfatto, a rischio o necessita di recupero. SQM è un leader nel software di automazione QA-CSAT che aiuta i contact center a migliorare la CX con approfondimenti CSAT predittivi accurati, metriche CX confrontabili, auto-coaching CX per agenti potenziato da GenAI e premi e distintivi di eccellenza CSAT che motivano gli agenti a dare il meglio. Il software di automazione QA di SQM prevede il CSAT per il 100% dei contatti con i clienti, raggiungendo fino al 95% di precisione, rispecchiando i sondaggi post-contatto effettivi — un cambiamento radicale per la QA. I punteggi CSAT sono confrontati con oltre 500 contact center leader e premi SQM, e forniscono distintivi CX per le organizzazioni che raggiungono risultati CSAT eccezionali. Il tool di automazione QA-CSAT my.SQM™ è una soluzione di analisi e reporting della qualità e dell'esperienza del cliente nei call center, alimentata dall'AI, per monitorare, gestire e motivare gli agenti a fornire una grande soddisfazione del cliente in ogni chiamata. Possiamo analizzare il 100% delle chiamate dei clienti con il nostro tool di automazione QA-CSAT my.SQM™. Negli ambienti aziendali, SQM spesso inizia potenziando l'ecosistema QA esistente con uno strato predittivo CSAT e di benchmarking che funziona insieme alla piattaforma CCaaS, QA o WEM esistente del cliente. Questo permette ai contact center di aggiungere le capacità di CSAT predittivo, benchmarking e Auto QA focalizzate sulla CX di SQM senza interrompere il loro attuale stack tecnologico. Con l'espansione dell'adozione, SQM può sostituire la piattaforma QA principale del contact center per misurare, gestire e migliorare sia le prestazioni CX che quelle di conformità. Il punteggio Auto QA/CX fornisce KPI di assicurazione qualità confrontabili, inclusi metriche di comportamento degli agenti come 25 metriche CX e 20 metriche di conformità delle chiamate, e punteggi predittivi di soddisfazione del cliente. Tutte le metriche CX, CSAT e di conformità sono confrontabili. Offriamo metriche e KPI QA standardizzati in modo da poter confrontare le tue prestazioni con quelle del tuo settore, dei call center delle organizzazioni leader o all'interno della tua azienda. Inoltre, per migliorare i tuoi approfondimenti QA, puoi personalizzare le tue metriche e KPI QA per soddisfare le esigenze della tua attività.

**Average Rating:** 4.5/5.0

**Total Reviews:** 354

#### How Do G2 Users Rate my.SQM Auto QA?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.5/10 (Category avg: 9.3/10)
- **Valutazione:** 9.0/10 (Category avg: 9.1/10)
- **Calibrazione:** 8.7/10 (Category avg: 8.9/10)
- **Integrazioni:** 8.5/10 (Category avg: 8.8/10)

#### Who Is the Company Behind my.SQM Auto QA?

- **Venditore:** [SQM Group](https://www.g2.com/it/sellers/sqm-group)
- **Sito web dell'azienda:** www.sqmgroup.com
- **Anno di Fondazione:** 1996
- **Sede centrale:** Coeur d'Alene, US
- **Twitter:** @SQMGroup\_  
1,847 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=56615c4ef30c7cd343359cacfeb68c4dda6b744550aacd96a5b27c74a538f5a6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsqm-group-inc-%2F&secure%5Burl_type%5D=linkedin_company_website)  
81 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Supervisor
- **Top Industries:** Assicurazioni, Servizi al consumatore
- **Company Size:** 37% Medium, 25% Large

#### What Do G2 Reviewers Say About my.SQM Auto QA?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti trovano l' **facilità d'uso** di my.SQM Auto QA eccezionale, migliorando la loro soddisfazione complessiva con la piattaforma.
- Gli utenti apprezzano il **sistema di feedback** di my.SQM Auto QA, migliorando l'apprendimento e migliorando efficacemente la qualità delle chiamate.
- Gli utenti apprezzano la **navigazione facile** di my.SQM Auto QA, trovandola semplice da esplorare e utilizzare.
- Gli utenti amano l' **accesso facile** alle informazioni, rendendo veloce ed efficiente il monitoraggio delle prestazioni e dei miglioramenti.
- Gli utenti trovano il **supporto di coaching** inestimabile per il miglioramento continuo e per migliorare le prestazioni del servizio clienti.

##### Cons

- Gli utenti esprimono frustrazione per i **problemi di chiamata** , desiderando un migliore accesso alle registrazioni e una copertura del servizio più ampia oltre le linee fisse.
- Gli utenti trovano la **complessità nel filtrare le informazioni** impegnativa, con molte metriche confuse e sezioni difficili da comprendere.
- Gli utenti trovano l' **analisi dei dati inaccurata** confusa, complicando la loro comprensione delle metriche e delle statistiche.
- Gli utenti affrontano problemi con **l'equità del punteggio** , poiché i sondaggi soggettivi e le recensioni negative influenzano pesantemente i loro punteggi.
- Gli utenti trovano la **navigazione opprimente** a causa dell'eccessiva quantità di informazioni e delle molteplici schede necessarie per accedere ai rapporti.

#### What Are Recent G2 Reviews of my.SQM Auto QA?

**["Integrazione intuitiva, senza soluzione di continuità e controllo qualità ricco di funzionalità"](https://www.g2.com/it/survey_responses/my-sqm-auto-qa-review-12417750)**

**Rating:** 5.0/5.0 stars

_— Mayhew T._

[Read full review](https://www.g2.com/it/survey_responses/my-sqm-auto-qa-review-12417750)

**["Guida eccezionale in tempo reale con un'esperienza facile e personalizzabile"](https://www.g2.com/it/survey_responses/my-sqm-auto-qa-review-12443758)**

**Rating:** 5.0/5.0 stars

_— Marcel M._

[Read full review](https://www.g2.com/it/survey_responses/my-sqm-auto-qa-review-12443758)

#### What Are G2 Users Discussing About my.SQM Auto QA?

- [Cosa deve essere migliorato nel software mySQM QA per supportare meglio i tuoi processi di assicurazione della qualità?](https://www.g2.com/it/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes)

### [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:** 439

#### How Do G2 Users Rate evaluagent?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10)
- **Evaluation:** 9.2/10 (Category avg: 9.1/10)
- **Calibration:** 8.9/10 (Category avg: 8.9/10)
- **Integrations:** 8.5/10 (Category avg: 8.8/10)

#### Who Is the Company Behind evaluagent?

- **Seller:** [EvaluAgent](https://www.g2.com/sellers/evaluagent)
- **Company Website:** www.evaluagent.com
- **Year Founded:** 2012
- **HQ Location:** Middlesbrough, GB
- **Twitter:** @evaluagent  
1,109 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=50adebb358831f2215e0cd66ef624d136bce9a9eaef466777e379e5c9964ae56&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2505438%2F&secure%5Burl_type%5D=linkedin_company_website)  
52 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Ambassador, Quality Assurance Manager
- **Top Industries:** Financial Services, Consumer Services
- **Company Size:** 64% Medium, 18% Large

#### What Do G2 Reviewers Say About evaluagent?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of EvaluAgent, benefiting from clear checklists and user-friendly feedback options.
- Users find evaluagent **user-friendly and helpful** , enjoying its straightforward setup and valuable insights for support conversations.
- Users love the **user-friendly interface** of evaluagent, making it easy to navigate and enhancing learning experiences.
- Users value the **intuitive design** of EvaluAgent, finding it easy to enhance customer service skills through straightforward feedback.
- Users value the **easy navigation** of EvaluAgent, allowing quick access to essential features and insights effortlessly.

##### Cons

- Users note the **missing features** in Evaluagent, particularly for messaging and advanced reporting options.
- Users note **layout issues** with EvaluAgent, citing difficulties in navigation and a need for a more modern design.
- Users find EvaluAgent's interface to be **not intuitive** , making navigation challenging and frustrating, especially for newcomers.
- Users find the **complexity of features** to be overwhelming, making navigation and onboarding more difficult than necessary.
- Users find the **filtering issues** in Evaluagent challenging, complicating the management of reports and data views.

#### 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

### [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:** 1,468

#### 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)
- **Evaluation:** 8.8/10 (Category avg: 9.1/10)
- **Calibration:** 8.6/10 (Category avg: 8.9/10)
- **Integrations:** 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:** www.genesys.com
- **Year Founded:** 1990
- **HQ Location:** Menlo Park, CA
- **Twitter:** @Genesys  
32,180 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3547218b0d552bcecdf111c8d197252c4dce8c2ddc2ffe5bceabde22115e5fc1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F601919%2F&secure%5Burl_type%5D=linkedin_company_website)  
8,569 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Case Advocate, Manager
- **Top Industries:** Information Technology and Services, Financial Services
- **Company Size:** 45% Medium, 40% Large

#### What Do G2 Reviewers Say About Genesys Cloud CX?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Genesys Cloud CX to be **exceptionally easy to use** , empowering business users to independently manage configurations.
- Users value the **continuous feature evolution** of Genesys Cloud CX, enhancing contact center operations and user satisfaction.
- Users value the **reliability** of Genesys Cloud CX, praising its accessibility and support for business continuity.
- Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying contact center operations across multiple channels.
- Users appreciate the **intuitive interface** of Genesys Cloud CX, enhancing management of customer interactions and workforce performance.

##### Cons

- Users note the **limited features** of Genesys Cloud CX, particularly in voice translation and tool availability.
- Users note the **missing features** in Genesys Cloud CX, including limited dashboard customization and complex reporting options.
- Users find the **complexity of the interface** challenging, especially for newcomers navigating multiple features and settings.
- Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, requiring extra effort for basic insights.
- Users find the **learning curve steep** with Genesys Cloud CX, as the interface and features can be confusing initially.

#### What Are Recent G2 Reviews of Genesys Cloud CX?

**["Centralized Omnichannel Power with Insightful Real-Time Reporting"](https://www.g2.com/survey_responses/genesys-cloud-cx-review-13150184)**

**Rating:** 5.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-13150184)

**["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)

#### 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) - 3 comments, 2 upvotes
- [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)

### [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews)

AI-Powered CX Intelligence for Contact Centers ScorebuddyCX is a CX intelligence platform that connects AI quality assurance, conversation analytics, business intelligence, and agent development in one place. Get a complete picture of what's happening across every customer conversation with AI Auto Scoring at 90%+ accuracy. Find the patterns and signals that matter, share them with every team that needs them, from QA and operations to product, marketing, sales, and the C-suite, and close the loop with integrated coaching & learning that turns this intelligence layer into measurable business impact. Trusted by organizations in financial services, betting and gaming, BPO, retail, and more. Visit http://www.scorebuddycx.com to see full case studies and customer outcomes. Key features: -AI Auto Scoring: Score 100% of conversations with AI scorecards built to your own standards, at 90%+ accuracy. -Conversation Analytics: Understand why customers reach out, how they feel, and what's driving contact volumes. -QA for Agents: Build a QA process agents can trust, with consistent scoring and full visibility for managers and agents alike. -QA for Bots: Catch hallucinations, guardrail violations, and off-brand responses before they reach your customers. -Business Intelligence: Share CX intelligence across the business with custom dashboards and reports for every team. -Integrated Coaching: Find every coaching opportunity and act on it faster, with plans built on complete performance data. -Learning Management System: Assign targeted learning the moment conversation data reveals a skill gap.

**Average Rating:** 4.5/5.0

**Total Reviews:** 825

#### How Do G2 Users Rate ScorebuddyCX?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10)
- **Evaluation:** 9.3/10 (Category avg: 9.1/10)
- **Calibration:** 8.9/10 (Category avg: 8.9/10)
- **Integrations:** 8.4/10 (Category avg: 8.8/10)

#### Who Is the Company Behind ScorebuddyCX?

- **Seller:** [ScorebuddyCX](https://www.g2.com/sellers/scorebuddycx)
- **Company Website:** www.scorebuddycx.com
- **Year Founded:** 2001
- **HQ Location:** Dublin
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=dcc58068ad2bf933d8ca79c6c4d4dd2be7a2ebf8e9cc26b5c5872bfb6b0d7abf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2587098%2F&secure%5Burl_type%5D=linkedin_company_website)  
66 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** PCI Compliance Specialist, Team Leader
- **Top Industries:** Consumer Services, Financial Services
- **Company Size:** 59% Medium, 21% Small

#### What Do G2 Reviewers Say About ScorebuddyCX?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly interface** of ScorebuddyCX, enabling smooth implementation and effortless navigation for all team members.
- Users appreciate the **customizable scorecards and powerful analytics** of ScorebuddyCX, enhancing measurable and developmental quality assurance.
- Users value the **streamlined coaching process** in ScorebuddyCX, enhancing collaboration and visibility for improved performance tracking.
- Users value the **efficiency** of ScorebuddyCX in quality assurance, enhancing clarity and streamlining the evaluation process.
- Users appreciate the **simplicity and ease of use** of ScorebuddyCX, enhancing QA processes and providing valuable insights.

##### Cons

- Users find the **missing filtering options** in ScorebuddyCX limits efficiency and complicates review management.
- Users find ScorebuddyCX's **reporting capabilities limited** , requiring extra steps and support for advanced data analysis.
- Users find **layout issues** with ScorebuddyCX, citing outdated design and difficulty in report filtering as major drawbacks.
- Users experience **slow loading** times and occasional lag, hindering efficiency and complicating workflow during peak usage.
- Users report **scoring issues** with ScorebuddyCX, leading to inaccuracies and unviewable scores for reviewed calls.

#### What Are Recent G2 Reviews of ScorebuddyCX?

**["Simple, Powerful Quality Monitoring with Highly Customizable Scorecards"](https://www.g2.com/survey_responses/scorebuddycx-review-12473682)**

**Rating:** 5.0/5.0 stars

_— Leumas U._

[Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12473682)

**["Easy-to-Use Interface with Game-Changing Calibration Prompts"](https://www.g2.com/survey_responses/scorebuddycx-review-12334211)**

**Rating:** 4.5/5.0 stars

_— Jamie M._

[Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12334211)

#### What Are G2 Users Discussing About ScorebuddyCX?

- [What does Scorebuddy do?](https://www.g2.com/discussions/what-does-scorebuddy-do) - 3 comments, 2 upvotes
- [What is the Scorebuddy internal messaging service?](https://www.g2.com/discussions/what-is-the-scorebuddy-internal-messaging-service)
- [How do you use Scorebuddy?](https://www.g2.com/discussions/how-do-you-use-scorebuddy) - 3 comments
- [What is Scorebuddy?](https://www.g2.com/discussions/what-is-scorebuddy) - 1 comment, 1 upvote

### [Hiya Connect Branded Call](https://www.g2.com/products/hiya-connect-branded-call/reviews)

Your customers and prospects are ignoring your legitimate business calls because they see an unknown number - and they don't know it's you. Hiya Connect Branded Call allows companies to display their business name on outbound calls made to over 500M+ mobile phones worldwide. The growth of spam, scam and fraud calls has eroded trust on the voice channel. 87% of consumers won't answer a call when they see an unknown number on their screen. This inability to effectively reach customers via phone is eroding customer satisfaction and retention - and ultimately your bottom line. Branded caller ID allows companies to control how their outbound calls display on the call recipients' device by each individual phone number. Create better customer experiences and optimize your outbound calling operations with adding identity to your outbound calls with Hiya Connect Branded Call.

**Average Rating:** 4.7/5.0

**Total Reviews:** 136

#### How Do G2 Users Rate Hiya Connect Branded Call?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10)
- **Evaluation:** 9.0/10 (Category avg: 9.1/10)
- **Calibration:** 8.8/10 (Category avg: 8.9/10)
- **Integrations:** 8.7/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Hiya Connect Branded Call?

- **Seller:** [Hiya](https://www.g2.com/sellers/hiya)
- **Company Website:** www.hiya.com
- **Year Founded:** 2016
- **HQ Location:** Seattle, US
- **Twitter:** @hiya  
6,463 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8a6efeb807ec8c83a6af1ff93ad669524ae04e13a5703fda6a24f5ebd46548e6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhiyainc&secure%5Burl_type%5D=linkedin_company_website)  
240 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services, Insurance
- **Company Size:** 47% Medium, 38% Small

#### What Do G2 Reviewers Say About Hiya Connect Branded Call?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Hiya Connect Branded Call's **ease of use** beneficial, greatly enhancing their workflow and call management.
- Users appreciate the **ease of use and security** provided by Hiya Connect Branded Call, enhancing their business communication.
- Users appreciate the **easy setup** of Hiya Connect Branded Call, making configuration and management hassle-free.
- Users appreciate the **responsive customer support** of Hiya Connect Branded Call, enhancing their overall experience and effectiveness.
- Users value the **reliability** of Hiya Connect, enhancing security and significantly improving call pickup and return rates.

##### Cons

- Users report **call issues** due to limited device and carrier support, hampering overall effectiveness and coverage.
- Users find Hiya Connect to be **expensive** compared to alternatives, limiting its appeal for small businesses.
- Users report **number issues** with Hiya Connect, impacting brand trust and complicating number management in EMEA.
- Users express frustration with **poor reporting** that lacks timely updates and cumulative reporting capabilities, detracting from overall experience.
- Users note the **limited feature set** of Hiya Connect Branded Call, restricting device compatibility and functionality.

#### What Are Recent G2 Reviews of Hiya Connect Branded Call?

**["Effortless Branding with Boosted Call Recognition"](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)**

**Rating:** 4.5/5.0 stars

_— Aaron W._

[Read full review](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)

**["Essential for Outgoing Calls"](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12771144)**

**Rating:** 4.5/5.0 stars

_— Alexandre B._

[Read full review](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12771144)

#### What Are G2 Users Discussing About Hiya Connect Branded Call?

- [What is Hiya Connect used for?](https://www.g2.com/discussions/what-is-hiya-connect-used-for) - 3 comments

### [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:** 2,477

#### How Do G2 Users Rate Talkdesk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10)
- **Evaluation:** 9.1/10 (Category avg: 9.1/10)
- **Calibration:** 9.0/10 (Category avg: 8.9/10)
- **Integrations:** 9.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Talkdesk?

- **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk)
- **Company Website:** www.talkdesk.com
- **Year Founded:** 2011
- **HQ Location:** Palo Alto, CA
- **Twitter:** @talkdesk  
6,959 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4e0e5af292863ff50ed178e452cdc1e6f02d6fe9d8fce3e273f8df1fa193ff21&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2837787%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,396 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Supervisor, Customer Service Representative
- **Top Industries:** Consumer Services, Computer Software
- **Company Size:** 60% Medium, 20% Large

#### What Do G2 Reviewers Say About Talkdesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Talkdesk, enabling efficient tracking of calls and enhancing overall productivity.
- Users appreciate the **efficiency** of Talkdesk, enabling smooth communication across platforms and improved customer service operations.
- Users appreciate the **comprehensive features** of Talkdesk, enabling efficient workflows and enhancing customer interactions.
- Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and communication for customer support teams.
- Users praise Talkdesk for its **exceptional customer support** and seamless integration that enhances team efficiency.

##### Cons

- Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations.
- Users often face **technical issues** with Talkdesk, including dropped calls and system glitches requiring frequent restarts.
- Users find the **missing features** in Talkdesk frustrating, hindering efficiency and workflow during calls and ticket management.
- Users experience **notification issues** with Talkdesk, leading to unexpected offline status changes and frustrating technical problems.
- Users often face **connection issues** with Talkdesk, causing frustrating delays and requiring frequent application restarts.

#### What Are Recent G2 Reviews of Talkdesk?

**["Omnichannel Support, Data Driven AI, Full of Capabilities"](https://www.g2.com/survey_responses/talkdesk-review-11334066)**

**Rating:** 4.0/5.0 stars

_— Tyra S._

[Read full review](https://www.g2.com/survey_responses/talkdesk-review-11334066)

**["Reliable Platform That Boosts Agent Productivity"](https://www.g2.com/survey_responses/talkdesk-review-13189678)**

**Rating:** 4.5/5.0 stars

_— Jon G._

[Read full review](https://www.g2.com/survey_responses/talkdesk-review-13189678)

#### 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

### [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews)

Playvox provides a flexible, comprehensive digital-first Quality Management solution that lets you go beyond basic Quality Assurance (QA) to full Quality Management (QM) so that you don't just identify problems, you fix them. Coaching and resolution tools are included standard, allowing you to engage and develop employees before the issue occurs.

**Average Rating:** 4.8/5.0

**Total Reviews:** 1,053

#### How Do G2 Users Rate Playvox Quality Management?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.3/10)
- **Evaluation:** 9.7/10 (Category avg: 9.1/10)
- **Calibration:** 9.6/10 (Category avg: 8.9/10)
- **Integrations:** 9.6/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Playvox Quality Management?

- **Seller:** [Playvox](https://www.g2.com/sellers/playvox)
- **Year Founded:** 2012
- **HQ Location:** Sunnyvale, CA
- **Twitter:** @PlayVoxCX  
1,675 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b15d2d64fa41a2a03018f7055c1e37412e5d9b77d93fa2331fb66bae1c080c2e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1085709%2F&secure%5Burl_type%5D=linkedin_company_website)  
40 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative, Customer Experience
- **Top Industries:** Consumer Services, Banking
- **Company Size:** 58% Medium, 34% Large

#### What Do G2 Reviewers Say About Playvox Quality Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Playvox Quality Management to be **very easy to navigate** and user-friendly, enhancing daily productivity.
- Users appreciate the **efficiency** of Playvox Quality Management, enabling easy tracking and improvement of performance standards.
- Users value the **customizable QA scorecards** of Playvox, enhancing quality assurance efficiency and clarity in evaluations.
- Users value the **excellent customer support** provided by Playvox, enhancing collaboration and performance improvement.
- Users praise the **intuitive evaluation process** of Playvox, enhancing feedback delivery and streamlining quality monitoring.

##### Cons

- Users find **limited customization** options in Playvox Quality Management hinder their ability to tailor the platform to their needs.
- Users find the **missing features** of Playvox Quality Management, like limited dispute raising and interface customization, frustrating.
- Users find **poor reporting** capabilities in Playvox Quality Management, noting a lack of advanced filters and flexibility.
- Users experience **update issues** that hinder KPI visibility and affect workflow, including system downtime during updates.
- Users note that the **ineffectiveness of quality disputes** often leaves them unresolved in the chat window with QA analysts.

#### What Are Recent G2 Reviews of Playvox Quality Management?

**["evaluation use"](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)**

**Rating:** 5.0/5.0 stars

_— Dayane A._

[Read full review](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)

**["A comprehensive tool to improve quality and optimize team management"](https://www.g2.com/survey_responses/playvox-quality-management-review-6978172)**

**Rating:** 5.0/5.0 stars

_— Luis A._

[Read full review](https://www.g2.com/survey_responses/playvox-quality-management-review-6978172)

#### What Are G2 Users Discussing About Playvox Quality Management?

- [What is Playvox used for?](https://www.g2.com/discussions/what-is-playvox-used-for) - 1 comment

### [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/it/products/five9-intelligent-cloud-contact-center-platform/reviews)

Fondata nel 2001 e con sede a San Ramon, California, Five9 si è evoluta in un leader globale nel settore CX con oltre 2.500 clienti in tutto il mondo. Come pioniere nella tecnologia dei contact center cloud, Five9 serve organizzazioni di vari settori che cercano di trasformare le esperienze dei clienti attraverso interazioni intelligenti e personalizzate. Con oltre 1.400 partner a livello globale e 2.700 dipendenti, Five9 combina una profonda esperienza nel CX con tecnologia innovativa per aiutare i marchi a ottenere migliori risultati aziendali. La piattaforma Five9 Intelligent CX offre una suite completa di soluzioni, tra cui coinvolgimento omnicanale, assistenza agli agenti, coinvolgimento della forza lavoro e automazione basata sull'IA. Five9 Genius AI integra intelligenza artificiale pratica in tutta la piattaforma, consentendo percorsi cliente iper-personalizzati in cui Agenti AI e Agenti Umani lavorano fianco a fianco. La nostra piattaforma aperta e nativa del cloud si integra senza sforzo con i principali sistemi CRM e aziendali, garantendo che le aziende possano personalizzare le esperienze massimizzando l'agilità operativa. Five9 trasforma il CX da esperienze frammentate e frustranti in percorsi senza soluzione di continuità guidati dall'IA che anticipano le esigenze dei clienti. Combinando l'efficienza dell'IA con il tocco umano, le aziende possono offrire esperienze migliori a costi inferiori, trasformando i loro contact center da centri di costo in risorse strategiche. Con un'affidabilità leader nel settore (99,999% di uptime), una profonda esperienza nel CX e un approccio di partnership consultiva, Five9 aiuta le aziende a sbloccare l'efficienza, aumentare la soddisfazione del cliente e promuovere la fedeltà a lungo termine. Con Five9, il Nuovo CX Inizia Qui—dove la gioia del cliente diventa una forza trainante per la crescita aziendale.

**Average Rating:** 4.1/5.0

**Total Reviews:** 604

#### How Do G2 Users Rate Five9 Intelligent Cloud Contact Center Platform?

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.6/10 (Category avg: 9.3/10)
- **Valutazione:** 8.5/10 (Category avg: 9.1/10)
- **Calibrazione:** 8.4/10 (Category avg: 8.9/10)
- **Integrazioni:** 8.8/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform?

- **Venditore:** [Five9](https://www.g2.com/it/sellers/five9)
- **Sito web dell'azienda:** www.Five9.com
- **Anno di Fondazione:** 2001
- **Sede centrale:** San Ramon, CA
- **Twitter:** @Five9  
14,856 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9ab47fa8489c7a54b5afa3a30c5a95276dbcdfd37f1e12bcd69df7e9622d7f85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F16827%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,127 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative, Manager
- **Top Industries:** Servizi al consumatore, Servizi finanziari
- **Company Size:** 56% Medium, 23% Small

#### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti amano l' **interfaccia intuitiva** di Five9, trovandola semplice da navigare e facile da implementare.
- Gli utenti elogiano il **supporto clienti reattivo** di Five9, sottolineando la sua priorità nel risolvere le preoccupazioni tempestivamente.
- Gli utenti apprezzano il **servizio clienti eccezionale** di Five9, evidenziando la reattività e l'utilità nella loro esperienza.
- Gli utenti apprezzano il **supporto reattivo e utile** di Five9, migliorando la loro esperienza complessiva e le capacità di integrazione.
- Gli utenti apprezzano l' **efficienza** di Five9, beneficiando di funzionalità impressionanti che migliorano le interazioni con i clienti e il monitoraggio della produttività.

##### Cons

- Gli utenti affrontano **problemi di chiamata** che ostacolano la segnalazione accurata e la valutazione delle prestazioni, complicando l'esperienza del contact center.
- Gli utenti notano **funzionalità mancanti** come un'interfaccia utente moderna e opzioni di ricerca efficienti, che influiscono sull'usabilità e sulla funzionalità.
- Gli utenti trovano la **complessità** dell'interfaccia e delle funzionalità di reportistica di Five9 piuttosto impegnativa e confusa.
- Gli utenti segnalano **problemi tecnici** con Five9, inclusi risposte lente dal supporto e occasionali malfunzionamenti che interrompono il servizio.
- Gli utenti segnalano che un **supporto clienti scadente** porta a ritardi frustranti e difficoltà nella risoluzione dei problemi e nella configurazione.

#### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform?

**["Piattaforma web veloce e intuitiva con supporto affidabile"](https://www.g2.com/it/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)**

**Rating:** 5.0/5.0 stars

_— Aldo O._

[Read full review](https://www.g2.com/it/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)

**["Piattaforma facile da usare con eccellente supporto agenti"](https://www.g2.com/it/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)**

**Rating:** 5.0/5.0 stars

_— Kimika W._

[Read full review](https://www.g2.com/it/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)

#### What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform?

- [A cosa serve Five9?](https://www.g2.com/it/discussions/five9-what-is-five9-used-for) - 2 comments
- [A cosa serve Five9?](https://www.g2.com/it/discussions/what-is-five9-used-for) - 1 comment
- [What is the best call center software?](https://www.g2.com/it/discussions/what-is-the-best-call-center-software)
- [How much is five9 cost?](https://www.g2.com/it/discussions/how-much-is-five9-cost)
- [Five9 ha un'app mobile?](https://www.g2.com/it/discussions/does-five9-have-a-mobile-app) - 2 comments

### [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:** 579

#### How Do G2 Users Rate Balto?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.3/10)
- **Evaluation:** 9.6/10 (Category avg: 9.1/10)
- **Calibration:** 9.5/10 (Category avg: 8.9/10)
- **Integrations:** 9.5/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Balto?

- **Seller:** [Balto](https://www.g2.com/sellers/balto)
- **Company Website:** www.balto.ai
- **Year Founded:** 2017
- **HQ Location:** St Louis, US
- **Twitter:** @balto\_ai  
243 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3cc9e9cbafaa6a63e7a778747e3b37acb55b15f89faccf9bcef7de766a902726&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F16265721%2F&secure%5Burl_type%5D=linkedin_company_website)  
162 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Medicare Sales Representative, MSR
- **Top Industries:** Insurance, Consumer Services
- **Company Size:** 48% Medium, 25% Large

#### What Do G2 Reviewers Say About Balto?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Balto to be **easy to use** , enhancing their performance and providing seamless access to notes and calls.
- Users find Balto's **time-saving features** invaluable, streamlining calls and enhancing customer interactions effortlessly.
- Users praise Balto for its **accuracy** , providing reliable support that enhances performance during calls and transactions.
- Users admire the **call recording feature** of Balto for its accuracy and detailed summaries of each call.
- Users rave about Balto's **immediate support and guidance** , enhancing efficiency and boosting confidence during client interactions.

##### Cons

- Users face **call issues** with Balto, including bugs, app timeouts, and difficulties retrieving past call notes.
- Users experience **accuracy issues** with Balto, finding it vague and sometimes not responsive to their input.
- Users find Balto's suggestions to be **inaccurate and sometimes vague** , which hampers effective communication during calls.
- Users are frustrated by the **missing features** in Balto, including disappearing prompts and data loss on connection issues.
- Users often experience **pop-up issues** with Balto, finding them obstructive and distracting during calls, impacting workflow.

#### 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)

### [Level AI](https://www.g2.com/it/products/level-ai/reviews)

Level AI è il livello di intelligenza e orchestrazione per l'esperienza del cliente. Analizziamo il 100% delle interazioni con i clienti attraverso voce, chat, email e messaggistica per trasformare conversazioni non strutturate in approfondimenti misurabili e automazione. Dalla Voce del Cliente e approfondimenti sul percorso alla qualità automatizzata, coaching in tempo reale e agenti AI, Level AI aiuta i team a migliorare i risultati per i clienti, le prestazioni operative e la crescita redditizia.

**Average Rating:** 4.6/5.0

**Total Reviews:** 211

#### How Do G2 Users Rate Level AI?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.1/10 (Category avg: 9.3/10)
- **Valutazione:** 9.2/10 (Category avg: 9.1/10)
- **Calibrazione:** 9.0/10 (Category avg: 8.9/10)
- **Integrazioni:** 8.6/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Level AI?

- **Venditore:** [Level AI](https://www.g2.com/it/sellers/level-ai)
- **Sito web dell'azienda:** thelevel.ai
- **Anno di Fondazione:** 2018
- **Sede centrale:** Mountain View, US
- **Twitter:** @TheLevelAI  
204 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=88837a04d6b731eeff4a45c0aa27c4813f367a54aa990a1bb13415f8187aba9e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flevel-ai&secure%5Burl_type%5D=linkedin_company_website)  
212 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Quality Analyst, Supervisor
- **Top Industries:** Servizi al consumatore, Cibo e bevande
- **Company Size:** 56% Medium, 32% Large

#### What Do G2 Reviewers Say About Level AI?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **facilità d'uso** di Level AI, godendo della sua interfaccia pulita e del cruscotto intuitivo.
- Gli utenti apprezzano l' **utilità** di Level AI, migliorando il servizio clienti con informazioni rapide, accurate e funzionalità intuitive.
- Gli utenti apprezzano l' **efficienza migliorata** di Level AI, che consente un accesso più rapido agli approfondimenti e processi semplificati.
- Gli utenti elogiano l' **interfaccia utente intuitiva** di Level AI, trovandola facile da imparare e navigare efficacemente.
- Gli utenti apprezzano la **precisione** di Level AI, che migliora le interazioni con i clienti fornendo informazioni rapide e precise.

##### Cons

- Gli utenti riscontrano **inesattezze** nei punteggi di QA dell'IA e affrontano problemi con valutazioni ritardate e visibilità dei punteggi.
- Gli utenti sperimentano **prestazioni lente** , il che ostacola gli aggiornamenti tempestivi e complica gli sforzi di monitoraggio e coaching.
- Gli utenti evidenziano **problemi di accuratezza** in Level AI, che influenzano le valutazioni, i punteggi e l'affidabilità complessiva del monitoraggio.
- Gli utenti trovano la **precisione della traduzione carente** a causa di occasionali interpretazioni errate degli accenti e del contesto, influenzando le intuizioni.
- Gli utenti segnalano **imprecisioni dell'IA** che influenzano i punteggi e il monitoraggio, con ritardi significativi e problemi nel catturare le conversazioni con precisione.

#### What Are Recent G2 Reviews of Level AI?

**["Revisione delle chiamate efficiente con trascrizione pratica, necessita di dettagli migliorati"](https://www.g2.com/it/survey_responses/level-ai-review-11320627)**

**Rating:** 4.0/5.0 stars

_— Utente verificato in Servizi al consumatore_

[Read full review](https://www.g2.com/it/survey_responses/level-ai-review-11320627)

**["La nostra partnership con Level AI è stata un'esperienza magica!"](https://www.g2.com/it/survey_responses/level-ai-review-13022467)**

**Rating:** 4.5/5.0 stars

_— Aaron H._

[Read full review](https://www.g2.com/it/survey_responses/level-ai-review-13022467)

#### What Are G2 Users Discussing About Level AI?

- [A cosa serve LevelAI?](https://www.g2.com/it/discussions/what-is-levelai-used-for) - 1 comment

### [Calabrio ONE](https://www.g2.com/it/products/calabrio-one/reviews)

Calabrio ONE è ora Verint. Le capacità di coinvolgimento della forza lavoro e di intelligenza del contact center che conoscevi come Calabrio ONE sono ora offerte attraverso la Verint CX Automation Platform – con capacità AI ampliate, integrazioni più profonde e lo stesso focus sull'esperienza degli agenti e sui risultati dei clienti. La Verint CX Automation Platform aiuta i contact center ad automatizzare i flussi di lavoro CX e a fornire risultati misurabili. Progettata per funzionare sulla tua infrastruttura esistente, si integra con qualsiasi CCaaS, CRM o modello AI. Alimentata da un CX Data Hub condiviso e dall'AI Verint Da Vinci™, la piattaforma apprende da ogni interazione per guidare l'automazione attraverso il self-service, il supporto agli agenti, l'analisi, la qualità e il coinvolgimento della forza lavoro.

**Average Rating:** 4.4/5.0

**Total Reviews:** 427

#### How Do G2 Users Rate Calabrio ONE?

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.8/10 (Category avg: 9.3/10)
- **Valutazione:** 9.2/10 (Category avg: 9.1/10)
- **Calibrazione:** 9.0/10 (Category avg: 8.9/10)
- **Integrazioni:** 8.6/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Calabrio ONE?

- **Venditore:** [Verint](https://www.g2.com/it/sellers/verint)
- **Sito web dell'azienda:** www.verint.com
- **Anno di Fondazione:** 1994
- **Sede centrale:** Melville, New York
- **Twitter:** @Verint  
7,739 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website)  
4,343 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Workforce Analyst, Risk Investigator
- **Top Industries:** Servizi al consumatore, Ospedali e assistenza sanitaria
- **Company Size:** 53% Medium, 35% Large

#### What Do G2 Reviewers Say About Calabrio ONE?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti trovano che la **facilità d'uso** di Calabrio ONE sia un vantaggio fondamentale, semplificando notevolmente i flussi di lavoro e migliorando l'efficienza.
- Gli utenti apprezzano l' **efficienza che fa risparmiare tempo** di Calabrio ONE, trasformando compiti lunghi in processi rapidi e snelli.
- Gli utenti evidenziano la **facilità d'uso** e gli aggiornamenti regolari di Calabrio ONE, migliorando l'efficienza e la soddisfazione del team.
- Gli utenti apprezzano la **funzione di pianificazione flessibile** di Calabrio ONE, migliorando la soddisfazione dei dipendenti in ambienti dinamici.
- Gli utenti apprezzano il **supporto clienti** di Calabrio ONE, in particolare il servizio attento del loro Customer Success Manager.

##### Cons

- Gli utenti trovano la **reportistica inadeguata** e il supporto confuso di Calabrio ONE frustrante, influenzando l'usabilità e l'efficienza.
- Gli utenti sperimentano **una scarsa reportistica** con Calabrio ONE a causa della complessità, delle incoerenze e della mancanza di supporto personalizzato.
- Gli utenti esprimono preoccupazioni riguardo alle **funzionalità limitate** di Calabrio ONE, che influenzano l'usabilità e l'efficacia complessiva.
- Gli utenti esprimono preoccupazione per **l'analisi dei dati inaccurata** , che mina la fiducia nell'affidabilità dei risultati riportati.
- Gli utenti trovano l' **interfaccia non intuitiva** , affrontando sfide nel navigare tra le funzionalità e utilizzare efficacemente Insights.

#### What Are Recent G2 Reviews of Calabrio ONE?

**["Un grande investimento che ha semplificato il nostro flusso di lavoro e la gestione delle chiamate CRM"](https://www.g2.com/it/survey_responses/calabrio-one-review-13193204)**

**Rating:** 4.5/5.0 stars

_— Chamir M._

[Read full review](https://www.g2.com/it/survey_responses/calabrio-one-review-13193204)

**["Pianificazione chiara e intuitiva con regolazioni dei turni potenziate dall'IA"](https://www.g2.com/it/survey_responses/calabrio-one-review-13203653)**

**Rating:** 4.5/5.0 stars

_— Meint A._

[Read full review](https://www.g2.com/it/survey_responses/calabrio-one-review-13203653)

#### What Are G2 Users Discussing About Calabrio ONE?

- [A cosa serve Calabrio ONE?](https://www.g2.com/it/discussions/what-is-calabrio-one-used-for)
- [Che cos'è Calabrio WFM?](https://www.g2.com/it/discussions/what-is-calabrio-wfm) - 1 comment
- [Is calabrio owned by Cisco?](https://www.g2.com/it/discussions/is-calabrio-owned-by-cisco)
- [What does calabrio one do?](https://www.g2.com/it/discussions/what-does-calabrio-one-do)
- [How much does calabrio cost?](https://www.g2.com/it/discussions/how-much-does-calabrio-cost)

### [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://hubs.li/Q04n2f7L0 Learn how we can boost your calling on a 1:1 personalized demo: https://hubs.li/Q04n2f4C0

**Average Rating:** 4.4/5.0

**Total Reviews:** 1,812

#### How Do G2 Users Rate CloudTalk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.3/10)
- **Evaluation:** 9.1/10 (Category avg: 9.1/10)
- **Calibration:** 9.0/10 (Category avg: 8.9/10)
- **Integrations:** 9.0/10 (Category avg: 8.8/10)

#### Who Is the Company Behind CloudTalk?

- **Seller:** [CloudTalk](https://www.g2.com/sellers/cloudtalk)
- **Company Website:** www.cloudtalk.io
- **Year Founded:** 2016
- **HQ Location:** New York
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a7131a196dde74ab24374f0c5fe394e45a7e89c8c85b9b7bdc470627f39cd734&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17944841%2F&secure%5Burl_type%5D=linkedin_company_website)  
227 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, 32% Medium

#### What Do G2 Reviewers Say About CloudTalk?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of CloudTalk, benefiting from seamless calls and integrations.
- Users value the **exceptional reliability** of CloudTalk, noting its stable performance and intuitive interface across devices.
- Users praise the **intuitive interface** of CloudTalk, simplifying communication and enhancing overall user experience.
- Users find CloudTalk **extremely helpful** for real-time tracking, simplifying their KPI management and enhancing call efficiency.
- Users appreciate the **quick and easy call features** of CloudTalk, enhancing communication efficiency and convenience.

##### Cons

- Users report **call issues** with access and connectivity, leading to disruptions in their experience with CloudTalk.
- Users experience occasional **connection issues** with CloudTalk, leading to operational problems and unexpected interruptions.
- Users express frustration over **missing essential features** like SMS search and Dutch language support in CloudTalk.
- Users find that **call synchronization issues** with Pipedrive can lead to frustration during call management with CloudTalk.
- Users experience **poor connectivity** , struggling with international calls and the app's inconsistent online registration.

#### What Are Recent G2 Reviews of CloudTalk?

**["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)

**["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)

#### 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

### [Convin.ai](https://www.g2.com/it/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?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.4/10 (Category avg: 9.3/10)
- **Valutazione:** 9.3/10 (Category avg: 9.1/10)
- **Calibrazione:** 9.2/10 (Category avg: 8.9/10)
- **Integrazioni:** 9.4/10 (Category avg: 8.8/10)

#### Who Is the Company Behind Convin.ai?

- **Venditore:** [Convin](https://www.g2.com/it/sellers/convin)
- **Anno di Fondazione:** 2020
- **Sede centrale:** Bengaluru, IN
- **Twitter:** @convin  
12 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d4ee31e1c965d70d734a1c58839749b4a43ec46c949b08c6aef93abf5b2e8391&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fconvin%2F&secure%5Burl_type%5D=linkedin_company_website)  
150 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Quality Analyst, Policy Advisor
- **Top Industries:** Gestione dell'istruzione, Salute, benessere e fitness
- **Company Size:** 62% Large, 32% Medium

#### What Do G2 Reviewers Say About Convin.ai?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti elogiano la **facilità d'uso** di Convin.ai, trovandolo intuitivo e conveniente per l'audit delle chiamate.
- Gli utenti apprezzano l' **alta precisione** di Convin.ai nel catturare i dettagli della comunicazione e nel valutare le prestazioni degli agenti.
- Gli utenti apprezzano l'interfaccia **user-friendly** di Convin.ai, che consente un facile accesso alle statistiche e metriche delle chiamate.
- Gli utenti apprezzano l' **efficienza di auditing** di Convin.ai, trovandolo facile da usare e da navigare per gli audit delle chiamate.
- Gli utenti trovano **la facilità d'uso per l'auditing** di Convin.ai altamente vantaggiosa, completata dalla sua interfaccia intuitiva.

##### Cons

- Gli utenti affrontano **problemi di audit** con funzionalità limitata della tastiera e strutture di reportistica non complete che influenzano l'efficienza.
- Gli utenti trovano che la **reportistica inadeguata** di Convin.ai limiti la funzionalità e complichi il processo di audit.
- Gli utenti trovano che i **problemi di chiamata** ostacolano l'efficienza, in particolare con la dipendenza dal mouse per le funzioni di gestione delle chiamate.
- Gli utenti ritengono che Convin.ai abbia bisogno di **miglioramenti nelle sezioni di soluzione e referral** per una maggiore efficienza e velocità.
- Gli utenti trovano che le **capacità inadeguate dell'IA** ostacolino l'audit efficace e influenzino l'accuratezza complessiva dei dati e la funzionalità.

#### What Are Recent G2 Reviews of Convin.ai?

**["Miglior AI per conversazioni con i clienti"](https://www.g2.com/it/survey_responses/convin-ai-review-12704239)**

**Rating:** 4.5/5.0 stars

_— Anand P._

[Read full review](https://www.g2.com/it/survey_responses/convin-ai-review-12704239)

**["Innovazione Rapida e Automazione Personalizzata con Convin"](https://www.g2.com/it/survey_responses/convin-ai-review-12889807)**

**Rating:** 4.0/5.0 stars

_— Utente verificato in Servizi finanziari_

[Read full review](https://www.g2.com/it/survey_responses/convin-ai-review-12889807)

#### What Are G2 Users Discussing About Convin.ai?

- [A cosa serve Convin.ai?](https://www.g2.com/it/discussions/what-is-convin-ai-used-for) - 2 comments

- ‹ Prev‹ Prev
- 1
- [2](/categories/contact-center-quality-assurance?order=g2_score&page=2#product-list)
- [3](/categories/contact-center-quality-assurance?order=g2_score&page=3#product-list)
- [4](/categories/contact-center-quality-assurance?order=g2_score&page=4#product-list)
- [5](/categories/contact-center-quality-assurance?order=g2_score&page=5#product-list)
- …
- [11](/categories/contact-center-quality-assurance?order=g2_score&page=11#product-list)
- [12](/categories/contact-center-quality-assurance?order=g2_score&page=12#product-list)
- [Next ›Next ›](/categories/contact-center-quality-assurance?order=g2_score&page=2#product-list)

Spotlight Categories

[Data Observability Software](https://www.g2.com/categories/data-observability)

[Identity and Access Management (IAM) Software](https://www.g2.com/categories/identity-and-access-management-iam)

[Spend Management Software](https://www.g2.com/categories/spend-management)

[Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software)

[Employer of Record (EOR) Software](https://www.g2.com/categories/employer-of-record-eor)

Similar Categories

- [Call Center Infrastructure (CCI)](/categories/call-center-infrastructure-cci)
- [Contact Center](/categories/contact-center)

- [Contact Center AI Observability](/categories/contact-center-ai-observability)
- [Contact Center Knowledge Base](/categories/contact-center-knowledge-base)

- [Contact Center Workforce](/categories/contact-center-workforce)
- [Speech Analytics](/categories/speech-analytics)

[Browse Contact Center Quality Assurance Themes](/categories/contact-center-quality-assurance/themes)

 ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath")
ID

Researched and written by [Inia Debnath](https://research.g2.com/insights/author/inia-debnath)

Updated October 3, 2024

Contact center quality assurance software is designed to help businesses evaluate the performance of their customer service operations. For call centers and customer service teams, quality assurance (QA) is an essential process for improving customer satisfaction and employee engagement. Contact center quality assurance software is primarily used by customer service managers to assess agent performance, provide timely feedback to employees, and increase department productivity. Contact center quality assurance software can be integrated with other sales or customer service tools such as [CRM software](https://www.g2.com/categories/crm) or [help desk software](https://www.g2.com/categories/help-desk), but many also offer the option to be used as a standalone product.

While many companies offer contact center quality assurance solutions as a standalone product, there are a few who offer an all-in-one solution in which quality assurance is provided as an additional feature along with the product’s core offering.

To qualify for inclusion in the Contact Center Quality Assurance category, a product must:

- Facilitate the creation and customization of scorecards for evaluating customer interactions
- Offer tools for delivering personalized feedback or coaching sessions to agents
- Provide analytics that give insight into team and agent performance
- Integrate with other customer service or CRM software
- Be specifically intended for use within a call center environment

Top Tools at a Glance

| Product | Best for | User Review |
| --- | --- | --- |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image")](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[4.4/5(7,357)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | Salesforce-native omnichannel case quality assurance | "The Evolution of Service: Bridging the Gap Between Data and Action." |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c1552446554a926f652360b7436eb588/my-sqm-auto-qa.png "Product Avatar Image")](https://www.g2.com/products/my-sqm-auto-qa/reviews)[my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews)[4.5/5(358)](https://www.g2.com/products/my-sqm-auto-qa/reviews) | Agent-level FCR and CSAT self-coaching | "Intuitive, Seamless Integration, and Feature-Rich Quality Control" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_25fb15338209004156581bd3625df4ec/evaluagent.png "Product Avatar Image")](https://www.g2.com/products/evaluagent/reviews)[evaluagent](https://www.g2.com/products/evaluagent/reviews)[4.5/5(446)](https://www.g2.com/products/evaluagent/reviews) | Agent-level QA scoring with closed-loop coaching | "User-Friendly Features That Transformed Our Call Center Operations" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image")](https://www.g2.com/products/genesys-cloud-cx/reviews)[Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)[4.4/5(1,558)](https://www.g2.com/products/genesys-cloud-cx/reviews) | Omnichannel QA with unified agent scorecards | "Centralized Omnichannel Power with Insightful Real-Time Reporting" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_7f494745c459e43bff60695e304f57d0/scorebuddycx.png "Product Avatar Image")](https://www.g2.com/products/scorebuddycx/reviews)[ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews)[4.5/5(834)](https://www.g2.com/products/scorebuddycx/reviews) | Structured scorecard-to-coaching QA workflows | "Simple, Powerful Quality Monitoring with Highly Customizable Scorecards" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_6279564d0eb5ef7265ffc724050f34a8/hiya-connect-branded-call.jpeg "Product Avatar Image")](https://www.g2.com/products/hiya-connect-branded-call/reviews)[Hiya Connect Branded Call](https://www.g2.com/products/hiya-connect-branded-call/reviews)[4.7/5(137)](https://www.g2.com/products/hiya-connect-branded-call/reviews) | Outbound call spam-remediation with branded caller ID | "Effortless Branding with Boosted Call Recognition" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image")](https://www.g2.com/products/talkdesk/reviews)[Talkdesk](https://www.g2.com/products/talkdesk/reviews)[4.4/5(2,567)](https://www.g2.com/products/talkdesk/reviews) | AI-scored call QA with agent coaching loops | "Omnichannel Support, Data Driven AI, Full of Capabilities" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_131a129b4d8a2f3979e75ebf215576a6/playvox-quality-management.png "Product Avatar Image")](https://www.g2.com/products/playvox-quality-management/reviews)[Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews)[4.8/5(1,163)](https://www.g2.com/products/playvox-quality-management/reviews) | Agent evaluation and coaching feedback loops | "evaluation use" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image")](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[Five9 Intelligent Cloud...](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[4.1/5(625)](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) | Omnichannel agent scoring with live-monitoring workflows | "Fast, Intuitive Web-Based Platform with Reliable Support" |

* * *

Show More

### Contact Center Quality Assurance Topics

- [Which is the best quality assurance software for contact centers in the tech industry?](#which-is-the-best-quality-assurance-software-for-contact-centers-in-the-tech-industry)
- [Which contact center quality assurance software is the best for small businesses?](#which-contact-center-quality-assurance-software-is-the-best-for-small-businesses)
- [Contact Center Quality Assurance Software FAQs](#contact-center-quality-assurance-software-faqs)
- [Most Popular FAQs](#most-popular-faqs)
- [Small Business FAQs](#small-business-faqs)
- [Enterprise FAQs](#enterprise-faqs)

[
### Contact Center Quality Assurance Topics
Expand/Collapse ](#)
- [Which is the best quality assurance software for contact centers in the tech industry?](#which-is-the-best-quality-assurance-software-for-contact-centers-in-the-tech-industry)
- [Which contact center quality assurance software is the best for small businesses?](#which-contact-center-quality-assurance-software-is-the-best-for-small-businesses)
- [Contact Center Quality Assurance Software FAQs](#contact-center-quality-assurance-software-faqs)
- [Most Popular FAQs](#most-popular-faqs)
- [Small Business FAQs](#small-business-faqs)
- [Enterprise FAQs](#enterprise-faqs)

## Learn More About Contact Center Quality Assurance Software

### Which is the best quality assurance software for contact centers in the tech industry?

- [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews): Offers a comprehensive digital-first QA solution, enabling teams to move beyond basic quality assurance to full quality management with customizable scorecards and real-time analytics.
- [Convin.a](https://www.g2.com/products/convin-ai/reviews)i: Utilizes generative AI to analyze customer conversations, providing insights for agent coaching and performance improvement, making it ideal for tech-driven contact centers.​
- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Provides embedded AI to enhance operational efficiency, delivering precise, unbiased insights from customer interactions, and facilitating effective agent evaluations.
- [MaestroQA](https://www.g2.com/products/maestroqa/reviews): Delivers omnichannel quality assurance with tools for agent performance tracking, coaching, and process optimization, tailored for modern support teams.
- [EvaluAgent](https://www.g2.com/products/evaluagent/reviews): Combines AI-powered conversation intelligence with automated QA, offering detailed insights to improve customer experience and agent performance.

### Which contact center quality assurance software is the best for small businesses?

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Offers simple, customizable scorecards and intuitive dashboards, making it ideal for small teams seeking effective agent evaluation without complex setup.
- [Observe.AI](https://www.g2.com/products/observe-ai/reviews): Delivers AI-driven QA insights with call transcription, sentiment analysis, and performance trends, making it approachable for smaller teams adopting automation.
- [Zendesk QA](https://www.g2.com/products/zendesk-qa/reviews): Formerly known as Klaus, this tool provides AI-driven conversation reviews and AutoQA features, helping small teams automate quality checks and enhance customer experience

### Contact Center Quality Assurance Software FAQs

### Most Popular FAQs

#### Which Contact Center Quality Assurance Software has the best reviews?

Based on G2 review data, several platforms consistently earn top marks for overall satisfaction, ease of use, and quality support.

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A dedicated QA platform praised for its customizable scorecards, intuitive dashboards, and structured coaching workflows that turn evaluations into measurable agent development.
- [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — A quality assurance and performance management tool recognized for automated QA coverage, compliance automation, and strong agent engagement features that reduce manual review time.
- [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An automated QA solution noted for scoring 100% of interactions, providing immediate actionable coaching insights, and delivering a straightforward agent-facing experience.
- [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — A contact center analytics and quality management platform that combines real-time reporting, speech analytics, and AI-powered evaluations in a single, centralized workspace.

#### What are the best contact center QA apps for mobile integration?

For teams that need to access quality scores, performance data, and coaching insights on mobile devices, the following platforms offer cross-device accessibility.

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Reviewers specifically note that Scorebuddy can be accessed on any device, including laptops, desktops, and mobile devices, with real-time score updates available regardless of platform.
- [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An auto QA platform built for agent accessibility, allowing supervisors and agents to review performance data, coaching sessions, and survey results from virtually any device.
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A cloud-based contact center platform with a clean, device-friendly interface that supports call recording review, agent activity monitoring, and quality tracking across mobile and desktop.

#### What are the best QA software for contact centers in the tech industry?

Technology companies and IT services teams require QA tools that integrate cleanly with existing platforms, support technical workflows, and deliver granular performance data.

- [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Widely adopted by technology and outsourcing firms, SuccessKPI integrates with platforms like Genesys Cloud CX and offers no-code BI dashboards, speech analytics, and AI-driven quality evaluation.
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — A Salesforce-native service platform favored by tech enterprises for its Einstein AI, IoT-triggered workflows, and comprehensive CRM integration that centralizes all customer interaction data.
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — An enterprise-grade omnichannel platform used in technology and services organizations for end-to-end support workflows, real-time agent copilot tools, and supervisor coaching features.

#### What is the most reliable voice recognition platform for software developers?

Software developers and technical teams building on contact center infrastructure require platforms with robust speech-to-text capabilities, API access, and multilingual support.

- [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Offers high-quality transcription with AI sentiment analysis, GenAI prompt building via Copilot, and customizable analytics that developers can extend through flexible reporting and dataset integrations.
- [Mihup](https://www.g2.com/products/mihup/reviews) — A real-time speech intelligence platform recognized for its comprehensive interaction analysis across Indian languages and English, making it particularly strong for multilingual developer environments.
- [Balto](https://www.g2.com/products/balto/reviews) — A real-time speech analytics tool that listens to live calls, provides agents with in-the-moment guidance, and generates accurate post-call summaries with compliance oversight built in.

#### What are the most user-friendly quality assurance software for call centers?

Ease of use is one of the most frequently cited priorities in call center QA software reviews, particularly for teams that need rapid onboarding and minimal technical overhead.

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Consistently praised for its intuitive interface, simple scorecard creation, and accessible dashboards that require minimal training for both QA analysts and front-line agents.
- [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Reviewers highlight its streamlined, no-clutter interface that simplifies high-volume evaluations, reduces page refreshing during ticket reviews, and keeps setup straightforward from day one.
- [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An agent-centric platform known for its ease of navigation, real-time feedback delivery, and customizable dashboards that help agents quickly understand their own performance without relying on managers.

### Small Business FAQs

#### What is the most affordable Contact Center Quality Assurance Software for SMBs?

For small and mid-sized businesses exploring contact center QA tools, you can browse options specifically filtered for your segment on G2's small business Contact Center QA page. The following tools are frequently mentioned by SMB reviewers as delivering strong value relative to cost.

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A cloud-based QA platform that SMB teams use to build custom scorecards, track performance trends, and deliver structured coaching without requiring a large operations team to maintain it.
- [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Designed to automate QA coverage and reduce manual workload, EvaluAgent gives smaller teams the ability to monitor a higher percentage of interactions than traditional sampling would allow.
- [Balto](https://www.g2.com/products/balto/reviews) — A real-time call guidance tool that smaller contact centers use to scale QA without proportionally scaling headcount, enabling consistent agent behavior and compliance through live in-call prompts.

#### What is the best Contact Center Quality Assurance Software for startups?

Startups need QA software that is quick to deploy, requires minimal configuration overhead, and scales as their team grows. The following options are well-suited to early-stage contact center operations.

- [Balto](https://www.g2.com/products/balto/reviews) — Startup teams use Balto to automate real-time agent coaching without a large QA team, with reviewers noting that implementation is fast and the platform scales call monitoring effortlessly as the team grows.
- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A straightforward QA tool that startups adopt for its fast setup, customizable scorecards, and built-in coaching workflows that replace spreadsheet-based quality processes without requiring technical resources.
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A cloud-based calling platform with built-in quality monitoring, call recording, and CRM integrations that startups use to manage inbound and outbound communications from a single, scalable interface.

#### Which Contact Center Quality Assurance Software is the most user-friendly for startups?

Startups typically lack dedicated QA operations teams, making ease of onboarding and day-to-day usability critical selection criteria.

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Startup reviewers frequently cite Scorebuddy's simple interface and fast time-to-value as key reasons for adoption, noting that agents and managers can navigate the platform without extensive training.
- [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An automated QA platform that removes the need for complex configuration by scoring every interaction automatically, giving startup teams instant visibility into agent performance with minimal setup.
- [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Reviewers in smaller organizations consistently note that EvaluAgent's initial setup is straightforward and that the platform's interface is clean enough to onboard new team members quickly.

#### What are the best QA coaching tools for small business contact centers?

Coaching is one of the highest-impact applications of QA data in smaller contact centers, where managers typically handle both evaluation and development responsibilities.

- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Features a built-in coaching workflow and optional LMS that connects QA scores directly to structured development sessions, giving small teams a single platform for evaluating and improving agent performance.
- [Balto](https://www.g2.com/products/balto/reviews) — Provides real-time in-call coaching through live prompts and post-call summaries, enabling managers in small contact centers to deliver consistent, data-grounded feedback without listening to every call manually.
- [ReflexAI Prepare](https://www.g2.com/products/reflexai-prepare/reviews) — An AI-powered training and role-play platform used by smaller teams to prepare agents for difficult customer interactions through realistic, no-risk practice scenarios that reduce the burden on human trainers.

#### Which contact center QA platforms offer strong call recording and review for small teams?

For small contact center teams, call recording and easy review access are foundational QA capabilities that directly impact coaching quality and compliance.

- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A VoIP contact center platform that small teams use for its accessible call recording and playback features, with reviewers highlighting how quickly supervisors can locate and review specific conversations.
- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — An outbound and inbound calling platform with built-in call recording, AI scoring, and CRM integration that small sales and support teams use to review and improve call quality without complex infrastructure.
- [3CLogic Cloud Call Center](https://www.g2.com/products/3clogic-cloud-call-center/reviews) — A cloud call center platform used by small and mid-sized teams for its reliable call quality, built-in QA capabilities, and seamless integration with platforms like ServiceNow for centralized interaction management.

### Enterprise FAQs

#### What are the best-rated Contact Center Quality Assurance Software for tech enterprises?

Technology enterprises require QA platforms that scale across large agent populations, integrate with complex tech stacks, and deliver AI-driven insights at volume.

- [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Enterprise technology teams use SuccessKPI for its unified CCaaS and CRM data orchestration, no-code BI dashboards, AI-powered evaluations, and deep integration with platforms like Genesys Cloud CX.
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — A Salesforce-native enterprise platform widely used in technology organizations for intelligent automation, 360-degree customer data views, and AI-assisted case resolution that scales across global support teams.
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — A flexible, open cloud contact center platform that tech enterprises deploy for omnichannel engagement, AI-driven routing, workforce management, and gamification across large, distributed agent teams.

#### What are the most reliable Contact Center Quality Assurance Software tools for enterprises?

Reliability, uptime, and consistent performance at scale are top concerns for enterprise buyers evaluating contact center QA software.

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — Enterprise reviewers consistently highlight Genesys Cloud CX's uptime, scalability, and architectural flexibility as reasons it is trusted for mission-critical contact center operations globally.
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — An all-in-one workforce management, analytics, and real-time agent quality monitoring platform that enterprises use to forecast demand, schedule agents, and track performance across large contact center operations.
- [Verint CX Automation](https://www.g2.com/products/verint-cx-automation/reviews) — An enterprise QA automation platform recognized for reducing manual evaluation effort, minimizing subjectivity in quality reviews, and providing factual performance data at enterprise scale.
- [Observe.AI](https://www.g2.com/products/observe-ai/reviews) — An AI-powered conversation intelligence platform that enterprise teams use to lower average handle time, surface training opportunities, and deliver data-backed coaching insights across large agent populations.

#### What are the best-reviewed Contact Center Quality Assurance Software for enterprise app integration?

Enterprise contact centers require QA platforms that integrate seamlessly with CRMs, CCaaS platforms, workforce management systems, and business intelligence tools.

- [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Recognized for its deep integration with Genesys Cloud CX and other CCaaS platforms, SuccessKPI unifies telephony and CRM data into a single analytics view without requiring manual data exports.
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — Built on the Salesforce platform, Agentforce Service connects service operations to the full Salesforce ecosystem, enabling enterprises to centralize customer data, automate workflows, and integrate AI across all channels.
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — An enterprise omnichannel platform that consolidates customer interactions across all channels into a unified workspace, with AI copilot tools, MCP-based integrations with internal databases, and robust supervisor monitoring.

#### What Contact Center QA software do large enterprises use for compliance monitoring?

Compliance monitoring is a critical use case for enterprise contact centers in regulated industries such as financial services, healthcare, and insurance, where QA software must provide audit trails, script adherence tracking, and automated flagging.

- [Verint CX Automation](https://www.g2.com/products/verint-cx-automation/reviews) — An enterprise compliance and quality automation platform that reduces manual evaluation effort, increases objectivity in compliance scoring, and supports regulated industries with structured, auditable QA processes.
- [Balto](https://www.g2.com/products/balto/reviews) — Used in regulated enterprise environments for real-time compliance oversight, with live prompts that ensure agents follow required scripts and disclosures on every call, and automated post-call summaries for audit documentation.
- [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Enterprise compliance teams use Scorebuddy for its structured scorecards, audit trails, and PCI compliance tracking capabilities, with full customization to align QA criteria with regulatory requirements across multiple teams and locations.

#### Which Contact Center QA platforms provide AI-powered quality monitoring for enterprises?

AI-powered quality monitoring allows enterprise contact centers to analyze 100% of interactions rather than relying on manual sampling, surfacing insights at a scale that traditional QA processes cannot match.

- [Level AI](https://www.g2.com/products/level-ai/reviews) — An AI-driven QA platform that enterprise teams use to conduct automated interaction audits, flag high-priority reviews, and provide transcript-based performance data across large, globally distributed contact center operations.
- [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Offers enterprise-grade AI with sentiment analysis, GenAI evaluation forms, deep prompt features, and the ability to monitor 100% of calls with automated QA scoring and real-time performance dashboards.
- [Observe.AI](https://www.g2.com/products/observe-ai/reviews) — A conversation intelligence platform built for enterprise-scale AI quality monitoring, providing automated coaching recommendations, trend analysis across all interactions, and flexible deployment supported by knowledgeable account management.

**Last updated on April 24, 2026**