# Melhor Software de Garantia de Qualidade de Contact Center ## How Many Software de Garantia de Qualidade de Contact Center Products Does G2 Track? **Total Products under this Category:** 167 ### 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 Software de Garantia de Qualidade de Contact Center Products? **Por que você pode confiar nos rankings de software do G2:** - 30 Analistas e Especialistas em Dados - 35,100+ Avaliações Autênticas - 167+ Produtos - Rankings Imparciais Os rankings de software da G2 são baseados em avaliações de usuários verificadas, moderação rigorosa e uma metodologia de pesquisa consistente mantida por uma equipe de analistas e especialistas em dados. Cada produto é medido usando os mesmos critérios transparentes, sem colocação paga ou influência de fornecedores. Embora as avaliações reflitam experiências reais dos usuários, que podem ser subjetivas, elas oferecem insights valiosos sobre como o software funciona nas mãos de profissionais. Juntos, esses dados alimentam o G2 Score, uma maneira padronizada de comparar ferramentas dentro de cada categoria. ## G2 Grid® for Software de Garantia de Qualidade de Contact Center ![G2 Grid® for Software de Garantia de Qualidade de Contact Center plotting products by satisfaction and market presence](https://www.g2.com/pt/categories/contact-center-quality-assurance/grids.png?focus%5B%5D=5494&focus%5B%5D=1173&focus%5B%5D=1173027&focus%5B%5D=4215&focus%5B%5D=88148&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, Genesys Cloud CX, evaluagent, ScorebuddyCX, Talkdesk, e Hiya Connect Branded Call. Underlying data: [Grid® JSON](https://www.g2.com/pt/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=genesys-cloud-cx&focus%5B%5D=evaluagent&focus%5B%5D=scorebuddycx&focus%5B%5D=talkdesk&focus%5B%5D=hiya-connect-branded-call) **Sponsored** ### SuccessKPI Um sistema operacional com inteligência artificial para centros de contato de alto desempenho que oferece insights, ação e automação. Relatórios completos de BI, Gestão de Qualidade com IA, WFM, análises de fala e texto, automação de agentes e mais. - Visibilidade e controle unificados: Veja o que está acontecendo em todos os canais, equipes, sistemas e fluxos de trabalho em um só lugar, para que nada importante fique oculto e nada crítico fique sem gerenciamento. - Insight que leva diretamente à ação: Vá além de painéis e relatórios para insights que dizem o que fazer a seguir, quem deve fazê-lo e onde focar para melhorar os resultados. - Ferramentas para melhorar pessoas e processos em escala: Identifique oportunidades de coaching, falhas de processo e candidatos à automação em milhares de agentes sem adicionar esforço manual. - Construído para complexidade e regulamentação empresarial: Projetado para funcionar dentro de grandes ambientes regulamentados com a segurança, governança e flexibilidade que as equipes empresariais exigem. Em vez de monitorar 3-5% das chamadas amostradas, o SuccessKPI permite monitorar 100% dos contatos com clientes, permitindo que as empresas detectem problemas, identifiquem oportunidades de upsell e reduzam a rotatividade de agentes. Nossos clientes relatam uma melhoria média de 10% no NPS. Inteligência de Negócios: Unifique dados de CX e EX em todos os canais e ferramentas em uma única base segura. Meça e melhore sua experiência do cliente com BI para centros de contato. Análises de Fala e Texto: Revele insights em tempo real, anomalias e sinais de cada interação com o cliente com análise de fala, texto e sentimento com IA. Assistência em Tempo Real para Agentes e Supervisores: Forneça as melhores ações e orientações para agentes e capacite supervisores com capacidades poderosas em tempo real. Monitoramento de Qualidade: Economize tempo, melhore o desempenho dos agentes e mitigue riscos de conformidade modernizando sua gestão de qualidade. Potencialize sua experiência com avaliações e pontuações com IA. Gestão da Força de Trabalho: Preveja interações, gere automaticamente cronogramas e ganhe a capacidade de monitorar em tempo real, dando insights a todos, do agente ao supervisor. Construtor de Playbook: Traga a poderosa IA à vida na plataforma de ação mais flexível e robusta disponível para centros de contato. Coloque insights em ação instantaneamente e alcance melhores resultados. Conectividade de Última Milha: Detecte, aja e automatize a resolução de problemas de conectividade de última milha antes que eles se agravem. Mantenha o controle sobre problemas técnicos que afetam agentes remotos, como problemas de desktop, rede e headset que criam uma má experiência do cliente a partir de interações que deveriam ter sido bem-sucedidas. [Visitar site](https://www.g2.com/pt/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=2026-08-15T09%3A39%3A57Z&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%2Fpt%2Fcategories%2Fcontact-center-quality-assurance&secure%5Btoken%5D=8e63dd9ae66f5a0b39bc872f1c3489f64fc8ec0f7ad7bb08eee3facb96607764&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:** 6,971 #### 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: 9.2/10) - **Calibration:** 8.7/10 (Category avg: 8.9/10) - **Third-Party 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:** 1,391 #### How Do G2 Users Rate RingEX? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.3/10) - **Third-Party 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? **["Packed All-in-One Platform with Seamless Calling, Video, and SMS"](https://www.g2.com/survey_responses/ringex-review-13274420)** **Rating:** 4.5/5.0 stars _— Benjamin B._ [Read full review](https://www.g2.com/survey_responses/ringex-review-13274420) **["All-in-One Communications Hub with Powerful Integrations"](https://www.g2.com/survey_responses/ringex-review-13227167)** **Rating:** 5.0/5.0 stars _— Cyprian A._ [Read full review](https://www.g2.com/survey_responses/ringex-review-13227167) #### 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/products/my-sqm-auto-qa/reviews) SQM is Disrupting Contact Center QA. Traditional QA tells you whether agents followed the script. SQM tells you whether the customer is satisfied, at risk, or needs recovery. SQM is a QA-CSAT automation software leader that helps contact centers improve CX with accurate predictive CSAT insights, benchmarkable CX metrics, GenAI-powered agent CX self-coaching, and CSAT excellence awards & badges that motivate agents to perform at their best. SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked against 500+ leading contact centers and SQM awards, and provide CX badges for organizations that achieve outstanding CSAT results. my.SQM™ QA-CSAT automation tool is an AI-powered call center quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver great customer satisfaction on every call. According to G2 reviews, mySQM™ Auto QA Ranks #1 in North America for User CSAT. In enterprise environments, SQM often starts by augmenting the existing QA ecosystem with a predictive CSAT and benchmarking layer that works alongside the client’s existing CCaaS, QA, or WEM platform. This allows contact centers to add SQM’s predictive CSAT, benchmarking, and CX-focused Auto QA capabilities without disrupting their current technology stack. As adoption expands, SQM can replace the contact center’s primary QA platform for measuring, managing, and improving both CX and compliance performance. Auto QA/CX Scoring delivers quality assurance benchmarkable KPIs, including agent behavior metrics such as 25 CX and 20 call compliance metrics, and predictive customer satisfaction scores. All CX, CSAT, and compliance metrics are benchmarkable. We offer standardized QA metrics and KPIs so you can benchmark your performance against your industry, leading organization call centers, or within your company. In addition, to enhance your QA insights, you can customize your QA metrics and KPIs to meet your business needs. **Average Rating:** 4.5/5.0 **Total Reviews:** 354 #### How Do G2 Users Rate my.SQM Auto QA? - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.3/10) - **Evaluation:** 9.0/10 (Category avg: 9.2/10) - **Calibration:** 8.7/10 (Category avg: 8.9/10) - **Third-Party Integrations:** 8.5/10 (Category avg: 8.8/10) #### Who Is the Company Behind my.SQM Auto QA? - **Seller:** [SQM Group](https://www.g2.com/sellers/sqm-group) - **Company Website:** www.sqmgroup.com - **Year Founded:** 1996 - **HQ Location:** Coeur d'Alene, US - **Twitter:** @SQMGroup\_ 1,847 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Supervisor - **Top Industries:** Insurance, Consumer Services - **Company Size:** 37% Medium, 25% Large #### What Do G2 Reviewers Say About my.SQM Auto QA? _AI-generated summary from verified user reviews_ ##### Pros - Users find the **ease of use** of my.SQM Auto QA exceptional, enhancing their overall satisfaction with the platform. - Users appreciate the **feedback system** of my.SQM Auto QA, enhancing learning and improving call quality effectively. - Users appreciate the **easy navigation** of my.SQM Auto QA, finding it simple to explore and utilize. - Users love the **easy access** to information, making it quick and efficient to track performance and improvements. - Users find the **coaching support** invaluable for continuous improvement and enhancing customer service performance. ##### Cons - Users express frustration with **call issues** , wishing for better recording access and broader service coverage beyond landlines. - Users find the **complexity in filtering information** challenging, with many confusing metrics and hard-to-understand sections. - Users find the **inaccurate data analysis** to be confusing, complicating their understanding of metrics and statistics. - Users face issues with **scoring fairness** , as subjective surveys and bad reviews heavily impact their scores. - Users find the **navigation overwhelming** due to excessive information and multiple tabs required for accessing reports. #### What Are Recent G2 Reviews of my.SQM Auto QA? **["Intuitive, Seamless Integration, and Feature-Rich Quality Control"](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750)** **Rating:** 5.0/5.0 stars _— Mayhew T._ [Read full review](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750) **["Exceptional Real-Time Guidance with an Easy, Customizable Experience"](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12443758)** **Rating:** 5.0/5.0 stars _— Marcel M._ [Read full review](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12443758) #### What Are G2 Users Discussing About my.SQM Auto QA? - [What needs improvement with mySQM QA Software to better support your quality assurance processes?](https://www.g2.com/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes) ### [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: 9.2/10) - **Calibration:** 8.6/10 (Category avg: 8.9/10) - **Third-Party 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:** Manager, Case Advocate - **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) ### [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:** 440 #### 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: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Third-Party 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? **["EvaluAgent Makes QA Fast, Fair, and Actionable for Email Support Teams"](https://www.g2.com/survey_responses/evaluagent-review-13234115)** **Rating:** 5.0/5.0 stars _— Ravi S._ [Read full review](https://www.g2.com/survey_responses/evaluagent-review-13234115) **["EvaluAgent Streamlines Quality Reviews and Boosts Efficiency"](https://www.g2.com/survey_responses/evaluagent-review-12049255)** **Rating:** 5.0/5.0 stars _— Ashwin B._ [Read full review](https://www.g2.com/survey_responses/evaluagent-review-12049255) #### What Are G2 Users Discussing About evaluagent? - [What is EvaluAgent used for?](https://www.g2.com/discussions/what-is-evaluagent-used-for) - 2 comments ### [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:** 826 #### 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: 9.2/10) - **Calibration:** 8.9/10 (Category avg: 8.9/10) - **Third-Party 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 ### [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:** 2,488 #### 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: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Third-Party 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% Small #### 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? **["Talkdesk Keeps Calls Organized with Powerful Reporting and Coaching Insights"](https://www.g2.com/survey_responses/talkdesk-review-13236400)** **Rating:** 5.0/5.0 stars _— Mallory S._ [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13236400) **["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) #### 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 ### [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: 9.2/10) - **Calibration:** 8.8/10 (Category avg: 8.9/10) - **Third-Party 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 ### [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:** 581 #### 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: 9.2/10) - **Calibration:** 9.5/10 (Category avg: 8.9/10) - **Third-Party 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, 24% 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) ### [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth. **Average Rating:** 4.1/5.0 **Total Reviews:** 604 #### How Do G2 Users Rate Five9 Intelligent Cloud Contact Center Platform? - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.3/10) - **Evaluation:** 8.5/10 (Category avg: 9.2/10) - **Calibration:** 8.4/10 (Category avg: 8.9/10) - **Third-Party Integrations:** 8.8/10 (Category avg: 8.8/10) #### Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform? - **Seller:** [Five9](https://www.g2.com/sellers/five9) - **Company Website:** www.Five9.com - **Year Founded:** 2001 - **HQ Location:** San Ramon, CA - **Twitter:** @Five9 14,856 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Customer Service Representative, Manager - **Top Industries:** Consumer Services, Financial Services - **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 - Users love the **user-friendly interface** of Five9, finding it simple to navigate and easy to implement. - Users praise the **responsive customer support** of Five9, highlighting its priority in addressing concerns promptly. - Users value the **exceptional customer service** of Five9, highlighting responsiveness and helpfulness in their experience. - Users appreciate the **responsive and helpful support** from Five9, enhancing their overall experience and integration capabilities. - Users value the **efficiency** of Five9, benefiting from impressive features that enhance customer interactions and productivity monitoring. ##### Cons - Users face **call issues** that hinder accurate reporting and performance assessment, complicating the contact center experience. - Users note **missing features** like a modern UI and efficient search options, impacting usability and functionality. - Users find the **complexity** of Five9's interface and reporting features to be quite challenging and confusing. - Users report **technical issues** with Five9, including slow support responses and occasional glitches disrupting service. - Users report that **poor customer support** leads to frustrating delays and challenges in issue resolution and setup. #### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform? **["Fast, Intuitive Web-Based Platform with Reliable Support"](https://www.g2.com/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/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120) **["User-Friendly Platform with Excellent Agent Support"](https://www.g2.com/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/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794) #### What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform? - [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments - [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment - [What is the best call center software?](https://www.g2.com/discussions/what-is-the-best-call-center-software) - [How much is five9 cost?](https://www.g2.com/discussions/how-much-is-five9-cost) - [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) - 2 comments ### [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: 9.2/10) - **Calibration:** 9.6/10 (Category avg: 8.9/10) - **Third-Party 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 ### [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes. The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model. Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement. **Average Rating:** 4.4/5.0 **Total Reviews:** 427 #### How Do G2 Users Rate Calabrio ONE? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Third-Party Integrations:** 8.6/10 (Category avg: 8.8/10) #### Who Is the Company Behind Calabrio ONE? - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Company Website:** www.verint.com - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint 7,739 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Risk Investigator, Workforce Analyst - **Top Industries:** Consumer Services, Hospital & Health Care - **Company Size:** 53% Medium, 35% Large #### What Do G2 Reviewers Say About Calabrio ONE? _AI-generated summary from verified user reviews_ ##### Pros - Users find Calabrio ONE's **ease of use** a vital advantage, significantly streamlining workflows and enhancing efficiency. - Users value the **time-saving efficiency** of Calabrio ONE, transforming lengthy tasks into quick, streamlined processes. - Users highlight the **ease of use** and regular updates of Calabrio ONE, enhancing team efficiency and satisfaction. - Users value the **flexible scheduling feature** of Calabrio ONE, enhancing employee satisfaction in dynamic environments. - Users appreciate the **customer support** from Calabrio ONE, especially the attentive service from their Customer Success Manager. ##### Cons - Users find the **inadequate reporting** and confusing support of Calabrio ONE frustrating, impacting usability and efficiency. - Users experience **poor reporting** with Calabrio ONE due to complexity, inconsistencies, and lack of tailored support. - Users express concerns about the **limited features** of Calabrio ONE, impacting usability and overall effectiveness. - Users express concern over **inaccurate data analysis** , which undermines confidence in the reliability of reporting results. - Users find the **interface not intuitive** , facing challenges in navigating features and utilizing Insights effectively. #### What Are Recent G2 Reviews of Calabrio ONE? **["Clear, Intuitive Scheduling with AI-Powered Shift Adjustments"](https://www.g2.com/survey_responses/calabrio-one-review-13203653)** **Rating:** 4.5/5.0 stars _— Meint A._ [Read full review](https://www.g2.com/survey_responses/calabrio-one-review-13203653) **["A Great Investment That Streamlined Our Workflow and CRM Call Management"](https://www.g2.com/survey_responses/calabrio-one-review-13193204)** **Rating:** 4.5/5.0 stars _— Chamir M._ [Read full review](https://www.g2.com/survey_responses/calabrio-one-review-13193204) #### What Are G2 Users Discussing About Calabrio ONE? - [What is Calabrio ONE used for?](https://www.g2.com/discussions/what-is-calabrio-one-used-for) - [What is calabrio WFM?](https://www.g2.com/discussions/what-is-calabrio-wfm) - 1 comment - [Is calabrio owned by Cisco?](https://www.g2.com/discussions/is-calabrio-owned-by-cisco) - [What does calabrio one do?](https://www.g2.com/discussions/what-does-calabrio-one-do) - [How much does calabrio cost?](https://www.g2.com/discussions/how-much-does-calabrio-cost) ### [Level AI](https://www.g2.com/products/level-ai/reviews) Level AI is the intelligence and orchestration layer for customer experience. We analyze 100% of customer interactions across voice, chat, email, and messaging to turn unstructured conversations into measurable insights and automation. From Voice of Customer and journey insights to automated quality, real-time coaching, and AI agents, Level AI helps teams improve customer outcomes, operational performance, and profitable growth. **Average Rating:** 4.6/5.0 **Total Reviews:** 211 #### How Do G2 Users Rate Level AI? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Third-Party Integrations:** 8.6/10 (Category avg: 8.8/10) #### Who Is the Company Behind Level AI? - **Seller:** [Level AI](https://www.g2.com/sellers/level-ai) - **Company Website:** thelevel.ai - **Year Founded:** 2018 - **HQ Location:** Mountain View, US - **Twitter:** @TheLevelAI 204 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Quality Analyst, Supervisor - **Top Industries:** Consumer Services, Food & Beverages - **Company Size:** 56% Medium, 32% Large #### What Do G2 Reviewers Say About Level AI? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Level AI, enjoying its uncluttered interface and intuitive dashboard. - Users value the **helpfulness** of Level AI, enhancing customer service with quick, accurate information and user-friendly features. - Users value the **enhanced efficiency** of Level AI, enabling quicker access to insights and streamlined processes. - Users praise the **intuitive user interface** of Level AI, finding it easy to learn and navigate effectively. - Users value the **accuracy** of Level AI, which enhances customer interactions with prompt and precise information delivery. ##### Cons - Users experience **inaccuracies** in AI QA scores and face issues with delayed evaluations and visibility of scores. - Users experience **slow performance** , which hampers timely updates and complicates monitoring and coaching efforts. - Users highlight **accuracy issues** in Level AI, affecting evaluations, scores, and overall reliability of monitoring. - Users find the **translation accuracy lacking** due to occasional misinterpretations of accents and context, affecting insights. - Users report **AI inaccuracy** affecting scores and monitoring, with significant delays and issues capturing conversations accurately. #### What Are Recent G2 Reviews of Level AI? **["Efficient Call Review with Handy Transcription, Needs Enhanced Details"](https://www.g2.com/survey_responses/level-ai-review-11320627)** **Rating:** 4.0/5.0 stars _— Verified User in Consumer Services_ [Read full review](https://www.g2.com/survey_responses/level-ai-review-11320627) **["Our Level AI Partnership has been a magical experience!"](https://www.g2.com/survey_responses/level-ai-review-13022467)** **Rating:** 4.5/5.0 stars _— Aaron H._ [Read full review](https://www.g2.com/survey_responses/level-ai-review-13022467) #### What Are G2 Users Discussing About Level AI? - [What is LevelAI used for?](https://www.g2.com/discussions/what-is-levelai-used-for) - 1 comment ### [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:** 1,813 #### How Do G2 Users Rate CloudTalk? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.3/10) - **Evaluation:** 9.1/10 (Category avg: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Third-Party 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’s Analytics, Seamless Pipedrive Integration, and Smart Local Area Code Dialing"](https://www.g2.com/survey_responses/cloudtalk-review-12856744)** **Rating:** 4.5/5.0 stars _— Hunter K._ [Read full review](https://www.g2.com/survey_responses/cloudtalk-review-12856744) **["CloudTalk has simplified our customer communication and improved our team's efficiency."](https://www.g2.com/survey_responses/cloudtalk-review-12852659)** **Rating:** 5.0/5.0 stars _— Marwan E._ [Read full review](https://www.g2.com/survey_responses/cloudtalk-review-12852659) #### What Are G2 Users Discussing About CloudTalk? - [What is CloudTalk used for?](https://www.g2.com/discussions/cloudtalk-what-is-cloudtalk-used-for) - 4 comments, 1 upvote - [What is CloudTalk used for?](https://www.g2.com/discussions/what-is-cloudtalk-used-for) - 2 comments ### [Observe.AI](https://www.g2.com/products/observe-ai/reviews) Observe.AI is an advanced AI Agents platform specifically designed to enhance customer experience (CX) by enabling organizations to provide faster, smarter, and more efficient customer service at scale. This innovative solution allows businesses to deploy specialized AI agents that autonomously manage tasks throughout the entire customer experience lifecycle. From engaging in customer conversations to supporting frontline teams and optimizing operational workflows, Observe.AI streamlines processes to meet the demands of modern customer service. Targeted at businesses seeking to improve their customer interactions, Observe.AI is particularly beneficial for organizations that handle high volumes of customer inquiries and require consistent, high-quality service. The platform is suitable for various industries, including e-commerce, healthcare, and technology, where customer satisfaction is paramount. By leveraging AI agents, companies can ensure that their customer service operations are not only efficient but also capable of adapting to the dynamic needs of their clientele. Each AI agent within the Observe.AI platform is purpose-built for specific roles, equipped with the ability to understand context, make informed decisions, and take appropriate actions. This functionality allows organizations to enhance resolution speeds and elevate service quality while simultaneously reducing operational costs. By automating routine tasks, Observe.AI empowers frontline teams to concentrate on higher-value work, fostering a more productive and engaged workforce. The platform's CX-native foundation ensures seamless integration with existing systems and processes, making it easier for businesses to implement and scale their customer service operations. Observe.AI has successfully collaborated with global brands such as DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, demonstrating its capability to improve customer satisfaction and boost productivity across diverse sectors. By delivering consistent and scalable performance in every customer interaction, Observe.AI stands out as a comprehensive solution for organizations looking to elevate their customer experience strategy. In summary, Observe.AI offers a robust framework for organizations aiming to enhance their customer service capabilities through the deployment of intelligent AI agents. By focusing on specialized roles and continuous improvement, the platform not only optimizes operational efficiency but also drives better outcomes for both customers and businesses alike. **Average Rating:** 4.6/5.0 **Total Reviews:** 241 #### How Do G2 Users Rate Observe.AI? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Third-Party Integrations:** 9.0/10 (Category avg: 8.8/10) #### Who Is the Company Behind Observe.AI? - **Seller:** [Observe.AI](https://www.g2.com/sellers/observe-ai) - **Company Website:** observe.ai - **Year Founded:** 2017 - **HQ Location:** San Francisco, California - **Twitter:** @observeAI 1,521 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8c6de9ed470e650a35f57d0c28a2970bd661a8012aef0bc5773ea32f66267a55&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18090845%2F&secure%5Burl_type%5D=linkedin_company_website) 342 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Assistant Quality Assurance, Quality Analyst - **Top Industries:** Outsourcing/Offshoring, Consumer Services - **Company Size:** 63% Medium, 25% Small #### What Do G2 Reviewers Say About Observe.AI? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Observe.AI, streamlining tasks and enhancing overall efficiency. - Users value the **efficiency** of Observe.AI, which streamlines agent evaluation and enhances customer interactions effortlessly. - Users find Observe.AI's **helpful features** enhance call analysis, streamline coaching, and improve collaboration significantly. - Users appreciate the **advanced AI capabilities** of Observe.AI, enhancing coaching efficiency and improving agent performance. - Users appreciate the **advanced coaching features** of Observe.AI, enhancing agent performance through intelligent insights and suggestions. ##### Cons - Users report **accuracy issues** with Observe.AI, noting incomplete transcripts and inconsistencies in detected keywords. - Users experience **inaccuracy in transcriptions** with Observe.AI, leading to confusion and incomplete information from calls. - Users face **inaccurate data analysis** with Observe.AI, leading to ineffective customer interactions and lost trust in the service. - Users report encountering **call issues** with Observe.AI, including missed captures and poor audio clarity affecting performance. - Users find the **missing features** of Observe.AI frustrating, limiting their ability to effectively manage and analyze data. #### What Are Recent G2 Reviews of Observe.AI? **["Observe.AI Turns Customer Conversations into Actionable Insights at Scale"](https://www.g2.com/survey_responses/observe-ai-review-13229500)** **Rating:** 4.5/5.0 stars _— LOKESH G._ [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13229500) **["Intuitive AI Insights That Streamline Call Reviews and Coaching"](https://www.g2.com/survey_responses/observe-ai-review-13171979)** **Rating:** 5.0/5.0 stars _— Atharva S._ [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13171979) #### What Are G2 Users Discussing About Observe.AI? - [What is Observe.AI used for?](https://www.g2.com/discussions/what-is-observe-ai-used-for) - 1 upvote - ‹ Prev ‹ Prev - 1 - [2](/pt/categories/contact-center-quality-assurance?order=g2_score&page=2#product-list) - [3](/pt/categories/contact-center-quality-assurance?order=g2_score&page=3#product-list) - [4](/pt/categories/contact-center-quality-assurance?order=g2_score&page=4#product-list) - [5](/pt/categories/contact-center-quality-assurance?order=g2_score&page=5#product-list) - … - [11](/pt/categories/contact-center-quality-assurance?order=g2_score&page=11#product-list) - [12](/pt/categories/contact-center-quality-assurance?order=g2_score&page=12#product-list) - [Next › Next ›](/pt/categories/contact-center-quality-assurance?order=g2_score&page=2#product-list) Categorias em Destaque [Sistemas de PDV para Restaurantes](https://www.g2.com/pt/categories/restaurant-pos) [Software de Gestão de Conselhos](https://www.g2.com/pt/categories/board-management) [Software de Verificação de Identidade](https://www.g2.com/pt/categories/identity-verification) [Software de Compensação de Vendas](https://www.g2.com/pt/categories/sales-compensation) [Software de Gestão de Reputação Online](https://www.g2.com/pt/categories/online-reputation-management) Categorias Similares - [Infraestrutura de Call Center (CCI)](/pt/categories/call-center-infrastructure-cci) - [Centro de Contato](/pt/categories/contact-center) - [Observabilidade de IA em Centros de Contato](/pt/categories/contact-center-ai-observability) - [Base de Conhecimento do Contact Center](/pt/categories/contact-center-knowledge-base) - [Força de Trabalho do Contact Center](/pt/categories/contact-center-workforce) - [Análise de Discurso](/pt/categories/speech-analytics) [Browse Garantia de Qualidade do Centro de Contato Themes](/pt/categories/contact-center-quality-assurance/themes) ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath") ID Pesquisado e escrito por [Inia Debnath](https://research.g2.com/insights/author/inia-debnath) Updated October 3, 2024 O software de garantia de qualidade de contact center é projetado para ajudar as empresas a avaliar o desempenho de suas operações de atendimento ao cliente. Para call centers e equipes de atendimento ao cliente, a garantia de qualidade (QA) é um processo essencial para melhorar a satisfação do cliente e o engajamento dos funcionários. O software de garantia de qualidade de contact center é usado principalmente por gerentes de atendimento ao cliente para avaliar o desempenho dos agentes, fornecer feedback oportuno aos funcionários e aumentar a produtividade do departamento. O software de garantia de qualidade de contact center pode ser integrado a outras ferramentas de vendas ou atendimento ao cliente, como [software de CRM](https://www.g2.com/pt/categories/crm) ou [software de help desk](https://www.g2.com/pt/categories/help-desk), mas muitos também oferecem a opção de ser usado como um produto independente. Embora muitas empresas ofereçam soluções de garantia de qualidade de contact center como um produto independente, há algumas que oferecem uma solução tudo-em-um na qual a garantia de qualidade é fornecida como um recurso adicional junto com a oferta principal do produto. Para se qualificar para inclusão na categoria de Garantia de Qualidade de Contact Center, um produto deve: - Facilitar a criação e personalização de cartões de pontuação para avaliar interações com clientes - Oferecer ferramentas para fornecer feedback personalizado ou sessões de coaching para agentes - Fornecer análises que ofereçam insights sobre o desempenho da equipe e dos agentes - Integrar-se com outros softwares de atendimento ao cliente ou CRM - Ser especificamente destinado ao uso em um ambiente de call center Principais Ferramentas em Resumo | Product | Melhor para | User Review | | --- | --- | --- | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[Agentforce Service...](https://www.g2.com/pt/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[4.4/5(7,359)](https://www.g2.com/pt/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | Garantia de qualidade de casos omnicanal nativa do Salesforce | "A Evolução do Serviço: Ligando a Lacuna Entre Dados e Ação." | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c1552446554a926f652360b7436eb588/my-sqm-auto-qa.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/my-sqm-auto-qa/reviews)[my.SQM Auto QA](https://www.g2.com/pt/products/my-sqm-auto-qa/reviews)[4.5/5(359)](https://www.g2.com/pt/products/my-sqm-auto-qa/reviews) | Auto-coaching de FCR e CSAT a nível de agente | "Integração Intuitiva, Sem Costura e Controle de Qualidade Rico em Recursos" | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/genesys-cloud-cx/reviews)[Genesys Cloud CX](https://www.g2.com/pt/products/genesys-cloud-cx/reviews)[4.4/5(1,558)](https://www.g2.com/pt/products/genesys-cloud-cx/reviews) | QA omnicanal com cartões de pontuação unificados para agentes | "Poder Omnicanal Centralizado com Relatórios em Tempo Real Perspicazes" | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_25fb15338209004156581bd3625df4ec/evaluagent.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/evaluagent/reviews)[evaluagent](https://www.g2.com/pt/products/evaluagent/reviews)[4.5/5(447)](https://www.g2.com/pt/products/evaluagent/reviews) | Pontuação de QA a nível de agente com coaching em ciclo fechado | "A EvaluAgent torna a QA rápida, justa e acionável para equipes de suporte por e-mail." | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_7f494745c459e43bff60695e304f57d0/scorebuddycx.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/scorebuddycx/reviews)[ScorebuddyCX](https://www.g2.com/pt/products/scorebuddycx/reviews)[4.5/5(835)](https://www.g2.com/pt/products/scorebuddycx/reviews) | Structured scorecard-to-coaching QA workflows | "Monitoramento de Qualidade Simples e Poderoso com Fichas de Avaliação Altamente Personalizáveis" | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/talkdesk/reviews)[Talkdesk](https://www.g2.com/pt/products/talkdesk/reviews)[4.4/5(2,586)](https://www.g2.com/pt/products/talkdesk/reviews) | QA de chamadas pontuadas por IA com ciclos de coaching para agentes | "Talkdesk mantém as chamadas organizadas com relatórios poderosos e insights de coaching" | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_6279564d0eb5ef7265ffc724050f34a8/hiya-connect-branded-call.jpeg "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/hiya-connect-branded-call/reviews)[Hiya Connect Branded Call](https://www.g2.com/pt/products/hiya-connect-branded-call/reviews)[4.7/5(137)](https://www.g2.com/pt/products/hiya-connect-branded-call/reviews) | Outbound call spam-remediation with branded caller ID | "Branding sem esforço com reconhecimento de chamadas aprimorado" | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_6026e3be34ed2736eac4c10a6ef83111/balto.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/balto/reviews)[Balto](https://www.g2.com/pt/products/balto/reviews)[4.8/5(593)](https://www.g2.com/pt/products/balto/reviews) | Treinamento de conformidade em tempo real com pontuação automática de QA | "Balto mantém as chamadas confiantes, em conformidade e naturais com coaching em tempo real" | | [![Imagem do Avatar do Produto](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Imagem do Avatar do Produto")](https://www.g2.com/pt/products/five9-intelligent-cloud-contact-center-platform/reviews)[Five9 Intelligent Cloud...](https://www.g2.com/pt/products/five9-intelligent-cloud-contact-center-platform/reviews)[4.1/5(625)](https://www.g2.com/pt/products/five9-intelligent-cloud-contact-center-platform/reviews) | Pontuação de agentes omnichannel com fluxos de trabalho de monitoramento ao vivo | "Plataforma Web Rápida e Intuitiva com Suporte Confiável" | * * * Show More ### Tópicos de Garantia de Qualidade do Contact Center - [Qual é o melhor software de garantia de qualidade para contact centers na indústria de tecnologia?](#qual-e-o-melhor-software-de-garantia-de-qualidade-para-contact-centers-na-industria-de-tecnologia) - [Qual software de garantia de qualidade para contact centers é o melhor para pequenas empresas?](#qual-software-de-garantia-de-qualidade-para-contact-centers-e-o-melhor-para-pequenas-empresas) - [FAQs sobre Software de Garantia de Qualidade para Contact Centers](#faqs-sobre-software-de-garantia-de-qualidade-para-contact-centers) - [FAQs Mais Populares](#faqs-mais-populares) - [FAQs para Pequenas Empresas](#faqs-para-pequenas-empresas) - [FAQs para Empresas](#faqs-para-empresas) [ ### Tópicos de Garantia de Qualidade do Contact Center Expandir/Recolher ](#) - [Qual é o melhor software de garantia de qualidade para contact centers na indústria de tecnologia?](#qual-e-o-melhor-software-de-garantia-de-qualidade-para-contact-centers-na-industria-de-tecnologia) - [Qual software de garantia de qualidade para contact centers é o melhor para pequenas empresas?](#qual-software-de-garantia-de-qualidade-para-contact-centers-e-o-melhor-para-pequenas-empresas) - [FAQs sobre Software de Garantia de Qualidade para Contact Centers](#faqs-sobre-software-de-garantia-de-qualidade-para-contact-centers) - [FAQs Mais Populares](#faqs-mais-populares) - [FAQs para Pequenas Empresas](#faqs-para-pequenas-empresas) - [FAQs para Empresas](#faqs-para-empresas) ## Saiba Mais Sobre Software de Garantia de Qualidade de Contact Center ### Qual é o melhor software de garantia de qualidade para contact centers na indústria de tecnologia? - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews): Oferece uma solução abrangente de QA digital, permitindo que as equipes avancem além da garantia de qualidade básica para uma gestão completa de qualidade com cartões de pontuação personalizáveis e análises em tempo real. - [Convin.ai](https://www.g2.com/products/convin-ai/reviews): Utiliza IA generativa para analisar conversas com clientes, fornecendo insights para treinamento de agentes e melhoria de desempenho, tornando-o ideal para contact centers orientados por tecnologia. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Fornece IA integrada para melhorar a eficiência operacional, oferecendo insights precisos e imparciais das interações com clientes e facilitando avaliações eficazes de agentes. - [MaestroQA](https://www.g2.com/products/maestroqa/reviews): Oferece garantia de qualidade omnicanal com ferramentas para rastreamento de desempenho de agentes, treinamento e otimização de processos, adaptadas para equipes de suporte modernas. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews): Combina inteligência de conversação impulsionada por IA com QA automatizada, oferecendo insights detalhados para melhorar a experiência do cliente e o desempenho dos agentes. ### Qual software de garantia de qualidade para contact centers é o melhor para pequenas empresas? - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Oferece cartões de pontuação simples e personalizáveis e painéis intuitivos, tornando-o ideal para pequenas equipes que buscam uma avaliação eficaz de agentes sem configuração complexa. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews): Oferece insights de QA impulsionados por IA com transcrição de chamadas, análise de sentimento e tendências de desempenho, tornando-o acessível para equipes menores que adotam automação. - [Zendesk QA](https://www.g2.com/products/zendesk-qa/reviews): Anteriormente conhecido como Klaus, esta ferramenta fornece revisões de conversas impulsionadas por IA e recursos de AutoQA, ajudando pequenas equipes a automatizar verificações de qualidade e melhorar a experiência do cliente. ### FAQs sobre Software de Garantia de Qualidade para Contact Centers ### FAQs Mais Populares #### Qual software de garantia de qualidade para contact centers tem as melhores avaliações? Com base nos dados de avaliação do G2, várias plataformas consistentemente recebem notas altas por satisfação geral, facilidade de uso e suporte de qualidade. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Uma plataforma de QA dedicada elogiada por seus cartões de pontuação personalizáveis, painéis intuitivos e fluxos de trabalho de coaching estruturados que transformam avaliações em desenvolvimento mensurável de agentes. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Uma ferramenta de garantia de qualidade e gestão de desempenho reconhecida por cobertura de QA automatizada, automação de conformidade e fortes recursos de engajamento de agentes que reduzem o tempo de revisão manual. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — Uma solução de QA automatizada notada por pontuar 100% das interações, fornecendo insights de coaching acionáveis imediatos e oferecendo uma experiência direta voltada para o agente. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Uma plataforma de análise e gestão de qualidade para contact centers que combina relatórios em tempo real, análise de fala e avaliações impulsionadas por IA em um único espaço de trabalho centralizado. #### Quais são os melhores aplicativos de QA para integração móvel em contact centers? Para equipes que precisam acessar pontuações de qualidade, dados de desempenho e insights de coaching em dispositivos móveis, as seguintes plataformas oferecem acessibilidade entre dispositivos. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Os revisores observam especificamente que o Scorebuddy pode ser acessado em qualquer dispositivo, incluindo laptops, desktops e dispositivos móveis, com atualizações de pontuação em tempo real disponíveis independentemente da plataforma. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — Uma plataforma de QA automática construída para acessibilidade de agentes, permitindo que supervisores e agentes revisem dados de desempenho, sessões de coaching e resultados de pesquisas de praticamente qualquer dispositivo. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — Uma plataforma de contact center baseada em nuvem com uma interface limpa e amigável para dispositivos que suporta revisão de gravações de chamadas, monitoramento de atividades de agentes e rastreamento de qualidade em dispositivos móveis e desktops. #### Quais são os melhores softwares de QA para contact centers na indústria de tecnologia? Empresas de tecnologia e equipes de serviços de TI requerem ferramentas de QA que se integrem de forma limpa com plataformas existentes, suportem fluxos de trabalho técnicos e forneçam dados de desempenho granulares. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Amplamente adotado por empresas de tecnologia e terceirização, o SuccessKPI se integra com plataformas como Genesys Cloud CX e oferece painéis de BI sem código, análise de fala e avaliação de qualidade impulsionada por IA. - [Agentforce Service (anteriormente Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — Uma plataforma de serviço nativa do Salesforce favorecida por empresas de tecnologia por seu Einstein AI, fluxos de trabalho acionados por IoT e integração abrangente de CRM que centraliza todos os dados de interação com o cliente. - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — Uma plataforma omnicanal de nível empresarial usada em organizações de tecnologia e serviços para fluxos de trabalho de suporte de ponta a ponta, ferramentas de copiloto de agente em tempo real e recursos de coaching para supervisores. #### Qual é a plataforma de reconhecimento de voz mais confiável para desenvolvedores de software? Desenvolvedores de software e equipes técnicas que constroem em infraestrutura de contact center requerem plataformas com capacidades robustas de conversão de fala em texto, acesso a API e suporte multilíngue. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Oferece transcrição de alta qualidade com análise de sentimento por IA, construção de prompts GenAI via Copilot e análises personalizáveis que os desenvolvedores podem estender através de relatórios flexíveis e integrações de conjuntos de dados. - [Mihup](https://www.g2.com/products/mihup/reviews) — Uma plataforma de inteligência de fala em tempo real reconhecida por sua análise abrangente de interações em idiomas indianos e inglês, tornando-a particularmente forte para ambientes de desenvolvedores multilíngues. - [Balto](https://www.g2.com/products/balto/reviews) — Uma ferramenta de análise de fala em tempo real que escuta chamadas ao vivo, fornece orientação em tempo real para agentes e gera resumos pós-chamada precisos com supervisão de conformidade integrada. #### Quais são os softwares de garantia de qualidade mais fáceis de usar para call centers? A facilidade de uso é uma das prioridades mais frequentemente citadas em avaliações de software de QA para call centers, especialmente para equipes que precisam de integração rápida e mínima sobrecarga técnica. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Consistentemente elogiado por sua interface intuitiva, criação simples de cartões de pontuação e painéis acessíveis que requerem treinamento mínimo tanto para analistas de QA quanto para agentes de linha de frente. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Os revisores destacam sua interface simplificada e sem desordem que simplifica avaliações de alto volume, reduz o tempo de atualização de páginas durante revisões de tickets e mantém a configuração simples desde o primeiro dia. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — Uma plataforma centrada no agente conhecida por sua facilidade de navegação, entrega de feedback em tempo real e painéis personalizáveis que ajudam os agentes a entender rapidamente seu próprio desempenho sem depender de gerentes. ### FAQs para Pequenas Empresas #### Qual é o software de garantia de qualidade para contact centers mais acessível para PMEs? Para pequenas e médias empresas que exploram ferramentas de QA para contact centers, você pode navegar por opções especificamente filtradas para seu segmento na página de QA para contact centers de pequenas empresas do G2. As seguintes ferramentas são frequentemente mencionadas por revisores de PMEs como oferecendo forte valor em relação ao custo. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Uma plataforma de QA baseada em nuvem que equipes de PMEs usam para construir cartões de pontuação personalizados, rastrear tendências de desempenho e oferecer coaching estruturado sem exigir uma grande equipe de operações para mantê-la. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Projetado para automatizar a cobertura de QA e reduzir a carga de trabalho manual, o EvaluAgent dá a equipes menores a capacidade de monitorar uma porcentagem maior de interações do que a amostragem tradicional permitiria. - [Balto](https://www.g2.com/products/balto/reviews) — Uma ferramenta de orientação de chamadas em tempo real que contact centers menores usam para escalar QA sem aumentar proporcionalmente o número de funcionários, permitindo comportamento consistente de agentes e conformidade através de prompts ao vivo durante as chamadas. #### Qual é o melhor software de garantia de qualidade para contact centers para startups? Startups precisam de software de QA que seja rápido de implantar, exija mínima configuração e escale à medida que sua equipe cresce. As seguintes opções são bem adequadas para operações de contact center em estágio inicial. - [Balto](https://www.g2.com/products/balto/reviews) — Equipes de startups usam o Balto para automatizar o coaching de agentes em tempo real sem uma grande equipe de QA, com revisores observando que a implementação é rápida e a plataforma escala o monitoramento de chamadas sem esforço à medida que a equipe cresce. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Uma ferramenta de QA direta que startups adotam por sua configuração rápida, cartões de pontuação personalizáveis e fluxos de trabalho de coaching integrados que substituem processos de qualidade baseados em planilhas sem exigir recursos técnicos. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — Uma plataforma de chamadas baseada em nuvem com monitoramento de qualidade integrado, gravação de chamadas e integrações de CRM que startups usam para gerenciar comunicações de entrada e saída a partir de uma interface única e escalável. #### Qual software de garantia de qualidade para contact centers é o mais fácil de usar para startups? Startups geralmente não têm equipes dedicadas de operações de QA, tornando a facilidade de integração e usabilidade no dia a dia critérios de seleção críticos. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Revisores de startups frequentemente citam a interface simples do Scorebuddy e o rápido retorno sobre o investimento como razões principais para a adoção, observando que agentes e gerentes podem navegar na plataforma sem treinamento extensivo. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — Uma plataforma de QA automatizada que elimina a necessidade de configuração complexa ao pontuar automaticamente cada interação, dando às equipes de startups visibilidade instantânea do desempenho dos agentes com configuração mínima. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Revisores em organizações menores consistentemente observam que a configuração inicial do EvaluAgent é direta e que a interface da plataforma é limpa o suficiente para integrar rapidamente novos membros da equipe. #### Quais são as melhores ferramentas de coaching de QA para contact centers de pequenas empresas? O coaching é uma das aplicações de maior impacto dos dados de QA em contact centers menores, onde os gerentes geralmente lidam com responsabilidades de avaliação e desenvolvimento. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Apresenta um fluxo de trabalho de coaching integrado e LMS opcional que conecta pontuações de QA diretamente a sessões de desenvolvimento estruturadas, dando a pequenas equipes uma única plataforma para avaliar e melhorar o desempenho dos agentes. - [Balto](https://www.g2.com/products/balto/reviews) — Fornece coaching em tempo real durante as chamadas através de prompts ao vivo e resumos pós-chamada, permitindo que gerentes em pequenos contact centers ofereçam feedback consistente e baseado em dados sem ouvir manualmente cada chamada. - [ReflexAI Prepare](https://www.g2.com/products/reflexai-prepare/reviews) — Uma plataforma de treinamento e simulação impulsionada por IA usada por equipes menores para preparar agentes para interações difíceis com clientes através de cenários de prática realistas e sem risco que reduzem a carga sobre os treinadores humanos. #### Quais plataformas de QA para contact centers oferecem forte gravação e revisão de chamadas para pequenas equipes? Para pequenas equipes de contact center, a gravação de chamadas e o fácil acesso à revisão são capacidades fundamentais de QA que impactam diretamente a qualidade do coaching e a conformidade. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — Uma plataforma de contact center VoIP que pequenas equipes usam por seus recursos acessíveis de gravação e reprodução de chamadas, com revisores destacando a rapidez com que os supervisores podem localizar e revisar conversas específicas. - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — Uma plataforma de chamadas de entrada e saída com gravação de chamadas integrada, pontuação por IA e integração de CRM que pequenas equipes de vendas e suporte usam para revisar e melhorar a qualidade das chamadas sem infraestrutura complexa. - [3CLogic Cloud Call Center](https://www.g2.com/products/3clogic-cloud-call-center/reviews) — Uma plataforma de call center em nuvem usada por equipes pequenas e médias por sua qualidade de chamada confiável, capacidades de QA integradas e integração perfeita com plataformas como ServiceNow para gestão centralizada de interações. ### FAQs para Empresas #### Quais são os softwares de garantia de qualidade para contact centers mais bem avaliados para empresas de tecnologia? Empresas de tecnologia requerem plataformas de QA que escalem em grandes populações de agentes, integrem-se com pilhas tecnológicas complexas e forneçam insights impulsionados por IA em volume. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Equipes de tecnologia empresarial usam o SuccessKPI por sua orquestração unificada de dados CCaaS e CRM, painéis de BI sem código, avaliações impulsionadas por IA e integração profunda com plataformas como Genesys Cloud CX. - [Agentforce Service (anteriormente Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — Uma plataforma empresarial nativa do Salesforce amplamente usada em organizações de tecnologia para automação inteligente, visualizações de dados de clientes em 360 graus e resolução de casos assistida por IA que escala em equipes de suporte globais. - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — Uma plataforma de contact center em nuvem flexível e aberta que empresas de tecnologia implantam para engajamento omnicanal, roteamento impulsionado por IA, gestão de força de trabalho e gamificação em grandes equipes de agentes distribuídas. #### Quais são as ferramentas de software de garantia de qualidade para contact centers mais confiáveis para empresas? Confiabilidade, tempo de atividade e desempenho consistente em escala são preocupações principais para compradores empresariais que avaliam software de QA para contact centers. - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — Revisores empresariais consistentemente destacam o tempo de atividade, escalabilidade e flexibilidade arquitetônica do Genesys Cloud CX como razões pelas quais ele é confiável para operações de contact center críticas globalmente. - [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — Uma plataforma tudo-em-um de gestão de força de trabalho, análises e monitoramento de qualidade de agentes em tempo real que empresas usam para prever demanda, agendar agentes e rastrear desempenho em grandes operações de contact center. - [Verint CX Automation](https://www.g2.com/products/verint-cx-automation/reviews) — Uma plataforma de automação de QA empresarial reconhecida por reduzir o esforço de avaliação manual, minimizar a subjetividade nas revisões de qualidade e fornecer dados de desempenho factuais em escala empresarial. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) — Uma plataforma de inteligência de conversação impulsionada por IA que equipes empresariais usam para reduzir o tempo médio de atendimento, identificar oportunidades de treinamento e fornecer insights de coaching baseados em dados em grandes populações de agentes. #### Quais são os softwares de garantia de qualidade para contact centers mais bem avaliados para integração de aplicativos empresariais? Contact centers empresariais requerem plataformas de QA que se integrem perfeitamente com CRMs, plataformas CCaaS, sistemas de gestão de força de trabalho e ferramentas de inteligência de negócios. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Reconhecido por sua integração profunda com Genesys Cloud CX e outras plataformas CCaaS, o SuccessKPI unifica dados de telefonia e CRM em uma única visão analítica sem exigir exportações manuais de dados. - [Agentforce Service (anteriormente Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — Construído na plataforma Salesforce, o Agentforce Service conecta operações de serviço ao ecossistema completo do Salesforce, permitindo que empresas centralizem dados de clientes, automatizem fluxos de trabalho e integrem IA em todos os canais. - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — Uma plataforma omnicanal empresarial que consolida interações com clientes em todos os canais em um espaço de trabalho unificado, com ferramentas de copiloto de IA, integrações baseadas em MCP com bancos de dados internos e monitoramento robusto de supervisores. #### Qual software de QA para contact centers as grandes empresas usam para monitoramento de conformidade? O monitoramento de conformidade é um caso de uso crítico para contact centers empresariais em indústrias regulamentadas, como serviços financeiros, saúde e seguros, onde o software de QA deve fornecer trilhas de auditoria, rastreamento de adesão a scripts e sinalização automatizada. - [Verint CX Automation](https://www.g2.com/products/verint-cx-automation/reviews) — Uma plataforma de automação de conformidade e qualidade empresarial que reduz o esforço de avaliação manual, aumenta a objetividade na pontuação de conformidade e apoia indústrias regulamentadas com processos de QA estruturados e auditáveis. - [Balto](https://www.g2.com/products/balto/reviews) — Usado em ambientes empresariais regulamentados para supervisão de conformidade em tempo real, com prompts ao vivo que garantem que os agentes sigam os scripts e divulgações exigidos em cada chamada, e resumos pós-chamada automatizados para documentação de auditoria. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Equipes de conformidade empresarial usam o Scorebuddy por seus cartões de pontuação estruturados, trilhas de auditoria e capacidades de rastreamento de conformidade PCI, com total personalização para alinhar critérios de QA com requisitos regulatórios em várias equipes e locais. #### Quais plataformas de QA para contact centers fornecem monitoramento de qualidade impulsionado por IA para empresas? O monitoramento de qualidade impulsionado por IA permite que contact centers empresariais analisem 100% das interações em vez de depender de amostragem manual, revelando insights em uma escala que os processos tradicionais de QA não podem igualar. - [Level AI](https://www.g2.com/products/level-ai/reviews) — Uma plataforma de QA impulsionada por IA que equipes empresariais usam para conduzir auditorias automatizadas de interações, sinalizar revisões de alta prioridade e fornecer dados de desempenho baseados em transcrições em grandes operações de contact center distribuídas globalmente. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Oferece IA de nível empresarial com análise de sentimento, formulários de avaliação GenAI, recursos de prompt profundo e a capacidade de monitorar 100% das chamadas com pontuação de QA automatizada e painéis de desempenho em tempo real. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) — Uma plataforma de inteligência de conversação construída para monitoramento de qualidade impulsionado por IA em escala empresarial, fornecendo recomendações de coaching automatizadas, análise de tendências em todas as interações e implantação flexível apoiada por gestão de contas experiente. **Última atualização em 24 de abril de 2026**