# Best Enterprise Contact Center Quality Assurance Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Products classified in the overall Contact Center Quality Assurance category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Contact Center Quality Assurance to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Contact Center Quality Assurance category. In addition to qualifying for inclusion in the Contact Center Quality Assurance Software category, to qualify for inclusion in the Enterprise Business Contact Center Quality Assurance Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business. ## Top Contact Center Quality Assurance Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,967 reviews) | Salesforce-native omnichannel case quality assurance | "[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)" | | 2 | [RingEX](https://www.g2.com/products/ringex/reviews) | 4.2/5.0 (1,364 reviews) | — | "[Seamless Communication, Unifies Our Workflow](https://www.g2.com/survey_responses/ringex-review-12983792)" | | 3 | [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) | 4.5/5.0 (345 reviews) | Agent-level FCR and CSAT self-coaching | "[Intuitive, Seamless Integration, and Feature-Rich Quality Control](https://www.g2.com/survey_responses/my-sqm-auto-qa-review-12417750)" | | 4 | [evaluagent](https://www.g2.com/products/evaluagent/reviews) | 4.5/5.0 (437 reviews) | Agent-level QA scoring with closed-loop coaching | "[User-Friendly Features That Transformed Our Call Center Operations](https://www.g2.com/survey_responses/evaluagent-review-13017982)" | | 5 | [Hiya Connect Branded Call](https://www.g2.com/products/hiya-connect-branded-call/reviews) | 4.7/5.0 (135 reviews) | Outbound call spam-remediation with branded caller ID | "[Effortless Branding with Boosted Call Recognition](https://www.g2.com/survey_responses/hiya-connect-branded-call-review-12913177)" | | 6 | [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews) | 4.5/5.0 (797 reviews) | Structured scorecard-to-coaching QA workflows | "[Intuitive, User-Friendly Scorebuddy That Simplifies Customer Support Evaluations](https://www.g2.com/survey_responses/scorebuddycx-review-12442475)" | | 7 | [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) | 4.4/5.0 (1,463 reviews) | Omnichannel QA with unified agent scorecards | "[Effortless Setup, Powerful Integrations](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)" | | 8 | [Talkdesk](https://www.g2.com/products/talkdesk/reviews) | 4.4/5.0 (2,429 reviews) | AI-scored call QA with agent coaching loops | "[Built a whole healthcare call flow in it - took time but it actually works](https://www.g2.com/survey_responses/talkdesk-review-12800159)" | | 9 | [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) | 4.8/5.0 (1,053 reviews) | Agent evaluation and coaching feedback loops | "[evaluation use](https://www.g2.com/survey_responses/playvox-quality-management-review-6719629)" | | 10 | [Balto](https://www.g2.com/products/balto/reviews) | 4.8/5.0 (577 reviews) | Real-time compliance coaching with auto-QA scoring | "[Balto Keeps Calls Confident, Compliant, and Natural with Real-Time Coaching](https://www.g2.com/survey_responses/balto-review-12794530)" | --- ## What Are the Most Common Questions About Contact Center Quality Assurance Software? *AI-generated · Last updated: May 26, 2026* ### What efficient contact center quality assurance platforms? Based on G2 reviews, efficient contact center quality assurance platforms are typically described as tools that help teams review more interactions, centralize feedback, and reduce manual effort. Reviewers across this category frequently mention automation, searchable transcripts, scorecards, coaching workflows, and reporting as the capabilities that make day-to-day QA work faster. According to verified users, teams value platforms that surface trends, flag coaching opportunities, and keep evaluations consistent across calls, chats, and other channels. G2 reviewers mention that efficiency often improves when platforms combine monitoring, analytics, and feedback in one place, though some users also note setup complexity, reporting limitations, or navigation learning curves depending on the product. ### What user-friendly quality assurance software for call centers? Based on G2 reviews, user-friendly quality assurance software for call centers is usually described as software with clear navigation, intuitive dashboards, and workflows that are easy for evaluators and agents to adopt. According to verified users, products in this category stand out when scorecards, reports, transcripts, and coaching tools are easy to access without heavy technical effort. G2 reviewers mention that ease of use is especially important for onboarding new team members, reviewing calls quickly, and reducing time spent switching between systems. At the same time, some users note that even user-friendly platforms can still involve a learning curve for advanced reporting, customization, or deeper analytics, especially in larger or more complex environments. ### What is the best contact center QA software for small businesses? Based on G2 reviews, [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) stands out for small businesses because reviewers consistently describe it as easy to use, straightforward to learn, and practical for managing scorecards, coaching, and day-to-day quality monitoring. According to verified users, smaller teams often value software that simplifies QA workflows without requiring heavy setup or a large internal admin team. G2 reviewers mention that the right fit for small businesses usually combines ease of navigation, clear reporting, and customizable evaluations, while still helping teams identify coaching opportunities and track agent performance over time. Some reviews also note tradeoffs such as reporting depth or occasional navigation friction, so fit still depends on team needs and workflow complexity. **Here are some of the top-rated products on G2:** - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – commonly praised for easy scorecards, clear QA workflows, and coaching visibility for daily audits - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) – often used for centralized case management, omnichannel support, and workflow automation - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – frequently mentioned for performance tracking, structured evaluations, and accessible feedback for agents ### What highly recommended contact center quality monitoring solutions? Based on G2 reviews, highly recommended contact center quality monitoring solutions are often the ones that help teams evaluate more interactions, coach agents consistently, and uncover trends without relying only on manual sampling. According to verified users, buyers tend to value platforms that combine scorecards, recordings or transcripts, analytics, and feedback workflows in one place. G2 reviewers mention that strong solutions in this category also support calibration, performance visibility, and easier reporting for managers. At the same time, recommendations often come with practical caveats around setup effort, customization, and reporting flexibility. In short, the most recommended options are usually those that make QA more scalable while still giving supervisors actionable insights for coaching and service improvement. ### What leading contact center quality assurance tools comparison? Based on G2 reviews, a comparison of leading contact center quality assurance tools usually comes down to a few recurring themes: automation depth, reporting usability, coaching workflows, transcript quality, and ease of setup. According to verified users, some products are favored for customizable scorecards and structured audits, while others are praised for broader conversation analytics, real-time guidance, or strong integrations with contact center and CRM systems. G2 reviewers mention that certain platforms are especially useful for scaling QA coverage, while others stand out for agent-facing feedback, calibration support, or simpler daily workflows. The tradeoffs buyers most often note involve reporting complexity, learning curve, system speed, and how much configuration is needed before teams see value. ### What top-rated contact center quality assurance software vendors? Based on G2 reviews, top-rated contact center quality assurance software vendors are generally recognized for helping teams centralize evaluations, coach more effectively, and review more conversations with less manual effort. According to verified users, the strongest vendors in this category are often praised for clear workflows, scalable analytics, dependable support, and integrations with broader contact center operations. G2 reviewers mention that buyers often differentiate vendors based on whether they prioritize ease of use, customizable scorecards, conversation intelligence, or broader contact center functionality. Human support and implementation experience also come up frequently in reviews, especially for teams rolling out QA programs across larger operations. Overall, top-rated vendors tend to pair practical usability with measurable visibility into agent performance and customer interactions. **Here are some of the top-rated products on G2:** - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – often highlighted for structured scorecards, coaching follow-up, and accessible reporting for QA teams - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) – frequently used for centralized support operations, omnichannel case handling, and automation - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – commonly used for monitoring agent performance, quality reviews, and feedback visibility ### What best contact center QA app for mobile integration? Based on G2 reviews, the best contact center QA app for mobile integration depends on whether teams prioritize mobile access for reviewing schedules, scores, calls, or customer interactions. According to verified users, some products are appreciated for working across devices or making it easier to stay connected away from a desk, while others receive feedback asking for stronger mobile support or better mobile app performance. G2 reviewers mention that mobile readiness matters most when supervisors, agents, or distributed teams need flexibility to review quality data and interactions on the go. Reviews also show that buyers should look closely at what “mobile integration” means in practice, since some tools support mobile access well while others still have limitations around app experience or feature depth. **Here are some of the top-rated products on G2:** - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) – reviewers note easy access to scores, dashboards, and customer feedback with a simple user experience - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – frequently used for QA visibility, score tracking, and coaching workflows that reviewers find easy to access - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – often praised for clear feedback access and performance tracking, with some users requesting broader mobile support ### What contact center quality assurance tool with top reviews? Based on G2 reviews, a contact center quality assurance tool with top reviews is usually one that balances practical usability with scalable evaluation and coaching features. According to verified users, the most positively reviewed tools often help teams automate parts of QA, surface clear performance insights, and make feedback more consistent across agents. G2 reviewers mention that highly reviewed products in this category often stand out for intuitive workflows, strong scorecard support, and easier access to recordings, transcripts, or summaries. Buyers also pay attention to implementation support and how well reporting fits daily operations. While no tool is described as perfect in every review, products with top reviews tend to show consistent value in improving visibility, coaching quality, and operational efficiency. ### Which affordable QA software for call centers? Based on G2 reviews, affordable QA software for call centers is generally understood as software that delivers core quality monitoring, scorecards, and coaching value without requiring overly heavy administration. According to verified users, affordability is often discussed alongside ease of implementation, reporting practicality, and whether the tool helps teams save time by reducing manual reviews. G2 reviewers mention that some products are seen as easier to adopt for teams watching costs, while others are described as more premium or as becoming expensive when advanced features are added. Buyers looking for affordable options typically prioritize usability, dependable workflow support, and enough analytics to improve agent performance without introducing unnecessary complexity or overhead. **Here are some of the top-rated products on G2:** - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – often described as practical for daily QA audits, customizable scorecards, and coaching follow-up - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – commonly used for accessible quality tracking, evaluations, and agent improvement workflows - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) – reviewers frequently mention easy access to customer feedback, dashboards, and performance visibility ### What best QA software for contact centers in tech industry? Based on G2 reviews, the best QA software for contact centers in tech industry settings is usually the software that helps teams handle scale, process complexity, and detailed performance analysis across support interactions. According to verified users, technology-focused teams often value searchable transcripts, centralized reporting, automation, integrations, and the ability to identify coaching opportunities quickly. G2 reviewers mention that tools in this category are especially helpful when managers need consistent evaluation frameworks, faster root-cause analysis, and visibility across large volumes of conversations. Reviews also suggest that the best fit depends on the maturity of the support operation, because some products are better suited for simpler QA workflows while others support broader analytics and more advanced operational oversight. **Here are some of the top-rated products on G2:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) – often used to centralize customer data, automate workflows, and support complex omnichannel service operations - [evaluagent](https://www.g2.com/products/evaluagent/reviews) – reviewers frequently cite performance tracking, structured evaluations, and scalable feedback workflows - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) – commonly praised for customizable scorecards, trend visibility, and coaching support for QA teams ## How Many Contact Center Quality Assurance Software Products Does G2 Track? **Total Products under this Category:** 163 ### Category Stats (Jul 2026) - **Average Rating**: 4.53/5 (↓0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Zoom Contact Center (+0.28%) - Among all products in this category, Zoom Contact Center recorded the largest rating increase compared to last month *Last updated: July 06, 2026* ## How Does G2 Rank Contact Center Quality Assurance Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 35,000+ Authentic Reviews - 163+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. --- **Sponsored** ### Zoho CRM Zoho CRM is a cloud-based 360° customer relationship management tool that caters to business needs of mid-scale businesses to large-scale enterprises. Key features include contact management, sales funnels, pipeline management, workflow automation, AI-powered conversational assistant, task management, managing marketing campaigns, sales forecasting, customer support & service, inventory management, reporting & analytics, and seamlessly integrating with 500+ popular business apps in a single business system. 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[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:** 6,967 **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) - **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:** https://www.salesforce.com/ - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (579,511 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (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% Mid-Market, 37% Enterprise #### What Are Agentforce Service (formerly Salesforce Service Cloud)'s Pros and Cons? **Pros:** - Ease of Use (1705 reviews) - Features (1497 reviews) - Case Management (1479 reviews) - Efficiency (1297 reviews) - Integrations (678 reviews) **Cons:** - Complexity (912 reviews) - Learning Curve (787 reviews) - Expensive (585 reviews) - Missing Features (584 reviews) - Limited Customization (501 reviews) ### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Agentforce Service, which simplifies configuration and management processes effectively. - Users appreciate the **centralized management of customer support** interactions, enhancing efficiency and satisfaction through AI-driven automation. - Users appreciate the **efficient case management** feature, enabling quick access to comprehensive information for superior customer service. - Users appreciate the **efficiency** of Agentforce Service, as it boosts productivity and streamlines case management in one portal. - Users value the **seamless SFDC integration** , enhancing customer service efficiency and providing instant access to crucial data. **Cons:** - Users find the **system complexity** challenging, struggling with configuration and integration across various platforms and data sources. - Users find the **steep learning curve** of Agentforce Service challenging, often needing expert assistance for effective use. - Users find the **cost of Agentforce Service** to be a significant barrier, especially with escalating prices for additional features. - Users find **missing features** like clunky macros and inadequate AI functionality hinder their overall experience with Agentforce Service. - Users find **limited customization** options challenging, often requiring advanced knowledge or expert assistance for effective implementation. #### 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) ### 2. [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:** 1,463 **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) - **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:** https://www.genesys.com - **Year Founded:** 1990 - **HQ Location:** Menlo Park, CA - **Twitter:** @Genesys (32,180 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/601919/ (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% Mid-Market, 40% Enterprise #### What Are Genesys Cloud CX's Pros and Cons? **Pros:** - Ease of Use (135 reviews) - Features (98 reviews) - Reliability (76 reviews) - Efficiency (72 reviews) - Helpful (60 reviews) **Cons:** - Limited Features (55 reviews) - Missing Features (53 reviews) - Complexity (42 reviews) - Inadequate Reporting (38 reviews) - Learning Curve (37 reviews) ### What Do G2 Reviewers Say About Genesys Cloud CX? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** in Genesys Cloud CX enhances operational efficiency and supports seamless communication channels. - Users value the **continuous innovation and feature-rich environment** of Genesys Cloud CX, enhancing multi-channel communication effectively. - Users value the **reliability** of Genesys Cloud CX, ensuring seamless access and business continuity for projects. - Users value the **efficiency of Genesys Cloud CX** , which streamlines operations and enhances agility in service delivery. - Users find the **customization options** in Genesys Cloud CX invaluable for meeting their specific routing needs. **Cons:** - Users note **limited features** , requiring additional licenses and lacking specific functionalities, which complicates usage for smaller organizations. - Users note the **missing features** in Genesys Cloud CX, requiring additional licenses and limiting functionality for certain needs. - Users often find the **complexity** of Genesys Cloud CX challenging, particularly during initial setup and navigation. - Users find the **inadequate reporting** in Genesys Cloud CX frustrating due to limitations and lack of customization options. - Users find the **learning curve challenging** , particularly with complex features and an overwhelming interface for new users. #### What Are Recent G2 Reviews of Genesys Cloud CX? **"[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) --- **"[A Flexible and Scalable Platform for Modern Customer Experience](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148)"** **Rating:** 5.0/5.0 stars *— Phaneendra A.* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148) --- #### 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) ### 3. [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) - **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:** https://www.linkedin.com/company/1085709/ (43 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Customer Experience - **Top Industries:** Consumer Services, Banking - **Company Size:** 58% Mid-Market, 34% Enterprise #### What Are Playvox Quality Management's Pros and Cons? **Pros:** - Ease of Use (30 reviews) - Coaching (11 reviews) - Efficiency (11 reviews) - Helpful (11 reviews) - Scoring System (11 reviews) **Cons:** - Limited Customization (3 reviews) - Missing Features (3 reviews) - Poor Reporting (3 reviews) - Slow Loading (3 reviews) - Update Issues (3 reviews) ### What Do G2 Reviewers Say About Playvox Quality Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Playvox Quality Management, enjoying its friendly interface and fast navigation. - Users value the **effective coaching support** in Playvox, enabling performance monitoring and constructive feedback integration. - Users find Playvox enhances **efficiency** with seamless auditing, improving customer service and team performance through real-time feedback. - Users find Playvox to be a **helpful tool** for coaching, performance monitoring, and quality score management. - Users value the **user-friendly scoring system** , appreciating its functionality and ease of navigation for quality evaluations. **Cons:** - Users find the **limited customization** options of Playvox Quality Management restrict their ability to tailor the tool effectively. - Users express concern over **missing features** , such as limited dispute raising time and lack of interface customization. - Users find the **poor reporting** functionality lacks flexibility and needs improvements for a better user experience. - Users experience **slow loading times** , often waiting several minutes for items to display, which affects usability. - Users experience **update issues** that disrupt access to KPIs and affect workflow, requiring better management of system interruptions. #### 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 ### 4. [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:** 207 **How Do G2 Users Rate Level AI?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.3/10) - **Evaluation:** 9.2/10 (Category avg: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **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:** https://thelevel.ai/ - **Year Founded:** 2018 - **HQ Location:** Mountain View, US - **Twitter:** @TheLevelAI (204 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/level-ai (212 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst, Supervisor - **Top Industries:** Consumer Services, Food & Beverages - **Company Size:** 56% Mid-Market, 32% Enterprise #### What Are Level AI's Pros and Cons? **Pros:** - Ease of Use (60 reviews) - Helpful (39 reviews) - User Interface (34 reviews) - Efficiency (32 reviews) - Accuracy (27 reviews) **Cons:** - Inaccuracy (17 reviews) - Slow Performance (14 reviews) - Accuracy Issues (11 reviews) - Translation Accuracy (11 reviews) - AI Inaccuracy (8 reviews) ### What Do G2 Reviewers Say About Level AI? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** with Level AI, enjoying a clean, intuitive interface and straightforward navigation. - Users praise the **helpfulness** of Level AI in improving customer service and streamlining data analysis efforts. - Users appreciate the **intuitive and user-friendly interface** of Level AI, making it easy to track performance efficiently. - Users praise the **increased efficiency** of Level AI, streamlining customer support and enhancing communication analysis. - Users value the **accuracy** of Level AI, enhancing customer interactions with impressive, context-aware responses. **Cons:** - Users report **inaccuracy in AI QA scores** , leading to frustration and delays in monitoring agent performance. - Users experience **slow performance** with Level AI, particularly with delayed updates and instascore calculations hindering timely feedback. - Users express concern over **accuracy issues** with Level AI's scoring and evaluation processes, affecting monitoring efficiency. - Users report occasional **translation accuracy issues** with Level AI, especially concerning accents and context interpretation. - Users face challenges with **AI inaccuracies** , affecting call grading and performance monitoring due to delays and data issues. #### 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 ### 5. [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:** 437 **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:** 8.9/10 (Category avg: 8.9/10) - **Integrations:** 8.5/10 (Category avg: 8.8/10) **Who Is the Company Behind evaluagent?** - **Seller:** [EvaluAgent](https://www.g2.com/sellers/evaluagent) - **Company Website:** https://www.evaluagent.com/ - **Year Founded:** 2012 - **HQ Location:** Middlesbrough, GB - **Twitter:** @evaluagent (1,109 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2505438/ (53 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Assurance Manager, Ambassador - **Top Industries:** Financial Services, Consumer Services - **Company Size:** 64% Mid-Market, 17% Enterprise #### What Are evaluagent's Pros and Cons? **Pros:** - Ease of Use (81 reviews) - Helpful (39 reviews) - User Interface (34 reviews) - Improvement (24 reviews) - Navigation Ease (24 reviews) **Cons:** - Missing Features (15 reviews) - Layout Issues (14 reviews) - Not Intuitive (13 reviews) - Complexity (12 reviews) - Filtering Issues (12 reviews) ### What Do G2 Reviewers Say About evaluagent? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of evaluagent, enjoying clear checklists and user-friendly feedback options. - Users find EvaluAgent **incredibly helpful and user-friendly** , appreciating its insightful features and easy data management. - Users appreciate the **user-friendly interface** of evaluagent, which enhances their learning and motivates performance effectively. - Users value the **intuitive interface** of EvaluAgent, making phone call reviews and customer service improvement effortless. - Users appreciate the **easy navigation** of EvaluAgent, allowing effortless access to feedback and insights. **Cons:** - Users feel the lack of **key features** in Evaluagent limits its effectiveness as a comprehensive QA solution. - Users find the **layout issues** of EvaluAgent hinder navigation and overall user experience, especially on mobile devices. - Users find EvaluAgent's interface **not intuitive** , making navigation challenging, especially for newcomers, due to its clunky design. - Users find the **complexity of advanced features** in Evaluagent overwhelming, making it challenging for new users to navigate. - Users experience **filtering issues** with Evaluagent, finding the current system confusing and limiting for basic reporting needs. #### What Are Recent G2 Reviews of evaluagent? **"[Combines Automation with Actionable Insights for QA](https://www.g2.com/survey_responses/evaluagent-review-12574995)"** **Rating:** 5.0/5.0 stars *— Wilson L.* [Read full review](https://www.g2.com/survey_responses/evaluagent-review-12574995) --- **"[User-Friendly Features That Transformed Our Call Center Operations](https://www.g2.com/survey_responses/evaluagent-review-13017982)"** **Rating:** 4.5/5.0 stars *— Imelda L.* [Read full review](https://www.g2.com/survey_responses/evaluagent-review-13017982) --- #### What Are G2 Users Discussing About evaluagent? - [What is EvaluAgent used for?](https://www.g2.com/discussions/what-is-evaluagent-used-for) - 2 comments ### 6. [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:** 797 **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:** 8.8/10 (Category avg: 8.9/10) - **Integrations:** 8.4/10 (Category avg: 8.8/10) **Who Is the Company Behind ScorebuddyCX?** - **Seller:** [ScorebuddyCX](https://www.g2.com/sellers/scorebuddycx) - **Company Website:** https://www.scorebuddycx.com - **Year Founded:** 2001 - **HQ Location:** Dublin - **LinkedIn® Page:** https://www.linkedin.com/company/2587098/ (62 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Team Leader, Team Lead - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 58% Mid-Market, 21% Small-Business #### What Are ScorebuddyCX's Pros and Cons? **Pros:** - Ease of Use (87 reviews) - Scoring System (53 reviews) - Coaching (27 reviews) - Efficiency (25 reviews) - Helpful (22 reviews) **Cons:** - Poor Reporting (17 reviews) - Missing Features (16 reviews) - Slow Loading (13 reviews) - Layout Issues (12 reviews) - Scoring Issues (9 reviews) ### What Do G2 Reviewers Say About ScorebuddyCX? *AI-generated summary from verified user reviews* **Pros:** - Users find ScorebuddyCX to be **easy to use and learn** , streamlining quality monitoring for effective team performance. - Users value the **customizable scoring system** in ScorebuddyCX, enhancing call quality and user experience effectively. - Users value the **coaching integration** that enhances structured feedback and drives actionable improvements in performance. - Users value the **efficiency** of ScorebuddyCX, enabling precise performance tracking and targeted improvement for support teams. - Users appreciate the **helpful overview dashboard** in ScorebuddyCX, providing instant access to essential data effortlessly. **Cons:** - Users find the **poor reporting** in ScorebuddyCX limiting, complicating data insights and necessitating extra support for detailed analysis. - Users find some **missing features** in ScorebuddyCX, leading to navigation challenges and report generation issues. - Users experience **slow loading times** , which can lead to frustration during login and data retrieval. - Users find **layout issues** frustrating, as navigation can be unclear and the interface feels outdated. - Users face challenges with **scoring issues** , including lack of dispute options and problematic score data retrieval. #### What Are Recent G2 Reviews of ScorebuddyCX? **"[Easy to Access and User-Friendly](https://www.g2.com/survey_responses/scorebuddycx-review-12385461)"** **Rating:** 5.0/5.0 stars *— Aldrin Q.* [Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12385461) --- **"[Intuitive, User-Friendly Scorebuddy That Simplifies Customer Support Evaluations](https://www.g2.com/survey_responses/scorebuddycx-review-12442475)"** **Rating:** 5.0/5.0 stars *— John Mark M.* [Read full review](https://www.g2.com/survey_responses/scorebuddycx-review-12442475) --- #### 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 ### 7. [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:** 597 **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) - **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:** https://www.Five9.com - **Year Founded:** 2001 - **HQ Location:** San Ramon, CA - **Twitter:** @Five9 (14,856 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (3,058 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 55% Mid-Market, 23% Small-Business #### What Are Five9 Intelligent Cloud Contact Center Platform's Pros and Cons? **Pros:** - Ease of Use (118 reviews) - Customer Support (85 reviews) - Helpful (85 reviews) - Features (76 reviews) - Efficiency (62 reviews) **Cons:** - Call Issues (43 reviews) - Complexity (35 reviews) - Missing Features (35 reviews) - Technical Issues (30 reviews) - Poor Customer Support (29 reviews) ### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Five9, highlighting its intuitive interface and seamless integrations. - Users appreciate the **responsive and helpful customer support** from Five9, ensuring their concerns are prioritized and addressed promptly. - Users praise the **excellent customer support** of Five9, highlighting responsiveness and prioritization of their concerns. - Users praise the **excellent support and user-friendly interface** of Five9, enabling seamless integrations and efficient implementation. - Users find the **efficiency** of Five9 enhances workflow, making processes quick and streamlining report generation. **Cons:** - Users report **call issues** due to weak email reporting and slow SMS features, complicating the contact center experience. - Users find the platform's **complexity** challenging due to an outdated UI and a steep learning curve for effective use. - Users note a **lack of customization and missing features** , making the Five9 experience less intuitive and effective. - Users frequently experience **technical issues** like dropped calls and system glitches that disrupt their workflow. - Users often experience **poor customer support** , with slow response times and miscommunication impacting their overall experience. #### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform? **"[Five9 a great way to communicate especially when working from home!](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-5038340)"** **Rating:** 5.0/5.0 stars *— Widline N.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-5038340) --- **"[Automates Interactions and Enhances Customer Experience](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161)"** **Rating:** 5.0/5.0 stars *— José Martín R.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161) --- #### 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 ### 8. [Convin.ai](https://www.g2.com/products/convin-ai/reviews) Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin offers AI-backed tools to track, transcribe, and analyze agent-customer interactions across calls, emails, and chats. The platform is segmented into real-time, post-call analysis, conversation insights, and customer experience suite, addressing critical challenges such as manual intervention and reactive quality assurance. 👉 Convin’s Key Products: A. CX Suite 1. AI Phone calls: Convin AI Phone Call optimizes 100% of inbound and outbound calls with virtual agents, enabling businesses to connect with thousands of leads through personalized, AI-driven voice interactions at low latency. B. Real-time Suite 1. Real-time Agent Assist: Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance. 2. Supervisor Assist: Get 100% visibility into all agent-customer conversations in real-time. Observe real-time changes in sentiment trends, track violations, and prevent escalations with Convin’s supervisor assist dashboard. C. Post-Interaction Suite: 1. Automated QA: Eliminate random sampling, human bias, and inaccurate scoring with Auto QA. Monitor every conversation, including calls, chats, and emails, to understand agent performance and assign coaching. 2. Automated Coaching: Take call center coaching one notch higher with targeted peer-to-peer automated coaching. Have a grip over call center training sessions that are auto-assigned by AI based on best-performing agent conversations. Reduce agent onboarding time by 60% and uptick annual call center ROI. 3. AI Learning Management System: Leverage agent training with a robust LMS comprising manual coaching, a knowledge base, assessments, and courses. Create customized assessments for agents, enrich the knowledge base with the required information, and track agent participation in coaching sessions. D. Voice of Customer: 1. Convin Insights: Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations. 2. Conversation Behavior Analysis: Track and analyze winning and losing trends behind agent-customer interactions and leverage call behavior, action, and phrases to drive more business-winning deals. Replicate winning behavior and eliminate losing behavior to drive a successful and forward-moving business. 3. Customer Intelligence: Unleash the hidden insights within customer calls using customer intelligence. Find keywords and phrases that led to won and lost deals. Listen to customer conversations to discover competitors, objectives, product features, competition, and sentiments. E. Add-ons, 1. Quality Management System: Your one-stop solution for call listening, randomizer (for sampling), call auditing, and custom reporting. Leave audio and video comments for intuitive feedback and prompt auto-send of reports and feedback. 2. Mobile App: Experience agent performance review and coaching on the go. Convin's versatile app empowers business managers and agents alike. While managers access agent performance and conversation data, agents can improve conversation quality with swift coaching. **Average Rating:** 4.7/5.0 **Total Reviews:** 540 **How Do G2 Users Rate Convin.ai?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 9.3/10 (Category avg: 9.2/10) - **Calibration:** 9.2/10 (Category avg: 8.9/10) - **Integrations:** 9.4/10 (Category avg: 8.8/10) **Who Is the Company Behind Convin.ai?** - **Seller:** [Convin](https://www.g2.com/sellers/convin) - **Year Founded:** 2020 - **HQ Location:** Bengaluru, IN - **Twitter:** @convin (12 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/convin/ (150 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst, Policy Advisor - **Top Industries:** Education Management, Health, Wellness and Fitness - **Company Size:** 62% Enterprise, 32% Mid-Market #### What Are Convin.ai's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Accuracy (7 reviews) - User Interface (6 reviews) - Auditing Efficiency (5 reviews) - Auditing (4 reviews) **Cons:** - Auditing Issues (3 reviews) - Inadequate Reporting (3 reviews) - Call Issues (2 reviews) - Improvement Needed (2 reviews) - Inadequate AI Capabilities (2 reviews) ### What Do G2 Reviewers Say About Convin.ai? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of Convin.ai helpful for auditing calls and completing tasks smoothly. - Users commend the **high accuracy** of Convin.ai in capturing call details and providing reliable quality scores. - Users value the **user-friendly interface** of Convin.ai, enabling easy access to call stats and detailed insights. - Users find Convin.ai's **auditing efficiency** impressive, enjoying its user-friendly interface for effective call audits. - Users appreciate the **ease of use for auditing calls** , emphasizing its user-friendly interface and navigation for accurate data access. **Cons:** - Users face **auditing issues** with limited keyboard functionality and uncomprehensive reporting structures, impacting overall accuracy. - Users find the **inadequate reporting** features limiting, with frustrating issues in data presentation and usability. - Users experience **call flow management issues** due to ineffective keyboard use during auditing, complicating navigation. - Users feel that **improvement is needed** in the solution, assistance, and referral sections, seeking more efficiency and speed. - Users face **inadequate AI capabilities** , struggling with keyboard usage and accuracy during data capturing and audits. #### What Are Recent G2 Reviews of Convin.ai? **"[Rapid Innovation and Tailored Automation with Convin](https://www.g2.com/survey_responses/convin-ai-review-12889807)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/convin-ai-review-12889807) --- **"[Best AI for Customer Conversations](https://www.g2.com/survey_responses/convin-ai-review-12704239)"** **Rating:** 4.5/5.0 stars *— Anand P.* [Read full review](https://www.g2.com/survey_responses/convin-ai-review-12704239) --- #### What Are G2 Users Discussing About Convin.ai? - [What is Convin.ai used for?](https://www.g2.com/discussions/what-is-convin-ai-used-for) - 2 comments ### 9. [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:** 419 **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:** 9.3/10 (Category avg: 9.2/10) - **Calibration:** 8.9/10 (Category avg: 8.9/10) - **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:** https://www.verint.com/ - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,739 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (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:** 54% Mid-Market, 36% Enterprise #### What Are Calabrio ONE's Pros and Cons? **Pros:** - Ease of Use (59 reviews) - Features (39 reviews) - Efficiency (36 reviews) - Scheduling (30 reviews) - Customer Support (25 reviews) **Cons:** - Missing Features (20 reviews) - Poor Reporting (16 reviews) - Inadequate Reporting (15 reviews) - Not Intuitive (13 reviews) - Inaccurate Data Analysis (12 reviews) ### What Do G2 Reviewers Say About Calabrio ONE? *AI-generated summary from verified user reviews* **Pros:** - Users find Calabrio ONE to be **highly user-friendly** , streamlining processes and enhancing overall efficiency in workforce management. - Users highlight the **intuitive interface and strong forecasting** capabilities of Calabrio ONE, enhancing workforce management and analytics. - Users value the **high efficiency** of Calabrio ONE, streamlining workforce management and enhancing overall productivity effortlessly. - Users highlight the **strong scheduling capabilities** of Calabrio ONE, enhancing operational efficiency and agent performance management. - Users appreciate the **impeccable customer support** of Calabrio ONE, enhancing their overall experience and efficiency. **Cons:** - Users feel the **missing features** in Calabrio ONE limit detail in reports and delay access to recordings. - Users face challenges with **poor reporting** , finding it complex and often inaccurate, hindering effective data analysis. - Users express frustration over **inadequate reporting** features in Calabrio ONE, highlighting the need for improved detail and accuracy. - Users find Calabrio ONE's features to be **not intuitive** , struggling with complex reporting and unhelpful training resources. - Users experience **inaccurate data analysis** , leading to confusion and lack of trust in reporting and analytics capabilities. #### What Are Recent G2 Reviews of Calabrio ONE? **"[Calabrio ONE Makes Schedule Management Effortless with Reliable Real-Time Updates](https://www.g2.com/survey_responses/calabrio-one-review-12761859)"** **Rating:** 4.5/5.0 stars *— Yonis A.* [Read full review](https://www.g2.com/survey_responses/calabrio-one-review-12761859) --- **"[Effortless Scheduling with Some Connectivity Hiccups](https://www.g2.com/survey_responses/calabrio-one-review-12662134)"** **Rating:** 4.0/5.0 stars *— martino b.* [Read full review](https://www.g2.com/survey_responses/calabrio-one-review-12662134) --- #### 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) ### 10. [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:** 2,429 **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) - **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:** https://www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk (6,959 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,391 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor, Team Lead - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Mid-Market, 21% Enterprise #### What Are Talkdesk's Pros and Cons? **Pros:** - Ease of Use (188 reviews) - Efficiency (113 reviews) - Features (112 reviews) - Customer Satisfaction (107 reviews) - Call Management (102 reviews) **Cons:** - Call Issues (66 reviews) - Poor Reporting (43 reviews) - Technical Issues (42 reviews) - Missing Features (37 reviews) - Connection Issues (33 reviews) ### 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 quality scores. - Users value the **efficiency** of Talkdesk, seamlessly managing multiple communication channels to enhance customer service. - Users appreciate the **comprehensive features** of Talkdesk, making setup and operation seamless and efficient. - Users appreciate Talkdesk's **easy CRM integration** , enhancing their call management experience and boosting efficiency for support teams. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and reducing agent workload significantly. **Cons:** - Users experience **call issues** with Talkdesk, including network problems, audio quality, and dropped calls during conversations. - Users often face **technical issues** such as call clarity problems, glitches, and the need for frequent restarts. - Users express frustration over **missing features** , such as spellcheck and flexibility in updating ticket statuses during calls. - Users face frequent **connection issues** with Talkdesk, leading to technical problems and frustrating delays in communication. - Users experience **poor connectivity** with Talkdesk, affecting call quality and causing disconnections during important tasks. #### What Are Recent G2 Reviews of Talkdesk? **"[Built a whole healthcare call flow in it - took time but it actually works](https://www.g2.com/survey_responses/talkdesk-review-12800159)"** **Rating:** 4.5/5.0 stars *— Anurag S.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-12800159) --- **"[Omnichannel and very intuitive: easy to manage and implement, with QM Assist and Copilot](https://www.g2.com/survey_responses/talkdesk-review-13052171)"** **Rating:** 4.0/5.0 stars *— Azeddine E.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13052171) --- #### 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 ### 11. [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, CallMiner delivers the most comprehensive platform for capturing and analyzing 100% of omnichannel customer interactions — from voice to text — to transform how organizations understand and act on customer insights. This deep intelligence empowers improvements in agent performance, operational efficiency, and CX enterprise-wide, while also enabling automation and faster, data-driven decisions. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. With these insights, organizations can also better understand what to automate and identify areas of opportunity and improvement in automation workflows. CallMiner’s AI-powered conversation intelligence and CX automation platform empowers organizations to: • Collect structured and unstructured data from 100% of customer interactions • Use AI and ML to uncover intelligence and insights, such as customer sentiment or satisfaction • Leverage intelligence to make informed decisions around agent training and augmentation, automation, business decisions, and more • Embrace automation through virtual agents and customer engagement initiatives • Continually monitor customer interactions (both with humans and AI automation) to make improvements CallMiner’s product suite covers four areas: • Capture: Through recording, screen recording, and redaction capabilities, organizations can capture all of their customer interactions and ingest them into the CallMiner platform • Intelligence: With advanced AI capabilities, including an agentic AI framework, organizations are able to uncover trends and opportunities across omnichannel customer insights at scale • Augmentation: Agent performance and real-time agent guidance capabilities help organizations improve coaching and training initiatives, as well as support agents in real time during interactions • Automation: Voice-first virtual agents help organizations automate inbound and outbound customer service efforts, improving efficiency; the industry's first AI-powered customer engagement tool helps organizations more effectively interact and gain feedback from customers through surveys, forms, and more. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. **Average Rating:** 4.5/5.0 **Total Reviews:** 221 **How Do G2 Users Rate CallMiner Eureka?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 8.9/10 (Category avg: 9.2/10) - **Calibration:** 8.5/10 (Category avg: 8.9/10) - **Integrations:** 8.0/10 (Category avg: 8.8/10) **Who Is the Company Behind CallMiner Eureka?** - **Seller:** [CallMiner](https://www.g2.com/sellers/callminer) - **Company Website:** https://callminer.com/ - **Year Founded:** 2002 - **HQ Location:** Waltham, MA - **Twitter:** @CallMiner (3,247 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/42084/ (337 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Speech Analyst, Business Analyst - **Top Industries:** Financial Services, Insurance - **Company Size:** 47% Mid-Market, 40% Enterprise #### What Are CallMiner Eureka's Pros and Cons? **Pros:** - Helpful (9 reviews) - Artificial Intelligence (6 reviews) - Ease of Use (6 reviews) - Improvement (6 reviews) - Innovation (6 reviews) **Cons:** - Accuracy Issues (3 reviews) - Learning Curve (3 reviews) - Steep Learning Curve (3 reviews) - Difficult Learning (2 reviews) - Difficult Reporting (2 reviews) ### What Do G2 Reviewers Say About CallMiner Eureka? *AI-generated summary from verified user reviews* **Pros:** - Users value the **insightfulness** of CallMiner Eureka, enabling efficient access to customer feedback and essential answers. - Users highly value CallMiner Eureka for its ability to deliver **meaningful insights** from every customer interaction, enhancing operations. - Users value the **ease of use** of CallMiner Eureka, appreciating its straightforward setup and intuitive interface. - Users commend the **robust speech analytics** of CallMiner Eureka, transforming customer interactions into valuable insights for improvement. - Users value the **innovation and integration capabilities** of CallMiner Eureka for enhancing operational efficiency and insights. **Cons:** - Users experience **accuracy issues** with transcriptions and sentiment analysis, affecting insights from complex audio data. - Users report a **steep learning curve** with CallMiner Eureka, requiring significant time and effort for effective usage. - Users face a **steep learning curve** with CallMiner Eureka, requiring significant time and resources for effective utilization. - Users find the **difficult learning** curve of CallMiner Eureka requires significant commitment to master its functionality. - Users find **difficult reporting** due to cumbersome interfaces, slow exports, and issues with subscription updates needing recreation. #### What Are Recent G2 Reviews of CallMiner Eureka? **"[A Platform That Drives Actionable Insight](https://www.g2.com/survey_responses/callminer-eureka-review-12719492)"** **Rating:** 5.0/5.0 stars *— Phil M.* [Read full review](https://www.g2.com/survey_responses/callminer-eureka-review-12719492) --- **"[Endless Possibilities for Data Insights and Discovery](https://www.g2.com/survey_responses/callminer-eureka-review-12932485)"** **Rating:** 5.0/5.0 stars *— Verified User in Hospital & Health Care* [Read full review](https://www.g2.com/survey_responses/callminer-eureka-review-12932485) --- #### What Are G2 Users Discussing About CallMiner Eureka? - [What is CallMiner Eureka used for?](https://www.g2.com/discussions/what-is-callminer-eureka-used-for) ### 12. [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:** 135 **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) - **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:** https://www.hiya.com/ - **Year Founded:** 2016 - **HQ Location:** Seattle, US - **Twitter:** @hiya (6,463 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/hiyainc (240 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Insurance - **Company Size:** 47% Mid-Market, 38% Small-Business #### What Are Hiya Connect Branded Call's Pros and Cons? **Pros:** - Ease of Use (20 reviews) - Helpful (19 reviews) - Easy Setup (14 reviews) - Customer Support (11 reviews) - Reliability (11 reviews) **Cons:** - Call Issues (6 reviews) - Expensive (6 reviews) - Number Issues (4 reviews) - Poor Reporting (4 reviews) - Missing Features (3 reviews) ### 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** crucial for managing calls and improving client interactions effectively. - Users appreciate the **helpfulness of Hiya Connect** , making calls stand out and reducing spam issues for businesses. - Users appreciate the **easy setup** of Hiya Connect Branded Call, enabling quick configurations and seamless management. - Users praise the **world-class customer support** from Hiya Connect, enhancing their confidence and operational efficiency. - Users value the **reliable identification** features of Hiya Connect, enhancing call answer rates and boosting sales effectiveness. **Cons:** - Users often face **call issues** with Hiya Connect due to limited device compatibility and poor customer service. - Users find the service **very expensive** and not worth the limited features offered compared to competitors. - Users report **number issues** with Hiya Connect, including misrepresentation and challenges in renaming phone numbers. - Users experience **poor reporting** with Hiya Connect, feeling delays hinder their overall satisfaction and effectiveness. - Users highlight the **limited features** of Hiya Connect Branded Call, affecting device compatibility and customer service experience. #### 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 ### 13. [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:** 345 **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) - **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:** https://www.sqmgroup.com/ - **Year Founded:** 1996 - **HQ Location:** Coeur d'Alene, US - **Twitter:** @SQMGroup_ (1,847 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/sqm-group-inc-/ (81 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor - **Top Industries:** Insurance, Consumer Services - **Company Size:** 38% Mid-Market, 25% Enterprise #### What Are my.SQM Auto QA's Pros and Cons? **Pros:** - Ease of Use (26 reviews) - Helpful (15 reviews) - Navigation Ease (10 reviews) - Easy Access (7 reviews) - Coaching (6 reviews) **Cons:** - Call Issues (16 reviews) - Complexity (6 reviews) - Inaccurate Data Analysis (6 reviews) - Scoring Issues (5 reviews) - App Functionality (3 reviews) ### What Do G2 Reviewers Say About my.SQM Auto QA? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** in my.SQM Auto QA intuitive, enhancing navigation and user experience. - Users appreciate the **valuable feedback tracking** of my.SQM Auto QA, enhancing personal growth and call performance insights. - Users appreciate the **navigation ease** of my.SQM Auto QA, finding it simple and straightforward to use. - Users benefit from the **easy access** to vital information, enhancing their ability to improve customer interactions. - Users value the **coaching feedback** feature of my.SQM Auto QA, enhancing performance and continuous learning from caller insights. **Cons:** - Users express frustration over **call issues** , including limited recordings and insufficient details about callers, impacting usability. - Users find the **complexity of filtering information** challenging, often feeling overwhelmed by numerous metrics to analyze. - Users find the **inaccurate data analysis** challenging, leading to confusion and difficulty in understanding essential statistics. - Users find that **scoring issues** often arise from subjective surveys and factors beyond their control, affecting overall metrics. - Users find the app **hard to navigate with excessive information** , leading to confusion and difficulty 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) ### 14. [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands. **Average Rating:** 4.3/5.0 **Total Reviews:** 725 **How Do G2 Users Rate Qualtrics Customer Experience?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.3/10) - **Evaluation:** 9.1/10 (Category avg: 9.2/10) - **Calibration:** 8.8/10 (Category avg: 8.9/10) - **Integrations:** 8.7/10 (Category avg: 8.8/10) **Who Is the Company Behind Qualtrics Customer Experience?** - **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics) - **Company Website:** https://www.qualtrics.com - **Year Founded:** 2002 - **HQ Location:** Provo, UT - **Twitter:** @Qualtrics (42,137 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/314350/ (6,231 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Community Manager, Business Data Analyst - **Top Industries:** Information Technology and Services, Higher Education - **Company Size:** 52% Enterprise, 36% Mid-Market #### What Are Qualtrics Customer Experience's Pros and Cons? **Pros:** - Ease of Use (18 reviews) - Analytics (14 reviews) - Helpful (13 reviews) - Feedback Management (9 reviews) - Insights Generation (9 reviews) **Cons:** - Complexity (7 reviews) - Improvement Needed (7 reviews) - Limited Customization (7 reviews) - Not Intuitive (7 reviews) - Expensive (6 reviews) ### What Do G2 Reviewers Say About Qualtrics Customer Experience? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **ease of use** of Qualtrics, making it accessible for even novices in customer experience management. - Users value the **strong analytics and reporting capabilities** of Qualtrics, enabling effective insights into customer experiences. - Users find Qualtrics Customer Experience **extremely helpful** for gaining insights and improving customer satisfaction and retention. - Users value the **feedback management capabilities** of Qualtrics Customer Experience for enhancing customer understanding and decision-making. - Users value the **deep insights generation** of Qualtrics, enabling enhanced customer satisfaction and informed decision-making. **Cons:** - Users find the **complexity** of Qualtrics challenging, especially when seeking basic survey functionalities and quick setup. - Users find the **custom setup and Text iQ functionality lacking** , as they seek better performance in various languages. - Users find **limited customization** options in Qualtrics, which can complicate their experience and hinder effectiveness. - Users find the **complexity of the interface** challenging, especially for newcomers trying to set up workflows. - Users find the pricing for Qualtrics Customer Experience to be **expensive** , especially for smaller teams and organizations. #### What Are Recent G2 Reviews of Qualtrics Customer Experience? **"[Versatile Insights, Needs Better Reports](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)"** **Rating:** 4.5/5.0 stars *— Sandra H.* [Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062) --- **"[Flexible Feedback Tool with Customization Challenges](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)"** **Rating:** 4.0/5.0 stars *— David K.* [Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025) --- #### What Are G2 Users Discussing About Qualtrics Customer Experience? - [What is Qualtrics Customer Experience used for?](https://www.g2.com/discussions/what-is-qualtrics-customer-experience-used-for) - [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment - [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment - [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote - [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) - 1 comment ### 15. [Observe.AI](https://www.g2.com/products/observe-ai/reviews) Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with global brands, like DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. **Average Rating:** 4.6/5.0 **Total Reviews:** 218 **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) - **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:** https://observe.ai - **Year Founded:** 2017 - **HQ Location:** San Francisco, California - **Twitter:** @observeAI (1,521 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/18090845/ (342 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Assistant Quality Assurance, Quality Analyst - **Top Industries:** Consumer Services, Outsourcing/Offshoring - **Company Size:** 66% Mid-Market, 22% Small-Business #### What Are Observe.AI's Pros and Cons? **Pros:** - Ease of Use (26 reviews) - Efficiency (20 reviews) - Helpful (19 reviews) - Artificial Intelligence (16 reviews) - Coaching (16 reviews) **Cons:** - Accuracy Issues (16 reviews) - Inaccuracy (15 reviews) - Inaccurate Data Analysis (12 reviews) - Call Issues (7 reviews) - Missing Features (7 reviews) ### What Do G2 Reviewers Say About Observe.AI? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Observe.AI, finding it efficient and effective for reporting and insights. - Users value the **efficiency** of Observe.AI, streamlining performance analysis and enhancing customer interactions effortlessly. - Users find Observe.AI **extremely helpful** for analyzing calls, coaching, and enhancing collaboration with team members. - Users praise the **advanced AI features** of Observe.AI, enhancing agent performance and simplifying customer interaction analysis. - Users appreciate the **advanced coaching features** of Observe.AI, enhancing agent performance through insightful analytics and suggestions. **Cons:** - Users experience **accuracy issues** with Observe.AI, facing problems with incomplete transcripts and misapplied word detection. - Users face **inaccuracy issues** with transcripts, leading to incomplete or incorrect verbatim from calls. - Users express frustration with **inaccurate data analysis** , citing unreliable detection and poor implementation leading to a lack of trust. - Users report **call issues** with Observe.AI, citing missed captures, poor audio handling, and unreliable keyword matching. - Users express concerns about **missing features** and limited language support, hindering the platform's potential. #### What Are Recent G2 Reviews of Observe.AI? **"[Faster and more efficient quality assessments](https://www.g2.com/survey_responses/observe-ai-review-13064474)"** **Rating:** 4.5/5.0 stars *— Guadalupe Gilberto X.* [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13064474) --- **"[Turns Customer Conversations into Actionable Coaching Insights](https://www.g2.com/survey_responses/observe-ai-review-12263611)"** **Rating:** 5.0/5.0 stars *— Elizabeth H.* [Read full review](https://www.g2.com/survey_responses/observe-ai-review-12263611) --- #### 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) ### 16. [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com **Average Rating:** 4.3/5.0 **Total Reviews:** 1,604 **How Do G2 Users Rate NiCE CXone?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.3/10) - **Evaluation:** 9.0/10 (Category avg: 9.2/10) - **Calibration:** 9.0/10 (Category avg: 8.9/10) - **Integrations:** 8.9/10 (Category avg: 8.8/10) **Who Is the Company Behind NiCE CXone?** - **Seller:** [NiCE](https://www.g2.com/sellers/nice) - **Year Founded:** 1986 - **HQ Location:** Hoboken, New Jersey - **Twitter:** @NICELtd (14,655 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (14,099 employees on LinkedIn®) - **Ownership:** NASDAQ: NICE **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Supervisor - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 52% Mid-Market, 34% Enterprise #### What Are NiCE CXone's Pros and Cons? **Pros:** - Ease of Use (29 reviews) - Features (21 reviews) - Efficiency (20 reviews) - Helpful (16 reviews) - Intuitive (13 reviews) **Cons:** - Call Issues (12 reviews) - Technical Issues (11 reviews) - Missing Features (10 reviews) - Poor Customer Support (10 reviews) - Delays (8 reviews) ### What Do G2 Reviewers Say About NiCE CXone? *AI-generated summary from verified user reviews* **Pros:** - Users value the **intuitive interface** of NiCE CXone, which simplifies onboarding and enhances user experience significantly. - Users value the **intuitive interface and powerful features** of NiCE CXone, enhancing both employee training and customer service. - Users value the **efficiency** of NiCE CXone, highlighting its intuitive interface and powerful tools for streamlined operations. - Users value the **intuitive interface** of NiCE CXone, making it easy for new employees to adapt quickly. - Users appreciate the **intuitive interface** of NiCE CXone, making it easy for new employees to navigate and utilize. **Cons:** - Users report frequent **call issues** with NiCE CXone, including dropped calls and difficulties in changing agent status. - Users experience **technical issues** including lag, crashes, and outages, impacting training and service level agreements. - Users are frustrated with the **missing features** in NiCE CXone, hindering training and quality assurance processes. - Users report **poor customer support** in NiCE CXone, facing challenges in reaching out and receiving timely assistance. - Users experience **delays** in information and support responses, which makes using NiCE CXone frustrating at times. #### What Are Recent G2 Reviews of NiCE CXone? **"[Reliable and Efficient Customer Experience Platform](https://www.g2.com/survey_responses/nice-cxone-review-11739091)"** **Rating:** 4.5/5.0 stars *— Alex L.* [Read full review](https://www.g2.com/survey_responses/nice-cxone-review-11739091) --- **"[Cxone Simplifies Calling and Scheduling in One Place](https://www.g2.com/survey_responses/nice-cxone-review-12717141)"** **Rating:** 4.5/5.0 stars *— Nilesh S.* [Read full review](https://www.g2.com/survey_responses/nice-cxone-review-12717141) --- #### What Are G2 Users Discussing About NiCE CXone? - [How does NICE CXone enhance customer service, and what features should a new user focus on for maximum impact?](https://www.g2.com/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact) - [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) - 1 comment - [What does NICE inContact do?](https://www.g2.com/discussions/what-does-nice-incontact-do) - [When did nice acquire inContact?](https://www.g2.com/discussions/when-did-nice-acquire-incontact) - [What is inContact?](https://www.g2.com/discussions/what-is-incontact) ### 17. [Invoca](https://www.g2.com/products/invoca/reviews) Which of your campaigns drive the best phone leads? Are you losing sales because of bad call experiences? Are you getting credit for all of your conversions? Invoca helps businesses drive revenue growth by unlocking new data from calls, so they can acquire and retain more customers for less money. With Invoca's revenue execution platform, businesses are driving unbelievable results: • Marketing teams — like the one at Rogers Communications — are driving up lead quality and driving down acquisition costs by 82% • Contact centers — like the one at MoneySolver — are boosting agent performance and conversion rates by 100% • Multi-location businesses — like Renewal by Andersen — are increasing appointments set over the phone by nearly 50% Invoca is trusted by the world’s top brands, including AutoNation, Flagstar Bank, Mayo Clinic, Orkin, Subaru, and Verizon, as well as: • 6 of the top 10 US health systems • 4 of the top 6 US mortgage lenders • 5 of the top 10 US property & casualty insurance companies • 5 of the top 7 US telecommunications companies To see more customer results, visit www.invoca.com/customers. **Average Rating:** 4.5/5.0 **Total Reviews:** 926 **How Do G2 Users Rate Invoca?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10) - **Evaluation:** 8.9/10 (Category avg: 9.2/10) - **Calibration:** 8.7/10 (Category avg: 8.9/10) - **Integrations:** 8.9/10 (Category avg: 8.8/10) **Who Is the Company Behind Invoca?** - **Seller:** [Invoca](https://www.g2.com/sellers/invoca) - **Company Website:** https://www.invoca.com/ - **Year Founded:** 2008 - **HQ Location:** Santa Barbara, CA - **Twitter:** @Invoca (4,204 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/210676/ (383 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Digital Marketing Manager, Marketing Manager - **Top Industries:** Marketing and Advertising, Hospital & Health Care - **Company Size:** 38% Small-Business, 33% Mid-Market #### What Are Invoca's Pros and Cons? **Pros:** - Helpful (28 reviews) - Ease of Use (25 reviews) - Analytics (23 reviews) - Customer Support (20 reviews) - Attribution Accuracy (19 reviews) **Cons:** - Learning Curve (9 reviews) - Missing Features (9 reviews) - Call Issues (8 reviews) - Complexity (8 reviews) - Complex Setup (8 reviews) ### What Do G2 Reviewers Say About Invoca? *AI-generated summary from verified user reviews* **Pros:** - Users value the **excellent support** from Invoca, particularly the dedicated Customer Success Specialists guiding their success. - Users find the **ease of navigation** on Invoca enhances their experience and boosts marketing effectiveness significantly. - Users appreciate the **insightful analytics** of Invoca, enhancing understanding of customer interactions and optimizing marketing efforts. - Users highlight the **thorough and responsive customer support** at Invoca, enhancing their overall experience significantly. - Users value the **attribution accuracy** of Invoca, enhancing marketing decisions and optimizing spending effectively. **Cons:** - Users find the **learning curve steep** , wishing for a better training system to enhance user experience and efficiency. - Users find the **missing features** of Invoca limiting, especially regarding language support and integration complexities. - Users report **call issues** with Invoca, including a lack of Spanish support and connectivity problems with Microsoft Ads. - Users find **reporting setup and integrations complex** , leading to challenges in customization and functionality scaling. - Users find the **complex setup** of Invoca challenging, requiring time and effort to align with existing systems. #### What Are Recent G2 Reviews of Invoca? **"[Smarter Call Routing and Campaign Tracking That Boosts Efficiency](https://www.g2.com/survey_responses/invoca-review-12640140)"** **Rating:** 4.5/5.0 stars *— Prajwal E.* [Read full review](https://www.g2.com/survey_responses/invoca-review-12640140) --- **"[Deep Call Insights and Proactive Support That Elevate Our Media Strategy](https://www.g2.com/survey_responses/invoca-review-12570137)"** **Rating:** 5.0/5.0 stars *— Verified User in Telecommunications* [Read full review](https://www.g2.com/survey_responses/invoca-review-12570137) --- #### What Are G2 Users Discussing About Invoca? - [What is Invoca used for?](https://www.g2.com/discussions/what-is-invoca-used-for) ### 18. [Medallia Agent Connect](https://www.g2.com/products/medallia-agent-connect/reviews) Stella Connect by Medallia is the first platform that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Gain Visibility into Performance: Whether your service center is remote, co-located, operated internally, or you work with BPOs, easily access insights to understand how your entire service organization is performing. Quickly identify positive and negative trends across your team, highlight top and bottom performers, and spotlight opportunities for in-the-moment coaching. Engage and Motivate Your Team, No Matter Where They Sit: It’s undeniable that employee engagement drives performance. Stella Connect helps you better understand what motivates your top performing agents and optimize the agent experience. Also, agents get direct access to their real-time customer feedback, which motivates them to bring their “A” game to every customer interaction. Drive Efficiency and Improvement: Stella Connect helps drive efficiency and performance improvements for your front-line team. Stella Connect connects customer feedback to coaching and QA in one easy-to-use platform. This allows teams to eliminate point solutions, and reduces the time and effort traditionally required to coach and manage a team of agents. **Average Rating:** 4.6/5.0 **Total Reviews:** 265 **How Do G2 Users Rate Medallia Agent Connect?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10) - **Evaluation:** 9.1/10 (Category avg: 9.2/10) - **Calibration:** 8.9/10 (Category avg: 8.9/10) - **Integrations:** 9.1/10 (Category avg: 8.8/10) **Who Is the Company Behind Medallia Agent Connect?** - **Seller:** [Medallia](https://www.g2.com/sellers/medallia) - **Year Founded:** 2001 - **HQ Location:** San Francisco, CA - **Twitter:** @Medallia (12,225 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/49697/ (1,938 employees on LinkedIn®) - **Phone:** 650-321-3000 **Who Uses This Product?** - **Who Uses This:** Customer Advocate, Customer Champion - **Top Industries:** Retail, Consumer Services - **Company Size:** 54% Mid-Market, 38% Small-Business #### What Are Medallia Agent Connect's Pros and Cons? **Cons:** - Expensive (1 reviews) - Expensive Features (1 reviews) - Improvement Needed (1 reviews) - Poor Customer Support (1 reviews) - Poor Management (1 reviews) ### What Do G2 Reviewers Say About Medallia Agent Connect? *AI-generated summary from verified user reviews* **Cons:** - Users express dissatisfaction with the **expensive auto-renewal practices** of Medallia, feeling neglected and ignored during contract revisions. - Users express frustration over **expensive features** and unexpected price increases, feeling undervalued as long-term clients. - Users express **disappointment with auto-renewal processes** and lack of communication regarding contract adjustments in Medallia Agent Connect. - Users express frustration over **poor customer support** , feeling neglected during important account renewal processes at Medallia. - Users express disappointment in **poor management** due to uncommunicated renewals and lack of support for smaller accounts. #### What Are Recent G2 Reviews of Medallia Agent Connect? **"[Effortless to Use, with Helpful Reminders Like Birthdays](https://www.g2.com/survey_responses/medallia-agent-connect-review-12662489)"** **Rating:** 4.5/5.0 stars *— Verified User in Insurance* [Read full review](https://www.g2.com/survey_responses/medallia-agent-connect-review-12662489) --- **"[Streamlined Customer Feedback and One-on-One Meetings with Helpful QA Forms](https://www.g2.com/survey_responses/medallia-agent-connect-review-12478768)"** **Rating:** 4.5/5.0 stars *— Don E.* [Read full review](https://www.g2.com/survey_responses/medallia-agent-connect-review-12478768) --- ### 19. [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:** 577 **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) - **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:** https://www.balto.ai/ - **Year Founded:** 2017 - **HQ Location:** St Louis, US - **Twitter:** @balto_ai (243 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16265721/ (163 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Medicare Sales Representative, MSR - **Top Industries:** Insurance, Consumer Services - **Company Size:** 48% Mid-Market, 25% Enterprise #### What Are Balto's Pros and Cons? **Pros:** - Ease of Use (49 reviews) - Helpful (48 reviews) - Accuracy (22 reviews) - Call Recording (16 reviews) - Customer Support (16 reviews) **Cons:** - Call Issues (20 reviews) - Accuracy Issues (12 reviews) - AI Inaccuracy (11 reviews) - Missing Features (9 reviews) - Pop-up Issues (7 reviews) ### What Do G2 Reviewers Say About Balto? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Balto, enhancing their performance and simplifying access to notes and calls. - Users find Balto's **time-saving features** invaluable, significantly reducing manual work and enhancing call efficiency. - Users praise Balto for its **accuracy** , highlighting valuable features that improve call outcomes and overall performance. - Users appreciate the **accurate call recording features** of Balto, enhancing their call management with detailed and clear summaries. - Users praise Balto's **immediate support and guidance** , significantly enhancing client communication and staff training efficiency. **Cons:** - Users face **call issues** with Balto, including bugs and recording inaccuracies, affecting overall usability and efficiency. - Users experience **accuracy issues** with Balto, noting vagueness and difficulty in capturing important parts of conversations. - Users find Balto's suggestions can be **too vague and inaccurate** , impacting the clarity of their conversations. - Users express frustration over **missing features** , such as dynamic prompt issues and lack of scrolling options. - Users often face **pop-up issues** with Balto, as they disrupt focus and complicate user interactions during calls. #### 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) ### 20. [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) Aspect delivers an intelligent workforce platform that helps enterprises prevent disruption, protect service levels, and reduce manual effort by embedding intelligence directly into daily operations. Our brand promise is real-time, policy-aware guidance and automation that keeps decisions transparent, explainable, and under human control—so teams can prevent disruption instead of reacting to it. Aspect’s Workforce Engagement Management (WEM) portfolio includes cloud, hybrid, and on-premises deployments, with capabilities across forecasting, scheduling, adherence and intraday management, quality monitoring and coaching workflows, performance management dashboards and KPIs, and employee engagement and gamification. It is built on Aspect WorkforceOS, with APIs and integration tools via the Developer Portal, and supports connectivity across major CCaaS, CRM, and collaboration ecosystems. For operations leaders, planners, supervisors, and agents, Aspect Workforce helps solve the day-to-day challenges of fluctuating demand, complex labor rules, and siloed tools that force teams into constant firefighting. By connecting real-time signals to approved actions, Aspect improves efficiency and accuracy, helps reduce avoidable labor waste, and strengthens service performance—so organizations can cut costs while improving workforce experiences and customer outcomes. **Average Rating:** 4.2/5.0 **Total Reviews:** 303 **How Do G2 Users Rate Aspect Workforce?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.3/10) - **Evaluation:** 7.5/10 (Category avg: 9.2/10) - **Calibration:** 5.8/10 (Category avg: 8.9/10) - **Integrations:** 9.2/10 (Category avg: 8.8/10) **Who Is the Company Behind Aspect Workforce?** - **Seller:** [Aspect Software](https://www.g2.com/sellers/aspect-software) - **Company Website:** https://www.aspect.com - **Year Founded:** 1973 - **HQ Location:** Atlanta, GA - **LinkedIn® Page:** https://www.linkedin.com/company/3393/ (994 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative - **Top Industries:** Financial Services, Telecommunications - **Company Size:** 62% Enterprise, 29% Mid-Market #### What Are Aspect Workforce's Pros and Cons? **Pros:** - Scheduling (9 reviews) - Efficiency (6 reviews) - Ease of Use (5 reviews) - Features (5 reviews) - Analytics (3 reviews) **Cons:** - Learning Curve (4 reviews) - Complexity (3 reviews) - Not User-Friendly (3 reviews) - Difficult Learning (2 reviews) - Learning Difficulty (2 reviews) ### What Do G2 Reviewers Say About Aspect Workforce? *AI-generated summary from verified user reviews* **Pros:** - Users value the **strong scheduling and workforce management features** of Aspect Workforce, enhancing operational efficiency and staff oversight. - Users value the **efficiency** of Aspect Workforce, enhancing scheduling accuracy and resource optimization in real-time. - Users find Aspect Workforce to be a **user-friendly platform** that simplifies scheduling and enhances operational efficiency. - Users appreciate the **powerful predictive analytics** of Aspect Workforce, enhancing forecasting and resource optimization in real-time. - Users value the **predictive analytics** of Aspect Workforce, enabling precise forecasts and efficient resource optimization. **Cons:** - Users find the **learning curve steep** , as it requires time to adapt to the system's complexity and features. - Users find the **complexity** of Aspect Workforce overwhelming, necessitating time and training for effective use. - Users find the **interface clunky and not intuitive** , leading to a complicated and cumbersome experience while navigating. - Users find the **difficult learning curve** of Aspect Workforce slows initial adoption and can overwhelm smaller teams. - Users find the **learning difficulty** of Aspect Workforce overwhelming, causing delays in adoption and effective use. #### What Are Recent G2 Reviews of Aspect Workforce? **"[Daily user of Aspect for years now](https://www.g2.com/survey_responses/aspect-workforce-review-624322)"** **Rating:** 5.0/5.0 stars *— Jason H.* [Read full review](https://www.g2.com/survey_responses/aspect-workforce-review-624322) --- **"[Clear UI and Helpful Insights for WFM Work](https://www.g2.com/survey_responses/aspect-workforce-review-12690424)"** **Rating:** 5.0/5.0 stars *— Shubham G.* [Read full review](https://www.g2.com/survey_responses/aspect-workforce-review-12690424) --- #### What Are G2 Users Discussing About Aspect Workforce? - [What is Alvaria Workforce used for?](https://www.g2.com/discussions/what-is-alvaria-workforce-used-for) - [What is the best workforce management software?](https://www.g2.com/discussions/alvaria-workforce-what-is-the-best-workforce-management-software) - [What does aspect software do?](https://www.g2.com/discussions/what-does-aspect-software-do) - 1 comment - [What is aspect WFM?](https://www.g2.com/discussions/what-is-aspect-wfm) - [What is Aspect Workforce Management?](https://www.g2.com/discussions/what-is-aspect-workforce-management) ### 21. [CYF Quality](https://www.g2.com/products/cyf-quality/reviews) CYF Quality is a free, user-friendly Call Center Quality Assurance Software. It offers customizable evaluation forms, performance analytics, automated feedback, and seamless integrations. Empower your agents, improve customer satisfaction, and drive business growth with CYF Quality. **Average Rating:** 4.7/5.0 **Total Reviews:** 92 **How Do G2 Users Rate CYF Quality?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.3/10) - **Evaluation:** 9.5/10 (Category avg: 9.2/10) - **Calibration:** 9.2/10 (Category avg: 8.9/10) - **Integrations:** 9.2/10 (Category avg: 8.8/10) **Who Is the Company Behind CYF Quality?** - **Seller:** [CYF](https://www.g2.com/sellers/cyf) - **Year Founded:** 1991 - **HQ Location:** São Paulo, SP - **LinkedIn® Page:** https://www.linkedin.com/company/cyf/ (126 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Monitor de qualidade - **Top Industries:** Telecommunications, Consumer Services - **Company Size:** 49% Enterprise, 26% Mid-Market #### What Are Recent G2 Reviews of CYF Quality? **"[USE CYF](https://www.g2.com/survey_responses/cyf-quality-review-11018063)"** **Rating:** 5.0/5.0 stars *— Elian B.* [Read full review](https://www.g2.com/survey_responses/cyf-quality-review-11018063) --- **"[My evaluation of Cyf](https://www.g2.com/survey_responses/cyf-quality-review-9099597)"** **Rating:** 5.0/5.0 stars *— Hélio S.* [Read full review](https://www.g2.com/survey_responses/cyf-quality-review-9099597) --- ### 22. [MaestroQA](https://www.g2.com/products/maestroqa/reviews) MaestroQA is an AI-powered conversation analytics platform that helps leaders uncover insights and scale quality across calls, chats, emails, bots, surveys, and more. "We started as a Contact Center QA company that powers human-QA workflows in 2017. The arrival of LLMs transformed the potential to turn the conversation data in our platform into structured data. As a result, CEOs and their leadership teams' eyes opened to the potential for insights from conversation data to drive strategic priorities. This opened the window of not only helping QA teams analyze conversations but also every person in a company. It required our product to transform from a workflow solution to a data platform - and our experience working with 500+ Quality Teams, their tech stacks, and their use cases was mission-critical to how we designed our platform to work for small and large teams - and folks both within and outside the Contact Center. We are building the #1 place to analyze conversation data." -Vasu Prathipati, CEO at Maestro **Average Rating:** 4.7/5.0 **Total Reviews:** 311 **How Do G2 Users Rate MaestroQA?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.3/10) - **Evaluation:** 9.5/10 (Category avg: 9.2/10) - **Calibration:** 9.5/10 (Category avg: 8.9/10) - **Integrations:** 9.3/10 (Category avg: 8.8/10) **Who Is the Company Behind MaestroQA?** - **Seller:** [MaestroQA](https://www.g2.com/sellers/maestroqa) - **Company Website:** https://www.maestroqa.com/ - **Year Founded:** 2013 - **HQ Location:** New York - **Twitter:** @MaestroQA (801 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/maestroqa/ (33 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst, Teammate - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 54% Mid-Market, 29% Enterprise #### What Are MaestroQA's Pros and Cons? **Pros:** - Ease of Use (23 reviews) - Scoring System (21 reviews) - Coaching (20 reviews) - Coaching Support (18 reviews) - Helpful (13 reviews) **Cons:** - Usability Issues (22 reviews) - Missing Features (10 reviews) - Complexity (5 reviews) - Steep Learning Curve (5 reviews) - Integration Issues (4 reviews) ### What Do G2 Reviewers Say About MaestroQA? *AI-generated summary from verified user reviews* **Pros:** - Users praise MaestroQA for its **user-friendly interface** and intuitive features that streamline mobile test automation. - Users appreciate the **real-time visibility of QA and CSTAT scores** , facilitating effective coaching and performance improvement. - Users value MaestroQA for its **transformative coaching approach** , enhancing agent improvement through data-driven feedback and organization. - Users value the **coaching support** of MaestroQA, enhancing agent development through data-driven feedback and organization. - Users praise MaestroQA for its **transformative coaching approach** , enhancing agent performance through detailed metrics and exceptional support. **Cons:** - Users face **usability issues** with MaestroQA, finding the interface hard to navigate and lacking essential features. - Users note the **missing features** in MaestroQA, including soft assertion support and screen recording capabilities. - Users find the **complexity** of MaestroQA challenging, requiring significant effort to achieve a smooth experience. - Users find the **steep learning curve** challenging, requiring significant effort to achieve a smooth experience with MaestroQA. - Users face **integration issues** and complicated admin settings, requiring familiarity and patience to navigate properly. #### What Are Recent G2 Reviews of MaestroQA? **"[MaestroQA Turns QA into Data-Driven Coaching with Seamless Zendesk & Salesforce Integrations](https://www.g2.com/survey_responses/maestroqa-review-12375512)"** **Rating:** 5.0/5.0 stars *— Cyrill T.* [Read full review](https://www.g2.com/survey_responses/maestroqa-review-12375512) --- **"[Simplifies Mobile Automation with Speed and Ease](https://www.g2.com/survey_responses/maestroqa-review-12233403)"** **Rating:** 4.5/5.0 stars *— Giridhar R.* [Read full review](https://www.g2.com/survey_responses/maestroqa-review-12233403) --- #### What Are G2 Users Discussing About MaestroQA? - [What is MaestroQA used for?](https://www.g2.com/discussions/what-is-maestroqa-used-for) ### 23. [Creovai](https://www.g2.com/products/creovai/reviews) Creovai is a software suite designed to bring intelligence and guidance to contact centers worldwide. By transforming unstructured conversation data into actionable insights, it empowers contact center leaders to make smarter decisions that improve agent performance for reduced customer churn, increased sales, and lowered service costs. Our promise is simple: the fastest ROI, the easiest-to-use solution, and the most trustworthy insights to drive real business impact. The platform’s combination of analytics and real-time agent support creates a continuous improvement loop, enabling organizations to adapt and excel. Creovai identifies important trends, bridges knowledge gaps, and equips agents with the right information at the right moment—so they can handle even the most complex interactions with confidence. Hyper-focused on intelligence and guidance, Creovai improves contact center operations, helping you deliver better outcomes for your customers and your teams that serve them. **Average Rating:** 4.3/5.0 **Total Reviews:** 198 **How Do G2 Users Rate Creovai?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.3/10) - **Evaluation:** 8.5/10 (Category avg: 9.2/10) - **Calibration:** 8.1/10 (Category avg: 8.9/10) - **Integrations:** 7.8/10 (Category avg: 8.8/10) **Who Is the Company Behind Creovai?** - **Seller:** [Capacity](https://www.g2.com/sellers/capacity) - **Company Website:** https://www.capacity.com - **Year Founded:** 2017 - **HQ Location:** University City, Missouri - **Twitter:** @GoCapacity (522 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/teamcapacity/ (705 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor - **Top Industries:** Consumer Services, Banking - **Company Size:** 58% Mid-Market, 26% Enterprise #### What Are Creovai's Pros and Cons? **Pros:** - Ease of Use (34 reviews) - Helpful (20 reviews) - Reporting (18 reviews) - Accuracy (15 reviews) - Transcription Accuracy (15 reviews) **Cons:** - Call Issues (17 reviews) - Learning Curve (12 reviews) - Inaccurate Data Analysis (11 reviews) - Missing Features (11 reviews) - Search Functionality (11 reviews) ### What Do G2 Reviewers Say About Creovai? *AI-generated summary from verified user reviews* **Pros:** - Users value Creovai's **ease of use** , appreciating its intuitive setup and accessibility that streamline their sales tasks. - Users value the **effective filtering and reporting features** of Creovai, enhancing their training and insights. - Users value the **detailed reporting and analytics** from Creovai, enhancing quality monitoring and decision-making effectively. - Users value the **accuracy of call interactions** in Creovai, enhancing efficiency and streamlining workflows effectively. - Users value the **high transcription accuracy** , enabling easy review of calls and insightful snippets from recordings. **Cons:** - Users face **call issues** due to cluttered results and occasional delays, impacting the overall user experience. - Users find the **learning curve steep** , making it challenging for newcomers to navigate Creovai effectively. - Users report **inaccurate data analysis** , noting frequent issues with word recognition and translation accuracy, especially with accents. - Users find the **missing features** in Creovai limiting, impacting functionality and efficiency for call coaching. - Users find the **search functionality** difficult to navigate, making it challenging to locate recordings efficiently. #### What Are Recent G2 Reviews of Creovai? **"[Tethr has made call reviews so much easier.](https://www.g2.com/survey_responses/creovai-review-8984261)"** **Rating:** 4.0/5.0 stars *— Alex L.* [Read full review](https://www.g2.com/survey_responses/creovai-review-8984261) --- **"[Tethr is a wonderful business intelligence tool.](https://www.g2.com/survey_responses/creovai-review-8985805)"** **Rating:** 5.0/5.0 stars *— Verified User in Health, Wellness and Fitness* [Read full review](https://www.g2.com/survey_responses/creovai-review-8985805) --- #### What Are G2 Users Discussing About Creovai? - [What is Awaken Conversations used for?](https://www.g2.com/discussions/what-is-awaken-conversations-used-for) - [What is Tethr used for?](https://www.g2.com/discussions/what-is-tethr-used-for) ### 24. [Ender Turing](https://www.g2.com/products/ender-turing/reviews) Ender Turing is an AI-driven platform designed to enhance customer experience and employee performance in contact centers. By analyzing voice and digital interactions, it provides real-time insights that help businesses make informed decisions aligned with their strategic objectives. Key Features and Functionality: - Speech Analytics: Transforms call and contact centers by extracting valuable insights from conversations, analyzing speech, emotion, and intent nuances to unlock the full potential of each interaction. - Automated Quality Assurance: Utilizes AI to automatically monitor and evaluate 100% of calls and chats, eliminating the need for random sampling and ensuring comprehensive quality management. - Agent Coaching: Provides continuous coaching to increase agent proficiency levels and encourage top-level performance. - Behavior Analytics: Decodes patterns and guides agents for optimal interactions, helping to identify and enhance behaviors that have a proven impact on achieving positive outcomes. - Integration Capabilities: Seamlessly integrates with existing contact center ecosystems, including call and chat recording systems, as well as CRM systems, to provide end-to-end analytics on the performance of conversations. Primary Value and Solutions Provided: Ender Turing addresses the challenges contact centers face in identifying and replicating top-performing agent behaviors, leading to inconsistent customer experiences and missed revenue opportunities. Traditional quality assurance processes are manual, time-consuming, and unable to analyze every interaction, resulting in incomplete insights and delayed coaching. By leveraging AI-driven analytics, Ender Turing enables businesses to: - Enhance Customer Satisfaction: By providing real-time insights into customer interactions, businesses can make informed decisions that improve the overall customer experience. - Improve Agent Performance: Continuous coaching and behavior analytics help agents refine their skills and adopt best practices, leading to higher proficiency levels. - Increase Sales Efficiency: Identifying and replicating top-performing behaviors among agents leads to more effective sales strategies and increased revenue. - Ensure Compliance: Automated quality assurance and compliance dashboards help businesses adhere to industry regulations and standards. By implementing Ender Turing, contact centers can transform their operations, achieving higher customer satisfaction, improved agent performance, and increased sales efficiency. **Average Rating:** 4.8/5.0 **Total Reviews:** 42 **How Do G2 Users Rate Ender Turing?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.3/10) - **Evaluation:** 8.9/10 (Category avg: 9.2/10) - **Calibration:** 9.6/10 (Category avg: 8.9/10) - **Integrations:** 9.3/10 (Category avg: 8.8/10) **Who Is the Company Behind Ender Turing?** - **Seller:** [Ender Turing](https://www.g2.com/sellers/ender-turing) - **Year Founded:** 2018 - **HQ Location:** Tallinn, Harjumaa - **Twitter:** @EnderTuring (73 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/enderturing/ (10 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Retail - **Company Size:** 60% Enterprise, 36% Mid-Market #### What Are Recent G2 Reviews of Ender Turing? **"[A powerful AI solution that enhances Zendesk-based support](https://www.g2.com/survey_responses/ender-turing-review-11283096)"** **Rating:** 5.0/5.0 stars *— Kateryna S.* [Read full review](https://www.g2.com/survey_responses/ender-turing-review-11283096) --- **"[Efficient tool for call analysis and workflow improvement](https://www.g2.com/survey_responses/ender-turing-review-11267472)"** **Rating:** 4.5/5.0 stars *— Діана .* [Read full review](https://www.g2.com/survey_responses/ender-turing-review-11267472) --- ### 25. [Mihup](https://www.g2.com/products/mihup/reviews) Mihup Interaction Analytics analyses 100% of customer conversations, uncovering their voice while revealing sales, service, and renewal opportunities for contact center teams to capitalise on. Its AI comes pre-trained on domain-specific contact centre context for faster, effective insights. The product evaluates every conversation against audit parameters and flags compliance breaches immediately. It also tracks agent effectiveness helping them level up with comprehensive coaching capabilities. What’s also important is Mihup Interaction Analytics’ ability to recommend approaches to close sales, enhance service delivery, and optimise processes, thanks to a fine-tuned Generative AI model. The flexible underpinning of the platform allows it to quickly introduce features expected in rapidly evolving industries like BFSI, fintech, e-commerce, and travel tech. With end-to-end automation offered out-of-the-box, Mihup Interaction Analytics accelerates insights, quality audit efficiency, and agent performance improvement. In addition, it delivers next best approaches and unified customer context. Get an enterprise-ready solution with customisable insights and dashboards. We help you go live in weeks, not months. **Average Rating:** 4.7/5.0 **Total Reviews:** 67 **How Do G2 Users Rate Mihup?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10) - **Evaluation:** 9.5/10 (Category avg: 9.2/10) - **Calibration:** 9.2/10 (Category avg: 8.9/10) - **Integrations:** 9.2/10 (Category avg: 8.8/10) **Who Is the Company Behind Mihup?** - **Seller:** [Mihup Communications Private Limited.](https://www.g2.com/sellers/mihup-communications-private-limited) - **Year Founded:** 2016 - **HQ Location:** Kolkata, India - **Twitter:** @mihup_ai (50 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mihup/ (103 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Quality Analyst - **Top Industries:** Financial Services, Consumer Services - **Company Size:** 59% Mid-Market, 25% Small-Business #### What Are Mihup's Pros and Cons? **Pros:** - Accuracy (18 reviews) - Ease of Use (14 reviews) - Features (11 reviews) - Customer Support (9 reviews) - Efficiency (9 reviews) **Cons:** - User Interface Issues (12 reviews) - Complexity (7 reviews) - Improvement Needed (7 reviews) - Learning Curve (7 reviews) - Poor UI Design (7 reviews) ### What Do G2 Reviewers Say About Mihup? *AI-generated summary from verified user reviews* **Pros:** - Users value the **accuracy** of Mihup, which enhances customer understanding and improves decision-making efficiency. - Users find Mihup **easy to use** , appreciating its user-friendly dashboard and automatic report generation capabilities. - Users value the **easy implementation** and **comprehensive features** of Mihup, enhancing their overall experience. - Users value the **proactive and knowledgeable customer support** of Mihup, ensuring effective use of the platform. - Users praise Mihup for its **efficient AI assistant** , which enhances productivity through seamless, intuitive interactions and automation. **Cons:** - Users find the **user interface lacking** , suggesting improvements for better intuitiveness and personalized reporting. - Users find the **complexity of configuration** challenging, especially for large datasets and advanced settings. - Users find that the **initial setup and training phase** of Mihup is time-consuming and requires better documentation. - Users find the **learning curve steep** due to the complex user interface and time-consuming initial setup. - Users find the **UI design poor** , noting messiness and difficulty in navigation, which detracts from the overall experience. #### What Are Recent G2 Reviews of Mihup? **"[Automates Audio Analysis, Boosts Service Quality](https://www.g2.com/survey_responses/mihup-review-12164341)"** **Rating:** 4.0/5.0 stars *— Erick Vincent Steve G.* [Read full review](https://www.g2.com/survey_responses/mihup-review-12164341) --- **"[Reliable Voice Intelligence Platform That Enhances Customer Experience and Insights](https://www.g2.com/survey_responses/mihup-review-11831951)"** **Rating:** 5.0/5.0 stars *— andré P.* [Read full review](https://www.g2.com/survey_responses/mihup-review-11831951) --- ## What Is Contact Center Quality Assurance Software? [Call & Contact Center Software](https://www.g2.com/categories/call-contact-center) ## What Software Categories Are Similar to Contact Center Quality Assurance Software? - [Contact Center Software](https://www.g2.com/categories/contact-center) - [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) - [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) --- ## How Do You Choose the Right Contact Center Quality Assurance Software? ### What You Should Know About Contact Center Quality Assurance Software ### Which is the best quality assurance software for contact centers in the tech industry? - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews): Offers a comprehensive digital-first QA solution, enabling teams to move beyond basic quality assurance to full quality management with customizable scorecards and real-time analytics. - [Convin.a](https://www.g2.com/products/convin-ai/reviews)i: Utilizes generative AI to analyze customer conversations, providing insights for agent coaching and performance improvement, making it ideal for tech-driven contact centers.​ - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Provides embedded AI to enhance operational efficiency, delivering precise, unbiased insights from customer interactions, and facilitating effective agent evaluations. - [MaestroQA](https://www.g2.com/products/maestroqa/reviews): Delivers omnichannel quality assurance with tools for agent performance tracking, coaching, and process optimization, tailored for modern support teams. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews): Combines AI-powered conversation intelligence with automated QA, offering detailed insights to improve customer experience and agent performance. ### Which contact center quality assurance software is the best for small businesses? - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews): Offers simple, customizable scorecards and intuitive dashboards, making it ideal for small teams seeking effective agent evaluation without complex setup. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews): Delivers AI-driven QA insights with call transcription, sentiment analysis, and performance trends, making it approachable for smaller teams adopting automation. - [Zendesk QA](https://www.g2.com/products/zendesk-qa/reviews): Formerly known as Klaus, this tool provides AI-driven conversation reviews and AutoQA features, helping small teams automate quality checks and enhance customer experience ### Contact Center Quality Assurance Software FAQs ### Most Popular FAQs #### Which Contact Center Quality Assurance Software has the best reviews? Based on G2 review data, several platforms consistently earn top marks for overall satisfaction, ease of use, and quality support. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A dedicated QA platform praised for its customizable scorecards, intuitive dashboards, and structured coaching workflows that turn evaluations into measurable agent development. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — A quality assurance and performance management tool recognized for automated QA coverage, compliance automation, and strong agent engagement features that reduce manual review time. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An automated QA solution noted for scoring 100% of interactions, providing immediate actionable coaching insights, and delivering a straightforward agent-facing experience. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — A contact center analytics and quality management platform that combines real-time reporting, speech analytics, and AI-powered evaluations in a single, centralized workspace. #### What are the best contact center QA apps for mobile integration? For teams that need to access quality scores, performance data, and coaching insights on mobile devices, the following platforms offer cross-device accessibility. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Reviewers specifically note that Scorebuddy can be accessed on any device, including laptops, desktops, and mobile devices, with real-time score updates available regardless of platform. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An auto QA platform built for agent accessibility, allowing supervisors and agents to review performance data, coaching sessions, and survey results from virtually any device. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A cloud-based contact center platform with a clean, device-friendly interface that supports call recording review, agent activity monitoring, and quality tracking across mobile and desktop. #### What are the best QA software for contact centers in the tech industry? Technology companies and IT services teams require QA tools that integrate cleanly with existing platforms, support technical workflows, and deliver granular performance data. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Widely adopted by technology and outsourcing firms, SuccessKPI integrates with platforms like Genesys Cloud CX and offers no-code BI dashboards, speech analytics, and AI-driven quality evaluation. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — A Salesforce-native service platform favored by tech enterprises for its Einstein AI, IoT-triggered workflows, and comprehensive CRM integration that centralizes all customer interaction data. - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — An enterprise-grade omnichannel platform used in technology and services organizations for end-to-end support workflows, real-time agent copilot tools, and supervisor coaching features. #### What is the most reliable voice recognition platform for software developers? Software developers and technical teams building on contact center infrastructure require platforms with robust speech-to-text capabilities, API access, and multilingual support. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Offers high-quality transcription with AI sentiment analysis, GenAI prompt building via Copilot, and customizable analytics that developers can extend through flexible reporting and dataset integrations. - [Mihup](https://www.g2.com/products/mihup/reviews) — A real-time speech intelligence platform recognized for its comprehensive interaction analysis across Indian languages and English, making it particularly strong for multilingual developer environments. - [Balto](https://www.g2.com/products/balto/reviews) — A real-time speech analytics tool that listens to live calls, provides agents with in-the-moment guidance, and generates accurate post-call summaries with compliance oversight built in. #### What are the most user-friendly quality assurance software for call centers? Ease of use is one of the most frequently cited priorities in call center QA software reviews, particularly for teams that need rapid onboarding and minimal technical overhead. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Consistently praised for its intuitive interface, simple scorecard creation, and accessible dashboards that require minimal training for both QA analysts and front-line agents. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Reviewers highlight its streamlined, no-clutter interface that simplifies high-volume evaluations, reduces page refreshing during ticket reviews, and keeps setup straightforward from day one. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An agent-centric platform known for its ease of navigation, real-time feedback delivery, and customizable dashboards that help agents quickly understand their own performance without relying on managers. ### Small Business FAQs #### What is the most affordable Contact Center Quality Assurance Software for SMBs? For small and mid-sized businesses exploring contact center QA tools, you can browse options specifically filtered for your segment on G2's small business Contact Center QA page. The following tools are frequently mentioned by SMB reviewers as delivering strong value relative to cost. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A cloud-based QA platform that SMB teams use to build custom scorecards, track performance trends, and deliver structured coaching without requiring a large operations team to maintain it. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Designed to automate QA coverage and reduce manual workload, EvaluAgent gives smaller teams the ability to monitor a higher percentage of interactions than traditional sampling would allow. - [Balto](https://www.g2.com/products/balto/reviews) — A real-time call guidance tool that smaller contact centers use to scale QA without proportionally scaling headcount, enabling consistent agent behavior and compliance through live in-call prompts. #### What is the best Contact Center Quality Assurance Software for startups? Startups need QA software that is quick to deploy, requires minimal configuration overhead, and scales as their team grows. The following options are well-suited to early-stage contact center operations. - [Balto](https://www.g2.com/products/balto/reviews) — Startup teams use Balto to automate real-time agent coaching without a large QA team, with reviewers noting that implementation is fast and the platform scales call monitoring effortlessly as the team grows. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — A straightforward QA tool that startups adopt for its fast setup, customizable scorecards, and built-in coaching workflows that replace spreadsheet-based quality processes without requiring technical resources. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A cloud-based calling platform with built-in quality monitoring, call recording, and CRM integrations that startups use to manage inbound and outbound communications from a single, scalable interface. #### Which Contact Center Quality Assurance Software is the most user-friendly for startups? Startups typically lack dedicated QA operations teams, making ease of onboarding and day-to-day usability critical selection criteria. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Startup reviewers frequently cite Scorebuddy's simple interface and fast time-to-value as key reasons for adoption, noting that agents and managers can navigate the platform without extensive training. - [my.SQM Auto QA](https://www.g2.com/products/my-sqm-auto-qa/reviews) — An automated QA platform that removes the need for complex configuration by scoring every interaction automatically, giving startup teams instant visibility into agent performance with minimal setup. - [EvaluAgent](https://www.g2.com/products/evaluagent/reviews) — Reviewers in smaller organizations consistently note that EvaluAgent's initial setup is straightforward and that the platform's interface is clean enough to onboard new team members quickly. #### What are the best QA coaching tools for small business contact centers? Coaching is one of the highest-impact applications of QA data in smaller contact centers, where managers typically handle both evaluation and development responsibilities. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Features a built-in coaching workflow and optional LMS that connects QA scores directly to structured development sessions, giving small teams a single platform for evaluating and improving agent performance. - [Balto](https://www.g2.com/products/balto/reviews) — Provides real-time in-call coaching through live prompts and post-call summaries, enabling managers in small contact centers to deliver consistent, data-grounded feedback without listening to every call manually. - [ReflexAI Prepare](https://www.g2.com/products/reflexai-prepare/reviews) — An AI-powered training and role-play platform used by smaller teams to prepare agents for difficult customer interactions through realistic, no-risk practice scenarios that reduce the burden on human trainers. #### Which contact center QA platforms offer strong call recording and review for small teams? For small contact center teams, call recording and easy review access are foundational QA capabilities that directly impact coaching quality and compliance. - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — A VoIP contact center platform that small teams use for its accessible call recording and playback features, with reviewers highlighting how quickly supervisors can locate and review specific conversations. - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — An outbound and inbound calling platform with built-in call recording, AI scoring, and CRM integration that small sales and support teams use to review and improve call quality without complex infrastructure. - [3CLogic Cloud Call Center](https://www.g2.com/products/3clogic-cloud-call-center/reviews) — A cloud call center platform used by small and mid-sized teams for its reliable call quality, built-in QA capabilities, and seamless integration with platforms like ServiceNow for centralized interaction management. ### Enterprise FAQs #### What are the best-rated Contact Center Quality Assurance Software for tech enterprises? Technology enterprises require QA platforms that scale across large agent populations, integrate with complex tech stacks, and deliver AI-driven insights at volume. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Enterprise technology teams use SuccessKPI for its unified CCaaS and CRM data orchestration, no-code BI dashboards, AI-powered evaluations, and deep integration with platforms like Genesys Cloud CX. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — A Salesforce-native enterprise platform widely used in technology organizations for intelligent automation, 360-degree customer data views, and AI-assisted case resolution that scales across global support teams. - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — A flexible, open cloud contact center platform that tech enterprises deploy for omnichannel engagement, AI-driven routing, workforce management, and gamification across large, distributed agent teams. #### What are the most reliable Contact Center Quality Assurance Software tools for enterprises? Reliability, uptime, and consistent performance at scale are top concerns for enterprise buyers evaluating contact center QA software. - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — Enterprise reviewers consistently highlight Genesys Cloud CX's uptime, scalability, and architectural flexibility as reasons it is trusted for mission-critical contact center operations globally. - [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — An all-in-one workforce management, analytics, and real-time agent quality monitoring platform that enterprises use to forecast demand, schedule agents, and track performance across large contact center operations. - [Verint CX Automation](https://www.g2.com/products/verint-cx-automation/reviews) — An enterprise QA automation platform recognized for reducing manual evaluation effort, minimizing subjectivity in quality reviews, and providing factual performance data at enterprise scale. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) — An AI-powered conversation intelligence platform that enterprise teams use to lower average handle time, surface training opportunities, and deliver data-backed coaching insights across large agent populations. #### What are the best-reviewed Contact Center Quality Assurance Software for enterprise app integration? Enterprise contact centers require QA platforms that integrate seamlessly with CRMs, CCaaS platforms, workforce management systems, and business intelligence tools. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Recognized for its deep integration with Genesys Cloud CX and other CCaaS platforms, SuccessKPI unifies telephony and CRM data into a single analytics view without requiring manual data exports. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — Built on the Salesforce platform, Agentforce Service connects service operations to the full Salesforce ecosystem, enabling enterprises to centralize customer data, automate workflows, and integrate AI across all channels. - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — An enterprise omnichannel platform that consolidates customer interactions across all channels into a unified workspace, with AI copilot tools, MCP-based integrations with internal databases, and robust supervisor monitoring. #### What Contact Center QA software do large enterprises use for compliance monitoring? Compliance monitoring is a critical use case for enterprise contact centers in regulated industries such as financial services, healthcare, and insurance, where QA software must provide audit trails, script adherence tracking, and automated flagging. - [Verint CX Automation](https://www.g2.com/products/verint-cx-automation/reviews) — An enterprise compliance and quality automation platform that reduces manual evaluation effort, increases objectivity in compliance scoring, and supports regulated industries with structured, auditable QA processes. - [Balto](https://www.g2.com/products/balto/reviews) — Used in regulated enterprise environments for real-time compliance oversight, with live prompts that ensure agents follow required scripts and disclosures on every call, and automated post-call summaries for audit documentation. - [Scorebuddy](https://www.g2.com/products/scorebuddy/reviews) — Enterprise compliance teams use Scorebuddy for its structured scorecards, audit trails, and PCI compliance tracking capabilities, with full customization to align QA criteria with regulatory requirements across multiple teams and locations. #### Which Contact Center QA platforms provide AI-powered quality monitoring for enterprises? AI-powered quality monitoring allows enterprise contact centers to analyze 100% of interactions rather than relying on manual sampling, surfacing insights at a scale that traditional QA processes cannot match. - [Level AI](https://www.g2.com/products/level-ai/reviews) — An AI-driven QA platform that enterprise teams use to conduct automated interaction audits, flag high-priority reviews, and provide transcript-based performance data across large, globally distributed contact center operations. - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) — Offers enterprise-grade AI with sentiment analysis, GenAI evaluation forms, deep prompt features, and the ability to monitor 100% of calls with automated QA scoring and real-time performance dashboards. - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) — A conversation intelligence platform built for enterprise-scale AI quality monitoring, providing automated coaching recommendations, trend analysis across all interactions, and flexible deployment supported by knowledgeable account management. **Last updated on April 24, 2026**