# Best Contact Center Quality Assurance Software - Page 9

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

**Total Products under this Category:** 167

### Category Stats (Aug 2026)

- **Average Rating:** 4.53/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Natterbox (+0.27%) - Among all products in this category, Natterbox recorded the largest rating increase compared to last month

_Last updated: August 01, 2026_

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

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

- 30 Analysts and Data Experts
- 35,300+ Authentic Reviews
- 167+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

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

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

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

**Sponsored**

### Datadog

Datadog is the monitoring, security and analytics platform for developers, IT operations teams, security engineers and business users in the cloud age. The SaaS platform integrates and automates infrastructure monitoring, application performance monitoring and log management to provide unified, real-time observability of our customers' entire technology stack. Datadog is used by organizations of all sizes and across a wide range of industries to enable digital transformation and cloud migration, drive collaboration among development, operations, security and business teams, accelerate time to market for applications, reduce time to problem resolution, secure applications and infrastructure, understand user behavior and track key business metrics.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1989&secure%5Bchosen_at%5D=2026-08-03T18%3A20%3A14Z&secure%5Bdisplayable_resource_id%5D=1603&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=3824&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=3824&secure%5Bresource_id%5D=1989&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-quality-assurance%3Fpage%3D9&secure%5Btoken%5D=e5323ab5242f5208a6c7dcb31d601a7fcce683e92b9bf7cffbc7d2a01f6abab7&secure%5Burl%5D=https%3A%2F%2Fwww.datadoghq.com%2Fdg%2Fmonitor%2Ffree-trial-g2%2F%3Futm_source%3Dg2crowd%26utm_medium%3Dreview-site%26utm_campaign%3Ddg-coreplatform-multi-ww-en-g2&secure%5Burl_type%5D=custom_url)

### [Castel Detect QA/QM](https://www.g2.com/products/castel-detect-qa-qm/reviews)

Castel Detect QA/QM automates your contact center’s Quality Assurance/Quality Management (QA/QM) process to yield significant cost savings. Our automated speech analytics approach streamlines the QA/QM process, enhancing agent productivity and customer service.

#### Who Is the Company Behind Castel Detect QA/QM?

- **Seller:** [Castel Communications](https://www.g2.com/sellers/castel-communications)
- **Year Founded:** 1982
- **HQ Location:** Buffalo, US
- **Twitter:** @castelcomm  
50 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=09307c6a5bba451d0847fbb31e920aa7f15cc09f37e1629290a163f0f794e0b1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcastel-communications-llc&secure%5Burl_type%5D=linkedin_company_website)  
35 employees on LinkedIn®

### [Compass](https://www.g2.com/products/chordia-compass/reviews)

Compass by Chordia is a conversation intelligence solution built on the Customer Thread: a persistent, evidence-based record of every interaction with a customer, woven together across every channel where the conversation happens. Voice, chat, email, and meetings all evaluated against the same standard, connected to the same customer. Compass connects to existing CCaaS, CRM, help desk, video conferencing, and VoIP systems including Five9, Nextiva, NiCE, HubSpot, Salesforce, Zoom, Microsoft Teams, Google Meet, RingCentral, and more. Deployment takes days, not months, using prebuilt connectors and requiring no custom data pipelines. Built for customer experience, compliance, and revenue organizations that need every interaction reviewed, not just a sample. This includes sales, customer success, support, and contact center teams in regulated and high-volume customer-interaction industries. One standard for human and AI agents. Compass evaluates AI agents against the same criteria as human agents, so quality and compliance don't drop as teams shift work to automation. Key capabilities: • The Customer Thread as the foundation. Every call, chat, email, and meeting with a customer is woven into one continuous view. See the full arc from first inbound call through onboarding, support, coaching, compliance checks, and renewal, not just the last interaction. • One truth across every channel. A complaint on a call Monday, a support ticket Tuesday, an email Wednesday, all evaluated on the same rubric. A pattern spotted in one channel counts everywhere the customer showed up. • Every finding traces to the exact moment. No blackbox scores. Every insight, coaching cue, and compliance flag points to the specific time in the transcript where it happened. Defensible in a QA calibration, a compliance audit, or a dispute. • Difficulty-adjusted performance scoring. An agent-lift model calculates the outcome expected for each interaction based on its type and difficulty, then measures how much better (or worse) the agent performed compared to that expectation. The same standard applies whether the team is in-house or outsourced (BPO). • Compliance checks that account for timing, not just wording. Every conversation is checked for required disclosures and prohibited language, including whether a required statement was made at the right point in the interaction. • Multilingual support. Compass transcribes conversations in 80+ languages and evaluates them in English, Spanish, and Portuguese in production today, with additional languages added as customer needs require. • Natural-language search with evidence-based answers. Ask questions about a customer, a segment, or a topic in plain language. Compass returns the answer grounded in what was actually said. The same question returns the same answer every time, no exports or queries required. • Coaching tied to a specific moment, not a generic tip. Coaching recommendations reference the exact point in a conversation that prompted them, rather than a standard playbook applied to everyone. Trackable per agent over time. • Surfaces the problem you didn't know you had. Identifies emerging issues from conversation data without preconfigured rules, prioritizes them by business impact, and tracks resolution status over time so findings don't disappear into reports no one revisits. Customer data is not used to train models across customers. Data is encrypted at rest and in transit, with role-based access, SSO, and a full audit trail.

#### Who Is the Company Behind Compass?

- **Seller:** [Chordia](https://www.g2.com/sellers/chordia)
- **Year Founded:** 2023
- **HQ Location:** Arlington, VA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e8f6ec304b4926c60ef7bbcb94fd771c1ff6eeec548abd4fe56eb5fe42791509&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchordia&secure%5Burl_type%5D=linkedin_company_website)  
16 employees on LinkedIn®

### [Connex One](https://www.g2.com/products/connex-one/reviews)

Connex One is a customer engagement and communication platform designed to help businesses effectively connect with their customers across various channels.

**Average Rating:** 2.3/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate Connex One?

- **Has the product been a good partner in doing business?:** 3.3/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Connex One?

- **Seller:** [Connex One](https://www.g2.com/sellers/connex-one)
- **Year Founded:** 2013
- **HQ Location:** Manchester, GB
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9fe84152c04c576a1e58621e25d64169a8b1b565424f0b6a51152dcaed5128f9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fconnex-ltd%2F&secure%5Burl_type%5D=linkedin_company_website)  
547 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Medium

#### What Do G2 Reviewers Say About Connex One?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **24/7 customer support** from Connex One, enhancing their overall experience with timely assistance.
- Users find **easy setup** beneficial for Connex One, enhancing call center operations when properly configured.
- Users value the **built-in software integrations** of Connex One, enhancing efficiency and connectivity in call center operations.
- Users highlight the **seamless Salesforce integration** with Connex One, enhancing their call center operations significantly.
- Users value the **well-designed user interface** of Connex One, enhancing the overall experience with appealing visual elements.

##### Cons

- Users find the **complex customization** of Connex One challenging, leading to a lengthy and difficult implementation process.
- Users find the **complexity of setup** challenging, leading to lengthy implementations and potential issues during integration.
- Users face **difficult implementation** challenges due to complexity, customization, and limited support from the small engineering team.
- Users face **initial difficulties** with Connex One due to complex setups and a stretched implementation team.
- Users experience **long wait times** during setup due to a small and overwhelmed implementation team, affecting efficiency.

#### What Are Recent G2 Reviews of Connex One?

**["Love all the features it has"](https://www.g2.com/survey_responses/connex-one-review-9699575)**

**Rating:** 5.0/5.0 stars

_— Tristan V._

[Read full review](https://www.g2.com/survey_responses/connex-one-review-9699575)

### [Crystal Quality](https://www.g2.com/products/crystal-quality/reviews)

Crystal Gears is a single channel desktop call recording solution that supports Analog and VoIP telephones with pure D-Channel recording and full metadata call information.

#### Who Is the Company Behind Crystal Quality?

- **Seller:** [CrystalRS](https://www.g2.com/sellers/crystalrs)
- **Year Founded:** 2010
- **HQ Location:** Rishon Le-Zion, IL
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=796326793cafa9d75a1b37b467636ada4f4f35fb1ad2257e7b67e7ab86f439a2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcis-call-recording-solution&secure%5Burl_type%5D=linkedin_company_website)  
16 employees on LinkedIn®

### [Cxfirst.ai](https://www.g2.com/products/cxfirst-ai/reviews)

CXFirst.ai is a next-gen customer experience platform designed to simplify and enhance support operations across every channel — from voice and chat to email and social messaging. CXFirst.ai unifies all customer touchpoints into one intuitive, AI-powered interface built for speed, scale, and service excellence. Our flexible Self-Serve and AI+HI (Human Intelligence) models empower support teams to deliver personalized, consistent, and context-rich experiences — every time. The platform combines robust automation with real-time insights to reduce resolution time, increase agent productivity, shorten training cycles, and improve overall customer satisfaction.

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

- **Seller:** [Cxfirst](https://www.g2.com/sellers/cxfirst)
- **Year Founded:** 2024
- **HQ Location:** Bengaluru, IN
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=804bfc643526322e768281a2cc590d8e06bbbaec5b74a2c43490c7a1b03c1478&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcxfirstai%2F&secure%5Burl_type%5D=linkedin_company_website)  
5 employees on LinkedIn®

### [Edigin Recording Solution](https://www.g2.com/products/edigin-recording-solution/reviews)

Edigin Recording Solution offers a complete range of integrated modules consisting of audio recording, agent evaluation and training, screen recording, reporting, and contact management.

#### Who Is the Company Behind Edigin Recording Solution?

- **Seller:** [Edigin](https://www.g2.com/sellers/edigin)
- **HQ Location:** Enid, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63c690063518dd69e0dab05e5ced1b3b65d4905c34a7aff75067145baaff0826&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fedigin&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

### [Engage AI](https://www.g2.com/products/jabra-engage-ai/reviews)

Jabra Engage AI is AI-powered call centre software that helps teams deliver better customer conversations, every time. It goes beyond speech-to-text by analysing the tone of both agent and customer in real time, giving instant feedback so agents can stay empathetic and in control. Automatic call summaries cut admin, freeing agents to focus on the conversation. Supervisors get a clear post-call dashboard to coach faster and more effectively — no more random sampling or guesswork. The result: happier customers, more motivated agents, and shorter calls. Compatible with any headset, softphone, and leading platforms including Microsoft Teams, Genesys, and Zoom.

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

- **Seller:** [Jabra](https://www.g2.com/sellers/jabra)
- **Year Founded:** 1869
- **HQ Location:** Copenhagen, DK
- **Twitter:** @jabra\_us  
14,782 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=95ecc2524b976aae25dd2f7a25e344d40edeaf46a685e776b8f94f38e0274e60&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fjabra%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,889 employees on LinkedIn®

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

Enghouse Interactive provides a range of workforce and business optimization tools which include call and screen recording, speech analytics, workforce management, performance metrics, score cards, cost analysis and reporting tools which are highly scalable and modular enabling you to choose the level of complexity that meets your requirements for continuous performance improvement.

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

- **Seller:** [Enghouse Systems](https://www.g2.com/sellers/enghouse-systems)
- **Year Founded:** 1984
- **HQ Location:** Markham
- **Twitter:** @EnghouseInterac  
2,418 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f817d6a24efc2045479268e47e7124e25f84a6d65472505e9f62f8381960db96&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fenghouse%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,294 employees on LinkedIn®
- **Ownership:** ENGH (TSE)

### [EvalidateQA](https://www.g2.com/products/evalidateqa/reviews)

EvalidateQA by BPA Quality is a robust, purpose-built Call Center Quality Assurance Software platform that empowers contact centers with the tools to elevate performance, ensure compliance, and drive measurable improvements in customer experience. Developed by industry leaders in QA and Customer Experience, EvalidateQA combines intuitive design, psychometric rigor, and advanced analytics to deliver a holistic solution tailored to real-world operational needs.

#### Who Is the Company Behind EvalidateQA?

- **Seller:** [BPA International](https://www.g2.com/sellers/bpa-international)
- **Year Founded:** 1988
- **HQ Location:** Long Island, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1ceacd2451b49422ea68bb607466fc52ab008cd39f86d156f9eb5123e6dfffb8&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbpaquality&secure%5Burl_type%5D=linkedin_company_website)  
156 employees on LinkedIn®

### [Gridspace Contact Center AI](https://www.g2.com/products/gridspace-contact-center-ai/reviews)

Gridspace makes conversational care readily available by providing superior machine talent to patients, customers, and businesses.

**Average Rating:** 5.0/5.0

**Total Reviews:** 1

#### How Do G2 Users Rate Gridspace Contact Center AI?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Gridspace Contact Center AI?

- **Seller:** [Gridspace](https://www.g2.com/sellers/gridspace)
- **Year Founded:** 2012
- **HQ Location:** Los Angeles, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f0fdd7f529eb437ff85c5464cedcd9fd27b08f607bb805a90d9ff131d4300679&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgridspace-inc&secure%5Burl_type%5D=linkedin_company_website)  
49 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Large, 100% Small

#### What Are Recent G2 Reviews of Gridspace Contact Center AI?

**["Innovative solutions and great partner to work with. Need to scale certain areas."](https://www.g2.com/survey_responses/gridspace-contact-center-ai-review-7811616)**

**Rating:** 5.0/5.0 stars

_— Lisa M._

[Read full review](https://www.g2.com/survey_responses/gridspace-contact-center-ai-review-7811616)

### [Inspeech](https://www.g2.com/products/inspeech/reviews)

Speech Analytics Solution Guarantee top quality with GenAI-powered conversation analysis Powered by GenAI, our Speech Analytics system transcribes and analyzes your contact center’s voice and text conversations to improve your operations’ quality and find insights of value to your business. Solution advantages Maximum agility in a truly omnichannel solution. Efficiently analyzes audio and text efficiently with a powerful GenAI-driven transcription engine. High precision engine. Get automated service quality monitoring with \>95% reliability. Optimized customer experience. Detects operational problems to improve customer satisfaction. Cost reduction. Automates quality management processes to optimize your resources. Better agent performance. Keep track of quality KPIs adapted to your business in real time. Business intelligence. Optimize your processes and enhance your sales. Applications Recognition of intent and key topics in each conversation. Recognition of customer mood and discomfort. Recognition of use of positive or negative language from agents. Compliance with legal and/or contractual requirements. Brand story compliance from agents. Scripted responses and texts required in each conversation. Adaptation of arguments to maximize results. Definition of a process management and optimization strategy. Technical characteristics for each quality management phase 1. Implementation adapted to the business Query builder on a no-code interface. Detects the dead air time and incidence of specific words and expressions. Configurable parameters. Automated voice and text analysis including calls, chats, WhatsApp messages, emails, and social media. Template and topic tree design. Allow conversations to be classified in a COPC model format. 2. GenAI-powered quality analysis High precision speech-to-text engine. Has a proprietary dictionary to include sounds-like words and therefore enhance reliability Multi-language transcriptions. Available in more than 20 languages and dialects to download at any time. Batch call transcription. Semantics interpretation with NLU. Understands the meaning and context of each word. Analyzes feelings and mood in tone and voice. 3. Real-time monitoring Quality assessment dashboards. Logs each agent and team’s KPIs in real time with customizable individual dashboards. Automated, hybrid, and manual analytics. Shows duration of call, dead air time, volume analysis. Manual reviews of most critical aspects. Cost control. Includes a cost control module to monitor and manage consumption. 4. Continuous improvement and decision-making Audio processing optimized for 8kHz and 16kHz - Stereo: audio text segmented by agent and customer. - Mono: conversion to stereo. - Formats permitted: wav, mp3, aac, ogg, flac, wma, mpeg, amr, caf, mp4, mov, wmv, mpeg, m4v, flv, mkv Multiple analyses on a single transcription. Various ​​​​queries and/or NLU models can be used to obtain information for various processes: sales, marketing, and quality. Continuous model training. Improves templates and semantic interpretation models with machine learning to optimize precision of call classification.

#### Who Is the Company Behind Inspeech?

- **Seller:** [Inconcert](https://www.g2.com/sellers/inconcert)
- **Year Founded:** 2001
- **HQ Location:** Madrid, ES
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bc954cf059d24d7dbaae7a650d3a939512f3b0ee8d37465fc3b6287c4d4c1006&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finconcert&secure%5Burl_type%5D=linkedin_company_website)  
284 employees on LinkedIn®

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

We are an enterprise management system that ensures an organization's best practises and standards are followed throughout all departments. The futuristic corporate management system is the outcome of our years of experience consulting on management systems. We enable the efficient management of several ISO standards, significant business frameworks, and the transformation of risk and compliance activities into a competitive advantage by optimising procedures and workflows. The isorobot manages all functions within the organization with 10+ independent and integrated modules, that too by following the globally accepted standards and management systems. They are: \*isorobot QMS (Quality management system) \*isorobot QHSE (Quality, health safety environment) \*isorobot ISMS (Information security management system) \*isorobot GRC (Governance, risk, and compliance) \*isorobot Internal audit \*isorobot Risk management \*isorobot Business continuity \*isorobot Strategy management \*isorobot Asset management \*isorobot Document management

#### Who Is the Company Behind isorobot?

- **Seller:** [Excelledia Ventures](https://www.g2.com/sellers/excelledia-ventures)
- **Year Founded:** 2010
- **HQ Location:** Leeds, GB
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c3bc9ce010207190392416db88533642dc12d1b1d56797ffeff7ca55278b7e7e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fisorobot%2F&secure%5Burl_type%5D=linkedin_company_website)  
11 employees on LinkedIn®

### [Lens](https://www.g2.com/products/tekvision-lens/reviews)

Automated CX Assurance Testing that enables you to focus on what matters most—your customers. Lens 5.0 is designed to deliver detailed, actionable insights into the health and performance of your contact center environment to quickly identify and resolve problem areas to achieve and maintain outstanding customer experience.

#### Who Is the Company Behind Lens?

- **Seller:** [Tekvision](https://www.g2.com/sellers/tekvision)
- **Year Founded:** 1995
- **HQ Location:** Markham, CA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f5f4acc440cd01c63faa135f5ccd08721a80512980acf328a7bf5b7b456e12e8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftekvision&secure%5Burl_type%5D=linkedin_company_website)  
12 employees on LinkedIn®

### [Loopy](https://www.g2.com/products/loopy/reviews)

Loopy is a Customer Support Observability Platform that unifies your CX Ops Data, detects anomalies, and alerts the right people for timely resolution. Customer support operations, at times, feel like a black box. Teams have to deal with a sea of information juggling disparate software, spreadsheets, big data silos, and manual workflows to meet customer support demands. This results in a significant lack of clarity, which creates confusion. A solution is needed to bring transparency and illuminate the path to more efficient support, and that’s what Loopy’s all about.

#### Who Is the Company Behind Loopy?

- **Seller:** [Loopy](https://www.g2.com/sellers/loopy)
- **Year Founded:** 2022
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7d56402a3436a2eb8ec1ea331394ad55c4ead126a21bc8879c6e95e17e0c4a17&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Floopy-technologies&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

### [Mirror](https://www.g2.com/products/whatfix-mirror/reviews)

Mirror enables customer-facing teams with a unified, immersive training experience that pairs simulation system training and AI conversational roleplay with in-app guidance.

**Average Rating:** 4.8/5.0

**Total Reviews:** 2

#### How Do G2 Users Rate Mirror?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.3/10)

#### Who Is the Company Behind Mirror?

- **Seller:** [Whatfix](https://www.g2.com/sellers/whatfix)
- **Year Founded:** 2013
- **HQ Location:** San Jose, CA
- **Twitter:** @whatfix  
3,096 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=54da0ef74f062ef7e35deab55bba9292703a8810e855b363c3924d1089e5d97e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2058906%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,115 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Large, 50% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Mirror, facilitating smooth learning without the risks of real-time execution.
- Users appreciate the **interactive content** of Mirror, facilitating safe practice and self-study in a worry-free environment.
- Users appreciate the **realistic practice environment** provided by Mirror, enhancing learning without dealing with live data.
- Users find the **self-study resources** invaluable, enabling effective practice without risking live data interference.
- Users value the **experience improvement** offered by Mirror, facilitating practice without the stress of real-time execution.

##### Cons

- Users face **bug issues** that cause slowdowns and provide limited progress details for Mirror flow creation.
- Users experience **poor reporting** with Mirror, finding progress updates slow and lacking in detail.
- Users experience **slow performance** with Mirror, facing technical glitches and inadequate progress reporting during flow creation.

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

**["Empowering Learners with Safe, Hands-On Practice"](https://www.g2.com/survey_responses/mirror-review-12078949)**

**Rating:** 5.0/5.0 stars

_— Mark G._

[Read full review](https://www.g2.com/survey_responses/mirror-review-12078949)

**["Effortless, Safe Practice with Realistic App Experience"](https://www.g2.com/survey_responses/mirror-review-12038771)**

**Rating:** 4.5/5.0 stars

_— Daniel S._

[Read full review](https://www.g2.com/survey_responses/mirror-review-12038771)

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

 ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin")
JL

Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)

Updated October 3, 2024

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

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

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

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

Show More

* * *

## 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**