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Best Contact Center Quality Assurance Software

JL
Researched and written by Jeffrey Lin

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 or help desk software, 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

Best Contact Center Quality Assurance Software At A Glance

Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
CYF Quality
CYF Quality
Best Contender:
Genesys Cloud CX
Genesys Cloud CX
Most Niche:
JustCall
JustCall
Most Trending:
Convin.ai
Convin.ai
Show LessShow More
Best Contender:
Genesys Cloud CX
Genesys Cloud CX
Most Niche:
JustCall
JustCall
Most Trending:
Convin.ai
Convin.ai

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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129 Listings in Contact Center Quality Assurance Available
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Salesforce Service Cloud
(5,617)4.4 out of 5
Optimized for quick response
15th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Salesforce Service Cloud
Save to My Lists
Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,039
    Features
    879
    Case Management
    855
    Efficiency
    758
    Helpful
    517
    Cons
    Complexity
    479
    Learning Curve
    459
    Missing Features
    392
    Steep Learning Curve
    354
    Expensive
    348
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.3
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesforce
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    583,479 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,543 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 38% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,039
Features
879
Case Management
855
Efficiency
758
Helpful
517
Cons
Complexity
479
Learning Curve
459
Missing Features
392
Steep Learning Curve
354
Expensive
348
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.3
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.6
Integrations
Average: 8.9
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
583,479 Twitter followers
LinkedIn® Page
www.linkedin.com
78,543 employees on LinkedIn®
Playvox Quality Management
(1,156)4.8 out of 5
2nd Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 identif

    Users
    • Customer Service Representative
    • Customer Experience
    Industries
    • Consumer Services
    • Banking
    Market Segment
    • 57% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Playvox Quality Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    121
    Helpful
    57
    Scoring System
    42
    Coaching
    35
    Evaluation Process
    31
    Cons
    Missing Features
    15
    Limited Customization
    10
    Slow Loading
    10
    Update Issues
    8
    Layout Issues
    6
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Playvox Quality Management features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.3
    9.7
    Evaluation
    Average: 9.1
    9.6
    Calibration
    Average: 8.8
    9.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Playvox
    Year Founded
    2012
    HQ Location
    Sunnyvale, CA
    Twitter
    @PlayVoxCX
    1,713 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    83 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 identif

Users
  • Customer Service Representative
  • Customer Experience
Industries
  • Consumer Services
  • Banking
Market Segment
  • 57% Mid-Market
  • 34% Enterprise
Playvox Quality Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
121
Helpful
57
Scoring System
42
Coaching
35
Evaluation Process
31
Cons
Missing Features
15
Limited Customization
10
Slow Loading
10
Update Issues
8
Layout Issues
6
Playvox Quality Management features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.3
9.7
Evaluation
Average: 9.1
9.6
Calibration
Average: 8.8
9.6
Integrations
Average: 8.9
Seller Details
Seller
Playvox
Year Founded
2012
HQ Location
Sunnyvale, CA
Twitter
@PlayVoxCX
1,713 Twitter followers
LinkedIn® Page
www.linkedin.com
83 employees on LinkedIn®
Read Playvox Quality Management Reviews

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Convin.ai
(543)4.7 out of 5
4th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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

    Users
    • Quality Analyst
    • Policy Advisor
    Industries
    • Education Management
    • Health, Wellness and Fitness
    Market Segment
    • 63% Enterprise
    • 30% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Convin.ai Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    263
    Helpful
    152
    Auditing
    116
    Customer Support
    97
    Call Recording
    88
    Cons
    Slow Loading
    57
    Accuracy Issues
    51
    Call Issues
    51
    Auditing Issues
    32
    Inaccuracy
    30
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Convin.ai features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.3
    9.3
    Evaluation
    Average: 9.1
    9.2
    Calibration
    Average: 8.8
    9.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Convin
    Year Founded
    2020
    HQ Location
    Bengaluru, IN
    Twitter
    @convin
    12 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    161 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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

Users
  • Quality Analyst
  • Policy Advisor
Industries
  • Education Management
  • Health, Wellness and Fitness
Market Segment
  • 63% Enterprise
  • 30% Mid-Market
Convin.ai Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
263
Helpful
152
Auditing
116
Customer Support
97
Call Recording
88
Cons
Slow Loading
57
Accuracy Issues
51
Call Issues
51
Auditing Issues
32
Inaccuracy
30
Convin.ai features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.3
9.3
Evaluation
Average: 9.1
9.2
Calibration
Average: 8.8
9.4
Integrations
Average: 8.9
Seller Details
Seller
Convin
Year Founded
2020
HQ Location
Bengaluru, IN
Twitter
@convin
12 Twitter followers
LinkedIn® Page
www.linkedin.com
161 employees on LinkedIn®
Read Convin.ai Reviews
Scorebuddy
(688)4.5 out of 5
Optimized for quick response
8th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, d

    Users
    • Quality Assurance Analyst
    • Team Leader
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 58% Mid-Market
    • 23% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Scorebuddy Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    148
    Scoring System
    78
    Helpful
    40
    Navigation Ease
    35
    Efficiency
    28
    Cons
    Missing Features
    28
    Poor Reporting
    20
    Slow Loading
    17
    Scoring Issues
    15
    Access Issues
    10
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Scorebuddy features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.3
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.4
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Scorebuddy
    Company Website
    Year Founded
    2001
    HQ Location
    Dublin
    Twitter
    @score_buddy
    1,906 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    48 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, d

Users
  • Quality Assurance Analyst
  • Team Leader
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 58% Mid-Market
  • 23% Small-Business
Scorebuddy Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
148
Scoring System
78
Helpful
40
Navigation Ease
35
Efficiency
28
Cons
Missing Features
28
Poor Reporting
20
Slow Loading
17
Scoring Issues
15
Access Issues
10
Scorebuddy features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.3
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.4
Integrations
Average: 8.9
Seller Details
Seller
Scorebuddy
Company Website
Year Founded
2001
HQ Location
Dublin
Twitter
@score_buddy
1,906 Twitter followers
LinkedIn® Page
www.linkedin.com
48 employees on LinkedIn®
Talkdesk
(2,413)4.4 out of 5
Optimized for quick response
5th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Talkdesk
Save to My Lists
Entry Level Price:$85.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

    Users
    • Quality Analyst
    • Customer Service Representative
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 21% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Talkdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    249
    Call Management
    144
    Helpful
    132
    Efficiency
    129
    Features
    116
    Cons
    Call Issues
    105
    Technical Issues
    68
    Missing Features
    59
    Notification Issues
    59
    Connection Issues
    52
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Talkdesk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.3
    9.2
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.8
    9.0
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Talkdesk
    Company Website
    Year Founded
    2011
    HQ Location
    Palo Alto, CA
    Twitter
    @talkdesk
    7,087 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,271 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimiz

Users
  • Quality Analyst
  • Customer Service Representative
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 21% Enterprise
Talkdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
249
Call Management
144
Helpful
132
Efficiency
129
Features
116
Cons
Call Issues
105
Technical Issues
68
Missing Features
59
Notification Issues
59
Connection Issues
52
Talkdesk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.3
9.2
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.8
9.0
Integrations
Average: 8.9
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
Palo Alto, CA
Twitter
@talkdesk
7,087 Twitter followers
LinkedIn® Page
www.linkedin.com
1,271 employees on LinkedIn®
Get a quote
Balto
(556)4.8 out of 5
Optimized for quick response
1st Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Balto isn’t just assisting agents—it is your AI workforce for the contact center. The world’s top-performing contact centers trust Balto to automate call summarization, coaching, QA, compliance, and m

    Users
    • Medicare Sales Representative
    • MSR
    Industries
    • Insurance
    • Consumer Services
    Market Segment
    • 49% Mid-Market
    • 26% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Balto Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    97
    Ease of Use
    79
    AI Summary
    29
    Call Recording
    29
    Accuracy
    27
    Cons
    Call Issues
    43
    Accuracy Issues
    35
    Voice Recognition Issues
    23
    AI Inaccuracy
    20
    Missing Features
    18
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Balto features and usability ratings that predict user satisfaction
    9.8
    Has the product been a good partner in doing business?
    Average: 9.3
    9.6
    Evaluation
    Average: 9.1
    9.5
    Calibration
    Average: 8.8
    9.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Balto
    Company Website
    Year Founded
    2017
    HQ Location
    St Louis, US
    Twitter
    @balto_ai
    239 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    121 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Balto isn’t just assisting agents—it is your AI workforce for the contact center. The world’s top-performing contact centers trust Balto to automate call summarization, coaching, QA, compliance, and m

Users
  • Medicare Sales Representative
  • MSR
Industries
  • Insurance
  • Consumer Services
Market Segment
  • 49% Mid-Market
  • 26% Enterprise
Balto Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
97
Ease of Use
79
AI Summary
29
Call Recording
29
Accuracy
27
Cons
Call Issues
43
Accuracy Issues
35
Voice Recognition Issues
23
AI Inaccuracy
20
Missing Features
18
Balto features and usability ratings that predict user satisfaction
9.8
Has the product been a good partner in doing business?
Average: 9.3
9.6
Evaluation
Average: 9.1
9.5
Calibration
Average: 8.8
9.5
Integrations
Average: 8.9
Seller Details
Seller
Balto
Company Website
Year Founded
2017
HQ Location
St Louis, US
Twitter
@balto_ai
239 Twitter followers
LinkedIn® Page
www.linkedin.com
121 employees on LinkedIn®
Get a quote
evaluagent
(329)4.6 out of 5
Optimized for quick response
7th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    evaluagentCX redefines quality assurance with AI-powered conversation intelligence and automated QA. The platform delivers precise, unbiased insights from every customer interaction, helping you cut t

    Users
    • Quality Assurance Manager
    • Ambassador
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 64% Mid-Market
    • 20% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • evaluagent Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    66
    Improvement
    47
    Helpful
    43
    User Interface
    29
    Evaluation Process
    25
    Cons
    Not Intuitive
    13
    Missing Features
    11
    Layout Issues
    10
    Learning Curve
    10
    Call Issues
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • evaluagent features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.3
    9.3
    Evaluation
    Average: 9.1
    9.0
    Calibration
    Average: 8.8
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    EvaluAgent
    Company Website
    Year Founded
    2012
    HQ Location
    Middlesbrough, GB
    Twitter
    @evaluagent
    1,138 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    79 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

evaluagentCX redefines quality assurance with AI-powered conversation intelligence and automated QA. The platform delivers precise, unbiased insights from every customer interaction, helping you cut t

Users
  • Quality Assurance Manager
  • Ambassador
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 64% Mid-Market
  • 20% Small-Business
evaluagent Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
66
Improvement
47
Helpful
43
User Interface
29
Evaluation Process
25
Cons
Not Intuitive
13
Missing Features
11
Layout Issues
10
Learning Curve
10
Call Issues
9
evaluagent features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.3
9.3
Evaluation
Average: 9.1
9.0
Calibration
Average: 8.8
8.5
Integrations
Average: 8.9
Seller Details
Seller
EvaluAgent
Company Website
Year Founded
2012
HQ Location
Middlesbrough, GB
Twitter
@evaluagent
1,138 Twitter followers
LinkedIn® Page
www.linkedin.com
79 employees on LinkedIn®
Genesys Cloud CX
(1,396)4.3 out of 5
Optimized for quick response
View top Consulting Services for Genesys Cloud CX
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

    Users
    • Case Advocate
    • Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 46% Mid-Market
    • 40% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Genesys Cloud is a platform designed to deliver basic call center functionality, including features for inbound and outbound calls, dialer, SMS, and integration with Salesforce CRM.
    • Reviewers like the platform's versatility, ease of use, seamless integration with multiple channels of communication, and the continual improvements from its developers, including AI-driven capabilities and omnichannel support.
    • Reviewers experienced challenges with the complexity of configuration and setup, particularly for advanced flows or new services, and found the rollout of new features sometimes rushed and lacking thorough documentation.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Genesys Cloud CX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    117
    Features
    74
    Reliability
    51
    Helpful
    50
    Efficiency
    47
    Cons
    Limited Features
    55
    Missing Features
    50
    Missing Functionality
    36
    Inadequate Reporting
    30
    Limited Functionality
    25
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Genesys Cloud CX features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.3
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Genesys
    Company Website
    Year Founded
    1990
    HQ Location
    Menlo Park, CA
    Twitter
    @Genesys
    32,704 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,113 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

Users
  • Case Advocate
  • Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 46% Mid-Market
  • 40% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Genesys Cloud is a platform designed to deliver basic call center functionality, including features for inbound and outbound calls, dialer, SMS, and integration with Salesforce CRM.
  • Reviewers like the platform's versatility, ease of use, seamless integration with multiple channels of communication, and the continual improvements from its developers, including AI-driven capabilities and omnichannel support.
  • Reviewers experienced challenges with the complexity of configuration and setup, particularly for advanced flows or new services, and found the rollout of new features sometimes rushed and lacking thorough documentation.
Genesys Cloud CX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
117
Features
74
Reliability
51
Helpful
50
Efficiency
47
Cons
Limited Features
55
Missing Features
50
Missing Functionality
36
Inadequate Reporting
30
Limited Functionality
25
Genesys Cloud CX features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.3
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.5
Integrations
Average: 8.9
Seller Details
Seller
Genesys
Company Website
Year Founded
1990
HQ Location
Menlo Park, CA
Twitter
@Genesys
32,704 Twitter followers
LinkedIn® Page
www.linkedin.com
8,113 employees on LinkedIn®
Get a quote
mySQM Auto QA
(212)4.5 out of 5
12th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    my.SQM™ Auto QA/CX tool is an AI-powered call center automated quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver gre

    Users
    No information available
    Industries
    • Insurance
    • Hospital & Health Care
    Market Segment
    • 54% Mid-Market
    • 36% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • mySQM Auto QA Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    83
    Helpful
    44
    Navigation Ease
    19
    Scoring System
    12
    Easy Access
    11
    Cons
    Call Issues
    17
    Poor Reporting
    8
    App Functionality
    7
    Missing Features
    5
    Poor User Experience
    5
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • mySQM Auto QA features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.3
    9.0
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.5
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SQM Group
    Company Website
    Year Founded
    1996
    HQ Location
    Coeur d'Alene, US
    Twitter
    @SQMGroup_
    1,892 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

my.SQM™ Auto QA/CX tool is an AI-powered call center automated quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver gre

Users
No information available
Industries
  • Insurance
  • Hospital & Health Care
Market Segment
  • 54% Mid-Market
  • 36% Enterprise
mySQM Auto QA Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
83
Helpful
44
Navigation Ease
19
Scoring System
12
Easy Access
11
Cons
Call Issues
17
Poor Reporting
8
App Functionality
7
Missing Features
5
Poor User Experience
5
mySQM Auto QA features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.3
9.0
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.5
Integrations
Average: 8.9
Seller Details
Seller
SQM Group
Company Website
Year Founded
1996
HQ Location
Coeur d'Alene, US
Twitter
@SQMGroup_
1,892 Twitter followers
LinkedIn® Page
www.linkedin.com
78 employees on LinkedIn®
Five9 Intelligent Cloud Contact Center Platform
(518)4.1 out of 5
Optimized for quick response
View top Consulting Services for Five9 Intelligent Cloud Contact Center Platform
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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

    Users
    • Customer Service Representative
    Industries
    • Consumer Services
    • Financial Services
    Market Segment
    • 58% Mid-Market
    • 24% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Five9 Intelligent Cloud Contact Center Platform Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    64
    Customer Support
    57
    Helpful
    50
    Features
    45
    Easy Integrations
    35
    Cons
    Call Issues
    28
    Missing Features
    23
    Poor Customer Support
    22
    Difficult Setup
    17
    Complexity
    16
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.3
    8.7
    Evaluation
    Average: 9.1
    8.6
    Calibration
    Average: 8.8
    8.8
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Five9
    Company Website
    Year Founded
    2001
    HQ Location
    San Ramon, CA
    Twitter
    @Five9
    14,789 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,995 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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

Users
  • Customer Service Representative
Industries
  • Consumer Services
  • Financial Services
Market Segment
  • 58% Mid-Market
  • 24% Small-Business
Five9 Intelligent Cloud Contact Center Platform Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
64
Customer Support
57
Helpful
50
Features
45
Easy Integrations
35
Cons
Call Issues
28
Missing Features
23
Poor Customer Support
22
Difficult Setup
17
Complexity
16
Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.3
8.7
Evaluation
Average: 9.1
8.6
Calibration
Average: 8.8
8.8
Integrations
Average: 8.9
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,789 Twitter followers
LinkedIn® Page
www.linkedin.com
2,995 employees on LinkedIn®
Get a quote
Calabrio ONE
(322)4.5 out of 5
Optimized for quick response
14th Easiest To Use in Contact Center Quality Assurance software
View top Consulting Services for Calabrio ONE
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

    Users
    • Workforce Analyst
    • Risk Investigator
    Industries
    • Consumer Services
    • Hospital & Health Care
    Market Segment
    • 53% Mid-Market
    • 41% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Calabrio ONE Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    87
    Scheduling
    54
    Helpful
    42
    Easy Access
    29
    Efficiency
    28
    Cons
    Missing Features
    28
    Scheduling Issues
    18
    Inaccurate Data Analysis
    12
    Slow Loading
    11
    Limitations
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Calabrio ONE features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.3
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Calabrio
    Company Website
    Year Founded
    2007
    HQ Location
    Minneapolis, MN
    Twitter
    @Calabrio
    2,276 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    550 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

As contact centers face evolving challenges and increasing demands, rapid innovation in workforce optimization (WFO) technology promises to rise to the occasion and help achieve an elevated approach.

Users
  • Workforce Analyst
  • Risk Investigator
Industries
  • Consumer Services
  • Hospital & Health Care
Market Segment
  • 53% Mid-Market
  • 41% Enterprise
Calabrio ONE Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
87
Scheduling
54
Helpful
42
Easy Access
29
Efficiency
28
Cons
Missing Features
28
Scheduling Issues
18
Inaccurate Data Analysis
12
Slow Loading
11
Limitations
9
Calabrio ONE features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.3
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.6
Integrations
Average: 8.9
Seller Details
Seller
Calabrio
Company Website
Year Founded
2007
HQ Location
Minneapolis, MN
Twitter
@Calabrio
2,276 Twitter followers
LinkedIn® Page
www.linkedin.com
550 employees on LinkedIn®
Get a quote
MaestroQA
(319)4.8 out of 5
Optimized for quick response
3rd Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    MaestroQA makes omnichannel quality assurance software for modern support teams. Etsy, Mailchimp, Peloton, Credit Karma, and more use MaestroQA to improve agent performance, optimize CX processes, u

    Users
    • Quality Analyst
    • Teammate
    Industries
    • Consumer Services
    • Computer Software
    Market Segment
    • 54% Mid-Market
    • 29% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • MaestroQA Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    24
    Scoring System
    11
    User Interface
    10
    Coaching
    9
    Navigation Ease
    9
    Cons
    Usability Issues
    20
    Missing Features
    10
    Inadequate Reporting
    4
    Poor Reporting
    4
    Call Issues
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • MaestroQA features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.3
    9.5
    Evaluation
    Average: 9.1
    9.5
    Calibration
    Average: 8.8
    9.3
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    MaestroQA
    Company Website
    Year Founded
    2013
    HQ Location
    New York
    Twitter
    @MaestroQA
    848 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    70 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

MaestroQA makes omnichannel quality assurance software for modern support teams. Etsy, Mailchimp, Peloton, Credit Karma, and more use MaestroQA to improve agent performance, optimize CX processes, u

Users
  • Quality Analyst
  • Teammate
Industries
  • Consumer Services
  • Computer Software
Market Segment
  • 54% Mid-Market
  • 29% Enterprise
MaestroQA Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
24
Scoring System
11
User Interface
10
Coaching
9
Navigation Ease
9
Cons
Usability Issues
20
Missing Features
10
Inadequate Reporting
4
Poor Reporting
4
Call Issues
3
MaestroQA features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.3
9.5
Evaluation
Average: 9.1
9.5
Calibration
Average: 8.8
9.3
Integrations
Average: 8.9
Seller Details
Seller
MaestroQA
Company Website
Year Founded
2013
HQ Location
New York
Twitter
@MaestroQA
848 Twitter followers
LinkedIn® Page
www.linkedin.com
70 employees on LinkedIn®
Get a quote
Qualtrics Customer Experience
(734)4.3 out of 5
Optimized for quick response
View top Consulting Services for Qualtrics Customer Experience
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Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 bette

    Users
    • Business Data Analyst
    • Community Manager
    Industries
    • Information Technology and Services
    • Higher Education
    Market Segment
    • 52% Enterprise
    • 36% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Qualtrics Customer Experience Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    18
    Helpful
    11
    Dashboard Usability
    9
    Analytics
    8
    Dashboard Features
    7
    Cons
    Improvement Needed
    5
    Limitations
    4
    Limited Customization
    4
    Inaccurate Data Analysis
    3
    Missing Features
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Qualtrics Customer Experience features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.3
    9.2
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.7
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Qualtrics
    Company Website
    Year Founded
    2002
    HQ Location
    Provo, UT
    Twitter
    @Qualtrics
    42,648 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    5,499 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 bette

Users
  • Business Data Analyst
  • Community Manager
Industries
  • Information Technology and Services
  • Higher Education
Market Segment
  • 52% Enterprise
  • 36% Mid-Market
Qualtrics Customer Experience Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
18
Helpful
11
Dashboard Usability
9
Analytics
8
Dashboard Features
7
Cons
Improvement Needed
5
Limitations
4
Limited Customization
4
Inaccurate Data Analysis
3
Missing Features
3
Qualtrics Customer Experience features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.3
9.2
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.7
Integrations
Average: 8.9
Seller Details
Seller
Qualtrics
Company Website
Year Founded
2002
HQ Location
Provo, UT
Twitter
@Qualtrics
42,648 Twitter followers
LinkedIn® Page
www.linkedin.com
5,499 employees on LinkedIn®
Get a quote
Hiya Connect Branded Caller ID
(70)4.7 out of 5
13th Easiest To Use in Contact Center Quality Assurance software
Save to My Lists
Entry Level Price:Starting at $29.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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

    Users
    No information available
    Industries
    • Financial Services
    • Insurance
    Market Segment
    • 51% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Hiya Connect Branded Caller ID Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    20
    Helpful
    20
    Reliability
    17
    Easy Setup
    14
    Customer Service
    13
    Cons
    Expensive
    5
    High Cost
    5
    Call Issues
    4
    Limited Features
    4
    Number Issues
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Hiya Connect Branded Caller ID features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.3
    8.8
    Evaluation
    Average: 9.1
    8.9
    Calibration
    Average: 8.8
    8.8
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Hiya
    Company Website
    Year Founded
    2016
    HQ Location
    Seattle, US
    Twitter
    @hiya
    6,392 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    199 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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

Users
No information available
Industries
  • Financial Services
  • Insurance
Market Segment
  • 51% Mid-Market
  • 27% Small-Business
Hiya Connect Branded Caller ID Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
20
Helpful
20
Reliability
17
Easy Setup
14
Customer Service
13
Cons
Expensive
5
High Cost
5
Call Issues
4
Limited Features
4
Number Issues
4
Hiya Connect Branded Caller ID features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.3
8.8
Evaluation
Average: 9.1
8.9
Calibration
Average: 8.8
8.8
Integrations
Average: 8.9
Seller Details
Seller
Hiya
Company Website
Year Founded
2016
HQ Location
Seattle, US
Twitter
@hiya
6,392 Twitter followers
LinkedIn® Page
www.linkedin.com
199 employees on LinkedIn®
Get a quote
Centrical
(127)4.6 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Centrical is a real-time performance management, microlearning, gamification, coaching and voice of the employee platform that inspires and personally guides frontline employee success and growth. Ce

    Users
    • Recruiter
    • Project Manager
    Industries
    • Consumer Services
    • Outsourcing/Offshoring
    Market Segment
    • 50% Enterprise
    • 46% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Centrical Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    18
    Gamification
    16
    Employee Engagement
    13
    Ease of Use
    12
    Fun
    12
    Cons
    Learning Curve
    4
    Missing Features
    3
    Slow Performance
    3
    User Interface
    3
    Complexity
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Centrical features and usability ratings that predict user satisfaction
    9.7
    Has the product been a good partner in doing business?
    Average: 9.3
    9.7
    Evaluation
    Average: 9.1
    9.6
    Calibration
    Average: 8.8
    9.6
    Integrations
    Average: 8.9
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Centrical
    Year Founded
    2013
    HQ Location
    New York
    Twitter
    @centrical
    547 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    123 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Centrical is a real-time performance management, microlearning, gamification, coaching and voice of the employee platform that inspires and personally guides frontline employee success and growth. Ce

Users
  • Recruiter
  • Project Manager
Industries
  • Consumer Services
  • Outsourcing/Offshoring
Market Segment
  • 50% Enterprise
  • 46% Mid-Market
Centrical Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
18
Gamification
16
Employee Engagement
13
Ease of Use
12
Fun
12
Cons
Learning Curve
4
Missing Features
3
Slow Performance
3
User Interface
3
Complexity
2
Centrical features and usability ratings that predict user satisfaction
9.7
Has the product been a good partner in doing business?
Average: 9.3
9.7
Evaluation
Average: 9.1
9.6
Calibration
Average: 8.8
9.6
Integrations
Average: 8.9
Seller Details
Seller
Centrical
Year Founded
2013
HQ Location
New York
Twitter
@centrical
547 Twitter followers
LinkedIn® Page
www.linkedin.com
123 employees on LinkedIn®
Read Centrical Reviews
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