SQM CX Quality™ Reviews & Product Details

SQM CX Quality™ — Predict CX. Benchmark CX. Improve CX. SQM CX Quality™ is an AI-powered AutoCX platform that helps contact centers predict customer satisfaction, benchmark performance, identify what drives results, and turn insights into targeted improvements. Evaluate up to 100% of customer interactions or set evaluation quotas by agent, team, or line of business. SQM’s predictive models measure outcomes such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and Call Resolution, with predicted CSAT achieving up to 95% alignment with post-call survey results. Understand how you perform—and how you compare. Benchmarking is a core SQM differentiator. Compare CX performance against more than 500 leading contact centers, industry peers, and internal business units using standardized, benchmarkable metrics. SQM’s AutoCX scoring includes 8 CX outcome metrics and 22 Moments of Truth metrics, connecting customer results to the behaviors and processes that shape their experience. Turn CX insights into better agent performance. Identify the causes of dissatisfaction and repeat calls, prioritize coaching, and equip agents and supervisors with actionable, GenAI-powered recommendations. Customize CX, quality, and compliance metrics to meet your organization’s operational and business requirements. Works alongside your existing technology. SQM CX Quality™ complements your existing CCaaS, QA, or WEM environment. AutoCX Agent Measurement™ and SQM’s CX Benchmark solutions add predictive CX measurement, benchmarking, and customer-focused automated QA without replacing your current systems. As your needs expand, SQM CX Quality™ can also serve as your primary QA and CX performance management platform. Recognize excellence and motivate improvement. Contact centers, teams, and agents that achieve qualifying customer satisfaction results can earn SQM CX awards and badges—recognizing outstanding performance and motivating continued improvement. By combining predictive CX measurement, benchmarking, diagnosis, coaching, and recognition, SQM helps contact centers answer four essential questions: How are we performing? How do we compare? What drives our results? What should we improve next?

Seller

SQM Group

Discussions

SQM CX Quality™ Community

Languages Supported

English

Solution Type

Best-of-Breed

Overview by

Amber Seale

Pricing

Pricing provided by SQM CX Quality™.

Basic

$30.00

Per User Per Month

View More Pricing Information

SQM CX Quality™ Integrations

(5)

Verified by SQM CX Quality™

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Verified User in Health, Wellness and Fitness

Claims Service Advocate 2

Enterprise (> 1000 emp.)

Updated 10/6/2026

Originally submitted 9/14/2026

"Improve my performance"

5/5

What do you like best about SQM CX Quality™?

To have a "Very Satisfied" experience, not just a satisfactory one. SQM CX scores are tied directly to post-call survey results. Verify understanding before ending the call by asking if all questions have been answered and summarizing the resolution. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

An advocate can provide accurate information and follow procedures correctly but still receive a lower survey score because of factors outside their control, such as benefit limitations or claim outcomes. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-appAI Translated

Verified User in Insurance

Supervisr

Enterprise (> 1000 emp.)

Updated 9/9/2026

Originally submitted 8/19/2026

"Outdated and Inconsistent measurements"

0/5

Describe the project or task SQM CX Quality™ helped with:

None Review collected by and hosted on G2.com.

What do you like best about SQM CX Quality™?

I am a huge fan of NPS and have been involved with these metrics for 25 years. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

Based on the survey demographics it is misleading in how satisfaction is measured across an organization. It is also an inaccurate view of how employees are doing since it is also based on whether or not the person being surveyed likes the answer they get, believes that a perfect score is unreasonable and states no call is perfect and even understands the question as it applies. There is no way to change the results when they are unfairly applied and when an employee's job depends on a caller's misunderstanding of something the employee can't control, frustration with the caller's own lack of responsibility in the situations they call about or if they are just having a bad day. The employee is unfairly judged and sometimes reprimanded or fired. It creates a culture of telling them what they want to hear instead of helping them understand and move forward accurately. Review collected by and hosted on G2.com.

Recommendations to others considering SQM CX Quality™:

None Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

None Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Thank you for review of our mySQM™ - Customer Service QA Software.

We appreciate your feedback.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-appAI Translated

Rodney F.

Customer Experience Supervisor

Enterprise (> 1000 emp.)

Updated 9/15/2026

Originally submitted 10/25/2023

"SQM"

4/5

What do you like best about SQM CX Quality™?

Reports and dashboards make it very easy to have the information you need at your fingertips. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I don't know if this is a VSP rule or SQM, but only contacting landline customer has severely limited the number and type of responses we get. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Dear Rodney,

Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for giving us suggestions to improve the KPIs. We will bring your suggestions to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Insurance

Enterprise (> 1000 emp.)

9/29/2026

"My experience with SQM has been great and very informative."

4/5

What do you like best about SQM CX Quality™?

I like how you are rewarded for doing a great or for getting good reviews. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

There wasn't anything that I can really say I didn't like about SQM. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-app

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

9/22/2026

"It has been good"

4/5

What do you like best about SQM CX Quality™?

It helps monitor our service to our members by focusing on key phrases Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

There is no room for adjustments and it is all the members perception and some things are company policy and out of my control Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-app

Marcel M.

Sales Group Supervisor

Mid-Market (51-1000 emp.)

3/5/2026

"Exceptional Real-Time Guidance with an Easy, Customizable Experience"

5/5

What do you like best about SQM CX Quality™?

This software aims to deliver a high-quality experience, and I really appreciate the real-time feedback. It provides useful, meaningful input during calls, and the screen is customizable to fit my preferences. The performance has been exceptional, especially when it comes to offering real-time guidance. Overall, I love how easy it is to use and the range of options it includes. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

The platform strives to provide a high-quality experience, I can't think of anything I don't about this tool. I haven't experienced anything I haven't liked, it's a great device that helps with your calls. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Dear Marcel,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Ferdinand I.

Enterprise (> 1000 emp.)

9/24/2026

"Very user friendly"

5/5

What do you like best about SQM CX Quality™?

Great tool to show responses of callers for agents in a call center to be able to see and reference for performance reviews. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I would like to see a direct link available on our AmeriHealth Insight Page if one does not already exist Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-app

Verified User in Insurance

Mid-Market (51-1000 emp.)

11/5/2026

"IT's really easy to see what members feel about their convo"

5/5

What do you like best about SQM CX Quality™?

That it's easy to understand the reports Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

logging out fast when idle on it. But other than that it's good Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-app

Mayhew T.

Sales Manager

Mid-Market (51-1000 emp.)

2/27/2026

"Intuitive, Seamless Integration, and Feature-Rich Quality Control"

5/5

What do you like best about SQM CX Quality™?

The platform is very intuitive, so it’s easy to navigate for both analysts and quality assurance agents without needing extensive training. It emphasizes accuracy and clarity in customer service quality control, which I really value. I also appreciate how seamlessly it integrates with existing tools, making onboarding and setup much simpler. Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

I honestly have nothing bad to say. Their customer service makes it incredibly easy to clear up any doubts or questions. On top of that, I really appreciate the wide range of features—everything from customizable dashboards and detailed reports to compliance tracking and performance analysis. Review collected by and hosted on G2.com.

What problems is SQM CX Quality™ solving and how is that benefiting you?

It has become one of the most valuable tools in my workflow. We use it frequently as part of our daily quality control process, and it always helps us with our monitoring and tracking tasks. It allows me to focus on training, process improvement, and enhancing the customer experience across the entire team. Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

Dear Mayhew,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

9/28/2026

"customer service Rep T2"

5/5

What do you like best about SQM CX Quality™?

Gives me the status and updates and how my performance is. I love reading what our members are saying about me Review collected by and hosted on G2.com.

What do you dislike about SQM CX Quality™?

It was hard to understand how to read it Review collected by and hosted on G2.com.

Response from SQM Group of SQM CX Quality™

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Current UserValidated ReviewerIncentivizedSource: In-app