Best Contact Center Quality Assurance Software in 2024

8.4

★★★★★

Calabrio ONE

Calabrio ONE is an integrated solution to help optimize the workforce in call centers by giving you accurate information in a multi-channel environment, under one system.

Great Experience! - Cameron M.

Ease of use

8.7

Support

8.1

Ease of Setup

0.0

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9.0

★★★★★

CallMiner Eureka is a solution that helps call centers through text and speech analytics and insights from automated analysis of communications between you and your customers across multiple channels.

Game Changer for Mining Consumer Insights - Stacy D.

Ease of use

8.3

Support

9.3

Ease of Setup

0.0

Languages supported: Arabic, German, English, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Chinese (Simplified)

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.2

★★★★★

Observe.AI

Observe.AI uses a unique SpeechNLP approach to perform a deep analysis of the combined audio and text stream to detect patterns in tone of the speaker to derive rich call signals. Observe.AI models uncover new insights with no supervision. You can discover what your customers are talking about and how key drivers are trending in a matter of weeks. Observe.AI is an agent-first solution. Real-time call analysis is pushed to a live feed and ...

Why I like Observe Ai - Gwendolyn H.

Ease of use

9.2

Support

9.1

Ease of Setup

0.0

Languages supported: English

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.2

★★★★★

Calabrio Quality Management & Analytics

Calabrio Quality Management makes it easy to capture the full agent and customer experience in your contact center—so you can monitor, evaluate, and improve quality.

Quality Management Made Easy - Josie T.

Ease of use

9.7

Support

8.7

Ease of Setup

0.0

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9.2

★★★★★

VCC Live

VCC Live provides innovative cloud-based contact center solutions that empower our clients to provide the best customer experience.

User friendly tool, all channels in one place, very responsive support (Account Manager) - Administrator in Financial Services

Ease of use

8.9

Support

9.4

Ease of Setup

9.0

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.6

★★★★★

Miuros

Miuros is a cloud-based platform, transparently integrated into your everyday tools. Powered by Artificial Intelligence, it understands the past actions of your agents in order to automate tasks, make recommendations, and help managers take faster, data-driven decisions.

Every customer service team needs Miuros - G2 User in Printing

Ease of use

Support

Ease of Setup

Languages supported: German, English, French, Dutch, Spanish

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8.6

★★★★★

Scorebuddy

Scorebuddy is a cloud-based quality assurance software that evaluates customer interactions across multiple channels, calls, emails, live chat, and social media.

Scorebuddy Review - DeWaun C.

Ease of use

9.7

Support

10.0

Ease of Setup

0.0

Languages supported: English

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.4

★★★★★

Infinity Call Tracking

Infinity Call Tracking is a Cloud based call tracking service with integrated visitor tracking capabilities. With Infinity you can track calls from your website and know exactly which marketing activity brought those visitors to your site.

Infinity: Providing the insight we could only dream of - Raul P.

Ease of use

9.0

Support

9.8

Ease of Setup

10.0

Languages supported: English

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.8

★★★★★

Contact Center by Evolve IP

Imagine a call center solution that provides your contact center managers with more control and deeper insight into your operations. Evolve IP's cloud based Call Center provides incredible control and benefits to your business that can't be achieved with cumbersome on-site equipment and systems.

Great Cloud Company with fast response time - Carey H.

Ease of use

Support

Ease of Setup

Languages supported: English

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9.6

★★★★★

Leaptree Optimize

Designed for Sales and Support teams, Leaptree Optimize provides insights into performance across all communications channels, offering details on where individuals can improve. With an intuitive and user-friendly interface, automate the creation of scorecards for your teams, and measure interactions across voice, email, webchat, and social media.

QA Agent Tested, Government Approved - Administrator in Government Administration

Ease of use

Support

Ease of Setup

Languages supported: Bulgarian, Czech, Danish, German, English, Finnish, French, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional)

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8.6

★★★★★

Genesys Cloud

Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact center into an experience center.

User Friendly and Easy to Train - Jodie E.

Ease of use

8.7

Support

8.6

Ease of Setup

8.6

Languages supported: Danish, German, English, Finnish, French, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Spanish, Swedish, Thai, Turkish, Chinese (Simplified), Chinese (Traditional)

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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8.6

★★★★★

Genesys Engage

Genesys Engage combines world-class intelligent routing, real-time contextual journeys, and tools for digital transformation. These capabilities make customer experience your competitive differentiator — setting you up to deliver competitively superior experiences and digital transformation at any scale.

Genesys Engage is amazing! - Vanessa R.

Ease of use

8.0

Support

8.7

Ease of Setup

8.3

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6.4

★★★★★

Aspect Quality Management

As part of Aspect's Workforce Optimization suite, Aspect Quality Monitoring offers call recording, playback and quality evaluation capabilities using a modern graphical UI. Monitor agent audio and screen interactions in real time, calibrate evaluator quality scores to ensure consistency and fairness, integrate with Aspect Performance Management for automated and manual coaching. Automate the quality process with advanced analytics to sample 100% ...

AQM User - Administrator in Telecommunications

Ease of use

Support

Ease of Setup

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9.6

★★★★★

EvaluAgent

The multi-channel Quality Monitoring Platform that puts an end to spreadsheets, engages agents and helps deliver a compliant customer experience.

EvaluAgent is a game changer! - Scott K.

Ease of use

9.8

Support

9.6

Ease of Setup

0.0

Languages supported: German, English, French, Spanish, Chinese (Simplified)

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8.8

★★★★★

CallSource

CallSource offers advanced call-tracking technologies to collect business intelligence about your customers and the effectiveness of your marketing programs.

Call Source is a great tool for call Analytics - Shradha S.

Ease of use

8.5

Support

8.6

Ease of Setup

0.0

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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5.4

★★★★★

Nexidia Analytics

Nexidia Analytics organizes, analyzes, and operationalizes multichannel contact center interactions - providing crucial insight into the business in order to solve the business challenges and improve customer engagement.

Nexidia - User in Aviation & Aerospace

Ease of use

Support

Ease of Setup

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9.6

★★★★★

Playvox

Playvox is a modern Quality Assurance software. Improve customer experience and satisfaction by evaluating, coaching, training and motivating your agents to increase their performance. All in one centralized place.

User friendly! - Erasto S.

Ease of use

9.4

Support

9.6

Ease of Setup

9.8

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 0

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8.6

★★★★★

CloudTalk

CloudTalk is a remote-ready cloud call center software for sales and customer support teams. Aside from providing top of the range call quality and a modern solution, our unique selling point is the ability to easily integrate with leading CRMs and helpdesks, giving customer service agents and sales people better visibility of their customer or prospect base. On top of this, we have a feature stack consisting of drag & drop workflow automations, ...

Good, but no MMS support - Rick P.

Ease of use

9.0

Support

8.3

Ease of Setup

0.0

Languages supported: English

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.4

★★★★★

Klaus

Klaus improves customer service quality by making internal feedback easy and systematic

Klaus is an easy to use conversation review tool that has caught on with our team quickly! - Mark S.

Ease of use

9.3

Support

9.4

Ease of Setup

8.8

Languages supported: English

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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7.8

★★★★★

Five9

Five9 is the leading global provider of on-demand call center software for telesales, telemarketing, customer service, help desks and order processing.

Great tool for call center! - User in Automotive

Ease of use

8.1

Support

7.7

Ease of Setup

8.1

Languages supported: German, English, French, Polish, Portuguese, Spanish

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.2

★★★★★

Stella Connect

Stella Connect motivates and supercharges the performance of front-line teams through customer-driven ratings and rewards.

Great way to track performance! - Meg A.

Ease of use

9.3

Support

9.2

Ease of Setup

8.8

Languages supported: German, English, French, Italian, Spanish

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8.8

★★★★★

Talkdesk

World's Leading Cloud Call Center Software

Talkdesk: An efficient Tool - Antora D.

Ease of use

9.2

Support

8.7

Ease of Setup

10.0

Languages supported: English

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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8.6

★★★★★

NICE CXone

NICE CXone helps call centers around the globe create profitable customer experiences through its portfolio of cloud-based call center software solutions.

Ease of use

8.6

Support

8.4

Ease of Setup

9.1

Languages supported: English, French, Portuguese, Spanish

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8.0

★★★★★

CallFinder

CallFinder is the leading provider of cloud-based speech analytics technology that is powerful, affordable, and easy to use. It enables small and medium size businesses to improve agent performance, automate quality monitoring, and provide a superior customer experience. We deliver our highly scalable technology across a wide range of industries including retail & wholesale, healthcare, travel, finance and banking, insurance, manufacturing, ...

Good sound quality, Little difficult to navigate - Michael S.

Ease of use

7.0

Support

7.9

Ease of Setup

0.0

Languages supported: English, Spanish

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.6

★★★★★

MaestroQA

MaestroQA is software for customer service quality assurance that helps teams ensure great service experiences.

Communication With Ease. - Sandel G.

Ease of use

9.3

Support

9.7

Ease of Setup

9.3

Languages supported: English, Korean

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8.2

★★★★★

Freshcaller

Freshcaller is a cloud-based modern phone system created for teams of all sizes. Built by Freshworks, Freshcaller can help you run a state-of-the-art contact center for customer support, sales, IT, and HR operations.

Freshcaller is a great product - User in Information Technology and Services

Ease of use

8.6

Support

8.1

Ease of Setup

9.0

Languages supported: Catalan, Czech, Danish, German, English, Estonian, Finnish, French, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Platforms: Mac, Win, Linux

Price: $$$$$

Business Size: 1

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9.0

★★★★★

Boostopia

Boostopia is a B2C customer success platform that specializes in helping companies improve the customer experience and turn support into a revenue-generating channel.

incredibly knowledgeable team and a unique product - Kristin D.

Ease of use

Support

Ease of Setup

Languages supported: English

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10.0

★★★★★

Call Center Human Quality Assurance

Call Criteria is committed to providing call centers of all shapes and sizes with the essential tools they need to thrive and survive in a world riddled with compliance violations and stagnant agent performance.

Goals - Tierra O.

Ease of use

Support

Ease of Setup

Languages supported: English, French, Spanish

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0.0

★★★★★

Kaizo

Powered by gamifcation & AI, Kaizo transforms performance management forcustomer support teams. We empower teams to boost productivity and improveservice quality.

A great piece of motivational software for any sized team - Mike M.

Ease of use

Support

Ease of Setup

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