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Contact Center Quality Assurance Software

Contact Center Quality Assurance (QA) software helps businesses evaluate agent performance, monitor team productivity, provide individual feedback or coaching sessions, and measure customer satisfaction.

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CloudTalk is a cloud-based phone system for support and sales teams. We make calling easy and fun! Get your FREE trial today! Learn more about CloudTalk
Maximize your agent's potential with CloudTalk's powerful Contact Center Quality Assurance solution! Embrace the future of calling with Next Generation Business Calling Software designed for data-driven teams. Benefit from AI-Powered conversational intelligence, Contact Center Quality Assurance features, the market's largest number coverage (160+ countries), exceptional call-quality and save up to 3 minutes per each call. Trusted by 2,500+ companies like Revolut. Start your FREE 14-day trial Learn more about CloudTalk

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
Liveagent’s Contact Center Software allows businesses to easily communicate with their users via a variety of methods including online chats, phone calls, and email. In addition to these communication options, Liveagent also offers applications that allow businesses to build custom workflows and automate processes to improve overall customer satisfaction and reduce costs. Start with a 1 month free trial, no credit card required, no contracts. Learn more about LiveAgent

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Zoho Desk is a cloud-based omnichannel customer service software equipped with advanced contact center quality assurance capabilities. Learn more about Zoho Desk
Zoho Desk is a cloud-based omnichannel customer service software equipped with advanced contact center quality assurance capabilities. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Set up IVR, automatically route and escalate calls, integrate with CRM to maintain contacts and track detailed records of interactions, configure customer surveys, and create reports to assess the quality of calls and performance of agents. Learn more about Zoho Desk

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Create more powerful customer experiences while reducing cost and complexity so you can grow your customer relationships.
Nextiva is a platform that brings communications together with business applications, intelligence, and automation. This helps businesses communicate and build deeper connections with their customers. The platform brings all communication channels: voice, video, collaboration, SMS, chat, and surveys together in one place. This helps businesses access the information they need to drive business results. Intelligence and automation are built in, so you can focus on helping customers. Simplify operations and cut costs with a cloud-based, all-in-one technology stack. Solve problems quickly with Nextiva’s trademark Amazing Service®. Learn more about Nextiva

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Learn more about Talkdesk

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX. Learn more about NICE CXone

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Five9 is a leading provider of cloud contact center software, empowering agents, enhancing CX, and exceeding expectations.
Five9 is an industry-leading provider of cloud contact center solutions for more than 2,500 customers worldwide, facilitating billions of customer engagements annually. The Five9 Intelligent CX Platform provides end-to-end solutions with digital engagement, analytics, WEM, and AI to enable businesses to deliver joyful CX, increase agent productivity and deliver tangible business results. Learn more about Five9

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Automate manual processes to boost productivity and reduce costs with the world's most advanced AI-driven platform for contact centers.
Move beyond manual, subjective quality management processes with the world's most advanced, AI-driven platform for contact centers. Customer Frontlines automatically scores every interaction in real-time and identifies the traits and behaviors behind your best agents, so you can raise everyone’s game. Use the power of AI to automate tedious, manual work to boost productivity and increase effectiveness – all while reducing operational costs. Learn more about Customer Frontlines

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
Convin is an AI-backed Full-Stack Conversations QA platform for contact centers. The conversation analysis offers 100% omnichannel conversation audit, winning behavior analysis, and last-mile agent coaching. Key products: 1. Quality Management System 2. Automated Quality Assurance 3. Learning Management System 4. Automated Agent Coaching 5. Call Behaviour Analysis and Customer Intelligence 6. Conversation Intelligence Analyzes calls in English, Hindi, Spanish & 70 other languages. Learn more about Convin

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Genesys Cloud CX transforms your customer experience by creating meaningful outcomes with minimal effort - on any channel, with an all-
Genesys Cloud is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures you'll exceed customer expectations today and tomorrow. Genesys Cloud is simply powerful and powerfully simple. Learn more about Genesys Cloud CX

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
JustCall: AI-powered customer comms platform - Voice, SMS, WhatsApp. Workflow, CRM integration, global reach. Elevate interactions.
JustCall is an AI-powered customer communication platform for instant Voice, SMS, and WhatsApp connections. It streamlines workflows, integrates with 100+ CRMs, and is trusted by 6,000+ global companies. Features include call management, messaging, sales tools, real-time AI insights, and CRM integrations, with global phone numbers available in 70+ countries. Enhance communication and productivity with JustCall Learn more about JustCall

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Calabrio ONE is an fully integrated workforce optimization solution for a comprehensive customer engagement strategy.
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business. Learn more about Calabrio ONE

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Playvox, an Agent Optimization Suite for customer service teams to evaluate, improve & inspire agent performance in an automated way.
Playvox equips modern businesses and BPOs with the most comprehensive, collaborative and insightful agent optimization suite of Quality Assurance, Performance Management, Coaching, Learning, VoC, WFM, and Agent Motivation software. Our automated and centralized solutions integrate with your existing platforms and empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hours. Learn more about Playvox

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Sprinklr is an enterprise-grade, software platform built to manage customer experiences at scale.
Sprinklr's mission is to help the world's most loved brands create happier customers. We do this with the world's first Customer Experience Management (CXM) platform, which enables one-to-one, human connections at scale across 25+ different communication channels such as Twitter, Facebook, and Instagram. Headquartered in New York City with 1,400 employees in 22 offices, Sprinklr works with more than 1,200 of the world's most valuable brands, including McDonald's, Nike, and Microsoft. Learn more about Sprinklr

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Squaretalk is a versatile cloud communications platform that empowers your sales and support teams to work effectively from anywhere.
Squaretalk is a versatile and secure call center software with automations and integrations made simple. So simple, you’ll have time for the other parts of your business. Affordable, scalable and easy-to-use communications platform provides your sales and support teams with powerful tools to work effectively, from anywhere, and via the channels your customers prefer. Gain a local presence worldwide with access to local, mobile and toll-free numbers in over 100 countries and 3,400 area codes. Learn more about Squaretalk

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
eDesk: the most scalable eCommerce customer support helpdesk for online retailers that want to grow faster.
eDesk helps eCommerce brands deliver seriously extraordinary customer service, everywhere they sell. Our AI-powered automation solutions streamline customer support processes for faster response time, to improve productivity and profitability. eDesk integrates with 250+ marketplace, webstore, social and logistics channels; more than any other customer support software. The suite covers all the help desk solutions, combined with an award-winning Smart Inbox, Live Chat, Feedback and Insights. Learn more about eDesk

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
FROGED's Platform will help you increase MRR & reduce churn through proactive onboarding, support & engagement tools.
FROGED is the evolution of Customer Success and Product-led Growth - it is a Product Success Platform built by a SaaS, for SaaS companies. Brands can optimize their entire Customer Lifecycle: Onboarding, Engagement, and Proactive Customer Support. Using one platform you can: - Automate support (live chat, help desk & integrations) - Increase product adoption (in-app messages and email campaigns & automations) Plus increase engagement, overall MRR, and retention. Try FROGED for FREE today! Learn more about Froged

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
A web-based pay-as-you-go CCaaS packed with everything your operations need to become a 360-degree customer experience base.
Call Center Studio is the world’s first and only Google-based contact center software that delivers effortless scalability and utmost efficiency. Call Center Studio’s budget-friendly pay-as-you-go model, serverless infrastructure that enables remote working, open API facilitated seamless integrations, UI-friendly interface, supreme reporting capabilities, and 24/7 dedicated project and support teams are what global businesses and BPOs rely on to elevate customer and agent experience. Learn more about Call Center Studio

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Contact center Quality Management platform to find, fix and measure performance demonstrated by agents handling customer interactions.
Scorebuddy is a Cloud based Quality Assessment platform used to measure and improve staff performance by evaluating multi-channel customer interactions in contact centers. Scorebuddy helps improve agent consistency and increase agent engagement, which in-turn improves the overall customer experience. Scorebuddy is designed to collect data quickly and accurately, store it centrally for collaboration with agents, and generate instant analysis and reporting. Learn more about Scorebuddy

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Communications and collaboration solution that helps businesses manage auto attendants, dialing, conferencing & more.
Avaya Cloud Office is a cloud-based communications and collaboration solution designed for small to midsize businesses that helps manage digital communication via auto attendants, auto dialing, conferencing, voicemail-to-email, call forwarding and more. Learn more about Avaya Cloud Office

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
United Kingdom Local product
Monitor and Improve Agent Performance with an AI-Powered Quality Assurance and Improvement platform.
At EvaluAgent, we help businesses elevate performance through our Quality Assurance & Improvement platform for Contact Centers. Save time and money with AI powered reporting on your frontline agents, informing actionable insight to drive improvements and efficiencies across all channels as standard. Build staff motivation, reduce attrition and ensure compliance with a QA solution that grows with you, from spreadsheets to 100% conversation coverage. Learn more about EvaluAgent

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Gives visibility to operations to improve contact center and back-office quality, performance, and compliance.
Verint® Automated Quality Management™ enables contact centers to autoscore up to 100% of voice and text-based interactions, offering greater insight, objectivity, and consistency than traditional quality programs where only 1-3% of calls are reviewed. Agent KPIs provide performance trends with coaching and learning event markers. Alerts triggered when performance falls below an acceptable range shorten the time between identifying an issue and taking corrective action. Learn more about Verint Automated Quality Management

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Klaus is a quality management solution that helps companies drive revenue through excellent customer service.
With Klaus, you can identify gaps in your customer experience before they become a problem. Use AI to pinpoint where agents are falling short and resources are going to waste – then fix what isn’t working. Automate QA and achieve 100% coverage across agents, teams, BPOs, and languages. Collect more customer feedback through a fully customizable AI-powered survey solution. Customer service is now a differentiator – optimize your service to attract & retain lifelong customers. Learn more about Klaus

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
Medallia Agent Connect brings customer feedback, QA & coaching together to drive agent engagement, performance & customer satisfaction.
Medallia Agent Connect (formerly known as Stella Connect) helps businesses empower their front-line agents to deliver exceptional support experiences. Harness agent-level customer feedback, deliver high-impact coaching and QA programs, and drive agent engagement and customer satisfaction with Stella Connect by Medallia. Learn more about Medallia Agent Connect

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics
The most competitive Field Service software on the market. Three systems in one platform; FSM, route optimiser and fleet management.
Schedule, assign and monitor your field service work. Create custom work orders and work reports, and design your business workflows for perfectly fitting your business model. View scheduled and real-time work in timeline or map view, and ensure the best coordination of your field staff. Learn more about Work&Track Mobile

Features

  • Quality Management
  • Employee Coaching Tools
  • Customer Experience Management
  • Reporting/Analytics