13 Best Call Center Quality Assurance (QA) Software 2024

Key Features

• 360-Degree Performance Insights: AmplifAI goes beyond basic scoring by integrating your QA data with CRM data, call transcripts, and other performance metrics.
• Auto QA for Scaled Efficiency: AmplifAI's Generative AI Auto QA prioritizes your time. Customer interactions are auto-scored, freeing your team to focus on complex calls and coaching opportunities.
• Quality-Driven Coaching: AmplifAI seamlessly connects QA data with targeted coaching. Auto-fail flags and low scores automatically trigger opportunities for coaching.
• Calibration Workflows: Ensure consistent and fair evaluation across your team. AmplifAI's calibration workflows eliminate subjective scoring by establishing clear guidelines and benchmarks.
• Cutting-Edge AI: AmplifAI is ahead of the curve with its patented next best actions driven by Large Language Models (LLM) and Generative AI.
• Robust Integrations: AmplifAI boasts over 150 integrations, seamlessly connecting your QA data with CRMs, flat files, telephony systems, and other essential tools in real-time.

Standout Feature

AmplifAI sets itself apart with its comprehensive quality assurance tools combined with employee-centric AI-driven insights to deliver precision coaching and offer complete contact center performance management.

Ideal For

• Contact centers seeking a data-driven QA approach to improving CX and overall performance.
• Leaders focused on streamlining QA processes and maximizing the value of their QA data.
• Organizations looking to move beyond subjective evaluations and establish a culture of fair and motivating coaching.

Considerations

• Contact centers with less than 19 agents may find AmplifAI exceeds their requirements. Contact centers with 19+ agents see the most ROI from AmplifAI
• AmplifAI is designed to be a strategic partner, a centerpiece of your contact center's performance improvement strategy. Organizations that see the value in leveraging data-driven coaching and AI automation will see the greatest ROI.

Overall

AmplifAI is the best choice for employee-centric contact centers seeking a call center quality assurance (QA) software with a cutting-edge, comprehensive, and AI-Enabled approach to QA. AmplifAI's industry-leading Generative AI has earned it recognition as a 2024 Gartner Cool Vendor. AmplifAI's impressive 4.8-star rating, 200,000+ users, impressive roster of 150+ brands and BPOs make AmplifAI the top choice on our list for the best call center QA software.

Key Features

• Extensive QA Functionality: Includes call recording, omnichannel interaction monitoring, customizable scorecards, and performance analytics.
• Unified Platform: Offers a centralized solution that integrates QA data with other contact center functions and data sources.
• Advanced Analytics: Features reporting tools and dashboards to visualize QA metrics, performance trends, and operational insights.
• Workforce Optimization (WFO): Goes beyond QA with features for workforce management, forecasting, and scheduling optimization.

Standout Feature

NICE CXone stands out for its extensive QA functionality and integration capabilities, making it ideal for large-scale contact centers with complex needs.

Ideal For

• Large enterprise contact centers with complex technology stacks and significant workforce optimization needs.
• Organizations requiring a unified platform that manages numerous contact center functions beyond QA.
• Contact centers with extensive resources for implementing and customizing an enterprise solution.

Considerations

• Best suited for enterprise contact centers leveraging the full suite of NICE CXone tools.
• May be cost-prohibitive for smaller or medium-sized contact centers.

Overall

NICE CXone offers a robust suite of QA tools as part of its enterprise-grade contact center solution. Designed for large-scale operations, it provides extensive features for quality management, analytics, and workforce optimization, making it a powerful option for contact centers with complex needs.

Key Features

• Conversation Analytics: CallMiner excels at deep analysis of call transcripts (and other channels), leveraging AI to uncover trends, insights into customer sentiment, and identify language patterns.
• Compliance Monitoring: CallMiner offers features aimed specifically at ensuring regulatory compliance, with tools to flag potential issues and monitor sensitive interactions.
• Omnichannel Analysis: CallMiner gathers and analyzes interaction data from multiple channels, including voice calls, chat, and email, providing a unified view of customer experience.
• Automated Scoring: The platform automates some scoring tasks, saving time and providing a foundation for identifying coaching opportunities.

Standout Feature

CallMiner excels in deep conversational analytics, offering insights into customer sentiment that empower contact centers to enhance compliance and quality management.

Ideal For

• Contact centers with a heavy emphasis on regulatory compliance, especially those with strict adherence requirements.
• Organizations seeking deep insights into customer sentiment and conversational patterns for broader product or marketing initiatives.
• Contact centers handling a high volume of interactions across diverse channels (voice, chat, email, etc.).

Considerations

• Contact centers focused on employee-centric performance coaching may find CallMiner's analytics depth exceeds their needs compared to a platform with tighter integration between data and coaching workflows.
• Those prioritizing ease of use over granular customization might prefer a solution with a more streamlined user experience.

Overall

CallMiner offers a comprehensive call center QA software that excels in conversation analytics and compliance oversight. Utilizing advanced AI, it provides deep insights into customer interactions across multiple channels, enhancing decision-making and regulatory adherence in complex contact center environments.

Key Features

• Integrated QM: Talkdesk's QM functionality is tightly integrated within their broader contact center platform, providing a centralized solution.
• Call Recording and Scoring: The platform allows for call recording, creation of customizable scorecards, and evaluation of agent performance.
• Reporting and Dashboards: Talkdesk includes reporting tools and dashboards to visualize QA metrics and performance trends.
• Coaching and Feedback: Supervisors can use the QM features to provide targeted coaching and feedback to agents.

Ideal For

• Contact centers seeking a fully integrated contact center platform where QM is one component of a broader suite of tools.
• Organizations already using other Talkdesk solutions and looking to consolidate their technology stack.
• Larger contact centers that may benefit from the convenience of a centralized, all-in-one platform.

Considerations

• For organizations not already using Talkdesk, adopting their QM solution might be less cost-effective than integrating an all-in-one QA platform with existing systems.

Overall

Talkdesk offers a top-quality call center QA software well-suited for organizations seeking the convenience of a fully integrated contact center platform. Its features for quality management, analytics, and coaching make it a strong contender for large-scale operations.

Key Features

• Customizable QA Scorecards: Allows users to create and modify QA scorecards tailored to specific quality metrics and KPIs.
• Quality Data Aggregation: Consolidates performance and quality data from various sources (CRM, phone systems, chat platforms) to provide a unified view of agent quality performance.
• Omni-channel Quality Monitoring: Includes features for reviewing and scoring customer interactions across different communication channels.
• Quality Performance Dashboards: Offers visualizations of key quality metrics, enabling managers to track quality trends over time.

Standout Feature

Echo.ai's call center quality assurance software excels in conversational intelligence, offering a comprehensive view of conversations to extract insights and sentiment.

Ideal For

• Contact centers seeking to integrate quality assurance data from multiple sources of conversation analytics.
• Organizations aiming to align QA processes more closely with overall performance management.

Considerations

• The effectiveness of Echo.ai's call center QA software may depend on the accessibility of data from integrated systems.
• Echo.ai excels at conversation analytics and tying this data to QA outcomes.

Overall

Echo.ai offers advanced quality assurance features integrated within a comprehensive conversation analytics platform. Its core strength is its ability to extract valuable quality insights from agent interactions.

Key Features

• Real-Time Speech Analytics: The platform's strength lies in its ability to analyze speech as it happens, offering immediate insights that can help improve agent-customer interactions.
• Automated QA Scoring: With AI-driven automated scoring, Observe.ai allows team leaders to focus more on strategic initiatives rather than routine score tabulation.
• Compliance and Risk Management: Observe.ai includes comprehensive tools to ensure compliance with industry standards and minimize risk through meticulous monitoring.

Standout Feature

Observe AI leads with its real-time speech analytics, providing immediate feedback and automated QA scoring.

Ideal For

• Contact centers that require strong real-time analytics to provide immediate coaching and feedback.
• Organizations that prioritize compliance and risk management within their customer service operations.

Considerations

• Observe.ai integrates well with existing systems and provides agents with very useful feedback and quality analytics.
• A strong focus on real-time analytics and automated AI coaching.

Overall

Observe AI is a powerful solution for contact centers looking to leverage real-time speech analytics and Auto QA features.

Key Features

• Agent Self-Assessments: Scorebuddy encourages agents to participate in the QA process by allowing them to score their own interactions.
• Simple Scorecards: The platform's focus on ease of use extends to its customizable scorecard creation tools.
• Visual Dashboards: Scorebuddy provides dashboards and reports for visualizing performance trends and identifying areas for improvement.
• Coaching Module: The platform includes a coaching module to facilitate feedback and development plans based on QA scores and insights.

Standout Feature

Scorebuddy is noted for its simplicity and affordability, providing streamlined, agent-centric quality assurance tools that are accessible to contact centers of all sizes. (Free trial available)

Ideal For

• Contact centers seeking a straightforward and budget-friendly QA solution.
• Organizations that prioritize agent involvement and self-assessment as part of their quality improvement process.
• Contact centers with less complex QA needs and a desire for a platform that is easy to implement and use.

Considerations

• Scorebuddy's feature set is very QA focused with easy to use features.
• Scorebuddy offers a free trial to test out if their QA is right for you.

Overall

Scorebuddy QA is a user-friendly QA solution for organizations that prioritize simplicity, agent self-evaluation, and affordability.

Key Features

• QA Copilot: Balto's core feature provides real-time prompts and suggestions to agents during calls, helping them adhere to scripts, address objections, and improve compliance.
• Conversation Analysis: Balto analyzes calls and provides scores based on agent adherence to best practices and compliance guidelines.
• Real-Time Coaching: Supervisors can use Balto's live monitoring capabilities to offer in-the-moment coaching and guidance during calls.
• Performance Dashboards: Balto includes dashboards and reports to visualize agent performance trends and identify areas for targeted development.

Standout Feature

Balto.ai is renowned for its Real-Time Agent Assist feature, offering live conversational guidance that helps agents improve compliance and customer interaction during calls.

Ideal For

• Contact centers with a heavy focus on real-time call quality and script adherence.
• Organizations seeking to boost sales conversion or success rates through real-time agent support.
• Contact centers prioritizing rapid improvement of new agent effectiveness during their onboarding period.

Considerations

• Balto's emphasis on real-time guidance is very advantageous in overall QA monitoring and compliance.
• Balto is a great choice for contact centers less focused on coaching and more focused on delivering real-time assistance to their agents.

Overall

Balto offers a solution tailored specifically to improving agent performance during live conversations. Its focus on real-time support and guidance can be particularly valuable for sales-driven environments and organizations with a high volume of new agents.

Key Features

• Conversation Analytics: Convin.ai's core strength lies in its ability to analyze conversations for compliance, keywords, and patterns. This helps identify potential problem areas and training opportunities.
• Automated Scoring: The platform can automate some aspects of call scoring, reducing the manual workload for QA teams.
• Coaching Module: Convin.ai includes a coaching module to facilitate feedback and targeted learning based on the QA findings.
• Reporting and Dashboards: Visualizations and customizable reports help track performance trends and analyze QA data.

Standout Feature

Convin.ai excels with its precision in conversation analytics, uniquely identifying performance gaps and training opportunities through its automated analysis and scoring capabilities.

Ideal For

• Contact centers with a strong emphasis on compliance and adherence to specific scripts or processes.
• Organizations looking to improve agent performance through targeted coaching based on call analytics.
• Contact centers that may benefit from an out-of-the-box QA solution with less complex setup than some competitors.

Considerations

• Convin.ai's feature set may be less robust than solutions that offer advanced AI capabilities and deep integrations with other contact center systems.
• Convin's focus on conversation analysis is a valuable tool in ensuring compliance and quality assured interactions with customers.

Overall

Convin.ai is a solid option for contact centers looking for a solution specializing in compliance monitoring, conversational analysis, and integrated coaching workflows. Its emphasis on user-friendliness and actionable insights can help teams improve agent performance and quality outcomes.

Key Features

• Integrated WFM and QA: Playvox's core strength lies in its combination of quality assurance capabilities with workforce management tools like scheduling and forecasting.
• Gamification: The platform includes gamification and recognition elements like leaderboards and badges.
• Automated QA: Playvox offers AI-powered features to automate some scoring and identify coaching opportunities.
• User-Friendly Interface: Playvox emphasizes ease of use and a streamlined setup process.

Standout Feature

Playvox differentiates itself with an innovative call center gamification strategy, which engages agents by incorporating competitive elements that boost productivity and adherence to best practices.

Ideal For

• Contact centers seeking a combined WFM and QA solution with a focus on simplicity and agent engagement.
• Organizations that prioritize gamification as a key driver of agent performance improvement.
• Contact centers that may benefit from an all-in-one platform over integrating separate, potentially more complex solutions.

Considerations

• Contact centers seeking to add gamification elements to their QA will find Playvox has a robust suite of engagement tools.
• Playvox offers both call center QA and workforce management features.

Overall

Playvox is a feature-rich option for contact centers looking for integrated WFM and QA functionality with a focus on ease of use and gamification. Its streamlined approach and emphasis on agent engagement through gamification can be valuable assets for the right organization.

Key Features

• Granular Analytics: Offers detailed insights into customer interactions, helping to pinpoint areas for agent improvement with precision.
• Feedback Loops: Facilitates effective feedback mechanisms that encourage open communication and continuous learning among agents and supervisors.
• Quality Calibration: Ensures consistency in scoring across teams through advanced calibration tools, maintaining high quality standards.

Standout Feature

Maestro QA excels in providing detailed analytics and structured feedback, enabling precise and consistent evaluations across team interactions.

Ideal For

• Organizations that seek to maintain a high degree of manual control and oversight over their QA processes while still benefiting from insightful data analytics.
• Teams that emphasize consistent and fair evaluation practices across all customer interactions.

Considerations

• MaestroQA focuses on enhancing the precision and reliability of QA evaluations but may require more manual effort in scoring and feedback compared to more automated solutions.
• MaestroQA puts a strong emphasis on analytics and manual feedback.

Overall

MaestroQA is optimal for contact centers that value detailed analytics and structured feedback within a more traditionally managed QA framework. It offers powerful tools for enhancing interaction quality, making it suitable for centers that prefer a hands-on approach to quality assurance.

Key Features

• Real-Time Analytics: LevelAI provides agents and managers with real-time insights during calls.
• Feedback Automation: The platform automates feedback based on performance metrics.
• AI-Driven Insights: LevelAI analyzes communications to identify trends and suggest improvements, supporting continuous learning and adaptation.

Standout Feature

LevelAI offers notable real-time analytics and automated feedback, supporting immediate enhancements in customer interactions with AI-driven insights.

Ideal For

• Call centers that need real-time data to dynamically improve agent-customer interactions.
• Organizations looking to automate parts of the feedback process, thus freeing up managerial time for more strategic tasks.

Considerations

• LevelAI offers strong tools for real-time interaction analysis and call center QA.
• The emphasis on automation and real-time analytics may not satisfy centers that prioritize detailed, human-centric coaching and long-term developmental strategies.

Overall

LevelAI is a solid option for contact centers that prioritize immediate analytical insights and automated feedback.

Key Features

• Interaction Scoring: Klaus allows for granular evaluation of customer support interactions, which can be customized to meet specific team or organizational standards.
• Feedback Mechanisms: The platform promotes continuous improvement by enabling direct feedback within the team, fostering a collaborative learning environment.
• Analytics Dashboard: Provides comprehensive analytics that highlight trends and areas for improvement, supporting data-driven decisions in quality management.

Standout Feature

Klausapp focuses on improving customer support through detailed interaction scoring and collaborative team-based feedback.

Ideal For

• Support teams looking for a focused tool to enhance the quality of customer interactions through detailed reviews and collaborative feedback.
• Organizations that value a culture of continuous feedback and improvement in their customer support operations.

Considerations

• Klausapp is primarily tailored for customer support teams, and its specialized focus might not fully address the broader needs of larger contact centers that require extensive integration with other operational tools.
• While it offers strong analytics and feedback tools, larger operations might require additional features for complete QA and performance management.

Overall

Klausapp, recently acquired by Zendesk, is a call center QA software well-suited for teams dedicated to improving customer support quality through structured feedback and detailed interaction analysis.