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Zoho Desk is a cloud-based omnichannel customer service software equipped with advanced contact center quality assurance capabilities.
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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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes.
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Nextiva is an AI-enabled customer interaction management platform that unifies voice, video, chat, social media, and email.
Nextiva is an AI-powered unified customer experience management (CXM) platform that consolidates all customer interactions into a single system. It delivers personalized experiences by integrating voice, video, chat, social media, email, and other channels. Nextiva's customer journey orchestration provides real-time insights, enabling the automation of key workflows. Its open architecture and workflow engine, powered by AI, allow businesses to future-proof their customer experience.
Nextiva's AI and automation capabilities are easy to deploy, quick to scale, and can be optimized to drive value. The platform includes workforce engagement tools that simplify agent management, reduce fatigue, and increase retention, connecting customer-facing employees with back-office teams to boost productivity. Businesses can engage customers across any channel, reduce costs, and maximize technology investments through Nextiva's consolidated, integrated, and customizable solution.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
Talkdesk empowers enterprise operations and CX leaders to deliver modern, tailored customer experiences. Our trusted, flexible cloud contact center platform leverages cutting-edge generative AI and automation to streamline workflows, optimize resources, and drive exceptional customer outcomes. With Talkdesk, teams can enhance operational efficiency, reduce costs, and improve the bottom line—all while ensuring the best possible experiences for customers. Trusted by industry leaders, Talkdesk is the innovative solution designed to meet the evolving needs of enterprise contact centers.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone Mpower 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 Mpower, 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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Five9 is a cloud-based contact center software that helps organizations deliver exceptional customer experiences.
Five9 is a cloud contact center as a service (CCaaS) platform that enables organizations to deliver exceptional customer experiences. It offers advanced orchestration across the customer journey, enhancing both customer and agent experiences with intelligent features. The cloud-based architecture provides scalability and remote capabilities, allowing businesses to adapt quickly. Five9 integrates seamlessly with leading CRM and unified communications systems, offering agents real-time context for personalized interactions.
Its AI-powered features, such as intelligent virtual agents, agent assist, and workflow automation, drive efficiency and performance. Advanced analytics and reporting tools provide insights to optimize operations and customer experience. 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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
CloudTalk is a cloud-based phone system for support and sales teams. We make calling easy and fun! Get your FREE trial today!
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
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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 centres. Customer Frontlines automatically scores every interaction in real-time and identifies the traits and behaviours 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 XM for Customer Experience
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Genesys Cloud is a web-based software that unifies customer and agent experiences across phone, email, chat, text and social channels.
The Genesys Cloud (formerly PureCloud) platform 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, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
The contact center software of choice for modern sales & support teams to win more deals and deliver exceptional support effortlessly.
JustCall is the contact center solution trusted by high-performing sales and support teams to ensure top-quality customer interactions. Its all-in-one platform offers rich features like call software, virtual numbers, SMS campaigns, and CRM integrations to manage every aspect of communication. Gain real-time insights and proactive alerts to ensure compliance with regulations while maintaining a secure, auditable record of all conversations. Identify performance gaps and empower agents with targeted mentorship through automated transcriptions and call recordings. With live call monitoring and real-time coaching, agents receive immediate support during challenging situations. JustCall also offers real-time prompts and checklists, guiding agents during calls to ensure smooth interactions. Seamlessly review call recordings, update compliance guidelines, and elevate the quality of your contact center—all within a single, streamlined platform.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Nextiva is contact center software using AI to boost agent productivity, grow customer loyalty, and unify the customer experience.
Nextiva is contact center software using AI to boost agent productivity, grow customer loyalty, and unify the customer experience. From one AI-powered customer experience hub, Nextiva Unified-CXM transforms how businesses engage with their customers with orchestrated customer journeys that help businesses acquire, retain, and grow customers.
The platform provides real-time analytics, customizable dashboards, and intelligent routing to connect customers with the right agents. Journey orchestration tools ensure seamless bot-to-agent transitions. Outbound dialing is enhanced with DID management, TCPA guardrails, and lead filtering. Workforce tools include quality monitoring, scheduling, and coaching.
Learn more about Nextiva Contact Center
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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, analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hours.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Deliver consistently exceptional service with 360° insights from Insightful's call center quality assurance software.
Insightful’s call center quality assurance software provides visibility into every interaction between a customer and an agent. The call center quality assurance capabilities provide real-time insights into agent performance, allowing managers to monitor calls, analyze trends, and provide targeted coaching. With Insightful’s advanced call center quality monitoring software, you can identify coaching opportunities and improve service consistency.
Insightful’s contact center analytics software tracks interactions across all channels, ensuring quality isn’t lost in digital communication. Managers can use the platform’s contact center quality management tools to review transcripts, evaluate response times, and improve agent training. The customizable dashboards display customer service metrics like AHT, FCR, and agent utilization, using a QA scorecard for consistent performance tracking. With Insightful’s call center monitoring and contact center analytics solutions, you can refine custome
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Squaretalk is a turnkey cloud contact center software 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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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!
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
Zendesk QA is a quality assurance solution that helps companies solidify customer relationships through excellent CX.
Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships through excellent CX.
With Zendesk QA, 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 quality assurance across agents, teams, BPOs, and countries.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
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.
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Features
- Quality Management
- Customer Experience Management
- Reporting/Analytics
- Employee Coaching Tools
