13 Best Call Center Quality Assurance (QA) Software 2024

Richard James
Richard James
Director of CX, Web | AmplifAI
13 Best Call Center Quality Assurance (QA) Software 2024

If you're on the hunt for the best call center quality assurance (QA) software but struggling to make a choice, you've landed in the right spot.

Remember the days when call center quality assurance (QA) meant relying on endless spreadsheets and scorecards, with supervisors spending hours reviewing call recordings, often basing evaluations more on intuition than on hard data?

These traditional QA and compliance methods have become increasingly inadequate for handling the complexities and speed of the modern contact center.

Generative AI and Large Language Models (LLMs) have transformed how contact centers approach quality, compliance, and agent development, making manual reviews and inconsistent feedback obsolete.

Call center QA software has transitioned from a luxury reserved only for the top enterprises to a critical business necessity for all contact centers, no matter the size.

With over 25 years experience as contact center leaders, our team at AmplifAI has been on the cutting edge of developing AI for compliance and quality. Supporting over 200,000 users across 150 brands and BPOs provides us with unique data and insights on the latest quality assurance software capabilities.

That's why we've put together our vetted list of the 13 best call center quality assurance (QA) software of 2024.

Topics we're covering:

Call Center Quality Assurance Software Overview

We've included a quick overview of the 13 best call center QA software of 2024. If you'd like to jump right to the best call center QA software reviews, there's links in the snapshots below.

Call Center Quality Assurance Software

A pioneering call center quality assurance software powered by advanced Generative AI. With Auto-QA, QA Co-pilot, AmplifAI integrates all contact center data, turning QA into a strategic tool for overall contact center performance management.

Call Center Quality Assurance Software

Delivers extensive QA features and workforce optimization in an enterprise-grade solution for large-scale contact centers.

Call Center Quality Assurance Software

Specializes in deep conversational analytics and compliance monitoring, ideal for detailed sentiment analysis.

Call Center Quality Assurance Software

Integrates QA within a comprehensive suite, offering deep functionality across contact center operations.

Call Center Quality Assurance Software

Quality assurance software with automated scorecards, real-time monitoring, and AI-powered interaction analysis.

Call Center Quality Assurance Software

Offers real-time speech analytics and automated QA scoring, enhancing compliance and risk management for contact centers.

Call Center Quality Assurance Software

Offers straightforward, agent-centric QA at an affordable price, focusing on simplicity.

Call Center Quality Assurance Software

Provides real-time conversational support and guidance, boosting agent performance during live calls.

Call Center Quality Assurance Software
9

Convin

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

Call Center Quality Assurance Software
10

Playvox

Combines QA with workforce management in a streamlined platform, enhancing operational efficiency.

Call Center Quality Assurance Software

Enhances QA with detailed analytics and structured feedback, focusing on precision and consistency in agent evaluations, ideal for hands-on quality management.

Call Center Quality Assurance Software
12

LevelAI

Provides real-time analytics and automated feedback, supporting improvements in customer interactions with AI-driven insights.

Call Center Quality Assurance Software

Focuses on enhancing customer support with detailed interaction scoring and team-based feedback, ideal for fostering a culture of continuous quality improvement.

What is Call Center Quality Assurance Software?

Call center quality assurance (QA) software is a specialized tool designed to ensure adherence to service standards, identify opportunities for improvement in customer interactions, and maintain compliance with industry regulations.

Why is Quality Assurance (QA) Important to Your Call Center?

Quality Assurance (QA) directly impacts customer satisfaction, agent performance, and overall call center compliance. Call center QA ensures that all customer interactions meet the highest standards of service.

Challenges of traditional Quality Assurance

Traditional QA takes a lot of time away from team leaders to coach specific types of behavior critical to driving improvements in call center compliance and agent performance.

Traditional QA methods are no longer viable in the modern contact center.

Below are the challenges we see the most with traditional QA.

  • Agent Attrition and Lost Productivity

    Without clear standards and data-driven feedback, agents risk penalties or even termination. This creates a demoralizing atmosphere of fear, leading to high call center turnover, constant retraining expenses, and lost productivity.

  • Missed Opportunities and Revenue Loss

    Inconsistent quality due to a lack of clear QA standards leads to dissatisfied customers, missed sales, and damaged brand reputation. Every negative interaction has the potential to translate into lost revenue.

  • QA Data Overload

    Traditional QA floods team leaders with data but few insights. Hours are wasted on manual analysis instead of strategically improving processes and empowering agents.

The recent growth in call center quality assurance software aims to address these challenges.

However, many contact center quality assurance software focus solely on scoring interactions or rely heavily on AI-led coaching. These siloed solutions leave quality and compliance teams with the task of piecing together data for meaningful insights and missing out on the human-centric element of effective coaching.

Siloed Call Center QA Software Drawbacks

  • Missed Connections: Without integrating QA data with KPIs like customer satisfaction (CSAT), average handle time (AHT), and first call resolution (FCR), it's impossible to see exactly how agent quality impacts your overall performance.
  • Blind Spots: When QA operates independently, leaders struggle to identify the root causes of negative trends. Are long hold times caused by inadequate agent training or overly complicated processes? Integrating QA findings with operational data provides the answers.
  • Reactive vs. Proactive: Disconnected QA means constantly putting out fires instead of strategically improving your contact center. Integrated performance management allows you to spot emerging issues before they become full-blown crises.
  • Wasted Coaching Opportunities: Effective agent coaching requires context. By linking QA insights with agent performance metrics, team leaders can deliver targeted guidance that drives measurable improvement, not just generic advice.

The best call center QA software should empower you to unlock the full potential of all your call center analytics data.

Features of the Best Call Center Quality Assurance Software

We've listed the top features you can expect from the best call center quality assurance software on the market. Not all QA tools possess these abilities, use your discretion on the ones that matter most to your contact center.

Top QA Software Features

Auto-summaries

Auto QA that utilizes Generative AI, and LLMs can break down lengthy call interactions into concise summaries. Really a must have feature.

Sentiment Analysis

AI can analyze the emotional tone of calls, providing valuable insights into customer sentiment.

Keyword and Phrase Spotting

Customize your QA software to flag specific words or phrases that indicate compliance concerns, upselling opportunities, or common customer pain points.

Predictive Analytics

Advanced solutions can analyze historical data to identify potential problem areas before they become widespread issues.

Topic Identification

AI-powered topic clustering helps you categorize call volume, revealing recurring issues that might otherwise go unnoticed.

Call monitoring and recording

Tools for targeted review of interactions, whether random sampling or flagging specific keywords and phrases.

Interaction scoring

Flexible scorecards assess compliance, customer experience, and adherence to best practices. AI-powered analysis can supplement these scorecards for deeper insights.

Performance analytics and reporting

Visualizations and customizable reports help track performance trends, uncover root causes of issues, and streamline compliance audits.

Coaching and development tools

Features that connect QA findings with targeted coaching resources, empowering leaders to guide their teams effectively.

Call Center QA Software Evaluation Criteria

While a robust feature set is great, some call center QA software solutions focus purely on compliance and quality assurance, others integrate QA within broader performance platforms. The criteria we've listed below are questions we would have when vetting a QA software.

01

Risk Management

How effectively does the software mitigate compliance risks to protect against penalties and maintain brand reputation?

02

Employee-Centric

While AI offers valuable insights, a call center QA software worthy of being the top will prioritize team leaders as the primary drivers of coaching. It should provide data in ways that support human feedback and personalized development plans.

03

Customer Experience

Can the call center QA software ensure compliant, positive interactions that build customer loyalty through memorable experiences?

04

Agent Performance

Does the QA software equip team leaders with data-driven insights for targeted coaching that measurably improves agent performance?

05

Operational Efficiency

Can the call center QA software optimize operations by improving KPIs and maximizing return on investment across your contact center?

06

Comprehensive Value

Does the QA software provide complete functionality, or will you need additional tools to fill capability gaps? Important: If further integrations are required to achieve full compliance and performance the cost of lost revenue and time isn't worth it in the long run.

07

Holistic Performance Measurement

The ability to link QA data with overall call center metrics (CSAT, AHT, conversion rates, etc.). This allows contact center leaders to see how agent quality scores directly impact business goals.

08

Coaching Integration

The best call center QA software should seamlessly connect QA findings with automated coaching processes. This empowers team leaders to deliver targeted and timely feedback.

09

Ease of Use and Customization

Can the software be easily tailored to your center's specific needs, and is it intuitive enough for both team leaders and agents to navigate?

10

Reporting and Analytics

Does the software provide in-depth reports on QA trends, agent performance over time, and insights to drive improvement initiatives?

11

Scalability

Is it a siloed call center QA software? Or will it be able to grow alongside your call center?

12

Stellar Customer Success Teams

How easily does the call center QA software integrate with your current CRM, telephony system, and other essential tools? Does the company have a track record of stellar customer success? (Make sure to check those references)

13 Best Call Center Quality Assurance Software Reviews (2024)

The 13 call center quality assurance software we've chosen to review meet the criteria we've discussed at varying levels.

  1. AmplifAI
  2. Nice CXone
  3. CallMiner
  4. Talkdesk
  5. Echo.ai
  6. Observe.ai
  7. Scorebuddy QA
  8. Balto.ai
  9. Convin
  10. Playvox
  11. Maestro QA
  12. LevelAI
  13. Klausapp

Editor's note:

This guide provides in-depth looks at each call center quality assurance software, helping you find the perfect fit for your contact center. But the best choice is the one that aligns with your unique goals and team, so explore those demos and ask how these solutions can help you accomplish your specific goals.

#1 Call Center QA Software

1. AmplifAI

AmplifAI the best call center QA software

What makes AmplifAI the Best Call Center QA Software of 2024?

AmplifAI is number one on our list of the best call center QA software. AmplifAI transforms traditional call center QA into a powerful engine for overall contact center performance improvement, leveraging AI-driven insights and integrated coaching.

See AmplifAI in action >

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.

#2 Call Center QA Software

2. Nice CXone

Nice CXone call center QA software

What makes Nice CXone the Best Call Center QA Software of 2024?

Nice CXone is number two on our list of the best call center QA software. Nice CXone provides an enterprise-grade solution that integrates quality assurance with a comprehensive suite of tools for contact center performance management.

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.

#3 Call Center QA Software

3. CallMiner

CallMiner call center QA software

What makes CallMiner one of the best Call Center QA software tools of 2024?

CallMiner is number three on our list of the best call center QA software. CallMiner is a full-featured call center QA software that places a strong emphasis on in-depth conversation analytics to drive quality management, performance insight, and compliance adherence across the contact center. It offers a suite of tools designed to mine customer conversations for valuable trends and patterns.

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.

#4 Call Center QA Software

4. Talkdesk

Talkdesk call center QA software

What makes Talkdesk one of the best Call Center QA software tools of 2024?

Talkdesk is number four on our list of the best call center quality assurance software. Talkdesk is a comprehensive cloud-based call center QA software offering a wide range of features, including a quality management (QM) suite. Their QM tools provide capabilities for call monitoring, scoring, analytics, and coaching.

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.

#5 Call Center QA Software

5. Echo.ai

Echo.ai call center QA software

What makes Echo.ai one of the best Call Center QA software tools of 2024?

Echo.ai is number five on our list of the best call center quality assurance software. Echo.ai, formerly Pathlight, offers a call center QA software that integrates quality assurance processes with conversational analytics and performance data.

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.

#6 Call Center QA Software

6. Observe.ai

Observe.ai call center QA software

What makes Observe.ai one of the best Call Center QA software tools of 2024?

Observe.ai is number six on our list of the best call center quality assurance software. Observe AI call center QA software provides a feature-rich platform that leverages AI to enhance call center QA through conversational intelligence. Observe.ai specializes in real-time speech analytics, and real-time agent assist which allows for immediate feedback and coaching opportunities during live calls.

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.

#7 Call Center QA Software

7. Scorebuddy QA

Scorebuddy QA call center QA software

What makes Scorebuddy QA one of the best Call Center QA software tools of 2024?

Scorebuddy QA is number seven on our list of the best call center quality assurance software. A cloud-based call center QA software designed to bring simplicity and agent empowerment to the QA process. It offers features for scoring interactions, providing agent feedback, and tracking performance trends.

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.

#8 Call Center QA Software

8. Balto.ai

Balto.ai call center QA software

What makes Balto.ai one of the best Call Center QA software tools of 2024?

Balto.ai is number eight on our list of the best call center quality assurance software. Balto is a call center quality assurance software focused on real-time agent guidance and conversational intelligence. Its "QA Copilot" functionality improves agent performance during live interactions with AI-powered insights and suggestions.

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.

#9 Call Center QA Software

9. Convin.ai

Convin.ai call center QA software

What makes Convin.ai one of the best Call Center QA software tools of 2024?

Convin.ai is number nine on our list of the best call center quality assurance software. Convin is a call center QA software solution focused on conversation analysis, offering features to streamline the quality assurance process.

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.

#10 Call Center QA Software

10. Playvox

Playvox call center QA software

What makes Playvox one of the best Call Center QA software tools of 2024?

Playvox is number ten on our list of the best call center quality assurance software. Playvox is a contact center workforce management (WFM) platform offering a suite of tools that includes call center quality assurance (QA) features. Designed with ease of use in mind, it aims to streamline the QA process and boost agent engagement through gamification.

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.

#11 Call Center QA Software

11. MaestroQA

MaestroQA call center QA software

What makes MaestroQA one of the best Call Center QA software tools of 2024?

MaestroQA is number eleven on our list of the best call center quality assurance software. MaestroQA shines as a quality assurance platform that supports detailed and actionable insights into customer interactions through robust analytics and targeted feedback mechanisms. It excels in providing tools that facilitate precise measurement of service quality and fosters an environment of continuous improvement without relying heavily on automation.

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.

#12 Call Center QA Software

12. LevelAI

LevelAI call center QA software

What makes LevelAI one of the best Call Center QA software tools of 2024?

LevelAI is number twelve on our list of the best call center quality assurance software. LevelAI call center QA software offers tools designed to enhance agent performance through real-time analytics and feedback. LevelAI brings some very noteworthy capabilities to the table, particularly in leveraging AI to provide insights during customer interactions.

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.

#13 Call Center QA Software

13. Klausapp

Klausapp call center QA software

What makes Klausapp one of the best Call Center QA software tools of 2024?

Klausapp is number thirteen on our list of the best call center quality assurance software. Klausapp, recently acquired by Zendesk, is a conversation review and call center QA software designed specifically for improving customer support quality through detailed interaction scoring and feedback. It focuses on enhancing the internal quality of service by facilitating targeted, conversation-specific feedback between team members.

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.

Conclusion

Call center quality assurance (QA) software varies greatly to meet a broad spectrum of needs, budgets, and operational complexities.

When choosing the appropriate solution for your contact center, consider these factors:

  • Size and Scope: The right QA software should align with the scale of your operation.
  • AI Capabilities: The level of AI integration can significantly affect the functionality of QA software. Some platforms focus on providing deep, actionable insights through advanced analytics, while others may utilize a more basic AI setup.
  • Features vs. Focus: Determine whether you require a robust, integrated system that covers various aspects of contact center operations or if a more focused QA tool with specific advanced features better aligns with your strategic goals.

The Right Fit Matters

Ultimately, the best call center QA software is the one that aligns with your contact center's specific goals, budget, and team structure. We encourage you to take demo's of the top call center QA software we've featured.

If you need assistance in conducting a full comparison of features please don't hesitate to reach out and setup a meeting with our team!

Editor's Note: While AmplifAI strives to provide balanced software reviews, we also acknowledge our position as a leader in call center QA software.

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13 Best Call Center Quality Assurance (QA) Software 2024
13 Best Call Center Quality Assurance (QA) Software 2024
13 Best Call Center Quality Assurance (QA) Software 2024
Richard James

Richard James

Director of CX, Web | AmplifAI
AmplifAI on LinkedIntwitter x

Richard is an AI technologies expert with over 15 years of experience in guiding brands to find the right software, AI, and UX solutions to solve their problems. Richard has a deep understanding of customer experience (CX) technologies that positively impact both customers and support agents. With a passion for research and continuous learning, Richard is an advocate for technology that augments, not replaces what makes us human. When not immersed in research, you might find him blazing new trails with his wife Tara and their dogs, or crafting culinary masterpieces in the kitchen.

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