20 Beste Callcenter-Qualitätsmanagement-Software im Test 2026

CloudTalk is a cloud-based call platform that delivers tools for monitoring, evaluating, and improving agent performance within a call center environment.

Why I picked CloudTalk: I picked CloudTalk because its features go beyond simply connecting calls—they help you enforce standards, spot coaching opportunities, and elevate consistency. Its real-time monitoring (listen, whisper, barge) lets you step into live calls to guide agents as issues arise. The AI conversation intelligence evaluates entire calls—summaries, sentiment, talk ratios, key topics—so you don’t have to listen to every call to catch trends or problem areas. With post-call reporting dashboards, you can compare agents, measure KPIs over time, and spot deviations from your quality benchmarks.

Standout features & integrations:

Features include call recording, which stores full audio of each interaction so you can replay and audit calls later. You also have transcript search, letting you find keywords or phrases across many calls to catch recurring issues or compliance concerns. Another feature is the scoring or tagging system—agents or supervisors can tag calls by type or issue, and the system’s auto-tags detect topics or deviations automatically via AI, helping you categorize calls for review.

Integrations include HubSpot, Pipedrive, Zoho CRM, Salesforce, MS Dynamics, OdooCRM, Intercom, Zendesk, Salesloft, Outreach, Bullhorn, and monday.com.

Five9 is a cloud-based contact center quality management software that caters to businesses seeking scalable solutions to enhance customer service operations. It supports enterprises and mid-sized businesses by providing tools for monitoring and improving call center performance.

Why I picked Five9: It offers scalability, making it suitable for growing businesses that need flexible call center solutions. Its quality management tools include comprehensive monitoring and reporting features that help you track agent performance. Real-time dashboards offer insights into call metrics, allowing for quick adjustments. Customizable scorecards enable you to set evaluation criteria that align with your business goals.

Standout features & integrations:

Features include real-time dashboards that provide instant insights into call center operations. The software offers customizable scorecards to help you evaluate agent performance based on your criteria. Predictive dialing capabilities improve call efficiency and connect rates.

Integrations include Salesforce, Zendesk, Microsoft Dynamics 365, ServiceNow, Oracle, SAP, HubSpot, NetSuite, Zoom, and Slack.

Sprinklr is a customer service quality monitoring software tailored for businesses that aim to enhance customer interactions and satisfaction. It's mainly used by large enterprises and customer service teams to monitor and improve service quality through advanced analytics and feedback mechanisms.

Why I picked Sprinklr: It offers AI-enhanced customer service capabilities, providing deep insights into customer interactions. With features like sentiment analysis and real-time feedback, you can quickly identify and address gaps in fulfilling customer expectations. The platform supports multi-channel monitoring, ensuring consistent service across all touchpoints. Customizable dashboards allow flexibility in performance management and help teams identify service inefficiencies.

Standout features & integrations:

Features include multi-channel monitoring, which ensures you maintain consistent service quality across different platforms. Sentiment analysis provides insights into customer emotions during interactions and helps your team proactively address potential issues. Customizable dashboards enable you to focus on the metrics that matter most to your team.

Integrations include Salesforce, Microsoft Dynamics, Oracle, SAP, ServiceNow, Zendesk, Slack, HubSpot, Genesys, and Twilio.

Qualtrics XM is a customer experience management tool designed for businesses aiming to enhance their data-driven decision-making processes. It serves a wide range of industries by providing insights into customer interactions and helping improve service quality.

Why I picked Qualtrics XM: It excels in data analytics, offering advanced tools to analyze customer feedback and interaction data. The platform's dashboards provide a comprehensive view of customer experiences, helping your team identify trends. Customizable surveys allow you to gather specific feedback relevant to your goals. Real-time reporting features ensure you stay updated on customer sentiment and service performance.

Standout features & integrations:

Features include customizable dashboards that let you visualize important metrics in real-time. The platform offers advanced survey tools to collect targeted feedback from customers. Predictive analytics help forecast trends and improve decision-making processes.

Integrations include Salesforce, Adobe, SAP, Slack, Microsoft Teams, Google Analytics, Marketo, HubSpot, Zendesk, and Tableau.

Medallia is a quality management tool focused on enhancing customer experiences through real-time feedback. It helps businesses get immediate insights into customer interactions, so you can improve service quality and agent performance.

Why I picked Medallia: It excels in providing real-time feedback, enabling your team to make quick adjustments to service delivery. The platform offers tools to capture customer sentiments and translate them into actionable insights. Customizable dashboards help you track performance metrics that matter most to your business. Its focus on immediate feedback ensures your team can address issues as they arise, maintaining high service standards.

Standout features & integrations:

Features include sentiment analysis that helps your team understand customer expectations and needs. The platform provides tools for creating customizable dashboards to focus on key performance indicators. Real-time reporting features ensure that your team stays informed about customer feedback and service quality.

Integrations include Salesforce, Microsoft Dynamics 365, SAP, Oracle, Workday, ServiceNow, Adobe, Zendesk, Slack, and Google Analytics.

Talkdesk is a call center quality management software designed for contact centers aiming to enhance agent effectiveness and customer interactions. It primarily serves businesses looking to leverage AI for performance monitoring and feedback.

Why I picked Talkdesk: It stands out with its AI-driven insights through features like QM Assist, which helps in providing contextualized feedback. It includes simultaneous voice and screen recording, allowing for detailed performance reviews. Customizable forms enable you to tailor evaluations to your specific needs, while its unified coaching platform supports agent development. These features align with Talkdesk's focus on using AI to drive efficiency and improve customer experiences.

Standout features & integrations:

Features include customizable forms that let you create specific evaluation criteria tailored to your needs. Simultaneous voice and screen recording gives you a comprehensive view of agent interactions. The unified coaching platform helps you provide ongoing development and feedback to your team.

Integrations include Salesforce, Zendesk, Microsoft Teams, Slack, Shopify, HubSpot, Google Workspace, ServiceNow, and Marketo.

mySQM Auto QA is a contact center quality assurance tool focused on automating their QA processes. It primarily serves contact centers looking to enhance service quality by reducing manual evaluation workloads.

Why I picked mySQM Auto QA: It offers automated QA capabilities that streamline the monitoring and evaluation of calls. Its automated call scoring system provides consistent and objective assessments. Customizable evaluation templates let you tailor the QA process to fit your specific needs. Real-time feedback ensures that agents receive timely guidance, improving overall performance.

Standout features & integrations:

Features include automated call scoring that reduces the need for manual evaluations. The tool provides customizable templates to fit your specific evaluation criteria. Real-time feedback features ensure agents get immediate insights into their performance.

Integrations include Salesforce, Zendesk, Microsoft Dynamics 365, Freshdesk, HubSpot, ServiceNow, Oracle, SAP, Twilio, and Genesys.

Calabrio is a quality management software designed to optimize contact center operations by focusing on workforce management and customer engagement. It provides businesses with comprehensive evaluation tools to enhance agent productivity and service quality standards.

Why I picked Calabrio: It provides workforce optimization capabilities through features like performance dashboards and analytics. It offers a customizable evaluation process that allows you to tailor criteria to your team's needs. Real-time monitoring and recording capabilities can strengthen your quality assurance processes and help your team maintain service standards. 

Standout features & integrations:

Features include predictive analytics that helps forecast call volumes and optimize staffing. The software offers speech analytics to identify trends and areas for improvement. You can also create customized reports with specific quality scores and metrics important to your team.

Integrations include Salesforce, Microsoft Dynamics, Cisco, Avaya, Genesys, Amazon Connect, Twilio, NICE inContact, Five9, and RingCentral.

Bright Pattern is an AI-powered call center quality assurance software designed for contact centers seeking to enhance customer service across multiple channels. It supports industries like retail and financial services by enabling proactive monitoring of customer interactions and providing actionable insights.

Why I picked Bright Pattern: It excels in omnichannel support, allowing seamless communication across voice, video, live chat, and SMS. Its OmniQM feature facilitates high service quality by leveraging advanced analytics, automation, and sentiment analysis. Real-time monitoring and evaluation ensure immediate intervention, which is crucial for maintaining customer satisfaction. Customizable KPIs and proactive intervention capabilities further enhance its effectiveness in quality management.

Standout features & integrations:

Features include real-time metrics that provide insights into call center performance. The platform tracks various call quality and service metrics, such as NPS, CES, and CSAT. It also offers sentiment analysis to gauge customer satisfaction and areas for improvement.

Integrations include Salesforce, Zendesk, Microsoft Dynamics 365, ServiceNow, Oracle, SAP, Cisco, Avaya, Genesys, and Twilio.

evaluagent is a call center quality assurance software designed for contact centers seeking to improve agent performance and customer interactions. It is ideal for businesses looking to automate evaluations and foster agent engagement through gamification and feedback.

Why I picked evaluagent: It enables team collaboration and boosts engagement through agent improvement programs and gamified leaderboards. Conversation intelligence provides insights into interactions, helping your team understand areas for improvement. Chatbot QA ensures consistent service quality and high standards across channels. Evaluagent's focus on collaboration makes it a valuable tool for teams aiming to enhance collective performance.

Standout features & integrations:

Features include conversation intelligence that helps analyze interactions for better insights. Agent improvement programs provide structured paths for development. The platform also includes Chatbot QA to maintain service quality across digital channels.

Integrations include Salesforce, Zendesk, Freshdesk, Microsoft Dynamics 365, Twilio, Genesys, Amazon Connect, Cisco, Avaya, and RingCentral.