20 Best Call Center Quality Management Software Reviewed in 2025
Best Call Center Quality Management Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Managing a call center and ensuring quality service is no small feat. You might be juggling customer satisfaction, agent performance, and operational efficiency all at once. This is where call center quality management software comes in, offering solutions to these common pain points.
In my experience, call center management tools can make a real difference. They help monitor performance and provide valuable insights so your team can provide better service.
In this article, I'll guide you through my top picks for call center quality management software. You'll find unbiased reviews, practical insights, and a look at how each tool can meet your specific needs. Let's dive in and find the right fit for your team.
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Best Call Center Quality Management Software Summary
This comparison chart summarizes pricing details for my top call center quality management tool selections to help you find the best one for your budget and business needs.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for scalability | Free demo available | From $119/month | Website | |
| 2 | Best for AI-enhanced customer service | 30-day free trial + free demo available | From $199/seat/month (billed annually) | Website | |
| 3 | Best for custom scorecards | Free demo available | Pricing upon request | Website | |
| 4 | Best for cloud integration | Free demo available | Pricing upon request | Website | |
| 5 | Best for workforce optimization | Free demo available | Pricing upon request | Website | |
| 6 | Best for team collaboration | Free demo available | Pricing upon request | Website | |
| 7 | Best for omnichannel support | Free demo available | Pricing upon request | Website | |
| 8 | Best for data analytics | 7-day free trial + free demo | Pricing upon request | Website | |
| 9 | Best for small teams | Free demo available | Pricing upon request | Website | |
| 10 | Best for AI-driven insights | Free demo available | From $75/user/month | Website |
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CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday Service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6 -
Issuetrak
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.1
Best Call Center Quality Management Software Reviews
Below are my detailed summaries of the best call center quality management software that made it onto my shortlist. My reviews offer an in-depth look at the key features, pros & cons, integrations, and ideal use cases of each tool to help you find the best one for you.
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.
Pros and cons
Pros:
- Predictive dialing capabilities
- Customizable scorecards
- Supports business scalability
Cons:
- Occasional integration issues
- Requires technical expertise
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.
Pros and cons
Pros:
- Sentiment analysis
- Multi-channel monitoring
- AI-enhanced analytics
Cons:
- Complex setup for some teams
- Requires training for new users
Spechy is a quality assurance software tailored for call centers, focusing on improving customer interactions and agent performance. It's designed for contact centers and customer support teams aiming to enhance service quality through data-driven coaching and performance tracking.
Why I picked Spechy: It allows you to create custom scorecards, enabling tailored evaluations that fit your team's specific needs. Call recording and performance metrics like CSAT and NPS help you identify areas for improvement. Actionable feedback ensures consistent communication and service quality. It's a practical tool for teams seeking to improve customer satisfaction.
Standout features & integrations:
Features include the ability to listen to call recordings, which helps you analyze interactions better. Custom scorecards let you tailor evaluations to your team's needs. Tracking performance metrics like CSAT and NPS provides insights into customer satisfaction.
Integrations include Salesforce, Zoho CRM, Microsoft Dynamics, HubSpot, Zendesk, Freshdesk, Slack, Intercom, LiveChat, and Genesys.
Pros and cons
Pros:
- Tracks CSAT and NPS metrics
- Supports multiple languages
- Customizable scorecards
Cons:
- Occasional technical issues
- Limited advanced features
ipSCAPE is a cloud-based call center quality management software tailored for businesses seeking to enhance agent performance and ensure compliance. Its main users are contact centers looking to improve customer interactions through detailed performance monitoring and feedback mechanisms.
Why I picked ipSCAPE: It excels in cloud integration, allowing seamless connectivity with other platforms like Salesforce and Zendesk. Its quality assurance module provides tools for creating QA questionnaires and evaluating voice interactions. Live monitoring and coaching features enable real-time feedback, enhancing your team's responsiveness. Automated customer feedback surveys help measure customer loyalty.
Standout features & integrations:
Features include comprehensive programs for both supervisor and agent training. The software offers live monitoring, allowing supervisors to listen to calls in real time and provide immediate coaching. Detailed reporting capabilities provide insights into agent interactions and quality assessments.
Integrations include Salesforce, Zendesk, Microsoft Dynamics, and other platforms.
Pros and cons
Pros:
- Automated feedback surveys
- Real-time call monitoring
- Cloud-based integration
Cons:
- Potential integration challenges
- Requires thorough training
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.
Pros and cons
Pros:
- Predictive analytics
- Customizable evaluation criteria
- Supports workforce optimization
Cons:
- Requires ongoing training
- Complex setup process
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.
Pros and cons
Pros:
- Provides conversation intelligence
- Automates quality evaluations
- Supports gamification
Cons:
- Limited offline features
- Complex onboarding process
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.
Pros and cons
Pros:
- Customizable KPIs
- Real-time intervention capabilities
- Supports omnichannel communication
Cons:
- High dependency on the internet
- Complex customization options
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.
Pros and cons
Pros:
- Predictive analytics tools
- Customizable survey options
- Strong data analytics capabilities
Cons:
- Occasional data syncing issues
- Steep learning curve
OttoQA is an AI-driven quality assurance tool designed for contact centers looking to automate call scoring and gain actionable insights. It primarily serves small teams aiming to enhance performance and customer experience using an efficient quality management system.
Why I picked OttoQA: It offers cost efficiency by reducing QA costs significantly and scoring more interactions than traditional methods. Its high accuracy in call scoring provides expert-level feedback, which is crucial for maintaining quality. Real-time insights allow your team to make quick adjustments to improve agent performance. These features make OttoQA a great choice for small teams focused on enhancing their QA processes.
Standout features & integrations:
Features include real-time analytics for immediate insights into agent performance and customer sentiment. The tool offers high accuracy in call scoring, ensuring expert-level feedback. It also reduces QA costs significantly, making it a cost-effective solution for small teams.
Integrations include compatibility with all major CCaaS platforms, allowing seamless incorporation into your existing workflows.
Pros and cons
Pros:
- Easy implementation process
- Provides real-time insights
- High accuracy in call scoring
Cons:
- Requires initial setup fee
- Limited customization options
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.
Pros and cons
Pros:
- Unified coaching platform
- Simultaneous voice and screen recording
- Customizable evaluation forms
Cons:
- Occasional integration issues
- Requires training for effective use
Other Call Center Quality Management Software
Here are some additional call center quality management software options that didn’t make it onto my shortlist, but are still worth checking out:
- mySQM Auto QA
For automated QA
- Medallia
For real-time feedback
- Call Center Studio
For cloud-based operations
- MaestroQA
For agent coaching tools
- Genesys Cloud CX
For AI-driven analytics
- VoiceSpin
For real-time call monitoring
- Eleveo
For small to mid-sized teams
- Scorebuddy
For customizable scorecards
- Convin
For automated call evaluations
- Crevoai
For multilingual support
Call Center Quality Management Software Selection Criteria
When selecting the best call center quality management software to include in this list, I considered common buyer needs and pain points like improving agent performance and ensuring compliance. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Monitor agent performance
- Evaluate call recordings
- Provide feedback and coaching
- Generate performance reports
- Ensure compliance with regulations
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven insights
- Real-time analytics
- Customizable evaluation forms
- Multichannel support
- Speech and sentiment analysis
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface design
- Ease of navigation
- Minimal learning curve
- Customization options
- Mobile accessibility
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to webinars and tutorials
- Comprehensive documentation
- Support during setup and migration
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- Availability of 24/7 support
- Access to live chat assistance
- Responsiveness to inquiries
- Quality of troubleshooting resources
- Availability of a dedicated account manager
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing
- Features included in the base price
- Availability of scalable plans
- Cost compared to similar tools
- Transparency of pricing structure
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Consistency of positive feedback
- Commonly reported issues
- User satisfaction with support
- Functionality praised by users
- Frequency of software updates
How to Choose Call Center Quality Management Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
| Scalability | Ensure the software can grow with your team. Consider if it can handle increasing call volumes and support additional users without performance issues. |
| Integrations | Look for compatibility with your existing tools like CRM systems. Seamless integration improves workflow and data consistency across platforms. |
| Customizability | Evaluate if you can tailor features to fit your specific needs. Customizable evaluation forms and reports can enhance relevance and effectiveness for your agents. |
| Ease of Use | Choose software with an intuitive interface. Your team should require minimal training to navigate features and perform essential tasks efficiently. |
| Budget | Assess if the software fits within your financial constraints. Compare pricing tiers and what features are included to ensure you're getting value for money. |
| Security Safeguards | Verify that the software complies with data protection regulations. Look for features like encryption and secure access controls to protect sensitive information. |
| Reporting Tools | Consider the depth and flexibility of reporting capabilities. You should be able to generate insights that drive performance improvements. |
| Customer Support | Check the availability and quality of customer support services. Reliable support can be crucial during implementation and for ongoing troubleshooting. |
Trends in Call Center Quality Management Software
In my research, I sourced countless product updates, press releases, and release logs from different call center software vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI-powered insights: AI is being used to analyze call data and provide actionable insights. It helps identify patterns in customer interactions, enabling teams to improve service quality. Vendors like Five9 are integrating AI to offer predictive analytics.
- Sentiment analysis: This feature uses natural language processing (NLP) to gauge customer emotions during calls, to understand customer satisfaction and areas needing improvement. Medallia is one vendor utilizing sentiment analysis to enhance customer experience.
- Omnichannel monitoring: With customers using multiple channels, tools now offer monitoring across voice, chat, and social media. This ensures consistent service quality. Bright Pattern is known for its omnichannel capabilities.
- Real-time feedback: Immediate feedback mechanisms help agents with performance calibration on the fly. This trend is vital for maintaining high service standards. Tools like Calabrio provide real-time monitoring and coaching.
- Cloud-based flexibility: More vendors are offering cloud-based solutions for scalability and remote access. ipSCAPE is one example, providing cloud-based integration for easy scalability.
What Is Call Center Quality Management Software?
Call center quality management software is used to monitor and improve the performance of call center agents. These tools are typically used by call center managers and quality assurance teams to ensure high customer service standards.
Features like real-time feedback, sentiment analysis, and AI-powered insights help with evaluating agent interactions, understanding customer emotions, and providing actionable feedback. Overall, these tools enhance service quality and boost customer satisfaction.
Features of Call Center Quality Management Tools
When selecting call center quality management software, keep an eye out for the following key features:
- Real-time feedback: Provides immediate insights to agents, allowing them to adjust their performance during calls.
- Sentiment analysis: Uses natural language processing to gauge customer emotions, helping improve customer satisfaction.
- AI-powered insights: Analyzes call data to identify patterns and provide actionable recommendations for service improvements.
- Omnichannel monitoring: Ensures consistent service quality by monitoring interactions across voice, chat, and social media channels.
- Customizable scorecards: Allows you to set specific evaluation criteria that align with your business goals.
- Predictive analytics: Helps forecast call volumes and optimize staffing to maintain service quality during peak times.
- Cloud-based flexibility: Offers scalability and remote access, essential for adapting to remote work environments.
- Automated call scoring: Reduces manual evaluation efforts by providing consistent and objective assessments of agent performance.
Benefits of Call Center Quality Management Software
Implementing call center quality management software provides several benefits for your team and your business. Here are a few you can look forward to:
- Enhanced agent performance: Real-time feedback and customizable scorecards help agents improve their interactions and meet performance standards.
- Improved customer satisfaction: Sentiment analysis and AI-powered insights enable you to better understand and address customer needs.
- Consistent service quality: Omnichannel monitoring ensures that customers receive a uniform experience across all communication channels.
- Efficient resource management: Predictive analytics help optimize staffing and manage call volumes effectively.
- Reduced manual workload: Automated call scoring provides objective assessments, freeing up your team to focus on strategic tasks.
- Scalability: Cloud-based flexibility allows your system to grow with your business.
- Actionable insights: Data-driven recommendations help you make informed decisions to enhance service quality and operational efficiency.
Costs and Pricing of Call Center Management Software
Selecting call center quality management software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in call center quality management software solutions:
Plan Comparison Table for Call Center Quality Management Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic monitoring, limited reporting, and basic support. |
| Personal Plan | $5-$25/ user/month | Enhanced monitoring, customizable scorecards, and email support. |
| Business Plan | $30-$60/ user/month | Real-time analytics, sentiment analysis, and phone support. |
| Enterprise Plan | $70-$150/ user/month | Advanced AI insights, omnichannel monitoring, and dedicated account management. |
Call Center Quality Management Software FAQs
Here are some answers to common questions about call center quality management software:
What are the parameters of QA in a call center?
Quality assurance in a call center typically involves metrics like:
- Average Speed of Answering (ASA) or Average Handle Time
- First-Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
These metrics help you evaluate how efficiently your team handles calls and how satisfied customers are with the service. Monitoring these parameters ensures that your call center maintains high-quality interactions.
How does call center quality management software improve agent performance?
Quality management software provides detailed insights into agent interactions through features like call recordings and real-time feedback. By analyzing these interactions, you can identify areas where agents excel or need improvement. This targeted feedback helps your team enhance their skills and deliver better customer service.
Can call center quality management software integrate with existing systems?
Yes, many quality management tools offer integrations with popular systems like CRM platforms. These integrations streamline data flow between your call center and other business functions, ensuring that information is consistent and accessible. This connectivity enhances operational efficiency and customer support.
How do AI-powered insights benefit call center quality management?
AI-powered insights can help you analyze call data to identify patterns and trends that might not be immediately obvious. This helps you make informed decisions about training, staffing, and customer engagement strategies. AI can also automate routine evaluations, freeing up your team to focus on more strategic tasks.
What should I look for in a call center quality management tool?
When choosing a call center QA tool, consider factors like:
- Scalability
- Ease of use
- Ability to customize evaluation criteria
- Real-time feedback
- Sentiment analysis
These factors ensure the tool aligns with your business needs.
How does real-time feedback impact customer satisfaction?
Real-time feedback allows agents to adjust their approach during interactions, improving the quality of service they provide. This immediate response to customer needs can lead to higher satisfaction levels, as issues are addressed promptly and effectively. It also fosters a culture of continuous improvement within your team.
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