---
description: Discover the best Contact Center Quality Assurance Software for your organisation. Compare top Contact Center Quality Assurance Software tools with customer reviews, pricing and free demos.
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title: Best Contact Center Quality Assurance Software - 2026 Reviews, Pricing & Demos
---

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# Contact Center Quality Assurance Software

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## Products

1. [Hiya Connect](https://www.softwareadvice.co.uk/software/183013/hiya-connect) (0 reviews) — Your customers stopped answering the phone. We're changing that. Hiya helps businesses get recognized, trusted, and a...
2. [Natterbox](https://www.softwareadvice.co.uk/software/99614/freedom) — 4.1/5 (22 reviews) — Natterbox exists to push the boundaries of customer experience. As the fastest-growing Salesforce voice solution for ...
3. [Zoho Desk](https://www.softwareadvice.co.uk/software/393877/zoho-desk) — 4.5/5 (2216 reviews) — Zoho Desk is a cloud-based customer service help desk solution that serves businesses of all sizes, from startups and...
4. [RingEX](https://www.softwareadvice.co.uk/software/173497/officeuk) — 4.2/5 (1206 reviews) — RingEX is a cloud-based business communications solution that offers tools for Messaging, Video and Phone. Core featu...
5. [Nextiva](https://www.softwareadvice.co.uk/software/2683/nextiva-business-voip) — 4.6/5 (931 reviews) — Nextiva is a cloud-based communication and customer experience platform that helps businesses of all sizes manage cal...
6. [Salesforce Service Cloud](https://www.softwareadvice.co.uk/software/363691/service-cloud) — 4.5/5 (833 reviews) — Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions ac...
7. [Talkdesk](https://www.softwareadvice.co.uk/software/20039/talkdesk) — 4.5/5 (734 reviews) — Talkdesk provides a modern, AI-native customer experience platform that helps customer service, sales, and support te...
8. [GoTo Connect](https://www.softwareadvice.co.uk/software/2766/GoTo-Connect) — 4.5/5 (671 reviews) — GoTo Connect is the all-in-one phone, meeting and messaging software built for SMBs. It boasts an enterprise-class ph...
9. [NiCE CXone](https://www.softwareadvice.co.uk/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (582 reviews) — NiCE is a cloud-based platform with native applications for ACD/IVR, omnichannel routing, workforce engagement manage...
10. [Five9](https://www.softwareadvice.co.uk/software/20063/five9) — 4.2/5 (487 reviews) — Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers w...
11. [Genesys Cloud CX](https://www.softwareadvice.co.uk/software/323407/pureconnect) — 4.3/5 (271 reviews) — Genesys Cloud CX is a cloud-based contact center platform that helps businesses of all sizes — from small companies t...
12. [CloudTalk](https://www.softwareadvice.co.uk/software/71871/cloudtalk) — 4.4/5 (271 reviews) — CloudTalk is an AI-powered, cloud-based call center solution designed for modern sales and customer support teams. It...
13. [Calabrio ONE](https://www.softwareadvice.co.uk/software/231268/calabrio-one-suite) — 4.5/5 (263 reviews) — Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabri...
14. [XM for Customer Experience](https://www.softwareadvice.co.uk/software/94382/qualtrics-customerxm) — 4.6/5 (255 reviews) — Move beyond manual, subjective quality management processes with the world's most advanced, AI-driven platform for co...
15. [Insightful](https://www.softwareadvice.co.uk/software/171184/Insightful) — 4.8/5 (253 reviews) — Insightful is a work data platform that delivers intelligence about how work actually happens, so companies can impro...
16. [Convin](https://www.softwareadvice.co.uk/software/404632/convin) — 4.9/5 (232 reviews) — Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic envir...
17. [JustCall](https://www.softwareadvice.co.uk/software/75453/justcall) — 4.1/5 (225 reviews) — JustCall is a cloud-based communication platform designed for sales teams, support teams, and contact centers ranging...
18. [Zendesk Contact Center](https://www.softwareadvice.co.uk/software/343887/klaus) — 4.4/5 (205 reviews) — Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships thro...
19. [ServiceNow Customer Service Management](https://www.softwareadvice.co.uk/software/356274/servicenow) — 4.4/5 (153 reviews) — ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless cust...
20. [Nextiva Contact Center](https://www.softwareadvice.co.uk/software/20035/nextiva-contact-center) — 4.5/5 (112 reviews) — Nextiva Contact Center is an AI-enabled solution that helps businesses manage customer interactions. The platform inc...
21. [Playvox](https://www.softwareadvice.co.uk/software/214699/playvox) — 4.8/5 (109 reviews) — Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with p...
22. [Bright Pattern](https://www.softwareadvice.co.uk/software/20023/servicepattern) — 4.8/5 (104 reviews) — Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service i...
23. [Amazon Connect](https://www.softwareadvice.co.uk/software/352892/amazon-connect) — 4.5/5 (96 reviews) — Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learnin...
24. [Zingtree](https://www.softwareadvice.co.uk/software/161767/zingtree-agent-scripting) — 4.4/5 (95 reviews) — Zingtree Agent Scripting is a cloud-based call center scripting solution for call centers in all industries. Users ca...
25. [Dialshree](https://www.softwareadvice.co.uk/software/370837/dialshree) — 4.7/5 (74 reviews) — Dialshree offers a single point of access to all the information they need regarding leads, opportunities, accounts, ...

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## Related Categories

- [Workforce Management Software](https://www.softwareadvice.co.uk/directory/374/workforce-management-software/software)
- [Customer Service Software](https://www.softwareadvice.co.uk/directory/255/customer-service/software)
- [Call Center Workforce Management Software](https://www.softwareadvice.co.uk/directory/1855/workforce-management-optimization/software)
- [Contact Centre Software](https://www.softwareadvice.co.uk/directory/4389/contact-center/software)
- [Customer Experience Software](https://www.softwareadvice.co.uk/directory/4574/customer-experience/software)

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A built-in AI assistant handles routine inquiries, summarizes ticket threads, suggests replies, and detects unusual ticket activity. Self-service tools include a branded help center, knowledge base, community forums, and an embeddable widget for websites and apps. Real-time dashboards and custom reports give managers visibility into team performance and customer satisfaction. The platform also supports 20-plus agent languages and knowledge base content in 35-plus languages for global teams.\n\nZoho Desk integrates with 360-plus third-party apps and the broader Zoho ecosystem. Mobile apps are available for iOS and Android. Support is provided via email, phone, live chat, and a knowledge base.","image":"https://images.g2crowd.com/uploads/product/image/64053aa8e6f62c8428f8fab92ee1c9d3/zoho-desk.jpg","url":"https://www.softwareadvice.co.uk/software/393877/zoho-desk","@type":"ListItem"},{"name":"RingEX","position":4,"description":"RingEX is a cloud-based business communications solution that offers tools for Messaging, Video and Phone. Core features of the solution include conferencing, auto-recording and unlimited long-distance and local calling.\n\n\nRingEX is a fully integrated mobile-based phone system that helps keep employees connected via a variety of business and personal devices including smartphones, tablets, desktops and phones.\n\n\nThe RingCentral mobile app is integrated with the phone system and keeps employees connected to customers and colleagues from anywhere. Additionally, RingCentral integrates with basic email platforms and other applications such as Salesforce CRM, Box, Dropbox and Google Docs.\n\n\nRingEX gets businesses up and running within minutes. All phones are ready for immediate use and setup. Users can manage their own phone preferences without IT help.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/3766495d-3c37-44ed-ae0c-4ccd24835955.png","url":"https://www.softwareadvice.co.uk/software/173497/officeuk","@type":"ListItem"},{"name":"Nextiva","position":5,"description":"Nextiva is a cloud-based communication and customer experience platform that helps businesses of all sizes manage calls, messaging, and customer interactions in one place. It serves industries such as healthcare, retail, finance, and professional services. Nextiva includes tools for voice calling, video meetings, team chat, and contact center management, helping teams handle customer conversations across multiple channels. Businesses can track customer history, manage support tickets, and monitor performance through built-in analytics and reporting. The platform connects with popular third-party tools like CRM and helpdesk software to keep workflows organized. Support is available via phone, live chat, email, and an online knowledge base.","image":"https://images.g2crowd.com/uploads/product/image/0b0744d9d5ca4f29db86a956c2bcc175/nextiva.png","url":"https://www.softwareadvice.co.uk/software/2683/nextiva-business-voip","@type":"ListItem"},{"name":"Salesforce Service Cloud","position":6,"description":"Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions.\n\nKey features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers.\n\nService Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/9aaf4fc8-6613-49c5-98cc-efcc446130b0.jpeg","url":"https://www.softwareadvice.co.uk/software/363691/service-cloud","@type":"ListItem"},{"name":"Talkdesk","position":7,"description":"Talkdesk provides a modern, AI-native customer experience platform that helps customer service, sales, and support teams operate a human-AI hybrid workforce across voice and digital channels. The platform provides enterprise-grade Contact Center as a Service (CCaaS) to support the human workforce and Customer Experience Automation (CXA) to build and manage the AI workforce and orchestrate work across both. CXA can be used with Talkdesk CCaaS or an existing third-party contact center.\n\nWith Talkdesk, teams can deliver connected voice and digital experiences, intelligently route interactions, enable self-service, improve workforce performance, guide employees in real time, and turn customer data into actionable insights. Omnichannel engagement, workforce engagement management, agent guidance, analytics, and automation come together on one platform to support customer journeys across human and AI experiences.\n\nTalkdesk CXA automates and orchestrates how customer needs are resolved across AI agents, human employees, data, knowledge, workflows, and enterprise systems. Agentic AI can reason through goals, use tools, take action, and complete multi-step work, while multi-agent orchestration coordinates specialized AI agents and human workflows across the customer journey. This can include use cases such as updating a billing record, checking a claim status, or rescheduling an appointment rather than only routing a request or generating a response. Talkdesk Data Cloud provides unified, real-time customer and enterprise data and knowledge, while guardrails, governance, observability, and human oversight help organizations maintain control as automation scales.\n\nCXA also supports a continuous automation lifecycle: organizations can analyze prior interactions and performance data to identify high-impact automation opportunities, build and customize agentic AI agents using natural language, test them before customer deployment, orchestrate them in production, and monitor, govern, and continuously optimize performance and outcomes.\n\nOrganizations can deploy Talkdesk CCaaS and CXA together as a unified platform. Or, they can add Talkdesk CXA to an existing cloud, hybrid, or on-premises contact center, allowing teams to start with focused automation use cases and expand over time without replacing their current contact center environment.\n\nTalkdesk offers purpose-built solutions for healthcare, financial services and insurance, retail, public sector, utilities, travel and hospitality, and other industries. Industry-specific AI agents, workflows, integrations, data context, and preconfigured use cases help address customer journeys and operational requirements without starting from a blank slate.\n\nTalkdesk is well suited for midsize and enterprise organizations with complex customer experience operations, particularly those managing high interaction volumes, repetitive work, or processes that span multiple departments and systems. It helps CX, IT, and operations teams reduce manual effort and cost-to-serve, accelerate resolution, improve employee performance, and maintain governance as automation expands.\n\nTalkdesk serves customers in over 100 countries, with implementation, customer care, training, and enablement resources available to support deployment, expansion, and modernization. Its global cloud architecture includes regional data centers and active-active redundancy. Talkdesk maintains a security and compliance program that includes SOC 2, SOC 3, and ISO 27001, as well as support for GDPR requirements. Talkdesk CX Cloud Government Edition is FedRAMP Authorized for U.S. public sector organizations.","image":"https://images.g2crowd.com/uploads/product/image/0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png","url":"https://www.softwareadvice.co.uk/software/20039/talkdesk","@type":"ListItem"},{"name":"GoTo Connect","position":8,"description":"GoTo Connect is the all-in-one phone, meeting and messaging software built for SMBs. It boasts an enterprise-class phone system with 100+ features with inclusive minutes for local, long distance & international calls; video and audio conferencing with screen share for up to 250 people; and messaging for 1:1, Group Chat, Team channels, file sharing, plus SMS for external messages.\n\nGoTo Connect brings communications together with the best admin tools on the market, #1 customer-rated support, and a full suite of customer engagement tools including webinars and contact center— all delivered on the most reliable platform, while priced to give incredible value.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/420d013e-1667-4846-a909-0e533179fe7d.jpeg","url":"https://www.softwareadvice.co.uk/software/2766/GoTo-Connect","@type":"ListItem"},{"name":"NiCE CXone","position":9,"description":"NiCE is a cloud-based 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 CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—all on one enterprise-scale platform.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b3fd65fb-d535-4d3c-a236-4c3eaf5cb32d.jpeg","url":"https://www.softwareadvice.co.uk/software/20067/nice-incontact-cxone-workforce","@type":"ListItem"},{"name":"Five9","position":10,"description":"Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. \n\n\nPowered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. \n\n\nThe AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. \n\n\nFive9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. \n\n\nThe contact center can be up and running in a matter of days and can be scaled up or down based on business needs.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/1e1033bd-ca8f-4fc5-bbf4-42c1f8318b4c.png","url":"https://www.softwareadvice.co.uk/software/20063/five9","@type":"ListItem"},{"name":"Genesys Cloud CX","position":11,"description":"Genesys Cloud CX is a cloud-based contact center platform that helps businesses of all sizes — from small companies to large enterprises — across industries such as retail, healthcare, and financial services. Genesys Cloud CX supports voice, email, chat, and social media interactions from a single interface, giving teams a unified view of customer conversations. Core features include automatic call distribution, interactive voice response, workforce management, and real-time analytics. These tools help contact center teams manage agent schedules, track performance, and handle customer inquiries across multiple channels. Reporting dashboards give managers visibility into queue activity and agent productivity. Support is available via phone, email, live chat, and an online knowledge base.","image":"https://images.g2crowd.com/uploads/product/image/e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png","url":"https://www.softwareadvice.co.uk/software/323407/pureconnect","@type":"ListItem"},{"name":"CloudTalk","position":12,"description":"CloudTalk is an AI-powered, cloud-based call center solution designed for modern sales and customer support teams. It simplifies both inbound and outbound communication by bringing everything together in one intuitive workspace.\n\nWith 80+ advanced calling features and 80+ CRM and helpdesk integrations — including HubSpot, Salesforce, and Pipedrive — CloudTalk empowers teams to automate daily workflows, enhance productivity, and deliver exceptional customer experiences.\n\nEnjoy global coverage in 160+ countries, crystal-clear call quality, and AI Conversational Intelligence that transforms every call into valuable insights.\nTrusted by over 4,000 companies such as Nokia, Glovo, and Valutico.\nStart your FREE 14-day trial today and experience the future of AI-driven calling.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/32f5ff6c-ec9b-48c5-900a-d7d82331f288.png","url":"https://www.softwareadvice.co.uk/software/71871/cloudtalk","@type":"ListItem"},{"name":"Calabrio ONE","position":13,"description":"Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes.\n\nThe Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model.\n\nPowered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/500069fd-0bc8-4df1-ae1b-aa3a752b86dd.webp","url":"https://www.softwareadvice.co.uk/software/231268/calabrio-one-suite","@type":"ListItem"},{"name":"XM for Customer Experience","position":14,"description":"Move beyond manual, subjective quality management processes with the world's most advanced, AI-driven platform for contact centers. Customer Frontlines automatically scores every interaction in real-time and identifies the traits and behaviors 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.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b9a9fb17-83cc-4ab2-a44c-f4ed5371313f.png","url":"https://www.softwareadvice.co.uk/software/94382/qualtrics-customerxm","@type":"ListItem"},{"name":"Insightful","position":15,"description":"Insightful is a work data platform that delivers intelligence about how work actually happens, so companies can improve operations and drive efficiency. Its desktop app records which apps, sites and AI tools people use and what they do in them, without capturing messages, documents or keystrokes.\n\nInsightful turns your work data into a clear picture of how people work, how to organize, what to improve and where to automate. We do that in one app, on one data foundation, with three products:\n\n1. Workforce Analytics shows where people, teams and organizations spend their time, and how to make the best use of it. Know every team's capacity, workload and productivity from day one.\n\n- Productivity & Utilization helps you make the best use of every hour.\n- Time & Attendance gives you accurate hours without manual timesheets.\n- Apps, Websites & AI tools show what gets used and which licenses sit idle.\n- Work Location helps you set office, remote and hybrid policy.\n- Connected Insights lets you query your data from your BI tools, the API and MCP.\n\n2. People Intelligence shows how people work and suggests opportunities to improve their output, across AI Maturity, Team Efficiency, Workload Balance, Work Patterns and Key Person Risk. It's available for organizations with 50 or more seats.\n\n- AI Maturity shows what each person is doing with AI and suggests what they should do with AI to accelerate their goals.\n- Team Efficiency shows how much of each team's week goes to its core work and suggests how each team can get more done.\n- Workload Balance shows who has room and who is carrying too much, and suggests how to reorganize work to maximize output.\n- Work Patterns shows how each person spends the workday and suggests ways to improve focus and execution.\n- Key Person Risk shows whose work the company depends on and suggests how to reduce that dependency.\n\n3. Process Intelligence shows how work flows across your company and where to improve or automate processes.\n\n- Map Workflows shows every process as it runs, with the steps, the tools, the time and the variations across everyone who does it.\n- Prioritize Transformation shows which processes are critical to your business and suggests which ones to transform first.\n- High-Value Automations shows the manual steps in your processes and suggests where automation brings the most value.\n- Cost-Effective AI Spend shows where AI pays back in each process.\n- Prove ROI tracks the value of each process change over time.\n\nHow it works:\n\nInstall the desktop app. It records which apps, sites and AI tools people use and what they do in them, without capturing messages, documents or keystrokes.\n\nSecurity:\n\nInsightful holds a SOC 2 Type II report, audited annually. Our information security management system is aligned with ISO 27001, but we are not currently ISO 27001 certified. Data is encrypted in transit with TLS 1.3 and at rest with AES-256. You choose where your data is hosted: the EU, the US or Saudi Arabia. You can also run Insightful in a private cloud, and Workforce Analytics on-premise. AI processing for People Intelligence and Process Intelligence currently runs in the US, and customer data is never used to train AI models.\nSSO and two-factor authentication work with Okta, Microsoft Entra ID, Google, OneLogin and Slack.\n\nIntegrations:\n\nInsightful connects with more than 50 project management, HR, directory and BI tools. It syncs people, teams and time off from tools like Okta, Microsoft Entra ID, Workday and BambooHR, tasks from Jira and Asana, and meetings from Google and Outlook calendars.\n\nWho uses it:\n\nMore than 5,000 organizations and 210,000 people use Insightful. It fits companies with desk-based teams and two or more managers who will read the reports, and is most common in BPO and contact centers, IT services, insurance, financial services and accounting, healthcare administration, and legal and professional services.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/96a0ac5f-e07a-44a0-8fa2-62158a1f14fb.png","url":"https://www.softwareadvice.co.uk/software/171184/Insightful","@type":"ListItem"},{"name":"Convin","position":16,"description":"Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic environments. With AI-powered real-time agent assistance, automated quality assurance, and personalized coaching, Convin optimizes every interaction to boost agent performance and customer satisfaction. The platform analyzes every conversation, from lead qualification to post-interaction follow-ups, and provides actionable insights that drive better customer engagement and higher conversion rates. Convin’s scalable solution supports 70+ languages and integrates seamlessly into your existing systems, making it ideal for businesses of all sizes.\n\nAI Phone Calls (CX Suite): Automate inbound and outbound calls 24/7 with virtual agents across 70+ languages.\n\n\nReal-Time Agent Assist (Real-time Suite): Equip agents with live guidance and real-time tips to improve performance.\n\n\nSupervisor Assist (Real-time Suite): Monitor conversations and track sentiment trends to prevent escalations.\n\n\nAutomated QA (Post-Interaction Suite): Use AI to score every call, chat, and email interaction, ensuring unbiased quality assurance.\n\n\nAutomated Coaching (Post-Interaction Suite): Reduce onboarding time by 60% with AI-powered coaching based on top-performing agents.\n\n\nAI Learning Management System (Post-Interaction Suite): Track agent progress with customizable assessments and a rich knowledge base.\n\n\nConvin Insights (Voice of Customer Suite): Analyze 100% of conversations to uncover actionable insights into customer behavior and trends.\n\n\nConversation Behavior Analysis (Voice of Customer Suite): Track winning and losing behaviors to refine the sales process and improve outcomes.\n\n\nCustomer Intelligence (Voice of Customer Suite): Identify key customer sentiments, competitor mentions, and product features from customer conversations.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b5c2b340-bae1-4c92-b20d-1ea27fd84f11.png","url":"https://www.softwareadvice.co.uk/software/404632/convin","@type":"ListItem"},{"name":"JustCall","position":17,"description":"JustCall is a cloud-based communication platform designed for sales teams, support teams, and contact centers ranging from small businesses to large enterprises. It serves industries including insurance, real estate, healthcare, financial services, education, and home services.\n\nCore features include voice calling with IVR, call routing, and queues; power, predictive, and parallel dialers; SMS, MMS, and WhatsApp messaging; and local or toll-free numbers across 70+ countries. AI tools handle inbound and outbound calls around the clock, qualify leads, book meetings, and route inquiries without human involvement. Every call is automatically scored and transcribed, giving managers sentiment data and coaching notes without manual review. A visual workflow builder connects voice, SMS, email, and WhatsApp into automated sequences. Over 70 native integrations sync calls, texts, and notes directly into CRMs and helpdesks including Salesforce, HubSpot, and Zendesk, with no manual logging required.\n\nJustCall is accessible via web browser, desktop apps for Windows and Mac, and mobile apps for iOS and Android. No on-premises deployment is available. The platform meets SOC 2 Type II, HIPAA, ISO 27001, GDPR, and PCI DSS compliance standards. Support is available through a knowledge base, live chat, and email.","image":"https://images.g2crowd.com/uploads/product/image/cbc021f5549f2da1c3cff578a375735f/saas-labs-justcall.png","url":"https://www.softwareadvice.co.uk/software/75453/justcall","@type":"ListItem"},{"name":"Zendesk Contact Center","position":18,"description":"Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships through excellent CX.\n\nWith 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.\n\nUse Zendesk QA to:\n* Unlock value from every conversation with AI and AutoQA. You’ll spend less time hunting through a stack of tickets, and more time actually solving issues.\n* Gain full transparency into performance trends. Identify which agents are underperforming or which parts of the customer experience are failing. Evaluate exactly which factors lead to improved CX experience.\n* Jump straight into the fixing phase. Zendesk QA automatically spotlights churn risk, outliers, escalations and more, so you can easily pinpoint and solve gaps in your service.\n* Drastically reduce manual admin work and removing friction by automating your QA processes.\n* Thanks to systematic feedback, you’re equipped to give specific performance guidance to your team. Offer 1:1 coaching or schedule trainings to help struggling agents.\n\nZendesk QA helps customer support organizations improve CX by automating QA operations to drive revenue, boost CSAT, reduce churn, and cut the cost of CX operations.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/e9a4e8b2-a7fe-47d0-b968-ca2a029f886b.jpeg","url":"https://www.softwareadvice.co.uk/software/343887/klaus","@type":"ListItem"},{"name":"ServiceNow Customer Service Management","position":19,"description":"ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management, analytics, self-service portal, and intelligent guidance to streamline customer service operations and reduce the cost to serve.\n\nCSM's self-service portal enables clients to raise requests or complaints, create cases, and track ongoing projects on the channel of their choice. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The Playbooks for CSM module allows agents to request information from clients and manage the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.\n\nWith CSM's case management functionality, customer service agents can manage customer interactions from initial contact to case closure. The platform's analytics capabilities allow businesses to gain valuable insights into customer behavior and track performance indicators. This helps businesses to identify areas of improvement and make data-driven decisions to optimize customer service operations.\n\nThe platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle. CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. \n\nThe ServiceNow platform can also integrate with various third-party applications, enhancing customer service operations by leveraging existing software solutions.\n\nIn summary, ServiceNow CSM is a powerful tool for businesses looking to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, analytics, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses to strengthen their relationships with customers and reduce the cost to serve.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b84586df-7882-4b21-b98c-0b9445dea2a3.jpeg","url":"https://www.softwareadvice.co.uk/software/356274/servicenow","@type":"ListItem"},{"name":"Nextiva Contact Center","position":20,"description":"Nextiva Contact Center is an AI-enabled solution that helps businesses manage customer interactions. The platform includes features to improve agent productivity, foster customer loyalty and provide a unified customer experience. It caters to a range of industries, from small businesses to large enterprises, allowing them to centralize customer conversations and operate more efficiently.\n\nNextiva Contact Center offers AI-powered capabilities such as a knowledge base, secure payment agent assists and automated dispositioning. It provides intelligent routing with situation-based and skill-based algorithms, as well as a workflow engine for managing customer journeys. Additionally, for outbound dialing, the platform offers DID number management, compliance features and lead filtering.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f61fbf61-e385-4ba1-b15b-4ac099bc765d.png","url":"https://www.softwareadvice.co.uk/software/20035/nextiva-contact-center","@type":"ListItem"},{"name":"Playvox","position":21,"description":"Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with precise staffing forecasts. Playvox WFM streamlines forecasting, scheduling, and reporting, driving cost savings and service improvements through instant insights. Implement Playvox QM, harnessing AI, gamification, and automation for efficient scoring and feedback, elevating customer interactions. Integrate AI to expedite issue resolution, replacing manual procedures. Monitor vital KPIs to fulfill customer requirements and financial objectives, securing long-term satisfaction and prosperity.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/28a50137-ebc1-436d-884e-385b7b7c466d.png","url":"https://www.softwareadvice.co.uk/software/214699/playvox","@type":"ListItem"},{"name":"Bright Pattern","position":22,"description":"Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service including inbound and outbound voice, email, chat, and social media. Bright Pattern scales from 5 to 10,000 concurrent agents and provides customer relationship management (CRM) integrations to assist with customer support.\n\n\nBright Pattern supports multiple channels such as voice, chat and web support, social media, and service desks. Customer support teams can access customer information from any web browser, and skills-based call routing can help teams address customer needs by sending support request to the correct team member.\n\n\nBright Pattern Contact Center also includes automatic call re-routing in case of system issues. If, for example, a server fails while a customer service representative is on a call, Bright Pattern will automatically re-route the call to a new server so that the call does not get dropped.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/6b71e7c5-3c61-4752-9b7d-6f2158549fcf.png","url":"https://www.softwareadvice.co.uk/software/20023/servicepattern","@type":"ListItem"},{"name":"Amazon Connect","position":23,"description":"Amazon Connect is a cloud-based contact center service that offers omnichannel customer service using machine learning, interactive voice response, and call routing. The service caters to businesses of all sizes looking to enhance their customer experience, reduce costs, and boost contact center efficiency.\n\nAmazon Connect provides a unified workspace for contact center agents. This workspace delivers a holistic view of the customer and uses generative AI to assist agents. The service also offers AI-powered analytics and optimization capabilities. Additionally, supervisors and managers can view real-time insights, evaluate agent performance and provide tailored coaching to improve customer satisfaction.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/af8c245f-68a1-44b3-8ab0-a6cb44a06291.jpeg","url":"https://www.softwareadvice.co.uk/software/352892/amazon-connect","@type":"ListItem"},{"name":"Zingtree","position":24,"description":"Zingtree Agent Scripting is a cloud-based call center scripting solution for call centers in all industries. Users can create, deploy and analyze agent scripts.\n\n\nScripts can be created using a visual designer or copied from an existing script library and customized. Zingtree saves the last screen and history of each session, so if a call is transferred between agents, the new agent can take over where the previous agent left off.\n\n\nAgent interactions are tracked and saved as transcripts. Users can view sessions for individual agents, generate performance summaries and assess where scripts could be improved. Scripts can be added to existing sites or hosted by Zingtree. The solution integrates with various customer relationship management (CRM) systems, as well as Salesforce and Freshdesk. A separate application is offered for Zendesk.\n\n\nSupport is available through an online portal. Pricing is based on agents and authors, with monthly and yearly plans offered.","image":"https://images.g2crowd.com/uploads/product/image/dab956d3abad0a1613b2e588a5c1210b/zingtree.png","url":"https://www.softwareadvice.co.uk/software/161767/zingtree-agent-scripting","@type":"ListItem"},{"name":"Dialshree","position":25,"description":"Dialshree offers a single point of access to all the information they need regarding leads, opportunities, accounts, contacts, and more. It offers a wide range of features which include appointment scheduling, lead management and follow-ups, email marketing, lead nurturing, social media monitoring and engagement, customer surveys and feedback, analytics dashboards and reporting tools, website visitor tracking and conversion tracking among others.\n\nDialshree automates various tasks related to sales funnels such as lead generation, lead nurturing through email marketing automation platforms like MailChimp or Salesforce Marketing Cloud and social media channels like Facebook Messenger. The software can be deployed on any web browser or mobile device with an internet connection. \n\nVisit us @ https://elisiontec.com/products/contact-center-software/","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/cca13c20-b6b9-495a-b6bc-fe2d58900e0f.jpeg","url":"https://www.softwareadvice.co.uk/software/370837/dialshree","@type":"ListItem"}],"@id":"https://www.softwareadvice.co.uk/directory/4478/quality-assurance/software#itemlist","numberOfItems":25}
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