10 Best Call Centre Quality Assurance Software For 2025

What Is Call Centre Quality Assurance Software?

Call centre quality assurance software is a tool designed to monitor, evaluate, and improve the performance of customer service agents. It helps teams track calls, assess interactions, and identify areas where agents can enhance their communication, compliance, and problem-solving skills.

The software provides actionable insights through scorecards, analytics, and real-time feedback. It ensures consistent service quality, improves customer satisfaction, and supports agent development. For contact centres and BPOs, it’s a key solution for maintaining high standards across every customer interaction.

Pros

• Simple, intuitive dashboards that reduce setup and training time.
• All-in-one solution combining monitoring, productivity tracking, and analytics for streamlined QA processes
• Smooth onboarding process with strong support to help teams start quickly without disruption.
• Affordable pricing plans designed for call centres without hidden costs or unexpected add-ons.
• Enables targeted coaching to improve agent skills and service quality.
• Enhances client satisfaction through smoother and more effective calling experiences.
• Data-driven insights that help identify performance gaps and workflow inefficiencies.
• Supports continuous growth with real-time visibility and actionable feedback.

Cons

• Occasional slowdowns during navigation or updates can interrupt the overall workflow.
• The dashboard may feel a bit crowded for users who prefer a very minimal and lightweight design.

Features

• Call Monitoring: Enables supervisors to listen to both on-call and off-call activities, ensuring every customer interaction meets compliance and quality expectations.
• Productivity Tracking: Monitor employee performance and ensure service standards are consistently met.
• Time Tracking: Accurately track working hours to simplify billing, payroll, and performance evaluation.
• Real-Time Monitoring: Observe live operations to identify and resolve issues immediately.
• Activity Reports: Generate detailed reports to analyse performance metrics and improve efficiency.
• Client Service Management: Track client interactions to ensure service delivery meets expectations.
• Suspicious Activity Alerts: Get notified about unusual or unproductive activities to maintain compliance and transparency.
• Integrations: Connects seamlessly with leading CRMs and helpdesk tools like Salesforce and HubSpot to create a smooth workflow.
• Customisable Workflows: Gives flexibility to design QA processes that fit your call centre’s unique operational requirements and compliance goals.

Use Cases

• Small to enterprise call centres seeking quick setup and actionable QA insights.
• BPOs focused on maintaining consistent evaluation across hundreds of agents.
• Teams aiming to track productivity, time, and service quality from one dashboard.
• Well-suited for industries such as e-commerce, fintech, healthcare, and SaaS support.

Pricing

Time Champ has flexible and transparent pricing plans that accommodate various call centre requirements. There is a 7-day free trial where a team has an opportunity to explore the platform. before making a decision.

• Starter : Priced from $3.9/user/month, this plan includes core features such as interactive mode and app and website tracking.
• Professional : Starting at $6.9/user/month, it includes all Starter features along with silent mode, detailed reporting, and URL tracking.

Best suited to expand teams that require greater analytics, reporting, and integration with other applications.

• Enterprise : From $13.9/user/month, this plan is designed for larger organisations and offers advanced capabilities like live video monitoring and dedicated support.

Reviews

• G2 : 4.8/5
• Capterra : 4.9/5

2. Talkdesk

Talk desk is a cloud-based contact centre software that provides tools to help manage customer interactions across multiple channels. Its platform focuses on streamlining communication, improving call handling, and offering options for monitoring and reporting.

Pros

• AI-powered analytics to detect and improve call quality checks.
• Seamless integrations with CRMs and customer support platforms.
• Real-time monitoring with live coaching to guide agents effectively.
• Workforce management tools that trace the scheduling and adherence of the agents.
• The steady performance of the system facilitates stable uptime of call handling.

Cons

• It may be challenging for smaller teams to use effectively due to its broad features and complex setup requirements.
• Advanced analytics may require extra setup or exporting.
• Some features are only available in higher plans, making it costly as you scale.
• Occasional call quality or connectivity issues reported.
• New users have a steep learning curve because of the extensive feature set.

Features

• An AI-powered virtual agent to handle routine customer queries.
• A biometric authentication system that strengthens security and compliance.
• An AI assistant that provides real-time guidance to agents during calls.
• Built-in tools for call evaluations, feedback, and coaching improvements.
• Live and historical reporting in order to monitor performance and detect trends.

Use Cases

• Suitable for businesses looking for call monitoring and reporting.
• Useful for teams handling multi-channel customer support.
• Works for industries like retail, SaaS, and service-based businesses.

Pricing

• CX Cloud Digital Essentials: $85 per user, per month
• CX Cloud Digital Essentials: $85 per user, per month
• CX Cloud Elite: $165 per user, per month

Reviews

• G2 : 4.4/5
• Capterra : 4.5/5

3. Salesforce Service Cloud

Salesforce Service Cloud is a customer service platform designed to help support teams manage cases, streamline workflows, and provide faster resolutions. It integrates customer data and automation with collaboration using AI-driven tools such as Agent Force, along with a unified workspace to deliver customer service more effectively over different channels such as email, chat, phone, and self-service.

Pros

• AI assistance helps agents resolve cases more quickly and accurately.
• Omni-channel routing makes sure that the cases are directed to the appropriate agents.
• Unified workspace gives a complete view of each customer interaction.
• Automation characteristics eliminate repetitive work and enhance productivity.
• Strong reporting tools to measure service efficiency and team performance.

Cons

• The price may be more expensive than other solutions on the market.
• The complexity of setup may require technical expertise or admin support.
• Some users report a steep learning curve for new features.
• Advanced AI and automation tools often require higher-tier plans.
• Smaller teams may find customisation options overwhelming.

Features

• Service rep assistant provides step-by-step guidance, and automated case workflow processes to agents to perform with greater efficiency.
• The service console provides a simple workspace where agents can manage calls, finish tasks, and view helpful insights easily.
• Incident detection & response identifies potential service disruptions and helps teams act before they escalate.
• Broadcast communications share real-time status updates with customers and teams to reduce confusion during incidents.
• Swarming dashboards and reports monitor collaboration work and provide the influence of swarming on the resolution time.

Use Cases

• Most appropriate for mid-size to enterprise-level contact centres that need advanced case management and AI support.
• Applicable to industries that face large volumes of customers, such as telecom, retail, SaaS, and financial services.
• Works well for teams needing strong automation and cross-channel communication in one platform.

Pricing

• Starter Suite: $25 per user, per month
• Pro Suite: $100 per user, per month (billed annually)
• Enterprise: $175 per user, per month (billed annually)
• Unlimited: $350 per user, per month (billed annually)

Reviews

• G2 : 4.4/5
• Capterra : 4.5/5

4. Scorebuddy

Scorebuddy is a quality assurance software built specifically for call centres and customer support teams. It focuses on evaluating agent performance through detailed scorecards, making it easier for managers to track service standards, highlight strengths, and identify areas for improvement.

Pros

• Comprehensive scorecard system for structured agent evaluations.
• Easy to set up with minimal training required.
• Useful reporting tools to analyse trends and performance metrics.
• Cloud-based platform, accessible from different locations.
• Strong focus on compliance and maintaining service standards.

Cons

• Limited features beyond quality assurance compared to all-in-one platforms.
• The number of integration options is lower than that of some competitors.
• It can feel restrictive for teams needing broader analytics capabilities.
• Some users mention that the interface is less modern.
• Advanced customisation of scorecards may require extra effort.

Features

• AI-powered autoscoring enables the evaluation of all customer interactions quickly and efficiently.
• Personalised dashboards give the agents personal performance feedback and specific coaching advice.
• Advanced AI analytics reveal trends, patterns, and sentiment to improve service quality.
• Automated workflows streamline QA assignments and feedback delivery for teams of any size.
• Enterprise-grade compliance and security ensure data protection and adherence to standards like ISO27001.

Use Cases

• Best for small to mid-size call centres focused on structured agent evaluation.
• Applicable in the case of BPOs, which require standardisation of quality checks among various teams.
• Works well in industries like finance, healthcare, and retail where compliance is critical.

Pricing

Contact Scorebuddy directly to get pricing details.

Reviews

• G2 : 4.5/5
• Capterra : 4.5/5

5. NICE CXone

NICE CXone is a cloud-based customer experience platform that helps contact centres manage customer interactions across multiple channels. It offers call monitoring, quality assurance, and agent performance management tools with analytics and automation to enhance the overall efficiency of the services.

Pros

• AI-powered insights to monitor agent performance and improve service quality.
• Omnichannel support for calls, chat, email, and messaging platforms.
• Real-time monitoring and coaching to guide agents during interactions.
• Robust reporting tools to track trends and team efficiency.
• Flexible cloud-based platform suitable for growing teams.

Cons

• As a standalone QA tool, flexibility is somewhat limited.
• The characteristics of AI are closer to workforce management than real-time coaching.
• Smaller teams with no technical knowledge can find it complicated.
• Higher pricing tiers may be required to unlock full functionality.
• Some users note that setup and customisation take more effort than expected.

Features

• Voice and screen capture enable detailed reviews of full customer conversations.
• Native integration with NICE WFM and analytics brings together quality, staffing, and forecasting in one system.
• Rule-based workflows and scoring templates create structured QA processes and compliance checks across teams.
• Automated quality management (AQM) gives full control of QA operations and performance tracking.
• Sentiment analysis is useful in determining how customers feel and how satisfied they are in the process of interaction.

Use Cases

• Fits perfectly with large enterprises that have already made investments in the NICE ecosystem.
• Useful in teams where the emphasis is placed on compliance, documentation and a formal QA workflow.
• A good fit for contact centres wanting QA visibility as part of a broader WFM and CX stack.

Pricing

• CXone Mpower Ultimate Suite: $ 249 per month
• CXone Mpower Digital Agent: $71 per month
• CXone Mpower Complete Suite: $209 per month

Reviews

• G2 : 4.3/5
• Capterra : 4.2/5

6. Five9

Five9 is a cloud-powered contact centre platform that comes with integrated quality management capabilities. It helps organisations to call records, monitor agent performance and provide real-time coaching. The platform combines communication tools, reporting, and integrations to help improve service quality and operational efficiency.

Pros

• Provides a complete contact centre solution with built-in QA functions.
• Easily integrates with widely used CRM systems.
• Offers detailed dashboards for tracking performance and quality scores.
• Supports structured coaching and guided feedback.
• Well-suited for handling large volumes of customer interactions.

Cons

• Setup and configuration can be more complex than standalone QA tools.
• Advanced analytics may require purchasing extra modules.
• Pricing can be higher for smaller teams.
• The wide feature set may take time for new users to fully adopt.
• Customisation often requires technical expertise.

Features

• Intelligent call and screen recording captures full interactions for review and training.
• Flexible scorecards allow customised evaluation across varied conversation types.
• Dashboards present key metrics and quality trends in real time.
• Coaching workflows simplify delivering feedback and tracking improvements.
• Integration options connect smoothly with CRM and workforce systems.

Use Cases

• Medium to large teams managing high customer call volumes.
• Suitable for businesses in fields such as finance, healthcare, retail and technology.
• Companies that require sophisticated monitoring as well as CRM integration.

Pricing

• Digital: $119 per user per month
• Core: $159 per user per month
• Plus: Contact sales for flexible pricing
• Pro: Contact sales for flexible pricing

Reviews

• G2 : 4.1/5
• Capterra : 4.2/5

7. AmplifAI

Amplified is an AI-powered platform built to enhance quality management in contact centres. It automates QA coverage, coaches by using data and offers advanced analytics to enhance agent performance. It easily integrates with CCaaS, CRM, and WFM tools to centralise data and improve team efficiency. The platform helps teams identify gaps, boost skills, and ensure consistent customer experiences.

Pros

• Automates QA evaluations for greater coverage and efficiency.
• AI-driven coaching helps personalise training for agents.
• Transparent dashboards offer clear visibility at all levels.
• Strong integration options with popular contact centre tools.
• Supports large-scale teams and complex operations.

Cons

• AI sometimes misreads neutral responses as negative.
• Reporting capabilities can feel restrictive for detailed needs.
• It may be overwhelming for very small teams.
• Advanced setup requires a learning curve.
• When customising, additional time is required to set it up.

Features

• Auto QA coverage scores every interaction to highlight quality and compliance gaps.
• Coaching tools based on performance bridge the gap between knowledge and specific training activities.
• The unified data hub integrates information from 150+ platforms into one system.
• Role-specific dashboards provide agents, managers, and executives with individual performance perspective views.
• Proactive compliance checks detect risks early and reduce audit concerns.

Use Cases

• Mid-to-large contact centres aiming to scale QA and coaching with AI.
• BPOs have a wide range of clients requiring regular attention.
• Enterprises that want to combine performance management and quality monitoring.

Pricing

• Contact AmplifAI directly to get pricing details.

Reviews

• G2 : 4.7/5
• Capterra : -

8. Calabrio

Calabrio is a workforce optimisation and quality management software that aids contact centres to enhance customer experiences and efficiency. It integrates scheduling, performance monitoring, and analytics into a single solution and allows organisations to adjust staffing requirements, gauge agent interactions, and guarantee compliance. With its flexible modules and integration options, Calabrio supports both operational control and long-term strategic planning.

Pros

• Combines workforce optimisation and quality management in one system.
• Strong integration support with major contact centre platforms.
• Provides customisable dashboards and in-depth reporting.
• Includes advanced speech and desktop analytics.
• Offers coaching tools to improve agent performance.

Cons

• Initial implementation may be complicated and time-consuming.
• Smaller teams may find the platform too heavy.
• Advanced functionality often requires multiple add-on modules.
• Reporting options may feel overwhelming without training.
• Ongoing management can require dedicated resources.

Features

• Shift scheduling to match staffing levels with demand changes.
• Speech and text Analytics to uncover patterns and customer sentiment.
• Interaction recording across channels for training and compliance.
• Customisable dashboards for monitoring key performance indicators.
• Agent coaching tools to deliver feedback and skill development.

Use Cases

• Ideally suited to large to mid-sized companies.
• Best suited to contact centres with complicated scheduling and compliance requirements.
• Ideal for industries like telecom, banking, healthcare, and retail, where detailed analytics and workforce management are critical.

Pricing

• Contact Calabrio directly to get pricing details.

Reviews

• G2 : 4.5/5
• Capterra : 4.5/5

9. Nextiva

Nextiva is a cloud-based contact centre platform that brings customer communications, insights, and workflows into one system. It helps teams manage conversations across channels, gain a better understanding of customer needs, and use automation to streamline operations. Nextiva is built with AI-based features and workforce engagement tools to enhance customer experience and agent experience.

Pros

• Unified platform for handling multiple communication channels.
• AI-powered workflows simplify routine processes.
• Offers real-time customer insights to improve support.
• Flexible and scalable for growing organisations.
• Powerful workforce engagement services to help agents.

Cons

• Advanced automation may require additional training for teams.
• Smaller companies might not use all the available features.
• Pricing can become higher as more tools are added.
• Poor customisation capability as compared to niche solutions.
• Implementation may take time for large-scale setups.

Features

• Omnichannel support to handle calls, chat, email, SMS and social all in a single location.
• Customer journey orchestration to connect data and automate workflows in real time.
• AI-powered insights that track customer sentiment and support smarter decisions.
• Workforce engagement tools to reduce agent fatigue and improve retention.
• Open architecture design is flexible and can be extended.

Use Cases

• Best suited for mid-sized and large businesses needing scalable communication solutions.
• Works well for customer-centric industries like retail, healthcare, and finance.
• Perfect with teams seeking to simplify customer experience and agent operations through AI-based applications.

Pricing

• Core: $15 per user, per month
• Engage: $25 per user, per month
• Power Suite CX: $75 per user, per month

Reviews

• G2 : 4.5/5
• Capterra : 4.6/5

10. Genesys Cloud CX

Genesys Cloud CX is an advanced customer experience platform that brings AI, automation, and omnichannel engagement together to create smoother interactions between businesses and their customers. It streamlines the complicated processes by linking all the customer-related experiences, enables the teams to be productive and active. With its all-in-one approach, companies can deliver personalised experiences that feel consistent across every touchpoint.

Pros

• Brings customer and employee experience management together
• Strong AI-driven tools for smarter routing and engagement.
• Scales easily for growing businesses with increasing interaction volumes.
• Helps reduce customer wait times through predictive engagement.
• upports better agent performance with built-in gamification and coaching.

Cons

• The setup process can take up to three months.
• Not suited to teams that require rapid deployment.
• Requires a minimum number of users to start.
• Not as practical with small teams or startups.
• Pricing is higher than many alternatives.

Features

• Speech & text analysis can assist in determining the patterns, the compliance risk, and the areas that the agents may require additional training.
• Workflow automation reduces manual work with accurate routing and streamlined back-office processes.
• Journey tracking allows businesses to trace and enhance customer journeys with several touchpoints.
• The performance management maintains the motivation of employees by means of gamification and real-time feedback.
• Smart scheduling makes it easier to create flexible schedules that align with demand, even during peak times.

Use Cases

• Best suited for enterprises managing large-scale customer interactions across multiple channels.
• Works well for sectors like telecom, banking, insurance, and e-commerce, where service quality is critical.
• Perfectly suited to companies that require high-level analytics, artificial intelligence-based interactions, and automated workforce optimisation.

Pricing

• Genesys Cloud CX 1: $75 USD per user, per month (billed annually)
• Genesys Cloud CX 2: $115 USD per user, per month (billed annually)
• Genesys Cloud CX 3: $155 USD per user, per month (billed annually)
• Genesys Cloud CX 4: $240 USD per user, per month (billed annually)

Reviews

• G2 : 4.4/5
• Capterra : 4.3/5

Call Centre Quality Assurance Software Checklist  

Choosing the right call centre quality assurance software is about finding a solution that truly fits your business needs. The right solution should fit smoothly into your business, empower your team, and create a measurable impact on customer satisfaction. Here are the key factors to look at before making a decision:

1. Cost and Value

Price always matters, but it shouldn’t be the only deciding factor. Rather than concentrating only on the subscription fee, consider the payback you will get on better efficiency, less churn and greater compliance. A platform that saves time and boosts performance will quickly justify its cost.

2. Compatibility with Your Tech Stack

Your QA software should seamlessly integrate with the tools your team already uses, whether that’s CRM, helpdesk, or workforce management platforms. This ensures smooth operations, reduces disruptions, and keeps workflows connected without forcing agents to switch between multiple systems.

3. Core Features That Matter

Not every platform offers the same set of tools. Focus on essentials like call recording, scorecards, AI-driven insights, and real-time dashboards. The appropriate combination of features is necessary so that you can track the performance, coach effectively, and provide excellent customer experiences all the time.

4. Support and Onboarding

Even the most powerful software can feel overwhelming without proper guidance. Look for providers that offer strong onboarding, training resources, and responsive customer support. This simplifies the adoption process and saves time and frustration for your team.

5. Security and Compliance

Customer conversations can be a sensitive topic, and your software should be of high security standards. Compliance with data protection regulations not only protects your business but also builds trust with customers.

6. Room to Scale

As your call centre grows, your QA needs will expand too. Choose software that can scale with you, whether it’s handling more users, adding new channels, or adopting advanced analytics. This will make sure that your investment continues to pay off in the long run.

Conclusion  

Finding the right call centre quality assurance software is about more than checking features, it’s about choosing a solution that strengthens your team, protects customer trust, and drives consistent results. The tools on this list show how technology can help make monitoring easier, enhance coaching, and raise service standards. Selecting a platform that matches your needs and growth plans, you’ll be better equipped to deliver reliable, customer-focused experiences in 2025 and beyond.