Contact Centre Quality Assurance Software

This information was sourced from verified user reviews of Zoho Desk

5

1,290

4

Ease of Use 4.4
Customer Service 4.3
Value for Money 4.5

Verified reviewers

+

"Questions about orders or invoices, tickets, and customer administration. We were able to streamline..." Read the full review

Christian

Human Resources Manager in US

This information was sourced from Zoho Desk

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Zoho Desk

Pros:

The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets. Read more

Cons:

No alerts to end user when the ticket is passed from one agent to the next. Read more

This information was sourced from Zoho Desk

Who Uses Zoho Desk?

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without...

Countries available

Argentina, Australia, Belgium, Brazil, Canada, Chile, China, Colombia, France, Germany , India, Indonesia, Italy, Malaysia, Mexico, Netherlands, New Zealand, Peru, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Africa, Spain, Switzerland, Thailand, Türkiye, United Arab Emirates, United Kingdom, United States and 21 others

Languages

Arabic, Brazilian Portuguese, Chinese, Danish, Dutch, English, French, German, Hindi, Indonesian , Italian, Japanese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese and 9 others

XM for Customer Experience

4.6 (250)

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This information was sourced from verified user reviews of XM for Customer Experience

Ease of Use 4.4
Customer Service 4.7
Value for Money 4.5

Verified reviewers

+

"It is a powerful software, intuitive in many aspects, the surveys have a level of customization of..." Read the full review

Andrea

Process Engineer in Chile

This information was sourced from XM for Customer Experience

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of XM for Customer Experience

Pros:

Easy to use, many options for collecting surveys, and cost efficient. Read more

Cons:

With so much functionality it can be easy to mess up logic in surveys. Also sharing across surveys is a pain and doesn't allow you to transfer ownership. Read more

This information was sourced from XM for Customer Experience

Who Uses XM for Customer Experience?

Businesses of all sizes and industries seeking to deliver unparalleled customer experiences at scale.

Countries available

Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Costa Rica , France, Germany, India, Ireland, Italy, Japan, Mexico, Netherlands, Puerto Rico, Spain, Switzerland, United Arab Emirates, United Kingdom, United States, Venezuela and 15 others

Languages

Chinese, Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean , Spanish, Traditional Chinese and 2 others

LiveAgent

4.7 (1,661)

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This information was sourced from verified user reviews of LiveAgent

Ease of Use 4.6
Customer Service 4.7
Value for Money 4.7

Verified reviewers

+

"It helps me organize the movies so that I can give my users a good experience. With this wonderful..." Read the full review

Kelly

Design Engineering Manager in US

This information was sourced from LiveAgent

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of LiveAgent

Pros:

Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents. Read more

Cons:

Nothing so far, still looking for something to complain about. Read more

This information was sourced from LiveAgent

Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia , Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czechia, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, North Macedonia, Northern Mariana Islands, Norway, Oman, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Réunion, Samoa, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St Helena, St Pierre & Miquelon, St. Kitts & Nevis, St. Lucia, St. Martin, St. Vincent & Grenadines, Sudan, Suriname, Sweden, Switzerland, Syria, São Tomé & Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad & Tobago, Tunisia, Turkmenistan, Turks & Caicos Islands, Tuvalu, Türkiye, US Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis & Futuna, Yemen, Zambia, Zimbabwe, Åland Islands and 214 others

Languages

Arabic, Brazilian Portuguese, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French , German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian and 18 others

Nextiva

4.6 (907)

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This information was sourced from verified user reviews of Nextiva

Ease of Use 4.6
Customer Service 4.6
Value for Money 4.6

Verified reviewers

+

"Nextiva customer support has been amazing anything I've needed anything. They've quickly be able to..." Read the full review

Angelia

Notary Public in US

This information was sourced from Nextiva

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Nextiva

Pros:

I like how quick their service is when it comes to asking questions or needing to add a new line. Read more

Cons:

We didn't even let users know they could login--it's that bad. The cost of their service just cannot compete with the rest of the market. Read more

This information was sourced from Nextiva

Who Uses Nextiva?

Businesses of any size who want to better connect with their customers.

Countries available

United States

Languages

English

Talkdesk

4.5 (727)

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This information was sourced from verified user reviews of Talkdesk

Ease of Use 4.7
Customer Service 4.6
Value for Money 4.5

Verified reviewers

+

"TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk..." Read the full review

Cortney

Billing Specialist in US

This information was sourced from Talkdesk

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Talkdesk

Pros:

Simple to use and their support team is amazing. Read more

Cons:

Sometimes I have problems with the App so I have to use it through the website, or it is very slow and I cannot answer a call in time. Read more

This information was sourced from Talkdesk

Who Uses Talkdesk?

Our target market is customer-centric companies with at least 5 agents looking to improve customer experiences through more personalized, data-driven...

Countries available

Australia, Brazil, Canada, France, Germany, India, Ireland, Italy, Mexico, Netherlands , New Zealand, Spain, United Kingdom, United States and 4 others

Languages

English, French, German, Italian, Portuguese, Russian, Spanish

CXone Mpower

4.2 (583)

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This information was sourced from verified user reviews of CXone Mpower

Ease of Use 4.2
Customer Service 4.0
Value for Money 4.0

Verified reviewers

+

"implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of..." Read the full review

Tomáš

Social Media Specialist in Czechia

This information was sourced from CXone Mpower

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of CXone Mpower

Pros:

It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations. Read more

Cons:

Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts. Read more

This information was sourced from CXone Mpower

Who Uses CXone Mpower?

Organizations of all sizes that need to deliver exceptional voice, digital, and self-service customer experiences across all interaction channels.

Countries available

Anguilla, Argentina, Australia, Austria, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium , Bermuda, Bolivia, Brazil, Brunei, Bulgaria, Cambodia, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czechia, Denmark, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Fiji, Finland, France, Georgia, Germany, Ghana, Greece, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Kazakhstan, Kenya, Kuwait, Lebanon, Lithuania, Luxembourg, Madagascar, Malaysia, Malta, Martinique, Mauritius, Mayotte, Mexico, Monaco, Montenegro, Nepal, Netherlands, New Zealand, Nicaragua, Nigeria, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, South Africa, South Korea, Spain, Sri Lanka, St. Lucia, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Tunisia, Turks & Caicos Islands, Türkiye, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam and 99 others

Languages

Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German , Greek, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Traditional Chinese and 13 others

Five9

4.2 (470)

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This information was sourced from verified user reviews of Five9

Ease of Use 4.2
Customer Service 4.3
Value for Money 4.0

Verified reviewers

+

"Easy to use and with a great reporting system to keep track of KPIs and time management, and best..." Read the full review

cid

Sales Manager in Honduras

This information was sourced from Five9

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Five9

Pros:

The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough. Read more

Cons:

There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol). Read more

This information was sourced from Five9

Who Uses Five9?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from...

Countries available

Brazil, United Kingdom, United States

Languages

English, French, German, Polish, Portuguese, Spanish

Calabrio ONE

4.5 (264)

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This information was sourced from verified user reviews of Calabrio ONE

Ease of Use 4.6
Customer Service 4.5
Value for Money 4.4

Verified reviewers

+

"The ability to review and collect data, in real time and on recording giving us the possibility to..." Read the full review

Alexander

Telesales Supervisor in Mexico

This information was sourced from Calabrio ONE

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Calabrio ONE

Pros:

Ease of use when it comes to recordings and scheduling. Read more

Cons:

Hard to open in the app, not so specific instructions. Read more

This information was sourced from Calabrio ONE

Who Uses Calabrio ONE?

Built to take full advantage of agile cloud-based platforms, Calabrio ONE is easy to use and provides the insights you need to improve customer and...

Countries available

Canada, United Kingdom, United States

Languages

English

CloudTalk

4.4 (263)

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This information was sourced from verified user reviews of CloudTalk

Ease of Use 4.5
Customer Service 4.3
Value for Money 4.2

Verified reviewers

+

"Very positive! Sending the high-five to their team." Read the full review

Matej

Founder in Slovakia

This information was sourced from CloudTalk

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of CloudTalk

Pros:

Its seamless integration with various platforms, like CRM systems and helpdesk software, has greatly enhanced our team's productivity. Read more

Cons:

Inability to leave comments on a call for posterity. Read more

This information was sourced from CloudTalk

Who Uses CloudTalk?

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it's used in sales for outbound calls and in customer...

Countries available

Albania, Andorra, Anguilla, Antigua & Barbuda, Aruba, Australia, Austria, Bahamas, Barbados, Belarus , Belgium, Belize, Bermuda, Bosnia & Herzegovina, Brazil, British Virgin Islands, Bulgaria, Canada, Cayman Islands, China, Congo - Brazzaville, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czechia, Denmark, Dominica, Dominican Republic, El Salvador, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Haiti, Honduras, Hungary, Iceland, India, Ireland, Isle of Man, Italy, Jamaica, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mexico, Moldova, Monaco, Montenegro, Montserrat, Netherlands, Nicaragua, North Macedonia, Norway, Panama, Poland, Portugal, Puerto Rico, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, St Pierre & Miquelon, St. Kitts & Nevis, St. Lucia, St. Martin, St. Vincent & Grenadines, Sweden, Switzerland, Trinidad & Tobago, Turks & Caicos Islands, Türkiye, US Virgin Islands, Ukraine, United Kingdom, United States, Vatican City, Åland Islands and 86 others

Languages

Czech, English

Genesys Cloud CX

4.4 (241)

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This information was sourced from verified user reviews of Genesys Cloud CX

Ease of Use 4.4
Customer Service 4.0
Value for Money 4.1

Verified reviewers

+

"I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was..." Read the full review

Lizandro

Sales Development Specialist in Mexico

This information was sourced from Genesys Cloud CX

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Genesys Cloud CX

Pros:

It provides an all-in-one solution and allows us to connect and communicate with clients and co-workers efficiently anywhere. Genesys Cloud is very dependable and the learning curve is a breeze. Read more

Cons:

Going through some pains here has taught us a lot but the issues themselves aren't ideal. There have been some data lags when we have tried to access our data through the UI or APIs. Read more

This information was sourced from Genesys Cloud CX

Who Uses Genesys Cloud CX?

Companies of all sizes looking for a radically easy, all-in-one cloud contact centre solution.

Countries available

Argentina, Australia, Belgium, Bolivia, Brazil, Cambodia, Canada, Chile, Colombia, Costa Rica , Cuba, Czechia, Denmark, Dominican Republic, Ecuador, El Salvador, Falkland Islands, Finland, France, French Guiana, Germany, Guyana, Hong Kong SAR China, India, Indonesia, Ireland, Italy, Japan, Luxembourg, Macao SAR China, Malaysia, Mexico, Monaco, Netherlands, New Zealand, Norway, Paraguay, Peru, Philippines, Poland, Portugal, Singapore, South Africa, South Korea, Spain, St. Kitts & Nevis, Suriname, Sweden, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States, Uruguay, Venezuela, Vietnam and 46 others

Languages

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish , Portuguese, Spanish, Swedish, Thai, Traditional Chinese, Turkish and 6 others

Convin

4.9 (232)

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This information was sourced from verified user reviews of Convin

Ease of Use 4.9
Customer Service 5.0
Value for Money 4.9

Verified reviewers

"Excellent" Read the full review

Majid

Team Lead in India

This information was sourced from Convin

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Convin

Pros:

For my company, I'm dealing with a lot of consumer questions and pricing concerns. I've seen the value in sending feedback to my manager and having it updated in convin in real time for instant usage. Read more

Cons:

You can limit the frequency of updates to once a day to avoid having too many updates. Read more

This information was sourced from Convin

Who Uses Convin?

Global call centers with high call volumes can easily use Convin's capabilities. Sales, Support, Collections, and Compliance are some of the common...

Countries available

India

Languages

English

JustCall

4.2 (212)

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This information was sourced from verified user reviews of JustCall

Ease of Use 4.3
Customer Service 4.3
Value for Money 4.3

Verified reviewers

+

"The integration with our existing CRM and mobile app" Read the full review

Olivier

Director in UK

This information was sourced from JustCall

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of JustCall

Pros:

Easy to use, plenty of features, Setup was very straight forward. Read more

Cons:

At some point there were interruptions due to the network. Also sometimes cut the voice due to the connection. Read more

This information was sourced from JustCall

Who Uses JustCall?

JustCall: All-in-one biz chat (voice, SMS, email, WhatsApp). Automate workflows with 100+ integrations and AI magic, and watch your business grow on...

Countries available

Australia, Brazil, Canada, India, Ireland, Japan, Singapore, United Kingdom, United States

Languages

English

Nextiva Contact Center

4.5 (112)

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This information was sourced from verified user reviews of Nextiva Contact Center

Ease of Use 4.5
Customer Service 4.5
Value for Money 4.4

Verified reviewers

+

"These two years using nextiva have been really helpful and definetely this virtual tool has..." Read the full review

Paulo

Project Manager in Peru

This information was sourced from Nextiva Contact Center

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Nextiva Contact Center

Pros:

NextOS itself was difficult to learn in the beginning, but it's has a ton of benefits that has made my business communication grow rapidly. Using the soft phone app to communicate within my own phone. Read more

Cons:

There are times where I calls are not coming in and its saying chat unavailable. It happens several times in a day so having said that, i hate it when that happens. Read more

This information was sourced from Nextiva Contact Center

Who Uses Nextiva Contact Center?

Small Business, Mid-Market and Enterprise companies with contact center needs. These can include customer service and telemarketing centers, employee...

Countries available

United States

Languages

English

Playvox

4.8 (109)

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This information was sourced from verified user reviews of Playvox

Ease of Use 4.7
Customer Service 4.7
Value for Money 4.7

Verified reviewers

+

"I'm totally satisfied with the service." Read the full review

Mohamed

Customer service representative in Egypt

This information was sourced from Playvox

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Playvox

Pros:

The impactful area is: Quality -> already seeing progress in the quality KPIs of team. Read more

Cons:

The only thing I feel that it's difficult is to find the ticket interaction that I was working on, or to find my Evaluation drafts. Read more

This information was sourced from Playvox

Who Uses Playvox?

Playvox equips customer service teams with the most comprehensive agent optimization software for WFM, QA, Performance Management, Coaching,...

Countries available

Argentina, Australia, Brazil, Canada, Colombia, France, Germany, Ireland, Mexico, Portugal , South Africa, Spain, United Kingdom, United States and 4 others

Languages

English

Insightful

4.7 (96)

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This information was sourced from verified user reviews of Insightful

Ease of Use 4.7
Customer Service 4.7
Value for Money 4.7

Verified reviewers

+

"Very good. It lacks a few features but they price they advertise is the price you pay. No hidden..." Read the full review

Kimberly

Business Owner in US

This information was sourced from Insightful

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Insightful

Pros:

I use daily online tracking, timesheet and activities. The software is easy to use with friendly interface. Read more

Cons:

It is disheartening when the app fails to accurately capture and record work activities, leading to incorrect data and potentially affecting productivity analysis. Read more

This information was sourced from Insightful

Who Uses Insightful?

Insightful isn’t an employee monitoring software—it’s a complete workforce analytics platform that helps businesses drive productivity and optimize...

Countries available

Australia, Brazil, Canada, China, Colombia, Germany, India, Japan, Mexico, Türkiye , United Arab Emirates, United Kingdom, United States and 3 others

Languages

English

Squaretalk

4.9 (89)

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This information was sourced from verified user reviews of Squaretalk

Ease of Use 4.9
Customer Service 4.9
Value for Money 4.7

Verified reviewers

+

"Having worked with Squaretalk for over a year, I can confidently vouch for their exceptional VoIP..." Read the full review

George

Head of Operations in Cyprus

This information was sourced from Squaretalk

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Squaretalk

Pros:

I like that you can integrate it with the current programs you have. The agents are able to call with ease and rarely run into issues. Read more

Cons:

If we do not report a specific problem or failure ourselves, the technical team does not detect it on its own e.g. ringing calls, to slow server for no. Read more

This information was sourced from Squaretalk

Who Uses Squaretalk?

Squaretalk’s versatile software suits contact centers of all sizes. It’s perfect for BPOs, customer support units, high-velocity sales teams,...

Countries available

Albania, Algeria, Andorra, Armenia, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belgium , Bhutan, Bosnia & Herzegovina, Brazil, Bulgaria, Cambodia, Canada, China, Croatia, Cyprus, Czechia, Denmark, Egypt, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Guernsey, Hong Kong SAR China, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Jordan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Marshall Islands, Mauritius, Mexico, Moldova, Monaco, Montenegro, Morocco, Netherlands, Nigeria, North Macedonia, Norway, Oman, Palestinian Territories, Philippines, Poland, Portugal, Qatar, Romania, Russia, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Tonga, Tunisia, Tuvalu, Türkiye, Ukraine, United Arab Emirates, United Kingdom, United States, Uzbekistan, Vanuatu, Vietnam and 84 others

Languages

English

Sprinklr

4.2 (85)

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This information was sourced from verified user reviews of Sprinklr

Ease of Use 3.8
Customer Service 4.0
Value for Money 3.9

Verified reviewers

+

"My brand has grown exponentially! I'd be selfish not to appreciate Sprinklr." Read the full review

Rono

Web Developer in Kenya

This information was sourced from Sprinklr

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Sprinklr

Pros:

Easy to integrate all the social media platform in one application and pull out data through out. Read more

Cons:

Sprinklr can do almost everything but there are sometime few misses. It misses to fetch comments or the numbers in the reporting are sometimes different from actual channel analytics. Read more

This information was sourced from Sprinklr

Who Uses Sprinklr?

Cloud-based customer experience management solution that helps large enterprises manage content marketing, social media, paid advertising, website,...

Countries available

Australia, Austria, Belgium, Canada, Denmark, France, Germany, Hungary, India, Italy , Jersey, Luxembourg, Monaco, Netherlands, Portugal, Qatar, Saudi Arabia, Singapore, South Africa, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States and 15 others

Languages

English, French, German, Portuguese, Spanish

eDesk

4.4 (72)

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This information was sourced from verified user reviews of eDesk

Ease of Use 4.4
Customer Service 4.4
Value for Money 4.2

Verified reviewers

"Multi Channel functionality and to be onboard with a growing company who are actively investing and..." Read the full review

Russell

Director in UK

This information was sourced from eDesk

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of eDesk

Pros:

Easy to use integrations, performance metrics and data are easy to access, constantly updated and informative for decision making and training. Using an inbox as a ticketing software is. Read more

Cons:

Poor chat widget - we chose to use a different provider for this functionality which is a shame as it is not all under one hood. Read more

This information was sourced from eDesk

Who Uses eDesk?

Uniquely built for online sellers, eDesk’s customer support solutions empower delivery of outstanding customer experiences, in a fraction of the...

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia , Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Cuba, Cyprus, Czechia, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Réunion, Samoa, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St Helena, St Pierre & Miquelon, St. Kitts & Nevis, St. Lucia, St. Martin, St. Vincent & Grenadines, Sudan, Suriname, Sweden, Switzerland, Syria, São Tomé & Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad & Tobago, Tunisia, Turkmenistan, Turks & Caicos Islands, Tuvalu, Türkiye, US Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis & Futuna, Yemen, Zambia, Zimbabwe, Åland Islands and 218 others

Languages

English, French, German, Italian, Spanish

Froged

4.5 (56)

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This information was sourced from verified user reviews of Froged

Ease of Use 4.5
Customer Service 4.7
Value for Money 4.6

Verified reviewers

+

"I have a SaaS and I'm always looking for tools to help me manage and understand my users, so this..." Read the full review

Roberto

CEO in US

This information was sourced from Froged

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Froged

Pros:

Before to start working with Froged our team was using different tools such as Active Campaign and HelpCrunch. Nowadays we can do the same in just one tool, saving times and costs. Read more

Cons:

I dont like that you have to pay a price for each new feature, although you just want to try and test it. Read more

This information was sourced from Froged

Who Uses Froged?

If you are looking for one, affordable and easy-to-use, platform that improves onboarding, increases retention & engagement and provides proactive...

Countries available

Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba , Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Cuba, Cyprus, Czechia, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Rwanda, Réunion, Samoa, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St Helena, St Pierre & Miquelon, St. Kitts & Nevis, St. Lucia, St. Martin, St. Vincent & Grenadines, Sudan, Suriname, Sweden, Switzerland, Syria, São Tomé & Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad & Tobago, Tunisia, Turkmenistan, Turks & Caicos Islands, Tuvalu, Türkiye, US Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis & Futuna, Yemen, Zambia, Zimbabwe, Åland Islands and 216 others

Languages

Basque, English, European Portuguese, Spanish

Call Center Studio

4.5 (48)

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This information was sourced from verified user reviews of Call Center Studio

Ease of Use 4.7
Customer Service 4.8
Value for Money 4.7

Verified reviewers

+

"Overall experience with CCS has been remarkable. I love working with the entire team and will make..." Read the full review

Louis

Vice President in Philippines

This information was sourced from Call Center Studio

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Call Center Studio

Pros:

Software has a user friendly interface. Learning how to administrate all the features is very easy. Read more

Cons:

Connections problems may be the only thing that make my interaction lower. Read more

This information was sourced from Call Center Studio

Who Uses Call Center Studio?

Call Center Studio is perfect for businesses that are seeking effortless scalability and improved efficiency while enhancing CX and AX levels across...

Countries available

Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, Colombia, Costa Rica, Dominican Republic , Ecuador, France, Germany, Ireland, Italy, Luxembourg, Mexico, Netherlands, New Zealand, Panama, Peru, Portugal, Singapore, South Africa, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States and 20 others

Languages

English

Scorebuddy

4.5 (43)

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This information was sourced from verified user reviews of Scorebuddy

Ease of Use 4.6
Customer Service 4.8
Value for Money 4.6

Verified reviewers

"I enjoyed my usage of the product as it helped me to enhance my skills in handling customers." Read the full review

Mohamed

Customer Success Specialist in Egypt

This information was sourced from Scorebuddy

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Scorebuddy

Pros:

The software is very intuitive and easy to use. Read more

Cons:

Some of the requested reports are coming out with a slight delay in time. Read more

This information was sourced from Scorebuddy

Who Uses Scorebuddy?

BPO's/Outsourcers Insurance providers Consumer Finance Heavily regulated companies eRetail Healthcare Distribution Utilities and Telcos

Countries available

Australia, Canada, China, Germany, India, Ireland, Japan, United Kingdom, United States

Languages

English

Avaya Cloud Office

4.2 (41)

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This information was sourced from verified user reviews of Avaya Cloud Office

Ease of Use 3.9
Customer Service 4.0
Value for Money 3.6

Verified reviewers

"Its a very easy to operate. Very good product compare with Cisco." Read the full review

Rakesh

Project Leader in India

This information was sourced from Avaya Cloud Office

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Avaya Cloud Office

Pros:

Easy integration, easy to use. Avaya IP Office, allowed us to work remotely through the pandemic with only needing access to our laptop. Read more

Cons:

Signing up with Avaya was the biggest mistake I have made in a long time. Read more

This information was sourced from Avaya Cloud Office

Who Uses Avaya Cloud Office?

Customer Service Supervisor , Contact Center Team Lead

Countries available

United States

Languages

English

Zendesk QA

4.9 (21)

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This information was sourced from verified user reviews of Zendesk QA

Ease of Use 4.9
Customer Service 4.9
Value for Money 4.8

Verified reviewers

"My managers use this tool to provide me with quality assurance scoring on selected cases that we..." Read the full review

Shari

Management Consultant Lead in Jamaica

This information was sourced from Zendesk QA

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Zendesk QA

Pros:

It makes QA amongst my teammates really valuable. We hadn’t used any other tools before and Klaus has proven to be what works best on both ends. Read more

Cons:

I haven't found anything I don't like about it so far. Read more

This information was sourced from Zendesk QA

Who Uses Zendesk QA?

For customer service teams looking to optimize their QA processes and keep up the quality of their support – all while scaling and handling an...

Countries available

Albania, Andorra, Anguilla, Antigua & Barbuda, Aruba, Austria, Bahamas, Barbados, Belarus, Belgium , Belize, Bermuda, Bosnia & Herzegovina, British Virgin Islands, Bulgaria, Canada, Cayman Islands, Costa Rica, Croatia, Cuba, Cyprus, Czechia, Denmark, Dominica, Dominican Republic, El Salvador, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Haiti, Honduras, Hungary, Iceland, Ireland, Isle of Man, Italy, Jamaica, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mexico, Moldova, Monaco, Montenegro, Montserrat, Netherlands, Nicaragua, North Macedonia, Norway, Panama, Poland, Portugal, Puerto Rico, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, St Pierre & Miquelon, St. Kitts & Nevis, St. Lucia, St. Martin, St. Vincent & Grenadines, Sweden, Switzerland, Trinidad & Tobago, Turks & Caicos Islands, Türkiye, US Virgin Islands, Ukraine, United Kingdom, United States, Vatican City, Åland Islands and 79 others

Languages

English, Portuguese

Verint Automated Quality Management

3.7 (20)

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This information was sourced from verified user reviews of Verint Automated Quality Management

Ease of Use 3.5
Customer Service 3.6
Value for Money 3.0

Verified reviewers

"I like that all the features including the forms to evaluate recorded interactions for call center..." Read the full review

Elias Alirio

Facilitator in El Salvador

This information was sourced from Verint Automated Quality Management

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of Verint Automated Quality Management

Pros:

Overall the experience was great, the application was very responsive and trustful. Read more

Cons:

Sorting through the data and getting to what you need is tricky. Read more

This information was sourced from Verint Automated Quality Management

Who Uses Verint Automated Quality Management?

Designed for any enterprise that operates a customer service center.

Countries available

Afghanistan, Albania, Andorra, Argentina, Armenia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus , Belgium, Bhutan, Bolivia, Bosnia & Herzegovina, Brazil, Brunei, Bulgaria, Cambodia, Chile, China, Colombia, Croatia, Cyprus, Czechia, Denmark, Ecuador, Estonia, Falkland Islands, Faroe Islands, Finland, France, French Guiana, Georgia, Germany, Gibraltar, Greece, Greenland, Guernsey, Guyana, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Malaysia, Maldives, Malta, Moldova, Monaco, Mongolia, Montenegro, Myanmar (Burma), Nepal, Netherlands, North Macedonia, Norway, Oman, Pakistan, Palestinian Territories, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Thailand, Timor-Leste, Turkmenistan, Türkiye, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vatican City, Venezuela, Vietnam, Yemen, Åland Islands and 106 others

Languages

English

EvaluAgent

4.7 (20)

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This information was sourced from verified user reviews of EvaluAgent

Ease of Use 4.5
Customer Service 4.8
Value for Money 4.8

"We wanted to push our QA processes and overall quality of service to the next level. However the..." Read the full review

Karine

Head of Customer Services in UK

This information was sourced from EvaluAgent

Quality Management
Customer Experience Management
Reporting/Analytics
Employee Coaching Tools

This information was sourced from verified user reviews of EvaluAgent

Pros:

Ease of use and video help guides. A more professional approach to our quality evaluations. Read more

Cons:

No real dislikes really, maybe more enhanced reporting, (i’m not sure if this is a limitation of the free trial). Read more

This information was sourced from EvaluAgent

Who Uses EvaluAgent?

Whether your customer service organisation has 50 or 5,000 agents, EvaluAgent offers a complete and scalable solution that will empower you to...

Countries available

United Kingdom

Languages

Chinese, English, French, German, Spanish

Contact Centre Quality Assurance Software

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