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description: Page 3 - 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: Page 3 - 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. [Castel Detect Live](https://www.softwareadvice.co.uk/software/325995/castel-detect-live) — 5.0/5 (1 reviews) — Castel Detect Live is a contact center quality assurance solution that helps businesses monitor call center operation...
2. [Cresta](https://www.softwareadvice.co.uk/software/362595/cresta) — 5.0/5 (1 reviews) — Cresta is a cloud-based real-time AI contact center for customer service and live chat. Cresta combines artificial in...
3. [Ender Turing](https://www.softwareadvice.co.uk/software/429920/ender-turing) — 4.0/5 (1 reviews) — Ender Turing is a contact center platform that helps businesses create a s customer service with automated quality as...
4. [Zoom Contact Center](https://www.softwareadvice.co.uk/software/434612/zoom-contact-center) — 5.0/5 (1 reviews) — Zoom Contact Center is an AI-powered Contact Center as a Service (CCaaS) offering built directly on Zoom. Zoom Contac...
5. [Expertflow Contact Center](https://www.softwareadvice.co.uk/software/352137/expertflow-contact-center) (0 reviews) — The platform allows clients to call from their phone or from their Web browser by using WebRTC voice, video, and scre...
6. [Rezo](https://www.softwareadvice.co.uk/software/436422/rezo) (0 reviews) — Rezo.AI is Data-first Contact Center powered by Autonomous Agents. By harnessing the power of artificial intelligence...
7. [Flip CX](https://www.softwareadvice.co.uk/software/361997/redroute) (0 reviews) — RedRoute is an advanced AI voice assistant that can quickly handle the majority of simple inbound customer support ca...
8. [Verint Workforce Engagement](https://www.softwareadvice.co.uk/software/359055/workforce-engagement) (0 reviews) — Verint Workforce Engagement offers a cloud based solution to businesses of all sizes. It allows to deploy deep learni...
9. [Verint Forecasting and Scheduling](https://www.softwareadvice.co.uk/software/423818/verint-forecasting-and-scheduling) (0 reviews) — Verint Forecasting and Scheduling is a performance management and employee scheduling solution that helps businesses ...
10. [HGS Agent X](https://www.softwareadvice.co.uk/software/361203/hgs-agent-x) (0 reviews) — Highly engaged agents deliver superior CX that lead to higher customer loyalty. But businesses treat their contact ce...
11. [mySQM Customer Service QA](https://www.softwareadvice.co.uk/software/359935/mysqm-fcr-insights) (0 reviews) — FCR measurement software is often called customer service management (CSM) or customer experience management software...
12. [Cordless](https://www.softwareadvice.co.uk/software/390312/cordless) (0 reviews) — Cordless is a modern cloud-based call centre for customer support teams with built-in conversational intelligence. Co...
13. [VoiceOwl](https://www.softwareadvice.co.uk/software/380427/genietalk) (0 reviews) — Voiceowl is a purpose-built Gen-AI Voice Virtual Assistant for B2B enterprises across industries, delivering smart co...
14. [Prodigal](https://www.softwareadvice.co.uk/software/358065/prodigal) (0 reviews) — Prodigal is a cloud-based Consumer Finance Intelligence solution. Lenders, collection agencies, and healthcare provid...
15. [Echo AI](https://www.softwareadvice.co.uk/software/382138/pathlight) (0 reviews) — Pathlight keeps customer-facing teams engaged and motivated to exceed expectations. The platform combines quality ass...
16. [Hammer Cloud Platform](https://www.softwareadvice.co.uk/software/521051/Hammer-Cloud-Platform) (0 reviews) — Hammer Cloud Platform is a comprehensive test automation solution that integrates functional, regression, systems int...
17. [Audire.ai](https://www.softwareadvice.co.uk/software/526761/Audire-ai) (0 reviews) — Audire.ai is AI-based call analysis solution that helps businesses transcribe calls with high accuracy using natural ...
18. [Score AI](https://www.softwareadvice.co.uk/software/530126/Score-AI) (0 reviews) — Score AI is a customer experience management platform that uses artificial intelligence to deliver quality assurance ...
19. [OnScript](https://www.softwareadvice.co.uk/software/531887/OnScript) (0 reviews) — OnScript is a strategic platform designed to solve problems by giving businesses complete visibility into every custo...

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## Related Categories

- [Employee Scheduling Software](https://www.softwareadvice.co.uk/directory/497/employee-scheduling/software)
- [Call Recording Software](https://www.softwareadvice.co.uk/directory/1718/call-recording/software)
- [Workforce Management Software](https://www.softwareadvice.co.uk/directory/374/workforce-management-software/software)
- [Call Center Workforce Management Software](https://www.softwareadvice.co.uk/directory/1855/workforce-management-optimization/software)
- [Reporting Tools](https://www.softwareadvice.co.uk/directory/4284/reporting-tools/software)

## Links

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The built-in chat functionality allows supervisors to instantly communicate feedback and preempt agents during customer interactions.\n\nCastel Detect Live enables team leads to generate post call analysis, handle selective playback, capture disposition recordings, and generate call scores to automate quality assurance processes.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/73e788b5-0ce7-48fc-a5f6-58eb21b2fe75.png","url":"https://www.softwareadvice.co.uk/software/325995/castel-detect-live","@type":"ListItem"},{"name":"Cresta","position":2,"description":"Cresta is a cloud-based real-time AI contact center for customer service and live chat. Cresta combines artificial intelligence-enabled tools and natural language processing with advanced human coaching to achieve real-time matching of agents’ performance with the specific needs of each customer or opportunity. 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It also enables clients to contact users over any chat channel (SMS, FB Messenger, WhatsApp,..) with Hybrid Chat and automate with any Chatbot (Dialog flow, IBM Watson, Microsoft Bot Framework). Users are also provided with automated voice calls, ACD & skill-based routing, reporting, voice recording, and various integrations. It also supports CTI connectors that can embed CTI controls within CRM such as MS Dynamics, SAP, Oracle, Salesforce, and ServiceNow, etc. so that agents can handle calls without switching windows to check or update customer's profile.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b330c501-a63d-4cd1-9eba-6f6d0590bce6.png","url":"https://www.softwareadvice.co.uk/software/352137/expertflow-contact-center","@type":"ListItem"},{"name":"Rezo","position":6,"description":"Rezo.AI is Data-first Contact Center powered by Autonomous Agents. By harnessing the power of artificial intelligence and automation, Rezo.ai helps organizations enhance customer experiences, improve operational efficiency, and achieve tangible results. With its cutting-edge technology, Rezo.ai enables businesses to streamline operations, drive productivity, and deliver personalized experiences at scale. Whether it is resolving customer queries instantly or transforming interactions in various industries, Rezo.ai empowers enterprises to excel and stay ahead in a rapidly evolving market.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/d7c5431e-d5c8-424e-b792-01eb229e6fb8.png","url":"https://www.softwareadvice.co.uk/software/436422/rezo","@type":"ListItem"},{"name":"Flip CX","position":7,"description":"RedRoute is an advanced AI voice assistant that can quickly handle the majority of simple inbound customer support calls. Our voice assistant creates an Alexa or Siri-like experience for customers on your phone channel. RedRoute also works around the clock, fully integrating with existing CS platforms and call systems to create support tickets and call transcriptions for your staff, even after hours. \n\nRedRoute can help businesses decrease their call volume, hold times, missed calls, support errors and operational costs, and even stress and burnout from live human agents.\n\nOur system also can boost CSAT scores, NPS, customer lifetime value, scalability and agent job satisfaction. \n\nSetting it up only takes 30 minutes and RedRoute integrates seamlessly with your existing CS platforms and call technologies. \n\nSee a demo, then try it for free on any percentage of your inbound calls and see the results for yourself.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b502e814-75ca-44aa-b437-2f9418a9782d.jpeg","url":"https://www.softwareadvice.co.uk/software/361997/redroute","@type":"ListItem"},{"name":"Verint Workforce Engagement","position":8,"description":"Verint Workforce Engagement offers a cloud based solution to businesses of all sizes. It allows to deploy deep learning and AI algorithms to create a more employee friendly experience. Features include staffing, quality and compliance, employee scheduling, AI assistant, insights, integration with existing systems and more.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/2a1ebf44-bf2c-4d03-b1e6-94de7729e94e.jpeg","url":"https://www.softwareadvice.co.uk/software/359055/workforce-engagement","@type":"ListItem"},{"name":"Verint Forecasting and Scheduling","position":9,"description":"Verint Forecasting and Scheduling is a performance management and employee scheduling solution that helps businesses streamline processes related to time off request management, productivity tracking, recruiting, and quality assurance, among other processes on a centralized platform. It lets managers to access voice as well as screen recordings and automatically trigger coaching sessions based on employee interactions with customers.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/d6a7c6bd-c6ca-461f-85a2-55072f6651ba.png","url":"https://www.softwareadvice.co.uk/software/423818/verint-forecasting-and-scheduling","@type":"ListItem"},{"name":"HGS Agent X","position":10,"description":"Highly engaged agents deliver superior CX that lead to higher customer loyalty. But businesses treat their contact centers as cost units and don’t empower their agents to deliver business value. HGS Agent X enables front-line agents to share real-time feedback and ideas across organizations, while empowering agents to deliver memorable customer experiences via smart knowledge base and AI-driven agent assist. Engaged agents = happy customers.\n\nWith the complexity of today’s customer service, a modern contact center needs to simplify customer interactions. Investing in the right technology and contact center software ensures agents have the support and insights they need to succeed. HGS Agent X improves agent experience through automation of contact center operations and optimization of workforce management while providing agents with insights that will enhance customer support. HGS Agent X uses open APIs to integrate with any existing call center software to expand the brand's contact center ecosystem. \n\nHGS Agent X is the only AI-Based contact center solution built by a customer experience company with over 25 years in global customer service. With 18,800 employees across 34 delivery centers in six countries, HGS combines differentiating digital strategies with deep automation, analytics and artificial intelligence expertise to make a difference to some of the world’s most prolific brands. The format, features, dashboard, user experience, agent experience, and customer experience are the direct result of decades of market experience and an unparalleled grasp and insight into the requirements of a customer service application.\n\nHGS Agent X Solves Critical Contact Center Challenges by:\n1. Improving agent productivity\n- Ramping up response time and reduce multiple screens with unified tool\n- Reducing agent training and onboarding time\n- Fostering collaboration and knowledge sharing among agents\n\n2. Enhancing customer experience\n- Responding to customer queries quickly with updated knowledge base\n- Providing customers with AI-driven value-add information\n\n3. Leveraging deeper insights\n- Seamlessly accessing full visibility of operational metrics and insights\n- Understanding customer sentiment in real time\n\nHGS Agent X helps achieve ROI and CX improvements which are visible across the following key performance indicators (KPIs) at various levels:\n\nAgent Level -\n1. Average handling time (AHT)\n2. Improvement in recruitment speed\n3. Reduction in learning curve\n4. Assisting in quickly finding the right answers\n\nCustomer Level -\n1. Net promoter score (NPS) and customer satisfaction (CSAT)\n2. Proactive anticipation of customer’s needs\n3. Effectiveness in providing correct solutions\n4. Delivering a seamless experience\n\nBusiness Level -\n1. Turn-around time (TAT)\n2. Re-allocation of agents\n3. Operating margins\n4. Positive brand sentiment\n\nResolve issues faster, boost quality management processes, and deliver a great customer experience with HGS Agent X's wide range of AI-Based Customer Service Solution.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/4e467520-34cd-42ee-9604-7bb3f3c8f300.jpeg","url":"https://www.softwareadvice.co.uk/software/361203/hgs-agent-x","@type":"ListItem"},{"name":"mySQM Customer Service QA","position":11,"description":"FCR measurement software is often called customer service management (CSM) or customer experience management software (CXM). SQM's CSM software is specifically built for call centers and designed to measure, track, benchmark, and improve Csat, first call resolution, the net promoter score, customer service, quality assurance, and employee experience.\n\nCapturing and measuring FCR using CSM software is only part of the broader picture for delivering great customer service. For example, measuring First Call Resolution can be complex.\n\nAs a result, it is essential to measure multiple metrics to get a comprehensive picture of customer service delivered by the call center. For example, FCR and call resolution metrics are leading indicators, and when these metrics are high or low, so is customer satisfaction (e.g., lagging metric). Therefore, an effective CXM software needs to capture leading and lagging data to effectively measure and manage customer experience.\n\nAgain, CSM software is an excellent tool for capturing, measuring, benchmarking and reporting customer service delivery. However, before choosing a CSM software vendor, you need to understand how it fits your call center VoC program. Listed below are a few questions to consider:\n\nWhat are your call center objectives? Higher FCR and Csat? Lower cost? Improve transactional NPS? You need to understand your goals and objectives before choosing a CXM software vendor.\n \nDo your CSM software features need to be designed to specifically measure, coach, and reward agent and supervisor customer service delivery?\n \nDoes your call center need a VoC closed-loop process at the agent level? For example, can agents follow up on customer feedback one-to-one to close the loop?\n \nWhat are the customer survey quota requirements? For example, will the quota be at the agent, line of business (LoB), or call center level? What will be the survey methods used (e.g., phone, email, IVR, website pop-up, or a mixture of different methods)?\n \nWho will be accountable for FCR, call resolution, and Csat results (e.g., agent to CEO)?\n \nDo you want to capture, analyze, and report internal and external data in the same software platform?\n \nDo you want the CSM software capabilities to include agent coaching, recognition, or soft skills e-learning?\n \nDo you want your CSM software capabilities to recognize agents for their call resolution and Csat using a debit card for instant gratification?\n \nWhat customer insight data is already available, and by what function or department (e.g., research, workforce management, QA)?\n \nHow are existing internal and external data being used? For example, is the data used by agents, supervisors, or leaders, and accountability metrics based on FCR or Csat performance targets?\n \nWhere are the gaps in customer service understanding? First, consider all contact channels (e.g., phone, email, chat, IVR, website), job levels (e.g., agent to CEO), segments (e.g., LoB, products, services), and call types (e.g., claims, service, sales, billing, technical, complaint).\n \nHow will the information be analyzed? For example, will you use internal and external data for the same calls? Will you use structured data (e.g., FCR rating, QA score) and unstructured information (e.g., open-ended survey questions, call recording text)? Will analysts need to be fully trained in analyzing and reporting structured and unstructured data?\n \nHow will the information be reported? For example, will agents, supervisors, or leaders access dashboard reporting? What VoC data needs to be shared? How often will the VoC data be shared, and who needs to see it? For example, will you share it with customers?\n \nHow will you action the customer feedback? Will you use a VoC closed-loop process (e.g., to go from identifying to actioning people, processes, and technology improvement opportunities)? Do your CSM software requirements need VoC closed-loop capabilities?","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/02404a69-bc30-4602-84db-b3ccbd394da7.jpeg","url":"https://www.softwareadvice.co.uk/software/359935/mysqm-fcr-insights","@type":"ListItem"},{"name":"Cordless","position":12,"description":"Cordless is a modern cloud-based call centre for customer support teams with built-in conversational intelligence.\n\nCordless provides an all-in-one solution for customer support teams to talk to customers over the phone and gather deep insights from the conversations.\n\nWith the transcriptions out of the box, sentiment analysis, auto-tagging of conversations, and deep integrations with the most popular CRMs, Cordless allows customer support managers to QA better, identify opportunities for training, Cordless is a modern cloud-based call centre for customer support teams with built-in conversational intelligence.\n\nCordless provides an all-in-one solution for customer support teams to talk to customers over the phone and gather deep insights from the conversations.\n\nWith the transcriptions out of the box, sentiment analysis, auto-tagging of conversations, and deep integrations with the most popular CRMs, Cordless allows customer support managers to QA better, identify opportunities for training, spot the trends in customer queries and communicate with the broader team","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b343a438-c349-47c7-a37e-993bcc24685c.png","url":"https://www.softwareadvice.co.uk/software/390312/cordless","@type":"ListItem"},{"name":"VoiceOwl","position":13,"description":"Voiceowl is a purpose-built Gen-AI Voice Virtual Assistant for B2B enterprises across industries, delivering smart conversations for the entire customer journey (from prospecting to customer support). \n\nOur AI Voice Assistants are backed by Gen-AI + Pre-trained LLM which lets it drive smart context-aware conversations with customers in diverse use cases. This includes bringing automation in contact verification and qualification for faster conversions, promising best-in-class ROI. \n\nWhile we do that, our tech stack ensures data security and compliance by leveraging an intelligent middleware layer. It safeguards your valuable customer data by keeping it confined within the system while the communication between our systems and the LLMs takes place.\n\n1. 1000x efficiency, 5X better revenue with 60% cost savings on operations.\n2. Real-time lifelike conversations made better with NLU.\n3. Sentiment + context-driven responses across channels.\n4. 100% secure and compliant with GDPR, HIPAA, and other data protection laws.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/90c86b9c-e732-43e6-9477-5519d1c0b6a7.jpeg","url":"https://www.softwareadvice.co.uk/software/380427/genietalk","@type":"ListItem"},{"name":"Prodigal","position":14,"description":"Prodigal is a cloud-based Consumer Finance Intelligence solution. Lenders, collection agencies, and healthcare providers depend on Prodigal to analyze every agent and customer conversation to enhance profits, customer experience, and compliance. \n\nProdigal’s team is ready to apply its decades of data science and industry experience to help clients boost quality assurance, optimize operations, and unlock insights that drive game-changing financial outcomes. Nearly one in five U.S. borrowers have already engaged with Prodigal during 200+ million interactions.\n\nAn intent engine that leverages the power of artificial intelligence, natural language processing, and machine learning drives Prodigal’s core apps: ProAssist, ProNotes, and ProVoice. \n\nProAssist guides agents to say and do the right thing every time. ProNotes creates hours of new capacity by automatically writing post-call notes. ProVoice decreases risk and supercharges QA effectiveness by analyzing and scoring 100% of calls.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/2d178191-55b8-4eb2-8977-dba2e4699b2b.png","url":"https://www.softwareadvice.co.uk/software/358065/prodigal","@type":"ListItem"},{"name":"Echo AI","position":15,"description":"Pathlight keeps customer-facing teams engaged and motivated to exceed expectations. The platform combines quality assurance, workforce management, real-time data analysis, communications, AI coaching, predictive goal setting, 1:1, recognition, and much more in one app. Pathlight empowers data-driven management at every layer of the organizational chart.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/0fae611c-586f-4b6e-98a6-07a63ef302e0.jpeg","url":"https://www.softwareadvice.co.uk/software/382138/pathlight","@type":"ListItem"},{"name":"Hammer Cloud Platform","position":16,"description":"Hammer Cloud Platform is a comprehensive test automation solution that integrates functional, regression, systems integration, performance, and customer experience testing and monitoring into a software-as-a-service platform. The platform is designed for contact centers and enterprise network teams. It helps accelerate software development lifecycles by providing a self-service platform to execute frequent tests.\n\nWith the Hammer Cloud Platform, cross-functional teams can create, schedule, and execute QA test cases. They can also deploy large-scale tests and run ongoing test scenarios in production environments. The platform's open APIs allow for integration with other systems such as configuration management, bug tracking, and inventory tracking. It also includes a portfolio of products, including Hammer Voice Explorer, Hammer On-Demand QA, Hammer On-Demand Performance, VoiceWatch, and Hammer Edge.\n\nThe platform is geared toward infrastructure planning, application development, quality assurance, DevOps, and operations teams. Teams can execute frequent tests to ensure their contact center applications are optimized for the best customer experience. By eliminating defects and helping DevOps teams reduce mean time to repair and rework costs, the Hammer Cloud Platform enables organizations to provide an optimized experience for their customers.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/863c1c21-fef2-433a-ad3e-2369de0ad60d.png","url":"https://www.softwareadvice.co.uk/software/521051/Hammer-Cloud-Platform","@type":"ListItem"},{"name":"Audire.ai","position":17,"description":"Audire.ai is AI-based call analysis solution that helps businesses transcribe calls with high accuracy using natural language processing. It enables teams to analyze call content to generate quality assurance reports that identify compliance issues, sales opportunities, customer support needs, and other insights. This improves operations across departments, such as human resources, marketing, and compliance. Audire.ai can be integrated with call recording and CRM systems via API to automate workflows based on call analysis.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/0fc01d61-a86b-41ef-86d6-af5cdfa4ecff.jpeg","url":"https://www.softwareadvice.co.uk/software/526761/Audire-ai","@type":"ListItem"},{"name":"Score AI","position":18,"description":"Score AI is a customer experience management platform that uses artificial intelligence to deliver quality assurance and training solutions for modern CX teams. The system automatically audits customer interactions across various channels, including emails, phone calls, live chats, and social media. By leveraging advanced AI, it scales the quality review process while maintaining accuracy and consistency across interactions.\n\nThe platform's intelligent QA system generates custom scorecards tailored to specific business processes and standard operating procedures, allowing real-time compliance monitoring and adherence tracking. Unlike traditional sampling-based quality assurance methods, Score AI offers complete interaction coverage, uncovering patterns and issues that might otherwise be missed.\n\nAgent development is supported through personalized coaching based on AI-driven analytics that identify individual strengths and areas for improvement. Managers also benefit from daily AI-generated summaries that provide actionable insights for conducting 1:1 feedback session. The system highlights successful interaction patterns, which can be replicated across teams to optimize performance. Additionally, new hire onboarding is expedited by AI Roleplay scenarios, where agents practice handling customer service challenges with simulated AI personas in a risk-free environment.\n\nThe platform includes Voice of customer analytics, which categorizes and tracks customer concerns, sentiments, and recurring themes across conversations. This enables proactive root cause analysis and trend detection. Conversation Intelligence features provide insights into speech patterns, pace variations, filler words, and silence periods, generating detailed performance metrics to support continuous improvement.\n\nScore AI integrates seamlessly with existing CX infrastructure, including ticketing platforms, dialers, CRMs, and knowledge bases. This ensures training and quality assurance processes align with up-to-date procedures and policies. By shifting from reactive quality management to a proactive, data-driven approach, the platform enhances agent performance and improves customer satisfaction outcomes.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/32830c89-0ee1-4f96-9d99-a262e6f3c989.png","url":"https://www.softwareadvice.co.uk/software/530126/Score-AI","@type":"ListItem"},{"name":"OnScript","position":19,"description":"OnScript is a strategic platform designed to solve problems by giving businesses complete visibility into every customer conversation. The AI-powered platform analyzes every call to provide a clear roadmap for improvement. It identifies the specific agent behaviors that drive positive outcomes and pinpoints areas for targeted coaching. By providing agents with instant, data-driven feedback after each call, it accelerates skill development, boost performance, and improve the job satisfaction that leads to lower attrition.\n\nThe platform automatically monitors interactions for script adherence and can be configured for industry-specific regulations, including HIPAA standards and the redaction of sensitive customer data (PII).","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/51f9f8ae-83cd-456e-b09e-35ea21cb3c37.jpeg","url":"https://www.softwareadvice.co.uk/software/531887/OnScript","@type":"ListItem"}],"numberOfItems":19}
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