Top 10 Best Call Center Qa Software of 2026

NICE CXone is a leading cloud-based customer experience platform specializing in call center quality assurance (QA) with advanced AI-driven tools for interaction recording, speech analytics, automated scoring, and performance management. It enables QA teams to analyze 100% of customer interactions using speech-to-text, sentiment analysis, and compliance monitoring to identify trends and coaching opportunities. The platform integrates seamlessly with contact center operations, providing actionable insights to improve agent performance and customer satisfaction.

Verint provides a robust suite of workforce engagement management solutions tailored for call center quality assurance, including automated speech and text analytics, quality management scoring, and agent coaching tools. It enables supervisors to evaluate 100% of customer interactions efficiently, uncover compliance risks, and drive performance improvements through actionable insights. The platform integrates AI-driven capabilities like sentiment analysis and keyword spotting to enhance QA processes beyond manual sampling.

CallMiner is a conversation intelligence platform specializing in AI-driven speech and text analytics for contact centers. It automates quality assurance by scoring interactions, detecting sentiment, keywords, and compliance issues, while providing agent coaching and performance insights via its Eureka platform. The software helps organizations improve customer experience, agent productivity, and operational efficiency through deep behavioral analytics.

Genesys Cloud is a comprehensive cloud-based contact center platform with robust QA capabilities, including interaction recording, speech-to-text analytics, automated quality scoring, and coaching tools. It uses AI to detect sentiment, compliance issues, and agent performance trends across calls, chats, and emails. Integrated within the full CX suite, it enables data-driven agent improvement and real-time insights for enterprise-scale operations.

Five9 is a comprehensive cloud-based contact center platform that offers robust QA capabilities for call centers, including call recording, automated scoring, speech and interaction analytics, and supervisor monitoring tools. It enables quality managers to evaluate agent performance, provide targeted coaching, and ensure compliance through customizable scorecards and real-time insights. With AI-driven features, it supports omnichannel interactions to optimize customer experience and operational efficiency.

Talkdesk is a cloud-based contact center platform with advanced QA capabilities, including AI-powered interaction recording, automated scoring, speech analytics, and agent coaching tools. It enables supervisors to evaluate agent performance through sentiment analysis, compliance checks, and customizable scorecards, streamlining quality assurance processes. The platform integrates seamlessly with CRMs like Salesforce and provides real-time insights to improve customer interactions.

Scorebuddy is a cloud-based quality assurance platform designed specifically for contact centers, allowing supervisors to create customizable scorecards for evaluating agent interactions across calls, chats, and emails. It offers robust coaching tools, performance analytics, and real-time monitoring to drive agent improvement and ensure compliance. The software integrates with popular CRMs like Salesforce and telephony systems, streamlining QA workflows.

Playvox is a robust quality management platform tailored for contact centers, providing tools for QA scoring, call recording, coaching, and compliance monitoring. It features customizable scorecards, automated evaluation workflows, and analytics to help supervisors identify coaching opportunities and track agent performance trends. Additionally, it incorporates gamification and e-learning modules to enhance agent engagement and development.

Gong is a conversation intelligence platform that automatically records, transcribes, and analyzes sales and customer service calls using AI. It provides detailed insights into conversation dynamics, such as talk ratios, sentiment, keywords, and compliance risks, enabling effective QA and coaching. While primarily designed for revenue teams, it adapts well to call center environments for performance monitoring and improvement.

Observe.AI is an AI-driven conversation intelligence platform designed for contact centers, specializing in automated quality assurance (QA) through real-time call analysis and post-call scoring. It leverages machine learning to evaluate agent performance, detect compliance issues, sentiment, and key topics without manual rule-setting. The tool also provides agent coaching recommendations and integrates with major CCaaS platforms to streamline QA workflows and improve customer interactions.