10 quality management software for 2025

Quality management, also called quality assurance (QA), is a business strategy that helps rectify inconsistent service quality, customer churn, ineffective issue detection, and other related issues. Customer service teams can use quality management to improve agent skills and, in turn, the customer experience (CX).

If you want to build a rockstar team of customer service agents and enhance your CX, you need to implement QA. And that’s made easier by partnering with the right quality management software (QMS).

In this guide, we dive into 10 quality management software options so you can make the best decision for your business.

More in this guide:

• What is quality management software?
• What customers expect from QA software
• The 8 best quality assurance software tools
• Features of QMS software
• Benefits of quality management and assurance systems
• How to choose the right quality control management software
• Frequently asked questions
• Ready to try quality management software?

What is quality management software? Quality management software, sometimes called quality system software, helps businesses streamline and automate their customer service quality assurance processes. With QMS, you efficiently evaluate and score agent-customer interactions, uncover improvement areas, identify coaching and training needs, and more. Investing in quality management software is essential for building long-term customer relationships, boosting agent performance, and reducing overall support costs. The right QMS empowers your team to deliver consistently high-quality service and helps maintain customer satisfaction. Ultimately, it’s not about whether you need QMS; it’s about finding the best solution for your business needs.

Quality assurance is the backbone of exceptional customer service. Yet for many organizations, traditional customer service QA remains a manual, time-consuming process that barely scratches the surface of customer interactions. With agentic AI set to autonomously resolve most common service issues and Voice AI ushering in a new era of seamless problem-solving, customers expect flawless experiences across every touchpoint. But QA teams struggle to evaluate interactions at scale, often missing critical insights while agents wait days or weeks for feedback that could improve their performance immediately.

Traditional QA approaches can't keep pace with the volume and complexity of modern customer interactions. However, AI-powered solutions are transforming evaluation processes through automation and intelligent analysis. While generative AI suggests responses and flags follow-ups, advanced QA systems provide real-time support and sentiment analysis, enabling organizations to catch issues before they escalate and coach agents in the moment. 

Zendesk QA automatically evaluates 100 percent of interactions, delivers instant coaching insights, and empowers teams with actionable intelligence that drives both agent performance and customer satisfaction to new heights.

Next, we’ll dive into an expanded product review of quality assurance system software, highlighting key features, use cases, pricing, and more.

• Zendesk: Best for fully integrated AI-powered quality management
• Playvox: Best for omnichannel contact center teams
• Balto: Best for live QA for sales calls
• AmplifAI: Best for large teams needing AI-driven coaching
• Cresta: Best for AI chat and call centers
• Calabrio: Best for omnichannel quality and analytics at scale
• Scorebuddy: Best for customizable QA for contact centers
• Convin: Best for automated QA for multichannel teams

1. Zendesk

Best for fully integrated AI-powered quality management

Starting price	Free trial	Key features
$35/agent/month (billed annually) Explore more Zendesk pricing plans.	14 days	AI-powered QA Custom prompt-based QA AI Agent QA Voice QA AI-powered reporting and analytics Automated Conversation Insights Coaching and 1-1s Calibration Reviewer QA

Zendesk QA is leading the AI-driven quality management charge thanks to its human-first, service-specific intent. Zendesk leverages AI to help you boost customer satisfaction (CSAT), reduce churn rate, and cut the cost of CX operations.

Zendesk AutoQA scores the quality of all interactions, including those with AI agents and AI-assisted voice software, to continuously improve customer satisfaction. The tool can identify high-risk moments instantly, including customers at risk of churn, stuck conversation loops, dead air on calls, and more, allowing you to fix problems before they escalate. You can review 100 percent of agent conversations, identify churn risks and outliers, view performance trends, and more.

Businesses that adopt Zendesk can access Voice QA and QA for AI agents, ensuring unparalleled consistency across 100 percent of your support channels. With AI-powered AutoQA for AI agents, you can automate the evaluation process, allowing you to identify significant conversations and potential issues proactively. And Zendesk is the most suitable solution for both small and large contact center teams, whether they have internal or external support agents.

In addition, Zendesk QA has Spotlight and Automated Conversation Discovery features that can automatically pinpoint problematic conversations, negative customer sentiment, and more, so you can easily address urgent issues with priority. This helps you streamline quality monitoring, reduce escalations, and identify follow-up opportunities with agents and customers.

The advanced analytics capabilities of Zendesk AI help you understand the relationship between your service quality and performance metrics. Track key customer service performance indicators (KPIs), CSAT, and more in real time to identify areas for improvement and what parts of the CX are failing. From there, coaching and learning help you identify top- and low-performing agents, knowledge gaps, and recurring issues. This guides you toward training opportunities and actionable feedback to improve your team.

If you want to develop an outstanding team of support professionals, enhance the agent experience, and foster a positive customer experience, Zendesk QA is the AI-powered quality assurance solution for you.

Pros	Cons
Advanced AI-powered QA Custom prompt-based insights AI Agent QA and Voice QA Intuitive UX Native browser extension to evaluate any conversation right at the source	Advanced tools might require a learning curve upon adoption Voice QA for Voice AI Agents is not available yet

What people are saying:

• “We continue to offer excellent support with a great CSAT score and impressive response times. But on top of this, we’re now sharing more information internally and providing 10 times as much proactive advice between support agents than we did before.” —Luis Hernandez, VP of customer success at Geckoboard
• “With Zendesk, everything is in one place—you don't have to open separate tabs for your phone system, customer information, and trouble tickets. You can go through your workday in one place and quickly find what you need. This eliminates decision fatigue because you have everything at your fingertips.” —Axel Keicher, customer integration lead at Rentman
• “I never had to do any training on reporting with Zendesk, yet I’ve created a lot of reports. It’s just plug and play.” —Shehan Karunaratne, senior director of customer support at Cognite

2. Playvox

Best for omnichannel contact center teams

Starting price	Free trial	Key features
$15/user/month (billed annually)	15 days	Automated agent scorecards Integrated coaching workflows Flexible evaluation criteria AI-powered feedback loops Workforce gamification tools

Playvox, now part of NICE, is a contact center software with workforce management and quality management capabilities. It can help teams review customer conversations over support tickets, live chat, and email.

The tool’s quality management capabilities assist in analyzing employee performance. Integrated coaching features can spot knowledge gaps and training opportunities. From there, users can use that data to create coaching programs.

Dynamic reporting, automated evaluation distribution, and badges or leaderboards for agents help maintain service consistency. Playvox Workloads allow managers to review team-wide performance, and users can customize evaluation criteria to search for specific figures. Additionally, sentiment analysis features identify how consumers are feeling during agent interactions.

Pros	Cons
Robust coaching integration Integrates with many CRMs	After NICE’s acquisition, Playvox has stopped developing most of its AI features Some features require extra support Not the most affordable option Clunky UX

What people are saying:

• “I really like how easy Playvox is to use and customize. Quality reviews are smoother, and having everything—feedback, scorecards, coaching—in one place saves a lot of time.”
• “Sometimes the platform can feel a bit slow or clunky, especially with lots of data. Some functions could be more intuitive.”
• “It's difficult to find the ticket interaction I was working on or to find my Evaluation drafts.”

Learn more: Discover how NICE integrates with Zendesk.

3. Balto

Best for live QA for sales calls

Starting price	Free trial	Key features
Contact Balto	Unavailable	Guided scripts and reminders Customizable QA scorecards Sentiment detection and summaries Supervisor escalation alerts

Balto automates QA by autonomously scoring every call and giving agents AI-driven feedback. Supervisors receive analytics via summarized dashboards, with the platform highlighting edge cases and compliance risks in real time.

The solution's Agent App delivers personalized explanations for QA scores, self-coaching tips, and leaderboards. Guided scripts and reminders appear during live conversations to help agents follow established protocols. The platform's QA scorecards allow organizations to define their own evaluation criteria and scoring methodologies based on specific business requirements.

Supervisor escalation alerts notify managers when calls require intervention or when compliance issues arise. This real-time monitoring capability enables supervisors to coach targeted behaviors on the fly and measure customer service quality improvements across the team.

Pros	Cons
Real-time agent feedback Accurate scoring	Some reporting integration limits Only for voice-based conversations No free trial

What people are saying:

• “Balto made it incredibly easy to bring someone from fresh hire to revenue-generating in a short amount of time.”
• “Some of the reporting could be better laid out.”
• “Our agents' conversations are very nuanced, and the AI was unable to be situationally intelligent.”

4. AmplifAI

Best for large teams needing AI-driven coaching

Starting price	Free trial	Key features
Contact AmplifAI	Contact AmplifAI	Unified reporting dashboards 150+ data source integrations Real-time compliance alerts Agent benchmarking tools Personalized goal setting

AmplifAI combines quality evaluations, coaching, and performance insights into a single, AI-enabled platform. By scaling automated scoring and compliance checks across all channels, AmplifAI uncovers skill gaps, motivates improvement, and enables targeted coaching based on real agent performance.

The platform's reporting dashboards present information tailored to different organizational roles, from individual agents to executive leadership. Each dashboard displays relevant metrics and insights appropriate to the user's responsibilities and decision-making needs.

Integration capabilities span over 150 data sources, allowing organizations to consolidate information from various systems into a single view. This comprehensive data collection supports more accurate performance assessments and identifies correlations between different operational factors.

Personalized goal setting allows managers to establish specific objectives for each agent based on their skill level and development needs. The platform tracks progress toward these goals and adjusts recommendations as agents improve.

Pros	Cons
Dashboards for every organizational role Rich integrations and recommendations	Large datasets may cause lag for some customers Some reporting limitations

What people are saying:

• “AmplifAI is fully equipped with what the team leaders and managers need to improve their performance.”
• “The library has a lot of videos, and if you spend time watching them, sometimes you forget to log in to your station on time.”
• “The UI/UX is not as sleek as I've seen other tools out there. I wish AmplifAI had a more modern look to the tool.”

Learn more: Discover how AmplifAI integrates with Zendesk.

5. Cresta

Best for AI chat and call centers

Starting price	Free trial	Key features
Contact Cresta	Contact Cresta	Generative AI scoring Real-time coaching hints Unified agent/virtual agent QA Outcome-based performance metrics

Cresta leverages generative AI to automatically evaluate all customer interactions for compliance, technique, and coaching needs. The system learns agent behaviors, correlating them with outcomes to recommend exactly who and what to coach.

Agents can access live coaching hints, as well as efficient chat and call review tools. Supervisors access deep performance insights and can tailor interventions at individual or team levels. The platform's generative AI scoring system analyzes conversations using advanced language models to evaluate quality, compliance, and effectiveness. This technology processes both structured and unstructured data from customer interactions to provide comprehensive assessments.

Real-time coaching hints appear during live conversations, offering agents contextual suggestions without interrupting the customer experience. These prompts can include script reminders, process guidance, or alerts about compliance requirements specific to the situation.

Pros	Cons
Advanced AI-driven analytics Easy integration for QA tasks	Less support for SMS or in-app chats Some predictive text limits

What people are saying:

• “Cresta is a great coaching tool that allows me to review and score chats efficiently.”
• “I would like to see some more personal customization and have it on the go.”
• “There are fewer predictive text options, if any, available for SMS and app chats.”

6. Calabrio

Best for omnichannel quality and analytics at scale

Starting price	Free trial	Key features
Contact Calabrio	Contact Calabrio	Screen and call recording Performance coaching modules Dynamic, role-based dashboards Flexible analytics integrations Comprehensive audit tools

Calabrio is a quality assurance software for contact centers that has features such as AI, customer sentiment detection, and audio and screen recording.

Omnichannel call capture helps managers analyze customer interactions. This feature automatically records interactions from mediums like the phone, email, and chat, and stores that information in Calabrio’s dashboard.

Performance coaching uses AI to identify agent skill gaps and guides managers in implementing training programs. Gamification features entice employees to perform better and engage in healthy competition.

Pros	Cons
Comprehensive analytics options Centralized user interface	Higher cost than some competitors May be complex for new users

What people are saying:

• “I use Calabrio ONE for QA purposes—and the transcription accuracy is excellent, so evaluations are precise. Finding calls and filtering is fast and intuitive, especially for QA searches and coaching use cases.”
• “It has so many features that it gets a bit confusing, but it has a lot of resources to direct and guide you throughout the process.”
• “I do wish it could integrate notifications into either Slack or Google Chrome; if I have certain items muted because of calls, I will not hear changes to my schedule, and I need bigger flashing visual notifications.”

Learn more: Discover how Calabrio integrates with Zendesk.

7. Scorebuddy

Best for customizable QA for contact centers

Starting price	Free trial	Key features
Contact Scorebuddy	Contact Scorebuddy	Flexible scorecard design Agent performance dashboards Customizable reporting and analytics Integrated CSAT and NPS surveys Collaboration features

Scorebuddy is quality assurance software designed for call centers. Its three main pillars are AI and automation, agent engagement, and using data for insights.

Agent reporting allows managers to monitor their team's performance, identify areas for improvement, and compile that information into one interface. This allows users to compare performance on an individual or team-wide basis.

Conversational analytics analyze and score customer interactions, monitor agent performance, and judge consumer sentiment.

Pros	Cons
Highly customizable tools Transparent performance view	Some reporting limits Interface may lag during busier periods

What people are saying:

• “The best part of Scorebuddy is the Insight reports, which give the company a clear snapshot of the areas where the agent needs improvement.”
• “The dashboard goes down sometimes when revising the calls.”
• “I don't like that it takes forever to load and crashes a lot. It is very hard to use the tool when this happens.”

Learn more: Discover how Scorebuddy QA integrates with Zendesk.

8. Convin

Best for automated QA for multichannel teams

Starting price	Free trial	Key features
Contact Convin	Contact Convin	Automated call and chat QA Real-time Agent Assist Learning management system Peer and manager coaching

Convin is quality assurance software for multichannel contact centers. It uses automation to give users insight into the performance of their team and their processes.

Automated quality assurance analyzes consumer interactions to help businesses evaluate agent performance and consumer sentiment, as well as identify any compliance issues. Real-time Agent Assist uses automation to help sales agents with conversations. It can direct them to mention something from a script or take the conversation differently if they get derailed.

The learning management system highlights agent performance and identifies training opportunities. Automated coaching piggybacks off that data to highlight where agents need coaching from managers or instances in which they could get coaching or guidance from their peers.

Pros	Cons
Automated QA insights Real-time agent coaching	Limited integration with legacy systems Complex features may have a learning curve

What people are saying:

• “Convin is an excellent tool for analyzing client calls and serving as a useful coaching tool, which is easy for managers to assess and provide targeted feedback to sales teams, and implement.”
• “AI-driven features require some betterment, but there have been significant improvements over time.”
• “The AI engine is not high on accuracy. There are lots of teething issues.”

Learn more: Discover how Convin integrates with Zendesk.

Quality control software varies from provider to provider. Some have features geared toward specific industries, and others may be all-encompassing. That said, here are the must-have features you should look for when choosing a customer service QMS:

• AI-powered quality assurance: Go for a solution powered by AI quality assurance to flag customer conversations based on your pre-defined criteria—allowing you to review every consumer interaction and uncover root issues to maintain consistent standards.
• Workforce management (WFM): Ensure you have the right number of skilled personnel to optimally allocate tasks based on their expertise and availability. That way, you can significantly enhance the quality of your people’s outputs.
• Coaching and learning advancements: The tool should allow you to monitor agent performance and KPIs in real time to identify low-performing agents or training opportunities.
• 360-degree feedback: Look for features that combine internal quality reviews with customer surveys and feedback to get a holistic view of your team’s performance.
• Analytics and trend data: Be sure you can measure team performance over time to pinpoint trends and evaluate the status of your operations.

No matter your industry or use case, you should look for these capabilities at a minimum. Take note: Zendesk QA has all of these and more.

Quality assurance systems can strengthen your operations in several key areas. Here are some of the top benefits of QMS:

• Enhances the customer experience: After adopting automated QA and identifying coaching opportunities, you’ll naturally improve your team’s performance. These will ensure you deliver a consistently positive CX.
• Drives customer loyalty: Customers are loyal to businesses that cater to their needs and deliver an outstanding CX. With quality assurance systems, you’ll succeed in both.
• Improves employee service: Quality assurance systems encourage a culture of development and continuous improvement, which can show employees that you are committed to their growth.
• Boosts agent performance: QMS can pinpoint where agents are underperforming and highlight any team-wide knowledge gaps, improving team productivity and performance.
• Identifies areas for improvement: Through 360-degree feedback and real-time insights, organizations can identify any troubling trends or areas for improvement.

Overall, QMS can play a crucial role in developing your team and building long-term relationships with your customers.

Beyond evaluating key features and benefits, you’ll want to consider a few other factors before selecting a QMS. Here are some important questions to ask yourself:

• Define your needs and goals: Whether it’s a focus on employee performance or advanced analytics, clearly define what you need from a QMS and the features that are important to you.

• Weigh the total cost of ownership: QMS is more than just the monthly price. You must factor in implementation costs, ongoing maintenance, and other expenses that may accrue while using the system.

• Consider integrations: If you’re using internal tools and processes, ensure that a QMS can seamlessly integrate with them. For example, if you're looking for a QMS that will level up your employee service software, you’ll want to be sure it integrates with your support solution to streamline your data.

• Evaluate ease of use: A QMS isn’t any good if your team can’t get up to speed quickly. Ensure the system you select is easy for your employees to learn and use regularly.

Weighing up these variables will help you make the right decision for your organization.

*Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.