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description: Page 2 - Discover the best Contact Centre Quality Assurance Software for your organisation. Compare top Contact Centre Quality Assurance Software tools with customer reviews, pricing and free demos.
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title: Page 2 - Best Contact Centre Quality Assurance Software - 2026 Reviews, Pricing & Demos
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# Contact Centre Quality Assurance Software

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## Products

1. [inconnect](https://www.softwareadvice.com.au/software/171892/inconcert-omnichannel-contact-center) — 3.9/5 (19 reviews) — Designed for businesses in finance, technology, banking, retail, hospitality and other industries, inConcert Omnichan...
2. [Verint Automated Quality Management](https://www.softwareadvice.com.au/software/424859/verint-automated-quality-management) — 3.7/5 (19 reviews) — Verint Automated Quality Management gives visibility to operations, allowing users to evaluate calls and automate qua...
3. [VQ Online](https://www.softwareadvice.com.au/software/380263/vq-online) — 4.7/5 (18 reviews) — VQ Online reimagines quality assurance for modern customer service environments, revolutionizing how businesses evalu...
4. [Medallia Agent Connect](https://www.softwareadvice.com.au/software/219604/stella-connect) — 4.9/5 (18 reviews) — Medallia Agent Connect (formerly known as Stella Connect) is a web-based customer experience management solution desi...
5. [Intalk.io](https://www.softwareadvice.com.au/software/244062/intalk-io) — 4.1/5 (13 reviews) — intalk.io is a modern communication platform best suited for contact centers across outbound sales, customer service,...
6. [Leaptree Optimize](https://www.softwareadvice.com.au/software/527339/Leaptree-Optimize) — 4.8/5 (12 reviews) — Built inside Salesforce, Leaptree Optimize is an AI-powered QA platform that boosts customer engagement quality, auto...
7. [Cisco Finesse](https://www.softwareadvice.com.au/software/424125/cisco-finesse) — 4.9/5 (11 reviews) — Cisco Finesse is a contact center solution that delivers a quality digital experience for customers across multiple c...
8. [Balto](https://www.softwareadvice.com.au/software/69781/balto) — 4.3/5 (11 reviews) — Balto unites agents with AI to enable better conversations that deliver results. Top-performing contact centers trust...
9. [Capturi](https://www.softwareadvice.com.au/software/438452/capturi) — 4.8/5 (11 reviews) — As the leading platform for conversation analysis in Scandinavia, Capturi converts your customer conversations into c...
10. [Klearcom](https://www.softwareadvice.com.au/software/520443/Klearcom) — 4.8/5 (11 reviews) — Domestic IVR Testing In Over 100+ Countries. Experience real-time toll and toll-free number testing with Klearcom’s s...
11. [Inxide](https://www.softwareadvice.com.au/software/325742/inx-app) — 4.6/5 (10 reviews) — Inxide is the omnichannel conversational AI platform developed by Increso that integrates generative AI, omnichannel,...
12. [HiperMe\!](https://www.softwareadvice.com.au/software/416977/hiperme) — 4.8/5 (10 reviews) — HiperHiperMe\! is a unified communications and contact center platform designed to meet the needs of businesses in ter...
13. [LiveCaller](https://www.softwareadvice.com.au/software/370389/livecaller) — 4.8/5 (10 reviews) — LiveCaller is a live chat solution designed to help businesses connect and communicate with customers via calls, mess...
14. [Gryphon ONE](https://www.softwareadvice.com.au/software/154276/gryphon-sales-intelligence) — 4.7/5 (9 reviews) — Revolutionizing Enterprise Engagement: Fueling Growth, Enhancing Experience, and Fortifying Compliance Today's enterp...
15. [Centrical](https://www.softwareadvice.com.au/software/165247/gameffective) — 4.4/5 (8 reviews) — Centrical believes the frontline employee experience has the power to transform your business. That’s why our mission...
16. [IPscape](https://www.softwareadvice.com.au/software/357291/ipscape) — 4.9/5 (8 reviews) — Designed and developed in Australia, ipSCAPE is a cloud contact center technology solution that is feature rich, scal...
17. [CallAI](https://www.softwareadvice.com.au/software/417528/callai) — 4.7/5 (7 reviews) — CallAI is one of the best analytics solutions that can help contact centers achieve these benefits. CallAI is a speec...
18. [Twilio Flex](https://www.softwareadvice.com.au/software/390119/twilio-flex) — 5.0/5 (6 reviews) — Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of the...
19. [CallMiner Eureka](https://www.softwareadvice.com.au/software/343881/callminer-eureka) — 4.6/5 (5 reviews) — As the global leader in conversation intelligence, CallMiner empowers organizations across industries to elevate cust...
20. [OnviSource OmVista](https://www.softwareadvice.com.au/software/447717/onvicord) — 4.6/5 (5 reviews) — OmVista offers a comprehensive framework that transforms data into actionable insights, driving excellence in workfor...
21. [MaestroQA](https://www.softwareadvice.com.au/software/178192/maestroqa) — 5.0/5 (3 reviews) — MaestroQA is a quality assurance platform designed to help call centers measure and improve the customer experience. ...
22. [Observe.AI](https://www.softwareadvice.com.au/software/180931/observe-ai) — 4.3/5 (3 reviews) — Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the m...
23. [Qfiniti](https://www.softwareadvice.com.au/software/248395/qfiniti) — 4.5/5 (2 reviews) — Qfiniti is a contact center quality assurance solution that enables organizations to streamline processes related to ...
24. [RapportCMS](https://www.softwareadvice.com.au/software/346286/rapportcms) — 5.0/5 (2 reviews) — RapportCMS is a cloud-based contact center solution with all key call center tools available on demand. While most pr...
25. [MiaRec](https://www.softwareadvice.com.au/software/210238/miarec) — 5.0/5 (1 reviews) — MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use Mia...

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## Related Categories

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

## Links

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These scorecards not only capture agent behavior but also delve into root cause analysis, enabling a comprehensive evaluation of interactions. This dual-layer approach empowers businesses to understand both the surface-level performance and the underlying issues affecting customer interactions.\n\nA standout function of VQ Online is its robust search feature, simplifying the identification of interactions based on specific criteria. This functionality streamlines coaching and reporting efforts, allowing businesses to swiftly extract insights from interactions, whether for commendation or improvement.\n\nIts one-click data export capability amplifies the platform's seamless usability, enabling users to conveniently work with data offline. This flexibility caters to diverse operational needs, ensuring information is accessible and adaptable.\n\nReal-time reporting lies at the heart of VQ Online's efficacy. It equips managers and coaches with graphical and data-driven reports that provide actionable insights into agent behaviors. This instantaneous overview aids in identifying trends and addressing potential issues promptly.\n\nVQ Online introduces a dual perspective with its secondary CSAT/NPS evaluation component. By juxtaposing agent behavior with customer perception, businesses can align their strategies with actual customer sentiment, bridging the gap between intention and perception.\n\nA robust QA management function assigns, tracks, and reports the quality assurance function, ensuring agents receive timely feedback and eliminating the tedious tracking associated with QA management.\n\nIn summary, VQ Online transcends traditional QA approaches by offering a comprehensive, web-based solution for evaluating and enhancing customer interactions. 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Key features include call center management, performance management, live chat, social media integration, complaint monitoring, performance metrics, and feedback management. \n\nTeams using Medallia Agent Connect can collect customer feedback and share them directly with agents in real-time to drive motivation and engagement. The platform enables managers to identify coaching opportunities, receive alerts when an agent gets negative feedback, and deliver reinforcements after a positive interaction with agents. Additionally, with Medallia Text Analytics, users can gain insights into customer sentiment and respond to pain points immediately. \n\nMedallia Agent Connect supervisors can measure KPIs through NPS, CES, and CSAT scores to drive deeper customer connections. The rewards and recognition module enables organizations to manage customer-driven rewards to incentivize agents based on positive service interactions.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/c22aca53-0cea-42fa-9b17-b9fbdafb8d06.png","url":"https://www.softwareadvice.com.au/software/219604/stella-connect","@type":"ListItem"},{"name":"Intalk.io","position":5,"description":"intalk.io is a modern communication platform best suited for contact centers across outbound sales, customer service, internal service desks, vendor management processes. You can connect multiple channels such as voice, email, social media, chat to a single platform thus enabling a consistent brand experience. Automate your service workflows with IVRs, Chatbot and Email automation. intalk.io runs on the cloud, in hybrid mode or can be installed on-premise following all internal security protocols.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/7518f9b4-c85f-4203-bb7d-5f70881118e1.png","url":"https://www.softwareadvice.com.au/software/244062/intalk-io","@type":"ListItem"},{"name":"Leaptree Optimize","position":6,"description":"Built inside Salesforce, Leaptree Optimize is an AI-powered QA platform that boosts customer engagement quality, automates evaluations, and streamlines agent performance productivity. \n\nThe CX quality assurance platform empowers QA leaders to standardize evaluations, build AI-enhanced dynamic QA scorecards, access customizable dashboards enriched with AI-driven insights, calibrate evaluators for consistent scoring, and analyze large volumes of customer interaction data — all within Salesforce.\n\nKey features include:\n- AI-Driven CX QA automation – Reduce manual scoring time and ensure unbiased assessments.\n-Customizable scorecards – Align QA criteria with business goals for more relevant evaluations.\n- Real-time coaching and feedback – Improve agent performance with targeted, data-driven insights.\n- Advanced analytics and reporting – Gain visibility into trends and team performance.\n- Seamless integrations – Connect with CRMs and contact center platforms for streamlined workflows.\n\nLeaptree Optimize is built for growing businesses looking to scale efficiently and effectively, ensuring that every customer interaction meets the highest quality standards.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b822e076-3dc6-4df0-88b0-04dc48799da6.jpeg","url":"https://www.softwareadvice.com.au/software/527339/Leaptree-Optimize","@type":"ListItem"},{"name":"Cisco Finesse","position":7,"description":"Cisco Finesse is a contact center solution that delivers a quality digital experience for customers across multiple channels of communication. The sytem provides instant call routing, team communication, real-time agent training, live chat, and silencing capabilities for agents who are not available to handle customer inquiries. In addition, Cisco Finesse provides advanced analytics to understand agent behavoirs pertaining to queue metrics such as quickest response time and longest queue time.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/e40de8af-aacd-4954-b7b8-21cd807cecbd.png","url":"https://www.softwareadvice.com.au/software/424125/cisco-finesse","@type":"ListItem"},{"name":"Balto","position":8,"description":"Balto unites agents with AI to enable better conversations that deliver results. Top-performing contact centers trust Balto’s real-time guidance enterprise solution to prevent missed sales opportunities, costly compliance mistakes, and negative customer experiences. Today, Balto has guided over 250 million calls, provided over 450 million real-time recommendations, and driven millions in increased revenue.\n\nWith Balto, the results are astounding:\n\n- AmTrust improved CSAT scores by 25%\n- Arsenal Business Growth reduced ramp time by 83%\n- Florida Window & Door increased conversion rates and appointments by 30%\n- The Junkluggers decreased call duration by 6%\n\nBalto's Real-Time Guidance Platform is backed by powerful generative AI to automate call summarization, coaching, manual QA processes, and more. An AI-Powered Contact Center at Your Fingertips.\n\nLearn more at balto.ai","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/c9f0f792-70eb-4746-ad3c-29203fea9d04.png","url":"https://www.softwareadvice.com.au/software/69781/balto","@type":"ListItem"},{"name":"Capturi","position":9,"description":"As the leading platform for conversation analysis in Scandinavia, Capturi converts your customer conversations into concrete insights.\n\nWith these insights, your customer service team will learn how wording, efficiency, and win-back strategies affect customer satisfaction and retention rates.\n\nEvery year, Capturi processes and analyzes more than 35 million conversations from sales, customer service, and citizen service departments.\n\nCapturi's conversational AI platform is a trusted partner in creating extraordinary conversations and ensuring that every single interaction is productive and memorable – regardless of whether a call is handled by a human or an artificial agent.\n\nCapturi’s AI solution can be divided into three use cases: Insights, Assistant, and Artificial Agents.\n\nWith Capturi Insights and Automation, you can get to know your customers better without having to spend unnecessarily long time. You will gain insights into how to successfully reduce average handling time, which type of approach to use to increase customer satisfaction levels, and how to reduce the overall conversation length. \n\nTo further improve customer satisfaction levels and provide additional insights, Capturi automatically identifies spikes in the number of conversations on given topics.\n\nWith Capturi AI Assistant, you can revolutionize the way your agents access information. The AI Assistant is designed to do just that: assist agents in improving, streamlining, and optimizing their call handling. Using complex technology, the Assistant can identify customer inquiries while they wait in the phone queue. Once the customer has explained their problem, the Assistant summarizes key points and forwards these to the agent along with concrete solution suggestions based on best practices.\n\nAdditionally, the AI Assistant will soon be able to collect important information across conversations and update knowledge articles accordingly. It will also be able to dynamically suggest new topics based on popular topics and best practices.\n\nIn addition, you can sign up for a waitlist for our AI Agents. These Artificial Agents can help customers solve simple inquiries quickly and effectively, without compromising the high quality that is essential in any customer interaction. In cases where the AI Agent is not able to provide suitable assistance, it forwards the call to a human agent with expertise in the given area.\n\nDue to a customer-centric approach and a product that is continuously developed based on customer needs and feedback, Capturi has an NPS of 70.5 – in comparison, the average SaaS company has an NPS of 36.\n\nTo ensure that all customers benefit as much as possible from the platform, we offer unlimited access to a Customer Success Manager. Based on each department's data, the Customer Success Manager will help the team reach their goals and set new ones accordingly.\n\nCapturi is a plug-and-play tool that can easily be integrated into your preferred contact center solution. This way, you can still enjoy the favorite features of your current system while gaining access to new insights with Capturi.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/566ddf5e-29fb-40fb-a160-e79c8482610f.png","url":"https://www.softwareadvice.com.au/software/438452/capturi","@type":"ListItem"},{"name":"Klearcom","position":10,"description":"Domestic IVR Testing In Over 100+ Countries. Experience real-time toll and toll-free number testing with Klearcom’s single-test SaaS platform, featuring fixed line/GSM, no installation, and 24/7 triage.\n\nKlearcom has developed an AI-driven SaaS platform that ensures multinational contact centers are the first to know about issues with their domestic speech-based IVRs, pinpointing root causes in real time and preventing customer outages in over 96 countries.\n\nOur platform leverages AI to quickly detect and resolve problems by analyzing the full customer call path, benchmarking performance, and alerting on every issue. Utilizing machine learning, automatic speech recognition, and audio fingerprinting, we offer a comprehensive view of the call journey from customer to agent with a single test, which is highly appealing to our enterprise clients.\n\nWe enable our customers to benchmark local performance across more than 96 countries, uncovering blind spots in domestic IVR performance and enhancing the global customer experience one conversation at a time.\n\nKey advantages of our platform include measuring audio quality at each call stage, conducting IVR/speech bot testing in 96 countries, and performing speech intent testing in 40+ languages. For instance, when a user says a drug name on a Pfizer IVR in Japanese, our platform ensures the speechbot understands the intent and correctly transfers the call.\n\nThe most significant advantage of our platform is that it requires zero integration with customer systems—simply provide the number, and Klearcom takes care of the rest.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/9db0a50c-6f31-4698-a345-0cd3fe5e672d.png","url":"https://www.softwareadvice.com.au/software/520443/Klearcom","@type":"ListItem"},{"name":"Inxide","position":11,"description":"Inxide is the omnichannel conversational AI platform developed by Increso that integrates generative AI, omnichannel, workflow and automation technologies to deliver engaging, self-service interactions to customers, empower Customer Specialist operations and reduce related costs.\nThe platform is built on cloud technology with a PaaS microservice architecture. It is an ISO 27001-certified platform, based on AWS systems with the highest standards of security, reliability and scalability. It can be easily integrated with any of our clients' application through predefined and customized APIs or widgets.\nThe platform enables companies to interact with their customers across various channels such as voice, chat, email SMS, and social media, all within a single operational dashboard.\nThe quality of interactions is ensured with advanced technologies like WebRTC, while features such as auto-dialer and voice campaigns enable the automated management of large volumes of requests.\nThe Inxide WorkFlow module is designed to manage complex Customer Journeys, allowing for the precise configuration of operational steps, roles, and profiles.\nEach interaction with the end customer is meticulously tracked, providing a high level of personalization for the customer experience.\nThe Generative AI module allows companies to configure and monitor virtual assistant agents capable of autonomously handling customer conversations in natural language. By integrating five generative AI engines, including Azure, OpenAI, and Anthropic, companies can choose the one that best suits their needs.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b3fbee5d-a497-4735-9d97-71ab290a3acc.jpeg","url":"https://www.softwareadvice.com.au/software/325742/inx-app","@type":"ListItem"},{"name":"HiperMe!","position":12,"description":"HiperHiperMe! is a unified communications and contact center platform designed to meet the needs of businesses in terms of internal collaboration and customer engagement. With a wide range of advanced features and functionalities, HiperMe! positions itself as a comprehensive and highly efficient solution in the field of enterprise communications.\n\nOne of the standout features of HiperMe! is its focus on unified communication. The platform integrates multiple communication channels, such as phone calls and real-time chats, into a single user-friendly interface. This allows users to access all their communication tools from one place, enhancing productivity and efficiency in the workplace. HiperMe! also stands out for its focus on customization and scalability. The platform adapts to the specific needs of each company, allowing customization of workflows, configuration of routing rules, and creation of customer service scripts. Furthermore, HiperMe! is a scalable solution that can grow alongside the business, accommodating changing demands and supporting increased communication volume.\n\nHiperMe! Contact Center offers a variety of tools to effectively manage customer interactions. The platform enables the setup of call queues, intelligent call routing, call recordings, performance metric tracking, and analytical reporting. The platform integrates various channels, including phone calls, emails, chat, social media, and SMS, into a centralized system. This multichannel approach allows customers to engage with the contact center through their preferred communication method, providing flexibility and convenience. These functionalities ensure efficient and high-quality customer support, enhancing customer satisfaction and optimizing contact center management.\n\nHiperMe! is a comprehensive unified communications and contact center platform designed to enhance internal collaboration and customer support in businesses. With its extensive set of features and advanced functionalities, HiperMe! helps organizations optimize their communications, increase productivity, and deliver exceptional customer service.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/514d6040-4524-4b08-bd62-111aedf87eb5.jpeg","url":"https://www.softwareadvice.com.au/software/416977/hiperme","@type":"ListItem"},{"name":"LiveCaller","position":13,"description":"LiveCaller is a live chat solution designed to help businesses connect and communicate with customers via calls, messages, third-party tools and co-browsing capabilities. Agents can maintain a record of phone calls, store clients' contact details in a centralized repository and monitor live conversations on a unified platform.\n\n\nKey features of LiveCaller include analytics, queue management, canned responses, user groups and role-based permissions. Managers can gain insights into customer satisfaction rates, key performance indicators (KPIs) and average response time, among other metrics on a cloud-based dashboard. Additionally, agents can access received messages in a collaborative inbox and utilize co-browsing capabilities to respond to clients' queries in real-time.\n\n\nLiveCaller integrates with third-party communication channels including Facebook Messenger, Viber and Telegram. The product is available on monthly or annual subscriptions and support is extended via phone, email, community forums and other online measures.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/16977cd8-16a4-4c41-ad78-7f0c067d3e1f.png","url":"https://www.softwareadvice.com.au/software/370389/livecaller","@type":"ListItem"},{"name":"Gryphon ONE","position":14,"description":"Revolutionizing Enterprise Engagement: Fueling Growth, Enhancing Experience, and Fortifying Compliance\n\nToday's enterprises face a dynamic landscape, balancing bold growth targets with stringent compliance regulations and exceptional customer experiences. Gryphon ONE equips marketing, customer service, and sales teams with the tools to achieve significant revenue growth, improve customer experiences, and address compliance risks. This is accomplished by seamlessly aligning regulatory requirements with unique business objectives in every interaction.\n\nUnlock Revenue Potential: Many organizations struggle with compliant outreach, inadvertently shrinking their pool of reachable contacts due to excessive suppression. With 25+ years of specialized expertise, Gryphon AI understands the complexities of compliance requirements. We've partnered with 200+ enterprise organizations, helping them navigate regulatory and company-specific risks while significantly expanding their marketable audience. Gryphon ONE ensures your outreach efforts are both compliant and effective, transforming previously untapped segments into valuable leads that drive increased revenue.\n\nElevate the Customer Journey: Modern customers demand personalized and seamless interactions. Gryphon ONE's proprietary AI provides real-time insights that drive unique business objectives at every stage of the customer journey. By intelligently engaging with customers before, during, and after every interaction, Gryphon ONE: guides your team toward optimal engagement strategies, proactively addresses potential issues as they arise, and delivers key performance insights such as call success and customer sentiment. This data-driven approach enhances personalization, improves agent effectiveness, and cultivates greater customer loyalty.\n\nFortify Against Risk: For more than a quarter-century, Gryphon AI has been a trusted ally in helping enterprises avoid critical violations such as TCPA, Do Not Contact, and collections infractions across all communication channels. Our automated Gryphon ONE platform ensures comprehensive compliance by diligently adhering to Federal, state, and provincial regulations, dynamic contact data updates, call curfew and frequency restrictions, opt-out requests, and proprietary data on existing business relationships and consent. Crucially, the platform maintains a comprehensive audit trail of all these processes, providing irrefutable proof of compliance and safeguarding your organization from potential penalties. \n\nGryphon ONE provides comprehensive contact compliance protection, empowering industry-leading, risk-free growth across even the most regulated industries.\n\nFinancial Services:  In a highly regulated and evolving environment, modern FinServ companies need a proactive approach to compliance. Gryphon ONE enables financial institutions to mitigate risk while simultaneously enhancing the customer experience, ensuring they remain competitive and compliant.\n\nInsurance:  Insurance carriers face a myriad of compliance challenges, from accurate claims handling to safeguarding sensitive customer data. Gryphon ONE delivers a holistic solution, effectively bundling robust risk management with intelligent customer engagement, empowering carriers to thrive in a dynamic landscape.\n\nHealthcare:  Regulatory compliance is paramount in healthcare, impacting member safety, data security, and operational efficiency. Gryphon ONE delivers intelligent contact compliance that arms organizations with the tools for regulatory adherence while maintaining a patient-centric approach, fostering healthy and compliant growth.\n\nTelecommunications:  Telecom enterprises navigate a hyper-dynamic landscape of intense competition and regulatory pressures. Gryphon ONE offers an innovative compliance solution that minimizes regulatory risk while maximizing marketing reach, proactively addressing these challenges and ensuring long-term success.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/caba4e72-a817-4dbb-92ff-11c507da0268.png","url":"https://www.softwareadvice.com.au/software/154276/gryphon-sales-intelligence","@type":"ListItem"},{"name":"Centrical","position":15,"description":"Centrical believes the frontline employee experience has the power to transform your business. That’s why our mission is to connect every part of the employee experience and make every moment actionable in a way that inspires and guides the success and growth of every individual. \nWhat makes us different:\n• Engaged: Centrical keeps employees inspired to do great work, motivated to grow, and connected to their team and company by gamifying performance, driving continuous learning and recognizing and rewarding success. \n• Guided: Like a fitness tracker for work, Centrical brings out the best in every employee by providing clear goals, visibility into progress, and continuous personalized guidance and support to keep them performing at their best. \n• Personalized: Every part of our lives is personalized, and we have come to expect it. Centrical creates a personalized experience to meet the expectations of today’s employee. \n• Unified: We connect every part of the employee experience and make every moment actionable. Learning responds to performance, coaching responds to trends and employee feedback, and because of that, everything is better together.\n\nFounded in 2013, Centrical serves a diverse client base comprised predominantly of global fortune 500 companies. Our platform is deployed worldwide and used by hundreds of thousands of employees.\n\nOur clients use Centrical to:\n• Improve frontline performance (e.g., increase sales, increase; productivity)\n• Increase employee engagement (e.g. reduce absenteeism; reduce attrition)\n• Enable employees to learn in the flow of work (e.g. reduce errors; increase knowledge retention)\n• Create engaging onboarding experiences (e.g. increase brand adoption; reduce early attrition)","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/27d5a3ec-c321-4818-8fe0-768d6d707966.png","url":"https://www.softwareadvice.com.au/software/165247/gameffective","@type":"ListItem"},{"name":"IPscape","position":16,"description":"Designed and developed in Australia, ipSCAPE is a cloud contact center technology solution that is feature rich, scalable and offers advanced integration capabilities. Hosted on Microsoft Azure, the contact center technology integrates with Microsoft Teams, Microsoft Power BI and Microsoft Dynamics. Connect with customers through voice, webchat, email and SMS. The platform includes advanced integration capabilities.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/64838adc-1965-474a-90b6-308e36763614.png","url":"https://www.softwareadvice.com.au/software/357291/ipscape","@type":"ListItem"},{"name":"CallAI","position":17,"description":"CallAI is one of the best analytics solutions that can help contact centers achieve these benefits. CallAI is a speech analytics solution developed by GoVivace Inc., a leading conversational AI and speech analytics solutions provider. It uses natural language processing and machine learning algorithms to analyze and extract insights from voice conversations between customers and agents. It can automatically generate quality assurance scorecards for agent training and performance tracking based on various metrics such as script compliance, customer sentiment, call driver trends, overtalk, and speaking rate. These metrics can help managers monitor and train their agents more effectively and efficiently by providing them with specific and targeted feedback on their strengths and weaknesses. CallAI can also help managers identify best practices and areas for improvement across the contact center.\n\nCallAI can help businesses and organizations understand their customers better by analyzing their behavior, preferences, and sentiment. It can identify the reasons why customers call, what they are satisfied or dissatisfied with, what they expect or need from the service, and how they perceive the brand or the competitors. These insights can help businesses and organizations tailor their services, products, offers, and marketing strategies to meet their customers' needs and expectations. The solution can help businesses and organizations identify new opportunities to increase customer satisfaction, loyalty, retention, and revenue by providing them with personalized recommendations, cross-selling and upselling suggestions, and proactive service offers. It can also help businesses and organizations monitor the market trends and the competitive landscape by providing them with insights on competitor mentions and product feature mentions in voice conversations. These insights can help businesses and organizations improve their product management and marketing plans by aligning them with customer feedback and market trends.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f67b3e98-7e76-46ca-846c-42c3da721e99.png","url":"https://www.softwareadvice.com.au/software/417528/callai","@type":"ListItem"},{"name":"Twilio Flex","position":18,"description":"Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize every element of the experience including the agent interface, communication channels, interaction routing and reporting to meet the unique needs of the business.\n\n\nKey features include voicemail, call waiting, callbacks, outbound dialing, cold transfer, warm transfer, answering machine detection, data callbacks, internal chat, flag for assistance, routing configuration and alerts, call recording, marketplace analytics, desktop analytics, reporting, conversation player, workforce optimization (WFO), customizable historical reporting, keyword spotting and real-time recording transcription.\n\n\nThe Twilio Flex platform integrates data with any channel, customer relationship management (CRM) system, data source or component – including custom-built widgets.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/0527f760-9642-4c9d-bc08-015ada8cceb7.png","url":"https://www.softwareadvice.com.au/software/390119/twilio-flex","@type":"ListItem"},{"name":"CallMiner Eureka","position":19,"description":"As the global leader in conversation intelligence, CallMiner empowers organizations across industries to elevate customer experience (CX) through comprehensive, AI-driven insights. Combining deep domain expertise with cutting-edge artificial intelligence (AI), including generative AI, agentic AI, and machine learning,   CallMiner delivers the industry’s most powerful platform to analyze omnichannel customer interactions – voice, chat, email, social, and surveys – at scale. This enables enterprises to unlock the true value of every conversation, elevating CX and operational performance throughout the organization.\n\nThe CallMiner platform collects and analyzes every voice and text-based interaction, including unsolicited feedback such as contact center calls and solicited feedback like surveys and digital engagements. CallMiner uses advanced NLP, emotion detection, automated scoring, and AI-driven topic discovery to identify nuanced patterns, sentiment shifts, and behavioral traits. These insights reveal hidden opportunities across agent performance, operational efficiency, marketing effectiveness, sales enablement, and product innovation, and customer satisfaction. This intelligence informs data-driven decisions and accelerates continuous improvement in real time and post-interaction.\n\nCallMiner continues to innovate across key areas, including advanced AI capabilities. CallMiner AI Assist, the company’s agentic AI framework, leverages specialized AI agents to drive deep data investigation, create reports, accelerate workflows, and uncover actionable insights. Research agents answer complex questions using natural language, while supervisor agents coordinate tasks, surface patterns, and recommend next steps. Combined with our GPT-style help bot and summarization capabilities, CallMiner’s use of AI translates directly into better decisions, faster outcomes, and smarter customer experience actions.\n\nAdditionally, CallMiner’s newest product, CallMiner Outreach, empowers organizations to proactively engage customers with personalized, data-informed communications driven by AI-curated insights. CallMiner Outreach is a native customer engagement and feedback solution that automates and optimizes omnichannel campaigns based on real-time and historical conversation analytics, enabling marketing, sales, and service teams to deliver targeted messaging that improves customer retention, acquisition, and loyalty. This end-to-end customer engagement solution ensures that insights gleaned from conversation intelligence not only inform but activate business growth.\n\nCallMiner’s entire product suite supports both real-time and post-interaction analytics, allowing organizations to continuously monitor and improve contact center and customer experience operations. The platform’s extensible architecture offers seamless integration with key enterprise systems including CRM, workforce management, and quality assurance tools. Additionally, the robust Solutions Catalogue provides pre-built, use case-specific analytics content that accelerates insight harvesting, minimizes deployment time, and reduces total cost of ownership.\n\nCallMiner is trusted by leading organizations across technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality to deliver measurable, scalable business results. By transforming vast volumes of unstructured interaction data into actionable intelligence, CallMiner enables enterprises to drive meaningful CX transformation, improve operational efficiency, maximize agent impact, and uncover new growth avenues—all underpinned by the latest advances in AI technology.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f05cedd9-b417-4219-b223-afb9afa05b4e.png","url":"https://www.softwareadvice.com.au/software/343881/callminer-eureka","@type":"ListItem"},{"name":"OnviSource OmVista","position":20,"description":"OmVista offers a comprehensive framework that transforms data into actionable insights, driving excellence in workforce performance, customer loyalty, and overall business productivity. By integrating advanced AI analytics and automation tools, OmVista enables businesses to streamline operations, enhance customer satisfaction, and achieve measurable bottom-line results across various industry verticals.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f554e6a3-5413-4adc-9e2d-ab07b223a944.png","url":"https://www.softwareadvice.com.au/software/447717/onvicord","@type":"ListItem"},{"name":"MaestroQA","position":21,"description":"MaestroQA is a quality assurance platform designed to help call centers measure and improve the customer experience. It helps managers automate manual QA tasks with various capabilities, such as screen capture, agent coaching, scorecard customization, automatic grading, grade sharing, and more. Additionally, MaestroQA provides actionable insights by performing root cause analysis and identifying training/process gaps present among customer service teams. The platform can integrate with several third-party systems including Zendesk, Salesforce, Freshdesk, and others.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/26697e58-d648-441e-8c37-3697144f5fdc.png","url":"https://www.softwareadvice.com.au/software/178192/maestroqa","@type":"ListItem"},{"name":"Observe.AI","position":22,"description":"Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention. \n\nLeading and trusted companies like Bill.com, Public Storage, and Accolade partner with Observe.AI to accelerate outcomes from the frontline to the rest of the business.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/56751b94-bcaa-4320-a2c2-0e951e5fbd92.png","url":"https://www.softwareadvice.com.au/software/180931/observe-ai","@type":"ListItem"},{"name":"Qfiniti","position":23,"description":"Qfiniti is a contact center quality assurance solution that enables organizations to streamline processes related to employee forecasting, customer behavior analytics, staff performance management, PCI compliance management, and more on a centralized platform. It allows team members to set up screen recording, create online evaluations, manage speech analytics, and handle agent guidance, among other processes.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/fe152cc5-a583-482d-98f6-3f137dd9b395.png","url":"https://www.softwareadvice.com.au/software/248395/qfiniti","@type":"ListItem"},{"name":"RapportCMS","position":24,"description":"RapportCMS is a cloud-based contact center solution with all key call center tools available on demand. While most providers have built solutions from a telephony perspective, it helps recognize what happens after the agent says hello is of equal importance to what happened before.\n\nThe platform focuses on the intersection between telephony, interaction management and the people who handle the interaction. Unity4 offers various benefits including advanced analytics and reporting, omnichannel experience, advanced AI-based classification, automation, and reporting of emails and chat and diverse telecommunication networks with high availability.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/3fb593f4-82ee-455b-99de-05268601ac27.jpeg","url":"https://www.softwareadvice.com.au/software/346286/rapportcms","@type":"ListItem"},{"name":"MiaRec","position":25,"description":"MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale.\n\nMiaRec's Conversational Analytics Platform records customer interactions compliantly and securely, and offers contact centers Voice AI and machine learning that enables customers to automatically record, analyze sentiment and keywords, evaluate agent performance, redact data, and more across customer interactions.\n\nMiaRec helps organizations :\n\n- Improve Contact Center Efficiency and Productivity\n- Improve Customer and Agent Retention\n- Enhance CX and Increase Customer Satisfaction\n- Minimize liability and comply with legal requirements\n- Improve marketing and business intelligence","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/9f547220-a70c-40c3-a918-fc90725df92c.png","url":"https://www.softwareadvice.com.au/software/210238/miarec","@type":"ListItem"}],"numberOfItems":25}
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