Maintaining consistent service quality becomes a headache when agents turn over or your contact center team expands. More agents and more customer conversations quickly turns into your quality assurance team drowning in interactions they can't monitor effectively. This creates a painful dilemma: how do you ensure quality and compliance when your QA team can only review a fraction of calls?

Fortunately, the days of manually scoring interactions are fading fast. Modern QA software now uses AI to analyze every single customer conversation automatically. We've compiled a list of the top 10 QA solutions that actually deliver results, including Replicant, Observe.ai, CallMiner, Cresta, Level AI, Balto, Five9, Calabrio ONE, Genesys, and Verint. We’ll break down what makes each one unique, what they'll cost you, and how easily your team can adapt to them.

What is contact center quality assurance software?

Contact center quality assurance software encompasses specialized tools designed to monitor, score, and improve agent performance across customer interactions. Unlike traditional manual audits that sample only a tiny fraction of conversations, modern QA platforms can analyze every customer touchpoint to ensure consistent service delivery and compliance.

Core features of contact center QA software typically include:

• Call recording and transcription: Capturing and converting voice conversations into searchable text for analysis and review
• Agent scoring and feedback: Automated evaluation of agent performance against predefined quality criteria
• Coaching workflows: Structured processes for delivering feedback and improvement plans
• Analytics dashboards: Visual representations of performance trends and areas for improvement
• Compliance monitoring: Automated checks for adherence to regulatory requirements

These capabilities represent a significant advancement over spreadsheet-based scoring systems or manual audits, which are time-consuming, prone to inconsistency, and typically cover less than 2% of all customer interactions.

Why use contact center quality assurance software?

Implementing dedicated QA software delivers multiple benefits that directly address the challenges facing modern contact centers:

• Consistent, unbiased scoring: Automated systems apply the same evaluation criteria across all interactions, eliminating the subjective variance that occurs with human reviewers.
• Dramatic time savings: QA managers can reduce evaluation time by up to 90%, allowing them to focus on coaching rather than scoring.
• Real-time coaching opportunities: Many platforms identify coaching moments as they happen, rather than days or weeks after an interaction.
• Comprehensive coverage: Instead of sampling a small percentage of calls, advanced QA software can analyze 100% of interactions across channels.
• Regulatory compliance: Automated systems help ensure adherence to industry-specific regulations by flagging potential compliance issues.
• Data-driven improvement: Detailed analytics provide actionable insights for continuous improvement in agent performance and customer experience.

Ultimately, contact center QA software transforms quality monitoring from a limited, resource-intensive process into a comprehensive strategy that drives measurable results. By analyzing every customer interaction, these tools help contact centers identify patterns, address recurring issues, and create coaching programs that genuinely improve both agent performance and customer satisfaction.

10 best contact center quality assurance software for CX teams

The following ten solutions represent the leading contact center QA software available today. Each offers unique capabilities to help contact centers monitor interactions, improve agent performance, and ensure compliance.

1. Replicant
2. Observe.ai
3. CallMiner
4. Cresta
5. Level AI
6. Balto
7. Five9
8. Calabrio ONE
9. Genesys
10. Verint

1. Replicant

Overview: Replicant’s Conversation Intelligence delivers proactive, actionable insights into customer interactions so leaders can improve customer experiences, coach agents, and build a more efficient contact center. 

Unlike traditional systems that rely on basic keyword spotting, labor-intensive QA methods, and manual data analysis, Replicant uses secure and cutting-edge, multi-modal LLM technology to analyze and score 100% of calls. The platform proactively surfaces call drivers, important alerts, and targeted recommendations in natural language, allowing teams to focus on strategic improvements rather than time-consuming data analysis.

Key Features:

• Audio-based analysis: Uses the latest multimodal LLMs to collect signals directly from the audio—not just the transcript—to identify subtleties like long hold times, lack of empathy, mumbling, heavy accents, and rudeness from agents.
• Proactive insights: Dashboards provide natural language summaries when critical patterns emerge that leaders must address, such as spikes in specific call types or unresolved customer issues.
• Complete call summaries: Reduces after-call work by automatically generating comprehensive, objective summaries that capture the full context and nuance of each interaction.
• Customized agent scoring: Analyzes agent performance with LLM-generated scores, natural language commentary, and coaching recommendations targeting specific competencies.
• Automation recommendations: Identifies repetitive conversations that can be automated by AI agents, helping streamline operations and enhance efficiency.

Pricing: Contact for custom enterprise pricing.

Pros:

• Analyzes 100% of calls automatically
• Audio-based analysis captures context and tone beyond transcripts
• Integrated automation insights identify optimization opportunities
• Natural language summaries reduce analysis time
• Enterprise-grade security and integration capabilities

Cons:

• Currently does not include real-time agent assistance

Request a demo to learn more about Replicant’s Conversation Intelligence.

2. Observe.AI

Overview: Observe.AI focuses on improving agent performance through AI-powered analysis of calls and digital interactions. The platform transcribes conversations and automatically scores them against quality metrics, helping supervisors identify coaching needs and recognize top performers.

Key Features:

• Speech recognition: Converts voice conversations to text with high accuracy, including industry-specific terminology.
• Automated scoring: Evaluates interactions against predefined quality criteria without manual intervention.
• Real-time coaching: Provides in-the-moment guidance to agents during customer interactions.
• Agent performance metrics: Tracks individual and team performance over time with detailed analytics.
• Sentiment analysis: Identifies customer emotion throughout conversations to highlight satisfaction trends.

Pricing: Observe.AI offers tiered pricing based on volume of interactions and features needed. Contact the company for specific pricing details.

Pros:

• High accuracy transcription even with complex terminology
• Intuitive interface for supervisors and agents
• Detailed performance analytics
• Strong integration capabilities

Cons:

• Implementation may require significant setup time
• Advanced features available only in higher-tier plans

3. CallMiner

Overview: CallMiner provides comprehensive conversation analytics designed to extract actionable intelligence from customer interactions. The platform analyzes calls, chats, emails, and social media conversations to identify trends, measure quality, and ensure compliance.

Key Features:

• Comprehensive analytics: Examines interactions across all channels to identify patterns and improvement opportunities.
• Performance tracking: Monitors agent performance against key metrics and quality standards.
• Compliance monitoring: Automatically identifies potential regulatory violations in real-time.
• Automated coaching: Creates personalized coaching recommendations based on individual agent performance.

Pricing: CallMiner offers enterprise pricing based on interaction volume and selected features. Contact the company for a customized quote.

Pros:

• Robust analytics capabilities across multiple channels
• Detailed performance and sentiment tracking
• Strong compliance monitoring features
• Extensive customization options

Cons:

• Complex setup requiring technical expertise
• Significant investment for full feature set

4. Cresta

Overview: Cresta provides real-time assistance to agents during customer interactions, while simultaneously gathering data to improve quality assurance processes. The platform focuses on identifying successful conversation patterns from top performers and sharing these insights across the entire team.

Key Features:

• Real-time agent assistance: Suggests responses and next steps to agents during live customer interactions.
• Conversation intelligence: Identifies successful tactics from top-performing agents to create best practices.
• Performance insights: Tracks metrics like resolution rate, handle time, and customer satisfaction.
• Coaching recommendations: Generates personalized coaching suggestions based on individual agent conversations.
• Knowledge base integration: Connects with existing knowledge resources to surface relevant information during calls.

Pricing: Cresta uses a customized pricing model based on number of agents and selected features. Contact Cresta directly for specific pricing information.

‍Pros:

• Immediate impact on agent performance through real-time guidance
• Learning system that improves with more interactions
• Clear visibility into conversation effectiveness
• Ability to replicate successful conversation patterns

‍Cons:

• Requires time to learn your specific business context
• May not cover all compliance needs without additional tools

5. Level AI

Overview: Level AI leverages artificial intelligence to provide deep insights into agent performance and customer interactions. The platform automatically scores calls, analyzes quality, and identifies trends to help contact centers improve service delivery and compliance.

Key Features:

• Auto QA: Automatically scores 100% of customer interactions against customizable quality criteria.
• Agent performance management: Tracks individual metrics and identifies coaching opportunities.
• Customer journey analysis: Maps the full customer experience to identify friction points.
• Compliance monitoring: Flags potential regulatory issues in conversations.
• Intent recognition: Identifies customer needs and reasons for contact to improve routing and resolution.

Pricing: Level AI offers tiered pricing based on contact center size and required functionality. Contact the company for detailed pricing information.

Pros:

• Comprehensive quality scoring across all interactions
• Intuitive dashboards with actionable insights
• Strong topic and intent detection capabilities
• Regular product updates and new features

Cons:

• More focused on post-call analysis than real-time assistance
• Complex implementation for enterprise environments

6. Balto

Overview: Balto specializes in real-time guidance for contact center agents, providing prompts and suggestions during customer calls. The platform also offers post-call analytics to identify quality trends and improvement opportunities.

Key Features:

• Real-time guidance: Provides agents with the right information during calls to improve first-contact resolution.
• Dynamic checklists: Ensures agents follow required processes and compliance protocols.
• Call scoring: Evaluates agent performance against predefined quality criteria.
• Coaching insights: Identifies specific improvement opportunities for individual agents.
• Compliance monitoring: Ensures agents follow required disclosures and protocols.

Pricing: Balto uses a per-agent pricing model with various tiers based on features needed. Contact Balto for specific pricing information.

Pros:

• Quick impact on call quality through real-time guidance
• Reduced training time for new agents
• Strong compliance management features
• Intuitive interface requiring minimal agent training

Cons:

• Primary focus on voice calls rather than omnichannel
• May require scripting adjustments to maximize effectiveness

7. Five9

Overview: Five9 offers a cloud-based contact center solution with integrated quality management capabilities. The platform provides call recording, scoring, and coaching tools to help improve agent performance and ensure consistent service quality.

Key Features:

• Intelligent call recording: Captures and organizes interactions for quality review and training.
• Screen recording: Monitors agent desktop activity during customer interactions.
• Customizable scorecards: Creates tailored evaluation forms for different interaction types.
• Performance dashboards: Visualizes key quality metrics and trends.
• Coaching workflows: Streamlines feedback delivery and improvement tracking.

Pricing: Five9 offers subscription-based pricing with different tiers based on functionality. Contact Five9 for a customized quote.

Pros:

• Comprehensive contact center functionality beyond QA
• Strong integration with CRM systems
• Robust reporting capabilities
• Established vendor with proven reliability

Cons:

• More complex implementation than standalone QA tools
• Advanced analytics may require additional modules

8. Calabrio ONE

Overview: Calabrio ONE combines workforce optimization and analytics into a unified platform for contact centers. The quality management module provides tools for evaluating agent performance, identifying coaching needs, and ensuring consistent service delivery.

Key Features:

• Automated evaluations: Scores interactions against predefined quality criteria.
• Speech analytics: Identifies trends and patterns in voice conversations.
• Desktop analytics: Monitors agent application usage during customer interactions.
• Performance dashboards: Visualizes quality metrics and agent performance.
• Coaching tools: Facilitates targeted feedback and improvement tracking.

Pricing: Calabrio offers modular pricing based on selected components and number of agents. Contact Calabrio for specific pricing information.

Pros:

• Comprehensive workforce optimization beyond QA
• Strong integration with major contact center platforms
• Extensive customization options
• Robust reporting capabilities

Cons:

• Complex implementation requiring significant setup
• Full functionality may require multiple modules

9. Genesys

Overview: Genesys delivers comprehensive customer engagement solutions with integrated quality management capabilities. The platform allows contact centers to record, evaluate, and improve customer interactions across channels.

‍Key Features:

• Omnichannel recording: Captures interactions across voice, chat, email, and social channels.
• Automated scoring: Evaluates interactions against customizable quality criteria.
• Performance analytics: Tracks agent metrics and quality trends over time.
• Coaching workflows: Streamlines feedback delivery and performance improvement.
• Speech and text analytics: Identifies patterns and trends in customer conversations.

Pricing: Genesys offers subscription-based pricing with various tiers based on functionality and deployment model. Contact Genesys for detailed pricing information.

‍Pros:

• Comprehensive contact center functionality
• Strong omnichannel capabilities
• Robust integration options
• Established vendor with proven reliability

Cons:

• Complex implementation for full functionality
• Can require significant IT resources to maintain

10. Verint

Overview: Verint provides enterprise workforce engagement solutions with strong quality management capabilities. The platform helps contact centers record, analyze, and improve customer interactions while ensuring compliance with industry regulations.

‍Key Features:

• Automated quality scoring: Evaluates interactions against predefined criteria without manual effort.
• Speech analytics: Identifies trends, topics, and sentiment in voice conversations.
• Performance dashboards: Visualizes quality metrics and agent performance.
• Compliance recording: Ensures interactions meet regulatory requirements.
• Coaching tools: Facilitates targeted feedback and tracks improvement over time.

Pricing: Verint offers enterprise pricing based on selected modules and deployment model. Contact Verint for a customized quote.

Pros:

• Comprehensive compliance capabilities
• Strong enterprise-grade security
• Extensive customization options
• Robust analytics capabilities

‍Cons:

• Significant investment for full functionality
• Complex implementation requiring specialized expertise

Conclusion

Quality assurance remains a cornerstone of successful contact center operations, directly impacting customer satisfaction, agent performance, and regulatory compliance. The transition from manual sampling to AI-powered analysis of every customer interaction represents a fundamental shift in how contact centers approach QA—moving from reactive spot-checking to proactive, comprehensive oversight.

Modern QA software solutions deliver significant advantages over traditional methods by:

• Analyzing 100% of customer interactions instead of the typical 1-2% sample
• Providing consistent, objective scoring across all conversations
• Identifying coaching opportunities in real-time, when they can make the most impact
• Ensuring compliance with ever-evolving regulatory requirements
• Freeing QA teams from tedious scoring to focus on meaningful coaching

Each of the ten solutions reviewed offers unique strengths to address specific contact center needs. For contact centers seeking a comprehensive approach to quality management, Replicant's Conversation Intelligence platform stands out by combining automated scoring, real-time feedback, and deep analytics in a unified solution. The platform's ability to analyze every interaction while surfacing actionable insights helps QA teams work more efficiently while driving meaningful improvements in agent performance.

As customer expectations continue to rise and contact centers handle increasingly complex interactions, the role of quality assurance becomes more critical. The right QA software doesn't just identify problems—it helps contact centers understand root causes, implement targeted coaching, and systematically improve customer experiences.

When evaluating QA software for your organization, consider factors beyond features and pricing. Implementation requirements, integration capabilities, and ongoing support all play crucial roles in successful adoption. The ideal solution should complement your existing workflows while providing clear pathways to measurable improvements in quality metrics.

By investing in the right QA software, contact centers can transform quality assurance from a compliance checkbox into a strategic advantage that drives better customer experiences, higher agent satisfaction, and improved operational efficiency.

To see how Replicant's Conversation Intelligence can help your contact center improve quality assurance and agent performance, request a demo today.

‍