---
description: Discover the best Contact Centre Quality Assurance Software in Ireland. Compare top Contact Centre Quality Assurance Software tools with customer reviews, pricing and free demos.
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title: Best Contact Centre Quality Assurance Software in Ireland - 2026 Reviews, Pricing & Demos
---

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# Contact Centre Quality Assurance Software

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## Products

1. [Zoho Desk](https://www.softwareadvice.ie/software/393877/zoho-desk) — 4.5/5 (2214 reviews) — Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key feature...
2. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1787 reviews) — LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capab...
3. [Nextiva](https://www.softwareadvice.ie/software/2683/nextiva-business-voip) — 4.6/5 (919 reviews) — Nextiva is a customer experience management platform that consolidates all customer interactions into one AI-powered ...
4. [Talkdesk](https://www.softwareadvice.ie/software/20039/talkdesk) — 4.5/5 (733 reviews) — Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneous...
5. [NiCE CXone](https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (581 reviews) — NiCE is a cloud-based platform with native applications for ACD/IVR, omnichannel routing, workforce engagement manage...
6. [Five9](https://www.softwareadvice.ie/software/20063/five9) — 4.2/5 (484 reviews) — Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers w...
7. [CloudTalk](https://www.softwareadvice.ie/software/71871/cloudtalk) — 4.4/5 (269 reviews) — CloudTalk is an AI-powered, cloud-based call center solution designed for modern sales and customer support teams. It...
8. [Genesys Cloud CX](https://www.softwareadvice.ie/software/323407/pureconnect) — 4.3/5 (268 reviews) — Genesys Cloud CX cloud contact center software transforms your customer experience. It connects data across teams, to...
9. [Calabrio ONE](https://www.softwareadvice.ie/software/231268/calabrio-one-suite) — 4.5/5 (263 reviews) — Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabri...
10. [XM for Customer Experience](https://www.softwareadvice.ie/software/94382/qualtrics-customerxm) — 4.6/5 (255 reviews) — Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesse...
11. [Insightful](https://www.softwareadvice.ie/software/171184/workpuls) — 4.8/5 (237 reviews) — Insightful is a Work Intelligence platform that helps organizations understand how work actually happens across peopl...
12. [Convin](https://www.softwareadvice.ie/software/404632/convin) — 4.9/5 (232 reviews) — Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic envir...
13. [JustCall](https://www.softwareadvice.ie/software/75453/justcall) — 4.1/5 (225 reviews) — JustCall is an AI-powered customer communication platform built for sales and support teams. For 9 years, we've helpe...
14. [Squaretalk](https://www.softwareadvice.ie/software/30221/innitel-predictive-dialer) — 4.8/5 (114 reviews) — Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and s...
15. [Nextiva Contact Center](https://www.softwareadvice.ie/software/20035/nextiva-contact-center) — 4.5/5 (112 reviews) — Nextiva Contact Center is an AI-enabled solution that helps businesses manage customer interactions. The platform inc...
16. [Playvox](https://www.softwareadvice.ie/software/214699/playvox) — 4.8/5 (109 reviews) — Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with p...
17. [Sprinklr](https://www.softwareadvice.ie/software/86501/sprinklr-marketing) — 4.3/5 (91 reviews) — Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering b...
18. [eDesk](https://www.softwareadvice.ie/software/163237/xsellco-fusion) — 4.4/5 (71 reviews) — eDesk is an essential tool for ecommerce businesses looking to provide exceptional customer service across all their ...
19. [Froged](https://www.softwareadvice.ie/software/180817/froged) — 4.5/5 (56 reviews) — FROGED was designed with your growth in mind. This means you are in the driver seat from your customer success and pr...
20. [Call Center Studio](https://www.softwareadvice.ie/software/70301/call-center-studio) — 4.5/5 (47 reviews) — Call Center Studio is a next-gen cloud-born contact center solution that helps businesses build the best experiences ...
21. [Avaya Cloud Office](https://www.softwareadvice.ie/software/3958/ip-office) — 4.2/5 (45 reviews) — Avaya Cloud Office is a cloud-based communications and collaboration solution designed for small to midsize businesse...
22. [ScorebuddyCX](https://www.softwareadvice.ie/software/154795/scorebuddy) — 4.5/5 (43 reviews) — ScorebuddyCX is an AI-powered contact centre quality assurance and CX intelligence platform designed for QA teams, CX...
23. [Zendesk QA](https://www.softwareadvice.ie/software/343887/klaus) — 4.9/5 (23 reviews) — Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships thro...
24. [QEval](https://www.softwareadvice.ie/software/70861/qeval) — 4.0/5 (20 reviews) — QEval is a cloud-based solution that enables call centers to manage quality and compliance related requirements. Key ...
25. [EvaluAgent](https://www.softwareadvice.ie/software/134248/evaluagent) — 4.7/5 (20 reviews) — EvaluAgent is a quality assurance solution for customer service organizations designed to evaluate and coach agents. ...

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## Related Categories

- [Workforce Management Software](https://www.softwareadvice.ie/directory/374/workforce-management-software/software)
- [Contact Centre Software](https://www.softwareadvice.ie/directory/4389/contact-center/software)
- [Call Centre Software](https://www.softwareadvice.ie/directory/4588/call-center/software)
- [Call Center Workforce Management Software](https://www.softwareadvice.ie/directory/1855/workforce-management-optimization/software)
- [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software)

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| Locale | URL |
| de | <https://www.softwareadvice.de/directory/4478/quality-assurance/software> |
| en | <https://www.softwareadvice.com/quality-assurance/> |
| en-AU | <https://www.softwareadvice.com.au/directory/4478/quality-assurance/software> |
| en-GB | <https://www.softwareadvice.co.uk/directory/4478/quality-assurance/software> |
| en-IE | <https://www.softwareadvice.ie/directory/4478/quality-assurance/software> |
| en-NZ | <https://www.softwareadvice.co.nz/directory/4478/quality-assurance/software> |
| fr | <https://www.softwareadvice.fr/directory/4478/quality-assurance/software> |

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The platform enables seamless conversations across traditional, digital and social channels, allowing businesses to engage customers anywhere, at any time. Nextiva offers tailored solutions for companies of all sizes, from small businesses to large enterprises, to help them acquire, retain and grow their customer base.\n\nNextiva's platform features advanced AI and automation capabilities. It includes an intelligent, AI-powered contact center, customer journey orchestration tools and real-time customer insights, enabling businesses to deliver personalized, context-driven support.  Additionally, the platform includes workforce engagement management solutions, with automations and tools that streamline management, reduce agent fatigue and increase retention.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/c9a24305-2ac4-4413-b037-d2dbb1e6a1b0.png","url":"https://www.softwareadvice.ie/software/2683/nextiva-business-voip","@type":"ListItem"},{"name":"Talkdesk","position":4,"description":"Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and skills-based routing, callers are routed to the agent who is most qualified to meet the needs based on customizable data.\n\n\nTalkdesk displays the caller's name, image, contact information, purchase history and contact history in the agent's browser in real-time so they can personalize their conversations. The system automates tasks, so a new profile is created whenever a new contact calls. When a call is missed, Talkdesk sends an email containing call data, a voicemail recording and a transcription. Managers and agents are also able to make data-driven decisions with call monitoring, call recording, and real-time and historical reporting.\n\n\nThe system integrates with several different programs including InfusionSoft, Salesforce, Desk.com, Zendesk and Shopify. Price is per rep per month. Support is offered via knowledge base, email and phone.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/72ec2bfb-5f9c-4760-a4db-4091d12e1d3f.png","url":"https://www.softwareadvice.ie/software/20039/talkdesk","@type":"ListItem"},{"name":"NiCE CXone","position":5,"description":"NiCE is a cloud-based platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—all on one enterprise-scale platform.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b3fd65fb-d535-4d3c-a236-4c3eaf5cb32d.jpeg","url":"https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce","@type":"ListItem"},{"name":"Five9","position":6,"description":"Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. \n\n\nPowered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. \n\n\nThe AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. \n\n\nFive9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. \n\n\nThe contact center can be up and running in a matter of days and can be scaled up or down based on business needs.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/1e1033bd-ca8f-4fc5-bbf4-42c1f8318b4c.png","url":"https://www.softwareadvice.ie/software/20063/five9","@type":"ListItem"},{"name":"CloudTalk","position":7,"description":"CloudTalk is an AI-powered, cloud-based call center solution designed for modern sales and customer support teams. It simplifies both inbound and outbound communication by bringing everything together in one intuitive workspace.\n\nWith 80+ advanced calling features and 80+ CRM and helpdesk integrations — including HubSpot, Salesforce, and Pipedrive — CloudTalk empowers teams to automate daily workflows, enhance productivity, and deliver exceptional customer experiences.\n\nEnjoy global coverage in 160+ countries, crystal-clear call quality, and AI Conversational Intelligence that transforms every call into valuable insights.\nTrusted by over 4,000 companies such as Nokia, Glovo, and Valutico.\nStart your FREE 14-day trial today and experience the future of AI-driven calling.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/32f5ff6c-ec9b-48c5-900a-d7d82331f288.png","url":"https://www.softwareadvice.ie/software/71871/cloudtalk","@type":"ListItem"},{"name":"Genesys Cloud CX","position":8,"description":"Genesys Cloud CX cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so users have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center. Genesys Cloud CX is trusted by various small, medium and large enterprises and recognized as an industry leader across the globe.\n\nWith pervasive automation, businesses can take the right action at the right time to create the best outcome. \n\nWith Genesys Cloud CX, organizations can give their employees the information they need in one application built to engage employees and enhance the team’s performance. Use Genesys Cloud CX as an all-in-one application, easily add various packaged integrations, or customize the platform as per the requirements. It deploys in days and continually innovates with upgrades each week. Additionally, with real-time dashboards and up-to-the-second analytics, Genesys Cloud CX provides the insights required to run your business—no matter where the agents are located.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/2833abc6-12c1-4581-8cc9-406ab7f5dd49.png","url":"https://www.softwareadvice.ie/software/323407/pureconnect","@type":"ListItem"},{"name":"Calabrio ONE","position":9,"description":"Calabrio ONE is now Verint. The workforce engagement and contact center intelligence capabilities you knew as Calabrio ONE are now offered through Verint CX Automation Platform – with expanded AI capabilities, deeper integrations, and the same focus on agent experience and customer outcomes.\n\nThe Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model.\n\nPowered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive automation across self-service, agent support, analytics, quality, and workforce engagement.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/500069fd-0bc8-4df1-ae1b-aa3a752b86dd.webp","url":"https://www.softwareadvice.ie/software/231268/calabrio-one-suite","@type":"ListItem"},{"name":"XM for Customer Experience","position":10,"description":"Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS) tracking, audience segmentation, communication management and survey design.\n\n\nThe application comes with a digital CX feature that lets marketers launch surveys, collect feedback and share reviews on social media channels. Supervisors can assign teams or individuals role-based permissions and provide access to resources. Further, the solution assists team members with collaboration, scheduling and task assignment. \n\n\nQualtrics CustomerXM integrates with third-party platforms such as SAP, Salesforce and JIRA. The solution comes with a mobile application for iOS and Android. Support is provided via phone, chat and email and pricing is available on request.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b9a9fb17-83cc-4ab2-a44c-f4ed5371313f.png","url":"https://www.softwareadvice.ie/software/94382/qualtrics-customerxm","@type":"ListItem"},{"name":"Insightful","position":11,"description":"Insightful is a Work Intelligence platform that helps organizations understand how work actually happens across people, processes, and AI, so they can improve performance, optimize workflows, and reduce operational waste.\n\nWhen work is spread across people, locations, and tools, small gaps add up fast. Time goes missing. Work slows down. Problems surface late.\n\nInsightful brings this together in one platform, built to help organizations optimize People, Process, and Technology through three core capabilities:\n\n• Workforce Analytics: Measure workforce productivity, utilization, and performance with real-time visibility into how work gets done.\n\n• Workflow Optimization: Identify bottlenecks, eliminate inefficiencies, and optimize workflows across teams and processes.\n\n• Work Intelligence: Measure AI adoption, usage, and business impact to maximize the ROI of your AI investments.\n\nWith a customizable dashboard, users can create a custom layout with configurable widgets to surface the KPIs and insights most relevant to their role. You can see where time is going, how AI is being absorbed across your organization, how teams are performing, and where work is breaking down, without relying on manual tracking or guesswork.\n\nWith Insightful, you can:\n\n• Understand how work happens across teams, processes, and AI\n• Spot drops in utilization and output early\n• Track AI adoption, usage, and business impact\n• See your most important KPIs and insights at a glance with a customizable homepage\n• Check where work slows, stalls, or creates rework across workflows\n• Compare performance across teams, roles, or locations\n• Use real activity data to review work and resolve disputes\n• Automate time tracking and reporting\n\nThis is not just another monitoring tool. It’s a precision Work Intelligence for actionable bottom line impact.\n\nInsightful helps you run better operations. You get clear data you can use in weekly reviews, planning, and day-to-day decisions.\n\nIt combines automatic time tracking, activity data, and reporting in one place, so you can improve performance without adding overhead.\n\nTeams choose Insightful because it delivers strong visibility and control without the cost or complexity of heavier tools.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/96a0ac5f-e07a-44a0-8fa2-62158a1f14fb.png","url":"https://www.softwareadvice.ie/software/171184/workpuls","@type":"ListItem"},{"name":"Convin","position":12,"description":"Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic environments. With AI-powered real-time agent assistance, automated quality assurance, and personalized coaching, Convin optimizes every interaction to boost agent performance and customer satisfaction. The platform analyzes every conversation, from lead qualification to post-interaction follow-ups, and provides actionable insights that drive better customer engagement and higher conversion rates. Convin’s scalable solution supports 70+ languages and integrates seamlessly into your existing systems, making it ideal for businesses of all sizes.\n\nAI Phone Calls (CX Suite): Automate inbound and outbound calls 24/7 with virtual agents across 70+ languages.\n\n\nReal-Time Agent Assist (Real-time Suite): Equip agents with live guidance and real-time tips to improve performance.\n\n\nSupervisor Assist (Real-time Suite): Monitor conversations and track sentiment trends to prevent escalations.\n\n\nAutomated QA (Post-Interaction Suite): Use AI to score every call, chat, and email interaction, ensuring unbiased quality assurance.\n\n\nAutomated Coaching (Post-Interaction Suite): Reduce onboarding time by 60% with AI-powered coaching based on top-performing agents.\n\n\nAI Learning Management System (Post-Interaction Suite): Track agent progress with customizable assessments and a rich knowledge base.\n\n\nConvin Insights (Voice of Customer Suite): Analyze 100% of conversations to uncover actionable insights into customer behavior and trends.\n\n\nConversation Behavior Analysis (Voice of Customer Suite): Track winning and losing behaviors to refine the sales process and improve outcomes.\n\n\nCustomer Intelligence (Voice of Customer Suite): Identify key customer sentiments, competitor mentions, and product features from customer conversations.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b5c2b340-bae1-4c92-b20d-1ea27fd84f11.png","url":"https://www.softwareadvice.ie/software/404632/convin","@type":"ListItem"},{"name":"JustCall","position":13,"description":"JustCall is an AI-powered customer communication platform built for sales and support teams. For 9 years, we've helped businesses connect, close, and support customers across voice, SMS, email, and WhatsApp.\n\nWith AI Voice Agents that handle calls 24/7, automatic call scoring, rep coaching, and workflow automation — all in one platform with 100+ CRM integrations — JustCall takes the manual work off your team's plate. Reps get more time selling. Managers get full visibility. Customers get faster, smarter support even after hours.\n\nWhether you're looking to book more meetings, reduce churn, or stop missing inbound leads, JustCall gives your team everything it needs to move faster and perform better.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/1acfb633-088b-45d2-a490-0a38fc8bb5af.png","url":"https://www.softwareadvice.ie/software/75453/justcall","@type":"ListItem"},{"name":"Squaretalk","position":14,"description":"Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support teams the tools to boost efficiency and productivity.\n\nYou can work effectively from any location and reach customers on their preferred channels - voice, WhatsApp Business messaging, SMS, and email.\n\nThe Power Dialer allows you to automate outbound campaigns, minimize time between calls, and connect with more live prospects without leaving the Squaretalk platform.\n\nYou can swiftly develop and maintain a global presence with access to local, mobile, and toll-free numbers in over 150 countries and 4500 area codes.\n\nSeamlessly connect all of your favorite tools like Zoho, Salesforce, or other popular CRMs with our native integrations or custom API for computer telephony integration.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/0f097d04-be63-4ea7-ac19-2b5b1619003b.jpeg","url":"https://www.softwareadvice.ie/software/30221/innitel-predictive-dialer","@type":"ListItem"},{"name":"Nextiva Contact Center","position":15,"description":"Nextiva Contact Center is an AI-enabled solution that helps businesses manage customer interactions. The platform includes features to improve agent productivity, foster customer loyalty and provide a unified customer experience. It caters to a range of industries, from small businesses to large enterprises, allowing them to centralize customer conversations and operate more efficiently.\n\nNextiva Contact Center offers AI-powered capabilities such as a knowledge base, secure payment agent assists and automated dispositioning. It provides intelligent routing with situation-based and skill-based algorithms, as well as a workflow engine for managing customer journeys. Additionally, for outbound dialing, the platform offers DID number management, compliance features and lead filtering.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f61fbf61-e385-4ba1-b15b-4ac099bc765d.png","url":"https://www.softwareadvice.ie/software/20035/nextiva-contact-center","@type":"ListItem"},{"name":"Playvox","position":16,"description":"Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with precise staffing forecasts. Playvox WFM streamlines forecasting, scheduling, and reporting, driving cost savings and service improvements through instant insights. Implement Playvox QM, harnessing AI, gamification, and automation for efficient scoring and feedback, elevating customer interactions. Integrate AI to expedite issue resolution, replacing manual procedures. Monitor vital KPIs to fulfill customer requirements and financial objectives, securing long-term satisfaction and prosperity.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/28a50137-ebc1-436d-884e-385b7b7c466d.png","url":"https://www.softwareadvice.ie/software/214699/playvox","@type":"ListItem"},{"name":"Sprinklr","position":17,"description":"Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale, across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management, enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises including Microsoft, P&G, Samsung, and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f0490fe8-5643-494f-b180-6fc2b6e0b6f8.png","url":"https://www.softwareadvice.ie/software/86501/sprinklr-marketing","@type":"ListItem"},{"name":"eDesk","position":18,"description":"eDesk is an essential tool for ecommerce businesses looking to provide exceptional customer service across all their sales channels. With its advanced AI-powered automation tools, eDesk simplifies customer support processes and generates insightful reports for eCommerce professionals. This enables users to efficiently manage customer queries and dedicate more time to driving sales growth. By utilizing eDesk, online retailers can focus on enhancing their customers' shopping experience, ultimately boosting their sales and revenue.\n\nThrough its App Store, eDesk offers more native integrations than any other customer support software. It seamlessly integrates with Amazon, as well as 75 other marketplaces, webstores, logistics tools and social networks. This means your support agents can access end-to-end order data with just one click.\n\neDesk is also the only customer support solution on the Amazon and Walmart developer councils.\n\nTo meet the needs of online sellers, eDesk has developed a whole suite of award-winning eCommerce tools. These include:\neDesk Smart Inbox which centralizes all your incoming messages and uses time-saving AI to automatically group queries, prioritize urgent messages and suggest responses.\nInsights which automatically analyzes support tickets and feedback so brands can make informed business decisions.\nLive Chat and Knowledge base which both enable customers to resolve their queries in real-time.  \nFeedback which automatically sends out targeted review requests to improve your seller ratings.\n\neDesk is trusted by thousands of customers worldwide. Each month, it powers over 14 million conversations, which generate billions of dollars of eCommerce transactions annually.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/5672f4da-e781-4165-a34b-992ddc8ddbf6.png","url":"https://www.softwareadvice.ie/software/163237/xsellco-fusion","@type":"ListItem"},{"name":"Froged","position":19,"description":"FROGED was designed with your growth in mind. This means you are in the driver seat from your customer success and product teams to your marketing touch points. \n\nOur focus is on the entire customer journey from Onboarding and retention to proactive customer support.\n\nWe provide complete customization with our scalable and adaptable technology from -\n* Behavioral segmentation\n* Product Flows\n* Knowledge Base \n* Email campaigns\n* NPS Surveys\n* In-app widget\n* +2k integrations and API\n* Dedicated CS Manager and Dev team","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/ec54a8a7-fd59-4b6b-9ba5-41a51a1ffd07.png","url":"https://www.softwareadvice.ie/software/180817/froged","@type":"ListItem"},{"name":"Call Center Studio","position":20,"description":"Call Center Studio is a next-gen cloud-born contact center solution that helps businesses build the best experiences for both their customers and agents while ensuring efficiency across operations.\n\nOur serverless infrastructure delivers scalability at its finest while making us the best-fit solution for remote working environments. With a serverless infrastructure also comes many advantages such as no bulky hardware to pay for, no maintenance fees to worry about, and no additional tech-support requirements.\n\nWhen you do end up needing technical support, Call Center Studio’s super responsive tech team is 24/7 at your call, minimizing downtime and ensuring business continuity. Our project teams are also at your service with profound know-how, consultancy, and industry best practices.\n\nFeatures like predictive dialer, automatic call distribution, skill-based routing and interactive voice response (IVR) offer better call management while the voice analytics feature provides automatic speech recognition and real-time speech application through an integrated text-to-speech tool. \n\nWith voice recording, voice analytics, real-time monitoring, supreme built-in reporting capabilities, and a simple yet comprehensive supervisor dashboard, you can monitor agents’ performance and operational quality while keeping track of metrics and KPIs.\n\nThe solution allows users to create marketing campaigns for outbound calls using a call-scripting feature and to conduct automated agentless surveys to assess customer satisfaction.\n\nCall Center Studio also comes with built-in integrations with popular business tools such as Salesforce, Hubspot, Zoho, SAP, MS Dynamics, payment systems gateways, while providing steady and fast integrations with others due to its open API library.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/b7169904-47ad-45b9-bcf8-5bf1eb38a830.png","url":"https://www.softwareadvice.ie/software/70301/call-center-studio","@type":"ListItem"},{"name":"Avaya Cloud Office","position":21,"description":"Avaya Cloud Office is a cloud-based communications and collaboration solution designed for small to midsize businesses.\n\nIt features auto dialing, conferencing, screen sharing, instant messaging, and more. Avaya Cloud Office is available with different levels of functionality such as mobility convergence, unified communications and call center management feature so that users can choose a phone system that suits their business model.\n\nThe Avaya contact center assists in management and administration of calls. It also helps in gathering, measuring and analyzing customer interactions. The Avaya learning service helps in providing training to employees using different forms of training module such as virtual training, classroom training, self-paced training in which sessions can be scheduled and users can organize custom classes.\n\nIt integrates via Telephony Application Programming Interface (TAPI) with other Avaya applications as well as third-party contact management software. Avaya Cloud Office can be deployed as an appliance, dedicated server or virtualized software.\n\nSupport is available via phone and live chat.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/41fdde43-9be9-4630-8910-9e12e9a316e4.png","url":"https://www.softwareadvice.ie/software/3958/ip-office","@type":"ListItem"},{"name":"ScorebuddyCX","position":22,"description":"ScorebuddyCX is an AI-powered contact centre quality assurance and CX intelligence platform designed for QA teams, CX leaders, and contact centre managers who need to understand, improve, and prove the quality of every customer interaction, not just a small sample of it. Built by QA experts, ScorebuddyCX is trusted by more than 300 organisations in 25+ countries, from fast-growing BPOs to large regulated enterprises.\n\nWho it's for\n\nScorebuddyCX is ideal for contact centres and CX teams that are outgrowing manual, spreadsheet-based quality scoring, or that already have a QA process but are only able to review a small fraction of conversations. It suits organisations running voice, chat, and email support, teams managing both human agents and AI chatbots, and businesses in regulated industries that need a clear, defensible audit trail behind every score. It's also a strong fit for CX and product teams who want to turn everyday customer conversations into structured insight, not just compliance checklists.\n\nWhat makes it different\n\nMost QA tools force a trade-off between coverage and accuracy. ScorebuddyCX removes that trade-off with AI Auto Scoring, which evaluates 100% of conversations across voice, chat, and email with 90%+ accuracy. Scorecards are configured to your own standards, so scoring reflects how your business actually defines quality, not a generic template. Crucially, the platform reviews both human agents and AI chatbots, giving teams a single, consistent way to measure performance as more of the customer journey becomes automated. Every score comes with a full audit trail, which matters for businesses that need to demonstrate compliance or defend decisions to regulators and customers alike.\n\nBeyond scoring, ScorebuddyCX's Conversation Analytics goes further than most QA platforms by analyzing every interaction to surface the \"why\" behind the numbers. Sentiment analysis, contact drivers, and Voice of Customer trends are automatically categorized and tracked, then made available through custom dashboards built for CX, product, and marketing teams, not just QA. That means the same data powering your quality scores can also inform product decisions, marketing messaging, and broader business strategy.\n\nWhere many QA tools stop at reporting, ScorebuddyCX closes the loop with Coaching and Learning and Development. AI pinpoints specific skill gaps for agents and chatbots based on 100% conversation coverage, so coaching plans are grounded in real interactions rather than guesswork. Feedback ties directly back to the conversations that prompted it, giving managers a faster, clearer path from insight to improved performance. When performance data reveals a gap, the integrated Learning Management System can generate tailored training courses in a few clicks, while still giving teams full control over content creation and course management. Scoring, analytics, coaching, and learning all work from the same data, so nothing gets lost between review and development.\n\nSupport and implementation\n\nScorebuddyCX is built to fit into existing contact centre workflows rather than replace them. Scorecards, dashboards, and coaching plans are configurable to match how your business already defines and measures quality, and the platform is backed by a dedicated support and customer success team to help with onboarding, configuration, and ongoing optimisation as your QA program matures.\n\nThe bottom line\n\nFor teams that want to move beyond sampling a handful of conversations a month, ScorebuddyCX offers a way to score, understand, and improve every customer interaction, human or AI-driven, backed by evidence rather than assumption. It's built for organisations that see quality assurance not as a compliance exercise, but as a direct lever for customer experience and business performance.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/4b71ee9d-3842-49d4-947c-258e77fbd130.jpeg","url":"https://www.softwareadvice.ie/software/154795/scorebuddy","@type":"ListItem"},{"name":"Zendesk QA","position":23,"description":"Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships through excellent CX.\n\nWith Zendesk QA, you can identify gaps in your customer experience before they become a problem. Use AI to pinpoint where agents are falling short, and resources are going to waste – then fix what isn’t working. Automate quality assurance across agents, teams, BPOs, and countries.\n\nUse Zendesk QA to:\n* Unlock value from every conversation with AI and AutoQA. You’ll spend less time hunting through a stack of tickets, and more time actually solving issues.\n* Gain full transparency into performance trends. Identify which agents are underperforming or which parts of the customer experience are failing. Evaluate exactly which factors lead to improved CX experience.\n* Jump straight into the fixing phase. Zendesk QA automatically spotlights churn risk, outliers, escalations and more, so you can easily pinpoint and solve gaps in your service.\n* Drastically reduce manual admin work and removing friction by automating your QA processes.\n* Thanks to systematic feedback, you’re equipped to give specific performance guidance to your team. Offer 1:1 coaching or schedule trainings to help struggling agents.\n\nZendesk QA helps customer support organizations improve CX by automating QA operations to drive revenue, boost CSAT, reduce churn, and cut the cost of CX operations.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/e9a4e8b2-a7fe-47d0-b968-ca2a029f886b.jpeg","url":"https://www.softwareadvice.ie/software/343887/klaus","@type":"ListItem"},{"name":"QEval","position":24,"description":"QEval is a cloud-based solution that enables call centers to manage quality and compliance related requirements. Key features include integrated online coaching for agents, role-based access control, trend reports and recording encryption.\n\n\nThe solution allows users to evaluate inbound and outbound voice, chats and emails. Team leads can select evaluation forms based on their requirements and customize them. Evaluation results are available in real time for management, supervisors and team members. The solution allows users to set up and monitor process flows and send performance alerts. Advanced searches and flexible scoring are available. \n\n\nTeam leads have access to multiple reports for tracking overall quality scores, agent quality analysis scores, team level scores as well as parameter level scores. Agents can acknowledge evaluations through e-signatures.\n\n\nThe solution is available on a licensing model and support is provided via phone and knowledge base.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/91da31e4-064b-4796-afc0-d78fe528c609.png","url":"https://www.softwareadvice.ie/software/70861/qeval","@type":"ListItem"},{"name":"EvaluAgent","position":25,"description":"EvaluAgent is a quality assurance solution for customer service organizations designed to evaluate and coach agents. This solution unifies customer feedback and agent performance data. It provides automated scoring for all customer calls, emails, and chat sessions. EvaluAgent offers customer surveys, automated work queues, evaluations, e-learning, reporting, insights, plus more. It can integrate with existing tools, including CRM, telephony, ticket management systems, and others.  \n\n\nWith this solution, teams can build scorecards for multiple channels, send real-time alerts to team members, record one-to-one meetings, plus more. Agents can review, playback, annotate, and score conversations using the EvaluAgent platform. With speech and text analytics, this solution can identify business-specific words/phrases and classify conversations. Call scoring may include automated compliance checks to ensure industry regulations are maintained. \n\n\nPricing information is provided by EvaluAgent. Support is available via phone, an online knowledge hub, and other resources.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/9862057c-2c1b-4fcc-89ac-220a4580a659.png","url":"https://www.softwareadvice.ie/software/134248/evaluagent","@type":"ListItem"}],"numberOfItems":25}
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