7 Best Call Center Quality Assurance Platforms Reviewed 2025

In 2025, quality assurance will no longer be a secondary focus in contact centers. Teams will need to evaluate more than a random few calls; identify coaching gaps before they become significant issues; and measure the ROI of quality assurance through metrics such as CSAT, Compliance, and Revenue. Many of today's best quality assurance platforms use artificial intelligence to provide coverage, while maintaining human calibration to ensure quality assurance has both the scale needed for large volume environments and the context needed to provide actionable feedback to contact center staff.

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1. Scorebuddy

Best for call center QA transparency throughout the entire quality assurance process

Scorebuddy is a quality assurance and performance software platform created specifically for contact centers. The software provides a single workflow that encompasses all aspects of the quality assurance process, including customizable scorecards, AI-based auto-scoring, calibrations, targeted coaching, reporting, and training tools. This means you do not have to connect multiple quality assurance solutions together to create a consistent quality assurance program.

The largest advantage of Scorebuddy is transparency through the quality assurance process. Evaluators can quickly complete evaluations utilizing simple forms; leaders can view trends in real time; and agents can rely on the feedback they receive due to the transparent nature of how scores are determined rather than a “black box” method. Additionally, Scorebuddy is easy to integrate into many contact center software suites and was designed to grow from a small quality assurance team to a large BPO operation without becoming unwieldy.

2. AmplifAI 

Best for automated QA that is connected to coaching

AmplifAI uses Auto-QA Coverage, which automatically evaluates up to 100 percent of conversations, eliminating blind spots caused by limited sampling. The key to AmplifAI is the connection between the automation of the quality assurance process and the coaching process, allowing quality assurance information to flow directly into the development of performance improvements and not be relegated to a dashboard.

AmplifAI is a good option for organizations looking to utilize artificial intelligence to reduce the workload of evaluators and generate behavioral change. It is particularly suited for distributed or rapidly growing organizations that cannot perform quality assurance manually.

3. Dialpad 

Best for real-time AI-generated scorecards within a contact center as a service (CCaaS) stack

Dialpad's quality assurance features exist within the company's AI-powered contact center platform, enabling teams to access real-time scorecards and automated grading during or immediately after calls. Agents and managers establish their own criteria, and Dialpad AI generates grades and identifies areas of importance in the conversation.

This is ideal for organizations looking to embed quality assurance into their daily operations, rather than using a separate quality assurance system. If your organization already utilizes Dialpad for voice or omnichannel, and you want to add a rapid quality assurance solution to your existing contact center software suite, this is a good option.

4. Talkdesk Quality Management

Best for quality assurance within a multichannel workforce engagement management (WEM) suite

Talkdesk Quality Management exists within the Talkdesk WEM software suite, enabling you to use evaluation forms, interaction review, and AI-assisted insights for quality assurance within a larger contact center as a service (CCaaS) environment. The QM Assist component enables you to analyze sentiment and trends from transcripts to streamline evaluations and improve coaching.

If you currently utilize Talkdesk for quality assurance and/or WFM, this is the most efficient way to maintain these three functions under one umbrella, versus adding additional software to your contact center.

5. Cresta Quality Management

Best for precise auto-scoring across all channels

Cresta Quality Management (QM) is designed to convert quality assurance from a cost center to a performance driver. Cresta QM automatically scores every conversation (voice and digital) and delivers coaching recommendations to supervisors that include specific details about the performance of each agent.

Cresta is best for large enterprise organizations that require highly accurate AI-based scoring combined with structured coaching guidelines, particularly when quality assurance directly affects revenue or customer retention.

6. Genesys Cloud CX Quality Management

Best for analytics-based quality assurance in large contact centers

Genesys Cloud CX offers a mature quality management layer that incorporates interaction recording, evaluations, coaching, and speech/text analytics that enable the identification of sentiment, empathy, and issue trends. Genesys Cloud CX is suitable for large omnichannel contact centers where quality assurance must be aligned with overall CX and compliance initiatives.

If your organization requires quality assurance to be fully integrated into your contact center ecosystem and driven by conversational intelligence, Genesys is a secure and scalable choice.

7. Level AI

For Fast Plug & Play Auto-QA On Your Existing Score Cards.

Level AI uses artificial intelligence (AI) to automatically Quality Assurance (QA) all or nearly all customer communications with your organization by using your existing QA criteria. As opposed to requiring organizations to change their QA rubrics and create new ones, Level AI enables organizations to implement automation on their current score cards, and subsequently provide insight as to which areas of quality are most often failing, where potential risk lies with respect to regulatory compliance, and provide coaching opportunities for agents at scale.

Level AI provides fast-growing Contact Centers with high levels of quality assurance coverage quickly, while allowing them to have transparency in how their scores are being generated and providing human oversight over the QA process. In addition to supporting multiple channels (voice, chat, e-mail), Level AI will also generate AI-driven insights to provide agents with clear direction on what they can do to improve next in terms of quality. This enables Contact Center organizations to increase quality at a rate greater than headcount.

Final Take

All seven platforms offer improved quality assurance, but each addresses a different challenge.

• Complete, transparent quality assurance ecosystem for call centers: Scorebuddy
• Automated quality assurance that drives immediate coaching: AmplifAI or Cresta
• Quality assurance integrated into your CCaaS workflows: Dialpad, Talkdesk, or Genesys

Select a platform to address your primary bottleneck – whether coverage, coaching speed, real-time guidance, or enterprise-wide governance – and you will select a platform that can positively impact outcomes and not just report on them.