Auto Quality Assurance — Company Comparison
What differentiates my.SQM™ automated QA from competitors?
- Predict customer satisfaction (CSAT) for every call with up to 95% prediction accuracy. SQM’s Post-Call CSAT Prediction QA Model is a game-changer!
- Benchmark your QA performance and predictive CSAT against top-performing call centers. With 100% call analysis, our automated QA/CX solution provides deep insights to drive continuous CX improvement.
- Optimize agent performance with self-coaching, self-training, targeted CX improvement opportunities, and real-time financial recognition—all designed to monitor, motivate, and manage agents for exceptional CSAT success.
| my.SQM™ | Genesys | VERINT | Five9 | NICE | Salesforce | |
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1. Speech & Text Analytics |
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| Call Transcription – Converts voice conversations into text |  |
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| Sentiment Analysis – Detects customer emotions and agent tone | |
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| Keyword & Phrase Tracking – Identifies compliance violations, objections, or sales cues | |
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2. Integration & Automation |
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| CRM & CCaaS Integrations – Connects with Salesforce, Genesys, NICE, etc | |
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| API Access for Custom Workflows – Enables custom reporting and automation | |
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| Automated QA Monitoring – Evaluates 100% of calls, chats, and emails | |
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3. AI-Powered Quality Scoring |
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| Automated Call Scoring – Evaluates interactions based on predefined QA criteria | |
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| Customizable Scorecards – Aligns QA reviews with business goals | |
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| Trend Analysis – Tracks performance over time | |
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4. Compliance & Risk Management |
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| PCI & HIPAA Compliance Monitoring – Ensures secure handling of customer data | |
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| Script Adherence Checks – Confirms agents follow required dialogues | |
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| Red Flag Alerts – Detects regulatory violations in real-time | |
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5. Call Center Performance Analytics |
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| KPI Dashboards – Monitors CSAT, FCR, AHT, and other key metrics | |
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| Root Cause Analysis – Diagnoses common call issues | |
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| AI-Driven Insights – Identifies patterns in customer complaints and agent behavior | |
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6. Agent Coaching & Feedback |
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| Real-Time Agent Assist – Offers live prompts for better responses | |
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| Automated Feedback Reports – Provides post-call coaching suggestions | |
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| CSat Self Coaching – Personalized CX suggestions to empower agents to improve their CSAT | |
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7. Agent Recognition & Awards |
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| Gamification – To increase, fun, engagement, and motivate agents to improve CSAT | |
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| Recognition – Agents receive real time financial recognition for CSAT performance | |
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| Awarding – Certifying agents who have achieved world class CSAT performance | |
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8. CX Benchmarks & CSAT Prediction |
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| CX Benchmarks – QA Score, CX and compliance metrics are benchmarkable and rankable | |
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| Targeted Opportunities – Identify agent CX metrics that need to be fixed first | |
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| CSAT Prediction – Predict agent CSAT with up to 95% accuracy for every call | |
Request a my.SQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.