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my.SQM™ vs. Competitors

SQM's unique edge is its specialization platform in quality assurance, first-call resolution, and predictive customer satisfaction metrics. Its tight integration of QA analytics with employee optimization (plus external benchmarking and CSAT certification programs) differentiates SQM from its competitors' generalist platforms.

Auto Quality Assurance — Company Comparison

What differentiates my.SQM™ automated QA from competitors?

  1. 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!
  2. 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.
  3. 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

1. Speech & Text Analytics

 
Call Transcription – Converts voice conversations into text
Sentiment Analysis – Detects customer emotions and agent tone
Keyword & Phrase Tracking – Identifies compliance violations, objections, or sales cues

2. Integration & Automation

 
CRM & CCaaS Integrations – Connects with Salesforce, Genesys, NICE, etc  
API Access for Custom Workflows – Enables custom reporting and automation
Automated QA Monitoring – Evaluates 100% of calls, chats, and emails

3. AI-Powered Quality Scoring

 
Automated Call Scoring – Evaluates interactions based on predefined QA criteria
Customizable Scorecards – Aligns QA reviews with business goals
Trend Analysis – Tracks performance over time

4. Compliance & Risk Management

 
PCI & HIPAA Compliance Monitoring – Ensures secure handling of customer data
Script Adherence Checks – Confirms agents follow required dialogues
Red Flag Alerts – Detects regulatory violations in real-time

5. Call Center Performance Analytics

 
KPI Dashboards – Monitors CSAT, FCR, AHT, and other key metrics
Root Cause Analysis – Diagnoses common call issues
AI-Driven Insights – Identifies patterns in customer complaints and agent behavior

6. Agent Coaching & Feedback

 
Real-Time Agent Assist – Offers live prompts for better responses  
Automated Feedback Reports – Provides post-call coaching suggestions
CSat Self Coaching – Personalized CX suggestions to empower agents to improve their CSAT

7. Agent Recognition & Awards

 
Gamification – To increase, fun, engagement, and motivate agents to improve CSAT          
Recognition – Agents receive real time financial recognition for CSAT performance          
Awarding – Certifying agents who have achieved world class CSAT performance          

8. CX Benchmarks & CSAT Prediction

 
CX Benchmarks – QA Score, CX and compliance metrics are benchmarkable and rankable          
Targeted Opportunities – Identify agent CX metrics that need to be fixed first          
CSAT Prediction – Predict agent CSAT with up to 95% accuracy for every call