---
description: Discover the best Contact Centre Quality Assurance Software in New Zealand. 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 New Zealand - 2026 Reviews, Pricing & Demos
---

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# Contact Centre Quality Assurance Software

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## Products

1. [Zoho Desk](https://www.softwareadvice.co.nz/software/393877/zoho-desk) — 4.5/5 (2211 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.co.nz/software/109980/liveagent) — 4.7/5 (1753 reviews) — LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capab...
3. [Nextiva](https://www.softwareadvice.co.nz/software/2683/nextiva-business-voip) — 4.6/5 (914 reviews) — Nextiva is a customer experience management platform that consolidates all customer interactions into one AI-powered ...
4. [Talkdesk](https://www.softwareadvice.co.nz/software/20039/talkdesk) — 4.5/5 (732 reviews) — Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneous...
5. [CXone Mpower](https://www.softwareadvice.co.nz/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (581 reviews) — CXone Mpower is a tool that enables organizations to orchestrate every type of interaction—from voice and digital mes...
6. [Five9](https://www.softwareadvice.co.nz/software/20063/five9) — 4.2/5 (481 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.co.nz/software/71871/cloudtalk) — 4.4/5 (268 reviews) — CloudTalk is an AI-powered, cloud-based call center solution designed for modern sales and customer support teams. It...
8. [Calabrio ONE](https://www.softwareadvice.co.nz/software/231268/calabrio-one-suite) — 4.5/5 (263 reviews) — Calabrio ONE is a workforce performance software that helps contact centers work smarter, faster, and better. The tru...
9. [Genesys Cloud CX](https://www.softwareadvice.co.nz/software/323407/pureconnect) — 4.3/5 (262 reviews) — Genesys Cloud CX cloud contact center software transforms your customer experience. It connects data across teams, to...
10. [XM for Customer Experience](https://www.softwareadvice.co.nz/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. [Convin](https://www.softwareadvice.co.nz/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...
12. [JustCall](https://www.softwareadvice.co.nz/software/75453/justcall) — 4.1/5 (223 reviews) — JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp togethe...
13. [Insightful](https://www.softwareadvice.co.nz/software/171184/workpuls) — 4.8/5 (156 reviews) — Insightful is workforce analytics software that shows how work actually happens across your teams. When work is sprea...
14. [Nextiva Contact Center](https://www.softwareadvice.co.nz/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...
15. [Playvox](https://www.softwareadvice.co.nz/software/214699/playvox) — 4.8/5 (109 reviews) — Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with p...
16. [Squaretalk](https://www.softwareadvice.co.nz/software/30221/innitel-predictive-dialer) — 4.9/5 (101 reviews) — Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and s...
17. [Sprinklr](https://www.softwareadvice.co.nz/software/86501/sprinklr-marketing) — 4.3/5 (90 reviews) — Sprinklr is a cloud-based customer experience management solution designed for businesses of all sizes. It offers soc...
18. [eDesk](https://www.softwareadvice.co.nz/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.co.nz/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.co.nz/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.co.nz/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. [Scorebuddy](https://www.softwareadvice.co.nz/software/154795/scorebuddy) — 4.5/5 (43 reviews) — Designed for call and contact centers, Scorebuddy is a quality assurance platform that allows QA departments to monit...
23. [Zendesk QA](https://www.softwareadvice.co.nz/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.co.nz/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.co.nz/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

- [Employee Scheduling Software](https://www.softwareadvice.co.nz/directory/497/employee-scheduling/software)
- [Call Recording Software](https://www.softwareadvice.co.nz/directory/1718/call-recording/software)
- [Workforce Management Software](https://www.softwareadvice.co.nz/directory/374/workforce-management-software/software)
- [Call Center Workforce Management Software](https://www.softwareadvice.co.nz/directory/1855/workforce-management-optimization/software)
- [Reporting Tools](https://www.softwareadvice.co.nz/directory/4284/reporting-tools/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.co.nz/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. 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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.co.nz/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.co.nz/software/71871/cloudtalk","@type":"ListItem"},{"name":"Calabrio ONE","position":8,"description":"Calabrio ONE is a workforce performance software that helps contact centers work smarter, faster, and better. The true-cloud platform integrates workforce optimization, agent engagement, and business intelligence into one suite. Key features include call recording, quality management, workforce management, analytics, and data management. AI-fueled insights and automated workflows empower users. The integrated platform provides insights to boost contact center efficiency and customer experience.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/a66157ff-bfd8-4bed-8099-b4bdd43482f6.png","url":"https://www.softwareadvice.co.nz/software/231268/calabrio-one-suite","@type":"ListItem"},{"name":"Genesys Cloud CX","position":9,"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.co.nz/software/323407/pureconnect","@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.co.nz/software/94382/qualtrics-customerxm","@type":"ListItem"},{"name":"Convin","position":11,"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.co.nz/software/404632/convin","@type":"ListItem"},{"name":"JustCall","position":12,"description":"JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers.\nNo more juggling tools or tabs - just faster responses, smoother workflows, and better conversations with prospects and customers.\n\nToday, 6,000+ businesses worldwide trust JustCall to:\n✅ Manage every customer conversation in one place\n✅ Automate repetitive tasks and workflows \n✅ Get real-time AI insights that make conversations smarter\n✅ Provide 24/7 coverage with inbound AI Voice Agents \n\nWhat you get with JustCall\n✅ Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers\n✅ Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox\n✅ AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent\n✅ Integrations & collaboration: 100+ CRM integrations, plus a collaborative team workspace to keep everyone on the same page","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/1acfb633-088b-45d2-a490-0a38fc8bb5af.png","url":"https://www.softwareadvice.co.nz/software/75453/justcall","@type":"ListItem"},{"name":"Insightful","position":13,"description":"Insightful is workforce analytics software that shows how work actually happens across your teams.\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 makes this visible.\n\nYou can see where time is going, how teams are performing, and where work is breaking down — without relying on manual tracking or guesswork.\n\nWith Insightful, you can:\n\n• See how time is spent across teams\n\n• Spot drops in utilization and output early\n\n• Understand where work slows down or gets stuck\n\n• Compare performance across teams, roles, or locations\n\n• Use real activity data to review work and resolve disputes\n\nThis is not just another monitoring tool.\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.co.nz/software/171184/workpuls","@type":"ListItem"},{"name":"Nextiva Contact Center","position":14,"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.co.nz/software/20035/nextiva-contact-center","@type":"ListItem"},{"name":"Playvox","position":15,"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.co.nz/software/214699/playvox","@type":"ListItem"},{"name":"Squaretalk","position":16,"description":"Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support teams tremendous tools to boost efficiency and productivity.\n\nYour sales and support representatives will be able to work effectively from any location and through the channels that your customers prefer.\n\nYou can swiftly develop a global presence with access to local, mobile, and toll-free numbers in over 100 countries and 3,400 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.co.nz/software/30221/innitel-predictive-dialer","@type":"ListItem"},{"name":"Sprinklr","position":17,"description":"Sprinklr is a cloud-based customer experience management solution designed for businesses of all sizes. It offers social experience core, content marketing, social media management, paid advertising, website management (first-party experience), and social listening functionalities within a suite.\n\nThe social CRM and social governance modules enable users to manage social profiles using a single platform. The platform also allows customers to post reviews on a website, post messages on their Facebook profiles, or tweet directly about the brand.\n\nSprinklr's social media management platform allows users to implement a social media strategy across multiple business functions, such as sales, marketing, customer service, PR, events, and crisis management.\n\nOther features include social automation and social campaign management, which includes collaborating on design, launching, and reporting across departments and enforcing campaign consistency across the organization.\n\nSprinklr offers online and knowledgebase support.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/f0490fe8-5643-494f-b180-6fc2b6e0b6f8.png","url":"https://www.softwareadvice.co.nz/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.co.nz/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.co.nz/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.co.nz/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.co.nz/software/3958/ip-office","@type":"ListItem"},{"name":"Scorebuddy","position":22,"description":"Designed for call and contact centers, Scorebuddy is a quality assurance platform that allows QA departments to monitor agents and measure service quality. With agent dashboards and smart reporting, QA professionals can work with agents to improve the quality of agent performance and identify the root cause of poor service and broken processes. Features agent dashboards, scorecard customization, goal management, collaboration tools, reporting and analytics, quality management, an integrated survey tool with CSAT and NPS, and more.\n\n\nTo assess calls, chats, and emails, Scorebuddy allows QA professionals to create as many scorecard designs as needed while also setting up complex score rules and policies. Professionals can include call agents in the QA process using agent dashboards to facilitate collaboration on improving and maintaining service delivery. Using an integrated survey tool, Scorebuddy can collect sentiment data on any customer interaction. Professionals can build branded surveys and examine immediate results with CSAT and NPS. With over 30 pre-built reports, Scorebuddy can highlight customer trends and patterns and drill down into individual agent performance data.\n\n\nScorebuddy integrates with different CRM and telephony solutions such as Salesforce, Zendesk, Talkdesk, and more.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductLogo/aa625803-652a-4ef9-8d3c-7fb66a640232.png","url":"https://www.softwareadvice.co.nz/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.co.nz/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.co.nz/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.co.nz/software/134248/evaluagent","@type":"ListItem"}],"numberOfItems":25}
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