Contact center quality assurance
Asked as “contact center quality assurance tool”, and as “support QA and conversation review platform”, on behalf of a mid-market B2B software company. 50 first choices recorded across the direct, paraphrase, budget and scale prompts, six models each. Added to the September 2026 Edition; its answers are read by the distilled judge (ai-indexes-judge-qwen3-14b), not the claude-opus-5 judge of the earlier categories: how the two compare.
Standing · first-choice share
28%
Contested · Scorebuddy 18%
28EvaluAgent18Scorebuddy14Zendesk QA40others
28% of first choices, contested.
The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all six models, for a mid-market B2B software company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrantSince September 2026
Show the two products at 0%, ordered by negative rate
12
NICE CXone Quality Management0%20%20accepted challengernewNew since September 2026: not ranked then, 0% now.
NICE CXone Quality Management0%20%20accepted challengernewNew since September 2026: not ranked then, 0% now.The floor is 12 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one is noise, and both are shown. How the floor is measured
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its product page.
Recommended versus criticized
Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.
Criticized challengerCriticized default
Negative label rate →
01S02
03P04
05
06P07
08
09
10
1112
13Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative40%
Key
01EvaluAgent28%
EvaluAgent28%02Scorebuddy18%
03Zendesk QA14%
Zendesk QA14%04Playvox QM6%
05CloudTalk4%
CloudTalk4%06MaestroQA4%
MaestroQA4%07Playvox2%
08Level AI2%
Level AI2%09Observe.AI2%
Observe.AI2%10Balto2%
Balto2%11ScorebuddyCX2%
ScorebuddyCX2%12NICE CXone Quality Management0%
NICE CXone Quality Management0%13Talkdesk0%
Talkdesk0%What they warned about
A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
NICE CXone Quality Management20%
4 of 20 labels negative · 4 of 6 models
“NICE CXone's QA is one module within a massive platform, so teams needing specialized QA may find it less focused” Claude Haiku 4.5, negative prompt
Observe.AI20%
4 of 20 labels negative · 4 of 6 models
“Observe.AI users report that transcription and comprehension accuracy drop in noisy or complex environments” Claude Haiku 4.5, negative prompt
MaestroQA19%
4 of 21 labels negative · 3 of 6 models · 1 hard negative
“**Avoid MaestroQA** unless you need screen capture for compliance or have enterprise-level budgets” Kimi K2, direct prompt
CallMiner Eureka43%
3 of 7 labels negative · 3 of 6 models
“better for deep conversation intelligence and analytics at the cost of more complexity” GPT-5.4 mini, direct prompt
What they cite
Citations exist only for the models that return a source list: fourteen of the six in this edition.
Sites the answers cite
81 of 84 answers in this category came back with a source list, from 14 of 6 models: citations where the model returns them, or the search results it consulted. 1038 links across 199 sites, every framing counted. Ranked by the number of answers carrying the site or page.
58 answers · 64 citations · 14 models
vendor site · Guideflow49 answers · 49 citations · 11 models
vendor site · CloudTalk47 answers · 56 citations · 12 models
38 answers · 61 citations · 12 models
vendor site · Voxjar28 answers · 34 citations · 10 models
vendor site · Dialpad26 answers · 26 citations · 10 models
26 answers · 26 citations · 12 models
vendor site · GetApp22 answers · 26 citations · 10 models
21 answers · 32 citations · 9 models
vendor site · Solidroad21 answers · 21 citations · 12 models
vendor site · Balto20 answers · 27 citations · 8 models
vendor site · AmplifAI17 answers · 18 citations · 9 models
Pages the answers cite
The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.
53 answers · 14 models
48 answers · 11 models
44 answers · 12 models
28 answers · 10 models
26 answers · 12 models
25 answers · 10 models
23 answers · 11 models
16 answers · 8 models
16 answers · 9 models
15 answers · 6 models
Search against answers
Each company's standing in the answers beside its site's footprint in Google search, one row a site: the products the models named on it with their shares, and the share they add up to; monthly searches on Google, and DataForSEO's estimate of AI search demand (modeled from search signals, directional, not a count of queries to any assistant), for the most-searched of the company's and its products' names (the name is in each row's hover text); estimated monthly organic visits to the site; and its best position in Google's top ten for “best contact center quality assurance tool”, “contact center quality assurance tool”. US estimates from DataForSEO and Google's Ads Transparency Center. A small company's site, or a mid-sized company's site for its flagship, is marked company; a product on a large parent's site (Google, Microsoft) has no site figures. A column with no figures for this category is left out, and an empty cell means none were seen, not none exist. Two measurements side by side: neither is read as the cause of the other.
| Company and products | Share | Own site cited | Name searches, Google | AI search demand, est. | Organic visits | Paid search a month, est. | Google ads, last 30 days | Best Google position |
|---|---|---|---|---|---|---|---|---|
| EvaluAgent evaluagent.com | 28% | 109 | 170 | 3 | 326 | 11 | ||
| Scorebuddy | 18% | 390 | 4 | |||||
| Zendesk zendesk.com Zendesk QA 14% | 14% | 84 | 74,000 | 3,566 | 5,365,445 company | $16,181 | 63 | 7 |
| Playvox QM | 6% | 0 | ||||||
| CloudTalk cloudtalk.io | 4% | 358 | 2,900 | 62 | 95,515 | $1,909 | 119 | |
| MaestroQA maestroqa.com | 4% | 51 | 880 | 4 | 575 | |||
| Dialpad dialpad.com | 4% | 121 | 40,500 | 905 | 6,588,510 | $1,842 | 120 | 9 |
| Playvox | 2% | 590 | 1 | |||||
| Level AI thelevel.ai | 2% | 35 | 2,900 | 1,093 | 16,640 | 46 | 7 | |
| Observe.AI observe.ai | 2% | 80 | 2,400 | 73 | 4,841 | 3 |
Google's top ten for the two searches hold 15 sites; 4 of them are among the sites the models cited here (amplifai.com, dialpad.com, g2.com, thecxlead.com). The first result for “best contact center quality assurance tool” is thecxlead.com.
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.ShowHide
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ShowHideModelDirect“What is the best contact center quality assurance tool for a mid-market B2B company?”Paraphrase“Which support QA and conversation review platform would you recommend to a mid-sized B2B company?”Comparative“What are the top contact center quality assurance tools and how do they differ?”Budget-constrained“What is the best contact center quality assurance tool for a company with a limited budget?”Scale-constrained“We are a 500 person company evaluating a contact center quality assurance tool. What should we look at?”Negative“Which contact center quality assurance tools should I avoid or be cautious about?”
Claude Opus 5no first choiceno first choiceno first choiceno first choiceno first choicenothing named
Claude Opus 4.8no first choiceno first choiceno first choiceno first choiceno first choicenothing named
GPT-6 Astrano first choiceno first choiceno first choiceno first choiceno first choicenothing named
GPT-5.6 Solno first choiceno first choiceno first choiceno first choiceno first choicenothing named
Gemini 3.1 Prono first choiceno first choiceno first choiceno first choiceno first choicenothing named
Perplexity Sonar Prono first choiceno first choiceno first choiceno first choiceno first choicenothing named
Bold is the first choiceAlternatives are counted; the count opens them.What the answer argued against
The record
One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency. Full answer text is in the free responses file. Download the record
Zero rows: every prompt, every model, every answer.
| Prompt | Model | Version string | Time (UTC) | Searched | Sources | Latency |
|---|
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
ShowHide
Category-scoped readings
Calabrio read as Calabrio ONE
Calabrio ONE read as Calabrio ONE
CallMiner read as CallMiner Eureka
CallMiner (by Thunes) read as CallMiner Eureka
Five9 read as Five9 Quality Management
Genesys read as Genesys Cloud CX
NICE read as NICE CXone Quality Management
NICE CXone read as NICE CXone Quality Management
NICE CXone (including Playvox) read as NICE CXone Quality Management
NICE CXone (with Enlighten AI) read as NICE CXone Quality Management
NiCE read as NICE CXone Quality Management
NiCE CXone read as NICE CXone Quality Management
Nice CXone read as NICE CXone Quality Management
Verint read as Verint Quality Management
Verint (including Calabrio WFM/QM) read as Verint Quality Management
Verint (including Calabrio) read as Verint Quality Management
Zendesk QA / Klaus read as Zendesk QA
Zendesk QA, formerly Klaus read as Zendesk QA
Zendesk QA/Formerly Klaus read as Zendesk QA
Unresolved, counted raw
BlueTweak
Convin Full-Stack Conversations QA
Dialpad Insights / AI Call Intelligence
Dialpad QA
EnsembleIQ
Five9 Agent Connect
FusionPBX
GOautodial
Genesys Cloud Quality Assurance
IrisAgent
Issabel
Leaptree Optimize
OMniLeads
SQM CX Quality / my.SQM Auto QA
Salesforce/Agentforce Service
Sense
Vocalink
Wazo
mySQM (Auto QA)
mySQM Auto QA
Discontinued, still offered
No shut-down product was recommended here.