Contact center quality assurance · October 2026 Edition
Zendesk QA vs CloudTalk
Two of fourteen models named Zendesk QA first on the direct prompt; zero named CloudTalk. Zendesk QA was named by thirteen of the fourteen models and CloudTalk by nine and Zendesk QA carries 28 labels and CloudTalk 15, so the shares are not directly comparable.
By Zendesk, San Francisco, United States, founded 2007. Named in one category this edition.
Named in thirteen categories this edition.
First-choice share14%4%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate4%0%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#3#5A position in a field of 13; printed, not drawn.
Labels2815A count; the two differ.
The two percentage rows are drawn on one 0 to 100 track, Zendesk QA reading right to left. Rank and label count are printed, not drawn.EvaluAgent was named alongside these two in twelve of the fourteen direct answers. EvaluAgent vs Zendesk QA · EvaluAgent vs CloudTalk · Scorebuddy vs Zendesk QA
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all fourteen models, for a mid-market B2B company; rank is within the category; every quote names the model and the prompt it came from. Both figures come from the contact center quality assurance page.
By framing
How many of the fourteen models made each the first choice, per way of asking, and how many argued against it.
Zendesk QAFirst choices, of fourteen modelsCloudTalk
Direct20
Paraphrase40
Comparative10
Budget-constrained12
Scale-constrained00
Negative001 against Zendesk QA
Bars are first choices, 0 to 14 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to fourteen.
Every model, every framing
The eighty-four answers behind the chart above, one cell each: where Zendesk QA and CloudTalk stood in it.
| Model | Direct | Paraphrase | Comparative | Budget-constrained | Scale-constrained | Negative |
|---|---|---|---|---|---|---|
| Claude Haiku 4.5 | | | ||||
| GPT-5.4 mini | | |||||
| Gemini 3.5 Flash | | | | | | |
| Perplexity Sonar | | | ||||
| Grok 4.1 Fast | | | | |||
| Mistral Small | ||||||
| DeepSeek V4 Flash | | | | | ||
| Llama 4 Maverick | | |||||
| Qwen 3.7 Flash | | |||||
| Kimi K2 | | | ||||
| GLM 4.7 FlashX | | |||||
| MiniMax M2.5 | | | | |||
| GPT-6 Luna | | |||||
| Muse Glimmer 30B | | | |
Zendesk QA CloudTalk first choice named as an alternative argued againstblank: not namedEach cell is one answer, Zendesk QA on the left and CloudTalk on the right.The direct prompt
The plain question, one answer per model, grouped by where Zendesk QA and CloudTalk stood in it.
Zendesk QA first, CloudTalk not the choice
2 of 14 modelsCloudTalk was named in the answer but not as the choice, or not at all.Gemini 3.5 FlashZendesk QA alternatives: EvaluAgent, Level AI, MaestroQA
Muse Glimmer 30BObserve.AI, Zendesk QA alternatives: EvaluAgent, Playvox, Scorebuddy
Neither was the first choice, one was named
5 of 14 modelsThe answer put something else first and named one of the two as an alternative.GPT-5.4 miniLevel AI alternatives: Calabrio ONE, Scorebuddy, Zendesk QA
Grok 4.1 FastEvaluAgent, Scorebuddy alternatives: Balto, Talkdesk QM, Zendesk QA
DeepSeek V4 FlashEvaluAgent alternatives: AmplifAI, Observe.AI, Scorebuddy, Talkdesk, Zendesk QA
Kimi K2EvaluAgent alternatives: Playvox, ScorebuddyCX, Zendesk QA
MiniMax M2.5Scorebuddy alternatives: EvaluAgent, Voxjar, Zendesk QA
Neither was named
7 of 14 modelsThe answer made no first choice from these two in this category.Claude Haiku 4.5Scorebuddy alternatives: Convin, EvaluAgent, Gong, Level AI
Perplexity SonarScorebuddy alternatives: AmplifAI, Balto, EvaluAgent, Level AI
Mistral SmallEvaluAgent, Scorebuddy alternatives: Talkdesk
Llama 4 MaverickEvaluAgent alternatives: GetApp, Scorebuddy
Qwen 3.7 FlashCallMiner Eureka alternatives: Five9 Agent Connect, MaestroQA, NICE CXone Quality Management, Playvox
GLM 4.7 FlashXAmplifAI, Balto alternatives: EvaluAgent, Playvox QM, Scorebuddy
GPT-6 LunaEvaluAgent alternatives: CallMiner Eureka, NICE CXone Quality Management
Bold names in an answer are the products the judge labeled a first choice; a model naming several gives each of them that label. The full answer text for every row is in the record.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment and they are never added together. The figures above are the mid-market standing, which is the one the category orders by.
Small business
CloudTalk leads by six points.
CloudTalk15%#2 of 12Zendesk QA9%#4 of 12Mid-marketThe figures above
The order flips: Zendesk QA leads at mid-market.
Zendesk QA14%#3 of 13CloudTalk4%#5 of 13Enterprise
CloudTalk is not named for this buyer.
Zendesk QA4%#7 of 14CloudTalk—not namedWhat the models said about Zendesk QA
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Four of five in this category shown.
“Tools that rely heavily on AI scoring (e.g., Observe.AI, Kaizo, Zendesk QA/Formerly Klaus)” DeepSeek V4 Flash · negative prompt · soft negative
“If you are Zendesk-native: Zendesk QA, formerly Klaus ... Zendesk QA gives the deepest native integration and risk-based review without manual sampling.” Muse Glimmer 30B · direct prompt · first choice
“A highly automated, AI-driven QA tool built specifically for support teams, now natively unified inside the Zendesk ecosystem.” Gemini 3.5 Flash · comparative prompt · first choice
“I'd recommend Zendesk QA (formerly Klaus) if your priority is support quality assurance and conversation review” Perplexity Sonar · paraphrase prompt · first choice
What the models said about CloudTalk
No label in this category carried a quote.
Also compared
EvaluAgent vs Zendesk QAEvaluAgent vs CloudTalkScorebuddy vs Zendesk QAScorebuddy vs CloudTalkZendesk QA vs Playvox QMZendesk QA vs MaestroQAZendesk QA vs PlayvoxZendesk QA vs Level AIPlayvox QM vs CloudTalkCloudTalk vs MaestroQACloudTalk vs PlayvoxCloudTalk vs Level AIAll twenty-eight head-to-head pages and the full Contact center QA standing
Comparisons are drawn for the top eight products in each category, each against each. The output is the models' output; nothing here is a recommendation by the index.