my.SQM™ vs. Competitors

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
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