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SQM CX Quality
What SQM CX Quality is
SQM CX Quality is an AI-powered contact center quality assurance platform. It evaluates customer interactions to predict CX outcomes, benchmark performance, diagnose CX drivers, and support agent improvement. Contact centers can evaluate up to 100% of interactions or use selected quotas. The platform predicts Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution, and SQM says results can be compared with more than 500 contact center operations. GenAI-powered self-coaching guidance and prioritized improvement opportunities support agents and supervisors. The agent scorecard covers 22 behavioral metrics grouped into understanding, caring, helping, and resolving customer needs. Integrations include Genesys, Salesforce, MuleSoft, Five9, Tableau, Talkdesk, NICE, Webex, Amazon Connect, and Power BI, plus an open API. Real-time APIs and secure SFTP workflows can transfer call data and return automated QA insights. SQM states that the platform is SOC 2 Type II, HIPAA, and CCPA compliant, and aligned with ISO/IEC 23894 practices. It is available for web, self-hosted, and API environments. Pricing is on request, with a complimentary seven-day trial requiring qualification.
Who it suits
SQM CX Quality suits contact centers seeking automated QA, predictive CSAT scoring, benchmarking, and agent self-coaching. It supports organizations using web, self-hosted, or API deployments.
What it does well
- Evaluates up to 100% of interactions
- Predicts multiple customer experience outcomes
- Benchmarks against over 500 operations
- Provides GenAI self-coaching guidance
- Offers broad integrations and an open API
What to know first
- Pricing requires contacting SQM
- Complimentary trial requires qualification
- Implementation supports multiple integration workflows
Limits
There is no free plan. The complimentary trial requires at least 10 calls in MP3, WAV, OGG or FLAC format and returns scorecards within a few business days.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| SQM CX Quality / AutoCX | Contact SQM for pricing; free trial requires qualification | On request |
As sqmgroup.com lists them, read 7 Oct 2026. The maker's own page has the final word.
Getting started
- Open the SQM software website
- Contact SQM to discuss pricing and qualify for the trial
- Prepare at least 10 calls in MP3, WAV, OGG or FLAC format
- Submit call data through an integration, API or secure SFTP workflow
- Use the returned QA-CX scorecards
Verdict
SQM CX Quality combines interaction evaluation, predictive metrics, benchmarking, and coaching workflows for contact centers. Its broad integrations and stated compliance coverage support enterprise deployments, while pricing requires a direct request.
Questions
Is SQM CX Quality free?
No. It is a paid product, with pricing available by contacting SQM.
What does the trial require?
The complimentary trial requires 10 or more calls in MP3, WAV, OGG or FLAC format. QA-CX scorecards are returned within a few business days.
Which platforms are available?
SQM CX Quality is offered for web, self-hosted and API environments.
Which systems can it integrate with?
Listed integrations include Genesys, Salesforce, MuleSoft, Five9, Tableau, Talkdesk, NICE, Webex, Amazon Connect and Power BI, plus an open API.
What outcomes does it predict?
It predicts Call Center CSAT, Agent CSAT, First Call Resolution and Call Resolution.
What compliance claims does SQM make?
SQM states that the platform is SOC 2 Type II, HIPAA and CCPA compliant, and aligned with ISO/IEC 23894 AI security and risk-management practices.
Facts from SQM CX Quality's own pages
- Agent coaching
- The product provides GenAI-powered self-coaching guidance and prioritized improvement opportunities for agents and supervisors. · sqmgroup.com, 7 Oct 2026
- Benchmarks
- SQM says customers can compare CX performance against more than 500 contact center operations. · sqmgroup.com, 7 Oct 2026
- CX metrics
- Its agent scorecard covers 22 CX behavioral metrics across Understand Me, Care About Me, Help Me, and Resolve Me. · sqmgroup.com, 7 Oct 2026
- Data handling
- The maker describes its AutoCX Trial web application as self-hosted and says it uses ESET cybersecurity technology to help protect systems and data. · sqmgroup.com, 7 Oct 2026
- Data transfer
- Integrations support real-time APIs and secure SFTP workflows for sending call data and returning automated QA insights. · sqmgroup.com, 7 Oct 2026
- Evaluation coverage
- The platform can evaluate up to 100% of customer interactions or selected evaluation quotas. · sqmgroup.com, 7 Oct 2026
- Founded
- 1996 · sqmgroup.com, 28 Sept 2026
- Free trial
- SQM offers a complimentary trial for which companies must apply to see if they qualify; its 10-or-more-call scorecard page describes a free evaluation of submitted calls. · sqmgroup.com, 7 Oct 2026
- Headquarters
- Coeur d'Alene, Idaho, USA; Vernon, British Columbia, Canada · sqmgroup.com, 28 Sept 2026
- Integrations
- The maker lists Genesys, Salesforce, MuleSoft, Five9, Tableau, Talkdesk, NICE, Webex, Amazon Connect, and Power BI integrations, along with an open API. · sqmgroup.com, 7 Oct 2026
- Intended customers
- SQM describes its software as serving contact centers seeking CX benchmarking, QA-CX automation, predictive CSAT scoring, and agent self-coaching. · sqmgroup.com, 7 Oct 2026
- Predicted outcomes
- It predicts Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution. · sqmgroup.com, 7 Oct 2026
- Product purpose
- SQM CX Quality is an AI-powered contact center quality assurance platform that evaluates customer interactions to predict CX outcomes, benchmark performance, diagnose CX drivers, and improve agent performance. · sqmgroup.com, 7 Oct 2026
- Security and compliance
- SQM states that its platform is SOC 2 Type II compliant, HIPAA compliant, CCPA compliant, and aligned with ISO/IEC 23894 AI security and risk management practices. · sqmgroup.com, 7 Oct 2026
- Support and contact
- SQM invites prospective customers to discuss contact center needs with its experts and lists USA and Canada headquarters phone numbers. · sqmgroup.com, 7 Oct 2026
- Trial requirements
- The complimentary 10-or-more-call scorecard accepts MP3, WAV, OGG, or FLAC audio and returns QA-CX scorecards within a few business days. · sqmgroup.com, 7 Oct 2026
Where SQM CX Quality stands on Freedom251
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