No. 23of 24 ·Call Center Quality Management Software

SQM CX Quality

Web · Self-hosted · API

Freedom report

One barScore 5.0

Runs widely1 of 6 device platforms
DocumentedPlans, terms and facts published

SQM CX Quality is ranked #23 of 24 in call center quality management software on Freedom251. It runs on API, Self-hosted, Web. A free trial is offered.

SQM CX Quality plans and pricing

All plans

SQM CX Quality / AutoCX Contact SQM for pricing; free trial requires qualification sqmgroup.com · 7 Oct 2026

Compared on call center quality management software

Free plan: No
Coaching workflows: Yes
AI-assisted scoring: Yes
Compliance reviews: Yes
QA channels: omnichannel

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The record

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.
Evaluation coverage: The platform can evaluate up to 100% of customer interactions or selected evaluation quotas.
Predicted outcomes: It predicts Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution.
Benchmarks: SQM says customers can compare CX performance against more than 500 contact center operations.
Agent coaching: The product provides GenAI-powered self-coaching guidance and prioritized improvement opportunities for agents and supervisors.
CX metrics: Its agent scorecard covers 22 CX behavioral metrics across Understand Me, Care About Me, Help Me, and Resolve Me.
Integrations: The maker lists Genesys, Salesforce, MuleSoft, Five9, Tableau, Talkdesk, NICE, Webex, Amazon Connect, and Power BI integrations, along with an open API.
Data transfer: Integrations support real-time APIs and secure SFTP workflows for sending call data and returning automated QA insights.
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.
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.
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.
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.
Support and contact: SQM invites prospective customers to discuss contact center needs with its experts and lists USA and Canada headquarters phone numbers.
Intended customers: SQM describes its software as serving contact centers seeking CX benchmarking, QA-CX automation, predictive CSAT scoring, and agent self-coaching.

Where it ranks on Freedom251

Best Call Center Quality Management Software in 2026#23 of 24

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Sources

sqmgroup.com/software· checked 7 Oct 2026
sqmgroup.com/software/apis-and-integrations· checked 7 Oct 2026
sqmgroup.com/software/data-security· checked 7 Oct 2026
sqmgroup.com/software/auto-qa-free-trial-options· checked 7 Oct 2026
sqmgroup.com/company/contact-sqm· checked 7 Oct 2026
sqmgroup.com/company· checked 7 Oct 2026