SQM CX Quality

Spec sheet

Integrations

The maker lists Genesys, Salesforce, MuleSoft, Five9, Tableau, Talkdesk, NICE, Webex, Amazon Connect, and Power BI integrations, along with an open API.Read 7 Oct 2026 · sqmgroup.com

Headquarters

Coeur d'Alene, Idaho, USA; Vernon, British Columbia, CanadaRead 28 Sep 2026 · sqmgroup.com

Founded

1996Read 28 Sep 2026 · sqmgroup.com

Agent coaching

The product provides GenAI-powered self-coaching guidance and prioritized improvement opportunities for agents and supervisors.Read 7 Oct 2026 · sqmgroup.com

Benchmarks

SQM says customers can compare CX performance against more than 500 contact center operations.Read 7 Oct 2026 · sqmgroup.com

CX metrics

Its agent scorecard covers 22 CX behavioral metrics across Understand Me, Care About Me, Help Me, and Resolve Me.Read 7 Oct 2026 · sqmgroup.com

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.Read 7 Oct 2026 · sqmgroup.com

Data transfer

Integrations support real-time APIs and secure SFTP workflows for sending call data and returning automated QA insights.Read 7 Oct 2026 · sqmgroup.com

Evaluation coverage

The platform can evaluate up to 100% of customer interactions or selected evaluation quotas.Read 7 Oct 2026 · sqmgroup.com

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.Read 7 Oct 2026 · sqmgroup.com

Intended customers

SQM describes its software as serving contact centers seeking CX benchmarking, QA-CX automation, predictive CSAT scoring, and agent self-coaching.Read 7 Oct 2026 · sqmgroup.com

Predicted outcomes

It predicts Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution.Read 7 Oct 2026 · sqmgroup.com

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.Read 7 Oct 2026 · sqmgroup.com

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.Read 7 Oct 2026 · sqmgroup.com

Support and contact

SQM invites prospective customers to discuss contact center needs with its experts and lists USA and Canada headquarters phone numbers.Read 7 Oct 2026 · sqmgroup.com

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.Read 7 Oct 2026 · sqmgroup.com

Plans and prices

Every SQM CX Quality plan and price →

Where Specifiction places it

• Customer Service QA Software#16 of 637.4
• Call Center Quality Management Software#17 of 247.4