As the market for customer support quality assurance tools continues to grow, finding the right solution for your business needs can become a challenging task.
MaestroQA is a popular choice among many teams, but if you’re looking for solutions that may offer different pricing or QA capabilities, here’s an overview of MaestroQA alternatives.
💡 Full disclosure: While we’re proud members of #TeamKlaus, our goal here is to provide a balanced comparison of each solution. We base our analysis on customer reviews, information from competitor websites, and our own product research.
What is MaestroQA?
MaestroQA is a support quality monitoring tool designed to improve customer experience and loyalty. It enables you to review customer interactions, gather data and feedback, and monitor agent performance.
✅ Comprehensive dashboards and reports — MaestroQA offers customizable dashboards and analytics that allow you to closely monitor your customer service team’s performance. You can create detailed reports tailored to your needs, which can then be automatically sent to team leaders and managers.
✅ Screen recording capabilities — with MaestroQA, every action your support agents take while handling support tickets gets recorded. This means you can watch the entire process, from how they interact with the customer to how they resolve the issue. This is particularly useful for training purposes, as it provides a clear view of what your agents are doing right or where they might need improvement.
✅ Grader quality control — MaestroQA includes a unique “Grade the Grader” workflow, which allows you to evaluate the performance of your QA graders. By assessing how well your graders are doing, you can ensure that your quality control processes are consistent and effective.
✅ Integration with popular tools — MaestroQA integrates with a variety of popular customer service tools, including helpdesk software, phone systems, and data storage solutions. This allows you to easily connect your existing tools to MaestroQA, streamlining your workflow and making it easier to control support quality.
⛔ Setup and usage complexity — some users have found that setting up and using MaestroQA can be somewhat time-consuming and complicated, primarily because of the platform’s wide range of features. It might take some time to get used to the system and fully harness all of its capabilities.
⛔ Lack of automatic scoring — despite its automated quality management features, MaestroQA doesn’t offer automatic, AI-based scoring for support conversations. This means that while the platform can help automate certain aspects of the quality control process, it doesn’t have the capability to automatically score support conversations.
Klaus is a quality management platform that helps you improve your customer service and increase revenue. Apart from manual QA capabilities, it uses AI to find and fix problems in your support process.
✅ User-friendly setup and interface — there’s no need to go through a lengthy onboarding process or pay extra setup fees. Klaus integrates with many popular helpdesk platforms such as Zendesk, Intercom, Aircall, and Freshdesk, making it a true plug-and-play solution.
✅ Quick and easy access to AI-powered insights — with Klaus’ AutoQA feature, you can review all your support conversations automatically. It doesn’t matter how many agents you have, the number of tickets you receive, or the languages you support, AutoQA can handle it. This allows you to speed up and scale your QA process.
✅ Browser extension — Klaus’ browser extension gives you the freedom to review customer conversations wherever they happen. This flexibility allows you to address issues and provide feedback more effectively, ensuring a consistent quality of support across different platforms.
✅ Fast development and frequent feature releases — Klaus is committed to delivering new features and updates to its users at a rapid pace. Have a look at how many product updates Klaus has shipped recently.
⛔ No built-in WFM solution — while Klaus does not have its own Workforce Management (WFM) system, it does integrate with Assembled. Users can even take advantage of a bundled deal, giving them access to both Klaus and Assembled at a discounted rate.
⛔ Reporting dashboards focus on support quality and customer experience metrics — Klaus’s reporting dashboards are tailored to show metrics related to support quality and customer experience. Some of the key indicators you can track with Klaus include the Internal Quality Score (IQS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). These metrics give you valuable insights into the overall effectiveness and impact of your customer support efforts.
Another one of MaestroQA’s alternatives, Playvox, is a quality assurance tool designed to improve the performance of customer support teams. It enables you to monitor and enhance customer interactions across various channels, ensuring a consistent and high-quality customer experience.
✅ Customizable dashboards — Playvox provides customizable dashboards that display key performance indicators (KPIs) and support trends, giving you valuable insights into your team’s performance. You can quickly identify areas where your team is excelling and areas that need improvement, helping you make data-driven decisions to optimize your customer support operations.
✅ Insightful agent optimization suite — with Playvox, you can closely monitor the performance of each team member, coach agents, and provide personalized feedback to help them improve their skills and achieve their goals.
✅ Workforce management tool — Playvox’s WFM tool simplifies the process of planning, forecasting, and scheduling work shifts. By streamlining these tasks, you can optimize your team’s workload, ensure you have enough agents to handle incoming queries and maintain a high level of customer support even during peak times.
✅ Compatibility with popular software — Playvox integrates with popular customer service solutions out of the box. It also offers a customizable API.
⛔ Separate tools for different functions — while Playvox offers a wide range of features, they are not all housed in one unified platform. You will need to use separate tools for Quality Management and Workforce Management, which may require additional time to navigate and switch between different interfaces.
⛔ Limited auto-scoring capabilities — Playvox’s auto-scoring feature, AutoQA, is focused primarily on analyzing customer sentiment. While this is a valuable metric, it may not provide a comprehensive assessment of customer interactions.
Unsurprisingly, EvaluAgent is a quality assurance software designed for contact centers. It offers a variety of features that enable you to manage, monitor, and enhance the performance of your customer service teams effectively.
✅ Customizable dashboards and reports — EvaluAgent offers the ability to filter performance data and generate custom reports based on individual QA scorecards, specific customer support teams, and individual agents. This granular data analysis helps in performance management, identifying support trends, and finding areas that need improvement. Additionally, senior managers can receive monthly reports automatically.
✅ Unified scorecard management — EvaluAgent makes it easy to use multiple scorecards from one place, regardless of the workspace or type of support interaction. This feature simplifies the process of evaluating various conversations using different scorecards and ensures a consistent approach to quality assurance across the organization.
✅ Conversation transcripts — EvaluAgent’s SmartScore can convert any conversation into a text transcript and provide a concise summary of the interaction. This feature enables you to quickly understand what transpired during the customer interaction without having to listen to or watch the entire conversation.
✅ Extensive integration capabilities — EvaluAgent integrates with a wide range of platforms, including ticketing and helpdesk systems, call recording tools and WFM solutions.
⛔ Minimum seat requirement — EvaluAgent’s pricing structure is designed for teams with at least 30 seats. Smaller support teams may find this minimum requirement a barrier to entry and may need to consider alternative quality assurance solutions that cater to their specific needs.
⛔ Lack of live chat support — EvaluAgent does not offer live chat support to its customers. If you encounter any issues or need assistance while using the software, you may have to rely on alternative support channels, which may not be as quick or convenient as live chat support.
Just like the other MaestroQA alternatives, Scorebuddy is a cloud-based solution designed to evaluate agents and customer interactions across multiple channels — including phone calls, emails, and live chat. It offers a range of features to streamline the quality assurance process and improve customer support performance.
✅ Comprehensive Learning Management System — Scorebuddy offers a Learning Management System (LMS) that allows you to upload and create dedicated training materials for your customer support team. This feature ensures that your team has access to the necessary resources to improve their skills and deliver exceptional customer service.
✅ Customizable scorecards — Scorebuddy’s QA software has a user-friendly interface that allows you to set up customized scorecards easily. You can create scorecards tailored to various support channels, workspaces, and types of interactions.
✅ Variety of customer survey options — Scorebuddy enables you to send branded surveys to customers, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and multiple-choice survey questions. This feature allows you to gather valuable customer feedback and gain insights into their satisfaction levels with your support services.
✅ Ready-to-use integrations — Scorebuddy is compatible with popular tools like Salesforce, Zendesk, and Intercom. These integrations allow you to seamlessly incorporate Scorebuddy into your existing customer support process and streamline conversation reviews.
⛔ Limited data filtering options — while Scorebuddy offers robust data and reporting dashboards, its filtering options are somewhat limited. This can make it challenging to extract insights from the data, and exporting raw data may take longer than desired. However, Scorebuddy does provide agents with their own dashboards, displaying their quality scores and targeted coaching tips from the QA specialist, which can help improve their performance.
⛔ Room for improvement in training materials — Scorebuddy offers training videos, but the sound quality could be enhanced for a better learning experience.
Still looking for more MaestroQA alternatives?
If you need more choices, check out more MaestroQA alternatives below:
How to pick the right alternative?
If you’re trying to choose between MaestroQA alternatives, consider the following criteria:
1. Integrations with existing tech stack: Choose the quality assurance software that seamlessly integrates with your current help desk and other tools your team is using. This helps you view data in one place, avoiding tab-switching or manual data copying. Check the tool’s integration options and avoid custom integrations unless necessary.
2. Key features: Look for essential features like customizable scorecards, grading calibration, reporting & analytics, as well as AI-powered automation.
- Customizable scorecards: Select a tool that lets you create scorecards that match your internal quality standards and customer service goals. You should be able to customize categories, weightings, and rating scales.
- Grading calibration: The tool should offer a QA calibration feature for consistent conversation reviews. Calibration methods may differ, but the aim is uniform grading.
- Dashboards and reporting: Opt for a tool with organized data presentation, offering insights into agent performance and key customer service metrics.
- Automation & AI: Choose features like sentiment analysis and AutoQA to save time and effort.
3. User-friendly interface: Test the software’s usability and intuitiveness with a free trial. Consider the required training & onboarding, and avoid tools with complex interfaces that may affect your QA process.
4. Reliability and compliance: Confirm the software’s security and compliance features, including organizational and technical controls, internal policies, employee training, and certifications like SOC 2.
5. Pricing: Find a tool that fits your budget and offers the features and integrations you need. On average, customer service teams spend $184 per agent monthly on software, with $29 going to their QA tool.
6. Scalability: Choose a tool that can handle your team’s growth and evolving needs. Check case studies for how the tool has worked for similar companies.
7. Support: Consult review sites like G2 for unbiased customer feedback on the provider’s support responsiveness and overall user experience.
By considering these factors, you can find a quality assurance software solution that aligns with your business needs and enhances your customer service operations.
Still not sure how to pick the best customer service quality assurance software for your needs? Check out our Buyer’s Guide →
Originally published in May 2021, last updated in August 2023.