SQM CX Quality
SQM CX Quality is a paid, AI-powered quality assurance platform for contact centers.
What SQM CX Quality is
SQM CX Quality is a paid, AI-powered quality assurance platform for contact centers. It evaluates all customer interactions or selected quotas to predict Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution. SQM describes benchmarking against more than 500 contact center operations. GenAI-powered self-coaching guidance and prioritized improvement opportunities support agents and supervisors. The scorecard covers 22 behavioral metrics grouped into Understand Me, Care About Me, Help Me, and Resolve Me. 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 can transfer call data and return QA insights. SQM states compliance with SOC 2 Type II, HIPAA, and CCPA, alongside ISO/IEC 23894 alignment. Web, self-hosted, and API platforms are supported, with omnichannel QA.
Good
- Evaluates up to 100% of interactions
- Predicts multiple CX outcomes
- 22-metric behavioral scorecard
- GenAI coaching for agents
- Listed compliance and security controls
Watch out
- Pricing requires contacting SQM
- No free plan
- Trial scorecard requires qualification
- Trial audio must meet format requirements
Who it suits
It suits contact centers seeking automated QA, CX benchmarking, predictive scoring, compliance reviews, and agent self-coaching. Teams using the listed contact-center systems can connect through integrations or the open API.
Verdict
SQM CX Quality combines interaction scoring, benchmarking, integrations, and coaching workflows for contact-center teams. Buyers should request pricing and confirm trial requirements before adopting it.
Plans and prices
From SQM CX Quality's own pricing page, checked 7 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| SQM CX Quality / AutoCX | Priced on request | Contact SQM for pricing; free trial requires qualification |
The facts
Each one read from SQM CX Quality's own pages, with the date it was checked.
What it does
- Agent coaching
- The product provides GenAI-powered self-coaching guidance and prioritized improvement opportunities for agents and supervisors.checked 7 Oct 2026
- Benchmarks
- SQM says customers can compare CX performance against more than 500 contact center operations.checked 7 Oct 2026
- CX metrics
- Its agent scorecard covers 22 CX behavioral metrics across Understand Me, Care About Me, Help Me, and Resolve Me.checked 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.checked 7 Oct 2026
- Data transfer
- Integrations support real-time APIs and secure SFTP workflows for sending call data and returning automated QA insights.checked 7 Oct 2026
- Evaluation coverage
- The platform can evaluate up to 100% of customer interactions or selected evaluation quotas.checked 7 Oct 2026
- Integrations
- The maker lists Genesys, Salesforce, MuleSoft, Five9, Tableau, Talkdesk, NICE, Webex, Amazon Connect, and Power BI integrations, along with an open API.checked 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.checked 7 Oct 2026
- Predicted outcomes
- It predicts Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution.checked 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.checked 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.checked 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.checked 7 Oct 2026
The company
- Founded
- 1996checked 28 Sep 2026
- Headquarters
- Coeur d'Alene, Idaho, USA; Vernon, British Columbia, Canadachecked 28 Sep 2026
Money
- 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.checked 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.checked 7 Oct 2026
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