Every sales call reveals why deals stall or close, if you know where to look. This guide reviews five call center QA platforms that turn real conversations into performance scores and coaching that drives more wins.

5 best call center quality assurance software: At a glance

1. Alpharun

Most QA tools tell you what happened on a call. Alpharun tells you what should have happened based on what your winners actually do. The platform pulls patterns from your best closers and turns tribal knowledge into a repeatable system.

What it does: Alpharun analyzes thousands of your sales calls to find what your top performers do differently, then builds those exact tactics into custom playbooks and coaches every rep to match.

Who it's for: High-volume B2C sales teams in Medicare, insurance, home services, and other industries where phone conversations drive revenue.

Key features of Alpharun

• Custom playbooks from your calls: Alpharun analyzes real conversations from your top reps to spot what actually drives closes. Those behaviors become your coaching standards.

• 100% call coverage: Alpharun scores every call, not just a sample. Managers see exactly which reps need help and why.

• Sentence-level coaching: The platform ties feedback to exact moments. Reps learn where top performers ask about the spouse or decision maker being present.

• Compliance built into scoring: You set the rules that matter to your business, from recording disclosures to qualification and discovery. Alpharun tracks what closes deals and what stays compliant.

• Manager dashboards: Weekly summaries show who needs coaching and why. Reps also get short coaching notes automatically, reducing manual follow-ups for managers.

Pros and cons of Alpharun

Alpharun pricing

Alpharun provides custom pricing based on team size and feature requirements.

Bottom line

Alpharun turns the instincts of your best salespeople into a system everyone can follow. If your team has standout performers and you want the rest to catch up, this platform bridges that gap faster than manual coaching ever could.

2. Observe.AI

Observe.AI focuses on AI agents that handle calls end-to-end or intelligently route them. The platform includes guardrails, auditing, and compliance features to keep automated conversations on track. Its primary offering is conversation intelligence, Auto QA, and post-interaction AI analytics.

What it does: Observe.AI transcribes and analyzes calls to surface compliance risks, coaching opportunities, and performance trends across your contact center.

Who it's for: Teams in healthcare, financial services, and other regulated industries where compliance violations carry serious consequences.

Key features of Observe.AI

• Automated compliance checks: The system scans every call for regulatory requirements and company policies.

• Agent performance scoring: Calls receive scores based on criteria you define, with trends visible over time.

• Transcription and search: Find specific conversations or phrases across your entire call library.

Pros and cons of Observe.AI

Pricing of Observe.AI

Observe.AI offers custom pricing based on seat count and features. Contact their sales team for details.

Bottom line

Observe.AI works well for teams where compliance is the primary concern. If your goal is to catch violations and monitor adherence, it delivers. For teams focused on revenue growth through better selling, the coaching depth falls short of platforms built for that purpose.

3. Balto

Balto connects to your phone system and monitors calls as they happen. When reps hit certain moments, the platform shows suggested responses on screen and notifies managers if a call goes off track.

What it does: Balto listens to live calls and prompts reps with the right words at the right moment. Think of it as a teleprompter for sales conversations.

Who it's for: Teams with strict scripts or newer reps who need guardrails during conversations.

Key features of Balto

• Live prompts: Reps see suggested responses as the conversation unfolds.

• Real-time alerts: Managers get notified when calls need intervention.

• Script adherence tracking: See which reps follow the playbook and which go off-script.

Pros and cons of Balto

Pricing of Balto

Balto provides custom pricing. Reach out to their team for a quote.

Bottom line

Balto keeps reps on script and catches problems as they happen. It works best for teams prioritizing consistency and compliance. For teams wanting to elevate average performers to match the best, the one-size-fits-all approach limits growth.

4. CallMiner

CallMiner has been in the speech analytics game for years. The platform processes massive call volumes and surfaces insights on emotion, silence, talk patterns, and topic trends.

What it does: CallMiner analyzes conversations using AI to identify patterns, sentiment, and trends across millions of interactions.

Who it's for: Large contact centers that want deep analytics on customer conversations and agent performance.

Key features of CallMiner

• Sentiment analysis: Track customer emotion throughout calls to spot friction points.

• Topic discovery: The system identifies emerging themes across your conversations.

• Customizable scorecards: Build evaluation criteria that match your business needs.

Pros and cons of CallMiner

Pricing of CallMiner

CallMiner offers enterprise pricing based on usage and features. Contact sales for details.

Bottom line

CallMiner excels at turning call data into insights. The platform answers "what's happening" better than most. For teams asking "how do we make reps better," the path from analytics to action requires more manual effort.

5. Talkdesk

Talkdesk bundles QA into a broader contact center suite. You get call recording, evaluation forms, and basic coaching tools along with your dialer and routing.

What it does: Talkdesk provides a full contact center platform with built-in quality management, workforce tools, and AI features.

Who it's for: Teams looking for one vendor to handle phones, routing, and quality assurance together.

Key features of Talkdesk

• Built-in QA tools: Score calls, leave feedback, and track agent performance without a separate platform.

• Workforce management: Schedule agents and forecast volume in the same system.

• AI-powered insights: Surface trends and flag calls that need review.

Pros and cons of Talkdesk

Pricing of Talkdesk

Talkdesk starts at $85/user/month for basic plans. QA features may require higher tiers.

Bottom line

Talkdesk makes sense if you need a contact center platform and want QA included. Teams already happy with their phone system will find more value in dedicated QA tools that dive deeper into coaching and performance.

How to choose the right call center quality assurance software

The right QA platform depends on what problem you need to solve most.

If your top performers crush quota while others struggle

Look for platforms that analyze winning behaviors and turn them into coaching everyone can use. Generic scorecards miss what makes your best reps different. The gap between your top 10% and everyone else is where the biggest revenue gains hide.

If compliance violations keep you up at night

Prioritize automated monitoring that catches risks before they become fines. Make sure the system handles your specific regulatory requirements. For Medicare, insurance, and financial services teams, look for SOC 2 Type 2 and HIPAA compliance built in.

If new reps take too long to ramp up

Real-time guidance during calls shortens the learning curve. But consider whether you want reps following preset scripts or learning from your actual winners. Platforms that coach based on real top-performer calls cut ramp time faster than generic training.

If you're drowning in call data

Speech analytics platforms surface patterns you'd never find manually. Just make sure insights connect to action, not just dashboards. Data without a clear path to coaching is just noise.

If you want one vendor for everything

All-in-one platforms simplify procurement but often sacrifice depth. Decide whether convenience outweighs capability. Teams serious about improving sales performance outgrow bundled QA features fast.

Which call center quality assurance software should you choose?

Choose Alpharun if you:

• Run a high-volume sales team with 50+ reps

• Want coaching based on what your top performers actually do

• Need 100% call coverage without adding headcount

• Operate in regulated industries requiring SOC 2 Type 2 compliance

• Already use Five9 or Genesys and want fast integration

Choose Observe.AI if you:

• Prioritize compliance monitoring above sales coaching

• Need detailed audit trails for regulatory requirements

Choose Balto if you:

• Have strict scripts that reps must follow exactly

• Want real-time prompts to keep conversations on track

Choose CallMiner if you:

• Need deep analytics across millions of conversations

• Care more about understanding trends than coaching individuals

Choose Talkdesk if you:

• Want QA bundled with your contact center platform

• Prefer one vendor over best-in-breed tools

What separates reporting from results

Manual QA catches a fraction of calls and takes forever. By the time you spot a pattern, reps have repeated the same mistakes hundreds of times.

Every platform in this guide automates call reviews, but automation alone won't make your reps better. What matters is what happens after the score. Does the tool just report problems, or does it actually fix them?

What makes Alpharun different is the connection between QA and revenue. The platform learns what your top performers do to close deals, builds those tactics into playbooks, and coaches every rep to match. At the same time, AI agents handle the repetitive stuff so reps stay focused on selling.

For teams where every percentage point in close rate means real money, that connection between insight and action separates tools that report from tools that improve.

Schedule a demo to see how Alpharun builds custom playbooks from your actual winning calls.