Contact Center Quality Management Solutions

Use quality contact center monitoring and management software to align customer expectation and agent performance


Looking for Best-In-Class Quality Management Solutions?

Contact Center Quality Management Software is an easy-to-use, full featured quality monitoring solution that enables operations to improve the customer and agent experience. With an agent-centric approach, this offering includes screen and call recording, agent self-evaluations, automated feedback, and workflows – all creating an effective balance between operational requirements and agent empowerment.

What Does It Do?

Contact Center Quality Manager Software - What Does It Do?

Contact Center Quality Management Software or CQM is a software application that is used by contact center management and operators to manage the entire call handling process. The main purpose of this software is to track, analyze, collect, and route calls in an efficient manner.

This application helps the call center manager to set up call-order systems and to monitor all the operations related to the sales and after call processes. The main use of this software is to track, analyze, and record the performance of the entire contact center. These types of software have some additional features such as customer self-service portal, multiple dispatch, and workflow applications.

A Call Center Quality Management Software is an efficient tool that is required to improve the overall quality and efficiency of call centers. The main functions of this software include controlling the number of callers during peak hours, assigning extensions to customers according to their preferences, handling abandonment cases successfully, checking the server availability, monitoring the performance, and communicating with other staff members. With such powerful and flexible tools, it becomes easy for contact center operators to handle the heavy load placed on them.

When we talk about the benefits of contact center software, one thing comes to mind is that it helps to manage the entire contact center seamlessly and accurately.

As mentioned earlier, this QM software generates reports. These reports are extremely helpful for improving the overall efficiency and quality of services provided by the contact center.  One of the important features of this software is that it generates and stores the complete contact center database. Such database is extremely useful for analyzing and making improvements in the quality of services provided by the contact center.

The database contains detailed information pertaining to every customer that has been dealt with by the contact center. This way, it becomes easy for the management personnel to check if the same customer has been dealt with effectively in the past or not.

Through the software, it becomes easy to find out if there is a customer who has been unnecessarily disconnected from the center, or if the agent failed to follow the required procedure.  For instance, if there are certain problems that have cropped up due to disconnection of a customer from the center, then the root cause can be easily identified and solved.

The contact manager can also track down agents who have failed to execute their duties satisfactorily. This way, the call center management gets an insight into the weak points of the workforce which can be rectified immediately so that the quality of services offered remains high. Besides tracking down failures, this tool can also help in improving the skills and performance of the employees.

This is because it enables the management to identify those employees who need proper training so that they can be made better performers. Another important feature of this software is that it also tracks down customers who have been dealt with improperly.

So far as features are concerned, contact center quality manager software can deal with various issues in just one click. For example, if there is any customer who has been dealt with in a rude manner repeatedly, then the software will automatically detect this and warn the call center agent.

This will automatically stop the call and the offending agent will be warned about his behavior. This helps the customer as well as the call center operator to stay away from such agents. 

Quality Management Features

Improve the customer experience

Understand your customers’ experiences and where they can be improved with an easy-to-use evaluation and review process. Custom evaluation forms, play back calls and screen recordings, ensure consistent call scoring, find the best interactions.

Improve the agent experience

Happy agents create happy customers, and engaged agents reduce attrition. Let agents critique themselves with easy access to feedback, create a library of best practices, develop arbitration workflows.

Ensure processes work

Improve both operational results and the customer experience by identifying where faulty processes are getting in the way. Identify customer pain points, speech analytics and customer surveys, reduce process failures.

Manage everything in one place

Reduce administration and maintenance efforts and improve reliability with an all-in-one solution. Eliminate synchronization issues, minimize setup and configuration, play back calls and desktop recordings.



Technical expertise and vision to help you develop a plan or technology roadmap.


Experience and relationships to help you acquire new technology solutions.


Real support from real people to help with implementation, management, and billing.

Quote icon

What Our Clients Say

  • Steve Talt

    Steve Talt

    Sr. Director, Systems @ Getty Images

    “StrataCore’s team worked on our behalf to source the best solution for our needs. They helped to save us valuable time and money.”

  • Wayson Vannatta

    CIO @ WatchGuard

    "When it comes to getting IT services, colo or a security vendor, the first partner I call is StrataCore. I count on them to know the heartbeat of the market and the best options for our business needs.”

  • Brian Capps

    Brian Capps

    Director, Network & Data Center @ Zillow

    “StrataCore hires good people, the team has been super solid and enjoyable to work with.”

  • Brian Hanson

    Brian Hanson

    Sr. Director, Comcast Technology Solutions @ Comcast

    “The StrataCore team has helped immensely over the years. I don't have to augment my team with experts - you fulfill that role.”

  • Jai Dalal

    Jai Dalal

    VP, Internal IT & Technical Client Services @ WideOrbit

    “The value that StrataCore adds to an IT department is huge. This is especially the case when you have a lean organization that doesn't have the bandwidth to vet the market to obtain strategic pricing or services.”

  • Nick Halden

    Nick Halden

    Solution Architect @ Vix Technology

    “The StrataCore team was very valuable in terms of saving us time and money. Throughout the entire process they provided candid, insightful assessments and market intelligence that brought real value to Vix.”

  • Dan Wilson

    Dan Wilson

    Principal Architect III @ Concur

    “The StrataCore team is exceptionally talented, knows the industry, and always delivers on promises.”

  • Carey Fujii

    Former IT Director @ Tableau

    “What I enjoy most about StrataCore is their full end-to-end service. We met, gave StrataCore our requirements, and they engaged the appropriate vendors.”

  • Clifford Cancelosi

    Clifford Cancelosi

    COO @ MultiScale Health Networks

    “StrataCore focuses on completely understanding customer needs/timeframes/etc.They ensure that it's accurately represented to the provider community.”

  • Jason Stefanski

    Jason Stefanski

    Chief Information Officer & Principal @ GeoEngineers

    “StrataCore saved us countless hours. Their knowledge of the market and negotiation tactics resulted in saving us a substantial amount. We would not hesitate to recommend them as a very trusted advisor!”

  • Benny Zaidenberg

    Benny Zaidenberg

    Sr. Director, Global Data Center & IT Ops @ Amdocs

    “Working with StrataCore was easy. It’s the best deal and a win/win situation for both our companies.”

1 2 3 4 5 6 7 8 9 10 11 / 11

We're Here to Help!

Skip to content