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On the recordRead 7 Oct 202616 facts
SQM CX Quality
Coeur d'Alene, Idaho, USA; Vernon, British Columbia, Canada
Plans and prices
SQM CX Quality / AutoCX
Priced on request
Contact SQM for pricing; free trial requires qualification
Read 7 Oct 2026 · sqmgroup.com
On the record
- Agent coaching
- The product provides GenAI-powered self-coaching guidance and prioritized improvement opportunities for agents and supervisors.sqmgroup.com · read 7 Oct 2026
- Benchmarks
- SQM says customers can compare CX performance against more than 500 contact center operations.sqmgroup.com · read 7 Oct 2026
- CX metrics
- Its agent scorecard covers 22 CX behavioral metrics across Understand Me, Care About Me, Help Me, and Resolve Me.sqmgroup.com · read 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.sqmgroup.com · read 7 Oct 2026
- Data transfer
- Integrations support real-time APIs and secure SFTP workflows for sending call data and returning automated QA insights.sqmgroup.com · read 7 Oct 2026
- Evaluation coverage
- The platform can evaluate up to 100% of customer interactions or selected evaluation quotas.sqmgroup.com · read 7 Oct 2026
- 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.sqmgroup.com · read 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.sqmgroup.com · read 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.sqmgroup.com · read 7 Oct 2026
- Predicted outcomes
- It predicts Call Center CSAT, Agent CSAT, First Call Resolution, and Call Resolution.sqmgroup.com · read 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.sqmgroup.com · read 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.sqmgroup.com · read 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.sqmgroup.com · read 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.sqmgroup.com · read 7 Oct 2026
