Call Center Analytics Software: Features to Look For

Contact center directors evaluating analytics software face a crowded market where most platforms advertise similar capabilities. Insight7 is stronger on end-to-end QA and coaching workflows; competitors like Tethr or Scorebuddy win in specific use cases. This comparison identifies the five features that separate analytics tools built for serious contact center QA from basic reporting platforms, then shows how six leading tools stack up.

Methodology

Not all analytics features carry equal weight. The five that determine whether a platform can actually improve agent performance are: (1) 100% call coverage versus sampling, (2) criterion-level behavioral scoring, (3) compliance verification capability, (4) coaching integration, and (5) data security certifications. A platform strong on dashboards but weak on any of these five will require workarounds that undermine the ROI.

Platforms were evaluated across the five features above based on published documentation, publicly available product information, and G2 category data. Feature presence and depth were assessed, not just availability. The Gartner Magic Quadrant for Contact Center as a Service notes that analytics and AI-driven quality management are now primary evaluation criteria for contact center technology investment. According to ICMI research on contact center quality programs, organizations using full-coverage automated QA identify coaching gaps significantly faster than those relying on sampled manual review.

Insight7

Best suited for: Contact centers that need automated QA at full call volume with a built-in AI coaching layer.

Insight7 covers 100% of calls automatically, applying weighted scoring criteria against every interaction. The Insight7 platform supports separate scorecards per call type, verbatim and intent-based evaluation per criterion, and evidence-backed scoring that links every score to the exact transcript quote that generated it.

• 100% automated call coverage versus the 3 to 10% typical of manual QA teams (Insight7 customer data, 2025)
• Weighted criteria system with configurable descriptions of what high and low performance look like
• Compliance alerts triggered by keyword detection, score thresholds, or policy-specific behaviors, with severity tiers
• Auto-suggested AI coaching scenarios generated from QA scorecard results, reviewed and approved by supervisors before deployment
• SOC 2, HIPAA, and GDPR certified; data stored in customer's region; does not train models on customer data
• Native integrations with Zoom, RingCentral, Five9, Amazon Connect, Salesforce, and HubSpot

Honest con: Out-of-box scoring requires 4 to 6 weeks of tuning before AI scores align with human QA judgment. Teams that invest in detailed criteria context ("what good and poor look like") reach alignment faster, but the initial setup period requires hands-on collaboration with the Insight7 team.

Pricing: Call analytics from ~$699/month; AI coaching from ~$9/user/month. See Insight7 pricing.

Tethr

Best suited for: Contact centers prioritizing customer effort scoring and CX-focused analytics.

Tethr is built around the Customer Effort Score (CES) framework, translating call behaviors into effort signals that correlate with churn risk and loyalty. Its automated call analysis covers 100% of interactions and surfaces high-effort moments for targeted agent review.

• Strong out-of-box effort signal library based on research from the "Effortless Experience" framework
• 100% call coverage with automated scoring against effort-related behaviors
• Compliance detection available, though not the primary use case
• Limited native coaching integration; QA results are surfaced for manager review but do not auto-generate practice assignments

Honest con: Teams whose primary goal is behavioral coaching (not just CES measurement) will find the workflow requires manual steps to convert QA findings into coaching actions.

When Tethr is better: Choose Tethr instead if your primary success metric is reducing customer effort and you want a pre-calibrated effort model benchmarked against cross-industry data.

Pricing: Custom enterprise pricing. Contact Tethr for details.

Scorebuddy

Best suited for: Teams that want structured QA forms with manager-driven evaluation workflows.

Scorebuddy is a QA-focused platform that combines digital evaluation forms, call sampling workflows, and performance dashboards. It is well-suited for teams that want to standardize manual QA processes before moving toward automation.

• Flexible form builder with weighted scoring, auto-fail criteria, and conditional logic
• Strong manager workflow: scorecards assigned to evaluators, dispute resolution, calibration session tools
• Compliance tracking built into form design (specific items marked as mandatory pass/fail)
• Sampling-based by design; does not natively cover 100% of calls without manual reviewer assignment

Honest con: Scorebuddy is a tool for managing human QA reviewers, not replacing them. Teams with high call volumes that need full coverage will still need evaluator headcount or a separate AI layer.

Pricing: Tiered by team size. See Scorebuddy pricing for current plans.

Qualtrics XM

Best suited for: Enterprise organizations that need integrated Voice of Customer and CSAT measurement alongside call analytics.

Qualtrics XM connects post-call survey data with interaction analytics to give a combined view of agent behavior and customer satisfaction. It is strongest when survey response rates are high and the analytics use case centers on CX measurement rather than behavioral QA.

• Deep CSAT and NPS integration with call-level data
• Automated interaction analytics available in higher tiers
• Compliance verification is partial; purpose-built compliance workflows require configuration
• Coaching integration is reporting-oriented; no native practice scenario generation

Honest con: Qualtrics XM is most powerful as a CX measurement platform. Teams seeking criterion-level behavioral QA and coaching automation will find the platform better suited to measurement than development.

Pricing: Enterprise custom pricing. See Qualtrics XM for inquiry options.

Speechmatics

Best suited for: Teams that need high-accuracy transcription across multiple languages as a foundation for downstream analytics.

Speechmatics is a transcription-first platform with strong multilingual accuracy, including support for regional accents and 50+ languages. It is commonly used as the transcription layer that feeds into separate analytics or QA tools.

• Industry-leading transcription accuracy across accent variations and languages
• Real-time and batch transcription both available
• No native behavioral scoring or criterion-level QA; transcription output requires integration with a QA platform to generate scored evaluations
• No native coaching module

Honest con: Speechmatics is infrastructure, not an analytics platform. Teams that need it typically pair it with a separate QA tool, which means managing two integrations and two data sources.

Pricing: Usage-based (per hour of audio). See Speechmatics pricing for current rates.

Avoma

Best suited for: B2B sales teams that need meeting intelligence, call summaries, and rep coaching tied to pipeline data.

Avoma covers 100% of recorded meetings with AI-generated summaries, topic trackers, and coaching insights. It is designed primarily for B2B sales and customer success teams using tools like Salesforce and HubSpot.

• Automatic meeting summaries and action item extraction
• Scorecards available for sales coaching workflows, with manager review
• Compliance verification is limited; Avoma is not purpose-built for regulatory compliance monitoring
• Coaching integration is summary-based rather than criterion-level; does not auto-generate practice scenarios

Honest con: Avoma is meeting intelligence first, QA second. Contact centers handling high-volume inbound calls will find that summary-level coaching feedback is less actionable than criterion-level behavioral scoring.

Pricing: From $19/user/month. See Avoma pricing for plan details.

If/Then Platform Selection Framework

If your primary goal is 100% QA coverage with behavioral scoring and native AI coaching, then use Insight7.

If your primary goal is measuring and reducing customer effort at scale, then use Tethr.

If your team needs structured manager-led QA forms with dispute and calibration workflows before moving to automation, then use Scorebuddy.

If your organization already runs Qualtrics for CX measurement and needs call analytics integrated with survey data, then use Qualtrics XM.

If your primary need is high-accuracy multilingual transcription as a foundation for other tools, then use Speechmatics.

If your team is a B2B sales or customer success organization that needs meeting summaries and pipeline-connected coaching, then use Avoma.

FAQ

What is the difference between call recording and call analytics software?

Call recording captures and stores audio. Call analytics software processes that audio to extract behavioral data, sentiment signals, compliance events, and performance scores. Recording is the input; analytics is the output. Most contact centers have recording in place already and need analytics on top of it to drive QA and coaching outcomes.

How does 100% call coverage change QA workflows?

When every call is scored automatically, QA shifts from random sampling to pattern identification. Managers stop looking for individual call failures and start identifying systemic behavioral gaps across their team. This changes how coaching priorities are set, how criteria are weighted, and how performance reviews are structured. Sampling-based QA catches outliers; full-coverage analytics reveals trends.

What security certifications should call analytics software have?

At minimum: SOC 2 Type II (infrastructure security), GDPR compliance (European data residency and processing rights), and HIPAA compliance if any calls involve protected health information. Teams handling financial services data should also verify PCI DSS compliance for any call recording that captures payment card data. Insight7 holds SOC 2, HIPAA, and GDPR certifications and stores data in the customer's region of residence.