SESTEK Quality Management
SESTEK Quality Management: Automates multichannel QA while keeping human review, appeals, and calibration in the workflow. Ranked #11 of 60 in Customer Service QA Software by our editors (8.3/10); pricing: Pricing on request; best for enterprise contact centers with multichannel QA needs.
At a glance
- Editor score8.3 / 10
- PricingPricing on request
- Best forEnterprise contact centers with multichannel QA needs
- Automated scoringYes
- Founded2000
- Facts checked4 Oct 2026
Where it wins
- Scores voice, chat, and video interactions against defined criteria
- Automates evaluation assignment with configurable sampling rules
- Combines appeals, calibration, and coaching insights with automated QA
Where it doesn't
- Pricing requires contacting sales
- Evaluation forms and scoring logic need to be configured
- Human review remains part of the evaluation workflow
Our verdict on SESTEK Quality Management
SESTEK Quality Management, also presented as Automated Quality Management (AQM), helps enterprise contact centers assess customer-agent interactions against configurable quality criteria. It combines AI-agent evaluation using LLM reasoning, automated scoring, and human review. Teams can evaluate voice, chat, and video interactions, then use comparison and reporting features to identify coaching opportunities. Its multichannel scope and configurable workflows suit operations that need a structured QA process across different interaction types.
Evaluation coverage is a central strength: teams can define forms and scoring logic, automate conversation scoring, and assign evaluations through configurable sampling rules. AI-agent evaluation compares interactions with evaluation forms and a knowledge base, while human review, agent appeals, and calibration workflows provide ways to handle evaluation decisions. Reporting uses textual and emotional conversation features. This combination is a fit for organizations seeking both automated coverage and human oversight, rather than a narrowly automated scoring tool.
AQM is offered through a demo-led sales process, with a contact-sales pricing model rather than a self-serve purchase. That suits enterprise buyers who expect to discuss fit with the vendor, but makes it less suitable for teams that need to compare public plan prices before engaging. SESTEK describes cloud and self-hosted deployment capabilities; teams with a specific hosting requirement should discuss the appropriate option with the vendor. Choose AQM when multichannel evaluation, sampling, appeals, and coaching are priorities. Smaller teams seeking straightforward public pricing or a lightweight QA workflow may prefer a simpler alternative.
SESTEK Quality Management pricing
SESTEK Quality Management fact sheet
| Free plan | Not verified |
|---|---|
| Paid from | Not verified |
| Automated scoring | Yes |
| Automated sampling | Yes |
| Custom scorecards | Yes |
| Agent coaching | Yes |
| QA analytics | Yes |
| Interaction channels | Multichannel |
| Deployment | Cloud, Self-hosted |
| Platforms | Web |
| Compliance & security | SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS |
| Support | Email, Phone |
| Built for | Enterprise (editorial estimate) |
| Pricing | Pricing on request |
| Website | sestek.com |
| Facts checked | 4 Oct 2026 |
Alternatives to SESTEK Quality Management
- NiCE Quality ManagementAutomates omnichannel interaction scoring and coaching for enterprise contact centers.9.4
- Verint Quality ManagementOmnichannel QA with automated scoring, screen review and coaching for larger contact centers.9.3
- Zoom Quality ManagementA Zoom-centered QA add-on for automated scoring, interaction analytics, and coaching.9.2
See all SESTEK Quality Management alternatives →
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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