Aspect Quality
Contact center quality assurance software
Employee monitoring software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Energy and utilities
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- Manufacturing
What is Aspect Quality
Aspect Quality is a contact center quality assurance application used to evaluate and improve agent performance across voice and digital interactions. It supports quality monitoring workflows such as interaction selection, evaluation forms/scorecards, coaching, and performance reporting for contact center supervisors and QA teams. The product is typically deployed alongside contact center telephony/recording and workforce systems to standardize evaluations and track quality outcomes over time.
Purpose-built QA workflows
Aspect Quality focuses on core quality management tasks such as evaluation form design, scoring, calibration support, and coaching follow-ups. This helps QA teams run consistent review processes across agents and teams. It fits organizations that want a dedicated QA layer rather than relying only on basic tools bundled into a broader contact center platform.
Structured performance reporting
The product provides reporting oriented around quality scores, evaluator activity, and agent performance trends. These outputs support operational reviews and targeted coaching plans. QA-centric reporting can be easier to operationalize than general contact center analytics when the primary goal is standardizing evaluations.
Designed for contact centers
Aspect Quality is designed for contact center roles (QA analysts, supervisors, operations leaders) and common governance practices such as calibration. This role alignment can reduce the need for custom configuration compared with general employee monitoring tools. It is typically used in environments where quality programs are formalized and audited.
Legacy product lifecycle risk
Aspect-branded products have undergone ownership and portfolio changes over time, which can affect product roadmaps, support models, and availability. Buyers may need to confirm the current product status, supported deployment options, and long-term maintenance commitments. This due diligence is important when comparing to newer cloud-native contact center suites.
Depends on surrounding stack
Quality management commonly relies on integrations with call recording, interaction metadata, and contact center routing platforms. If the surrounding telephony/contact center environment is not aligned, implementation can require additional integration work or professional services. Organizations should validate supported connectors and data flows for their specific environment.
Less broad CCaaS capability
Aspect Quality is not positioned as a full contact center platform for omnichannel routing, telephony, and agent desktop in the way end-to-end contact center suites are. Teams looking for a single vendor to cover routing, WFM, analytics, and QA may find it narrower in scope. This can increase vendor count and administration if a consolidated platform is a priority.
Seller details
Mitel Networks Corporation
Ottawa, Ontario, Canada
1973
Private
https://www.mitel.com/
https://x.com/Mitel
https://www.linkedin.com/company/mitel/
