Qualicore - 2026 Pricing, Features, Reviews & Alternatives

Qualicore is a quality assurance scoring platform designed for call centres, business process outsourcing operations and contact centres in South Africa and worldwide. It provides comprehensive tools for evaluating agent performance, managing coaching workflows, tracking regulatory compliance and automating escalation processes. The platform supports multi-region compliance requirements including the Protection of Personal Information Act, the General Data Protection Regulation and the Labour Relations Act. Developed by Econx Group (Pty) Ltd, a South African technology company specialising in workforce quality management, the system addresses the complex operational needs of the contact centre industry.

Qualicore features live quality assurance scoring that enables teams to assess calls in minutes using weighted criteria, fatal-fail detection and automatic escalation triggers with results available to supervisors in real time. The no-code scorecard builder allows organisations to configure evaluation forms aligned with internal quality frameworks without technical intervention. Five auto-escalation algorithms monitor consecutive failures, score declines and category-specific repeats to flag agents for review before performance deteriorates. Failed evaluations automatically generate structured coaching plans that supervisors can manage and close, while agent acknowledgements are recorded. Comprehensive audit logging timestamps and attributes every action including evaluations, coaching sessions, written warnings and acknowledgements to create legally defensible documentation for compliance audits and labour disputes. The multi-tenant architecture delivers isolated environments for each client with branded scorecards, separate user access and independent reporting structures. Role-based dashboards present agents with performance trends, supervisors with key performance indicators and teams with aggregated reports. Escalation queues prioritise interventions based on severity and timing.

Qualicore integrates seamlessly with over thirty-five third-party business applications across customer relationship management, telephony, communications, productivity, business intelligence, storage, identity management and support platforms. CRM integrations include Salesforce, HubSpot, Zoho CRM and Microsoft Dynamics three sixty-five to synchronise quality scores, coaching events and escalation data with contact and opportunity records. Telephony connections with Genesys Cloud, Five9, Twilio Flex, Amazon Connect and Avaya OneCloud enable call detail record ingestion, recording retrieval and call identifier association. Communications integrations support WhatsApp Business notifications, Slack alerts and Microsoft Teams adaptive cards, as well as configurable email delivery via SMTP or SES. Productivity suite links to Google Workspace and Microsoft three sixty-five provide single sign-on authentication, calendar scheduling for coaching and cloud storage access for recordings. Business intelligence tools such as Power BI, Tableau and Looker receive anonymised data for advanced analytics, with Snowflake integration planned for enterprise-scale data warehousing. Storage options include AWS S3, Azure Blob Storage, Google Cloud Storage and SharePoint with bring-your-own-keys encryption. Identity management through Okta, Microsoft Entra ID and Google SSO offers SAML and OIDC protocols with SCIM provisioning. Helpdesk systems like Zendesk, Freshdesk and Intercom attach quality outcomes to support tickets. The platform also exposes a versioned REST API with OpenAPI three point one documentation, OAuth two client-credentials authentication, granular permission scopes and request rate limiting. Signed webhooks are available for evaluation submissions, coaching completions, fatal-fail incidents and payment receipts, and a Zapier integration enables no-code event automation for non-technical teams.