SQM Group
SQM Group is a privately held SaaS company that sells automated QA and CSAT prediction software to enterprise and mid-market contact centers, using a proprietary GenAI Hybrid Model benchmarked against 500+ North American call centers.
- Company typePrivate
- Founded1996
- HeadquartersCoeur D'alene, United States
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What SQM Group does
SQM Group is a privately held software company founded in 1996 that builds QA-CSAT automation software for enterprise and mid-market contact centers. Its core product, mySQM™ Auto QA, applies a proprietary GenAI Hybrid Model — combining rule-based AI scoring with CSAT prediction algorithms — to score 100% of customer interactions across phone, chat, email, and digital channels, claiming up to 95% accuracy against customer survey CSAT. The platform benchmarks results against a proprietary dataset of 500+ leading North American contact centers and offers an add-on Personalized Intelligence™ suite covering agent self-coaching, self-training, rewards, and recognition, alongside a CX Benchmarking Service, Customer Experience Studies, and a CX Awards and World-Class Certification program.
The company operates on a SaaS subscription model with quote-based enterprise pricing tied to call volume and agent count, supplemented by a freemium $75k-value Auto QA Trial and a public ROI Calculator. Go-to-market is hybrid: enterprise field sales for large contact centers, with inside-sales qualification and a self-serve trial motion for mid-market. The company is headquartered through its Canadian parent SQM Group, Inc. (Vernon, BC) and operates via SQM US, Inc. in the United States, serving customers in banking, telecom, healthcare, insurance, and toll services (e.g., Comcast, Mr. Cooper, Scotia iTRADE, Canadian Tire Financial Services, 407ETR). It maintains SOC-2 Type 2, HIPAA, GDPR, and PIPEDA compliance and was ranked #1 in North America for Call Center QA on G2's 2026 Best Software Awards.
SQM is bootstrapped with no disclosed external funding, 101-250 employees, and a 30+ year operating history. Revenue mechanics are not publicly disclosed, and growth signals are primarily product and brand-driven (G2 recognition, Personalized Intelligence expansion, sustained awards program) rather than expansion of geography or headcount.
SQM Group firmographics
Firmographics- Name
- SQM Group
- Legal name
- SQM Group, Inc.
- Website
- https://sqmgroup.com
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- SQM Group is a privately held SaaS company that sells automated QA and CSAT prediction software to enterprise and mid-market contact centers, using a proprietary GenAI Hybrid Model benchmarked against 500+ North American call centers.
- Ownership category
- akta.pro rank
SQM Group industry classification
Industry- Product category
- Contact Center QA Software
- NAICS
- Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- Customer Service, Support & Contact Center CRM (HDAEAFAC)
- akta.pro secondary industries
- B2B SaaS & Enterprise Personalization (CRM, Sales, Support) (HDAAAGAJ), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK)
Keywords
Where SQM Group is headquartered
LocationHeadquarters
- HQ city
- Coeur D'alene
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
SQM Group business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- SaaS Subscription - mySQM™ Auto QA Solution: SQM Group generates revenue through subscription-based SaaS licensing of their mySQM™ Auto QA solution. The software is delivered as a cloud-based service with pricing based on call volume and/or agent count. The company offers tiered options including free trials and proof-of-concept evaluations.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | One-time | Free Trial - Auto QA Trial Option |
| Subscription | Annual | Enterprise Subscription |
Go-to-market motion1 record
Distribution channels3 records
Marketing channels6 records
SQM Group product offering
Product offeringCore offering
SQM Group is a QA-CSAT automation software company that sells the mySQM™ Auto QA SaaS solution to contact centers, predicting customer satisfaction for every call with up to 95% accuracy using a proprietary GenAI Hybrid Model. The platform spans phone, chat, email, and digital channels, benchmarks performance against 500+ leading contact centers, and adds Personalized Intelligence modules for agent self-coaching, rewards, and training. Complementary offerings include CX Benchmarking Services, Customer Experience Studies, and a CX Awards Program recognizing excellence in customer experience.
Product overview
SQM Group is a QA-CSAT automation software company that offers a unified platform centered around its mySQM™ Auto QA solution. The core product provides automated call center quality assurance with predictive customer satisfaction scoring powered by a proprietary GenAI Hybrid Model achieving up to 95% accuracy. The platform operates on a SaaS model with add-on modules including Personalized Intelligence (six proprietary features for agent coaching, benchmarking, rewards, and training), CX Benchmarking Services, Customer Experience Studies, and a CX Awards Program. A free trial option and ROI calculator are available for evaluation. The solution supports Phone, Chat, Email, and Digital channels and benchmarks against 500+ leading contact centers.
Differentiator
Problem solved
Functional benefit
Brands
- mySQM™ Auto QA: Automated QA solution for call centers that predicts CSAT with up to 95% accuracy using proprietary GenAI technology.
- Personalized Intelligence™
Products and services
- mySQM™ Auto QA SQM Group's primary automated QA solution that predicts customer satisfaction for every call with up to 95% accuracy. Uses a GenAI Hybrid Model combining rule-based AI scoring with CSAT prediction algorithms to deliver benchmarkable insights across phone, chat, email, and digital channels, and is sold to enterprise and mid-market contact centers.
- Personalized Intelligence A suite of six proprietary features including Rewards & Recognition, Agent Self-Coaching, CX Benchmarking, and Agent Self-Training that helps customer service representatives improve their customer experience. Sold to contact center agents, supervisors, and managers as an add-on to mySQM Auto QA.
- CX Benchmarking Service Automated benchmarking service that uses 400 call recordings and standardized CX metrics to deliver a report comparing contact center performance against 500+ leading contact centers within a few business days. Sold to contact center operators seeking industry comparison data.
- Customer Experience Studies Voice of customer research service providing FCR benchmarking and tracking studies. Includes the IDCA closed-loop improvement cycle process for identifying and reducing repeat calls. Sold to contact centers seeking ongoing VoC and FCR research.
- CX Awards Program QA and CX awards and badges recognizing measurable excellence in customer experience, including Agent of the Year, Supervisor of the Year, CX Improvement Awards, and World-Class Certification. Sells recognition and certification programs to North American call centers and agents.
- CSAT/QA Benchmark Snapshot Contact center evaluation service that analyzes 400 recorded calls and 400 corresponding post-call surveys to deliver actionable CSAT and compliance improvement insights. Offered as a free evaluation engagement to qualified contact centers considering the mySQM Auto QA platform.
Quantifiable outcome
- Up to 95% accuracy in predicting customer satisfaction scores
- +8 more outcomes
Companies that use SQM Group
Customer profileNamed customers6 records
Segments3 records
Ideal customer profiles2 records
SQM Group technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability8 records
Feature7 records
SQM Group partnerships and signals
Strategic signalScale indicators5 records
Recent moves6 records
Expansion highlights5 records
SQM Group competitors and assessment
Company assessmentBroad incumbents
- Five9: Five9 is a leading cloud contact center provider increasingly bundling AI-driven QA, CSAT, and analytics. While not a direct QA-only vendor, its expanding native capabilities compete with SQM for enterprise QA spend as part of broader CCaaS deals.
- Verint Systems: Verint provides contact center QA, speech analytics, and workforce engagement solutions to enterprise customers. It overlaps with SQM on automated call scoring and agent performance management but operates as a much larger incumbent with broader suite capabilities.
- Genesys: Genesys is a major CCaaS platform with native quality management, speech analytics, and CX analytics capabilities built into its broader cloud contact center offering. It competes indirectly as a bundled alternative to SQM's standalone QA platform.
- NICE Ltd. NICE is a broad incumbent in contact center analytics and workforce engagement with its NICE CXone platform, offering speech analytics, QA, and CSAT prediction at scale. SQM competes for the same enterprise QA budget but NICE has a much broader CCaaS portfolio and global reach.
- Medallia: Medallia is a large enterprise customer experience management platform offering VoC, survey analytics, and CX benchmarking. It overlaps with SQM on CSAT measurement and enterprise CX benchmarking but covers broader omnichannel customer experience use cases beyond contact centers.
Direct peers
- Observe.AI: Observe.AI is a direct competitor offering AI-powered conversation intelligence and quality assurance for contact centers. Both companies automate QA scoring, provide agent coaching insights, and target enterprise and mid-market BPOs/contact centers with similar SaaS delivery models.
- Calabrio: Calabrio offers contact center workforce engagement and quality management software, including automated QA, speech analytics, and agent coaching. It targets similar enterprise customers and competes for the same QA budget line items as SQM.
- CallMiner: CallMiner is a conversation analytics platform focused on contact center QA, sentiment, and CSAT/NPS improvement. It competes head-to-head with SQM on automated QA scoring, CX benchmarking, and enterprise contact center deployments.
Emerging players
- Cresta: Cresta provides generative AI-powered real-time agent coaching, quality assurance, and conversation intelligence for contact centers. It overlaps with SQM on agent self-coaching and QA automation but is focused on real-time guidance versus SQM's post-call QA-CSAT prediction approach.
- Scorebuddy: Scorebuddy is a contact center quality assurance and performance management platform that automates QA scoring and coaching. It targets similar mid-market and enterprise contact center customers as SQM and competes on automated QA workflows and agent evaluation.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
SQM Group social profiles
Digital presenceSQM Group compliance and trust
Trust signalCompliance4 records
SQM Group financial estimates
Financial estimateRevenue estimate
Valuation estimate
SQM Group leadership team
Management profileNumber of profiles
Profiles2 records
SQM Group funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
SQM Group M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about SQM Group
What does SQM Group do?
SQM Group is a QA-CSAT automation software company that sells the mySQM™ Auto QA SaaS solution to contact centers, predicting customer satisfaction for every call with up to 95% accuracy using a proprietary GenAI Hybrid Model. The platform spans phone, chat, email, and digital channels, benchmarks performance against 500+ leading contact centers, and adds Personalized Intelligence modules for agent self-coaching, rewards, and training. Complementary offerings include CX Benchmarking Services, Customer Experience Studies, and a CX Awards Program recognizing excellence in customer experience.
Is SQM Group a public or private company?
SQM Group is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was SQM Group founded?
SQM Group was founded in 1996. It employs 101 to 250 people.
Where is SQM Group based?
SQM Group is headquartered in Coeur D'alene, United States, in the North America region.
How does SQM Group make money?
One revenue line is on record: saaS Subscription - mySQM™ Auto QA Solution.
Who are SQM Group's main competitors?
Broad incumbents on record are Five9, Verint Systems, Genesys, NICE Ltd. and Medallia. Direct peers are Observe.AI, Calabrio and CallMiner. Emerging players are Cresta and Scorebuddy.
Does SQM Group have an API?
No public API is recorded for SQM Group.
What industry is SQM Group in?
SQM Group's product category is Contact Center QA Software. Its primary akta.pro industry code is HDAEAFAC, Customer Service, Support & Contact Center CRM, with a secondary code of HDAAAGAJ, B2B SaaS & Enterprise Personalization (CRM, Sales, Support). Its NAICS code is 518 and its SIC code is 7372.