Pathlight is a conversation intelligence platform designed to energize and motivate customer-facing teams, driving them to exceed performance expectations. It provides real-time data analysis, communication tools, AI agent coaching, predictive target setting, custom interactions, recognition capabilities, QA, and a host of other features.
However, the software lacks when it comes to:
- Pricing transparency
- Real-time performance data
- Ease of use
- Reliability of data coming from linked tools
- QA features
Pathlight alternatives comparison
Top Pathlight alternatives: Why they stand out + Pros and cons
1. Kaizo
How it stands out:
Kaizo perfectly unites QA and workforce engagement by leveraging new technologies such as artificial intelligence and gamification.
Kaizo’s automated Quality Assurance system ensures precise and equitable ticket ratings, saving you valuable time on manual reviews and evaluations. Additionally, the AI-powered Samurai extension offers short conversation recaps along with call transcripts and call recaps.
Kaizo’s workforce engagement module goes beyond offering native performance coaching and automated quality assurance. It also employs gamification to sustain elevated levels of agent engagement and motivation by integrating native performance coaching, automated QA, and gamification.
Use case you need to try:
Using Kaizo’s Auto QA feature, managers can ensure automatic ratings for 100% of their tickets, determined by the criteria and QA prompts they set. This allows each team to customize ratings according to their specific standards. Additionally, service quality assessments will become more consistent, eliminating human error and bias from the process.
Kaizo advantages:
- 100% customizable and automated QA that lets you set standards and goals, pick IQS targets, and decide how many weekly QA ratings you need completed (Samurai)
- Cutting-edge performance coaching, reporting, and real-time agent communication
- Instantaneous call transcription and real-time AI conversation summaries (Samurai)
- Smoothly integrates with Zendesk and Salesforce
- Fun user experience facilitated by its game engine technology
Kaizo disadvantages:
- No mobile app availability
- Only Zendesk and Salesforce users can use it at the moment
2. Scorebuddy
How it stands out:
Scorebuddy stands out as a powerful tool for support teams that rely on complex QA data to make informed decisions. This Pathlight alternative allows support teams to create highly customized evaluation forms tailored to their specific needs. This means you can adapt the tool to match the unique criteria and metrics that matter most to your business.
Use cases you need to try:
- Implement customer satisfaction surveys including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys
- Oversee customer interactions across diverse channels, including phone conversations, emails, live chat, and social media
- Get real-time insights into agent performance
Scorebuddy advantages:
- Diverse modules available for coaching, calibration, and compliance purposes
- Extensive selection of customer satisfaction surveys, including options like NPS and CSAT
- Numerous third-party integrations facilitate seamless connections with existing tools via Scorebuddy
Scorebuddy disadvantages:
- Pricing details are only provided upon inquiry
- The absence of gamification or employee engagement functionalities
- Limited AutoQA capabilities
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3. Balto
How it stands out:
Balto stands out as an exceptional choice for customer service teams aiming to implement AI-based virtual assistance for their agents. Balto offers real-time suggestions and guidance to agents during customer interactions. This empowers agents to provide accurate and timely responses, enhancing overall customer satisfaction.
Use cases you need to try:
- Use advanced AI algorithms to analyze conversations
- Create and customize playbooks based on specific industry and business needs
- Generate automated summaries of calls
Balto advantages:
- Instant agent coaching
- User-friendly interface for quick setup
- Live note-taking and automatic call summaries in real-time
Balto disadvantages:
- No free trial
- Lacks specialized features for employee engagement
- Pricing information isn’t transparent
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4. Assembled
How it stands out:
Assembled is an agent performance management platform that provides advanced staffing precision, streamlined schedule creation, and heightened cross-team visibility into performance metrics, empowering teams to excel and advocate for their requirements.
Use cases you need to try:
- Automate ticket and task scheduling
- Simulate staffing options
- Mix and match forecasts
- Manage intraday operations and ensure BPO efficiency
Assembled advantages:
- Excellent range of performance management features
- Lots of integrations to pick from
Assembled disadvantages:
- Scheduling requires a significant amount of manual effort
- Basic features such as shift swapping are missing
- Absence of (automated) Quality Assurance and custom reporting functionalities
- No transparent pricing
5. Tymeshift
How it stands out:
Tymeshift is one of the few Pathlight alternatives dedicated to assisting support teams in effectively managing shifts, evaluating performance, and fostering agent development. This solution allows teams to organize their schedules, ensuring adequate coverage during peak hours while accommodating every agent’s preferences and availability.
Use cases you need to try:
- Predicting and arranging agent ticket distribution through scheduling
- Pinpointing opportunities you can leverage and employing data-driven insights for decision-making
- Enhancing the agent experience within Zendesk
Tymeshift advantages:
- Features automated scheduling, encompassing time-off management and shift trading
- Additional localization add-on for extensive customization possibilities
Tymeshift disadvantages:
- Despite its time-tracking capabilities, agents are unable to view logged hours
- Performance metrics lack accuracy
- Exclusive availability on Zendesk
- Valuable reporting features are only accessible in the higher-tier plans
Next steps for deciding which Pathlight alternative you should opt for
Start by making a list of the key features and functionalities that are essential for your team’s success. Compare these features across different alternatives to see which one aligns most closely with your requirements.
Don’t forget to check if the alternative can seamlessly integrate with your existing tools and systems. This is crucial for ensuring a smooth workflow and maximizing productivity.
Want a closer look at Kaizo and its latest Samurai AI extension? Book a demo to see them in action for your exact requirements.
