The End for Legacy QA Tools is Near: Zoom Advanced Quality Management - Our Review (2025)

Two years ago, we published one of the first independent reviews of Zoom’s Quality Management solution. It quickly became one of our most-read articles, perhaps offering proof that contact centre leaders are desperate for a better way to manage quality.

Why? Because traditional QA has always been broken. Supervisors manually sample a handful of calls, score them subjectively, and then extrapolate sweeping conclusions about agent performance. It’s slow, inconsistent, and leaves 90%+ of customer interactions unmarked and invisible.

Legacy QA vendors tried to fix this with smarter dashboards, integrations, and analytics. But they never addressed the core problem: sampling doesn’t scale. Bias doesn’t disappear. Supervisors waste time digging for insight instead of acting on it.

Zoom’s new Advanced Quality Management is different. It’s a re-definition of QA for an AI-first era, and it could mark the beginning of the end for standalone QA platforms.

Zoom Workforce Engagement

To understand AQM, you need to see where it fits. It’s not a one-off feature: it’s part of Zoom’s Workforce Engagement Management suite, which now includes:

• Forecasting & Scheduling - AI-driven workforce management

• Quality Evaluation - AQM’s scoring and analysis capabilities

• Agent Performance & Coaching - surfacing trends, enabling targeted coaching

• Unified Analytics - insights across all interaction types

All of this sits natively inside Zoom Contact Center, meaning organisations no longer need a patchwork of WEM vendors. And importantly, AQM comes bundled with Zoom Contact Center Elite, alongside Workforce Management and AI Expert Assist. For enterprises, that means no more paying extra for third-party QA, WFM, or coaching add-ons. The full WEM stack is included.

Zoom AQM: The key features

Auto QM: Scoring at scale

Say goodbye to manual sampling. With Auto QM, Zoom uses generative AI to score up to 100% of customer interactions.

• Full visibility - Supervisors finally see the whole picture of performance, not a random slice.

• Bias removed - Every interaction is judged consistently.

• Coaching unlocked - Leaders can focus on developing talent based on evidence, not guesswork.

• Automated triggers - Configure AQM to auto-score interactions based on specific triggers - like poor sentiment, or particular keywords and phrases. Drill right down to agent, queue, or phone number.

Ask QM: Conversational insights

Supervisors don’t have to dig through hours of recordings, transcripts, or dashboards to find the answers they're looking for. With Zoom AQM, they can simply ask any question they choose. For example:

“What caused low sentiment on this call?”

“What did my agent do well this week?”

“Show me compliance misses in the last 7 days.”

"What was the main issue reported in this interaction?"

The system responds immediately, cutting hours of analysis down to seconds. Supervisors and QAs therefore spend less time trying to identify problems and more time fixing them.

Explainability built in

Here’s where Zoom really sets itself apart: the AI then explains its reasoning!

When an interaction gets flagged, supervisors don’t just see a score, they see the justification, with transcript evidence. Why was sentiment rated low? Why did compliance fail? The system shows how it reached that conclusion. This massively improves transparency, increases trust in AI outputs, and makes supervisors more confident in using scores to coach, escalate, and act.

Strengths and Considerations

Strengths

• Scale - 100% interaction coverage. Huge leap forward from legacy sampling.

• Speed - Ask QM turns analysis into natural language queries.

• Transparency - AI that justifies itself, not a black box.

• Bundled value - Included in Zoom Contact Center Elite with WFM + AI Expert Assist.

• Platform-native - Seamless with the rest of the Zoom CX stack.

Considerations

• Model tuning - AI scoring logic may still need calibration to your vertical or compliance standards.

• Data volume - 100% coverage generates more insight than many supervisors are used to, so adoption and workflow maturity will matter.

Our verdict: A category reset

Zoom Advanced Quality Management isn’t just a feature. It feels like a category reset. Legacy QA tools built around sampling and subjective scoring simply can’t compete with a platform which:

• Scores every interaction automatically

• Explains its reasoning transparently

• Surfaces insights via conversational queries

• Comes bundled with WFM and AI Expert Assist in a single user licence

This isn’t QA as we’ve historically known it. This is AI-native workforce engagement baked directly into the contact centre. For organisations still paying for siloed QA vendors, the question now isn’t whether to replace them, it’s how quickly you can make the switch.

Where Acceleraate fits

At Acceleraate, we’ve seen this evolution first-hand. As the UK’s first Zoom Contact Center partner, we’ve helped organisations transition from legacy QA to AI-native quality management.

With IntegrationHub for Zoom, we go even further: connecting QM outputs into your broader ecosystem - CRM, ERP, data lakes, compliance platforms - so QA insights don’t just sit in dashboards, they drive real change.