QEval is a contact center quality assurance platform that evaluates customer interactions across voice, chat, and email channels. The software combines manual quality monitoring workflows with AI powered speech analytics to score interactions, detect compliance violations, and analyze customer sentiment.
The platform enables quality teams to build customizable evaluation scorecards, monitor agent performance in real time, and connect evaluation results directly to coaching assignments. Supervisors can track coaching completion, measure behavioral changes over time, and maintain libraries of reference interactions demonstrating effective techniques.
QEval Speech, the analytics module, processes customer interactions to surface patterns in agent behavior, customer sentiment, and process adherence. The system flags compliance risks, identifies coaching opportunities, and generates automated quality scores. This reduces manual evaluation workload while expanding coverage beyond traditional sample based QA approaches.
Reporting capabilities include pre built reports, customizable dashboards, and trend analysis tools. Dashboards display KPIs at organizational, campaign, team, and agent levels. Reports can be filtered by date range, scorecard category, or custom parameters.
The platform integrates with existing telephony systems, CRMs, call recording platforms, and workforce management tools via API, SFTP, and cloud storage connections. This allows deployment within established technology stacks without requiring platform replacement.
QEval supports compliance monitoring for regulated industries including healthcare, financial services, and telecommunications. Role based access controls and recording encryption address data security requirements. All interactions are logged and retained to support audit documentation.
QEval is developed by Etech Global Services, a contact center services provider operating since 2003. The platform is available as cloud hosted SaaS with a 30 day free trial for qualified organizations.
Seller
Etech Global ServicesDiscussions
QEval Pro CommunityLanguages Supported
Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hungarian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Ukrainian
Overview by
Anupam Chaturvedi
