Product Overview
QEval
QEval is an AI-powered contact center quality monitoring platform developed by ETS Labs, the technology division of Etech Global Services. The platform combines automated speech analytics and text analytics with configurable evaluation workflows to analyze 100% of customer interactions across voice, chat, and email channels.
Core capabilities include real-time call monitoring, automated coaching triggers, custom KPI dashboards, compliance tracking, and instant email alerts for critical errors. Managers gain visibility into agent performance patterns and can identify training gaps without manual review of every interaction.
QEval is built on two decades of operational experience managing contact center programs for Fortune 500 clients. The platform is fully customizable to support specific evaluation criteria, scoring methodologies, and reporting requirements regardless of call volume or campaign complexity.
Recognition includes the ICMI Global Contact Center Award and SourceForge Spring 2025 Top Performer Award based on user reviews.
Organizations use QEval to reduce QA evaluation time, improve first-call resolution rates, increase sales conversion, and deliver consistent customer experiences.
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