Call Center Quality Assurance

About QEval

QEval is a state-of-the-art contact center performance management platform that revolutionizes customer interaction analysis. By examining every conversation with customers, QEval provides automated Quality Assurance (QA), identifies friction points, and extracts key customer insights with surgical precision. This powerful tool also breaks down data silos by integrating your entire contact center tech stack – including telephony, CRM, and survey tools – into unified dashboards. This integration allows supervisors to comprehensively understand their team’s performance without juggling multiple platforms, and easily correlate various metrics with agent QA scores.

One of QEval’s standout features is its ability to redact sensitive information, ensuring PCI compliance while still providing deep analytical insights. The platform offers a comprehensive analysis of the Voice of the Customer, including sentiment analysis, call reasons, customer effort scores, and contact center capacity. This holistic approach allows companies to gain a nuanced understanding of their customer interactions across all channels, including calls, chats, and emails. By leveraging these insights, businesses can make data-driven decisions to enhance customer experience and optimize their contact center operations.

Beyond analysis, QEval serves as an all-in-one solution for contact center management. The platform includes built-in tools for agent coaching and calibration, allowing supervisors to document and track improvement efforts directly within the system. This integrated approach to performance management, combined with its powerful analytical capabilities, positions QEval as an indispensable tool for modern contact centers aiming to deliver exceptional customer experiences while maximizing operational efficiency.