Call Center Quality Assurance
Improve VOC, Enhance CX, Empower Agents
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.
Introduction
What is QEval?
QEval is a SaaS-based quality analytics platform, designed with Operations in mind. QEval is an intelligent and strategic solution designed for call centers. It accomplishes stringent demands of quality, customer experience, and compliance.
QEval assists companies in identifying opportunities and actions to improve their processes, sales conversions, and customer satisfaction. Regardless of the campaign size, call, or chat volume, QEval is designed to meet any robust need. QEval has been developed based on real-time, practical experiences while also covering challenges call centers face on a day-to-day basis.
Tailor Your QEval Experience
Craft your ideal solution with QEval. Select what perfectly aligns with your contact center's unique needs and goals.