Conversational Analytics: Unlock the Power of Every Customer Interaction

QEval’s Conversational Analytics empowers organizations to dive deep into customer conversations, revealing invaluable insights that drive enhanced customer experiences and business growth.

The Results

Insights from Every Interaction

100%

Transcribe and Analyze 100% of Customer Interactions

65%

Improvement in Productivity of Quality Analysts

35%

Improvement in Customer Satisfaction

Uncover Trends, Drive Growth

Unlock Hidden Value in Every Customer Interaction for Improved Customer Experiences

Unlock the full potential of your customer interactions with cutting-edge Conversational Analytics. Our innovative solution harnesses the power of AI to transform every dialogue into a goldmine of actionable insights. Discover how you can elevate your customer experience, boost team performance, and drive business growth with these three game-changing benefits:

Conversations to Strategic Advantages

Why Choose QEval for Conversational Analytics?

In this age of disruption, you should not need 10 different tech stacks and a team of experts to understand what is happening in your contact center. QEval Speech is an all-inclusive solution powered by the best-in-class ASR technology.

With QEval, we aim to empower every business with a single solution to analyze 100% of their interactions effortlessly. Listen to every call in the contact center, understand agent behavior, customer expectations, product feedback, and process insights automatically. QEval Speech allows you to mine 100% of your interactions, get actionable insights in real time, and manage agent performance within one platform. QEval helps bridge the gap between brand’s perception and customer expectations.

Evaluate & recognize frontline

QEval Speech determines performance at different organizational levels. This allows quality evaluation for most customer interactions, provides an overview of individual agent performance, team performance, campaign, or center performance on a single screen. This streamlines the process of providing constructive feedback and identifying top performers. Recognition, appreciation, and constructive feedback strengthens employee experience and motivates the team to deliver a consistent brand experience every time.

Enable Data-Driven Decision Making

Leverage the power of data-driven decision making to ensure continual growth of your organization, predict future trends, optimize business processes, create new opportunities, and generate more revenue. QEval features a suite of 30+ real-time reports that improves decision making based on data, analytics, and actionable business insights from the reports. With integrated speech & text analytics, 100% of customer interactions across all communication channels can be logged, analyzed, and retained for understanding customer expectations, essential business insights, and delivering them with superior customer experiences.

Improve Customer Satisfaction

QEval Speech bridges the gap between brand and customer expectations with the easy flow of information across the software. QEval demonstrates customer interaction information on a single platform and empowers organizations to listen to the voice of customers. Acting on the voice of customer analytics and gauging insights such as customer effort score, customer sentiment analysis, and customer journey analytics, organizations can meet and exceed their customer’s expectations and ensure overall customer satisfaction.

Boost Team Productivity

Empower your teams with the best lessons at the right time. With speech analytics, organizations can identify the areas where the frontline team is facing challenges and making mistakes. These insights empower organizations to design custom training programs for the frontline agents and improve their performance. With all customer interactions being monitored, organizations can also build a repository of good calls that result in good sales conversion or better customer experiences and use them to train other contact center agents.

Compliance adherence

Monitoring 100% of customer interactions assists with 360° automated compliance monitoring. All the interactions are logged, analyzed, and retained; therefore, all the legal, regulatory, or business obligations can be tracked, and any breach of conduct can be avoided or resolved in time to prevent any damage to brand reputation. QEval, when integrated with speech analytics, simplifies compliance monitoring, enables real-time risk monitoring, and enables fraud risk assessment for ensuring that the team is adhering to all compliance measures.

Optimizing Customer Engagement for A Global Drug Manufacturer

A global drug manufacturer sought to enhance its customer engagement strategy, facing significant challenges in accuracy and customer satisfaction.
They faced main 2 challenges:
1.Subpar output accuracy after one year
2.Increasing customer effort leading to negative sentiment
The solution involved:

Resolved gaps in agent training to reduce escalations.
Optimized fraud detection processes.
Recommended optimum call flow.
Shared best practices.

This targeted agent performance management improved customer engagement through enhanced agent performance and streamlined processes.

Optimizing Customer Engagement for A Global Drug Manufacturer

45%

Reduction in Escalations

48%

Improvement in Voice of Customer Analytics

26%

Improvement in Critical Behaviors

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Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

A global automotive company sought to enhance its customer engagement strategy, facing significant challenges in understanding customer sentiment and satisfaction.
They faced two main challenges:
1.Low VOC Index Score compared to industry benchmark
2.High instances of agents feeling powerless to help or uncertain
The solution involved:

Improve agent training on empathy and providing assurance
Enhance agent knowledge to reduce uncertainty and powerlessness
Optimize call flow to reduce hold times and transfers
Implement stronger compliance measures for customer verification

This comprehensive analysis provides a foundation for targeted improvements in agent performance, customer satisfaction, and overall operational efficiency in the company’s customer engagement strategy.

Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

52%

Improvement in Agent Quality Score

70%

Calls Concluded within 6 Minutes

28%

Improvement in Positive Sentiments

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Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

A healthcare organization aimed to amplify conversion rates and capacity using conversational intelligence.
They faced three main challenges:
1.Low plan enrollment due to gaps in agent training
2.Agents not pitching ancillary products
3.Long agent response times for customer queries

The solution involved:

Identifying agent knowledge gaps.
Determining causes of high response times and call avoidance.
Providing data-driven recommendations for performance improvement.

This approach targeted enhanced conversational effectiveness to boost enrollment and operational efficiency.

Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

22%

Improvement in Critical Behaviors

20%

Improvement in Ancillary Products

16%

Improvement in Conversion Rate

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Contact Center Capacity | Supercharging Customer Engagement For A Leading Telecommunication Provider

A leading telecommunication provider sought to improve customer engagement by naddressing two main issues: difficulties with bill payment and declining customer retention. To tackle these problems, the company implemented a three-pronged approach. They first identified communication and language issues, then analyzed their retention offers, and finally conducted a detailed examination of billing issues. These steps were aimed at enhancing the customer experience and increasing loyalty.