QEval Reviews and Details

Questions & Answers

1. What makes QEval unique?

   QEval was built by a contact center operator, not a software company. Etech Global Services has run BPO operations since 2003, and QEval emerged from solving quality monitoring challenges across their own centers before being offered as a standalone product. This operational origin means the platform addresses practical workflow requirements that pure software vendors often overlook, including calibration processes, dispute resolution, and coaching accountability tracking. The platform also combines manual QA capabilities with AI powered automation in a single system. Organizations can start with traditional scorecard based evaluations and expand to 100% interaction coverage through speech analytics without replacing their quality program infrastructure.

2. Who are some of the biggest customers of QEval?

   QEval serves contact centers across telecommunications, healthcare, financial services, pharmaceutical, retail, and technology sectors. Client operations range from mid market teams to enterprise organizations with multi site deployments. Specific customer references are available upon request.

3. Why should a person choose QEval over its competitors?

   Three factors typically drive the decision: First, integration flexibility. QEval connects to existing telephony, CRM, and recording systems rather than requiring platform replacement. Organizations can deploy within their current technology stack. Second, operational depth. The platform includes features that matter to working QA teams: evaluation calibration tools, dispute workflows, coaching assignment tracking, and compliance alerting. These capabilities reflect requirements identified through Etech's own contact center operations. Third, pricing structure. QEval offers transparent per user pricing starting at $40/month without enterprise minimums, making it accessible to mid market contact centers that larger vendors often overlook. QEval received the ICMI Global Contact Center Award and was named a Core Performing Provider in CMP Research's 2025 Prism for Automated QA/QM.

4. How would you describe the primary audience of QEval?

   QEval serves contact center operations teams responsible for quality assurance, compliance monitoring, and agent performance management. Primary users include: Quality Assurance Managers who need to evaluate interactions, calibrate scoring consistency, and generate compliance reports. Contact Center Directors and VPs who require visibility into performance trends across teams, campaigns, and locations. Training and Coaching Leads who use evaluation data to identify skill gaps and assign targeted development activities. Compliance Officers in regulated industries (healthcare, financial services, insurance, telecommunications) who must document adherence to scripting requirements and regulatory guidelines.

5. Which are the primary technologies used for building QEval?

   QEval is a cloud hosted SaaS platform with the following technology components: Cloud Infrastructure: Hosted on secure servers using SSL/TLS encryption protocols with isolated, role based access controls. Speech Analytics Engine: Proprietary ASR (Automatic Speech Recognition) technology for transcription and interaction analysis, with natural language processing for sentiment detection and keyword identification. Integration Layer: APIs, SFTP, and AWS S3 connectivity for integration with telephony systems, CRMs, call recording platforms, and dialing systems. Analytics and Reporting: Business intelligence capabilities for KPI dashboards, trend analysis, and predictive performance modeling. The platform maintains compliance with data security requirements for regulated industries and supports masked data and recording functionality for privacy protection.

Is QEval good?