QEval
Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations.
Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention.
Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount.
QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations.
API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.
Learn more
Google Cloud Speech-to-Text
An API powered by Google's AI technology allows you to accurately convert speech into text. You can accurately caption your content, provide a better user experience with products using voice commands, and gain insight from customer interactions to improve your service. Google's deep learning neural network algorithms are the most advanced in automatic speech recognition (ASR). Speech-to-Text allows for experimentation, creation, management, and customization of custom resources. You can deploy speech recognition wherever you need it, whether it's in the cloud using the API or on-premises using Speech-to-Text O-Prem. You can customize speech recognition to translate domain-specific terms or rare words. Automated conversion of spoken numbers into addresses, years and currencies. Our user interface makes it easy to experiment with your speech audio.
Learn more
CereWave AI
CereProc is thrilled to unveil CereWave AI, our cutting-edge neural text-to-speech system that utilizes state-of-the-art machine learning techniques. Available now through the CereVoice Cloud, CereWave AI delivers speech that surpasses the naturalness of existing text-to-speech solutions, offering unprecedented human-like emphasis and intonation. This innovative model synthesizes audio waveforms from the ground up, leveraging a deep neural network that has undergone extensive training on vast quantities of speech data. Throughout the training process, the network learns to capture the fundamental characteristics of various voices, enabling it to generate highly realistic speech waveforms. Not only does CereWave AI create a voice that closely mimics human speech, but it also allows comprehensive editing and customization, making it possible to adjust the speech to any language, gender, accent, or age. Remarkably, while traditional text-to-speech systems often require around 30 hours of recorded material, CereWave AI can produce a high-quality voice with only 4 hours of data, revolutionizing the field of speech synthesis. This advancement signifies a major leap forward in accessibility and versatility for developers and users alike.
Learn more
Azure AI Speech
Easily and efficiently develop voice-enabled applications with the Speech SDK, which allows for precise speech-to-text transcription, the generation of realistic text-to-speech voices, and the translation of spoken audio while also incorporating speaker recognition features. By utilizing Speech Studio, you can design customized models that suit your specific application needs, benefiting from advanced speech recognition, lifelike voice synthesis, and award-winning capabilities in speaker identification. Your data remains private, as your speech input is not recorded during processing, and you can create unique voices, expand your base vocabulary with specific terms, or develop entirely new models. The Speech SDK can be deployed in various environments, whether in the cloud or through edge computing in containers, enabling rapid and accurate audio transcription across more than 92 languages and their respective variants. Furthermore, it provides valuable customer insights through call center transcriptions, enhances user experiences with voice-driven assistants, and captures critical conversations during meetings. With options for text-to-speech, you can build applications and services that engage users conversationally, selecting from an extensive array of over 215 voices in 60 different languages, making your projects more dynamic and interactive. This flexibility not only enriches the user experience but also broadens the scope of what can be achieved with voice technology today.
Learn more