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
Adversus serves as an outbound dialing solution designed to enhance your calling strategies, automate tedious tasks, and deliver essential insights for optimizing outbound workflows and overall efficiency. Founded in 2015, Adversus emerged from the founders' frustrations with the rigidity of their previous solution, igniting a vision to create a transformative outbound tool. We prioritize user-driven innovation, recognizing that each user possesses unique needs and expectations. Our platform offers extensive flexibility and customization across all workflow elements, ensuring that our users can tailor their experience to meet specific requirements. At Adversus, we strive to develop a forward-thinking solution that remains relevant and cutting-edge, aiming not just to respond to market changes, but to redefine what is achievable within the industry. Businesses across various sectors utilize Adversus to enhance their outbound calling activities, with user bases that can range from a single user to several hundred, all united by the goal of increased efficiency. Ultimately, our commitment to innovation and user satisfaction sets us apart in the competitive landscape of outbound dialing solutions.
Learn more
Caller ID Reputation is a service designed for businesses to oversee their caller IDs across various major telecom carriers, call-blocking applications, and aggregator APIs. This service offers instant visibility and management over the presentation of calls to clients, aiding companies in recognizing problematic caller IDs and significantly decreasing the incidence of flags by as much as 95% within the initial month. With its intuitive dashboard, users can efficiently handle numerous business lines at once, ensuring that their calls avoid being categorized as spam or scams. Furthermore, Caller ID Reputation provides real-time alerts and comprehensive dashboards for ongoing monitoring, which allows for swift action on any flagged numbers. By fostering a strong phone number reputation, companies can enhance their connection rates and maintain the integrity of their brand. A significant concern is that blocked calls can prevent you from reaching patients, meaning they may remain unaware of any attempts to contact them, whether by phone or text. Therefore, ensuring that your calls are delivered successfully is crucial for effective communication with clients and patients alike.
Learn more
CallTrackingMetrics is the only SaaS platform that uses call tracking and conversion intelligence to inform contact center automation--resulting in a more personalized customer experience. Find out which marketing campaigns are generating leads or conversions and use that data for automated call flows and to power your contact centre. Our phone, text, online, and live chat tools allow you to unify communications across your organization. CallTrackingMetrics is trusted by more than 100,000 users worldwide to manage communications for their sales, marketing, and service teams.
Call tracking features include reliable dynamic numbers insertion (DNI), for session-level attribution, local and toll-free tracking numbers, and omnichannelattribution across calls, texts and form fills.
Contact center features include a browser-based softphone and smart routing options.
Learn more
