ICMI Best New Technology 2025 CMP Research 2026 Leading Provider 94%+Accuracy SLA

The Performance Management Platform for the AI-era contact center.

QEval® scores 3+ billion conversations every year against your scorecard. Real-time agent assist, audit-ready compliance, AI-led coaching, predictive analytics. All from a proprietary closed-source model built for enterprise. Not an LLM wrapper.

Book a demo Try the scorer

QEval^® Scorer · Live Scorer samples

Pick a sample or paste any transcript to score in real time

Try a sample

Scenario intelligence Telecom repeat-contact refund

AI + human QA

Tests whether QEval^® rewards a fast repeat-contact acknowledgement, refund resolution, and supervisor pathway while still watching disclosure and churn risk.

Expert routeResolution, empathy, churn

WatchlistRepeat contact + retention

Expected insightStrong recovery with watchlist note

Turns0

AI / Human0 / 0

Tokens0

Pre-score

QEval^® Scorer ready

Pick a sample or paste a conversation. You will see turn-by-turn annotations, a composite score, a four-category breakdown, sentiment trajectory, and an AI Coach recommendation.

3B+scored / year

<1sper evaluation

94%+accuracy SLA

Composite

Compliance

Empathy

Resolution

Brand voice

Sentiment trajectory

Predicted CSAT

Churn risk

Sampling risk

Expert route·

Primary driver·

Governance note·

QEval^® Coach

Right now globally 3,127,891,442 Conversations scored YTD 2026

Last 24 hours 3,247,891 100+ enterprise

While you read this 12,847 New evaluations completed

3B+

Conversations scored YTD 2026 (2.5B in 2025, 1B in 2024)

94%+

Classification accuracy, written into the contract

30 days

Deployment commitment with money-back guarantee

Zero

Contractual customer churn in 2025

Architecture | Expert-routed AI

One interaction. Multiple expert judgments. One defensible scorecard.

QEval® combines contextual LLM reasoning, machine-learning signal models, and rules-based QA logic inside a proprietary evaluation intelligence layer. Each node below is a specialized expert routed through the engine before the final scorecard is produced.

3,127,891,442

Conversations scored YTD 2026

3,247,891

Today, 100+ enterprise

12,847

This page load, through the engine

<1s

Per evaluation

Compliance expert

Resolution expert

Empathy expert

Brand voice expert

Coaching expert

Risk expert

Evaluation intelligence

Contextual LLM + ML signal models + QA scorecard logic

Compliance

Resolution

Empathy

Brand voice

Coaching

Risk

The shift

Manual QA, keyword analytics, rules engines. All three share the same fatal flaw.

Every generation of QA solved its predecessor's problem and inherited a new one. The fourth generation is the first that scores meaning, not just words.

Gen 01

Manual QA

Evaluates 1 to 3 percent of interactions
Subjective, inconsistent scoring across reviewers
Feedback delivered weeks late, after the customer is gone

Fatal flaw | No scale

Gen 02

Keyword analytics

Flags calls by words or phrases, no context
Cannot distinguish sarcasm, sentiment, or intent
High false-positive rate buries the real signal

Fatal flaw | No context

Gen 03

Rules engines

Predefined decision trees authored by humans
Breaks the moment patterns shift
65 to 70 percent real-world accuracy on novel data

Fatal flaw | Brittle and generic

Gen 04 | QEval^®

Contextual AI

Contextual understanding across 100 percent of conversations
LLM reasoning, ML signal models, and QA logic combined
Proprietary multi-expert evaluation architecture
94 percent classification accuracy, contractually committed in 2025

Meaning, not just words

The gap

A 500-seat contact center loses $2.4M a year to QA blind spots.

Whether those blind spots come from manual sampling, keyword mismatches, or inaccurate classification, the cost compounds every quarter. Most teams have never seen the math.

Estimate based on 500 inbound seats, 2 percent QA sample, 0.4 percent actionable-issue rate, $750 average cost per missed issue, and documented productivity reclaim from 100+ QEval® deployments. Adjust your own assumptions in the Business Case Builder below.

$680K

Uncoached interactions

Agent errors repeat endlessly. Handle-time waste compounds month over month.

$520K

Compliance blind spots

Regulatory fines, legal exposure, audit failures you never see coming.

$840K

Customer churn

Undetected dissatisfaction. Lifetime value lost from customers who leave silently.

$360K

Agent attrition

Disengaged agents leave. Backfill cost runs $12,000 to $18,000 per seat.

Annual cost of running QA the old way

$2.4M

Conservative estimate | 500 seats | Documented across deployments

The platform

Eleven capabilities. One scorecard. Every conversation.

Human agents, AI agents, voice bots, chat copilots, IVR flows. QEval® scores them all, surfaces what matters, and ties each interaction to a business outcome. Replaces four-to-six-point solutions in a single platform.

01 | AI Evaluation Engine | The foundation

Score the AI agents your other vendors can't.

sierra | refunds94

decagon | billing91

agentforce | tier 176

internal | retention52

ada | onboarding89

nice enlighten | ivr88

Enterprise-grade AI governance with vendor-neutral orchestration, continuous drift detection, and 94% classification accuracy written into the contract.

QEval® for AI Agents

02 | Real-Time Agent Assist

Tell the agent what to do while the call is happening.

OK | Disclosure due"This call is being recorded for quality."

Risk | Sentiment shift"Acknowledge frustration. Use empathy script."

QEval^® | Next best action"Loyalty plan eligible. Offer $69 rate."

Compliance prompts. De-escalation scripts. Upsell talk tracks. Knowledge base articles surface in real time, not after the call.

RTAA Command Center

03 | Coaching Lifecycle | HI Model

Coach, not report.

QEval^® Assigned | This week | Nicole T. "Open with empathy on retention. Watch turn 3 of CALL_7712."

04 | Compliance | Pre-LLM redaction

Audit-ready by design.

TCPA disclosures2,847

Mini-Miranda1,204

HIPAA acknowledgements986

PHI redactions14,221

05 | Speech Analytics

Voice, chat, email. One engine.

06 | Vision Model | Screen capture

Process adherence on the agent desktop.

Screen events | last 30s

CRM Skip Quote KB Note Hold Tab Send

07 | Surveys | CSAT Intelligence

Predictive CSAT without survey bias.

Survey response

18%

QEval^®-predicted CSAT

100%

Correlation accuracy

92%

08 | Analytics BI | Six-Layer Intelligence

Quality scores, plus the five other layers.

Revenue+$2.4M

Retention+4.2pt

Churn−3.1pt

Risk3 flags

09 | Gamification

Coaching tied to incentive design.

1Marcus T.2,847

2Priya K.2,641

3Diego R.2,508

10 | Case Notes Analysis

Read the CRM too.

→ Customer said "cancel" on call 8821
→ Agent notes: "save attempt"
→ Outcome: retained

11 | Universal Connector | 80+

Works with your stack.

Genesys NICE Five9 AWS Sierra Decagon SFDC +74 More

Real-Time Agent Assist

Guidance that feels like a second screen, not another dashboard.

QEval^® listens for the call moment, scores the risk, and gives the agent the next best line before the QA miss happens. The same model that grades the call afterward powers the guidance during the call.

Live voice stream Order #8821 | Repeat contact

Active

0:00 / 6:30

QEval^® prompt | Context loaded

Customer context loaded before the agent says a word.

Last three contacts surfaced from CRM. Sentiment baseline captured. Refund policy pinned. The agent starts with context instead of opening tabs.

Suggested response

"I see this is your third contact, so I will not make you repeat it. I am opening the order and refund policy now."

Agent workspace Refund policy, order history, and customer value open in one workspace.

Decision logic Repeat contact plus refund intent raises priority and pins the correct policy.

Next action Confirm the order, acknowledge the repeat contact, move directly to resolution.

Compliance confidence72%

Sentiment stability81%

Resolution momentum66%

Call moments

25-30%

AHT reduction

+8-12%

FCR improvement

+4-5%

CSAT uplift

45 day

POC timeline

Outcome ranges blended across 6 enterprise deployments measured over 90-day operating windows. Anchor case: a Fortune 500 automotive enterprise across 1,200+ agents (program details available under NDA).

The framework

QA scores are one layer. Five more drive 82% of the value.

Most QA programs measure Quality and Compliance and stop. The Six Layers of Intelligence framework extends evaluation to customer, revenue, operational, training, and strategic intelligence. Measured across 100+ enterprise deployments since 2022.

Quality & Compliance

What QA usually measures. The floor.

18%

Customer Intelligence

Churn signals, repeat-contact patterns, friction maps.

Revenue Intelligence

Missed upsells, retention saves, conversion lift.

Operational Intelligence

Process failures, transfer loops, AHT drivers.

Training Intelligence

Skill gaps mapped to specific agents and cohorts.

Strategic Intelligence

Product feedback, regulatory exposure, board data.

Traditional QA visibility13%

QEval^® expands the signal

Customer

25%

Revenue

Operations

38%

Training

Strategy

87%Value outside classic QA

$5.3MRecovered from layers 2-6

A Fortune 500 automotive enterprise ran QEval® against all six layers and recovered $6.5M in annual value across 1,200+ agents in six months. $5.3M of that landed outside the Quality & Compliance layer.

Business case builder

Turn QA coverage into a finance-ready investment case.

Six industry presets, three scenarios, eight buyer inputs. Output is your exposure, your payback, your year-one value. No QEval^® internal margin math, no published value-waterfall. Your numbers, your model.

Scenario

Model the board memo before the sales call.

Base case

Monthly conversations240,000 10K2M Current QA coverage2% 1%25% Average handle time7.5 min 320 Loaded agent hourly cost$32 $18$80 Sales-eligible conversations25% 0%100% Revenue per resolution$420 $50$3K Cost per missed issue$750 $100$5K

Assumptions ledger

Capture rate18%

Issue rate0.5%

AHT reduction30%

Sales lift3.5%

QA review minutes8 min / call

QA redeploy factor35%

Year one investment case

$4.5M

Net business case before contractual fees, after four value levers.

1,707%Year 1 ROI

Payback<1 mo

Annual exposure$10.6M

Net year 1$4.3M

Compliance avoided$1.9M

Capacity recovered (AHT)$622K

Sales lift$1.9M

QA labor redeployed$86K

Total benefit$4.5M

Total volume

240K

Reviewed today

4.8K

Not evaluated

235K

Executive summary

With 240,000 monthly conversations at 2% QA coverage, your program leaves 235,200 conversations outside review each month. The Base scenario captures 18% of addressable value across four levers, paying back in under a month with $4.5M in year-one benefit.

See what QEval® catches on your data →

Built for the whole buying committee

Three roles. Three reasons to deploy.

Each persona evaluates QEval® on different criteria. Each finds proof on this page. Each gets a dedicated workspace once deployed.

For the operator

CX, QA, Operations.Scorecards that survive the floor.

QEval^®'s evaluation engine was trained on the rubrics our QA team used in live operations, not a textbook QA framework. 94%+ classification accuracy is the bar an enterprise supervisor would accept.

Coverage30 to 100% throttle

Calibration variance<2%

Coaching frequency lift+300%

Time-to-evaluate<3 min / call

For technology

CIO, CISO, Architecture.Sovereign by design.

QEval^® runs on a proprietary closed-source multi-expert evaluation architecture. Customer data never enters foundation model training. PHI and PII are redacted via Named Entity Recognition before any LLM processing.

Foundation modelIn-house MoE

PHI / PII redactionPre-LLM, NER

EU AI ActCompliant

Pre-built connectors80+

The comparison

The dimensions where traditional QA platforms consistently fall short.

Comparison based on publicly available vendor documentation as of 2026. We do not name competitors in customer materials. The rows below are factual and defensible. Bring your own RFP rubric.

Capability	QEval^®	Typical QA / QM platforms
Foundation AI model	Proprietary multi-expert (MoE)	Generic LLM wrapper or undisclosed
Classification accuracy commitment	✓ 94%+ written into the contract	Not published
Pre-transcription PHI / PII redaction	✓ Native, at ingest	Post-transcription only, if at all
Coverage flexibility	30 to 100% throttle by program	All-or-nothing licensing
Deployment timeline	30 days, money-back guarantee	90 to 180 days, no guarantee
Exit clause	✓ 60-day exit, no penalty	12 to 36 month lock-in
Real-Time Agent Assist	Integrated, same model	Add-on, separate vendor, or none
Channel coverage	Voice, chat, email, SMS, case notes	Voice + chat at best
Case notes & CRM text analysis	✓ Native	Custom build required
Built-in survey platform	✓ Native CSAT and NPS	Third-party integration
Native BI / Analytics	Six-Layer Intelligence BI	Basic dashboards or reporting
Behavioral coaching protocol	HI Model lifecycle, native	AI-assisted or basic flags
AI agent scoring (Sierra, Decagon, Agentforce)	✓ Vendor-neutral, same scorecard	Not supported
EU AI Act compliance	✓ Compliant	Partial or in progress

"Typical QA / QM platforms" represents the median capability set of the eight vendors covered in the CMP Research 2026 Automated QA / QM Prism. Vendor-specific battle cards available under NDA from sales@qeval.ai.

Third-party recognition

ICMI Best New Technology Solution. 2025.

External validation paired with category recognition. ICMI for technical originality. CMP Research for category leadership. The proof story is operational, contract-backed, and independent.

Global Contact Center Awards | October 29, 2025

“QEval^® distinguished itself from a field of speech analytics, agent assist, and QM platforms by being the only entrant to combine proprietary AI architecture, pre-transcription redaction, and an integrated coaching protocol in a single platform.”

ICMI Awards Panel | 2025

ICMIBest New TechnologyGlobal Contact Center Awards, October 29, 2025

CMPLeading Provider2026 Prism for Automated QA / QM

CCWETS Labs: Best of the Best, Self-Service InnovationCMP Research, CCW Excellence Awards 2026

94%+Accuracy SLAContractual classification accuracy commitment

What Customers Say About QEval®

Marcie B.

Customer Care Quality Rep. Sr.

“QEval® Experience”

Posted March 28, 2025

Pros:

1) The support team is exceptional. They are receptive to suggestions and requests, and they excel at keeping us informed of any updates and progress.
2) All Etech support team members are highly knowledgeable and easy to work with. They are personable, professional, and friendly.
3) QEval® is an invaluable tool that provides a comprehensive overview of the quality of service delivered by our agents. It also enables us to identify trends, as all calls are reviewed.
4) QEval® has enhanced the process for submitting coaching sessions.
5) The Etech support team makes themselves readily available at any time.

Overall:

My overall experience has been wonderful. As this is my first time working with artificial intelligence, the Etech team has been patient and has educated me, enabling me to better perform my job. Additionally, this program continues to enhance our quality team and processes.

Read full review (opens SourceForge in a new tab)

Cleveland G.

Director, Implementations

“QEval® software review - real customer & end-user”

Posted March 21, 2025

Pros:

Speed, Scale, the QEval®/ETech engineering team behind, the in-depth analysis the tool & the QEval® team produce for our business, and the amazing read on our team's performance stack ranking by having 100% of our contacts audited & scored in real-time.

Overall:

I have purchases & used the QEval® software now for 2+ years, and I'm a very satisfied customer. Their costs are reasonable for the value, and their billing is simple and easy to understand. Their team is very savvy & talented in all departments. They are very proficient at implementing their tool and make that process as easy as it can be for new customers. Both our front-line agents, our management team, & our end clients all love the tool and feel the value it brought to our business right away. Plus, the QEval®/ETech team are simply a pleasure to work with!

Read full review (opens SourceForge in a new tab)

Serina R.

QA Manager/AI QA Project Manager

“Best QA Platform!”

Posted March 21, 2025

Pros:

The platform is extremely user friendly and easy to navigate. The various Dashboard and Reporting options ensure you can see and export your data just about any way you want. Creating customer scorecards has never been easier, and with all the options on responses, weights, and failure reasons you can create just about anything even the pickiest client asks for.
The support you get from the QEval® team is really the best part, though. They answer questions quickly and, in a manner you can understand and are always willing to jump on a call to discuss further if needed.

Overall:

There is nothing this platform cannot do! You can have all your compliance, quality assurance, training, and coaching needs in one place. Accessibility in the form of profiles can be customized for everyone from Clients to Agents.

Read full review (opens SourceForge in a new tab)

Kalpana V.

Sr. Implementation Manager

“A Worthwhile Investment”

Posted March 20, 2025

Pros:

I find QEval® to be a well-structured quality assurance tool that offers a lot of flexibility. The customizable scorecards are particularly useful, allowing teams to tailor evaluations based on specific needs. The reporting and analytics provide clear performance insights, making it easier to track trends and drive data-backed decisions. I also appreciate the coaching and feedback integration, which helps in providing timely and constructive guidance to agents. The user-friendly interface makes navigation simple, even for new users, and ensures evaluations are completed efficiently. Additionally, the seamless integration enhances workflow efficiency by keeping everything connected across platforms. Overall, QEval has been a valuable tool in improving QA processes.

Overall:

QEval® is a powerful and user-friendly quality assurance tool that enhances agent performance, streamlines evaluations, and provides valuable insights through its structured approach. With its customizable scorecards, insightful reporting, and seamless integrations, it’s an excellent choice for contact centers and BPOs looking to optimize their QA processes. The platform’s intuitive design and coaching capabilities make it easy to use while ensuring teams get the most out of their quality assurance efforts.

Read full review (opens SourceForge in a new tab)

A QEval® User

Customer Service Quality Manager

“Forward thinking Product”

Posted February 5, 2025

Pros:

Customizable
User Friendly
Efficient
Unmatched Product Support
Informative and detailed reporting
Provides valuable business insights
Scalable

Overall:

QEval® is one of the most user-friendly programs I have seen and used in the call center world. The team is so easy to work with and truly listens to all of your organization's needs. They are willing to work with you and customize the product to fit your needs in any way possible. There is never the usual pushback you receive from some companies such as "its works as designed". They are willing to help in any way to make it work for you! The support team is outstanding and always make themselves available as needed. They are thorough and helpful in talking through your needs to ensure you receive what is needed. They have shown themselves to be agile in an everything we have asked of them.

Read full review (opens SourceForge in a new tab)

A QEval® User

Senior Operations Manager

“Quality Assurance”

Posted March 27, 2025

Pros:

Easily modifiable to conform with the company’s key performance indicators
Enhances collaboration between agent and supervisor/lead. Provides the agent and lead the ability to easily review observation outcomes and engage in productive feedback.
Provides actionable insights into call center behaviors to help improve the agent and customer experiences

Overall:

Process Optimization: QEval® has identified inefficiencies in call handling procedures, allowing for targeted improvements. This has streamlined workflows and reduced average call handling time.
Enhanced Training Opportunities: By analyzing agent behaviors, QEval® has highlighted areas where additional training is needed. This has led to more effective training programs, improving overall agent performance.

Read full review (opens SourceForge in a new tab)

Karina H.

Quality Assurance Specialist

“Fantastic Tool”

Posted March 24, 2025

Pros:

The tool is very useful, with multiple reports one can run to analyze specific trends and data. There is the possibility to add coaching per parameter to each scorecard which makes it very easy to personalize training to each agent's learning style, and therefore increase the agent's performance.
The QEval® score card can be easily modified and edited as client requirements change, and the score card itself is straightforward and user friendly.

Overall:

The overall experience with the tool has been highly positive, owing to its diverse features and exceptional support. The tool provides multiple reports that enable effective analysis of specific trends and data, helping users gain valuable insights. Its design facilitates personalized training by allowing coaching to be tailored per parameter on each scorecard, catering to individual agents' learning styles and boosting their performance.
The QEval® scorecard stands out for its adaptability, allowing straightforward modifications and edits to meet changing client requirements. Its intuitive and user-friendly interface ensures ease of use, even for new users. Additionally, the support staff are highly responsive and incredibly helpful, consistently offering reliable assistance to enhance the user experience.
With its combination of robust features, intuitive design, and outstanding customer support, the tool has proven itself to be an indispensable asset for professional environments.

Read full review (opens SourceForge in a new tab)

Alberto A.

Data Analyst

“An Analyst's Perspective”

Posted January 27, 2025

Pros:

Through the QEval® suite of software, the speech-to-text models used by Etech have yielded insights we can trust. The QEval® engineering team has fielded several dozen inquiries pre and post deployment enabling our data and call center teams to make tactical and operations decisions over the last two years.

Overall:

Etech/QEval® has found a balanced solution for novice companies in the call center space to figuratively get their feet wet with CSAT/speech-to-text models and make informed business decisions.

Read full review (opens SourceForge in a new tab)

View all QEval reviews on SourceForge

Security | Privacy | Compliance

Enterprise-grade. Zero exceptions.

QEval^® handles regulated and identifiable customer data every minute of the day. The certifications are the floor. The architecture is the proof. Pre-transcription redaction means PII and PHI never reach an LLM.

SOC 2 Type II

Annually audited

PCI DSS Level 1

Redaction pipeline

HIPAA

Healthcare ready

GDPR

EU compliant

ISO 27001

Information security

ISO 42001

AI management

PII Redaction

Pre-LLM via NER

Carbon-aware

Green hosted

Contractual commitments

Four numbers no peer publishes.

94%+

Accuracy SLA

Written into the master agreement

30 days

Deployment

Money-back guarantee

60 days

Exit clause

Cancel with notice, no penalty

120 days

ROI window

Documented customer-average outcome

FAQs

The questions buyers actually ask.

What makes QEval® a Performance Management Platform, not just QA software?

QEval® ships eleven capabilities in one platform: AI Evaluation, Real-Time Agent Assist, the HI Model coaching lifecycle, Compliance and pre-transcription redaction, Speech Analytics, Vision Model with screen capture, Surveys and CSAT intelligence, Analytics and BI, Gamification, Case Notes Analysis, and the Universal Connector. Most enterprises replace four to six point solutions when they move to QEval®. Quality is one layer of six. The other five layers (customer, revenue, operational, training, and strategic intelligence) deliver 87% of measured value.

We already QA our human agents. Why add a layer for AI agents too?

AI agents do not grade themselves the way you grade humans. Containment, deflection, and resolution metrics from AI platforms do not measure against your scorecard, your brand voice, your compliance rules, or your retention metrics. QEval® is the vendor-neutral layer that scores AI and human agents on the same scorecard, so quality, compliance, and coaching stay consistent across your entire contact center, whoever or whatever delivered the interaction.

What about PHI, PII, and regulated data?

PHI and PII redaction runs at ingest via Named Entity Recognition, before any data reaches an LLM. Original recordings are deleted after redaction. Only redacted versions retain a full audit trail. QEval® is SOC 2 Type II, PCI DSS Level 1, HIPAA-ready, GDPR-compliant, ISO 27001 and ISO 42001 certified. Regulated customers make up the majority of our enterprise base.

How does Real-Time Agent Assist work?

RTAA listens to the live conversation, detects intent and sentiment, and surfaces guidance to the agent while the call is happening. Compliance prompts fire before a disclosure window closes. De-escalation scripts surface when frustration is detected. Next-best-action talk tracks appear when an upsell opportunity emerges. The same model that grades the call after it ends powers the guidance during the call. Standard documented outcomes: 25 to 30% AHT reduction, 8 to 12% FCR improvement, 4 to 5% CSAT uplift, 45-day POC.

How fast can we be in production?

Standard deployment is 30 days, contractually committed with a money-back guarantee. Enterprise rollouts across multiple lines of business, custom scorecards, and AI agent integrations typically run 60 to 90 days. The buying case is modeled around a 120-day ROI window so finance, operations, and QA can validate value before expansion.

How is this different from the analytics our CCaaS already ships?

Native CCaaS analytics measure containment, deflection, and reporting metrics defined by the platform vendor. QEval® scores against your scorecard, your brand voice, your compliance rules, and your business outcomes. It is also vendor-neutral, so the same scorecard works across Genesys, NICE, Five9, Sierra, Decagon, Agentforce, and your in-house GenAI without rewriting rubrics per platform.

Score every conversation

Human, AI, or anything in between.

Bring your scorecards, your AI agents, your CCaaS. We will score a real call in 30 minutes and show you what your current program missed last week.

Get a demo Try the scorer