Inside the platform that scores 3 billion conversations a year.
QEval® is one system: a data layer that ingests every channel, an expert-routed AI engine that runs 326 million classifications every five minutes, and a coaching layer that converts scores into agent behavior change. This page maps the system underneath the score.
Six stages, one data layer.
Every conversation moves through the same pipeline. Ingest from any channel. Redact before any model touches the data. Route to the right expert. Score, coach, and attribute outcome. The same path for a human agent on Genesys and an AI agent on Sierra.
Ingest
Universal Connector pulls voice, chat, email, SMS, social, and video from 80+ pre-built integrations. No middleware. No ETL project.
Redact
Named Entity Recognition removes PII, PHI, and PCI at ingest. Nothing sensitive reaches the model. HIPAA, PCI-DSS, GDPR-aligned by default.
Classify
A hybrid MoE + ML classifier routes each scorecard item to the right method. Traditional ML handles high-volume signals like topic and intent. Purpose-trained MoE experts handle nuance: empathy, brand voice, compliance language.
Score & Generate
Expert sub-models to score compliance, empathy, resolution, and brand voice in parallel. The same pass generates call summaries, case notes, next-best-actions, and training allocation. The agent does not write the wrap-up.
Coach
HI Model converts scores into agent-specific coaching plans tied to the exact transcript moment. Pushed to LMS, supervisor in queue, or directly to the agent.
Improve
Outcome Attribution traces every coaching intervention to CSAT, AHT, revenue, and compliance metrics. The board-ready proof loop.
Every channel you operate. One scorecard.
Customers talk to you on the channel they prefer. The same conversation can start as chat, escalating to voice, and closing on email. QEval® ingests, transcribes if needed, redacts, and scores all six on the same model.
Voice
Real-time and post-call. Diarization, transcription, and sentiment.
Chat
Live web chat, in-app messaging, bot handoffs. Turn-by-turn scoring.
Inbound case threads, outbound resolution, signature compliance.
SMS
Two-way SMS, MMS, asynchronous resolution flows.
Social
Public mentions, DMs, and brand sentiment monitoring.
Video
Vision Model scores screen-share workflows and on-camera tone.
The Vocabulary Library is tuned to contact center language by region. Spanish for Mexico City is not the same product as Spanish for Madrid. We trained the experts that way.
English variants
Western Europe
Nordic
Eastern Europe
Baltic
Asia
Eleven modules. Three tiers. One platform.
QEval® is not a suite of point products glued together. The same data layer that ingests a Genesys call is what feeds the AI Coach, the gamification leaderboard, and the executive analytics dashboard. Here is how the modules stack.
One platform. Six lenses.
The agent sees a real-time coach. The QA analyst sees a calibration workbench. The CFO sees a finance-ready ROI dashboard. Every role gets a different view on the same underlying data.
Real-time coach in the agent desktop.
Live guidance during the call, plus a personal scorecard, recent coaching feed, and a learning queue.
- Compliance prompts surfaced in the moment
- Side-by-side personal scorecard
- Skill tree and gamification streak
Team scorecard, coaching queue, anomalies.
Watch the team in real time. Triage who needs coaching first, why, and what the exact transcript moment was.
- Live floor view across all agents
- Auto-generated 1:1 agendas
- Compliance and escalation alerts
Calibration workbench and sample selection.
Side-by-side human vs AI review, scorecard authoring, bias detection, calibration sessions across the team.
- Sample selection by risk score
- Disagreement view between human and AI
- Custom scorecard builder, no-code
Coaching plans tied to interaction moments.
Pull up an agent and see exactly which moments their week was made or broken. Push targeted learning into the LMS.
- Skill gap heat map by team
- Linked learning content per gap
- Outcome tracking on prior coaching
Volume, AHT, compliance pass rate, capacity.
Cross-channel operational view. Spot the shift, the queue, or the LOB that is drifting and act on it the same day.
- Channel and queue volume trends
- Compliance pass rate by LOB
- Capacity forecasting inputs
Six-Layer dashboard, finance-ready ROI.
The board view. Quality, customer, revenue, ops, training, strategy intelligence in one place. Exportable for the next QBR.
- Six Layers of Intelligence rollup
- Outcome attribution to dollar value
- Board-ready exports
80+ pre-built integrations. Platform-agnostic. No middleware.
The average enterprise runs 3.9 platforms across telephony, CRM, and workforce management. QEval® ingests all of them in parallel. Add a new platform without rebuilding your scoring program.
Telephony / CCaaS
12CRM
8AI Agent platforms
10LMS / Training
7WFM
8HR / HCM
7Data Warehouse
6Identity / SSO
7Collaboration + Ticketing
7Run QEval® on AWS or Azure. GCP soon.
Multi-cloud, regional data residency, and a single-tenant option for regulated buyers. Pick the cloud your security team already trusts.
Americas
US East, US West, Canada Central. SOC 2 Type II, PCI DSS, HIPAA-ready.
EMEA
Ireland, Frankfurt, London. GDPR-compliant. Data stays in-region.
APAC
Mumbai, Singapore. India and Singapore residency available.
Single-tenant
Dedicated instance for regulated workloads. VPC peering, customer-managed keys.
30 days to live. Fully managed.
No IT dependency. Two dedicated resources assigned to your deployment: a Customer Experience Manager and a Dedicated Analyst. With contractual 60-day exit rights if we do not meet our accuracy of SLAs.
API connectors to your telephony, CRM, and data systems. Pre-built for Genesys, NICE, Salesforce, and 80+ others. No middleware. No custom code.
Mirror your evaluation criteria. Custom scorecards calibrated against your best human evaluators. Matches your existing evaluation framework — whether 47-point or custom.
Parallel run: AI evaluations alongside human QA. Accuracy benchmarked at 94%+ before go-live. Side-by-side comparisons on your real interactions.
Full deployment. Coaching workflows are activated. Real-time dashboards online. Your team is trained, and the platform starts delivering value from day one.
We deploy outcomes, not just software.
A 30-day structured utilization program after go-live. We address the six most common adoption barriers and track measurable success criteria until your team is self-sufficient.
Built to be extended, not just used.
Every module is API-first. Pull scores into your BI stack. Push new scorecard items from a CSV. Trigger your downstream workflow off a compliance violation event. Build your own coaching surface on top of QEval® data.
Enterprise security, zero exceptions.
Proprietary closed-source MoE means customer data never enters a third-party foundation model. PII is redacted at ingest, before the model runs. Audit trails on every classification decision.
Bring your scorecards. Bring your CCaaS. Bring an AI agent.
We will stand up the platform against your real interaction data and show you what your current program is missing. 30 days to a working deployment. 90-day pilot with 60-day exit rights.