Customer Intelligence is Layer 2. Most platforms can't reach it.
Hear everything your customers say about your product, brand, offers, pricing, and competitors from 100% of voice, chat, and email interactions, without sending a single survey. 85%+ QCSAT accuracy calibrated inside a 4,000-agent live contact center. Auto Survey available if you want surveys too. Recognized in the CMP Research Prism 2026 for Customer Analytics & Insights.
Surveys catch 2 to 5% of what customers say. The other 95% is on the call.
Voice-of-customer programs run on a sliver of data. The customers who respond are the extremes. The silent middle, where retention and revenue actually live, never reports back.
Survey response rates are collapsing.
Industry response rates have dropped from 12-15% a decade ago to 4-6% in 2025-2026. The customers who fill out a survey are the ones at the extremes. The middle, where retention and revenue actually live, never reports back.
VoC investments run on a non-random sample.
Multi-million-dollar Voice-of-Customer programs measure CSAT, NPS, and Effort on the 4-6% who respond. The CX leader is making decisions on incomplete data, and knows it. The brand sentiment, competitor mentions, and pricing feedback in the other 95% never reach the dashboard.
One call. Everything the customer just told you.
Pick a sample call or paste your own transcript. QEval® surfaces QCSAT, Promoter or Detractor classification, brand sentiment, competitor mentions, product feedback, pricing pushback, and risk signals on one screen.
One screen. Every customer. Refreshed every 5 minutes.
The single-call explorer rolls up into a contact-center-wide dashboard for the CX VP. Health scores by cohort, Promoter/Passive/Detractor distribution, top themes this week, churn-risk heat map, sentiment trajectory, and competitor mentions, all in one view.
What the platform actually does.
Eight capabilities organized into two clusters: Listening (what your customers said) and Predicting + Acting (what comes next).
Multi-Dimensional Sentiment + Promoter/Passive/Detractor
Empathy, frustration, and resolution measured per turn. NPS-style classification inferred from every call without sending a survey.
QCSAT (QEval® Predicted CSAT)
Inferred from sentiment, effort, resolution, and the MoE compliance score. 85%+ convergence with survey CSAT from production deployments. Calibration variance under 2%.
Brand Analytics
Track sentiment about your brand across every interaction. Detect brand-voice violations live. Surface brand-affinity signals and dissatisfaction themes by region, channel, or line of business.
Competitor Analytics
Auto-detect mentions of competing brands and classify them: compared favorably, compared unfavorably, switching threat, or neutral. Surface emerging competitive pressure before it hits churn rates.
Product & Pricing Feedback
Categorize feedback on specific products, features, offers, and pricing. Surface price-sensitivity signals, willingness-to-pay cues, competing-offer references. Feeds product and marketing teams with what customers actually said.
Churn + Dispute + Escalation Risk
Purpose-trained MoE expert sub-models surface customer-exit signals weeks before the cancellation call. Dispute and escalation risk surface in real time during the call.
Customer Health Dashboard + Journey Mapping
Composite health score per cohort. Journey stitched across days, channels, and agents. Sentiment trajectory across the journey. Predicted lifetime CSAT, not point-in-time CSAT.
Auto Survey System
If you want survey responses too, QEval® ships them. Multi-channel orchestration (voice, email, chat, digital) lifts response rates from 6% to 18% and triangulates with QCSAT for full coverage. An option, not a requirement.
Everything customers tell you about your brand, products, offers, pricing, and competitors without sending a single survey.
Surveys give you what 4-6% of customers are willing to type into a form, two days after the call. QEval® gives you what 100% of customers actually said in the moment. Auto Survey ships in QEval® if you want surveys on top, but the platform answers the questions your VoC asks without one.
Ask a question. The Operators go get the answer.
Agentic Operators are autonomous QEval® workers. Send one after the question you have. It retrieves insights, runs the analysis, and surfaces the answer from 100% of your interactions. Managers report saving 3+ hours daily on data analysis and report generation.
From production deployments. Six numbers behind the page.
Beyond CSAT and sentiment. The full Customer Intelligence stack.
Five more capabilities that round out a Customer Intelligence program: Customer Effort Score, NPS inference, anomaly and trend detection, cohort and segmentation analytics, and the 360-degree dashboard that unifies it all.
Customer Effort Score (QCES)
Customers tell you how easy it was through what they say, not a survey rating. QEval® infers Effort from resolution speed, transfer count, repeat-contact rate, and explicit friction language. Predicted CES correlates with surveyed CES at deployment-validated accuracy.
NPS Inference
Inferred Net Promoter Score across every interaction. Goes beyond Promoter/Passive/Detractor classification to surface which interactions are creating Promoters versus eroding them. Cohort-level NPS trends week over week.
Anomaly & Trend Detection
Statistical anomaly detection over the 500+ intent taxonomy. "Pricing complaints spiked +42% this week" surfaces automatically the moment the pattern crosses a threshold. Surge alerting on themes, sentiments, and intents, refreshed every 5 minutes.
Cohort & Segmentation Analytics
Auto-cluster customers by behavior, tenure, value, sentiment, channel preference, and journey stage. Compare cohorts side by side across CSAT, churn risk, NPS, and theme distribution. Find the segment where your retention strategy is working, and where it is not.
360-Degree Customer Dashboard
Unified view integrating telephony, CRM, HR, survey, and QEval® QA data. Cross-functional performance correlations in one screen. Drillable from cohort to individual customer in three clicks. The same dashboard your CFO and your COO can both read.
Channel-Specific Intelligence
Voice, chat, email, and SMS surface different signals from the same customer. QEval® scores each channel against the same scorecard but tracks intent, sentiment, and resolution variance per channel, so you can route the right customer to the right channel.
Recognized in the CMP Research Prism 2026 for Customer Analytics & Insights.
CMP Research evaluated 15 customer analytics and insights vendors in their 2026 Prism. QEval® is among them, profiled for our work building customer journeys and extracting insights from 100% of voice, chat, and email interactions. The platform has evolved from quality monitoring into a Customer Intelligence platform that reaches Layer 2 of the Six Layers of Intelligence framework.
Predicted CSAT, calibrated inside a 4,000-agent operation.
QCSAT is QEval®'s inferred CSAT prediction, calibrated against survey-confirmed CSAT inside a 4,000-agent live contact center. 85%+ convergence with actual survey responses. We publish the number because we stand behind it contractually, not just on a slide.
Predicted CSAT, framed.
- Predicted CSAT framed as "near survey accuracy" without a published number
- Inferred from sentiment alone
- Calibrated on a generic LLM
- Sold as part of a VoC suite; requires analyst staffing
Predicted CSAT, contractual.
- 85%+ convergence with survey CSAT, stated and standing
- Inferred from sentiment + effort + resolution + the MoE compliance score
- Calibrated inside ETS Labs' own 4,000-agent operation
- Sold as a scoring layer; analysts pivot from grading to acting
"But we already have a survey-based VoC platform."
Keep them. QEval® layers on top, replacing the sampling problem by adding 100% interaction coverage. Most mature CX programs in 2026 run both, triangulated.
Survey-based VoC on the 4 to 6% who respond.
- Survey-based VoC at 4-6% response rate
- Sentiment from text feedback, post-interaction
- Customer journey mapped from survey plus click-stream
- Insights surfaced from analyst-tagged themes
- Sold per-seat, per-survey, per-respondent
100% interactions plus your VoC, triangulated.
- 100% interaction coverage across voice, chat, and email
- Sentiment, intent, and emotion from the actual interaction, in real time
- Customer journey mapped from every touchpoint, agent-attributed
- VoC themes auto-detected by the MoE, 500+ pre-built categories
- Layered on top of your VoC platform, not a replacement; triangulates with surveys
Customer Intelligence calibrated inside a 4,000-agent operation.
QEval®'s Customer Intelligence models are calibrated inside ETS Labs, the engineering arm of Etech Global Services, which operates a 4,000-agent live contact center across financial services, healthcare, collections, insurance, and telecom. QCSAT is validated against real survey responses on real customers. Churn prediction is validated against real cancellation events. None of the 24 customer-intelligence vendors we reviewed publicly claim operator calibration at this scale.
Customer Intelligence is Layer 2. The other five layers attribute the rest.
QA (Layer 1) tells you the call was scored. Layer 2 tells you what the customer said. Layers 3 through 6 turn that into revenue, operational, training, and strategic decisions.
What a CX leader needs to know.
How is QCSAT different from a survey-based CSAT score?
Survey CSAT measures what 4-6% of customers chose to tell you in a form. QCSAT measures what 100% of customers actually said on the call, scored by the MoE against sentiment, effort, resolution, and compliance signals. QCSAT converges with survey CSAT at 85%+ accuracy and runs continuously without sending a single survey. Customers using both triangulate across them: survey data for one slice, QCSAT for full coverage.
What does Brand Analytics actually surface?
Sentiment about your brand by region, channel, line of business, and time period. Mentions of brand-voice violations (for example, disclosure language errors that hurt brand trust). Brand-affinity signals when customers praise you. Dissatisfaction themes emerging across the population. The CMO conversation about "where we stand in the market" now runs on data, not survey theatre.
What does Competitor Analytics actually catch?
Auto-detected mentions of competing brands in customer conversations, classified as "compared favorably," "compared unfavorably," "switching threat," or "neutral mention." Surfaces emerging competitive pressure (for example, "Competitor X mentioned 31 times this week, +200% versus last month") before it shows up in churn rates. Useful for product, marketing, and competitive intelligence teams.
Can QEval® tell me what customers think about my pricing?
Yes. The Product & Pricing Feedback capability surfaces price-sensitivity signals, pricing objections, willingness-to-pay cues, and competing-offer references. If a promotion just dropped and customers are calling about it, you'll see the sentiment by segment within hours of the calls happening, not in the next quarterly survey.
We already use a survey-based VoC platform. Do we replace it?
No. Keep your VoC platform. QEval® layers on top, replacing the sampling problem by adding 100% interaction coverage. The customers who never respond to surveys still call your contact center; QEval® scores those interactions and triangulates with your VoC data for a complete picture. Most enterprise CX programs in 2026 run both.
What is the churn prediction lead time?
The churn-prediction MoE expert sub-model flags customers showing intent or sentiment signatures matching past cancellation events. In production deployments, the model has surfaced these signals weeks before the cancellation call. Lead time varies by industry; the model is calibrated per customer during the 30-day deployment.
Where does this sit in the Six Layers framework?
Customer Intelligence is Layer 2. Quality + Compliance is Layer 1. Revenue Intelligence is Layer 3. Operational, Training, and Strategic are Layers 4-6. The anonymized Fortune-500 case attributed $1.5M of $6.5M in annual value to Layer 2 specifically: Customer Intelligence outcomes including CSAT recovery and churn risk reduction.
Run QCSAT against your call in 30 minutes.
Bring a real transcript. We will surface brand sentiment, competitor mentions, pricing feedback, churn risk, and QCSAT in the same session, and pilot toward ROI in 120 days, contractually.