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The framework

QA scores are Layer 1. The other five drive 82% of the value.

Every QA platform measures one layer of intelligence in your conversations. Five more sit unused in the same data. In a documented Fortune 500 automotive deployment, $5.3M of $6.5M in annual value came from Layers 2 through 6. Explore the framework that reaches the rest of the money.

Explore the six layers Run the ROI model
0%
of contact centers have deployed AI
Adoption is no longer the question.
0%
have actually operationalized it
Deployment and value are not the same thing.
<0%
of interactions reach frontline behavior change
100% ingestion has been table stakes since 2024. Reaching the frontline is where it collapses.
Industry figures. The gap between ingesting interaction data and acting on it is where most contact center AI investments stall.
The Six Layers, interactive

One interaction. Six layers of intelligence.

QEval® extracts six distinct layers from every conversation. Layer 1 is what most QA platforms surface. Layers 2 through 6 are what QEval® operationalizes. Select a layer to see what it measures, what QEval® surfaces, and what it has done in production.

Select a layer to explore
Click any layer, or use arrow keys. The panel updates as you go. Stack reads bottom-up, Layer 1 to Layer 6.
Value composition

$1.2M from Layer 1. $5.3M from Layers 2 through 6.

One documented Fortune 500 automotive deployment, $6.5M total annual value across 5 brands and 1,200 agents in 6 months, built up from the four reportable components. Scroll and watch where the value actually lives.

Annual value, built up
$0
$1.2M
$528K
$1.5M
$3.3M
$6.5M
QA tool ceiling, $1.2M
QA automationQA labor, 11 FTEs retasked
Compliance85% drop in violations
CSAT recovery59% to 80%, 5 brands
Operational~45 FTE recovered
Total value5 brands, 6 months

A QA tool's automation captures the first column, $1.2M. The other $5.3M, 82% of the value, only shows up when the platform is built to surface Customer, Revenue, Operational, Training, and Strategic intelligence from the same conversations.

Anonymized
Where pilots die

The Layer 1 to Layer 2 transition. Where most contact center AI investments stall.

The vendor renews on coverage metrics. The buyer renews on outcome metrics. Neither happens. The cause is architectural, not effort.

The difference
A Layer-1 platform
QEval®, the whole loop
Layer
Scoring model
One generalist model, tuned for compliance keywords
Each scorecard item routed to a purpose-trained expert
L1-6
What surfaces
Scorecard distributions only
Operational driver analysis, native to the platform
L4
Coaching
Bolted on, fires quarterly
Built-in lifecycle, reaches the agent the next morning
L5
Executive view
A downstream Power BI extract
Board-ready views inside the product
L6
Where it came from
Built in a software lab for compliance
Built inside a 4,000-agent center; Layers 2-6 came first
All
94%+
accuracy across all six expert models, scored on one data flow
+300%
coaching frequency from the HI Model lifecycle, with +60% engagement
110+
board-ready reports in Analytics + BI, with natural-language queries
QEval® was built inside an operator's 4,000-agent contact center. The Layer 2 through 6 surfaces existed before the product did, because the operator needed them to run the floor. That is the difference between a QA tool architected for compliance keywords and a Performance Management Platform architected for the whole loop.
QEval® modules mapped to each layer
L1
Auto QA, Compliance + Redaction
L2
Speech Analytics, Surveys + CSAT
L3
Speech Analytics, AI Coach (sales behavior)
L4
Analytics + BI, Vision Model, Real-Time Agent Assist
L5
HI Coaching Lifecycle, AI Coach, Gamification
L6
Analytics + BI, Six-Layer Dashboard
Six-layer ROI template

Quantify each layer against your seat count.

The framework we use to model your annual value across Quality, Customer, Revenue, Operational, Training, and Strategic Intelligence. The Fortune 500 automotive composition included as a worked example. Excel and PDF.

Per-layer model Worked example included Excel + PDF Ungated
Open the ROI model
Stop measuring Layer 1

You can keep counting QA scores. Or you can capture the other 82%.

Bring your calls. We score them across all six layers and send a written ROI memo and proposal the same day.

Book a demo Run the ROI model
Contractual commitments

Four numbers no peer publishes.

94%+
Accuracy SLA
Written into the master agreement
30 days
Deployment
Two dedicated resources assigned
60 days
Exit clause
Cancel with notice, no penalty
120 days
ROI Window
Value case before expansion