Let the agent focus on the customer. QEval® handles everything else.
QEval® does the admin of the call (search, records, notes, forms, CRM, compliance) in the background, in under 500 milliseconds, so the agent can focus on the customer. The same model that carries the call grades it. Human or AI agents, 35+ languages, deployed in 30 days.
Agents spend the call searching, not helping.
Most of the handle time a customer feels is dead air: the agent hunting for a policy, rebuilding context, or wondering whether they read the disclosure. Real-time guidance only fixes that if the agent trusts it, and trust comes from accuracy and speed.
of calls include roughly three minutes of dead-air search
The agent hunts for a policy, a price, or an exception while the customer waits on hold. That is handle time the customer feels and the business pays for, on nearly half of all calls.
of calls open with the agent rebuilding context by hand
Before the conversation even starts, the agent is pulling history and account details together manually. Guidance only helps if it is accurate and arrives in time, which is why QEval® stands behind both contractually.
Sources: Verint State of Agent Experience 2026 (1,000 agents); Metrigy CX Optimization 2025-26 (656 companies); CMP Research Real-Time Agent Assist Prism; McKinsey 2025.
Take the busywork off the agent. Leave them the customer.
An agent should be listening, not clicking through six systems. QEval® runs the administrative work of the call in the background, in real time, so attention stays with the person on the line. Other vendors sell these as five separate products to wire together. QEval® is one engine.
Finds the information
Surfaces the policy, the exception, the exact answer, grounded in what is being said and what is on screen. The agent stops searching mid-call.
Pulls up the record
Last three contacts, order history, account status, and customer value are loaded before the agent says a word, not hunted for during the silence.
Writes the notes
Structured notes and the case summary are drafted as the conversation unfolds, so the agent is not typing while the customer is talking.
Fills the forms
Dispositions, fields, and wrap codes are pre-populated from the conversation and synced to the systems of record, ready for the agent to confirm.
Checks the CRM
Eligibility, prior decisions, and the right next action are reconciled against the CRM live, so the offer the agent makes is the one the customer qualifies for.
Keeps the call compliant
Required disclosures are prompted inside the window and logged, so compliance is something that happens during the call, not something audited weeks later.
Faster ramp to proficiency
New hires do not have to memorize the product catalog, the policy library, and the compliance script to be effective. The knowledge is surfaced in the moment, so they reach proficiency faster.
Facts the agent has to hold in their head
Knowledge retention stops being a hiring requirement. The agent brings judgment and empathy; QEval® brings the recall, the same way it does for a tenured agent on their best day.
Watch it carry the call as the call streams.
This is a real call moving through six moments. QEval® listens, does the admin, scores the risk, and surfaces the next best line before the QA miss happens. No login, no screenshot. Jump to any moment, or let it play.
Last three contacts surfaced from CRM. Sentiment baseline captured. Refund policy pinned. The agent starts with context instead of opening tabs.
"I see this is your third contact, so I will not make you repeat it. I am opening the order and refund policy now."
Most vendors sell you five products. We are one engine.
Knowledge, summaries, behavioral guidance, typing help, and translation usually arrive as separate products, each with its own model, none reconciled with the QA score. QEval® runs one proprietary Mixture-of-Experts engine for all of it, and for grading the call afterward, so the line it suggests live is the line it would have scored you on.
- Knowledge, summaries, behavioral guidance, typing help, and translation are sold as five separate products you license and wire together.
- Real-time assist is one more SKU, separate again from quality management, with its own model and its own rules.
- What gets suggested live and what gets scored after the call can disagree, so agents learn to ignore one of them.
- Speed and accuracy are described with adjectives ("near-zero latency," "90 to 95% depending on tuning"), never a number you can hold them to.
- One Mixture-of-Experts engine finds the knowledge, writes the notes, fills the forms, surfaces the offer, and guides the behavior.
- The same engine scores the call live and grades it afterward, against the same scorecard, so the suggested line is the line the QA score rewards.
- 94%+ accuracy is a contractual SLA, and guidance lands in under 500 milliseconds, fast enough to change the next sentence, not the next call.
- Every prompt the agent saw becomes evidence the coaching loop can point to in the next 1:1.
Six kinds of help, surfaced at the moment they matter.
Not a wall of features. Concrete guidance tied to a call moment, with the exact wording the agent sees on screen.
Disclosure prompts before the window closes
QEval® watches for the moment a required disclosure is due and surfaces the exact wording, then flags a miss in real time instead of weeks later in a sample.
The right answer surfaced inline
Policy, exception cases, and prior decisions on similar accounts pin to the workspace so the agent stops searching and the customer stops waiting on hold.
De-escalation when the call turns
When frustration crosses a threshold, an empathy line and ranked alternative resolutions surface, so the agent recovers the call instead of repeating policy.
The eligible offer at the right moment
When the resolution path narrows, QEval® surfaces the offer the customer is actually eligible for, with the rate, the term, and the approval status already confirmed.
The wrap written for them
Structured notes, dispositions, and wrap codes are drafted from the conversation and synced to the systems of record, saving roughly 60 seconds of after-call work per interaction.
The customer's own language
Speech is detected and translated in real time across 35+ languages, so one agent can serve a customer in their native language without a separate language team.
One engine, tuned to the call you actually run.
The same real-time assist adapts to the outcome the conversation is for, on voice, chat, email, or SMS.
Win more of the conversation
Surfaces the eligible offer, the objection-handling line, and the next best action, so reps move the deal forward without leaving the customer on hold.
Resolve it on the first call
Finds the policy, pulls the record, and drafts the wrap, so the agent resolves the issue instead of searching for how.
Catch the save while it is live
Detects churn signals and surfaces the retention offer the customer qualifies for, in the moment the call is at risk, not in a post-mortem.
Stay compliant under pressure
Prompts the required disclosures (FDCPA, Mini-Miranda) inside the window and logs them, so a hard conversation stays a compliant one.
Every trigger streams live. A supervisor can step in before it slips.
The moment QEval® detects a compliance risk, a sentiment cliff, or a save opportunity, it streams to the supervisor view in real time, in under 500 milliseconds. The supervisor decides how to help, and the agent can ask for it without the customer ever knowing.
Watch any live call and its risk meters silently. The supervisor sees the same triggers the agent sees, ranked by which calls are heading for trouble, so attention goes to the calls that need it.
Coach the agent mid-call with a private message or a suggested line. The customer never hears it, so the agent gets help in the moment instead of feedback in a 1:1 a week later.
Join the call as a three-way when a conversation turns high-risk or a save is on the line. The escalation happens live, with the full context already on the supervisor's screen.
Human agents and AI agents, carried the same way.
QEval® is not locked to one CCaaS, and it does not stop at humans. The same engine co-pilots your human agents and supervises the AI agents handling the rest of the queue, in the languages your customers call in.
When the bot taps out, the human does not start over.
Most contact centers now run AI agents in front of people. The weakest moment is the handoff: the bot gives up, the customer repeats everything, and the human starts cold. QEval® owns that moment, because it is the vendor-neutral layer scoring both the bot and the human on one scorecard.
The bot reaches its limit
A Sierra, Decagon, Agentforce, or in-house GenAI agent handles the conversation until it cannot resolve, contain, or comply any further.
Full context, not a cold transfer
Intent, history, what the bot already tried, and a clean summary land on the human agent's screen, so the customer never repeats themselves.
The human continues, guided
The agent picks up mid-conversation with QEval<sup>®</sup> real-time assist already running, and the call keeps moving toward resolution.
It sits on the stack you already run. No rip and replace.
QEval® layers on top of your CCaaS, CRM, and knowledge base, so real-time assist goes live on real calls in 30 days, contractually, without changing the agent desktop your team already knows.
Plug into your stack
Connects to your CCaaS, CRM, and knowledge sources. No new agent desktop, no migration, no rip and replace.
Tuned to your floor
Loads your scorecard, brand voice, compliance rules, and vocabulary, so guidance matches how your team actually talks, not a template.
Real calls, contractually
Assist and scoring run on live conversations, committed in 30 days with a money-back guarantee.
Grow on one engine
Add lines of business, channels, and AI-agent coverage as you scale, all on the same engine that grades the call.
Built for regulated floors. The hard requirements, already handled.
Finance, healthcare, and collections teams run QEval® in production. The certifications are in place and sensitive data is handled responsibly by default, so security review is a checkbox, not a blocker.
PII redacted at ingest
PII and PHI are redacted via Named Entity Recognition before any model processes a word. The original recording is deleted; only the redacted version is retained, with a full audit trail.
Your data never trains a third-party model
QEval® runs a proprietary closed-source Mixture-of-Experts model. Customer data never enters a third-party foundation model's training loop, and never leaves QEval®'s infrastructure.
Grounded, with guardrails
Guidance is grounded in your knowledge and your scorecard, with guardrails against hallucination, backed by the 94%+ accuracy SLA written into the contract.
One call moment, three layers of value.
Real-Time Agent Assist is where the Six Layers of Intelligence converge on a single conversation. The same work that protects compliance also moves revenue and operational efficiency.
The disclosure that does not get missed
Compliance prompts fire inside the window and log the result, turning the floor of QA into something that happens live instead of in a sampled audit.
The eligible offer, made at the right time
Next-best-action surfaces the retention or upsell the customer qualifies for, so the save attempt happens in the moment rather than in a post-mortem.
The handle time the customer never feels
Doing the admin (search, records, notes, forms) takes the dead air out of the call, which is where the handle-time reduction and the FCR lift come from.
What changes when the admin work leaves the agent.
Measured across enterprise deployments over 90-day operating windows. The biggest movers are the ones tied directly to taking work off the agent: handle time, ramp, and compliance.
In production: a Fortune 500 automotive enterprise ran QEval® real-time guidance across 1,200+ agents. Outcome ranges blended across 6 enterprise deployments measured over 90-day operating windows. Program details available under NDA; customer named on request.
Operators ran it on real floors. Here is what moved.
"New hires are taking real calls in their second week instead of their second month. The system carries the parts they used to have to memorize, so they ramp without the fear."
"We are seeing better quality from day one. The prompts catch things in the moment instead of in a review, so there is less to fix later, handle time is going down, and first contact resolution is going up."
"The real-time reminders quietly taught my team. Agents who used to dread compliance now just handle it naturally on the call, and a quarter in, the whole floor has gotten noticeably better at it without anyone feeling policed."
Lower average handle time once the admin of the call moved off the agent and into QEval®.
Improvement in compliance adherence within 60 days of go-live, with disclosures prompted and logged live.
Faster ramp to proficiency for new hires, who reach the floor without memorizing the full policy library.
Outcomes blended across 6 enterprise deployments measured over 90-day operating windows. Quotes anonymized at customer request. Program details available under NDA; customers named on request.
Straight answers about guidance in the moment.
Is the real-time guidance the same engine that grades the call afterward?
Yes, and that is the point. Most vendors ship real-time assist as a separate product from quality management, with a different model and different rules. QEval® runs one proprietary Mixture-of-Experts engine for both, so the line it suggests live is the line the QA score rewards after the call. There is no contradiction for the agent to learn around, and the coaching loop can point back to the exact prompt the agent saw.
Is the guidance fast enough to matter mid-call?
Yes. Guidance lands in under 500 milliseconds, inside the window of the live conversation, so it changes the agent's next sentence rather than showing up after the moment has passed. Competitors describe this as "near-zero latency" without a number; QEval® states the number. That speed is also what makes the supervisor streaming triggers useful: a risk signal reaches the supervisor while there is still a call to save.
Will my agents see this as surveillance?
The 2026 data points the other way: agents are frustrated by the absence of help, not its presence, and nearly one in three plan to quit largely because of busywork and dead-end searches. QEval® does the admin and surfaces the next best line, so the assist removes work rather than watching for mistakes. Supervisor monitoring is framed as stepping in to help on the calls that matter, not scoring keystrokes, and the agent can request help on their own terms.
Does it work in languages other than English?
Yes. Guidance and live translation run in 35+ languages. This is a deliberate contrast: some real-time guidance products are documented as North American and International English only. If your customers call in Spanish, Portuguese, or Tagalog, the prompts, compliance checks, and summaries work in those languages too.
How fast can real-time assist be live?
Standard deployment is 30 days, contractually committed with a money-back guarantee, and a typical real-time proof of concept runs about 45 days. The field's best published number is "most customers live within 45 days, may vary." QEval®'s 30-day deployment is a commitment, not a hedge.
Let them focus on the customer. We will handle everything else.
Bring a real call flow and your compliance rules. We will show QEval® doing the admin and firing guidance in the moment, then grading the same call on the same scorecard, in 30 minutes.