QEval is call center quality monitoring software that analyzes every customer interaction with AI, not a 2-5% sample. Real-time quality scoring, speech analytics, compliance monitoring, and automated coaching. Every conversation measured. No blind spots. No uncertainty.
Built in-house by ETSLabs. No vendor dependency. No licensed constraints.
The Shift
Legacy quality monitoring only sees 2–5% of interactions. QEval's contact center quality assurance software analyzes every customer conversation, giving you the complete picture of agent performance, compliance, and customer experience — across voice, chat, email, and messaging.
PLATFORM CAPABILITIES
QEval combines AI quality scoring, speech analytics, real-time coaching, predictive insights, compliance monitoring, and next-best-action recommendations into a single call center quality monitoring software platform.
Automated quality evaluation on every interaction using trained models that understand context, tone, and compliance requirements. Eliminates manual scoring bottlenecks and human bias.
Real-time voice analysis across tone, sentiment, silence patterns, talk time, and keyword detection. Identifies coaching moments during live calls and enables post-call insights for training.
Automatically generates personalized coaching assignments based on performance gaps, compliance violations, and coaching preferences. Directs coaching to highest-impact opportunities.
Executive dashboards show team-wide trends, individual performance progression, and predictive metrics. Drill into root causes, segment by agent or interaction type, and track improvement over time.
Continuous monitoring for regulatory violations (TCPA, HIPAA, PCI-DSS, GDPR). Alerts supervisors to breaches in real-time, maintains audit trails, and proves compliance to regulators.
Recommends actions for agents and supervisors based on real-time customer interaction data. Suggests follow-up outreach, knowledge articles, or escalation paths to improve outcomes.
Implementation
From integration to impact in a month. Deploy QEval without infrastructure changes, disruption, or massive IT effort.
Integrate your telephony, email, chat, and social channels in 30 days. Zero infrastructure changes. Works with Genesys, Five9, NICE, Avaya, Amazon Connect, and 80+ other systems.
QEval immediately processes 100% of customer interactions across all channels. AI models evaluate tone, sentiment, compliance adherence, and agent behavior in real-time.
Automated quality scoring replaces manual evaluation. Consistent, unbiased assessment against your compliance rules and quality standards. Every interaction measured the same way.
Coaching assignments route to supervisors. Compliance alerts trigger immediately. Predictive dashboards inform workforce management. Real-time insights drive continuous improvement.
Integrations
QEval integrates with your existing tech stack. From telephony platforms to CRM systems to business intelligence tools, we work with the systems you already use.
ROI Calculator
Model is grounded in documented client outcomes: 15% AHT reduction, 60% QA labor redeployment, and $4.7M in compliance penalties prevented across deployments.
All estimates are conservative. Actual client results range from 269% to 480% ROI depending on agent count, call complexity, and current QA maturity.
20-minute working session with an ETSLabs operator. No deck. No pitch.
The Full Stack Advantage
Paired with our operations expertise and proprietary Voice AI, it delivers outcomes no licensed QM software can match.
We Operate
QEval is built by operators who have run contact center programs for 22 years across telecom, healthcare, financial services, and insurance. Every feature reflects what a supervisor with a team of 20 actually needs — not what a product manager assumed they needed.
We Measure
QEval analyzes 100% of interactions across voice, chat, email, and messaging. No blind spots. No sampling errors. 2.5B+ interactions analyzed. 22 years without a compliance breach under HIPAA, PCI-DSS, TCPA, and GDPR.
We Engineer
QEval is built in-house by ETSLabs with zero vendor dependencies. ETSLabs owns the code. Features ship every 2–4 weeks. When something needs to change, it changes in weeks, not quarters.
The Difference
QEval brings together quality assurance, performance analytics, and operational insights into a single AI-driven platform—reducing manual effort and improving decision-making.
QEval deploys in 30 days without requiring months of customization. New features and enhancements are released every 2–4 weeks, enabled by ETSLabs’ full ownership of the platform.
With support for 80+ integrations, the architecture is designed for seamless, operations-first deployment. Its ownership-driven model enables faster innovation, greater flexibility, and long-term cost efficiency.
✓ Available ~ Partial or add-on required ✕ Not available. Based on published capabilities and client-reported deployments, 2025–2026.
How We Operate
Etech and ETSLabs are built on the principle that the best technology serves the people who use it. QEval was designed by leaders who started as frontline agents — not architects who have never taken a customer call.
QEval is deployed inside Etech's own contact center operations every day. Every feature is pressure-tested in a live environment before it ships. No beta programs. No untested roadmap promises.
QEval is an agent development system, not a monitoring platform. Every AI score, coaching assignment, and performance insight is designed to help agents grow, not document failure for HR.
Our support and implementation team includes former QA directors, supervisors, and WFM leads. When you work with ETSLabs, you're talking to people who have run a contact center floor — not a tier-1 support queue.
Industry Recognition
2025
International Customer Management Institute
International Customer Management Institute Recognized for AI-powered quality scoring and 100% interaction analysis that advances call center quality monitoring beyond traditional sampling methods.
2025
Contact Center Pulse
Contact Center Pulse Acknowledged for enterprise-grade contact center quality management software delivered by operational experts with zero vendor dependencies.
Case Study
A national broadband and telecommunications provider with 1,500 agents eliminated a $1.2M QA workforce cost and generated $5.7M in Year 1 capacity value.
The Problem
What QEval Deployed
Documented Outcomes
"QEval delivered more visibility in 28 days than 40 analysts had provided in three years. Our last regulatory audit was the cleanest we have run. We retained three program admins where we had forty reviewers, and the platform paid for itself before the end of Q1."
Client Outcomes
Contact center leaders across industries trust QEval to replace manual sampling with full-coverage performance intelligence.
We went from reviewing 3% of calls to understanding every conversation our team has. The coaching insights alone justified the investment within 60 days.
41pt QA improvement 28-day deployment
Compliance monitoring used to keep me up at night. QEval flags every potential violation in real time. Our last regulatory audit was the cleanest in eight years.
Zero violations post-deploy 100% interaction coverage
The ETSLabs team deployed QEval the same way they run their own operations. No theory, no slideware. They knew exactly what our supervisors needed from day one.
35% AHT reduction 4,200+ coaching assignments
Spend 20 minutes in a live QEval dashboard. See how your team is performing, where coaching is needed, and where opportunities exist. No extended sales process. Real results from real interactions
