QEval
Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations.
Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention.
Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount.
QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations.
API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.
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Google Cloud Speech-to-Text
An API powered by Google's AI technology allows you to accurately convert speech into text. You can accurately caption your content, provide a better user experience with products using voice commands, and gain insight from customer interactions to improve your service. Google's deep learning neural network algorithms are the most advanced in automatic speech recognition (ASR). Speech-to-Text allows for experimentation, creation, management, and customization of custom resources. You can deploy speech recognition wherever you need it, whether it's in the cloud using the API or on-premises using Speech-to-Text O-Prem. You can customize speech recognition to translate domain-specific terms or rare words. Automated conversion of spoken numbers into addresses, years and currencies. Our user interface makes it easy to experiment with your speech audio.
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Rosetta Stone
Mastering business languages empowers employees to express themselves effectively. The journey of acquiring a new business language requires dedicated practice. Rosetta Stone facilitates immediate communication, enabling employees to hone their pronunciation swiftly. This preparation ensures they can advocate for themselves and represent your business proficiently. Language acquisition thrives when individuals engage with all aspects of their new language—listening, speaking, reading, and writing. Our Dynamic Immersion® technique fosters confidence in language use from the very first lesson. Many learners hesitate to speak due to the fear of making errors. Our TruAccent™ speech engine allows employees to refine their pronunciation, boosting their confidence for business conversations. Transitioning from structured lessons to engaging with colleagues and clients is a significant step. To support this transition, tutoring sessions with native speakers offer practical conversation experience, helping learners become fluent and comfortable in their new language. This comprehensive approach not only enhances language skills but also fosters a collaborative workplace environment.
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Language Confidence
Language Confidence is an innovative AI-based platform that streamlines the evaluation and testing of spoken English, delivering precise, instantaneous feedback along with comprehensive scoring across various dimensions such as pronunciation, fluency, grammar, vocabulary, and relevance, all supported by unique AI models tailored for learners of diverse linguistic backgrounds. Central to its offerings is a collection of scalable, RESTful APIs that can be directly embedded into educational platforms, applications, or systems, facilitating the assessment of spoken English and providing intricate metrics that analyze pronunciation quality down to individual phonemes, fluency and speech patterns, grammar intricacies and mistakes, as well as vocabulary application, all benchmarked against established standards like CEFR and IELTS. Additionally, Language Confidence features SnapShot AI, a cutting-edge English placement test that instantly delivers CEFR results, making it an ideal tool for screening students or applicants and designed for smooth incorporation into various workflows. The suite of APIs also encompasses various assessment modes, including options for pronunciation alone, scripted reading, and more, ensuring flexibility and comprehensive evaluation tailored to individual needs. Overall, Language Confidence represents a significant advancement in language assessment technology, aiming to enhance the learning experience for users worldwide.
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