
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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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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Paraspeech
Paraspeech is an innovative speech-to-text application designed for Mac and iOS that effortlessly converts spoken ideas into organized text using an intuitive process of holding a button, speaking, and then releasing. For Mac users, the procedure involves pressing and holding a designated hotkey within the app at the desired writing location, speaking in a natural tone, and then releasing the key; Paraspeech then processes the captured audio and strives to insert the text directly into the currently active field, utilizing clipboard support for areas that do not accept direct input. Users with Apple Silicon Macs benefit from supported local speech modes, enabling transcription directly on the device and offline functionality after initial configuration, while various cloud-based options remain accessible based on the chosen backend. The application features swift local models that cater to multiple languages, including English, Japanese, Mandarin Chinese, and offers dictation support for 25 languages, while the Multilingual Large model expands its reach to over 100 languages where feasible. Moreover, the AI Rewriting feature can refine lengthy, disorganized speech into more polished and properly formatted text, utilizing either Cloud Cleanup or an on-device rewrite model when supported, thus enhancing the overall user experience. This dual functionality positions Paraspeech as a versatile tool for anyone seeking to streamline their writing process through voice.
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DictaFlow
DictaFlow is an innovative dictation application compatible with Windows, Mac, iPhone, and Android through Telegram that transforms disorganized speech into polished text seamlessly, wherever the cursor is positioned. By holding down a designated keyboard shortcut, mouse button, or VDI-safe trigger, individuals can speak in a natural manner and release the button to have their words directly inserted into a variety of platforms such as emails, documents, IDEs, electronic health records, web browsers, terminals, notes, and remote desktops. This app is specifically designed to tackle the messy aspects of dictation, accommodating names, acronyms, coding terminology, pharmaceutical names, clinical shorthand, legal language, various accents, and more than 100 languages. DictaFlow is adept at handling mid-sentence corrections, allowing phrases like “actually” and “I mean” to be spoken without disrupting the flow of conversation, while its AI-driven cleanup feature can convert rough verbal input into emails, bullet points, code comments, meeting notes, prompts, or well-formatted text in real-time. Additionally, users can easily highlight text within applications like Word, Slack, or VS Code and then utilize voice commands to modify it, making DictaFlow a versatile tool for enhancing productivity. This comprehensive functionality ensures that users can dictate with confidence and efficiency, streamlining their workflow significantly.
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