QEval vs. Nixxis Contact Suite

Manual call center QA covers 1 to 5% of interactions. The other 95% goes unreviewed. QEval closes that gap with AI-powered quality assurance that scores every voice, chat, and email interaction automatically. The platform combines speech analytics, sentiment analysis, compliance monitoring, keyword detection, automated evaluation workflows, agent coaching tools, gamification, and 110+ analytics dashboards. Compliance includes PCI, HIPAA, and GDPR at 98% accuracy with real-time violation alerts. The scoring engine is trained on 138M+ contact center interactions and delivers 94% classification accuracy. Organizations deploy QEval in 30 days, three to four times faster than typical quality monitoring platforms. Etech Global Services developed QEval through 20+ years of operating contact centers for Fortune 500 clients in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA managers, CX directors, and operations leaders replacing manual QA. Additional capabilities include call recording and playback, screen capture for desktop activity review, customizable evaluation scorecards, QA calibration sessions to ensure scoring consistency across evaluators, and dispute management workflows for agents to challenge scores. The platform supports omnichannel quality monitoring with unified scoring across phone, chat, email, and social media interactions. Supervisors access real-time dashboards to monitor live calls and intervene when needed. Automated alerts flag compliance risks, negative sentiment spikes, and performance drops instantly. Role-based permissions, audit logging, and end-to-end encryption meet enterprise security requirements. QEval connects with CRM, ACD, workforce management, and telephony systems through API integrations. Multi-site and multilingual support enables centralized QA management across geographically distributed contact center operations.

A wide array of communication channels—including Voice, Chat, Email, SMS, WhatsApp, Facebook, Instagram, Twitter, LinkedIn, Appstores, Forms, and Blogs—are adeptly overseen by either your Representatives or our Bots, guaranteeing that customer requirements are fulfilled while interpreting their intents to deliver meaningful insights that improve their overall experience. Through the incorporation of artificial intelligence, we enhance automation processes, ensuring that both Customers and Agents engage in seamless and harmonious interactions. With machines tailored to support your needs, there is every reason to harness their potential, which can elevate your productivity by as much as 300%. Our distinguished reputation for providing a Telecom-grade platform has crossed numerous international boundaries, gaining the confidence of significant entities in the Telecom, Energy, and Banking & Finance sectors to protect their most treasured asset: customer relationships. This unwavering dedication to exceptional service is precisely what differentiates us in a fiercely competitive market, demonstrating our commitment to ongoing innovation. As we continue to evolve, we remain focused on enhancing our offerings to better serve our clients’ changing needs.