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Ratings and Reviews 12 Ratings
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QEvalManual 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.
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What is Viable?
In the past, our approach to analyzing qualitative data required extensive manual effort and was quite time-consuming. However, with the advent of AI technology, we can now seamlessly identify key insights. Rather than relying solely on basic sentiment analysis, we provide a thorough weekly report that showcases the most important compliments, complaints, questions, and requests, all categorized by their volume and urgency. Each theme we uncover not only monitors changes over time but also presents a comprehensive summary, urgency rating, pertinent product sub-themes, user demographics, and further insights. This adaptable tool can be utilized across diverse sources, including sales call transcripts, customer support interactions, market research, employee feedback, and more. Importantly, our platform supports an unlimited number of users and integrations at all pricing tiers, making it accessible for organizations of any size. To initiate the process, you simply need a minimum of 500 data points. Each section of the report provides insights into the individuals involved in those conversations, ensuring a personalized approach. The AI harnesses customer attributes and metadata to conduct thorough analyses, delivering recommendations based on factors such as NPS scores, customer segments, geographic locations, and more, reflecting the analytical prowess of a human expert. This evolution not only simplifies our workflows but also deepens our comprehension of customer feedback in ways that were previously impossible. Moreover, this advancement fosters a more data-driven decision-making process, enabling businesses to respond more effectively to customer needs.
What is COSTAQDA?
Highlighted Attributes:
1. Coding: COSTAQDA offers a comprehensive coding platform that empowers researchers to efficiently categorize and tag qualitative data. It accommodates a variety of coding styles, such as descriptive, narrative, in vivo, and emotion coding, making it versatile for different research approaches.
2. Ordering/Organizing: This software allows users to systematically arrange their coded data. Researchers can classify codes into hierarchies, categories, or themes, which is essential for grasping intricate relationships within the data and facilitates more profound analysis.
3. Theme Discovery: COSTAQDA is equipped with sophisticated tools for discovering and extracting themes from coded data. This capability for thematic analysis aids researchers in identifying patterns and insights that are vital for arriving at significant conclusions in qualitative research.
4. Testing Analysis: The platform also features a Testing Analysis component that assists in validating research findings. It offers an Inter-Coder Reliability test based on Cohen's Kappa, which helps ensure consistency and mitigate bias in coding, especially in collaborative research efforts. In addition, this feature enhances the overall reliability of the research process, allowing for more credible outcomes.
Integrations Supported
Delighted
Front
GPT-4
GitHub
Intercom
Nekton.ai
Pendo
Salesforce
SurveyMonkey
Typeform
Integrations Supported
Delighted
Front
GPT-4
GitHub
Intercom
Nekton.ai
Pendo
Salesforce
SurveyMonkey
Typeform
API Availability
Has API
API Availability
Has API
Pricing Information
$600 per month
Free Trial Offered?
Free Version
Pricing Information
$80
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Viable
Date Founded
2020
Company Location
United States
Company Website
www.askviable.com
Company Facts
Organization Name
Global Centre for Academic Research
Date Founded
2019
Company Location
South Africa
Company Website
www.vleresearch.net
Categories and Features
Artificial Intelligence
Chatbot
For Healthcare
For Sales
For eCommerce
Image Recognition
Machine Learning
Multi-Language
Natural Language Processing
Predictive Analytics
Process/Workflow Automation
Rules-Based Automation
Virtual Personal Assistant (VPA)
Qualitative Data Analysis
Annotations
Collaboration
Data Visualization
Media Analytics
Mixed Methods Research
Multi-Language
Qualitative Comparative Analysis
Quantitative Content Analysis
Sentiment Analysis
Statistical Analysis
Text Analytics
User Research Analysis
Categories and Features
Qualitative Data Analysis
Annotations
Collaboration
Data Visualization
Media Analytics
Mixed Methods Research
Multi-Language
Qualitative Comparative Analysis
Quantitative Content Analysis
Sentiment Analysis
Statistical Analysis
Text Analytics
User Research Analysis