Your workforce is equipped with all the resources necessary to perform their tasks efficiently. iTacit transcends the typical employee application, providing frontline staff with seamless access to communication without the need for email, as well as a social intranet, digital forms, checklists, and various other essential tools. Enhancing engagement begins at the hiring stage and continues through effective employee retention strategies. With iTacit, you can simplify the processes of recruitment, onboarding, training, and establishing performance benchmarks. Monitor your team's growth effectively while furnishing them with the necessary tools and training for success. The platform not only minimizes the need for face-to-face training but also ensures compliance and offers personalized learning tracks for each employee. Collaborating across multiple teams, especially with a large frontline workforce, can be challenging, yet your organization’s success, along with customer satisfaction, hinges on maintaining a proficient workforce. This reality means you will inevitably encounter obstacles related to the segmentation of communications, the management of compliance documentation, and other administrative responsibilities that arise in a dynamic work environment. Ultimately, iTacit empowers your business to face these challenges head-on, fostering a culture of continuous improvement and adaptability.
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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.
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Engagedly
Engagedly is a dynamic and rapidly growing provider of performance management solutions that has garnered recognition for its achievements. Their People + Strategy platform, rooted in extensive research and established best practices, is revolutionizing performance management to drive successful outcomes for organizations globally. The E3 platform integrates talent enablement, effective business strategy execution, and employee engagement into one user-friendly software solution. With over 300 clients worldwide, Engagedly supports high-performance organizations in aligning their people and strategies to foster success. Their innovative approach ensures that organizations can navigate the complexities of performance management with greater ease and efficiency.
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StoryShare Learn
Our award-winning mobile learning and engagement platform is designed to provide timely content that fits seamlessly into the workflow. With features like mobile video and interactive quizzes, it fosters ongoing learning and offers essential tools for frontline team members. Particularly suitable for organizations with over 250 staff, our solution excels in delivering scalable and rapid results. To gauge the influence of learning and engagement on both your organization and its employees, we collect in-depth user feedback. Our acclaimed communication app ensures that your entire workforce is engaged, facilitating measurable outcomes. StoryShare enhances frontline performance through video, achieving results that are unattainable with traditional corporate training methods. By offering relevant and easily accessible video learning resources, we empower your frontline workforce. This not only boosts productivity, sales, and customer satisfaction but also helps to reduce absenteeism and employee turnover. Additionally, we provide actionable insights that align with your key performance indicators, ultimately driving higher training engagement and effectiveness. Embracing our platform means investing in the future of your organization’s learning and development strategy.
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