CallMiner Eureka Integrations

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.

Amazon Connect stands out as an intuitive cloud-based contact center that supports multiple communication channels, empowering organizations to provide outstanding customer service while effectively managing costs. More than ten years ago, Amazon's retail sector recognized the need for a contact center that would facilitate personalized, engaging, and seamless interactions with customers, but after failing to find a suitable solution, we took the initiative to develop one ourselves. This groundbreaking platform is now available to a wide range of businesses, with thousands of companies employing Amazon Connect to serve millions of customers daily, regardless of whether they have ten or tens of thousands of agents. Designed from the ground up to be omnichannel, Amazon Connect guarantees a seamless experience for both customers and agents across voice and chat interactions. It comes equipped with a complete suite of tools for skills-based routing, comprehensive real-time and historical analytics, and user-friendly management capabilities, all offered through a flexible pay-as-you-go pricing structure. This model not only optimizes contact center operations but also boosts agent productivity while dramatically lowering expenses. With its extensive array of features, Amazon Connect is transforming how businesses engage with their customers, leading to improved satisfaction and loyalty. As organizations continue to embrace this innovative solution, the future of customer interaction looks increasingly promising.

Operata is an innovative platform tailored for cloud contact centers, utilizing artificial intelligence to improve the observability of customer experiences by continuously collecting and examining real-time data from various interaction facets, such as calls, agent environments, networks, CCaaS, and AI engagements; this all-encompassing method provides teams with a thorough understanding of both customer and agent experiences, allowing them to not only recognize the events that transpired but also uncover the root causes and respond swiftly. Its notable features include a unified CX Insights Graph that correlates different technical, operational, and experiential signals, along with CX Copilot and Agent Copilot—intelligent assistants powered by Tenor AI that support natural language inquiries and deliver immediate recommendations. Furthermore, the platform offers Customer Journey Trace for mapping complete interaction sequences across multiple channels, pre-configured playbooks and dynamic dashboards for obtaining timely insights, performance benchmarking tools for readiness testing and assurance, compatibility with over 50 CX and voice systems, and an MCP Server that incorporates observability data into wider enterprise AI frameworks. By providing such a comprehensive array of tools, Operata significantly empowers organizations to refine their customer service strategies and elevate overall satisfaction levels. Ultimately, this multifaceted solution not only streamlines operations but also fosters a deeper connection between customers and agents.

Effective oversight is essential for the success of a call center; however, relying on traditional manual monitoring methods can prove to be both laborious and inefficient. Additionally, numerous call analytics platforms demand considerable financial investment and specific technical know-how. To address these issues, ICAP® (Integrated Call Analytics Platform) offers an AI-powered call monitoring solution that stands out as more budget-friendly compared to competitors. Partnering with CallMiner, we have crafted a speech analytics system that automates the monitoring process while delivering unbiased assessments for each call. This empowers businesses to pinpoint crucial calls needing attention while greatly reducing dependence on internal monitoring resources. With its innovative capabilities, ICAP not only optimizes call center operations by enhancing productivity and reducing costs, but it also makes advanced technology more accessible for businesses of varying sizes. Furthermore, when integrated with our call monitoring KPO, ICAP® eliminates the need for an in-house team by automatically providing performance analytics to managers, supervisors, and agents, which streamlines operations and enhances decision-making processes. This approach not only improves efficiency but also fosters a data-driven culture within the organization, ensuring that every call is utilized for continuous improvement.

The Azure Marketplace operates as a vast digital platform, offering users access to a multitude of certified software applications, services, and solutions from Microsoft along with numerous third-party vendors. This marketplace enables businesses to efficiently find, obtain, and deploy software directly within the Azure cloud ecosystem. It showcases a wide range of offerings, including virtual machine images, frameworks for AI and machine learning, developer tools, security solutions, and niche applications designed for specific sectors. With a variety of pricing options such as pay-as-you-go, free trials, and subscription-based plans, the Azure Marketplace streamlines the purchasing process while allowing for consolidated billing through a unified Azure invoice. Additionally, it guarantees seamless integration with Azure services, which empowers organizations to strengthen their cloud infrastructure, improve operational efficiency, and accelerate their journeys toward digital transformation. In essence, the Azure Marketplace is crucial for enterprises aiming to stay ahead in a rapidly changing technological environment while fostering innovation and adaptability. This platform is not just a marketplace; it is a gateway to unlocking the potential of cloud capabilities for businesses worldwide.