Cepstral Reviews

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.

An API driven by Google's AI capabilities enables precise transformation of spoken language into written text. This technology enhances your content with accurate captions, improves the user experience through voice-activated features, and provides valuable analysis of customer interactions that can lead to better service. Utilizing cutting-edge algorithms from Google's deep learning neural networks, this automatic speech recognition (ASR) system stands out as one of the most sophisticated available. The Speech-to-Text service supports a variety of applications, allowing for the creation, management, and customization of tailored resources. You have the flexibility to implement speech recognition solutions wherever needed, whether in the cloud via the API or on-premises with Speech-to-Text O-Prem. Additionally, it offers the ability to customize the recognition process to accommodate industry-specific jargon or uncommon vocabulary. The system also automates the conversion of spoken figures into addresses, years, and currencies. With an intuitive user interface, experimenting with your speech audio becomes a seamless process, opening up new possibilities for innovation and efficiency. This robust tool invites users to explore its capabilities and integrate them into their projects with ease.

CereProc is excited to introduce CereWave AI, a groundbreaking neural text-to-speech system that employs advanced machine learning techniques. Now accessible via the CereVoice Cloud, CereWave AI offers speech that exceeds the naturalness found in current text-to-speech technologies, featuring extraordinary human-like emphasis and intonation. This state-of-the-art model generates audio waveforms from scratch, utilizing a deep neural network that has been rigorously trained on extensive speech datasets. During its training, the network effectively learns to embody the essential traits of different voices, allowing it to produce remarkably lifelike speech waveforms. In addition to crafting a voice that closely resembles human speech, CereWave AI provides extensive editing and customization options, enabling users to modify the speech for any language, gender, accent, or age demographic. Notably, while conventional text-to-speech systems typically need about 30 hours of recorded material, CereWave AI achieves high-quality voice synthesis with just 4 hours of data, marking a revolutionary shift in speech synthesis technology. This progress not only enhances accessibility but also broadens the scope of possibilities for developers and users, facilitating more innovative applications in various fields. As a result, CereWave AI positions itself as a game-changer in the realm of artificial speech generation.