Genesys Cloud Quality Management vs QEval

Genesys Cloud Quality Management9.1Visit QEval8.7Visit

Higher score Genesys Cloud Quality Management #4 in Customer Service QA Software 9.1/10 From $75/user/mo (annual) ✓ 0 of 5 features Visit Genesys

vs

QEval #7 in Customer Service QA Software 8.7/10 Pricing on request ✓ 0 of 5 features Visit QEval

• Genesys Cloud Quality Management fits best

  Contact centers needing live QA and coaching

• QEval fits best

  Contact centers needing broad analytics and data

Advertiser disclosure: iTechGuides is reader-supported. We may earn a commission when you click some links. How we rank.

Side by side

Feature	Genesys Cloud Quality Management 9.1/10 Visit ↗	QEval 8.7/10 Visit ↗
At a glance
Editor score	9.1	8.7
Ranking	#4 in Customer Service QA Software	#7 in Customer Service QA Software
Best for	Contact centers needing live QA and coaching	Contact centers needing broad analytics and data
Pricing model	Paid	Paid
Starting price	$75/user/mo	Not published
Free plan	—	Not published
Free trial	—	—
Deployment	Cloud	Cloud
Platforms	Web	Web
Support	Phone, Tickets, Community, Docs	Email, Phone
Compliance	SOC 2, GDPR, HIPAA, SSO/SAML, 2FA	SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS
Integrations	5 integrations	80+ integrations
Built for	Small business, Mid-market, Enterprise	Mid-market, Enterprise
Features Genesys Cloud Quality Management 0/5 · QEval 0/5
Automated scoring	Not published	Not published
Automated sampling	Not published	Not published
Custom scorecards	Not published	Not published
Agent coaching	Not published	Not published
QA analytics	Not published	Not published
Specs
Interaction channels	Not published	Not published
Our review
Pros	Monitors live calls and chats with coaching and whispering Combines AI-assisted scoring, transcription, sentiment and topic analysis Records voice and digital interactions, including screen recordings on CX1	Evaluates voice, chat, email, and SMS with automated scorecards and sentiment analysis. Pairs compliance monitoring and PII/PHI redaction with coaching and real-time assistance. Connects to contact-center, CRM, and data platforms, with 80 integrations listed.
Cons	Quality Management is included from CX2; CX1 requires an add-on CX1 starts at $75 per user monthly with annual billing Its broad CX suite may exceed the needs of teams seeking standalone QA	Pricing is quoted through an order form or MSA rather than published. Its breadth may exceed the needs of teams seeking only basic quality scoring. Cloud deployment may not suit organizations requiring another deployment model.
Our verdict	Genesys Cloud Quality Management brings live interaction monitoring, recording, evaluations and conversation analytics into the Genesys Cloud CX contact-center platform. It suits teams that want supervisors to review calls and chats, coach… Read the review →	QEval is an enterprise contact-center performance management platform from ETS Labs, an applied AI division of Etech Global Services LLC. It is aimed at mid-market and enterprise teams that want to analyze customer interactions across… Read the review →

Strengths and trade-offs

• Genesys Cloud Quality Management — where it wins

  • Monitors live calls and chats with coaching and whispering
  • Combines AI-assisted scoring, transcription, sentiment and topic analysis
  • Records voice and digital interactions, including screen recordings on CX1

  Where it doesn't

  • Quality Management is included from CX2; CX1 requires an add-on
  • CX1 starts at $75 per user monthly with annual billing
  • Its broad CX suite may exceed the needs of teams seeking standalone QA

• QEval — where it wins

  • Evaluates voice, chat, email, and SMS with automated scorecards and sentiment analysis.
  • Pairs compliance monitoring and PII/PHI redaction with coaching and real-time assistance.
  • Connects to contact-center, CRM, and data platforms, with 80 integrations listed.

  Where it doesn't

  • Pricing is quoted through an order form or MSA rather than published.
  • Its breadth may exceed the needs of teams seeking only basic quality scoring.
  • Cloud deployment may not suit organizations requiring another deployment model.

• Genesys Cloud Quality Management9.1/10 · From $75/user/mo (annual)

  A broad contact-center suite with live QA and analytics, sold through Genesys Cloud CX plans.

  Visit GenesysFull verdict →
• QEval8.7/10 · Pricing on request

  Broad interaction QA, analytics, coaching, and compliance for mid-market and enterprise contact centers.

  Visit QEvalFull verdict →