QEval review
A broad contact-center QA and compliance platform with deep omnichannel analysis.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
QEval is an enterprise contact-center performance management platform from ETS Labs, an applied AI division of Etech Global Services LLC. It is designed for contact centers that need automated interaction evaluation, quality scorecards, compliance monitoring, coaching, and performance analysis across voice, chat, email, and SMS. The platform also supports human agents, AI agents, and hybrid interactions, with capabilities spanning sentiment detection, CSAT intelligence, gamification, case-notes analysis, and business intelligence.
QEval uses a contact-sales pricing model, with fees quoted in an order form or MSA. Its scope is broader than a voice-only analytics tool: automated evaluations can work alongside real-time agent assistance, supervisor monitoring, private mid-call coaching, screen capture, desktop process analysis, and coaching lifecycle workflows. Compliance features include monitoring and pre-transcription PII/PHI redaction. Buyers should also review data-retention terms because retention varies by data type.
The platform fits established contact-center environments through integrations with Genesys Cloud, NICE CXone, Five9, Amazon Connect, Avaya, Cisco Webex Contact Center, Salesforce, ServiceNow, Zendesk, Snowflake, Google BigQuery, and Amazon S3. REST API, webhooks, SFTP, Amazon S3, and Azure Blob connectivity extend its ecosystem fit. QEval is a strong choice for organizations seeking one platform for QA, compliance, coaching, analytics, and operational insight; teams wanting open-source deployment or a narrower, self-directed tool should look elsewhere.
QEval pros and cons
- Where it wins
- Automated scorecards, compliance monitoring, and pre-transcription PII/PHI redaction
- Analyzes voice, chat, email, and SMS with sentiment and conversation intelligence
- Integrates with major contact-center, CRM, analytics, and data platforms
- Where it doesn't
- Contact-sales pricing requires an order form or MSA
- Platform access is centered on web and API
- Retention varies by data type and requires review during contracting
QEval fact sheet, pricing and score →
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