AmplifAI Quality Assurance vs QEval

AmplifAI Quality Assurance transcribes and scores customer interactions, linking quality findings to coaching, performance, and recognition workflows. It covers voice, chat, email, surveys, and AI agent conversations, with routine contacts scored automatically and complex interactions flagged for human review. Quality teams can use customizable evaluation forms, calibration, reporting, and dispute and appeal trails. Low scores or automatic failures can trigger coaching; standout interactions can prompt recognition. The platform also analyzes sentiment, intent, topics, and behavior to surface trends and root causes, and checks interactions for compliance misses and risky behavior. For AI agents, it evaluates resolution, compliance, and customer experience. AmplifAI describes more than 150 data-source integrations, including Five9, Genesys, NICE CXone, Salesforce, Zendesk, and Calabrio. Deployment options include cloud-first, on-premise, and private cloud, including a customer's cloud infrastructure. The company says it redacts sensitive information before AI processing, encrypts data in transit and at rest, and does not store call recordings long-term. Pricing is on request.

QEval is a contact-center performance management platform for scoring conversations and supporting agent assistance, compliance, coaching, and analytics. It evaluates human agents, AI agents, voice bots, chat copilots, and IVR flows. Supported inputs include voice, chat, email, SMS, social, tickets, CRM records, surveys, agent notes, and AI-agent transcripts. During calls, real-time agent assist can surface compliance prompts, de-escalation scripts, next-best actions, and knowledge-base articles. Other capabilities include speech analytics, screen-capture review, CSAT intelligence, business intelligence, gamification, and case-note analysis. QEval says its proprietary Mixture-of-Experts scoring has a contractual classification-accuracy commitment of 94% or higher and makes no third-party foundation-model calls in the scoring path. It lists more than 80 pre-built connectors and exchange options including REST API, webhooks, SFTP, Amazon S3, and Azure Blob Storage, with no per-connector fees. Pricing is quoted per deployment. QEval states a deployment window within 30 days and a 60-day exit clause without penalty. The platform is built by ETS Labs, the applied AI division of Etech Global Services.