QEval™ Featured as Leading on CMP Prism for Automated QA/QM and Core Performing for Customer Analytics & Insights

QEval™ by ETS Labs is a Leading provider in Automated QA/QM and a Core Performing provider in Customer Analytics & Insights on the independent CMP Prisms.

NACOGDOCHES, TX, UNITED STATES, October 19, 2026 /EINPresswire.com/ — QEval™ by ETS Labs, an Etech Global Services company, proudly announces its placement on two CMP Prisms: CMP Prism for Automated QA/QM and CMP Prism for Customer Analytics & Insights. The CMP Prism is an independent, analyst-led evaluation framework that benchmarks customer contact technology solutions against industry standards. CMP Prisms are updated twice annually to reflect the latest advancements, provider performance, and market shifts in customer contact technology.

These latest Prisms highlight QEval™ as a Leading provider in Automated QA/QM and a Core Performing provider in Customer Analytics & Insights for customer contact and customer experience (CX) professionals aiming to optimize their technology investments with confidence.

The CMP Prism for Automated QA/QM evaluated eighteen solution providers, and the CMP Prism for Customer Analytics & Insights evaluated nineteen, including QEval™ in both. Each Prism segmented providers into five categories: pioneering, leading, core performing, up & coming, and emerging using analyst analysis, user feedback, and marketplace data across ten investment criteria.

“I’m proud of the ETS Labs team and everyone at Etech who has put in the work behind QEval™,” said Matt Rocco, CEO of Etech Global Services. “We built QEval™ from inside our own contact centers, so it has to solve real problems for the people who use it every day: quality teams, coaches, and the agents they support. Placement on two independent Prisms is encouraging, and it also holds us accountable. We will keep listening to our clients, find the root cause wherever we fall short, and get after it together.”

“Contact center leaders ask two things of a quality program: whether it is accurate, and what it tells them about their customers,” said Jim Iyoob, President of ETS Labs and Chief Revenue Officer of Etech Global Services. “Independent placement on both Prisms gives buyers a reference point for how QEval™ compares with the field in Automated QA/QM and Customer Analytics. We will keep investing in both, and in the human review of AI scoring that keeps the results dependable.”

Nicole Kyle, Chief Product Officer of CMP, adds, “CMP Prism benchmarks solutions against industry standards, supported by CMP analysts who contextualize what matters most to your organization. CMP Prism was created to evaluate solution providers like QEval™ to take the guesswork out of tech decisions, replacing vendor spin with objective, research-backed benchmarks.”

The CMP Prism helps enterprise leaders and tech buyers evaluate solutions and helps providers that are looking to prove their position in the market. CMP also releases Prisms across other strategic technology categories, including chatbots/virtual agents, voicebot/conversational IVR, workforce management, and real-time agent assist.

For a full summary, download the CMP Prism for Automated QA/QM whitepaper summary.

About CMP
CMP is the customer contact research company.
We give leaders clarity, providers credibility, and the industry direction. Independent and trusted, our research powers every corner of the field with actionable insight. Everything the industry needs to move forward, all in one place. For more information, visit www.customermanagementpractice.com.

About Etech Global Services
Etech Global Services is a certified MBE-owned contact center and CX technology partner with 25 years of enterprise operating history and a zero data breach record. Managing customer interactions across contact centers in the United States, Jamaica, and India, Etech serves enterprises in telecom, financial services, healthcare, and technology. Etech’s integrated model combines large-scale contact center operations with QEval^®, its proprietary interaction intelligence platform, and ETS Labs, its AI and software development team. Learn more at https://qeval.ai/ and etechgs.com.

About ETS Labs
ETS Labs by Etech Global Services analyzes over 2 billion customer interactions annually, delivering AI-driven insights that improve quality, performance, and customer experience. Built from decades of operational expertise, ETS Labs transforms what works in real contact center environments into deployable AI that drives measurable business results. Learn more at https://etslabs.ai/.

Veronica Chimney
Etech Global Services
+1 936-559-2200

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