QEval lands on two CMP Prisms for QA and customer analytics

QEval by ETS Labs, an Etech Global Services company, was named a Leading provider in Automated QA/QM and a Core Performing provider in Customer Analytics & Insights on independent CMP Prisms released Oct. 19, 2026. The placement gives contact center buyers a benchmark for evaluating QEval against other vendors in two fast-growing technology categories.

Why it matters: - QEval's placement on two independent CMP Prisms gives enterprise buyers a third-party benchmark for evaluating automated quality assurance and customer analytics tools. - The rankings matter for contact center and CX teams trying to compare vendors against industry standards before making technology investments. - CMP updates its Prism evaluations twice a year, so the placement reflects current market performance rather than a one-time review.

What happened: - QEval by ETS Labs, an Etech Global Services company, was named a Leading provider in Automated QA/QM and a Core Performing provider in Customer Analytics & Insights. - CMP released the latest Prism evaluations on Oct. 19, 2026. - The CMP Prism for Automated QA/QM reviewed 18 solution providers. - The CMP Prism for Customer Analytics & Insights reviewed 19 providers, including QEval in both assessments. - CMP segment providers into five groups: pioneering, leading, core performing, up & coming and emerging.

The details: - CMP said the evaluations use analyst analysis, user feedback and marketplace data across 10 investment criteria. - The Prism framework is designed to benchmark customer contact technology solutions against industry standards. - QEval was highlighted as a leading option for Automated QA/QM and a core-performing option for Customer Analytics & Insights. - Etech Global Services CEO Matt Rocco said QEval was built from inside the company's own contact centers to solve real problems for quality teams, coaches and agents. - Jim Iyoob, president of ETS Labs and chief revenue officer of Etech Global Services, said the company will keep investing in automated QA/QM, customer analytics and human review of AI scoring. - Nicole Kyle, chief product officer of CMP, said the Prism is meant to replace vendor spin with objective, research-backed benchmarks.

Between the lines: - The dual placement signals that QEval is trying to compete on both operational quality control and customer insight generation, not just one use case. - The comments from Etech leadership suggest the company sees external validation as both a marketing signal and a performance check. - CMP's inclusion of multiple categories such as chatbots, voicebot/conversational IVR, workforce management and real-time agent assist shows the firm is positioning Prism as a broader buying guide for contact center technology.

What's next: - Etech Global Services said it will keep listening to clients and address shortcomings as part of its product improvement cycle. - Buyers can download the CMP Prism for Automated QA/QM whitepaper summary for more detail. - CMP is expected to continue updating Prism categories as the customer contact market shifts.