Dovetail: Customer insights platform that centralizes interviews and feedback, with AI transcription, analysis, search, and a research repository. QEval: QEval is an AI contact center quality assurance platform that transcribes and scores customer conversations across voice, chat, email, and SMS against customizable scorecards. Which one wins depends on your platform mix, budget, and how hands-off you want notes to be.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Dovetail when transcribing and analyzing user research interviews matters most, and QEval when real-time compliance monitoring and de-escalation support during live customer calls matters most. Trial each on a few real meetings before you commit — the better fit usually shows fast.
Customer insights platform that centralizes interviews and feedback, with AI transcription, analysis, search, and a research repository.
QEval is an AI contact center quality assurance platform that transcribes and scores customer conversations across voice, chat, email, and SMS against customizable scorecards.
Dovetail is a customer insights and research platform that centralizes qualitative data from user interviews, sales calls, support tickets, and research studies into a single repository powered by AI. Teams can upload or import interview recordings and let Dovetail handle AI transcription, then analyze the material to turn raw feedback into structured intelligence. Its AI capabilities include automatic analysis, AI chat and search across customer data, AI dashboards that visualize trends alongside business metrics, and AI docs for creating shareable outputs. The research repository organizes studies, transcripts, tags, and highlights so insights remain searchable and reusable across projects, and highlight reels let teams clip and share video evidence of key moments. Dovetail supports transcription in multiple languages and includes redaction of sensitive information for privacy. It connects to other tools through integrations and an API so customer signals can flow across a team's stack. Used by product, design, research, and customer experience teams, Dovetail aims to replace assumption-based decisions with evidence drawn directly from customer conversations and feedback. Pricing varies by plan. Check the official website for current pricing.
Best suited for
QEval, built by Etech Global Services, is an AI-powered contact center quality assurance and performance management platform. It automatically transcribes recorded and live customer interactions across voice, chat, email, and SMS channels, then applies speech analytics, sentiment detection, and topic classification to evaluate every conversation against customizable quality scorecards rather than a small manual sample. Built for contact center QA teams, compliance officers, and operations leaders, it converts interactions into searchable transcripts in near real time, scoring both human and AI agents. QEval includes real-time agent assist that surfaces compliance prompts and de-escalation guidance during live calls, automated PCI/HIPAA/GDPR compliance monitoring with PHI/PII redaction, and coaching workflows with analytics and gamification to drive agent improvement. A flexible scorecard builder supports numeric, weighted, blind, and holistic scoring formats. Distinct from generic LLM wrappers, QEval emphasizes a proprietary multi-expert evaluation architecture, vendor-neutral scoring of third-party AI agents, and a roughly 30-day deployment timeline aimed at enterprise contact centers.
Best suited for
Dovetail is a free tier with paid upgrades (freemium); QEval is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Dovetail | QEval |
|---|---|---|
| Core capability | AI transcription of interview and meeting recordings | Automated transcription of recorded and live calls into searchable text via speech analytics |
| Standout feature | Automatic analysis that turns raw feedback into structured insights | Customizable quality scorecards (numeric, weighted, blind, and holistic scoring formats) |
| Team usage | AI chat and search across all customer data | Evaluation across 100% of voice, chat, email, and SMS interactions instead of manual samples |
| Integrations | Research repository for transcripts, tags, and highlights | Real-time agent assist with live compliance prompts and de-escalation guidance |
| Languages & capture | Highlight reels and video clips of key moments | Compliance monitoring for PCI, HIPAA, and GDPR with PHI/PII redaction |
| Best-fit workflow | AI dashboards, AI docs, and sensitive-information redaction | Scoring of both human agents and third-party AI agents, plus coaching, analytics, and gamification |
Dovetail
Choose Dovetail if you need transcribing and analyzing user research interviews — strengths include centralizes interviews and feedback from many sources in one repository.
QEval
Choose QEval if you need automating quality monitoring and scoring of agent customer interactions at scale — strengths include transcribes and analyzes 100% of interactions across multiple channels rather than a sampled subset.
Dovetail
QEval
It depends on your workflow. Dovetail is strong for transcribing and analyzing user research interviews, while QEval is strong for automating quality monitoring and scoring of agent customer interactions at scale. Both transcribe and summarize meetings.
Dovetail is a free tier with paid upgrades and QEval is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Often yes: teams combine tools when one handles capture and another handles analysis.
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