evaluagent® Call Center AI Software

EvaluAgent is a company that offers advanced quality assurance solutions tailored for contact center operations. Grounded in the belief that enhancing the agent experience directly correlates to improved customer interactions, EvaluAgent leverages technology to streamline and optimize quality assurance processes. Launched by three co-founders with a rich background in the customer experience industry, EvaluAgent was created to address the challenges faced by contact center managers, particularly the time-consuming nature of reviewing customer interactions for quality assurance. The company has rapidly grown since its inception, expanding its offerings to meet the needs of a wide array of clients, ranging from Fortune 500 companies to mid-market business process outsourcers and technology firms.

EvaluAgent offers a suite of products designed to automate and enhance quality assurance and agent performance in contact centers. Their flagship platform, EvaluAgentCX, integrates AI-driven conversation intelligence and automated workflows to provide 100% coverage of customer interactions across multiple channels. This platform facilitates the auto-QA of conversations, identifying key moments and interactions that require attention, thereby improving QA efficiency and ensuring comprehensive interaction coverage. Through tools for real-time feedback, coaching, gamification, and training, EvaluAgent empowers agents to actively participate in their own improvement, driving a significant uplift in customer satisfaction and operational performance.

EvaluAgent.com offers a suite of features designed to enhance quality assurance processes, agent performance management, and customer experience in contact centers. The main features and services provided by EvaluAgent include:

1. **Call Analytics and Conversation Intelligence**: Leveraging machine learning and AI, EvaluAgent offers in-depth call analysis tools.

2. **Agent Performance Management**: Through features such as customer scoring and speech-to-text capabilities, EvaluAgent facilitates efficient monitoring and evaluation of agent interactions with customers, allowing for meaningful feedback and improvement.

3. **Quality Assurance Enhancements**: EvaluAgent has introduced innovative features such as Conversation Search, which allows users to search the content of conversations for specific keywords or phrases.

4. **Data Security with Redaction**: Keeping in mind the importance of compliance and data security, EvaluAgent provides a redaction feature which removes sensitive customer data from transcripts and tickets without sacrificing context.

5. **Improved Evaluation Processes**: The Side by Side Evaluation Screen has been redesigned for a more user-friendly interface, allowing evaluators to focus more on analyzing interactions without the need for excessive navigation. This screen integrates the conversation, its metadata, and the scorecard into a larger, more accessible view.

6. **Agent Improvement Workflows**: EvaluAgent’s platform includes tools for delivering targeted, semi-automated training and coaching programs designed to both improve agent performance and enhance the overall customer experience.

7. **Agent Engagement and Gamification**: The platform promotes agent engagement and motivation by providing real-time access to feedback, actions, and training records. Gamification elements further encourage agents to actively participate in their own improvement.

8. **AI Sentiment Analysis**: New to EvaluAgent, AI Sentiment Analysis helps in deriving insights about the emotional tone of conversations, providing valuable context for evaluators to understand the effectiveness of interactions better.

9. **Query Deadlines for Evaluation Scores**: This feature allows the setting of specific time limits for opening queries regarding evaluation scores, ensuring timely discussions and resolutions.

10. **Enhancements to e-Learning**: EvaluAgent’s e-Learning platform has been updated to include features like Quiz Battles, Open-Ended Questions, Quiz Timer, Quiz Pool, Video Progression, and Customizable Certificates, aiming to make learning more engaging and effective for agents.

EvaluAgent offers a Quality Assurance plan priced at $23 Cloud per month per user. Additionally, they provide an Add-On for One to Ones and Actions at $11 Cloud per month per user.

EvaluAgent's Quality Assurance and Performance Improvement Platform is utilized by a diverse range of customers across different industries. Clients include:

1. **Newstel GmbH**

2. **ECE Outsourcing**

3. **The Share Centre**

4. **Pinnacle**

5. **Atos**