Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
EvaluAgent is a customer service platform that uses AI-driven insights to automate Quality Assurance and agent improvement, enhancing customer experience and operational efficiency.
EvaluAgent is a customer service platform that uses AI-driven insights to automate Quality Assurance and agent improvement, enhancing customer experience and operational efficiency.
Evaluagent offers a unified platform for automated quality assurance (QA), agent engagement, and performance management. Built for contact centers, the platform combines conversation intelligence, AI-assisted evaluation, gamification, and integrated coaching to improve CSAT and agent efficiency.
Company Differentiation
Single platform combining QA, coaching, and LMS
High degree of customization and stakeholder control
Proven ROI through CSAT, AHT, and repeat call reduction
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For contact centers seeking to enhance quality assurance and agent performance management, CXponent offers expert guidance to help you evaluate and implement EvaluAgent’s AI-powered platform for consistent and automated QA processes, performance improvement, and compliance monitoring.
Key Features and Benefits
Quality Assurance Automation: EvaluAgent provides AI-powered quality assurance tools that automate the review of customer interactions, reducing manual effort and improving consistency in assessments.
Performance Management: The platform helps contact centers manage agent performance through customizable scorecards, real-time feedback, and targeted coaching, leading to improved agent engagement and productivity.
Gamification: EvaluAgent’s gamification features motivate agents by turning performance metrics into engaging challenges and rewarding achievements, driving continuous improvement.
Speech and Text Analytics: Offers AI-powered analysis of calls, emails, and chat messages to identify patterns, trends, and areas for improvement in customer interactions.
Compliance Monitoring: Helps businesses ensure that customer interactions comply with industry regulations and internal policies, reducing the risk of non-compliance penalties.
Technical Requirements
Cloud-Based Platform: EvaluAgent is fully cloud-hosted, requiring internet access and compatible devices for agents, supervisors, and QA teams to access the platform.
Integration Capabilities: The platform integrates with leading contact center software, including CRM systems, call recording tools, and ticketing systems, for seamless workflow management.
AI-Powered Analytics: EvaluAgent’s AI tools require access to voice and text data from customer interactions to analyze and generate insights.
Security & Compliance: EvaluAgent ensures data protection and compliance with industry standards such as GDPR, safeguarding sensitive customer information.
Business Requirements
Quality Assurance Focus: Organizations must have a focus on improving customer service quality through consistent, automated interaction reviews and feedback loops.
Agent Performance Management: Contact centers should be seeking to enhance agent engagement and productivity through targeted performance management tools and feedback mechanisms.
Integration Needs: Ensure EvaluAgent integrates smoothly with existing contact center software to streamline workflows and performance tracking.
Compliance & Security: Organizations should prioritize platforms that help monitor compliance with industry regulations while ensuring data security.
Use Cases
Contact Center Quality Assurance: EvaluAgent helps automate quality assurance reviews, ensuring consistent evaluations across all customer interactions.
Agent Performance Management: The platform enables contact centers to track agent performance and deliver real-time feedback, boosting engagement and productivity.
Compliance Monitoring: Businesses operating in regulated industries can use EvaluAgent to monitor and ensure compliance with industry standards during customer interactions.
Customer Experience Optimization: Speech and text analytics identify areas for improvement in customer service, helping businesses optimize customer experiences and reduce churn.
Qualifying Questions
Do you currently have a manual quality assurance process that could benefit from automation and AI-powered tools?
Are you looking for ways to improve agent performance and engagement through targeted coaching and gamification?
How important is compliance monitoring in your contact center operations, and do you need a platform to help ensure compliance?
Do you need better insights into customer interactions, such as trends and areas for improvement, through speech and text analytics?
Implementation Timeline & Considerations
Deployment Time: EvaluAgent can typically be deployed within 2-6 weeks, depending on the complexity of integrations with existing contact center systems.
Considerations: Ensure that key stakeholders in the contact center, including QA teams and supervisors, are involved in the implementation process to maximize the platform’s impact.
Security & Compliance: Verify that EvaluAgent meets your organization’s security standards and industry-specific compliance requirements.
ROI and Business Impact
Improved Quality Assurance: By automating quality assurance processes, businesses can ensure more consistent and accurate evaluations of customer interactions.
Increased Agent Engagement: Real-time feedback, performance management, and gamification help improve agent engagement and productivity, leading to better customer experiences.
Reduced Compliance Risks: EvaluAgent helps businesses monitor customer interactions for compliance, reducing the risk of non-compliance penalties and improving regulatory adherence.
Data-Driven Improvements: The platform’s AI-powered analytics provide actionable insights that enable continuous improvement in customer service quality and agent performance.
Cost Model
EvaluAgent offers flexible subscription-based pricing, typically based on the number of agents and the level of functionality required. Custom pricing is available for larger contact centers with complex quality assurance and performance management needs.
Roles of Decision Makers
Contact Center Leaders: Ensure that EvaluAgent’s quality assurance and performance management tools align with the overall goals of the contact center.
IT Leaders: Oversee the integration of EvaluAgent with existing contact center systems, ensuring compatibility and smooth data flow.
QA Managers: Evaluate the effectiveness of EvaluAgent’s tools in improving the consistency and accuracy of quality assurance evaluations.
Compliance Officers: Ensure that EvaluAgent’s compliance monitoring features meet industry regulations and safeguard customer interactions.
Additional Considerations & Helpful Tips
Automate QA Processes: Start by automating a portion of your QA processes to evaluate the effectiveness of the platform before scaling up to full implementation.
Leverage Gamification: Use gamification features to motivate agents and drive continuous improvement in performance metrics.
Compliance Monitoring: Take advantage of EvaluAgent’s compliance monitoring tools to ensure your contact center meets regulatory requirements.
Customizable Scorecards: Tailor performance scorecards to align with your specific quality assurance goals and industry benchmarks.
Next Steps
Interested in enhancing your contact center’s quality assurance and performance management with EvaluAgent? CXponent can help you evaluate and implement EvaluAgent’s solutions. Contact us today to get started.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.
