Evaluagent

• Clients split across the UK (50%), NA (30%), ROW (20%)
• Founded by industry experts with decades of contact center experience
• Recently secured $20m investment from PE firm Peak Span
• Over 150 clients including Samsung, Atos, Santander, Skyscanner and Vitality
• A single platform approach - EvaluagentCX is the only platform to connect out-of-the-box, customizable and AI-driven insights from 100% of conversations to automated Quality Assurance (QA) and agent-improvement workflows.
• True and complete multi-channel coverage – automatically bring in every interaction (calls, emails, chats and tickets) for analysis, whatever the platform
• A co-pilot approach – the benefits of AI and automation with the right level of human oversight and HR rigor built into processes and workflows so organizations retain control and stakeholder buy-in
• Laser focused QA - automated surfacing and allocation of "must monitor" interactions using powerful filtering tools that leverage metadata, sentiment, audio metrics, AI and logic-based insight topics
• Actionable insights tied to automated agent improvement - Intuitive and fully connected reports allow easy identification of the agents in most need of help. Coaching and training can be built in the platform, auto-assigned or scheduled via WFM, and HR records are stored in one place.
• Embedded agent engagement - gamified recognition & reward adds some healthy competition.
• Fully scalable for larger organizations – deal with complex workflows, hierarchies and QA scorecards with ease (we haven't come across one we can't replicate yet!).
• Flexible reporting - a full-suite of customizable operational reports and dashboards to track the KPIs most important to different stakeholders

Best fit: Head of Quality Assurance

• Looking to evaluate more conversations to drive more actionable insights and tackle issues such as repeat calls and high average handling time.
• Wants to reduce admin and spend more time on coaching and training to help agents improve.
• Wants to leverage AI and automation without risking agent disengagement.

Supporting buyers: Head of Customer Service, CX Director, Ops Manager

• Looking for solutions that deliver measurable ROI against strategic goals of improving CSAT score, Customer Experience, increasing revenue and driving operational, process and cost efficiencies.

Evaluagent helps contact centers elevate and differentiate their Customer Experience (CX) by improving the quality of their sales and service interactions. evaluagentCX uniquely connects out-of-the-box of-the-box, customizable and AI-driven insights from EVERY conversation to automated Quality Assurance (QA) and agent-improvement with the right level of human oversight and HR rigor.