EvaluAgent Essentials

Perfect for organisations looking to increase coverage, automate manual processes and evaluate more efficiently than ever before.

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Discover EvaluAgent Essentials

Evaluate and report on the conversations that matter with accuracy, consistency and speed.

EvaluaAgent Essentials

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What's included in our Essentials Plan?

Our Essentials plan eradicates duplicate efforts, automates manual processes, ensures fairness and engages the front-line in your efforts so you can evaluate, engage and report more efficiently than ever before.

Scorecard builder

Scorecard Builder

Design and build an unlimited number of scorecards that replicate your scoring framework.

Multi-channel-evaluations

Multi-Channel Evaluation

Evaluate any communication channel and back-office processes.

side-by-side evaluation

Side-by-side Evaluation Mode

View and evaluate calls, tickets, chat sessions and emails all within one screen.

Custom scoring and worflows

Custom Scoring & Workflows

Create labels, data capture questions and scoring templates. Configure check & query workflows, alerts, notifications and wording.

dashboard and reports

Dashboards & Reports

Access our Dashboard and suite of Agent Performance reports (Quality, category and line item performance), Audit Log. Export the data via CSV and open-API.

Unlimited Integrations

Unlimited Integrations

Integrate EvaluAgent with your existing HelpDesk, CRM and call recording solution.

Calibration-2

Calibration

Invite colleagues to blind-score conversations, compare, contrast and reach consensus. Report performance and inconsistencies with purpose-built reports.

Case evaluation and reporting

Case Evaluation & Reporting

Assess & track the full end-to-end customer experience across multiple contacts and interactions.

Real-time feedback and mentions

Real-time Feedback & Mentions

Add actionable insight to quality scores, share general feedback on behaviours & performance. Analyse the quantity, quality and effectiveness of feedback.

Automated work queues

Automated Work-Queues (AWQ)

Utilise filters to automatically distribute evaluations to your team. Configure quotas to ensure adequate coverage and track the volume of completed evaluations against target.

Advanced reporting

Advanced Reporting & Analysis

The entire EvaluAgent Reporting and Analysis suite. Monitor the performance of Agents, Evaluators and your workflows. Analyse feedback and switch on gamified leaderboards.

Call storage

Unlimited Call Storage*

Securely store calls, playback, evaluate side-by-side & tag specific parts of the call. *Unlimited data storage subject to fair usage for the sole-purpose of Quality Assurance.

How The Share Centre has increased productivity by 285%

overview-sharecentre

The Share Centre are a FinTech organization who aim to make the process of buying and selling shares easier. Having grown to over 80 agents, their new Head of Quality and Compliance was frustrated by clunky spreadsheets and inefficient QA processes.


After an initial evaluation process which looked at three separate QA software providers, The Share Centre opted for EvaluAgent. Their decision was based on a successful proof of concept which demonstrated a massive 285% increase in productivity and reduced time to audit using the EvaluAgent platform.

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How CXP improved compliance and differentiated their service proposition.

CXP-_-Outsourcing-_-overview

CXP are a fast-growing outsourcer providing inbound and outbound services across highly-regulated sectors. CXP primarily use EvaluAgent to help win new business as well as improve operational performance.


Following a short implementation phase, EvaluAgent is now considered an integral part of CXPs offering and is widely used by the QA team, compliance analysts and team leaders. EvaluAgent has helped CXP increase compliance by 45%, and thanks to more targeted training and feedback increased the number of agents passing the QA audits by 18%.

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