evaluagent positioned as a Strong Contender in the SPARK Matrix for Voice of Customer (VoC) Platform, Q3, 2024 by Quadrant Knowledge Solutions 

5 September 2024: Quadrant Knowledge Solutions announced today that it has named evaluagent as a Q3 2024 Strong Contender in the SPARK MatrixTM analysis of the global Voice of Customer (VoC) platform market. 

The Quadrant Knowledge Solutions SPARK Matrix: Voice of Customer (VoC) platform, Q3, 2024, includes a detailed analysis of global market dynamics, vendor landscape, and competitive positioning. The study provides competitive analysis and ranking of the leading Voice of Customer (VoC) platform vendors in the form of its SPARK MatrixTM. It gives strategic information for users to evaluate different vendor capabilities, competitive differentiation, and market position. 

According to Abhishek Dubey, Analyst at Quadrant Knowledge Solutions, “evaluagent revolutionizes quality controls with its AI-driven, automated solution, evaluagentCX, that monitors interactions across all channels. By leveraging advanced conversation intelligence and high-accuracy NLP, text, and speech analytics, organizations can rapidly identify emerging trends and customers’ critical issues, enabling prompt actions and more informed decision-making. The platform offers personalized agent training and real-time feedback that empowers agents to enhance their performance, while automated compliance features minimize regulatory risks. With seamless CRM and BI tool integration, evaluagentCX provides actionable insights and fosters a culture of continuous improvement, positioning them as strong contenders well-positioned to excel in enhancing customer satisfaction and operational excellence.” 

CEO of evaluagent, Jaime Scott, said: “As a team, we’ve carried out a tremendous amount of work and research to deliver features that leverage innovative technology like AI and automation, all while keeping the human touch front and center. We’re always looking at ways to develop our offering, from building on the evaluagentCX platform, to offering additional services to help our customers truly transform their operations and customer experience. We’re delighted to be recognized as a Strong Contender for Voice of the Customer in the SPARK Matrix, and are excited for the future.” 

Additional resources: 

About evaluagent 

Created by contact center experts with decades of experience and trusted by leading global organizations, evaluagent is a leading provider for contact centers of all sizes, with its unique blend of insight, intelligent automated QA, and agent performance improvement.  

Our award-winning platform, evaluagentCX, is the only platform to seamlessly connect out-of-the-box, customizable and AI-driven insights from 100% of conversations to automated Quality Assurance and agent improvement. We help busy contact center teams laser-focus QA efforts on must-monitor interactions, acting as a QA co-pilot to deliver time and process efficiencies as well as measurable agent performance improvements. Agents are truly supported by our platform, with coaching, learning and gamification features that empower them to be an active participant in their own development. 

About Quadrant Knowledge Solutions 

Quadrant Knowledge Solutions is a global advisory and consulting firm focused on helping clients as a strategic knowledge partner in achieving business transformation goals with Strategic Business and Growth Advisory Services. Quadrant’s research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments.  

For more available research, visit: https://quadrant-solutions.com/market-research/  

Media Contacts: 

Ajinkya Ingle
Quadrant Knowledge Solutions
Email: ajinkya@quadrant-solutions.com 
Phone: (+1) 978-344-2770