Auto-QA

Auto-QA every conversation

Automate compliance checks and evaluate every call, chat and ticket against your own measures of success with the power of EvaluAgent and Artificial Intelligence combined.

Essential guide to Auto-QA Book a demo

100% Coverage

Augment existing QA processes with thousands more evaluations automatically completed to prioritize coaching & training.
Monitor any contact channel

Every conversation counts; whether it’s a call, email, live chat or ticket. Unlike the competition, we cover EVERY channel.
Make Analytics Actionable

Our automated workflows operationalize your insights to ensure they are actionable and drive performance improvement.
Unlimited usage. One fixed price.

Avoid unpredictable pricing models. Pay a fixed price, per user, per month.

Automate and Scale with 100% Coverage

Automate compliance and process adherence checks on every call, chat and ticket to quickly identify your highest-risk conversations. With complete coverage, you can now laser-focus deeper-dive core QA, coaching and training on those agents most in need of help.

Create, Configure and Customize your Scorecards and Topics

Evaluate the performance of your people and processes within every interaction against your own measure of success with Auto-QA scorecards that can be easily edited, and version controlled. With our WYSIWYG builder, you can automate the evaluation of even the most complex of regulatory requirements

Reporting Designed for the Operation

Auto-QA scores appear alongside manual-QA results, feedback and customer surveys for a richer, deeper and more insightful view of agent performance.
Control who has access to auto-QA results so that, whilst you’re testing and validating your auto-QA scorecards, you may choose not to reveal results to the operation until you’re confident with EvaluAgent’s scoring accuracy.
Engage, encourage and empower agents, team leaders and coaches to query results and play an active part in the process of building and maintaining trust in the automated results.

No More Searching for a Needle in a Haystack

Are your agents explaining that new product feature or policy change correctly to customers?

Before building and testing more complex auto-QA topics and scorecards, empower the operation to quickly search across thousands of conversations for keywords and phrases which, if found, may imply something may have gone wrong.

Automatically Identify High-Risk Conversations

Build and apply search topics to automatically find and tag conversations that may be causing low levels of customer satisfaction or exposing your operation to repeat contacts and business risk.

Alongside meta-data tags that are imported with your conversations, you now have an extra layer of insight to help you quickly identify your highest-risk conversations and then prioritize your deeper-dive core QA, coaching and training on those agents most in need of help.

Supercharge your Contact Center to Add Even More Value

As you deliver operational improvement through an expanded and enhanced QA & improvement programme, conversation tagging can also be leveraged to help your product, marketing and logistics teams mine customer conversations to reveal wider business insights and intelligence.

All of a sudden, your contact centre is viewed as a value-add center rather than a cost center.

Automatically assign evaluations to be completed.

Eliminate manual call selection, save hours every week and send “high-risk” conversations directly to the inbox of your QA team based on excessive handle time, low CSAT scores and now Auto-QA scores and topics!

Put training on auto-pilot with integrated LMS and SmartTriggers

Close the loop between Auto-QA scores and individual performance improvement with the automated assignment of relevant training courses whenever a trend or knowledge gap has been identified.

Automate reporting and email notifications – now including Auto-QA scores.

Create, share and automatically email beautifully designed reports to clearly communicate Auto-QA results and actionable insight from across your organisation every day, week or month.

Your data, your rules with added Redaction

We know how important it is for your business to remain compliant and keep your conversation data secure.

With redaction, you can ensure evaluators have access to all the relevant data needed to complete an evaluation and have confidence knowing sensitive/customer data is removed from transcripts and tickets without sacrificing context.

We’re ISO27001 certified and GDPR compliant

Global brands trust us to keep their sensitive data secure. This is not something we take lightly. With enterprise security features and regular audits of our applications and networks, we ensure customer and business data is always protected.

Enabling our customers to continue with their day-to-day business knowing that the information they trust us with is safe, secure and protected.

Expert-led award-winning customer success

New to Auto-QA, or don’t have the expertise in-house? Our award-winning customer success team, contextual help guides and videos will help get you up and running in no time: in fact, we’ve just been recognized as the “Fastest Platform To Implement” by G2.com.