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.
Augment existing QA processes with 1000s of evaluations automatically completed to prioritize training interventions.
Monitor any contact channel
Every conversation counts; whether it’s a call, email, live chat or ticket. Oversee everything with EvaluAgent.
Make Analytics Actionable
Our SmartQuality 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.
Reach new levels of operational excellence with Conversation Analytics
Coach agents faster, mitigate risk, reduce operating costs and deliver great customer experiences consistently with the power of AI.
Automate and Scale with 100% Coverage
Automate compliance checks, prioritize conversations to be evaluated and quickly identify training opportunities from every call, live chat and ticket with Automated Quality Assurance that’s seamlessly integrated into our Quality Management and Performance Improvement platform.
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
Turn insight into improvement with our connected workflows
Find, prioritize and assign “extreme” conversations for evaluations to drastically reduce workload, manual effort and selection bias with advanced filters.
Highlight “complaints” in conversations with the search functionality and go even further by filtering to specific areas of complaints to understand the root cause.
View auto-QA scores alongside manual results, feedback and customer survey scores for an exportable, 360-degree view of agent performance.
Increase First Contact Resolution
EvaluAgent will help you pinpoint the biggest development opportunities, and which will have the biggest impact on First Contact Resolution whether its agent knowledge, communication skills, internal processes, customer intent or channel hopping. Conversation Analytics will reveal previously hidden insight.
Understand the true voice of your customer, without relying on survey results.
Uncover the true voice of your customer, their experience with your business and the people and processes that contribute towards it.
Stop relying on questionable survey results and low response rates.
Share mentions of competitors, market trends and product feedback with other departments to better meet customer needs and enhance the contact center’s internal reputation
Identify opportunities to deflect demand to cheaper service channels
Reduce operating costs and promote self-service channels without impacting CSAT scores or customer loyalty with the richest data source available; your customer conversations.
Find the root cause of repeat contacts, unnecessary cost and complaints.
Identify instances of mis-set expectations, broken promises or failures in follow-up workflows causing repeat contact.
Gain visibility into the reasons why conversations are escalated and what motivates customers to escalate conversations to external regulators
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 Conversation Analytics, 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.
Product tours
What’s it like to use EvaluAgent and help your agents Flourish? Come and take a tour and see for yourself.