Conversation Intelligence Software for Call Centers
Close the insight gap with evaluagentCX
Extract insights from every interaction across all channels to truly understand issues such as returns, repeat contacts, regulatory breaches, churn, complaints and lost sales, and drive impactful changes at scale.
Bring in interactions from any platform and achieve 100% coverage across all channels.
Transcribe all calls
Market-leading call transcription powered by Deepgram included.
Automatically analyze against logic and AI Insight Topics.
Tailor to your org
Limitless Insight Topic customization with Smart Intelligence.
Understand what happens across every interaction
Gain an in-depth understanding of every conversation to drive positive improvements for your people, processes, and products – not to mention your customers!
Powerful technology that drives deeper insights
Effortless integration for total coverage: Seamlessly bring interactions into evaluagentCX, for true multi-channel coverage across calls, emails, chats, tickets, and chatbot conversations.
Market-leading transcription: Powered by Deepgram, our solution handles background noise, cross-talk, and diverse accents, offering single and dual-channel capabilities with precise speaker detection.
Automated Tagging for Calls: Calls are automatically tagged with essential audio metrics, highlighting silence and overtalk percentages.
Discover what’s impacting your customer experience
Sentiment analysis: Identify sentiment across all channels, from high-risk interactions with prolonged negativity, to high-value interactions that show your team what good looks like
Out-of-the-box Insight Topics: Automatically analyze interactions against topics such as Empathy, Dissatisfaction, Complaints and more.
Easily identify problems: Uncover issues with returns, repeat contacts, regulatory breaches, complaints, and lost sales by analyzing 100% of interactions.
Optimize and customize your QA process while protecting customers
Protect privacy with redaction: Protect sensitive data – choose from out-of-the-box options or create custom redaction rules tailored to your organization.
Laser-focused QA: Harness filters to find and group crucial must-monitor interactions, making the very best use of your QA team’s time.
Search with customized filters: Utilize comprehensive data and data tags (metadata, sentiment, audio metrics, Insight Topics) for smarter searching.
Maximize Insight Topics with SmartIntelligence: Create and apply unlimited custom topics to easily identify the things that matter to your business.
Bridging the insight gap
evaluagentCX is built on the belief of leaving no stone unturned. That’s why we can help you analyze 100% of interactions – be it calls, emails, social media, web chats, or even chatbots. Our mission? To uncover the hidden gems and potential pitfalls in process, policy, product, agent, and customer behaviors.