EvaluAgent Pro

The complete Quality Assurance and Performance Improvement platform. Everything teams need to generate actionable insight and front-line improvement.

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Discover EvaluAgent Pro

Close the loop between Quality Assurance, Coaching and One-to-Ones. See how a centralised platform and connected workflows empower teams to act on development opportunities and eliminate data silos for maximum visibility.

EvaluAgent Pro

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What's included in our Pro Plan?

Our Pro plan connects Quality, Coaching and Training within one platform to provide you with everything you need to develop your front-line teams, so they are capable of delivering exceptional customer, and business outcomes.

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.

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.

Case evaluation and reporting

Case Evaluation & Reporting

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

Calibration-2

Calibration

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

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.

One-to-Ones and actions

One-to-Ones & Actions

Build coaching forms, schedule meetings, facilitate performance-related meetings and manage actions in one place. Streamline processes, empower Agents and track previously agreed actions with optional SLAs and Notifications.

eLearning LMS

eLearning (LMS)

Create training material, build lessons and manually or automatically enroll employees using SmartTriggers. Manage certificates, compliance and demonstrate the impact of training on performance improvement. 

SSO

SSO & Automated User Management

Improve user experience and increase security with SSO integration with Active Directory, OKTA, Google Sign-on and many more providers.

White labelling

Custom White Labelling

Customise your platform with your company logo & brand colours.

A story of transformation for Pinnacle.com

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A leader in Online Betting and Gambling, Pinnacle is a fast-growing business focused on delivering exceptional customer service and keeping its customers safe and informed.

For Pinnacle, every customer conversation counts, and QA is now seen as mission-critical by its Contact Centre leaders.

Read how EvaluAgent·s 360° platform provided end-to-end visibility and helped Pinnacle.com achieve a 95% Quality Score by engaging their front-line teams.

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“EvaluAgent is the most holistic Quality Assurance Platform on the market today.”

EvaluAgent _ ECE Outsourcing - Testimonial

 

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