Speech and Text Analytics

Increase QA coverage by classifying and auto-scoring every call, email, and chat session for CX and regulatory compliance.

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  • Target the conversations that matter

    Automatically score every agent interaction, or build your own signals and filters to only auto-score conversations that match high-risk search parameters like sales or poor survey results

  • Highly accurate transcription

    Access best-in-class cognitive services and machine learning that identifies your business-specific words and phrases to boost call-transcription accuracy.

  • Identify reasons for contact and customer intention

    Configure models that combine metadata with analytics to help identify customers’ reasons for contacting you.

  • Auto-score customer experience (CX)

    Start automated scoring for sentiment and soft-skills as soon as you implement EvaluAgent.

  • Configure automated compliance checks

    Cover your bases by automatically scoring conversations for compliance to industry regulations, with real-time alerts to drive immediate corrective action for lapses in ID&V, script adherence or mis-selling to vulnerable customers.

Take your first step towards Smart Quality...

Reduce risk with 100% QA coverage

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Our vision is to integrate automated scoring with highly engaging and effective workflows for feedback, coaching and agent engagement. Without EvaluAgent’s “closed loop” approach to QA and improvement, analytics simply generates data that team leaders, agents and coaches can’t act on.

Felix Serrano

CEO at ActivusConnect