Optimise your contact centre with confidence.
Address your concerns head-on with EvaluAgent — a comprehensive understanding of how products, processes, policies and people impact your bottom line. From pinpointing cost-drivers to ensuring regulatory compliance.
Gain a holistic understanding of every interaction across all channels, ensuring your organisation thrives in today's dynamic landscape.
With 100% of conversations analysed across all channels, uncover insights into interactions that could have been redirected to self-service channels, instances of repeat contacts, or progress chasing. Leverage this information to drive process improvements, inform coaching strategies, and enhance KPIs.
Deliver comprehensive insights to multiple stakeholders with EvaluAgent. Delve into issues such as returns, regulatory breaches, and complaints to influence business, product and marketing strategies, as well as leveraging these insights to automate QA and agent improvement workflows. Streamline operations by automating the assignment of coaching and training via WFM administration for increased efficiency.
EvaluAgent guarantees complete coverage across all channels, applying insight topics to every imported conversation and unveiling sentiment. The results are displayed in customisable dashboards, serving as a powerful tool to filter and comprehend all aspects of conversations, providing a deep understanding of your customer experience.
Identify the impact of skills and behaviours on customer loyalty effortlessly. Recognise top performers and pinpoint agents in need of support through intuitive, fully connected reports. EvaluAgent, along with team leaders, facilitates easy identification of areas requiring assistance. Automate agent improvement, with coaching and training via scheduled WFM and centralise HR records for streamlined management.
Trusted by quality teams worldwide.
"evaluagent was one of the best decisions we've ever made as a company."
"Easy to set up, easy to use and every piece of MI you could ever want!"
"Excellent QA tool that comes with a reactive customer service team, what more do you need?"
Organisations already making it work.
Throughout Europe, North America and Asia-Pacific.
From the knowledge hub.
See EvaluAgent in action.
Your AI-powered QA and automated agent improvement co-pilot — using intelligence from every interaction to understand, elevate and differentiate your customer experience at scale.
