Understand Every Interaction in the Contact Center

Get insights from every interaction and use these to laser-focus QA, accelerating scoring through AI, all while preserving vital human oversight. Avoiding over-automation, strike the right balance to boost productivity and drive actionable improvements across the business.

Improve productivity with Automation and AI, while remaining in control

In the ever-evolving landscape of contact centers, providing exceptional customer experience is one of the only ways to stand out in a crowded market. The key to achieving success lies in the relationship between increasing conversation coverage and embracing strategic automation, whilst retaining human oversight and solid people management practices.

Many contact centers evaluate a mere 2% of conversations due to resource and time limitations. The introduction of AI and advanced tools, like evaluagentCX , has ushered in a new era. Now, organizations can analyze 100% of interactions to uncover the issues truly impacting customer experience (positive and negative), providing actionable insights into customer-agent dynamics, operational challenges and strategy.

conversational intelligence quality assurance

The shift from manually selecting conversations for evaluation to allowing AI to automate the identification of high risk, high value interactions is revolutionary. AI capabilities empower organizations to focus their attention where it matters most—on interactions that require immediate intervention or a deeper dive. This not only enhances efficiency but ensures that every critical conversation is evaluated and action appropriate improvement actions are taken.

The tedious task of delegating and distributing evaluations among team members has long been an administrative nightmare. Auto-work queues eliminate this headache. Configurable to send evaluations without manual intervention, these queues ensure fair and consistent workload distribution, assigning the right conversations, and freeing up valuable time for managers to focus on frontline teams.

Expanding conversation coverage not only identifies additional coaching opportunities but serves as a catalyst for overall performance improvement. Unveiling previously unnoticed issues opens the door for improvements that translate into better customer experiences. Automated agent improvement workflows, prompt feedback delivery, and automatic assignment of improvement actions and lessons whenever a knowledge gap is identified empowers agents to continuously enhance their skills and knowledge.

Product Tour: Bridging the insights gap

At evaluagent, we believe in leaving no stone unturned. That’s why we 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.

evaluagentCX helps you to:

Passing the engagement test product tour

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Improve the quality of your sales and service interactions through automated agent improvement and engagement.

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Customer stories

Throughout Europe, North America and Asia-Pacific.

Further reading

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See your AI-powered QA and Automated Agent Improvement Co-Pilot that uses intelligence from every interaction to understand, elevate and differentiate your Customer Experience at scale.

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