‘Insights from contact center conversations must be available to multiple stakeholders’
evaluagentCX supports multiple use cases, generating AI and logic based actionable insights from conversation intelligence that can be leveraged to drive product, marketing and business strategy, operational efficiencies and be tied directly to automated QA and agent improvement programs – all from a single platform. Customizable dashboards ensure any area of the business has real-time desktop access to the data that matters to them.
“I must select and deploy best-fit technology solutions that will enable us to meet our business objectives”
evaluagentCX has been developed by an expert team with decades of contact center experience, who truly understand the challenges businesses face and the outcomes they are looking to achieve with the platform. We also work with market leader, Deepgram, to deliver highly-accurate transcription (provided at no extra cost).
‘Data security is front of mind, particularly when dealing with sensitive or confidential customer information’
With in-region data centers, ISO 27001 and Soc 2 Type II accreditations, security is built into the fabric of our products, team, infrastructure, and processes, so you can rest assured your data is safeguarded.
evaluagentCX also provides out of the box and customizable redaction capabilities for both text based and audio data.
‘I cannot deploy a ‘black box’. We need to have human oversight of AI-based outputs’
A blend of AI-driven insights and automation with manual oversight and intervention, enables businesses to harness the huge benefits of these technologies whilst retaining control.
Features such as the evaluagentCX testing console facilitate the testing of the quality of insight topics, line item prompts and guidelines prior to publication and human review of outputs are built into workflows and processes.
The ultimate guide to building a business case for QA contact center software