EvaluagentCX
By EvaluAgent
EvaluagentCX is a call center quality assurance software designed to revolutionize the QA process in contact centers. This innovative platform serves as a QA co-pilot, offering a seamless integration of artificial intelligence, automation, and human oversight to optimize quality management efforts. By leveraging these advanced technologies, EvaluagentCX enables organizations to streamline their quality assurance workflows and gain deeper insights into agent performance. The core strength of EvaluagentCX lies in its ability to laser-focus the QA process, allowing businesses to identify and address key areas for improvement efficiently. This targeted approach helps organizations uncover valuable insights that directly contribute to enhancing agent performance. By providing data-driven analytics and actionable feedback, EvaluagentCX empowers contact centers to make informed decisions that have a tangible impact on the overall customer experience.
EvaluagentCX offers a unique blend of AI technology, automation, and human oversight, creating a powerful synergy that optimizes the QA process. This combination allows for a laser-focused approach to quality assurance, enabling organizations to uncover valuable insights that directly drive agent performance improvements. Unlike many competitors, EvaluagentCX maintains the right balance of automation and human input, ensuring that the human element is not lost in the pursuit of efficiency.
Seller
EvaluAgent
HQ Location
Middlesbrough, United Kingdom
Company Website
https://www.evaluagent.com/
Contact
+44 8000119688
Year Founded
2012
AI-powered conversation intelligence
Automated quality assurance (Auto-QA)
Multi-channel support (calls, emails, chats, tickets)
Customizable AI scorecards
Real-time dashboards and reporting
Sentiment analysis
Conversation summarization
Workflow automation
Custom
Per User Per Month
English
Where in GCC does EvaluagentCX have offices?
Not available.
Who are EvaluagentCX customers in the Middle East?
Not available.
What is EvaluagentCX local address?
Not available.
Is EvaluagentCX platform available in Arabic?
Not available.
Does EvaluagentCX platform use AI? And where?
EvaluagentCX extensively utilizes AI throughout its platform to enhance call center quality assurance and performance improvement. The integration of AI is a key feature that sets EvaluagentCX apart from its competitors.
EvaluagentCX employs AI in several critical areas:
Auto-QA: The platform leverages AI and machine learning to automatically score and identify high-risk conversations by analyzing every call, chat, and ticket, This allows for automated compliance checks and evaluation of all interactions against customized measures of success.
Conversation Intelligence: AI is used to extract insights from 100% of interactions across all channels, including calls, emails, social media, web chats, and chatbots This comprehensive analysis helps uncover hidden patterns, potential issues, and opportunities for improvement.
Transcription and Analysis: All calls are automatically transcribed using AI technology (specifically Deep gram) The AI then analyzes the spoken words to highlight portions of speech that the agent handled well or poorly.
Sentiment Analysis: The platform includes AI-driven sentiment analysis as part of its conversation analytics capabilities
Predictive Analytics: AI is used to predict trends and stay ahead in customer experience management
By combining AI-driven insights with automated QA and maintaining human involvement, EvaluagentCX aims to provide a comprehensive and effective solution for contact centers looking to improve their quality assurance processes and overall customer experience.
What AI does EvaluagentCX use? ChatGPT, etc.?
EvaluagentCX utilizes multiple AI technologies to power its call center quality assurance and performance improvement platform:
ChatGPT: EvaluAgent has integrated ChatGPT into its platform, introducing a feature called SmartScore. This AI-powered tool can intelligently score agent interactions across any channel in less than 10 seconds, providing fast and accurate evaluations.
Proprietary AI: The platform employs its own AI technology for various functions, including automated quality assurance (Auto-QA), which can score and identify high-risk conversations by analyzing calls, chats, and tickets
Conversation Intelligence AI: EvaluagentCX uses AI to extract insights from 100% of interactions across all channels, including calls, emails, social media, web chats, and chatbots
Transcription AI: The platform uses AI (specifically Deep gram) to automatically transcribe all calls
Sentiment Analysis AI: AI-driven sentiment analysis is part of the platform's conversation analytics capabilities
Is EvaluagentCX a web 3 company?
No.
Is there any web 3 components?
No.
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