Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders.
Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. Designed and built with its’ actual customers, this is the first analytics product available to the Contact Centre market that has real user cases at the heart of its functionality.
EvaluAgent Conversation Analytics uses AI automated speech recognition (ASR) and speech analytics to analyse every phone call, email and ticket for actionable insight and automatically evaluate them against the contact centres measures of success.
Following a record 12 months that have seen revenues and headcount more than double, there are now thousands of contact centre agents and reps using EvaluAgent’s award winning Quality Management & Performance Improvement platform.
Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. The enhancements that Conversation Analytics will bring to their already successful QA teams are unquestionably game changing for the industry.
QA teams can move away from manually evaluating 1-2% of randomly selected conversations and focus on doing a deeper dive into the conversations where customers have expressed dissatisfaction, vulnerability or highlighted a broken process.
Jaime Scott, CEO of Evaluagent comments; “This release is proof that when applied with real customer needs in mind, AI can provide step change capabilities for contacts centres. For too long, bigger players in the market have claimed to provide game-changing technology. Our customers have consistently told us that the promises from the big players aren’t met by the solutions they provide, and at prices that are increasingly becoming unjustifiable.”
“EvaluAgent Conversation Analytics will provide tangible benefits to our customers. We know this because its our customers who have designed and built this product in partnership with us. It allows us to keep the pricing of our AI-powered QA solutions very affordable in the mid-market but allows for a true enterprise feature set to be made available for use in contact centres of all sizes across the globe”.
Want to find out more about Conversation Analytics and see why you don’t need to go to the old guard anymore? Register for the webinar on Tuesday 28 June where the EvaluAgent product team will be demonstrating Conversation Analytics.
EvaluAgent is a Quality Assurance (QA) and Performance Improvement platform that helps Contact Centres Agents have better conversations with customers and make fewer mistakes.
Built by former QA leaders, EvaluAgent’s Smart Quality software blends AI with the best bits of traditional QA to improve the efficiency and effectiveness of Quality Assurance teams. Automating admin and streamlining workflows, this smarter approach empowers teams to evaluate more interactions, quickly identify areas for improvement and hold meaningful coaching conversations in a single platform.
As a result, Contact Centres such as Vitality Insurance and Made.com have saved thousands of pounds through measurable improvements in Average Handle Time and First Contact Resolution while at the same time increasing CSAT scores and successfully demonstrating the fair treatment of customers to industry regulators.
Trusted by businesses around the world, EvaluAgent is well placed to help Contact Centres of all sizes transform their approach to Quality Assurance for the good of their agents, their customers and their wallets.