evaluagent
– evaluagentCX
About evaluagent
Crafted by contact center experts with decades of experience and trusted by leading global organizations, evaluagent seamlessly integrates auto-QA, VoC, and CX insights to power transformative Quality Intelligence strategies.
With transparent AI-driven insights, evaluagent enables organizations to make faster, smarter decisions and focus on the most impactful changes. By identifying the root causes of contact center paint points and sharing these insights across the business, companies can improve human and AI agent performance, product offerings, CX, sales, and operational performance.
About evaluagentCX
evaluagentCX is the only dedicated Quality Intelligence platform, uniquely connecting Auto-QA, VoC, and CX insights to transform contact centres into a key source of customer intelligence.
By analysing and evaluating 100% of interactions across all channels - including calls, emails, tickets, chats, and voice/chat bots - our AI-powered solution boosts visibility, ensures quality and compliance, drives process efficiencies, and enhances both human and digital agent performance.
Built by experts with deep contact centre domain knowledge evaluagentCX delivers powerful automation workflows, out-of-the-box, customizable and predictive insights and transparent AI-derived outcomes.
All of these insights can be shared seamlessly with the wider organisations to help optimise human and AI agent performance, the end-to-end customer journey and ensure a single customer view.
- ACD
- Multiple Skill Groups Supported
- Listen and Monitor Agent Conversations
- IVR
- Natural languge speech recognition?
- Intelligent Virtual Agent (IVA) assistance
- Speech Recognition
- Real Time Reporting
- Multi-channel - Omni Channel
- Unified contact channels
- Unified Reporting
- Unified Comminications
- Voice of the Customer
- Survey Tools
- Voice of the employee
- Customer Journey mapping
- Enterprise feedback management
- CSAT/NPS Measurement
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Track individuals training requirement
- Link specific areas of skill development
- Reward and incentive solution
- Gamification
- Training and Coaching
- agent coaching
- elearning
- classroom training
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Playback for any LAN/WAN workstation
- Speech Analytics
- Analytics based on keywords or phrases
- Screen Playback synchronized with audio
- Instantaneous call retrieval
- Flexible rules editor
- VoiP recording
- Voice and screen saved in standard file formats
- Calls automatically routed to evaluators
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Screen Recording
- Virtual Contact Center Recording
- Compliance monitoring
- Language Capabilities
- Multi Language Capabilities
- Multi Lingual text analysis
- Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents
- 251 - 500 Agents
- 501 - 1000 Agents
- Over 1000 Agents
- Integration
- CRM Integration
- Salesforce Integration
- Front and Back Office Integration