evaluagent Launches a New Platform for More Prescriptive Contact Center Quality Assurance

Originally published here in CX Today

Customer experience measurement is becoming increasingly prescriptive and descriptive.

Last year, Salesforce released its Customer Success Score, and Genesys launched an Experience Index.

Such innovations showcase how vendors are doing more to provide clear, pertinent information that helps customers pinpoint their problems.

evaluagent – a contact center quality assurance (QA) vendor – has now done something similar with the launch of its evaluagentCX platform.

Indeed, the vendor has coupled its automated quality assurance capability (Auto-QA) with additional conversational intelligence elements inside of a new platform that surfaces “actionable insights” into how to improve agent workflows.

Moreover, evaluagent claims to be “the first” platform to connect out-of-the-box, customizable, and AI-driven insights from contact center interactions with Auto-QA to enable these insights.

Celebrating the announcement, Jaime Scott, Co-founder and CEO of evaluagent: “Businesses need to offer something that’s difficult to achieve in today’s competitive market: an exceptional customer experience.

“We believe that high-performing, engaged agents are the best way to deliver exactly that – and this is where evaluagentCX can drive real change.

Our platform combines AI-driven outputs and intelligent automation for maximum efficiency, but blends them with the right amount of human oversight to help contact centres evaluate, improve and engage frontline employees.

“That has a great ripple effect, bringing about customer and business benefits, including higher satisfaction, increased loyalty, and reduced operational costs.”

The Next Evolution of Automated Quality Assurance

Quick out of the traps, evaluagent proved an early pioneer of Auto-QA.

Until this innovation, contact centers would only analyze roughly one to two percent of interactions, making it challenging to spot widescale performance trends, reward and recognition opportunities, and – most crucially – broken processes.

However, evaluagent customers can monitor 100 percent of interaction data to provide a full data set that has the potential to improve everything from coaching initiatives to agent schedules, compliance activities to tracking critical agent metrics, like proficiency.

Now, with its next-generation evaluagentCX platform, the vendor aims to not only provide insight into how a contact center can improve performance across the board, but it’ll indicate how they may do so – recommending contacts for quality analysts to dive deeper on.

Michelle Dinsmore, Co-founder and Chief Operating Officer of evaluagent, added: “There was a time in the not-too-distant past when the CX industry was hailing AI-powered solutions that completely automated QA and coaching.

“Now, it’s widely recognized that AI can and should be used to enhance rather than replace human talent.

“evaluagentCX enables brands to develop highly engaged teams in the contact center, with the right amount of support and HR rigor.”

Elsewhere, evaluagent commissioned a study of more than 300 contact center professionals across Europe and North America last year.

Moreover, CX Today’s Charlie Mitchell spoke to Garth Hinkel, Chief Technical and Product Officer at evaluagent, discussing more on evaluagent’s roadmap and how it will benefit contact centers. Check out that interview here.