Contact center quality assurance platform EvaluAgent has announced its solutions are now available on Red Box, which provides voice recording services for companies.
EvaluAgent uses AI to rate agent conversations across all channels to coach, train, and motivate contact center staff. The company says its solutions help improve average handling time and first contact resolution for clients like Vitality Insurance and Made.com.
James Marscheider, CCO of EvaluAgent, said: “We’re delighted to be embarking on our second strategic alliance, and especially with such a well-regarded business as Red Box. Off the back of this and a strong start to the year, 2022 is going to be a big year for EvaluAgent with an ambitious roadmap of new products, integrations and investment into channel enablement as we continue to scale up quarter after quarter.”
EvaluAgent joins Red Box’s roster of contact center partners, which include Avaya, Genesys, and RingCentral, as well as analytics partners like Nuance and Tethr.
Pete Ellis, Chief Product Officer at Red Box, said:
“With many organisations still relying on legacy quality assurance processes and manual sampling of calls, the Red Box and EvaluAgent integration enables customers to more easily surface the calls that matter and derive actionable insights that generate additional revenue, retain customers, and nurture agent skills and performance.”
Red Box counts over 1,500 global customers, including six of the world’s top banks, more than 500 call centres, and over 70 percent of UK police forces, helping them capture and secure millions of calls daily.
This is EvaluAgent’s second strategic alliance, after announcing a tie-up with CCaaS provider Puzzel in Q4 of last year.
