EvaluAgent has launched a conversational analytics solution, which sits inside its highly-regarded quality management platform.
Powered by speech recognition and interaction analytics, the solution aims to simplify, automate, and enhance many contact centre quality assurance (QA) processes.
As such, real user cases run through its core, automating compliance checks, pinpointing common pain points, and highlighting excellent agent recognition opportunities.
The solution transcribes and analyses 100% of contact centre conversations – across a plethora of engagement channels – to surface all these insights.
In doing so, it prioritises calls for manual review, where quality analysts will most uncover invaluable improvement opportunities.
Unfortunately, quality analysts typically only have the time to evaluate five percent of calls or less. Yet, the new solution ensures that all this time is better utilised mining golden insights instead of searching for them.
Jaime Scott, CEO of EvaluAgent, believes that such a solution – developed with the support of end-users – is a breath of fresh air for the contact centre industry. He said:
This release is proof that when applied with real customer needs in mind, AI can provide step-change capabilities for contacts centres.
According to Scott, the development process of the EvaluAgent solution is also a significant differentiator, which will bring more tangible benefits to contact centres.
“It’s our customers who have designed and built this product in partnership with us,” he adds. “It allows us to keep the pricing of our AI-powered QA solutions very affordable in the mid-market but [also] allows for a true enterprise feature set to be made available for use in contact centres of all sizes across the globe.”
The customer-centric approach of EvaluAgent has contributed to a record 12 months for the QA software vendor, doubling its revenues and headcount.
Such growth is particularly impressive as larger-scale CCaaS vendors continue to innovate in the space – perhaps signifying the effectiveness of the EvaluAgent strategy in building solutions with its customers.
These customers include global brands such as Jet2, DHL, and Ubisoft, which may harness the new conversational analytics solution to evolve their QA strategies further and build on the successes they are already realising.
Indeed, now is the time to stop manually evaluating just one to two percent of randomly selected conversations. Instead, companies can deep dive into interactions where customers have expressed dissatisfaction, vulnerability, or pinpointed a broken process.
By doing so, brands can take performance management, reporting, and customer service to the next level.
