EvaluAgent

EvaluAgent is a quality assurance and contact center improvement software platform, offering automated compliance checks and a streamlined evaluation experience. Users can build custom scorecards, automatically send “evaluations to be completed” to inboxes of evaluators, and utilize real-time reports, calibration, agent appeals and feedback to help call center agents flourish.

Its integrated performance evaluation tool is used to close the loop between QA, coaching and one-to-ones. Users can trigger, schedule, manage and record every meeting and associated actions in one place. Coaching sessions can be scheduled within the agent reporting suite, and the platform offers templates, or the chance to build a bespoke meeting plan, to ensure users stay on track.

EvaluAgent can also automate compliance checks and evaluate every call, chat and ticket against an organization's own measures of success with Artificial Intelligence.

EvaluAgent SmartScore

Now, the software integrates ChatGPT into the QA & Improvement processes. EvaluAgent SmartScore will accelerate the evaluation process and support QA teams without removing human oversight. SmartScore can evaluate any conversation in less than 10 seconds. The user integrates a preferred call recording platform or ticket management solution to automatically import conversations, or can simply drag and drop calls and tickets into EvaluAgent. Then by simply clicking a button, the conversation can be transcribed within seconds, providing a summary and identifying key moments to get a high-level view of what occurred during the interaction. Out-of-the-box key moments, such as customer frustration, repeat contact, and complaint escalation, are automatically tagged to provide you with valuable insights. Additionally, users can create key moments to gain more clarity on the areas that are important for the conversation.