EvaluAgent Moves into the AI Space Related Articles AI-Driven CX in the Contact Centre Space An Introduction to... Contact Centre Analytics How to Create a QA Framework for Your Call Centre Top 10 Contact Centre Software and Technology © metamorworks - Adobe Stock - 183299091 Filed under - Contact Centre News, EvaluAgent EvaluAgent has announced the launch of its AI-powered Conversation Analytics capabilities. Designed and built with its’ actual customers, this is the first analytics product available to the Contact Centre market that has real user cases at the heart of its functionality. EvaluAgent Conversation Analytics uses AI automated speech recognition (ASR) and speech analytics to analyse every phone call, email and ticket for actionable insight and automatically evaluate them against the contact centres measures of success. Following a record 12 months that have seen revenues and headcount more than double, there are now thousands of contact centre agents and reps using EvaluAgent’s award winning Quality Management & Performance Improvement platform. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. The enhancements that Conversation Analytics will bring to their already successful QA teams are unquestionably game changing for the industry. QA teams can move away from manually evaluating 1-2% of randomly selected conversations and focus on doing a deeper dive into the conversations where customers have expressed dissatisfaction, vulnerability or highlighted a broken process. Jaime Scott, CEO of Evaluagent comments; “This release is proof that when applied with real customer needs in mind, AI can provide step change capabilities for contacts centres. For too long, bigger players in the market have claimed to provide game-changing technology. Our customers have consistently told us that the promises from the big players aren’t met by the solutions they provide, and at prices that are increasingly becoming unjustifiable.” “EvaluAgent Conversation Analytics will provide tangible benefits to our customers. We know this because its our customers who have designed and built this product in partnership with us. It allows us to keep the pricing of our AI-powered QA solutions very affordable in the mid-market but allows for a true enterprise feature set to be made available for use in contact centres of all sizes across the globe”. For more information about EvaluAgent - visit the EvaluAgent Website About EvaluAgent EvaluAgent provide software and services that help contact centres engage and motivate their staff to deliver great customer experiences. Read other posts by EvaluAgent Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: EvaluAgent Published On: 10th Jun 2022 Read more about - Contact Centre News, EvaluAgent Recommended Articles AI-Driven CX in the Contact Centre Space An Introduction to... Contact Centre Analytics How to Create a QA Framework for Your Call Centre Top 10 Contact Centre Software and Technology Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA The Essential Team Leader Playbook Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter