Call center quality assurance software

Automate your QA with a platform you can trust

Auto-QA 100% of your conversations across any channel, without changing your scorecard. Get alerts for interactions with critical fails, and drive improvement with personalized feedback and detailed reporting.

The next-generation Quality Management platform

Automate your way towards 100% coverage

Evaluate individual conversations or entire customer journeys, with Auto-QA you can analyze every interaction across your channels, without changing your scorecard.

• Evaluate all channels and end-to-end journeys
• Automate your existing scorecard with sophisticated AI
• Route high-risk, high-value interactions to human evaluators for further analysis

Stay in control with responsible AI built in

We recognize the concerns you might have around AI – especially when it comes to customer data.

With evaluagentCX, you can benefit from AI’s power and efficiency, while mitigating any risk.

• View AI-derived outcomes, with the option to override
• Monitor and share corrections to improve performance
• Test and validate AI insights and QA line items before going live
• Control access to AI insights and scores with permissions

Scale your QA without increasing headcount

Evaluate faster than ever! From auto-generated transcripts and screen recordings​, to conversation insights and line items – it’s all here.

Use suggestions provided by AI to help frame those all-important conversations with agents. Personalized feedback is now easier than ever.

• Reduce evaluation time with an all-in-one screen
• Help agents improve with personalized feedback
• Manage calibration, agent appeals, feedback tracking and reports in one place

Keep on top of compliance with ease

Build trust with your customers and demonstrate improvement against regulations.

• Create auto-fails and customer alert workflows
• Evidence remedial actions and demonstrate efforts to improve
• Take a closer look at interactions with critical fails and high risk

Built-in features to help engage agents

With real-time feedback, coaching templates and agent access to performance data, evaluagentCX helps agents actively participate in their own development.

And with leaderboards, gamification and rewards systems too, keeping the team motivated day-to-day is taken care of too.

• Feedback and data promote transparency with your agents
• Gamify QA and other tasks to encourage agents to engage
• Leaderboards and rewards facilitates friendly competition and fun

Your roadmap to QA success

Manual QA is slowing you down. Discover to drive efficiency, compliance and performance with automation in our end-to-end guide.

Enhance your quality assurance

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Driving performance with Auto-QA

Gaming and gambling operator Blue Rhino were evaluating just 1% of their customer interactions – now, they’re well on their way to 100% by leveraging Auto-QA and generative AI.

What benefits does evaluagent’s QA platform offer call centers?

evaluagentCX enhances call center operations by blending conversation intelligence with Voice of the Customer and QA. Automate workflows, surface insights quickly and understand what your customers really want. The result? Our customers not only see an increase in productivity, but are able to get a deeper understanding of customer interactions in less time, improving the overall customer experience.

How does evaluagent’s platform elevate overall customer satisfaction within contact centers?

evaluagentCX seamlessly combines AI, automation, and human insight. From monitoring and evaluating, to providing personalized feedback to agents and actioning insights, contact centers like yours can implement impactful changes your customers will love.

Can evaluagent refine our contact center’s approach to customer support processes?

Absolutely. evaluagentCX helps refine and elevate your customer support processes. Our platform automates the mundane, allowing your team to focus on what actually matters. With AI-driven insights and automated scoring at your fingertips, you can accelerate evaluations and uncover previously hidden insights that go beyond simply enhancing agent performance. With a goldmine of customer insights to hand, you can achieve your wider business goals.