evaluagentCX vs Klaus (Zendesk QA)

Wondering how evaluagentCX stacks up against Klaus?

Klaus (now Zendesk QA) caters to SMBs with a user-friendly interface and basic workflows – but it lacks integration flexibility, robustness for larger operations and customization when it comes to autoQA.

On the other hand, evaluagentCX boasts unmatched features:

• Seamless automation to boost productivity
• Guaranteed 100% interaction coverage
• Agent-focused features to drive engagement
• Actionable insights with clear reporting
• Diverse range of native integrations and open API

Key differences: evaluagentCX vs Klaus (Zendesk QA)

• Integrations
• Multi-channel
• Auto-QA
• Gamification
• eLearning LMS
• xNPS (expected net promotor score)
• Redaction
• Coaching & Feedback
• Transcription

evaluagentCX

• Seamlessly integrates with any customer management tool through a wide range of out-of-the-box options and open API.
• 100% of interactions analyzed automatically across ALL channels.
• Highly customizable line items and insight topics.
• Gamified rewards and recognition.
• Fully integrated LMS tool.
• Generative AI that predicts Net Promoter Scores across 100% of interactions.
• Automatically redact customer sensitive data from the transcripts without compromising context.
• Formalized workflows for feedback, coaching, and training, ideal for enterprise-level organizations.
• Transcription included at no extra cost.

Klaus

• Zendesk only lock-in.
• Focused on text-based interactions.
• Basic out-of-the-box.
• No gamification features.
• No LMS.
• No xNPS.
• No redaction.
• Klaus has feedback processes only, which they refer to as coaching.
• Call transcriptions charged per minute.

Get an impartial perspective

Here’s some honest feedback from customers and prospects who have tried both platforms, or switched from Klaus:

"evaluagentCX stood out with flexibility & customizability, They provide a comprehensive platform with features such as agent feedback which was not offered by Klaus."
Quality Assurance Specialist at Online Trading Company

"I had plans to implement a QA tool in a large company with 450 agents, so it wasn’t just for small or medium-sized companies. Klaus didn’t seem to be the right fit for a contact center that size."
Project Manager at Gaming & Entertainment Organisation

"Klaus’ sentiment analysis is limited. It only picks certain words and shows an emoji for that response, without reflecting the overall sentiment of the conversation. Insights aren’t labeled, and it can mark positive conversations as negative because it doesn’t consider the duration or flow of the conversation."
Director of Contact Center Operations at Gaming Organisation

"We’re lacking reports in the Klaus reporting section. We need more data and more reports. Also, the auto QA isn’t working as well as we’d like. So, I’m doing a lot of manual work because Klaus’ reporting isn’t very helpful."
Quality Manager at Financial Services Company

"With Klaus, I experienced difficulties filtering calls effectively, couldn’t use multiple scorecards for one call, lacked filtering options, I found their view options less customizable, and noticed issues with the acknowledgment feature, and found the reporting suite less advanced, particularly in terms of category line item and root cause analysis."
Contact Center Manager at Online Retailer

See how we compare

Unlike any other providers in our space, we’ve partnered with Deepgram to offer all our customers highly accurate transcription, free of charge.

Leverage interaction insights to automatically initiate relevant lessons and learning paths for agents, enhancing agent performance and proactively preventing any performance declines.

evaluagentCX provides robust reporting with deep insights into customer interactions. Benefit from analysis against pre-built and custom topics, AI summaries, and xNPS (expected Net Promoter Score) categorization, so you can find high-risk interactions right away.

Our autoQA goes beyond predictive scores derived from generic components like sentiment, empathy or spelling. It’s fully configurable, allowing for easy automation of existing manual scorecards. We understand the level of granularity you need for meaningful reporting, feedback, coaching, and training, and we empower you to achieve it.

Get support from our dedicated CX Specialists, and collaborate with our Professional Services teams to ensure your QA program is optimized and tailored to your needs. We can help you build line items and insight topics, and enhance your scorecards to align with your goals.

Empower your agents to take charge of their development. They’ll get real-time desktop access to results, feedback, coaching, actions, and training records, along with gamified recognition and rewards. There’s also seamless top-down communication features, keeping agents in the loop.

Built from day one to accommodate the more rigorous needs of larger operations, evaluagentCX helps you improve performance with minimal effort, while still keeping sufficient HR rigor.

We deliver and connect conversation intelligence to autoQA and automated agent improvement workflows, along with people-first features that support you in keeping your team highly engaged.

Our approach to incorporating, selling, and provisioning AI provides clients with unparalleled flexibility. Our packaging and pricing options cater to various budgets, and operational and technical maturities. Our platform and support model are designed to evolve alongside you as you progress on your AI and automation journey.

Experience evaluagentCX

You’re just a click away from starting your journey towards intelligent automation of insight, QA and improvement. With evaluagentCX as your AI-powered co-pilot, you can create unrivaled customer experiences.