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EvaluAgent Company Market Research Report



Company Overview



  • Name: EvaluAgent

  • Mission: EvaluAgent aims to help contact centers across the globe dramatically improve customer experience through its AI-powered automated QA and performance improvement platform.

  • Founded By: Jaime, Michelle, and Alex (specific last names not provided).

  • Key People:

  • Jaime Scott - CEO & Co-Founder

  • Michelle Dinsmore - Chief Operations Officer & Co-Founder

  • James Marscheider - Chief Commercial Officer

  • Garth Hinkel - Chief Technical Officer

  • Jayne Hart - Chief People Officer

  • Headquarters: No information is available.

  • Number of Employees: No information is available.

  • Revenue: No information is available.

  • Known For: EvaluAgent is known for its AI-powered automated Quality Assurance (QA) and agent improvement platform, which connects insights from 100% interactions to automated QA and agent improvement, helping contact centers enhance customer and employee experiences.


Products



EvaluAgentCX Platform


  • Overview: EvaluAgentCX is the company’s flagship platform, designed to automate and improve contact center operations by integrating AI, automation, and human oversight.

  • Key Features:

  • Quality Assurance: A streamlined QA process driven by AI insights, focusing on crucial interactions to improve performance.

  • Conversation Intelligence: Monitors interactions across channels, identifying issues and potential improvements.

  • Agent Improvement: Provides targeted training programs and coaching to enhance agent and customer experience.

  • Agent Engagement: Empowers agents with tools for self-improvement through real-time feedback, gamification, and training resources.


Recent Developments



  • Recent Developments in the Company:

  • Recognized in the "High Growth 50" community (October 2024)

  • Joined TechNation's Future Fifty (September 2024)

  • Partnered with Five9 for elevating customer experiences (July 2024)

  • Awarded Gold Globee for 'Best Contact Center Solution' at the Globee® Awards (June 2024)

  • Recertified for ISO 27001:2003 (April 2024)


  • Recent New Products Launched: No specific new product launches were mentioned outside of features added to existing services.


  • New Features Added to Existing Products:

  • SmartScore: Allows customizable automated line items, enhancing QA feedback and evaluations.

  • Conversation Intelligence Enhancements: Predictive insights and enhanced integration capabilities.

  • Agent Engagement Enhancements: New dashboards and customizable recognition strategies to improve agent participation and motivation.


  • New Partnerships:

  • Partnered with Five9 to integrate Intelligent Automated Quality Assurance and Agent Performance Improvement.


This report highlights EvaluAgent's strategic focus on improving contact centers' operational efficiencies through cutting-edge AI and automation tools to deliver superior customer and employee experiences.