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.