EvaluAgent

Quality assurance solution for customer service and sales

About EvaluAgent

EvaluAgent is a cloud-based quality assurance solution for customer service and sales teams. It offers actionable insights and robust workflows for performance management. The platform unifies customer conversations, surveys, and agent performance data. EvaluAgent provides automated scoring for all calls, emails, and live chat. The solution can integrate with CRM, telephony, call recording, and other third-party systems.

EvaluAgent uses speech and text analytics to increase QA coverage. This technology can classify customer calls, emails, and chats by identifying business-specific terminology. Additionally, EvaluAgent allows administrators to configure and schedule automated workflows. With this feature, signals and filters can be used to identify at-risk conversations that require further evaluation by QA teams. Team leads can assign lists to QA analysts and track progress using productivity reports. Other features include e-learning tools, one-to-one meeting recording, automated alerts, plus more.


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EvaluAgent

4,7 (20)
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Starting Price

US$15,00
month
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month

Pricing Options

Free version
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Free version
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Features

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466

Integrations

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Ease of Use

4,5 (20)
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Value for Money

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Customer Service

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Reviews

Overall rating

4,7 /5
(20)
Value for Money
4,8/5
Features
4,5/5
Ease of Use
4,5/5
Customer Support
4,8/5

Already have EvaluAgent?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 20
Karine
Overall rating
  • Industry: Internet
  • Company size: 51–200 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A great addition to our Quality Assurance program

Reviewed on 2019/03/22

We wanted to push our QA processes and overall quality of service to the next level. However the...

We wanted to push our QA processes and overall quality of service to the next level. However the perspective of multiplying quality forms, evaluations and keeping track of all the reporting through multiple excel files, multiple locations, multiple languages was quite discouraging.
On the contrary, working with Evaluagent opened more doors and allows us to tailor our QA program exactly as we wanted it. We've seen team members are more engaged, as they receive feedback in real time and can see their progress and results in a very visual way.
Team Leaders are also seeing more easily potential for improvement and were excited to move away from the old fashion way of doing evaluations.
It's still early stages, but we believe Evaluagent will be instrumental in helping us reach our quality progression goals.

Pros

- it's visual: you can see at a glance what are your teams'/team members' strengths and were you need to focus the coaching
- it takes the time consuming reporting part away, so you can actually focus more time on the coaching
- it's interactive, and intuitive to use
- features and changes requests are taken into consideration and implemented
- their support team is amazing!

Cons

Because I really have to pick one... I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck)

Shakeel
Overall rating
  • Industry: Utilities
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Quality Assurance and Compliance Manager

Reviewed on 2019/01/16

Evaluagent are willing to go above and beyond for their clients. Any support required they are...

Evaluagent are willing to go above and beyond for their clients. Any support required they are willing to roll their sleeves up and get stuck in to help you achieve your output.

Pros

Highlighting live risks to help mitigate further risks.

Continued support from Reg ( Legend)

Cons

The new version meets all of our requirements, external auditors stated Evaluagent’s platform helped us achieve a robust internal defence.

Sandrine
Overall rating
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Supporting CS by being a good CS too

Reviewed on 2019/06/04

The CS has been amazing and taking into consideration all improvements escalated, wish we will...

The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that!

Pros

I like the format, the way we could do reporting and see how with just a grid, we could extracts lots of info to help our QA and our teams.

Cons

The structure is too rigid as we can bearly erase anything, the report is the same, I cannot see agent per agent, or team per team really, no way to get all audits feedbacks somewhere for one to one etc.

Nicola
Overall rating
  • Industry: Building Materials
  • Company size: 1 001–5 000 Employees
  • Used Weekly for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Customer support

Reviewed on 2019/05/22

The Customer Service Centre currently have limited quality monitoring capability and therefore have...

The Customer Service Centre currently have limited quality monitoring capability and therefore have no measurement for quality of service offered and customer experience. This impacts on the ability to identify relevant areas for improvement, to drive customer loyalty and to drive sales.

As the above illustrates, it is lacking in a number of core areas that are vital for driving sales and efficiencies and providing competiveness and effectiveness.

– Limited current quality monitoring capability.

– Inability to understand our customer requirements and satisfaction.

– Impacted ability to drive customer loyalty.

– Impacted ability to drive sales and margin.

– Impacted ability to set and drive customer SLAs.

Pros

Ease of use,
Dashboards,
reporting functions,
flexibility within the tool,
non restrictive

Cons

The login button is well hidden at the bottom of the page!

Alternatives Considered

CRM Analytics

Reasons for Switching to EvaluAgent

Cost.
Melissa
Overall rating
  • Industry: Publishing
  • Company size: 51–200 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Evaulagent Review

Reviewed on 2019/05/23

It has given us more flexibility with our QA. It's allowed us to monitor closer and with the Agent...

It has given us more flexibility with our QA. It's allowed us to monitor closer and with the Agent side of things now being live it will open a new world from their point of view of having instant access. This in turn should improve the service we are providing to our customers.

Pros

I love the dashboard. It gives an instant view of performance at a glance which saves time in report running etc. Sometimes you need the granular detail, others you just need a quick glimpse and this is exactly what it provides.

Cons

I get a little bit confused with the reporting but i am sure that if I watched more of the videos I would be able to figure it out.
I also wish there was a way to select a specific date range on the dashboard. We can only select last 7 days, 30 days, this month etc but sometimes we run over into the following month so it would be good to see specific dates.

Showing 5 reviews of 20 Read all reviews

EvaluAgent FAQs

Below are some frequently asked questions for EvaluAgent.

EvaluAgent offers the following pricing plans:

  • Starting from: US$15,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Pricing information is provided on request by EvaluAgent.

EvaluAgent has the following typical customers:

51–200, 201–500, 501–1 000, 1 001–5 000

EvaluAgent supports the following languages:

Chinese, English, French, German, Spanish

EvaluAgent supports the following devices:

EvaluAgent integrates with the following applications:

Aircall, Amazon Connect, Conversocial, Dixa, Freshdesk, Help Scout, Intercom, Nicereply, Puzzel, Redbox, Salesforce Sales Cloud, Talkdesk, Twilio, Wix Answers, Zapier, Zendesk Suite, injixo

EvaluAgent offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for EvaluAgent.