EvaluAgent
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.
Images
Not sure about EvaluAgent?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
CRM Analytics
OnviSource OmVista
Factorial
Wrike
Reviews
Already have EvaluAgent?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- 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)
- Industry: Internet
- Company size: 2–10 Employees
- Used Monthly for 6-12 months
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Good but difficult to integrate
Reviewed on 2023/08/19
Pros
Our quality team use this tool to assess agent calls and feedback on performance. It is quite easy to use and provides individuals with information in a very clear way.
Cons
We are currently trying to integrate EvaluAgent with Amazon Connect. Despite following Evaluagent's instructions step by step, we've been unable to do this. We have reached out to the support team but the issue remains unresolved
- 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.
- 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.
- Industry: Insurance
- Company size: 201–500 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Focused on one thing and does it very well!
Reviewed on 2019/07/09
Excellent, from pre-sales through to implementation, we've been highly supported. The team are...
Excellent, from pre-sales through to implementation, we've been highly supported. The team are friendly, flexible and available and it's been a pleasure so far!
Pros
Simple, intuitive interface yet feature rich.
Cons
Nothing major, one thing is the user management, it can be clunky to add/update users but a new API capability about to launch will hopefully simplify that
EvaluAgent FAQs
Below are some frequently asked questions for EvaluAgent.Q. What type of pricing plans does EvaluAgent offer?
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.
Q. Who are the typical users of EvaluAgent?
EvaluAgent has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does EvaluAgent support?
EvaluAgent supports the following languages:
Chinese, English, French, German, Spanish
Q. Does EvaluAgent support mobile devices?
EvaluAgent supports the following devices:
Q. What other apps does EvaluAgent integrate with?
EvaluAgent integrates with the following applications:
Aircall, Amazon Connect, Dixa, Freshdesk, Help Scout, Intercom, Nicereply, Puzzel, Redbox, Salesforce Sales Cloud, Talkdesk, Twilio, Zapier, Zendesk Suite, injixo
Q. What level of support does EvaluAgent offer?
EvaluAgent offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support, Chat
Related categories
See all software categories found for EvaluAgent.
