EvaluAgent

Launched in 2012, EvaluAgent supports over 11,000 users in customer service, sales and support teams across a range of sectors including financial services, insurance, utilities and online retail.

Providing an AI-powered Quality Assurance and Improvement platform, we work with customer support, sales and service teams worldwide. We help them evaluate their teams consistently and efficiently, while increasing staff performance and improving customer satisfaction.

EvaluAgent + Aircall

The EvaluAgent & Aircall integration enables you to easily evaluate calls and provide insightful, timely feedback to the agent who handled the customer.

EvaluAgent makes it easy to assess the performance of sales and service agents, produce detailed reports, and quickly highlight opportunities for coaching.

Boost the productivity of Quality Assurance Teams by up to 58% so they can spend more time improving the performance of your sales, customer support and service operation.

Key Benefits

1) Import conversations in real time and review them faster

Build your own filters (e.g. contacts with VIP support) and import them from Aircall to EvaluAgent in real time. This removes the need for duplicate data entry, freeing up valuable time within your team.

2) Reduce selection bias by randomly assigning calls to be reviewed

Using automated work queues and custom rules, EvaluAgent enables leaders to assign and distribute calls automatically – reducing selection bias and adding more rigour to your internal processes.

3) Reduce the number of missed opportunities through feedback and coaching

Through more personalised feedback and coaching, agents and sales reps become more knowledgeable and improve their questioning techniques. This leads to better conversations with customers – higher close rates for sales teams and improved first contact resolution within service teams.

4) Gamify feedback and performance improvement

Agents get access to their very own version of EvaluAgent. This allows them to take charge of their own performance improvement with leaderboards and notifications that positively reinforce “what great looks like” and publicly recognise the top and most improved performers.