About EvaluAgent

EvaluAgent is a quality assurance solution for customer service organizations designed to evaluate and coach agents. This solution unifies customer feedback and agent performance data. It provides automated scoring for all customer calls, emails, and chat sessions. EvaluAgent offers customer surveys, automated work queues, evaluations, e-learning, reporting, insights, plus more. It can integrate with existing tools, including CRM, telephony, ticket management systems, and others.

With this solution, teams can build scorecards for multiple channels, send real-time alerts to team members, record one-to-one meetings, plus more. Agents can review, playback, annotate, and score conversations using the EvaluAgent platform. With speech and text anal...


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Supported Operating System(s):

Web browser (OS agnostic)

19 Reviews of EvaluAgent

Average User Ratings

Overall

4.63 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(12)

12

4 stars

(7)

7

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 19 results

March 2019

Karine from Internet

Verified Reviewer

Company Size: 51-200 employees

Industry: Internet

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

A great addition to our Quality Assurance program

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)

May 2019

Nicola from Wolseley uk

Company Size: 1,001-5,000 employees

Industry: Building Materials

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

Customer support

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!

Reasons for Choosing EvaluAgent

Cost.

June 2019

Sandrine from Customer Services

Company Size: 51-200 employees

Industry: Consumer Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

June 2019

Supporting CS by being a good CS too

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.

May 2019

Melissa from Dsb.net

Company Size: 51-200 employees

Industry: Publishing

Review Source: Capterra


Ease-of-use

3.0

Customer support

4.0

Functionality

5.0

May 2019

Evaulagent Review

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.

January 2019

Shakeel from Extraenergy

Company Size: 201-500 employees

Industry: Utilities

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Quality Assurance and Compliance Manager

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.