Customer experience measurement is becoming increasingly prescriptive and descriptive.
Last year, Salesforce released its Customer Success Score, and Genesys launched an Experience Index.
Such innovations showcase how vendors are doing more to provide clear, pertinent information that helps customers pinpoint their problems.
evaluagent - a contact center quality assurance (QA) vendor - has now done something similar with the launch of its evaluagentCX platform.
Indeed, the vendor has coupled its automated quality assurance capability (Auto-QA) with additional conversational intelligence elements inside of a new platform that surfaces "actionable insights" into how to improve agent workflows.
Moreover, evaluagent claims to be "the first" platform to connect out-of-the-box, customizable, and AI-driven insights from contact center interactions with Auto-QA to enable these insights.
Celebrating the announcement, Jaime Scott, Co-founder and CEO of evaluagent: "Businesses need to offer something that’s difficult to achieve in today’s competitive market: an exceptional customer experience.
"We believe that high-performing, engaged agents are the best way to deliver exactly that – and this is where evaluagentCX can drive real change.
Our platform combines AI-driven outputs and intelligent automation for maximum efficiency, but blends them with the right amount of human oversight to help contact centres evaluate, improve and engage frontline employees.
"That has a great ripple effect, bringing about customer and business benefits, including higher satisfaction, increased loyalty, and reduced operational costs."
The Next Evolution of Automated Quality Assurance
Quick out of the traps, evaluagent proved an early pioneer of Auto-QA.