From AWS to RingCentral, Google to Zoom – every enterprise communications vendor seems to be entering the contact center quality assurance (QA) space.
In doing so, service teams may leverage their QA solutions, move on from spreadsheets, and secure several benefits.
But, not all QA solutions are equal, and it’s a mistake to confuse fresh-to-market offerings with third-party, best-of-breed tools, like evaluagent.
Everyone Wants a Piece of the QA Market
There are many motivations driving enterprise communications vendors into the QA space.
For instance, many can repurpose existing conversational intelligence tools as Auto-QA solutions fairly effortlessly, opening up new revenue streams.
They can also bundle a QA solution within a wider CCaaS offering and offer an attractive price differential to third-party providers.
In addition, these vendors may pull more data into their ecosystem to power the various contact center AI tools they’re bringing to market.
As such, it’s an attractive area to drift into.
However, as they do so, it's critical that these vendors fully understand how to deliver on QA use cases beyond "we can score 100 percent of your interactions using pre-set scoring criteria".
Only with this know-how can contact centers orchestrate seamless customer journeys.
Sharing an example of this, Nadine Edmondson, Product Marketing and GTM Director at evaluagent, told CX Today:
Consider solutions like real-time agent assistance. To effectively implement such tools, contact centers need to understand where agents require support, rather than blindly applying technology without clear objectives.
With evaluagent, contact centers can be sure that such implementations target operational inefficiencies, estimate ROI, and build business cases.
Yet, this is only one example; best-of-breed vendors can bring much more to the table.
The Argument for Best-of-Breed
After evaluating QA solutions, many businesses – typically large enterprises – select a best-of-breed vendor. Here are three of the core reasons why.
1. Mature, Purpose-Built Capabilities
Best-of-breed vendors present a deeper QA stack. For instance, while some conversational analytics may allow brands to score based on out-of-the-box metrics, they stop short of translating automated insights into actionable steps.
Moreover, the solutions within that stack function as part of one cohesive platform. Consider evaluagent: its Auto-QA scores are based on customer-defined metrics, aligned to existing KPIs, and can trigger positive recognition and coaching recognitions.