Auto-QA for contact centers

Auto-QA every conversation

Automate compliance checks and evaluate every call, chat and ticket against your own measures of success with the power of EvaluAgent and Artificial Intelligence combined.

Essential guide to Auto-QA Book a demo

100% Coverage

Augment existing QA processes with thousands more evaluations automatically completed to prioritize coaching & training.
Monitor any contact channel

Every conversation counts; whether it’s a call, email, live chat or ticket. Unlike the competition, we cover EVERY channel.
Make Analytics Actionable

Our automated workflows operationalize your insights to ensure they are actionable and drive performance improvement.
Unlimited usage. One fixed price.

Avoid unpredictable pricing models. Pay a fixed price, per user, per month.

Reach new levels of operational excellence with Auto-QA

Mitigate risk, reduce operating costs and deliver great customer experiences consistently with the power of AI.

Automate and Scale with 100% Coverage

Automate compliance and process adherence checks on every call, chat and ticket to quickly identify your highest-risk conversations. With complete coverage, you can now laser-focus deeper-dive core QA, coaching and training on those agents most in need of help.

Create, Configure and Customize your Scorecards and Topics

Evaluate the performance of your people and processes within every interaction against your own measure of success with Auto-QA scorecards that can be easily edited, and version controlled. With our WYSIWYG builder, you can automate the evaluation of even the most complex of regulatory requirements

Reporting Designed for the Operation

Auto-QA scores appear alongside manual-QA results, feedback and customer surveys for a richer, deeper and more insightful view of agent performance.
Control who has access to auto-QA results so that, whilst you’re testing and validating your auto-QA scorecards, you may choose not to reveal results to the operation until you’re confident with EvaluAgent’s scoring accuracy.
Engage, encourage and empower agents, team leaders and coaches to query results and play an active part in the process of building and maintaining trust in the automated results.

No More Searching for a Needle in a Haystack

Are your agents explaining that new product feature or policy change correctly to customers?

Before building and testing more complex auto-QA topics and scorecards, empower the operation to quickly search across thousands of conversations for keywords and phrases which, if found, may imply something may have gone wrong.

Automatically Identify High-Risk Conversations

Build and apply search topics to automatically find and tag conversations that may be causing low levels of customer satisfaction or exposing your operation to repeat contacts and business risk.

Alongside meta-data tags that are imported with your conversations, you now have an extra layer of insight to help you quickly identify your highest-risk conversations and then prioritize your deeper-dive core QA, coaching and training on those agents most in need of help.

Supercharge your Contact Center to Add Even More Value

As you deliver operational improvement through an expanded and enhanced QA & improvement programme, conversation tagging can also be leveraged to help your product, marketing and logistics teams mine customer conversations to reveal wider business insights and intelligence.

All of a sudden, your contact centre is viewed as a value-add center rather than a cost center.

Automatically assign evaluations to be completed.

Eliminate manual call selection, save hours every week and send “high-risk” conversations directly to the inbox of your QA team based on excessive handle time, low CSAT scores and now Auto-QA scores and topics!

Put training on auto-pilot with integrated LMS and SmartTriggers

Close the loop between Auto-QA scores and individual performance improvement with the automated assignment of relevant training courses whenever a trend or knowledge gap has been identified.

Automate reporting and email notifications – now including Auto-QA scores.

Create, share and automatically email beautifully designed reports to clearly communicate Auto-QA results and actionable insight from across your organisation every day, week or month.

Your data, your rules with added Redaction

We know how important it is for your business to remain compliant and keep your conversation data secure.

With redaction, you can ensure evaluators have access to all the relevant data needed to complete an evaluation and have confidence knowing sensitive/customer data is removed from transcripts and tickets without sacrificing context.

We’re ISO27001 certified and GDPR compliant

Global brands trust us to keep their sensitive data secure. This is not something we take lightly. With enterprise security features and regular audits of our applications and networks, we ensure customer and business data is always protected.

Enabling our customers to continue with their day-to-day business knowing that the information they trust us with is safe, secure and protected.

Expert-led award-winning customer success

New to Auto-QA, or don’t have the expertise in-house? Our award-winning customer success team, contextual help guides and videos will help get you up and running in no time: in fact, we’ve just been recognized as the “Fastest Platform To Implement” by G2.com.

Product tours

What’s it like to use EvaluAgent and help your agents Flourish? Come and take a tour and see for yourself.

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Customer stories

Throughout Europe, North America and Asia-Pacific.

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FAQs

What is Auto-QA?

Auto-QA leverages AI and machine learning to automatically score and identify high-risk conversations by analysing every call, chat and ticket. The resulting insight from across your entire sales and service operation is then automatically grouped and filtered to prioritize deeper dive manual QA, coaching and training on the agents most in need of help.

Can I auto-QA conversations across every channel?

Yes. Unlike other solutions on the market, EvaluAgent Auto-QA can be activated across calls, tickets, social media and chat interactions. To make things as easy as possible, we’ve set up lots of integrations with many of the leading call and ticket management platforms so that any type of conversation can be imported into EvaluAgent.

How does Auto-QA enhance my existing approach to quality management?

It’s important to note that Auto-QA doesn’t remove the need for manual QA. Instead, AI-fuelled automation augments and super-charges QA by running automated quality checks across every conversation to help you dramatically increase your QA-coverage and reduce risk by laser-focusing and thus improving the efficiency and effectiveness of your QA team. So, in effect, it delivers more coverage, less risk, more efficiency, less cost.

How does EvaluAgent’s redaction help keep personal and sensitive data safe and secure?

In addition to our enterprise-level security standards, EvaluAgent’s redaction feature ensures you can totally remove sensitive or customer identifiable information (CII) from any ticket-text, call-transcription or audio-file stored within EvaluAgent without losing context.

Can agents view Auto-QA results?

You decide by simply configuring the platform to control who has access to auto-QA results. For example, whilst you’re testing and validating your auto-QA scorecards, you may choose not to reveal results to the operation until you’re confident with EvaluAgent’s scoring accuracy.

How accurate is the transcription?

The transcription will be good enough to read and understand without listening to the audio, but no transcriptions service on the market is 100% accurate and it doesn’t need to be. There will be words and phrases that are specific to your organisation such as product names or brands that the system will not be able to recognise ‘out of the box’. There will also be certain speakers that are picked up more effectively than others. The impact of background noise will also mean that everyday words can be missed.

All of these affect transcription accuracy, but many can be addressed over time as you tune both the transcription process and write better queries as we discuss in our popular blog: Why Transcription Accuracy Doesn’t Matter As Much As You May Think.

What is Speech Analytics and what is Text Analytics?

Speech analytics is one component of Auto-QA specifically when applied to calls. Firstly, the Automated Speech Recognition (ASR) engine accurately transcribes call recordings into text. That text is subsequently mined using the aptly named text analytics engine to find words and phrases which, if found, imply something may have happened. However, secondly, the ASR engine also detects and analyses audio-metrics such as a speaker’s pace, pitch and tone as well as silence time and over-talk. These audio metrics, alongside the text analytics results can be combined to reveal actionable insights.