Conversation Intelligence Software for Call Centers
Find your focus with evaluagentCI
Extract insights from every interaction across all channels to truly understand issues such as returns, repeat contacts, regulatory breaches, churn, complaints and lost sales, and drive impactful changes at scale.
Anticipate customer needs. With smart mapping and accurate topic tracking, you’ll gain the insights you need to be proactive.
Connect your data
Extract, format and share without limits–and easily link all data sources for a single view of customer intelligence.
Easy to customize
Choose your LLM and leverage no-code tools to craft custom summaries and topic prompts, zeroing in on what matters most.
See results fast
Get rapid results with a practical, easy to use solution. Designed by CX experts and built for action–
no data science needed!
Understand what happens across every interaction
Gain an in-depth understanding of every conversation to drive positive improvements for your people, processes, and products – not to mention your customers!
Powerful technology that drives deeper insights
Effortless integration for total coverage: Seamlessly bring interactions into evaluagentCX, for true multi-channel coverage across calls, emails, chats, tickets, and chatbot conversations.
Market-leading transcription: Powered by Deepgram, our solution handles background noise, cross-talk, and diverse accents, offering single and dual-channel capabilities with precise speaker detection.
Automated Tagging for Calls: Calls are automatically tagged with essential audio metrics, highlighting silence and overtalk percentages.
Discover what’s impacting your customer experience
Sentiment analysis: Identify sentiment across all channels, from high-risk interactions with prolonged negativity, to high-value interactions that show your team what good looks like
Out-of-the-box Insight Topics: Automatically analyze interactions against topics such as Empathy, Dissatisfaction, Complaints and more.
Easily identify problems: Uncover issues with returns, repeat contacts, regulatory breaches, complaints, and lost sales by analyzing 100% of interactions.
Optimize and customize your QA process while protecting customers
Protect privacy with redaction: Protect sensitive data – choose from out-of-the-box options or create custom redaction rules tailored to your organization.
Laser-focused QA: Harness filters to find and group crucial must-monitor interactions, making the very best use of your QA team’s time.
Search with customized filters: Utilize comprehensive data and data tags (metadata, sentiment, audio metrics, Insight Topics) for smarter searching.
Maximize Insight Topics with SmartIntelligence: Create and apply unlimited custom topics to easily identify the things that matter to your business.
Product Tour
Bridging the insight gap
evaluagentCX is built on the belief of leaving no stone unturned. That’s why we can help you analyze 100% of interactions – be it calls, emails, social media, web chats, or even chatbots. Our mission? To uncover the hidden gems and potential pitfalls in process, policy, product, agent, and customer behaviors.
See your AI-powered QA and Automated Agent Improvement Co-Pilot that uses intelligence from every interaction to understand, elevate and differentiate your Customer Experience at scale.
