Monday, 26 June 2023, Bengaluru, India
Three friends, Jaime Scott, Michelle Dinsmore, and Alex Richards, decided to start their own business, EvaluAgent, to create quality assurance testing software for contact centres after more than ten years in the customer experience sector.
The three co-founders claim that their mutual ambition to find a solution to the contact centre manager overwork served as their driving force. It takes time to review client calls and texts for quality assurance calls; it’s rarely done regularly. According to one estimate, only 1% to 2% of calls to a contact centre are ever assessed.
The major goal of the contact centre, according to Scott, who serves as the company’s CEO and corresponded with TechCrunch via email, is to assist customers. The fact that these consumers are people means that they will always demand a level of service and an experience beyond what technology is capable of. With a better working environment, agents can offer a better client experience.
EvaluAgent was founded by Scott, Dinsmore, and Richards in 2012. The staff expanded swiftly, focusing primarily on serving a select group of corporate clients. When Scott claims the leadership identified a need in the industry for a more adaptable software-as-a-service-based quality assurance testing solution, that all changed in 2018 and 2019.
EvaluAgent’s technology now intends to assist quality assurance employees in analyzing interactions across voice and text channels to coach and train customer service representatives. EvaluAgent attempts to increase the effectiveness of QA teams through largely automated procedures by displaying statistics on quality assurance on a single dashboard.
Employees may discover answers to frequent issues in EvaluAgent’s built-in company knowledge library, while managers can provide feedback to employees using a dedicated interface within the software.
In addition to providing quality assurance, Scott added, “EvaluAgent gives customers tools to make sure that evaluators’ findings translate into ongoing behaviour change in the agent base.” “The platform serves as a comprehensive system of record for quality teams in contact centres,” says the statement.
Additionally, EvaluAgent provides an automated scoring system that uses OpenAI’s ChatGPT and various voice recognition algorithms. The program, SmartScore, employs ChatGPT, an AI chatbot that can interpret the text to summarise talks and summarise them for insights, grading line items and giving coaching advice.
Scott stated, “out-of-the-box key moments, such as customer annoyance, follow-up contact, and complaint escalation, are automatically tagged.” “It… enables organizations to increase interaction coverage and simplify the quality assurance process while maintaining full control over quality teams.”
The business’s success appears to have been unaffected by the lack of transparency. With clients that range from Fortune 500 corporations to mid-market business process outsourcers and IT firms, EvaluAgent boasts that its revenue has increased by over five times over the previous three years.
Major investors noted the movement and injected money into EvaluAgent’s Series A. The Series A, headed by PeakSpan and announced today, concluded at $20 million, bringing EvaluAgent’s total funding to $21 million.
According to Scott, the Series A financing will improve the company’s products, grow its remote team, and provide customer assistance in “new and existing geographies.”
He says over 25% of contact centres still operate their quality assurance (QA) programs using spreadsheets, and another 25% make the most of internal legacy tools. “Contact centres are facing a new dynamic — balancing a leaner staff and fewer onsite agents with an increasingly demanding customer (call volumes, hold times, and escalations have been steadily rising), all while optimising cost to navigate a potentially choppy macroenvironment.”
[Source of Information : Techcrunch.com]
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