Customer experience start-up, EvaluAgent, has secured $20m in a funding round led by PeakSpan to build out its automated quality assurance testing software for contact centers. The platform aims to improve the efficiency of quality assurance teams by using automated workflows to coach and train customer agents across all channels. EvaluAgent not only offers quality assurance but also helps ensure that evaluators’ feedback produces ongoing behaviour change in the agent base. The company’s SmartScore, an automated scoring system, uses both speech recognition technologies and OpenAI’s ChatGPT to identify key moments, summarise conversations and provide coaching tips. The investment will be used towards product enrichment, team expansion and customer support.
EvaluAgent Secures $20 Million to Expand Call Center Agent Evaluation Software
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