EvaluAgent nets $20M to enhance call center QA
NEWCASTLE, UNITED KINGDOM — Quality assurance software developer EvaluAgent secured $20 million in a Series A round led by venture capitalist PeakSpan.
The funds will be used to enrich its product, expand its remote team, and support customers in various regions.
Started by Jaime Scott, Michelle Dinsmore, and Alex Richards in 2012, EvaluAgent focuses on easing the burden of contact center managers by facilitating the evaluation of customer calls and texts.
The software analyzes voice and text conversations across channels to provide training and coaching for customer agents.
Through an automated scoring system, SmartScore, EvaluAgent utilizes speech recognition technologies and OpenAI’s ChatGPT to transcribe and summarize conversations, providing coaching tips and interaction ratings.
It automatically tags key moments like customer frustration and complaint escalation, aiming to streamline the QA process.
Scott, the company’s CEO, emphasized that the automated systems are not intended to replace human QA evaluators. He further stated that EvaluAgent had adopted the best AI models and planned to incorporate further AI innovations.
Despite concerns about potential biases in AI evaluation, EvaluAgent has enjoyed significant growth, with revenue increasing almost fivefold in the last three years. With a diverse clientele, ranging from Fortune 500 companies to mid-market business process outsourcers, EvaluAgent aims to provide a complete QA solution for contact centers.
