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{"id":35858,"date":"2023-06-23T21:52:35","date_gmt":"2023-06-23T21:52:35","guid":{"rendered":"https:\/\/scienceandnerds.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-that-evaluates-call-center-agents\/"},"modified":"2023-06-23T21:52:36","modified_gmt":"2023-06-23T21:52:36","slug":"evaluagent-raises-20m-to-build-out-software-that-evaluates-call-center-agents","status":"publish","type":"post","link":"https:\/\/scienceandnerds.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-that-evaluates-call-center-agents\/","title":{"rendered":"EvaluAgent raises $20M to build out software that evaluates call center agents"},"content":{"rendered":"

Source:https:\/\/techcrunch.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-to-evaluate-call-center-agents\/<\/a><\/br>
\nEvaluAgent raises $20M to build out software that evaluates call center agents<\/br>
\n2023-06-23 21:52:35<\/br><\/p>\n

\n

After spending more than a decade in the customer experience industry, three friends, Jaime Scott, Michelle Dinsmore and Alex Richards, decided to launch their own company, EvaluAgent<\/a>, to develop quality assurance testing software for contact centers.<\/p>\n

The three co-founders say they were motivated by a shared desire to find a solution to the problem of contact center manager overwork. Reviewing customer calls and texts for quality assurance calls takes time \u2014 so much time, in fact, that it\u2019s rarely done regularly. According<\/a> to one source, only between 1% and 2% of calls to a contact center actually get evaluated.<\/p>\n

\u201cAt its heart, the contact center\u2019s role is to serve customers,\u201d Scott, who serves as the company\u2019s CEO, told TechCrunch in an email interview. \u201cThose customers are human beings and, as such, are always going to demand a level of service and experience technology alone won\u2019t be able to offer. Our belief is that the greater the employee experience for agents, the greater the customer experience they\u2019ll be able to offer.\u201d<\/span><\/p>\n

Scott, Dinsmore and Richards incorporated EvaluAgent in 2012. The team grew quickly, but was largely focused on working with a small number of corporate clients. That changed in 2018 and 2019, when Scott says the leadership recognized a gap in the market for a more flexible software-as-a-service-based quality assurance testing solution.<\/p>\n

Today, EvaluAgent\u2019s platform aims to help quality assurance staff analyze conversations \u2014 both text and voice \u2014 across channels to coach and train customer agents. Via mostly automated workflows, EvaluAgent tries to boost the efficiency of QA teams, showing quality assurance-related stats in a unified dashboard.<\/p>\n

Managers can give employee feedback via EvaluAgent\u2019s dedicated tool while employees can find answers to common questions in EvaluAgent\u2019s built-in company knowledge base.<\/p>\n

\u201cEvaluAgent not only delivers quality assurance, but also provides customers with tools to ensure that evaluators\u2019 findings convert to ongoing behavior change in the agent base,\u201d Scott said. \u201cAltogether, the platform represents a complete system of record for contact centers\u2019 quality teams.\u201d<\/p>\n

EvaluAgent also offers an automated scoring system, driven by a combination of speech recognition technologies and OpenAI\u2019s ChatGPT. The system, SmartScore, transcribes conversations if necessary and uses ChatGPT \u2014 an AI chatbot that understands text \u2014 to summarize <\/span>them for insights, rating line items and providing coaching tips. <\/span><\/p>\n

\u201cOut-of-the-box key moments, such as customer frustration, repeat contact, and complaint escalation, are automatically tagged,\u201d Scott explained. \u201cIt \u2026 empowers organizations to achieve more interaction coverage and streamline the quality assurance process while keeping quality teams in full control.\u201d<\/p>\n

\"EvaluAgent\"<\/p>\n

Image Credits:<\/strong> EvaluAgent<\/p>\n<\/div>\n

One wonders about bias creeping into the algorithms used to evaluate agents\u2019 actions, though. After all, studies have shown that AI is more likely to classify<\/a> Black speech as \u201ctoxic\u201d or \u201coffensive.\u201d And it\u2019s well-understood that voice recognition tech, too, is racially and ethnically biased<\/a>. So can SmartScore be trusted?<\/p>\n

Scott didn\u2019t elaborate on which measures, if any, EvaluAgent takes to combat bias in its algorithms. But he stressed that they aren\u2019t intended to replace human quality assurance evaluators.<\/p>\n

\u201cEvaluAgent has made investments in its technical resources to incorporate the best AI models available for its use cases,\u201d he said. \u201cWe are model-agnostic, which we believe is a significant advantage in the modern rapidly-evolving AI landscape. Additional AI-fueled innovation and automation, which incorporate the latest AI models but allow quality assurance teams to remain at the center of key workflows, will follow on the back of this financing.\u201d<\/p>\n

The lack of transparency hasn\u2019t gotten in the way of the company\u2019s success, it seems. EvaluAgent claims it\u2019s seen revenue grow nearly fivefold over the last three years, with customers ranging from Fortune 500 enterprises to mid-market business process outsourcers and tech companies.<\/p>\n

The momentum captured the attention of major investors, which poured cash into EvaluAgent\u2019s Series A. Announced today, the Series A, led by PeakSpan, closed at $20 million, bringing EvaluAgent\u2019s total raised to $21 million.<\/p>\n

PeakSpan\u2019s Phil Dur, the lead partner on the deal, says that he saw \u201ctremendous opportunity\u201d in what he described as the \u201cquality arena.\u201d That\u2019s despite stiff competition<\/a> in the over-$35.3-billion space, apparently \u2014 startups including Invoca<\/a> offer features similar to \u2014 but not exactly the same as \u2014 EvaluAgent\u2019s.<\/p>\n

\u201cHaving spent years studying the category, we believe EvaluAgent is the strongest vendor of quality assurance and performance improvement software,\u201d Dur said via email. \u201cThe platform shines for small and mid-market contact centers, while maintaining the capacity to serve enterprise-level businesses with large contact center operations.\u201d<\/p>\n

Scott says that the Series A funding will be put toward enriching its products, expanding its remote team and supporting customers in \u201cnew and existing geographies.\u201d<\/p>\n

\u201cRoughly 25% of the contact center market still runs their QA programs on spreadsheets, while another portion makes the best of in-house legacy tools,\u201d he said. \u201cContact centers are facing a new dynamic \u2014 balance leaner staff and fewer onsite agents with an increasingly demanding customer (call volumes, hold times and escalations have been steadily rising) all while optimizing cost to navigate a potentially choppy macroenvironment.\u201d<\/p>\n<\/p><\/div>\n

<\/br><\/br><\/br><\/p>\n

Science, Tech, Technology<\/br>
\n<\/br>
\nSource:https:\/\/techcrunch.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-to-evaluate-call-center-agents\/<\/a><\/br><\/br><\/p>\n","protected":false},"excerpt":{"rendered":"

Source:https:\/\/techcrunch.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-to-evaluate-call-center-agents\/ EvaluAgent raises $20M to build out software that evaluates call center agents 2023-06-23 21:52:35 After spending more than a decade in the customer experience industry, three friends, Jaime Scott, Michelle Dinsmore and Alex Richards, decided to launch their own company, EvaluAgent, to develop quality assurance testing software for contact centers. The three co-founders say […]<\/p>\n","protected":false},"author":1,"featured_media":35859,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","om_disable_all_campaigns":false,"pagelayer_contact_templates":[],"_pagelayer_content":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[26,17,8],"tags":[],"class_list":["post-35858","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-science","category-tech","category-technology"],"yoast_head":"\nEvaluAgent raises $20M to build out software that evaluates call center agents - Science and Nerds<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/scienceandnerds.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-that-evaluates-call-center-agents\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"EvaluAgent raises $20M to build out software that evaluates call center agents - Science and Nerds\" \/>\n<meta property=\"og:description\" content=\"Source:https:\/\/techcrunch.com\/2023\/06\/23\/evaluagent-raises-20m-to-build-out-software-to-evaluate-call-center-agents\/ EvaluAgent raises $20M to build out software that evaluates call center agents 2023-06-23 21:52:35 After spending more than a decade in the customer experience industry, three friends, Jaime Scott, Michelle Dinsmore and Alex Richards, decided to launch their own company, EvaluAgent, to develop quality assurance testing software for contact centers. 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