In the contact center, better workflows lead to more streamlined interactions, which boosts agent engagement and morale. Agent engagement is critical for contact centers that wish to deliver exceptional customer experiences, which customers expect today. High turnover is the mark of poor engagement and can lead to high cash outlay for recruiting and hiring, and poor customer service, which results in customer churn.
EvaluAgent, a U.K.- and Las Vegas-based contact center quality assurance and performance improvement solutions provider, announced recently that it raised $20 million in a Series A round from PeakSpan Capital, a Silicon Valley and New York City based investment firm focused on growth-stage B2B software companies.
EvaluAgent was founded by executives with decades of experience in the contact center, and the resulting solutions was created to allow organizations worldwide to evaluate every customer interaction on any channel and subsequently coach, train and motivate agents so they can offer consistently outstanding customer experiences.
The persistence of remote and hybrid work post-COVID, coupled with a paradigm shift in the perception of the strategic value of the contact center, have accelerated demand for robust quality assurance (QA) and workforce engagement management (WEM) tools. As organizations seek to simultaneously maximize customer and agent satisfaction, EvaluAgent delivers software carefully architected to achieve both goals.
"EvaluAgent was built after decades in contact center operations and seeing up-close how quality assurance, agent performance improvement, and related workflows desperately needed better solutions," Co-Founder and CEO Jaime Scott said. "Our platform aims to deliver feature-rich automated workflows that are fully integrated into the existing tools of your contact center so that operators and agents alike can be more efficient and effective in delighting customers, supercharging the pathway to smart quality."
The company noted in its announcement that it has seen revenue grow nearly fivefold over the last three years, with customers ranging from Fortune 500 enterprises to mid-market business process outsourcers to growing tech companies. EvaluAgent said it plans to leverage its Series A funding to further enrich its leading QA + WEM products, bring on top-tier talent in meaningfully expanding its fully-remote team, and support customers in new and existing geographies.
Edited by
Greg Tavarez
