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June 26, 2023

EvaluAgent Raises $20M to Revolutionize Call Center QA Software

Industry veterans unite to launch EvaluAgent, revolutionizing contact center quality assurance software

EvaluAgent, a customer experience startup founded by Jaime Scott, Michelle Dinsmore, and Alex Richards, has raised $20 million in Series A funding to develop innovative quality assurance testing software for contact centers. Their platform aims to address the challenges faced by contact center managers in evaluating customer calls, with the goal of enhancing employee experience and improving customer satisfaction.

EvaluAgent's platform provides a comprehensive solution for analyzing and coaching customer agents through automated workflows and a unified dashboard. With features such as AI-powered question suggestions, conversation analysis across channels, and a dedicated feedback tool, EvaluAgent empowers quality assurance teams to streamline their processes and drive ongoing behavior change among agents.

EvaluAgent leverages AI technologies, including speech recognition and ChatGPT, to transcribe and summarize conversations, tag key moments, and provide valuable insights and coaching tips. While concerns regarding bias are relevant, EvaluAgent emphasizes that their AI models are not intended to replace human evaluators but rather augment their capabilities.

EvaluAgent's revenue has surged significantly over the past three years, catering to a diverse range of customers, from Fortune 500 enterprises to mid-market business process outsourcers and tech companies. The company's latest funding round, led by PeakSpan, has raised $20 million, enabling EvaluAgent to further enhance its products, expand its remote team, and support customers in various geographies.

With its innovative approach to call center quality assurance, EvaluAgent is poised to transform the industry by offering advanced software solutions that prioritize employee experience and elevate customer satisfaction. The recent funding injection will fuel EvaluAgent's growth, allowing them to continue revolutionizing the way contact centers evaluate and improve their operations in an ever-evolving landscape.

Neil Hodgson-Coyle
Neil Hodgson-Coyle
Editorial chief at TechNews180
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