Uncover insights with conversation intelligence

Spot patterns, analyze trends, and share valuable customer intelligence across your business – with 100% coverage, evaluagentCX makes it easier than ever.

Discover the impact conversation intelligence can have on your contact center

Your contact center houses a goldmine of information. evaluagentCX’s conversation intelligence uses AI to help you turn that insight into action. Understand what’s working, what needs attention, and start improving your customers’ experience today.

Identify demand drivers quickly

Reduce reliance on your contact center. With our conversation intelligence platform evaluagentCX, you can automatically identify contact drivers, customer intent, and opportunities for self-service or automation.

• Pinpoint reason for contact and get to the root causes of customer issues
• Eliminate repetitive, low-value customer interactions
• Make confident decisions with evidence-backed insights

Hear the voice of your customer

Go beyond unreliable surveys. evaluagentCX helps you understand how your customers really feel. Analyze customer sentiment, identify vulnerability and monitor customer reactions to new products, services, policies and processes in real-time.

• Track topics and wider issues before they turn into escalations
• Achieve valuable insights as you consistently measure, monitor and improve
• Change your approach from reactive to proactive

Reveal previously hidden insights

Understand conversation complexity, repeat contacts, and how effective your team is at resolving customer queries with evaluagentCX’s proprietary xMetrics. Identifying problem areas has never been faster.

• Identify where agents need support by measuring conversation complexity
• Uncover issues frustrating customers with GenAI Customer Effort scores
• Demonstrate regulatory adherence and good outcomes

Drive meaningful change with next best actions

Create smarter Auto-QA workflows and automatically share insights across the organisation without any manual effort. From agent learning, to detecting compliance breaches, you’ll be on the path to better CX.

• Upskill agents with targeted training
• Stay on top of compliance requirements
• Use QA time effectively on high-value conversations

Explore our conversation intelligence features

Proprietary xMetrics

Automatically identify and analyze complexity, repeat callers, vulnerability and more, with no extra effort from you.

Interactive dashboards & filtering

evaluagentCX prevents data overload, helping you find issues quickly and report on the metrics that matter.

Summarization, audio metrics and Reason for Contact

Our intelligence software uses generative AI to help your team see key conversation insights at-a-glance, speeding up root-cause analysis and opportunity assessment.

AI-driven insight topics and intents

Automatically categorize each conversation to uncover the key reasons behind customer contacts.

Omnichannel coverage

Get total visibility of interactions across every single channel and multiple languages.

Seamless integration

Easily link all your data sources together for a single view of customer intelligence.

Customize with ease

Customize summaries, reasons for contact, topics, and LLMs to focus on what matters to you.

Export intelligence

Share insights directly to your marketing, operations, or analytics tools with ease using our API.