Announced today, the Series A, led by PeakSpan, closed at $20 million, bringing EvaluAgent’s total raised to $21 million. The momentum captured the attention of major investors, which poured cash into EvaluAgent’s Series A. EvaluAgent claims it’s 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. The lack of transparency hasn’t gotten in the way of the company’s success, it seems. 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.” “We are model-agnostic, which we believe is a significant advantage in the modern rapidly-evolving AI landscape. “EvaluAgent has made investments in its technical resources to incorporate the best AI models available for its use cases,” he said. But he stressed that they aren’t intended to replace human quality assurance evaluators. Scott didn’t elaborate on which measures, if any, EvaluAgent takes to combat bias in its algorithms. After all, studies have shown that AI is more likely to classify Black speech as “toxic” or “offensive.” And it’s well-understood that voice recognition tech, too, is racially and ethnically biased. One wonders about bias creeping into the algorithms used to evaluate agents’ actions, though. “Altogether, the platform represents a complete system of record for contact centers’ quality teams.” “EvaluAgent not only delivers quality assurance, but also provides customers with tools to ensure that evaluators’ findings convert to ongoing behavior change in the agent base,” Scott said. Managers can give employee feedback via EvaluAgent’s dedicated tool while employees can find answers to common questions in EvaluAgent’s built-in company knowledge base. Via mostly automated workflows, EvaluAgent tries to boost the efficiency of QA teams, showing quality assurance-related stats in a unified dashboard. Today, EvaluAgent’s platform aims to help quality assurance staff analyze conversations - both text and voice - across channels to coach and train customer agents. That changed in 20, when Scott says the leadership recognized a gap in the market for a more flexible software-as-a-service-based quality assurance testing solution. The team grew quickly, but was largely focused on working with a small number of corporate clients. Scott, Dinsmore and Richards incorporated EvaluAgent in 2012. Our belief is that the greater the employee experience for agents, the greater the customer experience they’ll be able to offer.” “Those customers are human beings and, as such, are always going to demand a level of service and experience technology alone won’t be able to offer. “At its heart, the contact center’s role is to serve customers,” Scott, who serves as the company’s CEO, told TechCrunch in an email interview. According to one source, only between 1% and 2% of calls to a contact center actually get evaluated. Reviewing customer calls and texts for quality assurance calls takes time - so much time, in fact, that it’s rarely done regularly. The three co-founders say they were motivated by a shared desire to find a solution to the problem of contact center manager overwork. 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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