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EnghouseAI
Automated Agent Evaluation
Analyze up to 100% of customer interactions for consistent and unbiased contact center agent performance evaluation
Contact center supervisors spend considerable amounts of time evaluating agent performance. But with thousands of hours of recorded agent-customer interactions, studies have shown that, on average, they analyze less than 5% of these interactions.
Enghouse Interactive’s Automated Agent Evaluation solution enables comprehensive analysis of up to 100% of interactions – across a multitude of channels: voice, text, email, SMS, social media, and webchat. Automated Agent Evaluation uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to analyze and score each interaction based on your specified criteria.
Deliver Tangible Improvements with AI
Instead of randomly sampling a (typically small) subset of customer interactions to review, use EnghouseAI to make your Quality Management ‘smarter’ and more thorough. Free up supervisors from spending so much time manually evaluating interactions and more time on agent development.
AI-Augmented Interaction Analysis
EnghouseAI Automated Agent Evaluation uses easily customizable scorecards that reflect your defined criteria for a positive customer experience. This means you can identify issues quickly, even infrequent ones. And with years of experience in computational linguistics, our solution will deliver a comprehensive analysis featuring sentiment, script adherence, and automatic characterization.
Advantages
AI-Enabled Automatic Evaluations
Trusted Expertise in Enhanced CX
With years of expertise in both contact centers and Artificial Intelligence, our Automated Agent Evaluation solution is uniquely positioned to deliver accurate and consistent assessments.
Mindful and Effective use of AI
Our experts know how to avoid the pitfalls of using AI in contact centers and ensure that these powerful tools are mindfully and effectively applied to automating the task of evaluating agents using all customer interactions.
Guaranteed Value and ROI
Leveraging the cost-effective Enghouse-developed Transcription Service, with deep language support and high accuracy, leads to higher efficiency and a clear return on investment.
Features and Benefits
Top Benefits of EnghouseAI Automated Agent Evaluation
Analyze up to 100% of Interactions
Most organizations only manage to review a small sampling of their customer interactions doing it manually. Automated Agent Evaluation enables 100% coverage.
Increase Accuracy and Consistency
Remove human bias and perform assessments against the same criteria, ensuring consistent and objective evaluations across all agents in all locations.
Improve Agent Development
Evaluating every interaction provides a complete view of agent performance and allows better and more directed coaching and training.
Boost Supervisor Effectiveness
Free up your supervisors to focus on management activities that require personal attention, such as agent development and training.
Deliver Winning CX
Well-trained agents are more engaged, informed, and positive, resulting in better service, higher first contact resolution (FCR) rates, and greater customer satisfaction.
Improve Compliance with Regulations and Policies
Combine agent evaluation with live AI-based monitoring to ensure that interactions comply with industry regulations and company policies in real time, and identify items for follow-up.
Elevate Agent Job Satisfaction
Performing objective, AI-driven assessments can improve agent trust in the evaluation process, leading to higher job satisfaction. Supervisors will also be able to more easily identify and reward good performance.
Easily Adapt to Changing Needs
With easily customizable scorecards, EnghouseAI’s Automated Agent Evaluation can quickly adapt to new evaluation criteria and changing company policies.
Complementary
Enghouse Solutions
Recording and Quality Management
Protect your customers and your organization with HD call recording, keyword indexing, timestamping, and encryption. Optimize agent coaching, training, and performance. More…
Analytics
Used as a call center quality-monitoring program to continually assess the performance of your underlying applications, and infrastructure. More…
AI Insights
Listen, Understand and Act on what your customers are saying. Use AI to analyze 100% of customer interactions and uncover positive experiences, issues and trends. Then take action to optimize processes, services, and solutions based on real customer inputs. More…
Survey Management
Reach out to customers to request their active feedback using Enghouse’s efficient and effective industry-leading survey capabilities. Conduct automatic post-interaction sampling or proactive campaigning that allows you to gather comprehensive “Voice of the Customer” data to inform CX and organizational improvements. More…
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