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Evaluagent | |
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| Plug and Play with 100 agents |
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| Scales to 1,000+ agents |
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| Custom object integration |
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| Flexible, configurable scorecards |
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| Single instance supports multiple groups (multi-client BPO) |
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| Fully configurable dashboard and BI reports |
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| Automated QA evaluators' assignments & workflows |
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| Advanced criteria to select conversations for QA |
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| Embedded learning Management System |
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EvaluAgent doesn’t include agent dashboards. Scorebuddy, on the other hand, comes with flexible, personalized dashboards for each agent, so you can highlight their quality scores and deliver coaching tips directly. This is a proven way to maximize agent engagement, leading to better performance and reduced churn.
EvaluAgent includes some reporting functionality, but it’s limited in comparison to Scorebuddy’s business intelligence tool. Scorebuddy BI comes with out-of-the-box templates so you can turn complex data into actionable insights and make instant improvements to agent performance, customer experience, and operational efficiency.
Scorebuddy is ISO 27001 Security Certified and fully compliant with leading privacy and data security regulations like CCPA and GDPR. Ensure regulatory compliance, protect client data, and demonstrate commitment to privacy, security, and consumer protection to build trust and cement loyalty.
While EvaluAgent’s workflows are limited for scaling QA efficiently, Scorebuddy allows you to streamline your QA process with agent self-scoring, automated workflows, and more, freeing up staff to focus on complex, valuable tasks. Identify knowledge gaps, operational issues, and system errors to improve efficiency, cut costs, and scale QA effortlessly.
EvaluAgent struggles to meet the needs of complex organizational structures, but Scorebuddy is built to support businesses of any size, including BPOs and companies with multiple branches worldwide. With flexible QA tools designed for BPOs and global businesses, you can scale quickly and allocate resources to meet evolving client needs.
Our scorecard builder is far more customizable than EvaluAgent’s tool. You can create scorecards for any goal, from CX to compliance, using numeric, non-numeric, and pass/fail formats, as well as flexible question weighting and auto-fail prioritization. Apply uniform scorecards for consistent evaluations or target specific teams & agents with tailored designs.
Scorebuddy offers considerably more out-of-the-box reporting options than EvaluAgent, so you can immediately identify compliance gaps and take swift action to safeguard against potential legal, financial, and reputational repercussions. Automate compliance monitoring to receive real-time breach alerts and maintain a compliance audit trail.
Scorebuddy is the only quality assurance platform that comes with an integrated, fully featured learning management system, so you can deliver engaging, targeted training without having to transfer data or jump between platforms. Link training directly to QA so agents can cement their learnings in real-world scenarios.
AutoQA, our conversational analytics software, offers 100% coverage of all agent-customer interactions. Improve CX, drive revenue growth, boost efficiency, and reduce compliance risk with custom rule creation, precise filtering, and one-click ticket exports. Quickly identify and address problems on both sides of the conversation to address issues before they escalate.
