Red Box and EvaluAgent join forces to improve call centre performance through voice data

Red Box, the leading platform for voice capture, and EvaluAgent, the all-in-one quality and performance management platform, have joined forces to enable call centre managers to access high quality voice conversations and transform quality assurance (QA) processes through automation.

The partnership marks a step forward for call centre managers who will be able to more easily analyse the conversations that matter, painting a far richer picture of quality and performance, areas for improvement and root causes of service or product issues.

Access to high quality data has been a barrier to the widespread adoption of this practice. That’s why, going against the grain of the industry, Red Box does not build walls around the data it collects, instead empowering call centre managers to unlock the value of voice conversations through its open API approach.

EvaluAgent joins Red Box’s ecosystem of best-in-breed analytics partners, with the product suite available to customers through Red Box and its channel partner ecosystem. This is EvaluAgent’s second strategic alliance, as the scale-up’s partnership programme continues to build momentum following their first OEM agreement with leading CCAAS (contact-centre-as-a-service) provider, Puzzel, in Q4 of last year.

James Marscheider, CCO of EvaluAgent, says: “We’re delighted to be embarking on our second strategic alliance, and especially with such a well-regarded business as Red Box. Off the back of this and a strong start to the year, 2022 is going to be a big year for EvaluAgent with an ambitious roadmap of new products, integrations and investment into channel enablement as we continue to scale up quarter after quarter.”

EvaluAgent has found that increasingly, call centre managers are turning to voice data analytics to better understand their organisations. However, common issues which hamper success include poor quality data which may not be in a useable format, integration with legacy systems and lack of access to siloed data.

Pete Ellis, Chief Product Officer at Red Box, says: “With many organisations still relying on legacy quality assurance processes and manual sampling of calls, the Red Box and EvaluAgent integration enables customers to more easily surface the calls that matter and derive actionable insights that generate additional revenue, retain customers, and nurture agent skills and performance.”

About EvaluAgent

EvaluAgent is a Quality Assurance (QA) and Performance Improvement platform that helps Contact Centres Agents have better conversations with customers and make fewer mistakes.

Built by former QA leaders, EvaluAgent’s Smart Quality software blends AI with the best bits of traditional QA to improve the efficiency and effectiveness of Quality Assurance teams. Automating admin and streamlining workflows, this smarter approach empowers teams to evaluate more interactions, quickly identify areas for improvement and hold meaningful coaching conversations in a single platform.

As a result, Contact Centres such as Vitality Insurance and have saved thousands of pounds through measurable improvements in Average Handle Time and First Contact Resolution while at the same time increasing CSAT scores and successfully demonstrating the fair treatment of customers to industry regulators.

Trusted by businesses around the world, EvaluAgent is well placed to help Contact Centres of all sizes transform their approach to Quality Assurance for the good of their agents, their customers and their wallets.


About Red Box

Red Box provides a voice data capture platform that enables enterprise businesses to unlock the power of their voice data to drive digital transformation, AI innovation and compliance.

Voice conversations are happening everywhere, across every organisation. Capturing and understanding those conversations is fundamental to business success today – but conversations are complex. They can take place across different channels and platforms, involve different people, and at different moments in time.

With over 1,500 global customers, Red Box is trusted by six of the world’s top banks, 85% of global interdealer brokers, 500+ call centres and over 70% of UK police forces to capture and secure millions of calls daily.

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