evaluagent, a global leader in contact center quality assurance, agent performance improvement and workforce engagement software, announced a native integration with Five9, the Intelligent CX Platform provider. The partnership will enable organizations to take Quality Assurance and Improvement Programs to a new level with AI-based analysis and quality scoring of every conversation captured by the Five9 platform.
Users can unlock actionable insights around expected NPS scores (xNPS), call drivers, and process issues from every call and digital interaction with a seamless connection between the evaluagentCX and Five9 platforms. These insights can be shared with the wider business and used to drive intelligent automated QA and agent improvement workflows to improve operational efficiencies, as well as customer and employee experience.
Leveraging evaluagentCX as a QA co-pilot, organizations can replicate existing scorecards and run AI-powered scoring across every single conversation, whilst taking advantage of automated compliance workflows that help retain a level of human oversight and mitigate risk.
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Both leaders and agents are empowered to transform performance with personalized learning journeys and incentivization through an embedded Learning Management System (LMS), automated improvement workflows and gamification features.
“evaluagent is proud to partner with Five9 to transform workforce engagement, transformation and quality management initiatives with our award-winning platform,” said James Marscheider, CCO, evaluagent. “With many organizations already benefiting from the strength of our integration, it makes complete sense for the services to be accessible from the Five9 marketplace.”
“We are delighted to welcome evaluagent to the Five9 marketplace and to give our joint customers the opportunity to leverage conversations captured by Five9 to drive measurable improvement across agent, contact center, and business operations,” said Jessica Shea, Five9 ISV Manager.
The Five9 Intelligent CX Platform provides a comprehensive suite of solutions to engage with customers across their channel of choice, empower managers with insights and intelligence into contact center performance, and elevate your business to deliver better business outcomes and Bring Joy to CX™. Our cloud-native, scalable, and secure platform includes contact center; omnichannel engagement; Workforce Engagement Management; extensibility through more than 1,450 partners; and innovative, practical AI, automation, and journey analytics that are embedded as part of the platform. Five9 brings the power of people, technology, and partners to more than 2,500 organizations worldwide.
SOURCE: PRWeb