A smarter route to performance management
Harness conversations captured by Red Box in an all-in-one Quality Assurance (QA) and improvement platform to assess agents, generate actionable insights, and delight your customers.
Red Box has joined forces with EvaluAgent - a leading analytical-driven CX platform - to automate and augment your QA process. Leveraging high-quality voice data captured by Red Box, evaluate, coach, and engage front-line agents with a scalable QA solution and move away from manual sampling to uncover macro-level trends and assess Contact Centre interactions in one platform.
Make every conversation count
Utilising Red Box’s rich audio and metadata, configure chosen sets of conversational data, playback audio for accurate analysis, and track how your QA efforts are positively impacting your business KPIs.
Transform your Quality Assurance
High-quality Audio Capture
Highly resilient voice capture and connectivity across major communications platforms, legacy and new, to ensure optimised accuracy of transcripts for evaluation.
Quickly identify at-risk conversations and correlate customer feedback with your internal quality scores to make sure your QA framework is measuring what matters.
View results, quality, and performance data on one single platform. Filter performance reviews across any level of the organisation and access intuitive reports.
Automated Work Queues
Remove selection bias by configuring and scheduling automated workflows that send important conversations to your QA team for deep-dive analysis.
Review, playback, and score conversations for fast actionable root-case analysis, and provide team leaders and coaches with valuable insights they can act on.
eLearning and Coaching
Use data-rich insights on agent performance to trigger, schedule, manage, and record meetings, and create engaging lessons delivered to the right agent at the right time.
Transform your QA with EvaluAgent