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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.”