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Extract Actionable Insights to Empower Your Agents and Improve Your CX

Contact Centre Supervisors spend considerable amounts of time evaluating agent performance. But with thousands of hours of recorded agent-customer interactions, studies have shown that, on average, they analyze less than 5% of agent-customer interactions.

Enghouse Interactive’s agent evaluation application, SmartQuality, enables comprehensive analysis of up to 100% of interactions – across a multitude of channels – voice, text, email, SMS, social media, and webchat. SmartQuality uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to enable unbiased, comprehensive, and consistent agent evaluation.

Deliver Tangible Improvements with AI

Instead of randomly sampling calls to review, use AI to make your Quality Management ‘smarter’. Free up your supervisors from spending so much time listening to calls. Ensure that your scorecards are less subjective and more objective. Leverage your agent interactions to develop Voice of the Customer (VoC) and Voice of the Employee (VoE) insights.

AI-Augmented Interaction Analysis

Using AI, easily evaluate all customer interactions against defined criteria representing a positive customer experience. This means you can assess up to 100% of interactions, making it easy to identify issues, even infrequent ones.

Improvements through AI
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AI-Directed Call Reviews

Use AI to identify the best recordings for supervisors to review. This will reduce the amount of time spent searching for coachable moments among the ‘average’ interactions. Instead, your managers and supervisors can focus their time on higher-value interactions, issue resolution, and agent coaching.

AI-Driven Scorecards

Manual advisor evaluation is prone to human bias, so this requires ongoing calibration. However, AI is impartial, objective, and consistent when reviewing interactions. Completing scorecards based on objective evaluation criteria, which means supervisors only need to review completed scorecards to provide human input, on an exception basis.

Advantages
The Advantages Of Enghouse Interactive's AI-Enabled Agent Evaluation Solution
Intuitive interface
Evaluate More Than Ever Before
Overcome time and process-related limitations – evaluate 100% of all Agent interactions
Scalability
Enhance and Maximize Workflows
Easily implement automated evaluations without disrupting existing processes
Open standards API
Ensure Consistency - Across the Organization
Consistent, timely and documented evaluations - regardless of Agent or Supervisor personalities
Accessible on any device
Unlocks Voice of the Employee (VoE) Insight
Information gathered from all customer interactions provides data on staff sentiment
Features and Benefits
Top 5 Benefits of Enghouse SmartQuality
Artificial intelligence
Remove Bias
Humans have subjective points of view that can be applied unevenly. AI reduces subjectivity in the advisor evaluation process.
Agent engagement
Improve Agent Engagement
More objective evaluation and better-coached agents are more motivated, engaged, and better equipped to handle each interaction and deliver a positive outcome.
CX
Deliver Winning CX
More engaged, informed, and positive agents deliver better service and higher first contact resolution (FCR) rates. Getting it right the first time means agents don’t need to handle the same query multiple times.
Increase productivity
Boost Supervisor Productivity
Free up your supervisors to focus performance reviews where they are needed most. Allocate more time to higher-value management activities.
Increase revenue
Increase Revenue & Profitability
Develop a better understanding of what customers want and value, while efficiently completing agent evaluations, optimize coaching, and improve FCR.
Contact center female employee
Deployment Options

Enghouse Interactive solutions offer multiple deployment options – choose the one that’s right for you!

Enghouse Collateral
Brochure
Enghouse Artificial Intelligence: AI-Enabled Agent Evaluation
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Enghouse Resources
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