Evaluagent Partners With Five9 to Elevate CX

Evaluagent has announced a native integration with Five9. This partnership enhances Quality Assurance and Improvement Programs through AI-based analysis and quality scoring of all conversations captured by the Five9 platform.

The integration enables users to gain insights on expected NPS scores, call drivers, and process issues from every call and digital interaction.

These insights can drive automated QA and agent improvement workflows, enhancing operational efficiencies and both customer and employee experiences.

With evaluagentCX as a QA co-pilot, organizations can replicate existing scorecards and utilize AI-powered scoring for every conversation, while automated compliance workflows ensure human oversight and risk mitigation.

Leaders and agents can improve performance through personalized learning journeys, incentivization via an embedded Learning Management System (LMS), automated improvement workflows, and gamification features.

James Marscheider, CCO, evaluagent said, “evaluagent is proud to partner with Five9 to transform workforce engagement, transformation and quality management initiatives with our award-winning platform,”

“We are delighted to welcome evaluagent to the Five9 marketplace and to give our joint customers the opportunity to leverage conversations captured by Five9″ said Jessica Shea, Five9 ISV Manager.

Author: Hannah Swankie