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Description de EvaluAgent

Le logiciel d'assurance qualité d'EvaluAgent comprend toutes les fonctionnalités nécessaires à l'amélioration des performances et à la mise en conformité. Appuyé par une équipe de customer success, EvaluAgent vous aide à évaluer, coacher et motiver vos agents de support.

Qui utilise EvaluAgent ?

Que votre entreprise de service client compte 10 ou 10 000 agents, EvaluAgent offre une solution complète et évolutive qui vous permettra d'évaluer, d'accompagner et de motiver vos meilleurs agents.

EvaluAgent Logiciel - 1
EvaluAgent Logiciel - 2
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EvaluAgent Logiciel - 4

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EvaluAgent

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Types de licence
Fonctionnalités
Intégrations
Facilité d'utilisation
Rapport qualité-prix
Service client
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352
18
4,6 (252)
4,3 (252)
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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur EvaluAgent

Note moyenne

Note globale
4,7
Facilité d'utilisation
4,5
Service client
4,8
Fonctionnalités
4,5
Rapport qualité-prix
4,8

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
65%
4
35%
Karine
Head of Customer Services (R.-U.)
Utilisateur LinkedIn vérifié
Internet, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

A great addition to our Quality Assurance program

5,0 il y a 5 ans

Commentaires : We wanted to push our QA processes and overall quality of service to the next level. However the perspective of multiplying quality forms, evaluations and keeping track of all the reporting through multiple excel files, multiple locations, multiple languages was quite discouraging.
On the contrary, working with Evaluagent opened more doors and allows us to tailor our QA program exactly as we wanted it. We've seen team members are more engaged, as they receive feedback in real time and can see their progress and results in a very visual way.
Team Leaders are also seeing more easily potential for improvement and were excited to move away from the old fashion way of doing evaluations.
It's still early stages, but we believe Evaluagent will be instrumental in helping us reach our quality progression goals.

Avantages :

- it's visual: you can see at a glance what are your teams'/team members' strengths and were you need to focus the coaching - it takes the time consuming reporting part away, so you can actually focus more time on the coaching - it's interactive, and intuitive to use - features and changes requests are taken into consideration and implemented - their support team is amazing!

Inconvénients :

Because I really have to pick one... I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck)

Shakeel
Quality Assurance and Compliance Manager (R.-U.)
Équipements publics, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Quality Assurance and Compliance Manager

5,0 il y a 5 ans

Commentaires : Evaluagent are willing to go above and beyond for their clients. Any support required they are willing to roll their sleeves up and get stuck in to help you achieve your output.

Avantages :

Highlighting live risks to help mitigate further risks. Continued support from Reg ( Legend)

Inconvénients :

The new version meets all of our requirements, external auditors stated Evaluagent’s platform helped us achieve a robust internal defence.

Sandrine
Customer Service Training Coordinator (R.-U.)
Services aux consommateurs, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Supporting CS by being a good CS too

4,0 il y a 5 ans

Commentaires : The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that!

Avantages :

I like the format, the way we could do reporting and see how with just a grid, we could extracts lots of info to help our QA and our teams.

Inconvénients :

The structure is too rigid as we can bearly erase anything, the report is the same, I cannot see agent per agent, or team per team really, no way to get all audits feedbacks somewhere for one to one etc.

Nicola
Deputy CSC manager (R.-U.)
Matériaux de construction, 1 001–5 000 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Alternatives envisagées précédemment :

Customer support

5,0 il y a 5 ans

Commentaires : The Customer Service Centre currently have limited quality monitoring capability and therefore have no measurement for quality of service offered and customer experience. This impacts on the ability to identify relevant areas for improvement, to drive customer loyalty and to drive sales. As the above illustrates, it is lacking in a number of core areas that are vital for driving sales and efficiencies and providing competiveness and effectiveness. – Limited current quality monitoring capability. – Inability to understand our customer requirements and satisfaction. – Impacted ability to drive customer loyalty. – Impacted ability to drive sales and margin. – Impacted ability to set and drive customer SLAs.

Avantages :

Ease of use, Dashboards, reporting functions, flexibility within the tool, non restrictive

Inconvénients :

The login button is well hidden at the bottom of the page!

Melissa
Team Leader (R.-U.)
Édition, 51–200 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Evaulagent Review

4,0 il y a 5 ans

Commentaires : It has given us more flexibility with our QA. It's allowed us to monitor closer and with the Agent side of things now being live it will open a new world from their point of view of having instant access. This in turn should improve the service we are providing to our customers.

Avantages :

I love the dashboard. It gives an instant view of performance at a glance which saves time in report running etc. Sometimes you need the granular detail, others you just need a quick glimpse and this is exactly what it provides.

Inconvénients :

I get a little bit confused with the reporting but i am sure that if I watched more of the videos I would be able to figure it out. I also wish there was a way to select a specific date range on the dashboard. We can only select last 7 days, 30 days, this month etc but sometimes we run over into the following month so it would be good to see specific dates.