Middlesbrough, England-based EvaluAgent, a Quality Assurance (QA) and Performance Improvement platform, announced on Friday, June 23 that it has raised $20M (approximately €18.3M) in a Series A round of funding from PeakSpan Capital.
As part of the round, Phil Dur, co-Founder and Managing Partner at PeakSpan, will join EvaluAgent’s board of directors.
EvaluAgent says it will use the funds to advance its Quality Assurance & Agent Improvement Platform Capabilities. It will also expand its fully-remote team and support customers in new and existing geographies.
“EvaluAgent was built after decades in contact center operations and seeing up-close how quality assurance, agent performance improvement, and related workflows desperately needed better solutions,” says Jaime Scott, co-founder and CEO of EvaluAgent.
“Our platform aims to deliver feature-rich automated workflows that are fully integrated into your contact center tools so that operators and agents alike can be more efficient and effective in delighting customers, supercharging the pathway to smart quality,” adds Scott.
EvaluAgent: Helps Contact Center Agents have better conversations
Founded by Jaime Scott (CEO), Michelle Dinsmore (COO), and James Marscheider (CCO) in 2012, EvaluAgent‘s core consists of Quality Assurance and Auto-QA products, helping contact centres customise, execute, and analyse all interactions across all channels.
The company says its QA solution is complemented by WEM tools, which ensure sustained improvement among agent users.
With the Series A funding, the company will also deepen its existing efforts to leverage artificial intelligence to automate workflows.
The company says its Smartscore product, in addition to its full Auto-QA offering, empowers organisations to achieve 100 per cent interaction coverage and streamline the QA process while keeping quality teams in full control.
The investor
PeakSpan Capital is a growth equity firm based in New York City and San Mateo. The company has partnered with over 40 high-growth software businesses and has over $1.5B AUM.
“We see tremendous opportunity in the quality arena and, having spent years studying the category, believe EvaluAgent is the strongest vendor of quality assurance and performance improvement software,” says Phil Dur.
“The platform shines for small and mid-market contact centres, while also serving enterprise-level businesses with large contact centre operations. The EvaluAgent team is customer-obsessed and tech-forward, with a dedicated AI strategy tailored to the realities of the modern contact centre – this combination will allow them to continue to serve their customers extraordinarily well and successfully address the significant market opportunity in QA.”
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