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Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement

Published on 05 July 2023

Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement

Middlesbrough, United Kingdom -- (BUSINESS WIRE) -- EvaluAgent, a contact center quality assurance and performance improvement software, announced today that it raised $20 million in a Series A round from PeakSpan Capital, a Silicon Valley and New York City based investment firm focused on growth-stage B2B software companies.

EvaluAgent’s feature-rich platform built by executives with decades of experience in the contact center enables organizations across the globe to evaluate every customer interaction on any channel and subsequently coach, train, and motivate agents so they can offer consistently outstanding customer experiences.

The persistence of remote and hybrid work post-COVID, coupled with a paradigm shift in the perception of the strategic value of the contact center, have accelerated demand for robust quality assurance (QA) and workforce engagement management (WEM) tools. As organizations seek to simultaneously maximize customer and agent satisfaction, EvaluAgent delivers software carefully architected to achieve both goals.

The Company has seen revenue grow nearly fivefold over the last three years, with customers ranging from Fortune 500 enterprises to mid-market business process outsourcers to growing tech companies. EvaluAgent will leverage its Series A funding to further enrich its leading QA + WEM products, bring on top-tier talent in meaningfully expanding 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,” Co-Founder and CEO Jaime Scott said. “Our platform aims to deliver feature-rich automated workflows that are fully integrated into the existing tools of your contact center so that operators and agents alike can be more efficient and effective in delighting customers, supercharging the pathway to smart quality.”

A Suite of QA and WEM Products Fueled by AI
EvaluAgent’s Quality Assurance and Auto-QA products make up the platform’s core, helping contact centers customize, execute, and analyze the scoring of all interactions across all channels. EvaluAgent wraps its QA solution with WEM tools to ensure that evaluations convert to sustained improvement among its agent users. With the Series A funding, the Company will also deepen its existing efforts to leverage artificial intelligence to automate the workflows its software enables. As announced in April 2023, EvaluAgent’s Smartscore product, in addition to its full Auto-QA offering, empowers organizations to achieve 100% interaction coverage and streamline the QA process while keeping quality teams in full control. Additional AI-fueled innovation and automation, which incorporate the latest AI models but allow QA teams to remain at the center of key workflows, will follow on the back of this financing. 

Growing EvaluAgent’s Innovative Platform
EvaluAgent delivered its leading product and established strong market position having raised only a small amount of angel funding to date. CEO Jaime Scott noted, “With our first institutional funding round complete, we now have the resource to execute on our growth ambitions to bring additional product – including AI-powered capabilities – to market, to deepen our strategic partnership network, and expand more widely around the globe.”

With this investment, Phil Dur, Co-Founder and Managing Partner at PeakSpan, will join EvaluAgent’s board of directors.

“As soon as we met Phil and the team at PeakSpan, we knew we'd found the right partners to help us take EvaluAgent to the next level,” Scott continued. “With their unrivalled insight into where the market is going and their obvious passion and track record for helping to build and scale SaaS businesses, we can't wait to get started on the next leg of our journey together."

 “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,” said Dur. “The platform shines for small and mid-market contact centers, while also having the capacity to serve enterprise-level businesses with large contact center operations. The EvaluAgent team is customer-obsessed and tech-forward, with a dedicated AI strategy tailored to the realities of the modern contact center – this combination will allow them to continue to serve their customers extraordinarily well and successfully address the significant market opportunity in QA. PeakSpan is deeply energized to support Jaime, Michelle, and the entire EvaluAgent team.”

About EvaluAgent
EvaluAgent is a Quality Assurance (QA) and Performance Improvement platform that helps Contact Center Agents have better conversations with customers. Built by former QA leaders, EvaluAgent’s Smart Quality software blends AI with the best bits of traditional QA to improve the efficiency and effectiveness of Quality Assurance teams. Automating admin and streamlining workflows, this smarter approach empowers teams to evaluate more interactions, quickly identify areas for improvement and hold meaningful coaching conversations in a single platform. Trusted by businesses around the world, EvaluAgent is well placed to help

Contact Centers of all sizes transform their approach to Quality Assurance for the good of their agents, their customers and their wallets. https://www.evaluagent.com/ 

About PeakSpan Capital
PeakSpan Capital is a growth equity firm based in New York City and San Mateo. Having partnered with over 40 high-growth software businesses and with more than $1.5 billion in assets under management, PeakSpan aims to be the partner of choice for growth-stage entrepreneurial teams building software targeted at business buyers of all sizes. To learn more about PeakSpan Capital and its portfolio, please visit https://www.peakspancapital.com/  

Contacts
FOR EVALUAGENT:
James Marscheider
james.marscheider@evaluagent.com

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Author: Leanne McNamee

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