List of EvaluAgent Conversation Analytics Customers
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United Kingdom
Since 2010, our global team of researchers has been studying EvaluAgent Conversation Analytics customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased EvaluAgent Conversation Analytics for Natural Language Processing from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using EvaluAgent Conversation Analytics for Natural Language Processing include: Atos United Kingdom, a United Kingdom based Professional Services organisation with 8972 employees and revenues of $1.35 billion, Seasalt Cornwall, a United Kingdom based Retail organisation with 1200 employees and revenues of $100.0 million, Department for Education, a United Kingdom based Education organisation with 7298 employees and revenues of $91.7 million, Zego, a United Kingdom based Insurance organisation with 347 employees and revenues of $22.0 million and many others.
Contact us if you need a completed and verified list of companies using EvaluAgent Conversation Analytics, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The EvaluAgent Conversation Analytics customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Atos United Kingdom | Professional Services | 8972 | $1.3B | United Kingdom | EvaluAgent | EvaluAgent Conversation Analytics | Natural Language Processing | 2012 | n/a | In 2012 Atos United Kingdom deployed EvaluAgent Conversation Analytics across its BPO and contact centre operations, implementing EvaluAgent Conversation Analytics to support operational efficiency and quality assurance. The deployment is categorized under Natural Language Processing and focused on automated analysis of voice and text interactions for contact centre performance management. The implementation leveraged EvaluAgent Conversation Intelligence and Auto QA capabilities to automate scoring and surface analytics for coaching and QA workflows. Automated scoring and analytics driven rollouts were used to shift manual quality assurance toward rule based and sampling augmented evaluation, enabling QA teams to prioritize coaching actions based on conversation intelligence. Deployment covered multiple contact centres in the United Kingdom supporting major clients such as NS&I, with operational scope concentrated on QA, coaching, and contact centre operations rather than enterprise wide back office systems. The solution was integrated into existing operational workflows to provide near real time analytics for supervisors and QA analysts. Governance and process changes emphasized analytics led QA and structured coaching programs, with QA workflows reconfigured to consume automated scores and exception reports. Outcomes reported from the case study include a 10% reduction in average handle time and a 3% increase in CSAT through improved QA and coaching driven by the EvaluAgent Conversation Analytics implementation. | |
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Department for Education | Education | 7298 | $92M | United Kingdom | EvaluAgent | EvaluAgent Conversation Analytics | Natural Language Processing | 2021 | n/a | In 2021, the Department for Education implemented EvaluAgent Conversation Analytics. The EvaluAgent Conversation Analytics application is deployed as a Natural Language Processing solution and was aligned with the department's predominantly public cloud hosting model, with a very small on-premises footprint retained for core IT services. As a Natural Language Processing application, implementation patterns included speech to text transcription pipelines, conversational tagging and topic classification, sentiment and intent detection, and configurable quality assurance scoring workflows for agent evaluation. Configuration work focused on processing recorded interactions and text transcripts through chained NLP components, with rules-based tagging and alerting to support operational monitoring and coaching. Operational adjacencies in the environment included the department's contact centre platform managed by ATOS and Nice inContact, cloud telephony through Microsoft Teams, mobile services via Vodafone, traditional landline service via Gamma, Poly desk phones and Cisco conference phones. Cloud storage and hosting context is Microsoft Azure via a reseller and Amazon Web Services via GOV.UK PaaS, with cloud storage reported as a material operational expense, informing data retention and ingestion architecture for conversation analytics. Governance and operational ownership remained internal, the Department for Education manages its own Microsoft tenants and central IT teams control cloud tenancy and application hosting. Deployment and rollout governance therefore aligned with internal cloud operations, contact centre maintenance by ATOS, and the existing telephony ownership model, supporting staged onboarding of contact centre channels and QA workflows. | |
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Seasalt Cornwall | Retail | 1200 | $100M | United Kingdom | EvaluAgent | EvaluAgent Conversation Analytics | Natural Language Processing | 2023 | n/a | In 2023, Seasalt Cornwall implemented EvaluAgent Conversation Analytics in its UK customer service operation. The deployment used EvaluAgent Conversation Analytics, a Natural Language Processing application, to centralize quality assurance and agent coaching workflows within the retail contact center CRM environment. The implementation focused on automating QA workflows and instrumenting Conversation Intelligence capabilities, including Auto Work Queues and automated quality checks to surface training insights and coaching opportunities. EvaluAgent Conversation Analytics was configured to run Auto QA evaluations across recorded interactions, driving a higher cadence of agent assessments and more consistent scoring and feedback loops. Integrations were established with Freshworks to connect contact center interaction data and CRM context into EvaluAgent Conversation Analytics, enabling evaluators and workforce managers to link QA outcomes to ticket and agent records. The operational scope covered Seasalt Cornwall’s UK customer service team, concentrating on contact center QA, agent coaching, and training content prioritization. Governance shifted toward automated evaluation queues and data driven coaching workflows, with process changes that routed Auto QA findings into coaching and training actions. The rollout doubled monthly evaluations and contributed to a reduction in attrition from 100% to 10% year on year, by automating QA workflows and surfacing targeted training insights. | |
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Insurance | 347 | $22M | United Kingdom | EvaluAgent | EvaluAgent Conversation Analytics | Natural Language Processing | 2023 | n/a |
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