EvaluAgent vs. IndicateMe

EvaluAgent is a leading, purpose-built Quality Assurance and Performance Management tool. In comparison, Quality is just one small part of the IndicateMe offering. Their QA tool is basic and aside from Puzzel/Call Recording Integration is pretty simple with very few automated workflows.

As a result - it hard to perform a direct comparison between IndicateMe and EvaluAgent.

Similarities: 

• Both have an Integration with Puzzel's Call Recording platform. 
• Both allow Team Leaders and Agents to have access to the platform and their own dashboards
• Both offer forms of Gamification. Although IndicateMe enable coaches to aware badges. In contrast - EvaluAgent focus on 2x leaderboards (Overall QA score & Improvement) and "High-Fives' which are virtual pieces of recognition/praise/feedback delivered into a Microsoft Teams / Slack channel for the entire organisation to see. 
• Both have some form of "Action" creation 
• Both have reporting and root-cause analysis capability across Quality. 

IndicateMe Advantages:

• Likely to be most suitable for smaller Contact Centres who just want to get off a spreadsheet. Less than 30 agents. As soon as you go above 50 agents, or need to increase coverage conversation - you need some of the automated workflows only EvaluAgent offers. 
• Multi-lingual UI. EvaluAgents works in multiple languages but the UI is only available in English. 
• Integrated Customer Survey results for filter.ing (On EvaluAgent roadmap for 2022, although prioritising Analytics as survey response rates are continuously falling. Survey responses of 10% mean your call filtering isn't as accurate as it could be.)

EvaluAgent Core-Platform Advantages: 

• Scorecard Builder - IndicateMe appears to lack a Scorecard Builder.  Without standardised forms your approach to Quality Assurance becomes inconsistent across teams as everyone will have a different perception of the expected standard. 
• Feedback Add further context to QA scores by providing feedback at Line-Item level. This could be positive to highlight a job well done or help explain what the agent needs to do differently next time. 
• User Interface - For Agents to improve, they have to understand what they need to do better. IndicateMe appears to lack any screens that are purpose built for Agents. EvaluAgent focused on developing a UI that is simple to understand. Reducing implementation time + improving Agent buy-in
• Workflows - Automated workflows.
  • No ability for an Agents to "appeal" an Evaluation result. Develop a stronger relationship between Agents and Quality Teams by empower Agents to appeal results they feel are unfair. The process of the appeal is all controlled inside the QA platform and results altered once an Outcome has been agreed. This is all reportable too. 
• Reporting Evaluator reporting (how many evaluations have been completed, avg.time for evaluation & consistency and variance and number of disputes..) - all missing inside IndicateMe.
• Workflows - Notifications and Alerts.
  • No more back and forth with emails asking Agents to acknowledge results. All tracked within EvaluAgent.
  • If a major compliance breach is spotted in the QA process - an alert can be sent so the right people know about the problem faster than before.

• Product Strategy IndicateMe's development effort is therefore split across product categories. EvaluAgent is solely focused on helping Contact Centres evaluating more efficiently and improving the performance of agents. Everything we develop (Conversion Analytics + eLearning) aligns to this goal - therefore future proofing any investment.
• Customer Success Being a Puzzel product - EvaluAgent will become more and more integrated into the wider Puzzel offering and supported by the Puzzel team - rather than a 3rd Party. 

EvaluAgent Add-on Advantages: 

• Calibration - No calibration option within IndicateMe. Calibration is vital to ensure a fair and consistent approach to Quality Assurance. Without it - every evaluator will score interactions differently and Agents/Team Leaders will lose faith in the process - seeing it as Unfair and Untrustworthy
• Auto WorkQs - Improve QA productivity by 285%. Interactions that meet certain criteria are automatically distributed across your QA team. No more selection-bias and you can make sure every agent is evaluated X number of times per month. 
• Actions and One-to-Ones - IndicateMe offer some form of Coaching but EvaluAgent take this multiple steps further with fully-integrated workflows. None of the below is possible within the IndicateMe tool at time of writing. Without connecting QA + PM you cannot improve the performance of Agents. QA simply becomes a tickbox.
  

  • One-to-Ones & Actions supports managers & agents to have data-driven, action-focused meetings & coaching sessions.

    It allows both managers and agents to schedule and complete meetings focused on topics, feedback or performance data selected from EvaluAgent’s reporting suite. Connected workflows help ensure that both coach & coachee are always aligned on the focus & outputs of the meeting whilst configurable meeting templates help the coach to guide and document the conversation and capture agreed actions.

    Leaders always have visibility of the quantity & quality of coaching and can track actions and, by enabling agents to fully interact with and acknowledge meetings and actions, they are empowered and encouraged to play a more pro-active role in their own performance improvement.

    This more accessible and empowering approach to performance management leads to higher levels of engagement, morale and motivation across the operation which in turn helps deliver higher levels of business performance and lower levels of employee churn and lost time.

  • An end-to-end Quality Assurance and Performance Management tool. Streamlining workflows and making it extremely easy for users to adopt
  • Trigger One-to-Ones directly from our automated agent insights page and performance reports to make sure sessions are data-driven
  • Utilising best practice coaching forms / create your own to ensure sessions are consistent, actionable and meaningful 
  • Engage your agents by encouraging them to play a more active part in the session through "acknowledgments" and post-session "reflections"