evaluagent is committed to providing a seamless user experience for contact centres across the globe, ensuring effective quality management and agent improvement. To this effect, we have rolled out the ability for the platform to support customers with managing their quality operations in multiple languages.

Our multi-language support feature allows users to interact with the platform in their preferred language, enhancing usability and accessibility for all users.

In this guide, we will cover:

Currently, in our platform UI, we offer both English and French out of the box. This can be on a global level, meaning that the selected language will apply to all new users, or on an individual user basis meaning that a user can choose to override the contract language and pick a language that suits them best without it affecting the language that others have on their account.

The first way to do this is to take a global platform approach, where the language selected is applied to every new user on a particular contract. This change does not apply to previously added users.

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Go to Settings > Client Brand Settings

Once you've made any updates, click the Save button to apply your changes.

Note: Changing the default language will mean every new user added after this point will have that default language applied on their end.

Alternatively, users with the right permissions can change the language for additional users when adding or editing users on the platform.

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Go to User Management > Add & Edit Users

The platform language settings can be accessed under advanced settings when adding a new user or editing an existing user. To update the language, click the Edit button on a particular user entry and then click Advanced Settings as shown below.

This action allows you to access additional settings such as employment start date, authentication method and platform language.

Once you've made any updates, click Update User to apply the changes or click Show Main Form to return to the initial user settings.

Note: Changing the platform language when adding or editing a user will only apply to that user and not globally for every user on the contract.

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In addition to supporting English and French on the platform, we also support a number of other languages for the platform UI. For more details, please contact your account manager.

The following languages have full support for transcription, AI features, and text analytics:

Additional languages are available with configuration for platform UI translation and may have varying levels of support for transcription and AI features. Contact your Customer Success Manager for more information.

The evaluagent platform comes with the ability to transcribe calls in your preferred language. This can be done in two ways:

We support the automated detection and transcription of a number of languages. For more information, please contact your Customer Success Manager or evaluagent's product support team if you'd like to explore this.

While we work toward improving this feature and furthering our commitment to outstanding quality management across global contact centres, please note: