EvaluAgent
Call center QA software that auto-QAs every conversation across all channels
EvaluAgent is a quality assurance and performance improvement platform for contact centres, founded in 2012. It replaces sampled QA with automated scoring across every customer conversation, whether handled by human or AI agents, and turns evaluation results into coaching actions and performance dashboards.
The platform is organised into three product tours: AutoQM & Improvement, Conversation Intelligence, and AI Agent Observability. Capabilities include custom scorecards, SmartScore AI line items, fabrication detection, sentiment analytics, reason for contact detection, conversation summarisation, transcription with speaker diarisation, coaching workflows, and bot QA scoring with containment and handover tracking. Native integrations cover CCaaS, call recording, helpdesk and workforce management platforms such as Genesys, Salesforce, Five9, Zendesk, Intercom and Assembled, alongside an open API, webhooks and BI tool exports.
EvaluAgent is aimed at contact centre quality and operations teams managing both human and AI agents. Human agents are priced per seat, with an AutoQM & Improvement edition and a fuller AutoQM + Conversation Intelligence bundle; volume discounts are available for large teams. AI agents and high-volume workloads can be priced per conversation instead. A proof of concept can be arranged after a demo, and SSO, MFA, role-based access control and data residency options are included.
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