AI TOOL PROFILE
evaluagent: Call Center QA & Performance Improvement Software
- Customer Support
- Performance Management
- Contact Center Directors
- Head of Quality Assurance
- BPOs
- Customer Support Teams
- Team Leaders
Pricing
Auto-QA and Improvement pricing starts at £20 per user per month, while Conversation Intelligence starts at £40 per user per month.
At a glance
- Best for
- Contact Center Directors, Head of Quality Assurance, BPOs, Customer Support Teams, Team Leaders
- Key use cases
- Conversation Coverage, Agent Coaching and Training, Compliance Monitoring, Trend Analysis
- Integrations
- Zendesk, Intercom, RingCentral, Genesys, Five9
- Official website
- Visit evaluagent official website
How AI is used
evaluagent is a quality assurance and performance improvement platform designed for call centers. It uses AI to evaluate interactions across multiple channels, including calls, chats, and emails, based on a business's specific guidelines and scorecards.
The software is built for contact center leadership, QA heads, and team leaders to monitor agent performance. It supports workflows that connect quality insights to coaching and training through feedback and remediation tools.
Buyers should note that the platform offers different tiers based on the required level of insight, ranging from automated QA scoring to conversation intelligence. It is designed to connect with existing CRM and contact center tech stacks via cloud-based access.
Key Features
Auto-QA Scoring
Automatically evaluates and scores conversations across all channels using AI.
Call Transcription
Converts audio calls into text for analysis and evaluation.
Explainable AI
Provides the reasoning behind each AI-generated score to help QA teams validate results.
Calibration Tools
Supports the alignment of quality standards across different evaluators.
Gamification Leaderboards
Displays performance data to motivate agents through leaderboards.
Conversation Intelligence
Analyzes intent, sentiment, and audio metrics such as cross-talk and silence.
LMS Integration
Connects QA insights to a built-in eLearning platform for agent development.
Use Cases
Conversation Coverage
Moving from random spot checks to automatically scoring calls, chats, and emails.
Agent Coaching and Training
Using AI-driven scores and feedback to identify training gaps and support personalized coaching.
Compliance Monitoring
Analyzing interactions to help ensure agents follow procedures, policies, and required talk-tracks.
Trend Analysis
Identifying common customer issues and sentiment patterns across interactions.
Integrations
- Zendesk
- Intercom
- RingCentral
- Genesys
- Five9
- Amazon Connect
- Salesforce
- Freshdesk
- Talkdesk
- Aircall
- Puzzel
- Power BI
- Tableau
- Metabase
- Looker
FAQ
What does evaluagent do?
- It uses AI to automatically evaluate and score calls, chats, and emails in a contact center, supporting 100% conversation coverage.
How much does evaluagent cost?
- Pricing starts at £20 per user per month for the Auto-QA & Improvement plan and £40 per user per month for Conversation Intelligence.
How are AI scores validated in evaluagent?
- The platform uses 'explainable AI,' which shows the reasoning behind each score, allowing human managers to review, accept, or override results.
Which platforms does evaluagent integrate with?
- It integrates with systems including Zendesk, Salesforce, RingCentral, Genesys, Amazon Connect, and Intercom.
Source category: Customer Support
Source subcategory: Performance Management
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