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Head-to-head · Contact Center Analytics Software

Genesys Cloud Quality Management vs EvaluAgent

  • Updated Oct 2026
  • Both researched from official sources
  • 6 checks side by side
Higher score Genesys Cloud Quality Management #3 in Contact Center Analytics Software 9.1/10 Paid ✓ 5 of 5 features Visit Genesys
EvaluAgent #5 in Contact Center Analytics Software 8.7/10 Paid ✓ 0 of 5 features Visit EvaluAgent

Genesys Cloud Quality Management leads on 0 checks, EvaluAgent on 0, and 6 are even. Who comes out ahead on the 6 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreGenesys Cloud Quality Management · 9.1/10
  • Most featuresGenesys Cloud Quality Management · 5 of 5

Genesys Cloud Quality Management scores higher on our rubric for contact center analytics software: 9.1 against 8.7 out of 10; our editors rank them #3 and #5.

Genesys Cloud Quality Management is the better fit for genesys-centered contact centers. EvaluAgent is the better fit for QA teams automating scoring and calibration.

  • Genesys Cloud Quality Management fits best

    Genesys-centered contact centers

  • EvaluAgent fits best

    QA teams automating scoring and calibration

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Side by side

Feature Genesys Cloud Quality Management 9.1/10 Visit ↗ EvaluAgent 8.7/10 Visit ↗
At a glance
Editor score 9.1 8.7
Ranking #3 in Contact Center Analytics Software #5 in Contact Center Analytics Software
Best for Genesys-centered contact centers QA teams automating scoring and calibration
Pricing model Paid Paid
Starting price $75/user/mo —
Free plan — Not checked yet
Free trial — —
Deployment Cloud Cloud
Platforms Web Web
Support Phone, Tickets, Community, Docs Email, Tickets, Docs
Compliance SOC 2, GDPR, HIPAA, SSO/SAML, 2FA SOC 2, ISO 27001, GDPR, HIPAA, SSO/SAML, 2FA
Integrations 5 integrations 20 integrations
Built for Small business, Mid-market, Enterprise Small business, Mid-market, Enterprise
Features Genesys Cloud Quality Management 5/5 · EvaluAgent 0/5
Real-time monitoring ✓ (best) Not checked yet
Speech analytics ✓ (best) Not checked yet
Sentiment analysis ✓ (best) Not checked yet
Quality scorecards ✓ (best) Not checked yet
Service-level reporting ✓ (best) Not checked yet
Specs
Data retention Not checked yet Not checked yet
Our review
Pros
  • Real-time monitoring, coaching and whispering for supervisors
  • AI-assisted quality scoring with speech and text analytics
  • Recording, sentiment analysis, alerts and performance reporting
  • Scores 100% of recorded conversations with custom scorecards
  • Combines calibration, coaching, compliance and performance workflows
  • Connects with 15 CCaaS, CRM and helpdesk platforms
Cons
  • Quality Management is an add-on for the CX1 plan
  • Annual pricing starts at $75 per user per month
  • The broad platform may exceed narrow quality-management needs
  • Paid plans require a tailored quote
  • Web and API access may not suit teams seeking other deployment options
  • Its broad feature set may exceed the needs of basic QA teams
Our verdict

Genesys Cloud Quality Management is a contact-center quality and conversation analytics capability for supervisors, quality teams and enterprise customer-service operations. It supports live monitoring of calls and chats, voice and digital…

Read the review →

EvaluAgent is a cloud-based contact centre quality management platform for teams evaluating human and AI-agent interactions. It automatically scores recorded conversations across voice, chat, email and other captured text channels, with…

Read the review →
  1. Genesys Cloud Quality ManagementContact Center Analytics Software 9.1Paid
  2. EvaluAgentContact Center Analytics Software 8.7Paid

Strengths and trade-offs

  • Genesys Cloud Quality Management — where it wins

    • Real-time monitoring, coaching and whispering for supervisors
    • AI-assisted quality scoring with speech and text analytics
    • Recording, sentiment analysis, alerts and performance reporting

    Where it doesn't

    • Quality Management is an add-on for the CX1 plan
    • Annual pricing starts at $75 per user per month
    • The broad platform may exceed narrow quality-management needs

  • EvaluAgent — where it wins

    • Scores 100% of recorded conversations with custom scorecards
    • Combines calibration, coaching, compliance and performance workflows
    • Connects with 15 CCaaS, CRM and helpdesk platforms

    Where it doesn't

    • Paid plans require a tailored quote
    • Web and API access may not suit teams seeking other deployment options
    • Its broad feature set may exceed the needs of basic QA teams

More comparisons

All contact center analytics software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update