EvaluAgent review
Automated QA, calibration and coaching for human and AI-agent interactions.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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 custom and blended scorecards, calibration sessions, compliance rules, coaching workflows and performance dashboards. It is aimed at contact centres that need broader QA coverage and structured agent improvement, including teams managing both traditional and AI-assisted interactions.
The published plans are organised around two tiers. AutoQM & Improvement includes voice transcription, multi-language support, automated scoring, coaching workflows, dashboards, SSO, MFA, role-based access control, onboarding and a dedicated customer success manager. AutoQM + Conversation Intelligence adds reason-for-contact and intent detection, spotlighting and summarisation, topic and theme analysis, sentiment analytics, trend tracking and predictive voice-of-customer metrics. Tailored quotes are required, so buyers should expect a sales-led purchasing process rather than a self-serve subscription path.
EvaluAgent’s main distinction is the connection between automated evaluation and improvement workflows. Teams can combine scorecards, structured calibration, compliance auto-fails, escalation workflows, performance plans and coaching in one quality programme. Its conversation intelligence features extend analysis beyond individual evaluations, while AI-agent observability and bot QA scoring support contact centres introducing automated interactions. The platform integrates with Genesys, NICE CXone, Five9, Talkdesk, Amazon Connect, Salesforce, Zendesk and other contact centre, CRM and helpdesk systems, with REST API access. It suits QA and operations teams seeking comprehensive evaluation and coaching; teams wanting only basic manual review may find its scope broader than necessary.
EvaluAgent pros and cons
- 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
EvaluAgent fact sheet, pricing and score →
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