evaluagent

Overview

evaluagent is a comprehensive quality management and workforce engagement platform designed for contact centers. It enables organizations to evaluate every customer interaction across all channels, providing deep insights through AI-powered conversation intelligence. The platform helps teams automate quality assurance, identify compliance risks, and deliver targeted coaching to improve agent performance and customer experience outcomes at scale.

What it does

• Automates conversation scoring for 100% of customer interactions using AI to ensure consistent quality coverage across all channels.
• Connects QA findings directly to coaching, training, and eLearning workflows to drive measurable improvements in agent performance.
• Provides observability tools to monitor AI agents for accuracy, compliance, and effectiveness alongside human performance data.
• Offers configurable scorecards and QA frameworks that allow organizations to define quality based on their unique business standards.
• Identifies trends, risks, and opportunities through advanced conversation intelligence and reporting to inform strategic decision-making.

Who it's for

• Contact Center Operations Managers
• Quality Assurance (QA) Teams
• Customer Experience (CX) Leaders
• Workforce Management Professionals

Why it works

• AI-driven AutoQA extends quality coverage to all interactions without requiring additional headcount for manual reviews.
• Direct integration between evaluation scores and coaching tools creates a closed-loop system for continuous agent development.
• Flexible architecture supports both human and AI-agent observability, providing a unified view of total contact center health.
• Deep domain expertise from founders with decades of contact center experience ensures the platform is built for real-world operational challenges.

Founder story

evaluagent was founded in 2012 by Jaime Scott, Michelle Dinsmore, and Alex Richards. Having spent their careers running contact centers, the founders experienced firsthand how inadequate systems often hindered agent performance. They built evaluagent to provide the tools necessary to systematically improve quality and empower agents to deliver outstanding customer experiences.

Alternatives

• MaestroQA
• PlayVox
• Call Criteria
• Kaizo

Comparison overview

• vs MaestroQA: MaestroQA is heavily focused on manual QA workflows and coaching for CS teams, whereas evaluagent provides a more integrated approach that blends AI-driven automated scoring with comprehensive workforce engagement management tools.