From scoring every conversation to coaching every agent

Yes. evaluagent operates across every channel your contact centre runs — voice (with transcription), chat, email, and any text-based interaction your CCaaS or helpdesk captures. Coverage is 100% of recorded contacts, not a sample.

Yes. evaluagent’s AutoQM automates the scorecard you’ve already built and refined — you don’t redesign your QA framework to fit the tool. Existing categories, weightings and auto-fails carry across, and you can layer AI-assisted criteria on top where it adds value.

Yes. evaluagent is built with responsible AI at its core. All AI-derived outcomes are visible, and you can override them at any time. Test and validate insights before they go live, monitor and share corrections to improve performance over time, and control exactly who has access to AI scores and insights through permissions.

Yes. evaluagent is designed to help organisations in regulated industries maintain oversight, improve compliance processes, and demonstrate continual improvement — without adding unnecessary operational complexity.

We take data security seriously, with redaction included as standard across all accounts to help protect sensitive customer information and support your compliance requirements.

With evaluagent, teams can create auto-fails and customer alert workflows for critical compliance breaches, evidence remedial actions and demonstrate ongoing improvement efforts, and quickly identify and review interactions with critical fails or high-risk indicators. The platform also helps teams build trust with customers through consistent quality and accountability, and maintain clear audit trails and reporting to support regulatory requirements.

By combining automated workflows, quality monitoring, and secure handling of customer data, evaluagent helps regulated teams stay on top of compliance with greater confidence and less manual effort.

Yes — significantly. With evaluagent, auto-generated transcripts, conversation insights and line items are all produced in one place, and AI-suggested framing helps evaluators move faster through the conversations they do review. Calibration, agent appeals and feedback tracking sit in the same workflow rather than across spreadsheets and side systems, so the time saving compounds beyond just the scoring step.

Most teams find that evaluagent helps create a more consistent, transparent, and supportive QA process for both agents and team leaders.

For agents, feedback becomes clearer and more actionable, with greater consistency across evaluations and faster visibility into performance trends. This helps reduce subjectivity and gives agents more confidence in how they are being assessed.

For team leaders and QA managers, evaluagent reduces the time spent on manual reviews and admin, allowing them to focus more on coaching, development, and improving customer outcomes. Automated workflows and AI-assisted evaluations also help teams scale quality assurance without losing oversight or control.

Because scorecards, prompts, and workflows can be configured to reflect your organisation’s culture and QA approach, teams can adopt evaluagent in a way that feels aligned to existing processes — rather than replacing them overnight.

Findings from evaluagent flow directly into coaching workflows rather than sitting in QA reports. Real-time feedback, coaching templates and personalised development plans mean agents can act on insights immediately, and leaderboards, gamification and rewards keep day-to-day motivation visible. The transparency of AI-derived feedback tends to build agent trust in QA rather than erode it.

Most organisations can go live with evaluagent in just a few weeks, although larger or more complex deployments may take around a month depending on the desired approach and level of configuration required.

A dedicated onboarding team supports every customer to make implementation straightforward while ensuring your teams feel confident using evaluagent from day one.