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Evaluagent

Available through IT Raven

  • Contact Center and CX

EvaluAgent is a contact center quality-assurance and coaching platform that scores every customer interaction using AI and human review. It solves a specific problem: most contact centers can only manually review a small sample of calls, around two percent, so the interactions carrying the most useful insight get missed, while full automation floods teams with meaningless data. EvaluAgent's answer is a co-pilot approach that combines AI with human oversight to score all conversations across every channel, surface the ones that most need attention, and turn that into personalized coaching and training for agents. It sits on top of the contact center a company already runs. For a buyer, it is the layer that makes quality management and agent improvement cover the whole floor rather than a sample.

Best for

  • Contact centers that review only a small sample of interactions and want quality scoring across all of them.
  • Operations that want quality findings to flow straight into coaching and training rather than sitting in a report.
  • Teams that need to spot agents who need help, and the interactions that reveal why, before problems grow.
  • Organizations that want AI to accelerate quality reviews while keeping human judgment in the loop.

A small team that reviews everything by hand already, with no coaching or reporting needs, may not need a dedicated platform.

What they offer

Contact Center. A quality-assurance and coaching platform layered on the contact center: it monitors interactions across every channel, scores them, and surfaces the must-review ones, then drives agent improvement through automated workflows, personalized feedback and a built-in eLearning system, with reporting and insights on top.

CX and Conversational AI. An AI co-pilot for quality that reaches 100 percent coverage of conversations, combining automation to accelerate evaluations with human oversight so the scoring stays meaningful.

Good to know

  • EvaluAgent is the quality and coaching layer, not the contact center itself. Confirm it integrates with the platform and channels you run, since it needs the interaction data.
  • Its coverage claim depends on feeding it every conversation. Ask what it takes to connect your channels and how the AI scoring is calibrated to your standards.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

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  2. 02

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  3. 03

    We handle the order and install

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  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.