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EvaluAgent

Quality assurance solution for customer service and sales

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EvaluAgent Pricing, Features, Reviews and Alternatives

EvaluAgent product overview

What is EvaluAgent?

EvaluAgent is a cloud-based quality assurance solution for customer service and sales teams. It offers actionable insights and robust workflows for performance management. The platform unifies customer conversations, surveys, and agent performance data. EvaluAgent provides automated scoring for all calls, emails, and live chat. The solution can integrate with CRM, telephony, call recording, and other third-party systems.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Chat
Email/Help Desk
Phone Support
Knowledge Base

Training options

In Person
Webinars
Live Online
Documentation

EvaluAgent pricing information

Value for money

4.8

/5

19

Starting from

No info

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

EvaluAgent features

Functionality

4.5

/5

19
Total Features59 9 categories

Most valued features by users

Reporting/Analytics
Alerts/Notifications
Third Party Integrations
Customizable Templates
Surveys & Feedback
Alerts / Escalation
Compliance Management
Customization

Functionality contenders

EvaluAgent users reviews

Overall rating

4.6

/5

19

Positive reviews

100%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.21/10
Rating distribution

5

4

3

2

1

12

7

0

0

0

Pros
The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that.

SM

Sandrine M.

The ease with which I could create my own scorecards and how flexible they were. Reporting is good as well, and easy to present and gives good oversight.

AO

ALLY O.

Great that agents have their own login and dashboard. Love the constant new features (self-evaluation is a favourite of mine as gets real buy-in from the team).

JG

Jo G.

Cons
Unable to edit the headings on a completed evaluation, if you have made a mistake.

JM

Jane M.

Because I really have to pick one. I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck).

KT

Karine T.

No real dislikes really, maybe more enhanced reporting, (i’m not sure if this is a limitation of the free trial).

JW

Jill W.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A great addition to our Quality Assurance program

Reviewed 2 years ago

We wanted to push our QA processes and overall quality of service to the next level. However the perspective of multiplying quality forms, evaluations and keeping track of all the reporting through multiple excel files, multiple locations, multiple languages was quite discouraging. On the contrary, working with Evaluagent opened more doors and allows us to tailor our QA program exactly as we wanted...

Pros

- it's visual: you can see at a glance what are your teams'/team members' strengths and were you need to focus the coaching - it takes the time consuming reporting part away, so you can actually focus more time on the coaching - it's interactive, and intuitive to use - features and changes requests are taken into consideration and implemented - their support team is amazing!

Cons

Because I really have to pick one... I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Customer support

Reviewed 2 years ago

The Customer Service Centre currently have limited quality monitoring capability and therefore have no measurement for quality of service offered and customer experience. This impacts on the ability to identify relevant areas for improvement, to drive customer loyalty and to drive sales. As the above illustrates, it is lacking in a number of core areas that are vital for driving sales and efficiencies and providing competiveness and effectiveness. – Limited current quality monitoring capability. – Inability to understand our customer requirements and satisfaction. – Impacted ability to drive customer loyalty. – Impacted ability to drive sales and margin. – Impacted ability to set and drive customer SLAs.

Pros

Ease of use, Dashboards, reporting functions, flexibility within the tool, non restrictive

Cons

The login button is well hidden at the bottom of the page!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Supporting CS by being a good CS too

Reviewed 2 years ago

The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that!

Pros

I like the format, the way we could do reporting and see how with just a grid, we could extracts lots of info to help our QA and our teams.

Cons

The structure is too rigid as we can bearly erase anything, the report is the same, I cannot see agent per agent, or team per team really, no way to get all audits feedbacks somewhere for one to one etc.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Evaulagent Review

Reviewed 2 years ago

It has given us more flexibility with our QA. It's allowed us to monitor closer and with the Agent side of things now being live it will open a new world from their point of view of having instant access. This in turn should improve the service we are providing to our customers.

Pros

I love the dashboard. It gives an instant view of performance at a glance which saves time in report running etc. Sometimes you need the granular detail, others you just need a quick glimpse and this is exactly what it provides.

Cons

I get a little bit confused with the reporting but i am sure that if I watched more of the videos I would be able to figure it out. I also wish there was a way to select a specific date range on the dashboard. We can only select last 7 days, 30 days, this month etc but sometimes we run over into the following month so it would be good to see specific dates.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Quality Assurance and Compliance Manager

Reviewed 3 years ago

Evaluagent are willing to go above and beyond for their clients. Any support required they are willing to roll their sleeves up and get stuck in to help you achieve your output.

Pros

Highlighting live risks to help mitigate further risks. Continued support from Reg ( Legend)

Cons

The new version meets all of our requirements, external auditors stated Evaluagent’s platform helped us achieve a robust internal defence.

EvaluAgent FAQs and common questions

EvaluAgent has the following pricing plans:
Pricing model: Subscription
Free Trial: Available


EvaluAgent has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business


No, EvaluAgent does not have an API available.


EvaluAgent integrates with the following applications:
Talkdesk, Zapier, Five9, RingCentral Contact Center, Freshdesk, Salesforce Sales Cloud, CallMiner Eureka, Verint, Intercom, Zendesk


EvaluAgent offers the following support options:
Chat, Email/Help Desk, Phone Support, Knowledge Base

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