evaluagent

evaluagent is a contact centre quality assurance platform that automatically scores and analyses every conversation — whether handled by a human agent or an AI chatbot. Instead of manually reviewing a tiny sample of calls or chats, the tool gives you complete visibility across all interactions. It flags issues like AI hallucinations, missed intents, off-script answers, and customer frustration, so you can catch problems before they escalate.

The platform works by plugging into your existing contact centre infrastructure — CCaaS platforms like Genesys, Five9, and Amazon Connect, plus CRMs like Salesforce and Zendesk. It scores conversations against your quality criteria, surfaces performance gaps, and even suggests coaching actions based on real data. The AI Agent Observability module specifically monitors AI conversations, detecting when a bot makes promises your business can't keep or fails to understand a customer's intent. All data is encrypted and the platform holds SOC 2 Type II, ISO 27001, and GDPR certifications.

Contact centre managers and QA teams benefit most — they can move from sampling 1-2% of calls to reviewing 100% without adding headcount. The tool also helps customer experience leaders track sentiment trends and ensure consistent service quality across both human and automated channels. If you run a contact centre and want to stop guessing about agent performance, evaluagent gives you the data to act on.