Tool profile
EvaluAgent: cost, fit and limits
EvaluAgent is a quality assurance and agent performance platform made by SocialRel8 Ltd (trading as EvaluAgent) that scores customer conversations automatically against custom scorecards and connects the results to coaching workflows for contact center and support teams.
What to know first
EvaluAgent prices human seats per user per month and AI-agent workloads per conversation. The entry tier covers automatic scoring, scorecards, coaching workflows and dashboards, while a higher tier adds reason-for-contact, sentiment and summarization. There is no free plan and sales leads onboarding. The homepage states SOC 2 Type II and ISO/IEC 27001:2022, and says data stays in region without naming the region.
EvaluAgent at a glance
| Maker | SocialRel8 Ltd (trading as EvaluAgent), Not stated on the vendor pages |
|---|---|
| Free plan | No |
| Entry price | from $35 per user per month |
| API access | Yes |
| Category | Best AI Contact Center QA Software in 2026, rank 1 of 13 |
| Website | evaluagent.com |
Who EvaluAgent is best for
QA teams replacing manual sampling
Automated scoring runs on every conversation with custom scorecards, so a team that reviews a small share of calls today can widen coverage without adding reviewers.
Centers on Genesys, NICE CXone or Five9
The integration page names these platforms along with Talkdesk and Amazon Connect, so recordings can reach the tool without a custom connector for the common systems.
Teams that also run bots
Bot QA scoring, containment analysis and handover tracking sit in the same product, so human and automated conversations can be reviewed against one process.
EvaluAgent plans and pricing
| Plan | Price | What it includes |
|---|---|---|
| AutoQM & Improvement | from $35 per user per month | Voice transcription, custom scorecards, scoring on all conversations, coaching workflows, performance dashboards, SSO and MFA, a dedicated CSM and onboarding. |
| AutoQM + Conversation Intelligence | from $65 per user per month | Everything in the entry tier plus reason for contact and intent, summarization, insight topics, sentiment analytics and predicted voice-of-customer metrics. |
| Pay per conversation | Custom quote | Priced per conversation for AI agents and high-volume variable workloads; volume discounts for large teams are by request only. |
Checked November 2026.
What EvaluAgent does
- AutoQM scoring
- Automatic quality management scores every conversation against scorecards the team defines. Reviewers then spend their time on flagged or disputed items instead of hunting for calls to grade by hand.
- SmartScore AI line items
- Qualitative scorecard items such as empathy or clarity are scored by AI that attaches its reasoning, so a reviewer can accept or challenge a mark and see why it was given.
- Fabrication detection
- A check that flags bot responses that invent information. It sits alongside bot QA scoring, containment analysis and handover tracking for teams that run AI agents next to humans.
- PII redaction
- Redaction with entity recognition and custom rules removes sensitive details from transcripts. The security section also lists an audit log and role-based access control for who sees which conversations.
How EvaluAgent handles your data
EvaluAgent's homepage security section states SOC 2 Type II, ISO/IEC 27001:2022 and GDPR, and says customer data stays in region without naming which region. The privacy policy opened is short: it does not state whether customer conversations train any model, and it gives no retention period for transcripts or audio. PII redaction with custom rules, an audit log and role-based access control are listed as product features. A buyer with residency or training concerns should ask for the region, the model providers and the deletion terms in writing.
Where EvaluAgent falls short in practice
- Intelligence is a paid step up. Sentiment, reason for contact, summarization and voice-of-customer metrics are marked as not included in the entry column, so the $35 seat buys scoring and coaching only.
- No public price for bots. AI-agent workloads and large human teams are quoted on request, so a buyer cannot estimate the cost of scoring a high-volume bot channel from the pricing page.
- Region and retention unnamed. The data-in-region line names no country, and the privacy policy states no retention period. Teams with strict residency rules cannot confirm either from public pages.
Works with
Alternatives to EvaluAgent
EvaluAgent: common questions
How much does EvaluAgent cost per agent?
The pricing page shows AutoQM & Improvement from $35 per user per month and AutoQM plus Conversation Intelligence from $65, billed per human seat. AI-agent work is priced per conversation on request, and there is no free plan. Large teams are told to get in touch for volume discounts.
Does EvaluAgent score every call?
The vendor says AutoQM scores all conversations automatically against custom scorecards, with SmartScore AI items that attach reasoning. That describes coverage, not accuracy. Test it by scoring twenty calls your reviewers have already marked and comparing the differences on your own scorecard.
Can EvaluAgent review chatbot conversations?
Yes, according to the vendor. It lists bot QA scoring, containment analysis, handover tracking and fabrication detection that flags bot answers inventing information. Some of the failure-mode features are marked as outside the entry column, so check which tier includes the bot checks you need.
Which phone systems does EvaluAgent connect to?
The integrations page names Genesys Cloud, NICE CXone, Five9, Talkdesk and Amazon Connect, plus Salesforce, HubSpot and Zendesk. If your platform is missing, ask whether a connector exists and who builds it, because the pages do not describe a custom integration service.
Does EvaluAgent train AI on my conversations?
The privacy policy opened does not say. It is short and states neither a training policy nor a retention period. The homepage claims SOC 2 Type II and ISO/IEC 27001:2022 certification. Ask for a written statement on model training and deletion before sending recordings.