Top EvaluAgent Alternatives: Competitive Comparison

As the market for customer support quality assurance tools continues to grow, choosing the right solution for your team can become overwhelming.

EvaluAgent is a popular choice among many teams, but if you’re considering competing solutions with different pricing or QA capabilities, we’ve compiled an overview of EvaluAgent alternatives.

What is EvaluAgent?

EvaluAgent is a cloud-based solution designed for contact centers. It offers a suite of advanced features to help you effectively monitor and improve the performance of your customer service teams, and boost support quality in the process.

✅ Customizable dashboards and reports — EvaluAgent enables you to filter data and generate custom reports based on specific scorecards, customer support teams, and individual agents. Managers can automatically receive monthly reports, allowing them to stay informed about overall team performance without the need for manual report generation.

✅ Unified scorecard management — EvaluAgent allows you to create and use multiple QA scorecards in one place, regardless of the workspace or type of customer support interaction. With this feature, you can ensure a consistent approach to quality monitoring across your organization.

✅ Conversation transcripts — EvaluAgent’s SmartScore can transform any conversation into a text transcript, and provide a concise summary of the interaction. This feature lets you quickly understand what happened during the interaction without having to listen to or watch the entire conversation.

✅ Integration capabilities — EvaluAgent integrates with a wide range of platforms, including ticketing and helpdesk solutions, call recording systems, and Workforce Management (WFM) tools. This compatibility ensures smooth integration with your existing contact center infrastructure, no matter the software your team is using.

⛔ Lack of live chat support — EvaluAgent does not offer live chat support for its customers. If you encounter any issues or need assistance while using the software, you may have to rely on alternative support channels, which may not be as quick or convenient as live chat support.

⛔ Minimum seat requirement — EvaluAgent’s pricing plans are designed for teams with a minimum of 30 seats. Smaller customer service teams may find this requirement a barrier to entry and may need to consider alternative quality assurance solutions that better align with their specific needs.

EvaluAgent alternatives

EvaluAgent alternative: Klaus

EvaluAgent alternative, Klaus, is a quality management platform that helps businesses improve their customer service and increase revenue. Apart from manual QA reviews, the software uses AI to review customer conversations and find issues within your support process.

✅ Quick access to AI-powered insights — Klaus’ AutoQA feature enables you to automatically review all of your support conversations. Regardless of the number of agents you have, the volume of tickets, or the languages you support, AutoQA can handle it. You’ll be able to quickly gain insights, scale your QA program, and improve your support operations.

✅ Rapid development and frequent feature releases — Klaus is committed to delivering new features and updates to its users at a fast pace. By consistently introducing new tools and functionalities, the platform remains at the forefront of customer support quality management, offering users the latest innovations in the field.

✅ User-friendly interface — Klaus is designed with user-friendliness and simplicity in mind. There’s no need for a lengthy onboarding process or additional setup fees. The software integrates with popular helpdesk platforms such as Zendesk, Intercom, Aircall, and Freshdesk, making it a plug-and-play solution.

✅ Browser extension — the browser extension from Klaus allows you to review customer conversations wherever they happen, be it directly in your help desk, on social channels, on Q&A sites, and more. No matter the communication channels and tools you’re using, you can ensure consistent support quality across all of them.

⛔ Limited agent training capabilities — Klaus organizes performance data with smart AI features and helps you understand where your agents are excelling, and where they are falling behind. There’s no in-app Learning Management Solution just yet, though. 

⛔ Reporting dashboards focused on support quality & customer experience metrics — Klaus’s reporting dashboards are designed to display metrics related to support quality and customer experience. Key indicators that can be tracked with Klaus include the Internal Quality Score (IQS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). These metrics offer valuable insights into the overall effectiveness and impact of your customer support efforts.

EvaluAgent competitor: MaestroQA

MaestroQA is an EvaluAgent alternative designed to improve customer experience. It allows teams to evaluate customer interactions, gather data and feedback, and monitor their agents’ ongoing performance.

✅ Comprehensive dashboards and reports — MaestroQA offers customizable dashboards and analytics that enable you to closely track your customer service team’s performance. You can generate detailed reports tailored to your needs, which can be automatically sent to team leaders and managers.

✅ Grader quality control — MaestroQA offers the “Grade the Grader” workflow that allows you to assess the performance of your QA graders. By evaluating how well your graders are doing, you can ensure that your quality control processes are consistent and effective.

✅ Screen recording capabilities — MaestroQA can record every action your support agents take while handling support tickets. You can watch the entire process, from their engagement with the customer to the resolution of the issue. This is particularly useful for training purposes, as it gives you a clear view of what your agents are doing right or where they may need improvement.

✅ Integrations with popular customer service tools — MaestroQA integrates with a wide range of tools, including helpdesk software, phone solutions, learning platforms, and data storage systems. This makes it easy to connect your existing tools to MaestroQA.

⛔ Setup and usage complexity — some users have reported that setting up and using MaestroQA can be somewhat time-consuming and complex, primarily due to the platform’s extensive range of features. It may take some time to become familiar with the system and fully utilize all of its capabilities.

⛔ Lack of AI-based scoring — despite its automated quality management features, MaestroQA does not offer AI-based scoring for support conversations. While the platform can automate certain aspects of the quality control process, it lacks the ability to automatically score support conversations based on their content.

EvaluAgent alternative: Playvox

Playvox is an EvaluAgent competitor designed to improve support agent performance. It allows you to monitor and improve customer interactions across various channels, coach your support team, and ensure great customer experiences.

✅ Customizable dashboards — Playvox offers customizable dashboards that display key performance indicators (KPIs) and support trends, providing valuable insights into your team’s performance. You can quickly identify areas where your team is excelling and areas that need improvement.

✅ Coaching capabilities — Playvox Coaching allows you to closely monitor the performance of each team member, track their goals, and view their progress over time. You can provide personalized feedback and support to help your agents improve their skills.

✅ Workforce management tool — Playvox’s workforce management tool makes it easy to plan, forecast, and schedule work shifts. By streamlining these tasks, you can optimize your team’s workload, ensure you have enough agents to handle incoming queries and maintain a high level of customer support, even during peak times.

✅ Compatibility with customer service software — Playvox is designed to work with popular customer service solutions right out of the box, making it easy to integrate into your existing workflows. It also offers a customizable API if needed.

⛔ Separate tools for different functions — while Playvox offers a wide range of tools and features, they are not all housed within one unified platform. You will need to use separate interfaces for Quality Management and Workforce Management, which may require additional time to navigate and switch between different tools.

⛔ Limited auto-scoring options — Playvox’s auto-scoring feature, AutoQA, analyzes customer sentiment. While this is a valuable metric, it may not provide a comprehensive assessment of customer interactions.

EvaluAgent competitor: Scorebuddy

Scorebuddy is one of the EvaluAgent alternatives designed to evaluate customer interactions across multiple support channels, including phone calls, emails, and live chat. It offers a suite of features to streamline the quality monitoring process and enhance customer support performance.

✅ Customizable scorecards — Scorebuddy’s QA software features an intuitive interface that enables you to effortlessly set up customized scorecards. Whether you’re evaluating phone calls, emails, or chat interactions, Scorebuddy allows you to create as many different scorecards as needed for effective team performance assessment.

✅ Variety of survey options — Scorebuddy lets you send branded surveys to customers, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and multiple-choice survey questions. This feature helps you collect valuable customer feedback and gain insights into their satisfaction levels with your support services.

✅ Comprehensive Learning Management System — Scorebuddy offers a Learning Management System (LMS) that allows you to upload and create dedicated training materials for your customer support team.

✅ Ready-to-use integrations — Scorebuddy is compatible with popular tools like Salesforce, Zendesk, and Intercom. These integrations enable you to seamlessly incorporate Scorebuddy into your existing customer support infrastructure and streamline your quality assurance process.

⛔ Limited data filtering options — while Scorebuddy offers robust data and reporting dashboards, some users report that its filtering options are somewhat limited. This can make extracting insights from the data challenging, and exporting raw data may take longer than desired.

⛔ Room for improvement in training materials — Scorebuddy offers training videos, but the sound quality could be improved for a better learning experience.

Still searching for more EvaluAgent alternatives?

If you need more options, consider the following EvaluAgent competitors:

• Medallia
• Kaizo
• Miuros
• Loris
• Sprinklr
• Observe.AI
• Aprikot
• Summatti

How to pick from EvaluAgent competitors?

Choosing the best one from EvaluAgent alternatives involves considering several factors:

1. Integration with current tech stack. Choose an EvaluAgent alternative that integrates seamlessly with your existing helpdesk, and other tools your customer service team is using. This will allow you to keep data in one place, eliminating the need for tab-switching or manual data transfer. Check the software’s integration options and avoid custom integrations unless absolutely necessary.

2. Key features. When assessing EvaluAgent competitors, look for essential features such as customizable scorecards, dashboards & reporting, and AI-powered automation:

• Customizable scorecards. Opt for an EvaluAgent competitor that lets you create scorecards that reflect your internal quality standards and customer service goals. You should be able to customize categories, weightings, and rating scales.
• Grading calibration. Seek out a tool that offers a QA calibration feature for consistent conversation reviews. Calibration methods may differ, but the aim should be consistent grading.
• Dashboards and reporting. Choose EvaluAgent competitors with a well-organized data presentation, providing insights into agent performance and key customer service metrics.
• Automation & AI. Consider features like sentiment analysis and AutoQA to save time and effort.

3. User-friendly Interface. Test the software’s user-friendliness and intuitiveness with a free trial. Consider the training & onboarding required, and avoid tools with complex interfaces that might affect feedback quality.

4. Reliability and compliance. Confirm the EvaluAgent competitors’ security and compliance features, including organizational/technical controls, internal policies, employee training, and certifications like SOC 2.

5. Pricing. Select an EvaluAgent alternative within your budget that offers the features and integrations you need. Typically, support teams spend $184 per agent monthly on software, with $29 allocated to their QA tool.

6. Scalability. Choose a tool that can accommodate your team’s growth and changing needs. Review case studies to see how the tool has performed for similar companies.

7. Offered support. Consult review sites like G2 for unbiased feedback on the EvaluAgent competitors’ support responsiveness and overall user experience.

By taking these factors into account, you can identify a quality assurance software solution that aligns with your business needs and enhances your customer service operations.

Switching to an EvaluAgent alternative?

Thinking about switching from EvaluAgent to another QA tool? Ensure a seamless transition with these steps:

1. Strategic agent onboarding:

• Initiate onboarding weeks or months before introducing the EvaluAgent alternative.
• Set a target roll-out date, allowing time for data migration, agent training, and troubleshooting.

2. Pick a “champion”:

• Select a QA software “champion” within the team who is open to change, tech-savvy, social, and respected.
• Train them first and involve them in the roll-out, fostering a more inclusive transition to the EvaluAgent alternative.

3. Continuous evaluation:

• Maintain open communication post-roll-out, including regular evaluations.
• Assess immediate and long-term success.
• Check in with agents in the next few months to understand the benefits and comfort with the EvaluAgent alternative.

4. Addressing challenges:

• Anticipate unique challenges with the new EvaluAgent alternative.
• Act promptly on employee feedback to resolve any actual issues.

By following these steps and addressing challenges, you can ease the changeover process. Thoughtful planning, regular evaluations, and responsive handling of feedback are crucial for a smooth and minimally disruptive transition to an EvaluAgent competitor.

Originally published in August 2023; last updated in December 2023.