EvaluAgent
EvaluAgent is a UK-based SaaS platform that uses AI to score 100% of contact center interactions, providing automated quality assurance, conversation intelligence, and AI agent observability for enterprise and mid-market customers globally.
- Company typePrivate
- Founded2012
- HeadquartersNewcastle Upon Tyne, United Kingdom
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
What EvaluAgent does
EvaluAgent (legal entity SocialRel8 Ltd) is a UK-headquartered SaaS company founded in 2012 that provides AI-powered quality assurance, conversation intelligence, and performance improvement software for contact centers. The platform is built around the proprietary Context Engine, which encodes each customer's QA policies, tone of voice, and compliance rules in plain language and grounds automated scoring on the organization's own knowledge base. Its core product, AutoQM & Improvement, replaces the industry's typical 2–5% manual sampling with AI-driven scoring on 100% of interactions across voice, chat, and email, and feeds findings directly into coaching workflows, an integrated eLearning module, and a gamified performance management layer. Add-on modules — Conversation Intelligence and AI Agent Observability — extend the same scoring framework to predictive voice-of-customer metrics (xNPS, xCSAT, xResolution), hallucination and handover detection for AI agents, and cross-vendor AI agent benchmarking (Cognigy, Sierra, Decagon, Intercom Fin).
EvaluAgent sells primarily through an enterprise field-sales motion anchored on tailored demos and proof-of-concept deployments, supplemented by a partner channel spanning OEM, reseller, referral, and strategic alliance programs with CCaaS vendors such as Puzzel, Red Box, Genesys, Five9, NICE CXone, Amazon Connect, Talkdesk, and RingCentral. Pricing is a hybrid model: seat-based subscriptions for human agents ($35–$65 per user per month depending on tier) layered with usage-based per-conversation pricing for AI agent traffic ($0.05–$0.13). The company serves a diversified mix of enterprise and mid-market customers across financial services, insurance, BPO, telecom, hospitality, airlines, gaming, and retail — including Jet2, Samsung, Atos, Vitality, 1st Central, Capital on Tap, and ManyPets — with operational presence across Europe, North America, and Asia-Pacific via regional data centers for data-residency compliance.
The company is privately held, backed by PeakSpan Capital following a $20 million Series A in 2022, with all three founders (Jaime Scott as CEO, Michelle Dinsmore, and Alex Richards) still in leadership. The platform carries an enterprise-grade compliance stack (SOC 2 Type II, ISO/IEC 27001:2022, Cyber Essentials Plus, HIPAA, GDPR, EU AI Act Ready) and has been consistently recognized by G2, including as #1 in Europe for Contact Center Quality Assurance and a Top UK Software Company for three consecutive years.
EvaluAgent firmographics
Firmographics- Name
- EvaluAgent
- Legal name
- SocialRel8 Ltd
- Website
- https://evaluagent.com
- Company type
- Private
- Founded year
- 2012
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- EvaluAgent is a UK-based SaaS platform that uses AI to score 100% of contact center interactions, providing automated quality assurance, conversation intelligence, and AI agent observability for enterprise and mid-market customers globally.
- Ownership category
- akta.pro rank
EvaluAgent industry classification
Industry- Product category
- Contact Center Quality Assurance Software
- NAICS
- Software Publishers (513210)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Audio & Speech Analytics (call analytics, QA, insights) (HDAAAFAH)
- akta.pro secondary industries
- Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)
Keywords
Where EvaluAgent is headquartered
LocationHeadquarters
- HQ city
- Newcastle Upon Tyne
- HQ country
- United Kingdom
- HQ region
- Europe
Offices4 records
Markets served
EvaluAgent business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- Seat-based licensing for human agents: Subscription-based pricing per user seat for human agents. Includes AutoQM & Improvement tier at $35/user/month and AutoQM + Conversation Intelligence Full Bundle at $65/user/month. Volume discounts available for larger contact centers and longer-term commitments.
- Per-conversation pricing for AI agents: Usage-based pricing for AI agent conversations. AutoQM for AI Agents at $0.05 per conversation; Full Bundle for AI Agents at $0.13 per conversation. AI agent pricing sits on top of a seat tier since human teams need the platform to review and act on insights. Conversations that start with a bot but end with a human are covered by seat license at no extra charge.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | AutoQM & Improvement - from $35 per user/month |
| Subscription | Monthly | AutoQM + Conversation Intelligence Full Bundle - from $65 per user/month |
| Usage-based | Pay-as-you-go | AI Agent AutoQM - from $0.05 per conversation |
| Usage-based | Pay-as-you-go | AI Agent Full Bundle - from $0.13 per conversation |
Go-to-market motion3 records
Distribution channels5 records
Marketing channels9 records
EvaluAgent product offering
Product offeringCore offering
EvaluAgent sells a SaaS platform that automates quality scoring on 100% of contact center conversations (voice, chat, and email) using configurable AI scorecards. The platform combines Auto-QM (automated quality management), Conversation Intelligence, and AI Agent Observability modules, all powered by a proprietary Context Engine that grounds scoring in each customer's QA policies, knowledge base, and compliance rules. It is sold to enterprise and mid-market contact centers on a per-seat subscription basis, with usage-based pricing layered on for AI agent conversations.
Product overview
EvaluAgent is a unified contact centre quality assurance and performance improvement platform offered as a modular product portfolio. The core platform is Auto-QM & Improvement, which provides AI-powered automated scoring on 100% of conversations (voice, chat, email) through configurable scorecards, replacing manual sampling with full-coverage quality governance. Two key add-on modules extend the core: Conversation Intelligence analyses every interaction to surface demand drivers, sentiment, trends, and predictive customer metrics; and AI Agent Observability evaluates AI agent conversations independently of bot vendor metrics — detecting hallucinations, tracking handover quality, and comparing bot performance against human agents under the same quality standard. Both are powered by the Context Engine, which grounds all scoring in the organisation's own QA policies, tone-of voice guidelines, and knowledge base. The platform also includes a built-in eLearning/LMS module, a Performance Management & Coaching layer with 1-to-1 meeting management and gamification, Customer Insights for voice-of-customer reporting, and a native Integrations ecosystem connecting to leading CCaaS, CRM, helpdesk, and workforce management platforms, plus an open REST API for custom workflows.
Differentiator
Problem solved
Functional benefit
Products and services
- Auto-QM & Improvement AI-powered quality management platform that automates scoring on 100% of customer conversations (voice, chat, email) using configurable scorecards, replacing manual sampling with full-coverage AI scoring and connecting findings directly to coaching and performance workflows. Sold to enterprise and mid-market contact centers as the core EvaluAgent offering.
- Conversation Intelligence
Quantifiable outcome
- 25% increase in Quality Scores
- +12 more outcomes
Companies that use EvaluAgent
Customer profileNamed customers13 records
Segments7 records
Ideal customer profiles4 records
EvaluAgent technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration25 records
AI capability11 records
Feature7 records
EvaluAgent partnerships and signals
Strategic signalPartnerships
Twelve partnerships are on record, tiered minor and core.
- Callan SchebellaminorAI and contact center pioneer joins as advisor to the board. Brings deep expertise in AI agent technology and contact center operations to guide product strategy and market positioning.
- Phase2coreStrategic partnership to revolutionize CX with AI-powered Quality Intelligence. Joint go-to-market initiatives combining Phase2's CX expertise with EvaluAgent's QA platform. Partnership announced April 2025 to deliver integrated solutions to the contact center market.
- PuzzelcoreCCaaS partnership with Puzzel Contact Center, Puzzel Ticketing and Puzzel Case Management. Native integration enables quick setup and seamless data sync. Puzzel CTO Thomas Rodseth stated: 'Puzzel is delighted to partner with evaluagent to support one another's ambitious growth plans and joint value propositions.'
- Red BoxcorePartnership with Red Box, a leading call recording platform. Deep UK market experience with proven track record alongside world-leading CCaaS and call recording platforms.
- GenesyscoreNative integration with Genesys Cloud platform. Automatically imports support calls from Genesys account into EvaluAgent for analysis and evaluation. Deep-level integration provides real-time visibility from one environment.
- SalesforcecoreIntegrated QA and coaching for Salesforce Service Cloud. Evaluates interactions and feeds results directly into CRM. Side-by-side evaluation with ticket visibility alongside scorecards. Automatic sensitive data redaction.
- Five9coreQA co-pilot for Five9, streamlining QA efforts on critical interactions. Deep-level integration gives real-time visibility from one environment. Automatically imports calls, enables AI-based scoring on up to 100% of conversations.
- Amazon ConnectcoreAutomatically import calls and chats from Amazon Connect to remove repetitive admin from QA processes. Deep-level integration provides real-time visibility with configurable filters, auto-distribution, and sensitive data redaction.
- NICE CXonecoreNative integration with NICE CXone platform for enterprise contact centers requiring comprehensive quality management.
- IntercomcoreConnect Intercom to EvaluAgent in seconds with native integration. Supports import and analysis of chats, emails, tickets, and Fin bot conversations. Seamlessly syncs users and provides granular control over conversation analysis.
- ZendeskcoreUse conversation analytics, ticket status and tags to automate QA and prioritize training interventions. Automatically import tickets, tags, and survey results. 285% increase in QA productivity demonstrated with Zendesk integration.
- AssembledcoreWFM integration combining QA and workforce management for operational excellence. Seamlessly syncs QA scores and coaching sessions with agents utilizing WFM schedules. Bidirectional data flow enables scheduling 1-to-1s within EvaluAgent.
Scale indicators10 records
Recent moves6 records
Expansion highlights6 records
EvaluAgent competitors and assessment
Company assessmentMarket position
Competitive moat7 records
Key risks6 records
Key highlights7 records
Customer concentration
EvaluAgent social profiles
Digital presenceEvaluAgent compliance and trust
Trust signalCompliance6 records
EvaluAgent financial estimates
Financial estimateRevenue estimate
Valuation estimate
EvaluAgent leadership team
Management profileNumber of profiles
Profiles8 records
EvaluAgent funding detail
Funding detailFunding overview
Funding rounds5 records
Investors3 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
EvaluAgent M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about EvaluAgent
What does EvaluAgent do?
EvaluAgent sells a SaaS platform that automates quality scoring on 100% of contact center conversations (voice, chat, and email) using configurable AI scorecards. The platform combines Auto-QM (automated quality management), Conversation Intelligence, and AI Agent Observability modules, all powered by a proprietary Context Engine that grounds scoring in each customer's QA policies, knowledge base, and compliance rules. It is sold to enterprise and mid-market contact centers on a per-seat subscription basis, with usage-based pricing layered on for AI agent conversations.
Is EvaluAgent a public or private company?
EvaluAgent is a private company. It is classified as venture growth investor backed and is currently operating.
When was EvaluAgent founded?
EvaluAgent was founded in 2012. It employs 51 to 100 people.
Where is EvaluAgent based?
EvaluAgent is headquartered in Newcastle Upon Tyne, United Kingdom, in the Europe region.
How does EvaluAgent make money?
Two revenue lines are on record. Seat-based licensing for human agents are the primary driver. The others are per-conversation pricing for AI agents.
Does EvaluAgent have an API?
Yes. REST APIs to integrate evaluagent into the rest of your stack — embed insights wherever your teams work. Open API for importing contacts, accessing real-time data, or building custom reporting workflows into your own business systems. Push evaluagent data into your warehouse, BI tool, or downstream system via data exporting. Webhooks available for triggering workflows. Developer documentation is at docs.evaluagent.com.
What industry is EvaluAgent in?
EvaluAgent's product category is Contact Center Quality Assurance Software. Its primary akta.pro industry code is HDAAAFAH, Audio & Speech Analytics (call analytics, QA, insights), with a secondary code of HDAAAFAC, Conversational AI Platforms (chat/voice bots, orchestration). Its NAICS code is 513210 and its SIC code is 7372.