Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. EvaluAgent: EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets. This comparison weighs them on pricing, features, and everyday workflow fit.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and EvaluAgent when surface sentiment, intent, and contact reasons to coach agents and improve cx matters most. Run both through a week of actual calls to see which suits your workflow.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets.
Cresta is an enterprise customer-experience AI platform that unifies human and AI agents across voice and digital channels. It captures conversations through integrations with major contact-center systems such as Genesys, NICE, Salesforce, Twilio, and Amazon Connect, then analyzes those interactions at scale to surface behavioral insights and deliver real-time guidance. Its Agent Assist listens to live conversations and provides agents with in-the-moment suggestions, knowledge, and next-best actions, while a Knowledge Agent proactively surfaces context-aware answers without manual prompting. Cresta's conversation intelligence analyzes 100% of interactions to identify the behaviors that drive outcomes, and its automated quality management scores conversations across the board so supervisors gain visibility without manual sampling. The platform also offers autonomous AI agents that can resolve customer conversations end to end, plus an Agent Operations Center that gives supervisors real-time visibility and intervention tools across both human and AI-led conversations. Cresta is built for large enterprise contact centers in industries such as financial services, travel and hospitality, telecommunications, insurance, and healthcare that need real-time assistance, coaching, and analytics at scale. Pricing varies by plan. Check the official website for current pricing.
Best suited for
EvaluAgent is a UK-based quality assurance and performance-improvement platform built for contact centers, BPOs, QA leads, team managers, and frontline agents. It captures interactions from connected CCaaS, CRM, and helpdesk systems, then transcribes voice calls to text and processes chats, emails, and tickets so every conversation can be reviewed rather than just a manual sample. Its AutoQA engine uses customizable drag-and-drop scorecards to automatically evaluate interactions, applying auto-fail logic and weighting that mirror how a team grades quality. A conversation-intelligence layer adds sentiment analysis, reason-for-contact classification, intent detection, summarization, predictive metrics, and customer-vulnerability signals. Insights flow into coaching plans, performance tracking, and agent feedback. The platform also offers AI-agent observability to detect issues in automated conversations, plus calibration and reporting tools. It integrates with systems such as Genesys, Five9, NICE CXone, Talkdesk, Amazon Connect, Salesforce, and Zendesk, and lists enterprise security credentials including SOC 2 Type II and ISO 27001.
Best suited for
Cresta is a free tier with paid upgrades (freemium); EvaluAgent is a free tier with paid upgrades (paid). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | EvaluAgent |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Automatic voice-call transcription with multi-language support |
| Standout feature | Conversation intelligence analyzing 100% of interactions | AutoQA scoring of 100% of conversations using customizable drag-and-drop scorecards |
| Team usage | Automated quality management and scoring across all calls | Conversation intelligence: sentiment analysis, intent detection, and summarization |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Reason-for-contact classification and predictive metrics (CSAT/NPS/resolution) |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | AI-agent observability to flag hallucinations, missed intents, and quality issues |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Coaching workflows, calibration, and dashboards built on QA insights |
Cresta
Choose Cresta if you need assisting contact-center agents in real time during customer conversations — strengths include delivers real-time guidance during live conversations, not just post-call review.
EvaluAgent
Choose EvaluAgent if you need automatically score and audit 100% of customer service calls and chats for quality and compliance — strengths include transcribes and analyzes every interaction across voice, chat, email, and tickets rather than a small manual sample.
Cresta
EvaluAgent
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while EvaluAgent is strong for automatically score and audit 100% of customer service calls and chats for quality and compliance. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and EvaluAgent is a free tier with paid upgrades. Check each vendor's pricing page for the latest plans and free-tier limits.
Sure. Running both makes sense when their strengths don't overlap and the budget allows.
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