EvaluAgent: EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets. Level AI: Level AI is a contact center conversation intelligence platform that transcribes, scores, and analyzes voice and text customer interactions with automated QA and real-time agent assist. The right pick comes down to team size, budget, and the workflows you want to automate.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist EvaluAgent when automatically score and audit 100% of customer service calls and chats for quality and compliance matters most, and Level AI when coaching contact center agents using transcript-based insights and real-time call guidance matters most. Run both through a week of actual calls to see which suits your workflow.
EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets.
Level AI is a contact center conversation intelligence platform that transcribes, scores, and analyzes voice and text customer interactions with automated QA and real-time agent assist.
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
Level AI is a customer experience platform built for enterprise contact centers that captures, transcribes, and analyzes customer conversations across voice calls, chat, email, and bot interactions. Its proprietary speech-to-text engine, trained on noisy call center audio and fine-tuned to each customer's terminology, converts spoken conversations into searchable transcripts. On top of that transcription layer, Level AI applies semantic intelligence (natural language understanding) rather than keyword matching to detect intent, sentiment, and compliance issues, aiming to monitor 100% of interactions instead of a small sampled fraction. The platform automates quality assurance by scoring conversations against custom scorecards, including open-ended criteria via its QA-GPT feature, and surfaces coaching opportunities. A real-time Agent Assist module suggests next-best actions during live calls, and analytics dashboards extract voice-of-customer insights and dissatisfaction drivers. It is aimed at QA, CX, and operations teams in financial services, healthcare, insurance, and retail. Level AI also offers AI virtual agents for call deflection and screen recording for agent monitoring.
Best suited for
EvaluAgent is a free tier with paid upgrades (paid); Level AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | EvaluAgent | Level AI |
|---|---|---|
| Core capability | Automatic voice-call transcription with multi-language support | Speech-to-text transcription of voice calls plus ingestion of chat, email, and bot text across channels |
| Standout feature | AutoQA scoring of 100% of conversations using customizable drag-and-drop scorecards | Semantic conversation intelligence using NLU to detect intent, sentiment, and compliance signals |
| Team usage | Conversation intelligence: sentiment analysis, intent detection, and summarization | Automated quality assurance scoring of 100% of interactions via custom scorecards and QA-GPT |
| Integrations | Reason-for-contact classification and predictive metrics (CSAT/NPS/resolution) | Real-time Agent Assist that surfaces recommended responses and guidance during live calls |
| Languages & capture | AI-agent observability to flag hallucinations, missed intents, and quality issues | Analytics dashboards for voice-of-customer insights, dissatisfaction drivers, and root-cause analysis |
| Best-fit workflow | Coaching workflows, calibration, and dashboards built on QA insights | Agent screen recording and AI virtual agents for call triage and deflection |
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.
Level AI
Choose Level AI if you need automatically scoring and auditing agent calls and chats for quality assurance at scale — strengths include transcription engine is trained specifically on noisy contact center audio and tuned to customer-specific terminology.
EvaluAgent
Level AI
It depends on your workflow. EvaluAgent is strong for automatically score and audit 100% of customer service calls and chats for quality and compliance, while Level AI is strong for automatically scoring and auditing agent calls and chats for quality assurance at scale. Both transcribe and summarize meetings.
EvaluAgent is a free tier with paid upgrades and Level AI is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
You can — some teams pair them when each covers a different part of the meeting workflow.
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