EvaluAgent: EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets. Observe.AI: Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time. 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 Observe.AI when contact-center agents getting real-time prompts and after-call summaries during live interactions matters most. Try them side by side on real calls before deciding — needs vary by team.
EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets.
Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time.
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
Observe.AI is a conversation intelligence and CX platform built for contact centers. It captures customer interactions across voice, chat, and email, then transcribes them using a proprietary automatic speech recognition (ASR) engine that produces diarized transcripts with built-in PII redaction. On top of those transcripts, it layers large language models to automatically evaluate 100% of conversations against configurable QA scorecards, replacing the manual sampling most quality teams rely on. The platform surfaces sentiment, keyword spotting, and operational insights, and feeds them into coaching workflows for supervisors. For frontline agents, an Agent Copilot delivers real-time guidance, next-best-action prompts, and automated after-call summaries during live interactions. It's aimed at enterprise CX, support, and sales operations in regulated industries such as banking, insurance, healthcare, and travel, and offers hundreds of pre-built integrations with common contact-center and CRM systems. Distinct points include full-coverage auto QA, real-time agent assist tied to live sentiment, and an ASR engine tuned specifically for contact-center audio rather than general meetings.
Best suited for
EvaluAgent is a free tier with paid upgrades (paid); Observe.AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | EvaluAgent | Observe.AI |
|---|---|---|
| Core capability | Automatic voice-call transcription with multi-language support | Proprietary ASR that produces diarized call transcriptions with built-in PII redaction |
| Standout feature | AutoQA scoring of 100% of conversations using customizable drag-and-drop scorecards | Automated quality assurance that scores 100% of interactions against configurable QA scorecards |
| Team usage | Conversation intelligence: sentiment analysis, intent detection, and summarization | Real-time Agent Copilot delivering live guidance, prompts, and next-best-action suggestions |
| Integrations | Reason-for-contact classification and predictive metrics (CSAT/NPS/resolution) | Automated after-call summaries for voice and chat interactions |
| Languages & capture | AI-agent observability to flag hallucinations, missed intents, and quality issues | Sentiment analysis, keyword spotting, and conversation analytics across voice, chat, and email |
| Best-fit workflow | Coaching workflows, calibration, and dashboards built on QA insights | Supervisor coaching workflows and pre-built integrations with contact-center and CRM tools |
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.
Observe.AI
Choose Observe.AI if you need quality assurance teams auto-scoring every support call against compliance and qa scorecards — strengths include auto-scores 100% of conversations instead of a small manual sample, giving full qa coverage.
EvaluAgent
Observe.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 Observe.AI is strong for quality assurance teams auto-scoring every support call against compliance and qa scorecards. Both transcribe and summarize meetings.
EvaluAgent is a free tier with paid upgrades and Observe.AI is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Yes. Many teams run more than one meeting assistant when the workflows are complementary.
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