EvaluAgent: EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets. Uniphore: Uniphore is an enterprise conversational AI and customer service analytics platform that records, transcribes, and analyzes voice and digital interactions for real-time agent assist, conversation intelligence, and automated quality assurance. Here's where each one pulls ahead on pricing, features, and the meetings it suits best.
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 Uniphore when qa and supervisor teams automating call scoring, coaching, and compliance monitoring across all 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.
Uniphore is an enterprise conversational AI and customer service analytics platform that records, transcribes, and analyzes voice and digital interactions for real-time agent assist, conversation intelligence, and automated quality assurance.
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
Uniphore is an enterprise Business AI platform built for contact centers and customer service operations. Its customer service suite captures and records voice and screen interactions, then applies speech-to-text and natural language processing to transcribe and analyze conversations. The Conversation Insights Agent uses generative AI to analyze 100% of customer calls, producing conversation summaries, sentiment analysis, and topic/call-driver detection, and lets users query insights in natural language without predefined keyword lists. Its Real-Time Agent Assist surfaces in-the-moment guidance and knowledge during live calls and automates after-call work such as wrap-up summaries. The platform also automates quality assurance across every call rather than relying on random sampling or manual scorecards, flagging coaching needs and compliance gaps. The Communication Recording Agent provides multi-channel audio capture, transcription, and built-in compliance controls (MiFID II, Dodd-Frank, PCI DSS, GDPR). It targets contact center leaders, QA managers, supervisors, and operations teams. Uniphore is established, with documented enterprise deployments and industry analyst recognition.
Best suited for
EvaluAgent is a free tier with paid upgrades (paid); Uniphore is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | EvaluAgent | Uniphore |
|---|---|---|
| Core capability | Automatic voice-call transcription with multi-language support | Real-time call transcription and live agent assist with in-the-moment guidance |
| Standout feature | AutoQA scoring of 100% of conversations using customizable drag-and-drop scorecards | Generative-AI conversation intelligence analyzing 100% of calls for summaries, sentiment, and call drivers |
| Team usage | Conversation intelligence: sentiment analysis, intent detection, and summarization | Automated quality assurance across all interactions without random sampling or manual scorecards |
| Integrations | Reason-for-contact classification and predictive metrics (CSAT/NPS/resolution) | Multi-channel voice and screen recording with transcription in supported languages |
| Languages & capture | AI-agent observability to flag hallucinations, missed intents, and quality issues | Natural language querying of conversation insights without keyword lists or tags |
| Best-fit workflow | Coaching workflows, calibration, and dashboards built on QA insights | Automated after-call work (ACW) summaries and post-call task automation |
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.
Uniphore
Choose Uniphore if you need contact centers transcribing and analyzing every customer call to uncover call drivers and sentiment trends — strengths include analyzes 100% of conversations rather than a sampled subset, improving qa and compliance coverage.
EvaluAgent
Uniphore
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 Uniphore is strong for contact centers transcribing and analyzing every customer call to uncover call drivers and sentiment trends. Both transcribe and summarize meetings.
EvaluAgent is a free tier with paid upgrades and Uniphore is custom pricing. 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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