Smart Role vs evaluagent
evaluagent is a UK contact-center quality and performance platform: automated QA, conversation intelligence, AI-agent observability, coaching, an LMS and gamification. Headquartered in Middlesbrough, it received a $20M investment from PeakSpan Capital in 2023.
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At a glance
Smart Role
- Built for
- Customer support and contact centers
- Pricing
- Free plan (10 sessions). Core from $29 per active user per month, unlimited scenarios per user. Ultimate on quote.
- Security
- SOC 2 Type 2, ISO 27001, GDPR, EU hosting
evaluagent
- Built for
- Contact-center QA
- Pricing
- Per user per month: AutoQM & Improvement from $35, with Conversation Intelligence from $65. AI agents on request. No free trial; proof of concept after a demo.
- Security
- SOC 2 Type II, ISO/IEC 27001:2022, GDPR, HIPAA, Cyber Essentials Plus
- Ratings
- G2 4.5/5 · Capterra 4.7/5
What is evaluagent?
“Complete visibility across every agent — human and AI.”
evaluagent is a UK contact-center quality and performance platform: automated QA, conversation intelligence, AI-agent observability, coaching, an LMS and gamification. Headquartered in Middlesbrough, it received a $20M investment from PeakSpan Capital in 2023.
What evaluagent does well
- Published prices, and a closed loop from QA to coaching, LMS and gamification.
- Covers both human and AI agents.
- Strong compliance posture, with selectable UK, EU, US or Australian data residency.
Where Smart Role is different
Simulations, which evaluagent does not offer
evaluagent's own comparison page lists training simulations as not available: its training is coaching, courses and gamification. Smart Role is built on simulations of your real customer situations.
Better together
evaluagent scores live conversations and triggers coaching; Smart Role gives agents the simulated practice to fix the gap, and a pass mark before they return to the queue.
Active users only, Free plan
evaluagent is priced per user, from $35 per month, with no free plan. Smart Role starts at $29 per active user per month, bills only the agents who trained that month, and has a Free plan.
Feature by feature
| Criterion | Smart Role | evaluagentContact-center QA |
|---|---|---|
| Built for customer support | Yes | Yes |
| AI role-play simulations | Yes | No |
| QA of real customer conversations | ~Partly: In beta: imports Zendesk and Intercom conversations and scores them with the same scorecards as the simulations. | Yes |
| Voice (phone) simulations | Yes | No |
| Chat simulations | Yes | No |
| Email simulations | Yes | No |
| Scenarios from your own tickets & knowledge base | Yes | No |
| Custom scorecards | Yes | Yes |
| Training paths | Yes | Yes |
| Hiring assessments | Yes | ?Not public |
| Zendesk app | Yes | Yes |
| Intercom app | Yes | Yes |
| Free plan | Yes | No |
| Public pricing | Yes | Yes |
| EU data hosting | Yes | Yes |
Which one is right for you?
Choose evaluagent if
You want transparent per-seat QA on every conversation, closing the loop with coaching, an LMS and gamification, with UK, EU, US or Australian data residency.
Choose Smart Role if
You want a simulated-practice and certification step before go-live, or as remediation when QA flags a gap, billed only for the agents who train, with a Free plan.
Sources
- evaluagent.com — positioning, products, integrations, certifications
- evaluagent.com — published per-user prices, proof of concept
- evaluagent.com — training simulations listed as not available
- evaluagent.com — data residency
- capterra.com — Capterra rating
This comparison is based on evaluagent's public information as of 2026-10-01. Products change: if something here is out of date, tell us at friends@smartrole.ai and we will correct it.
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