Why Everyone in MENA is Talking About Evalia AI for Call Centers

You know the problem. Call centers in the region, huge mess sometimes. Agents, some don’t even follow scripts. Managers, drowning in spreadsheets and sample reviews. You try manual QA, you can’t even cover 5% of calls, and still someone complains. That’s where Evalia AI comes in, people are talking about it a lot now in Amman, Riyadh, Dubai.

Evalia listens to everything. Full call, real-time. Not some sample, not “every 10 calls.” Users report that it catches mistakes even seasoned agents make. Arabic, English, accents from here to there it somehow gets it. Some say it’s like Amazon Transcribe for Arabic, but better for local voices. Don’t ask me how, it just works.

Managers tell me on forums, “Finally, I can see who is slacking, who’s good.” It compares what agents say against your knowledge base. And you know what happens in regional companies? Knowledge bases are messy, outdated, half in English, half in Arabic. Evalia somehow navigates that chaos. Users report it flags agents giving wrong info before the client even notices.

Forget manual evaluation. Forget QA teams sitting all day listening to recordings. Evalia gives numbers, metrics, stats. Call duration, compliance, professionalism. People on the ground say they noticed a 10x improvement in spotting weak agents yes, ten times. Hard to believe, but that’s what they say.

And it’s not just small stuff. Companies with multiple brands, multiple call centers, finally see all in one place. One dashboard. Each company, each agent, all metrics. People swear they discovered patterns they never imagined. Repeated mistakes, slow response trends. One user reported spotting an agent who was quietly losing clients every week.

Here’s the kicker. Evalia is moving fast. Not stopping at evaluation. STT and now TTS, AI agents coming in. Users say their system is being tested as full AI assistants. Some believe it will replace junior agents completely. Some exaggerate, sure, but that’s the hype.

Honestly, if you manage call centers in the region, you have to know about Evalia. Users report it’s saving hours, reducing complaints, and improving customer satisfaction sometimes dramatically. Even government services in Jordan are using it, big names like Amazon, Shein, Temu brands. They claim accuracy is insane.

Bottom line? Evalia is changing how customer service is done here. Some say you can’t run a serious operation without something like this. Others say it’s early days, but the results already shock. You see it in the forums, in LinkedIn groups, in casual WhatsApp chats between managers. Everyone’s talking. And if the word is true, it’s about time we had something like this in the region.