CCW Excellence Awards 2026 winner, automation solution of the year
The CCW Excellence Awards recognized AmplifAI as the 2026 Automation Solution of the Year for automating QA, coaching, and performance workflows across the contact center.
AI-native performance and CX management platform
Turn Customer Intelligence Into Enterprise Action
Gather the data, connect the dots, harness intelligence, and orchestrate actions across human, AI agents, and blended interactions.
Powering the best in CX
The AmplifAI Platform
One orchestration platform for people and AI agents.
Your live teams and AI agents share one connected layer of customer data and AI, so insight turns into action for both. Results show up in the numbers you already report: sales, first contact resolution, retention and cost to serve.
People and AI agents
One high-performance standard, human or AI.
Coach, score and grow your live agents on one connected performance system.
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Performance Enablement
The performance-enablement core: unified performance management and AI-enabled coaching on one data layer, driving Next Best Actions from metric to behavior to coaching to recognition.
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Quality Intelligence
Auto QA, quality management, and conversational intelligence in one feedback loop — score every interaction, calibrate, and surface the themes and behaviors behind them.
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Customer Analytics
Connect interaction data, surveys, and journey signals to explain what drives satisfaction and experience outcomes — intent, sentiment, predictive NPS, and root cause at scale.
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AI Simulations
AI role-play and practice simulations for onboarding and upskilling, part of AI-enabled coaching.
Hold AI agents to the standards your teams already meet: score, coach and govern them in one place.
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Quality Intelligence
Auto QA, quality management, and conversational intelligence in one feedback loop — score every interaction, calibrate, and surface the themes and behaviors behind them.
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Customer Analytics
Connect interaction data, surveys, and journey signals to explain what drives satisfaction and experience outcomes — intent, sentiment, predictive NPS, and root cause at scale.
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AI Agent Management
Manage, measure, and govern AI agents and chatbots alongside human teams — one accountability layer grading each workforce on the behaviors its customers reward.
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Contact Center AI
Contact center AI: the patented engine that turns performance, interaction, and customer data into predictions, next best actions, and automation for frontline teams.
Run people and AI agents side by side, measured and managed on the same framework.
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Performance Enablement
The performance-enablement core: unified performance management and AI-enabled coaching on one data layer, driving Next Best Actions from metric to behavior to coaching to recognition.
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Quality Intelligence
Auto QA, quality management, and conversational intelligence in one feedback loop — score every interaction, calibrate, and surface the themes and behaviors behind them.
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Customer Analytics
Connect interaction data, surveys, and journey signals to explain what drives satisfaction and experience outcomes — intent, sentiment, predictive NPS, and root cause at scale.
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AI Agent Management
Manage, measure, and govern AI agents and chatbots alongside human teams — one accountability layer grading each workforce on the behaviors its customers reward.
At a Glance
The backbone of CX performance.
Revenue
27%
increase in sales conversion
Retention
12%
improvement in agent retention
Leader time
80%
reduction in supervisor workload
How AmplifAI Works
One continuous loop, with value at each step.
AmplifAI runs one process on the infrastructure you already have, managing performance across in-house teams, vendors, and human and digital workforces.
Step 01 · Gather Data
Every signal, unified.
Capture structured and unstructured sources in one place: efficiency, productivity, CSAT/NPS and quality metrics, plus calls, transcripts, chats, emails, social media, and survey commentary.
- CCaaS
- CRM & Social
- Surveys
- Quality & WFM
- Voice Analytics
- Data & Files
- People RostersHierarchyVendors
- Learning & Knowledge LMSSimulationsKnowledge base
A rotating sample of 150+ cloud, on-premise and homegrown sources, unified within AmplifAI.
Step 02 · Connect the Dots
Connecting the dots: beyond fragmented data.
Everyone collects data; few connect it. Rebuilding static data into a dynamic, end-to-end record that tracks the customer context alongside every human and AI touchpoint.
Customer
Experience
Advocate
Channel
Account Premium tier
Contact reason Billing dispute
Voice of customer CSAT 2 of 5
Interaction Call · 11 min
Quality Auto QA · 84
Outcome Repeat contact
Person Maria S.
Supervisor Dan R.
Behaviour Empathy · 62%
Voice Phone · IVR
AI agent Web chatbot
Digital Email and chat
Third contact, same reasonStarted in the bot, ended on the phoneMissed behaviours become the coaching planNew hires start on chat, then voice Step 03 · Harness Intelligence
Beyond the model: the harness provides the business value.
The harness governs the model: the prompts, the processing, the guardrails and the verification of everything, so it works accurately and consistently without hallucinating. What comes out is intelligence: signals, predictions and insights connected to customers, channels, contact reasons, advocates and hierarchies.
The connected record
from step 02 enters here
LLM Models Least Cost Routing
Prompts & processing Prompt constructionEvaluation loopOutput parsingException handling Context & memory Behaviour libraryScorecards & formsInteraction memoryRoster & hierarchy context Governance & verification Verification samplingHuman calibrationConsistency checksGuardrails Intelligence out
- Signals
- Predictions
- Insights
Step 04 · Orchestrate Actions
Operationalizing intelligence: driving targeted action across the enterprise.
The Orchestration Engine is the execution brain of the platform. While the LLM harness processes, grounds, and generates intelligence from raw data, the orchestration engine takes those intelligent signals and translates them into deterministic business actions across the organization.
- Contact Center Teams Connecting data to identify learning and coaching opportunities for advocates and team leaders. CoachingRecognitionFollow-upsDaily gameplans
- CX Teams Identify advocate behaviors and product or policy challenges driving negative CX, and action them to the right users. Root-cause themesJourney frictionPolicy fixes
- Product Teams See the product, pricing and coverage signals customers raise in conversation, surfaced from the harness. Feature requestsDefect signalsUsage friction
- Marketing Teams Identify and visualize competitor, campaign and positioning signals from what customers actually say. Competitor mentionsMessage resonanceVoice of customer
- Compliance Teams Identify, visualize and action compliance challenges across all conversations, human and AI. Auto-fail alertsScript adherenceAudit trails
- Sales Teams Spot the objections, offers and behaviors that move conversions, and route them to the people who sell. Objection patternsConversion driversUpsell cues
- Training & Enablement Turn recurring misses into learning content and simulations, targeted to the people who need them. Learning modulesSimulationsKnowledge gaps
- Operations Leaders One live view of performance across teams, sites and partners, with the actions already routed to the people who act on them. Intraday alertsExecutive snapshotsVendor scorecards
Data connected
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Uncover the signals
Auto QA grades 100% of interactions across voice, chat and digital, and CX analytics surface the drivers behind them.
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Identify high performers
Role-based intelligence and high-performer personas built from the connected data.
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Route the actions
Create next best actions for every role, the tasks that drive development.
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Prove effectiveness
Measure what works, then repeat it, for coaches and for learning content.
The loop closes
Every cycle improves the effectiveness of coaches and learning content, so the winning behaviors get measured.
Sometimes the action is just a nudge. Handle time is running high, so adjust today, before anyone has to ask. The direction is workflows that learn which intervention works for which person, and reach for that one first.
Top Five Use Cases
Your AI partner for systematically improving performance.
A leading airline cut average handle time 5%. By helping our leaders coach the right agent behavior that impacts AHT, we’ve reduced average call handle time.
Read the case studyA leading home improvement retailer lifted sales conversion 27%. In our first full quarter with AmplifAI, we saw a 27% lift in conversion rate, just by focusing our agent coaching on the right sales behaviors at the right time.
Read the case studyA leading web hosting company raised QA scores 6%. Having the flexibility to Auto QA across multiple forms means we’re not forcing one-size-fits-all QA anymore, we’re getting more accurate insights and faster performance gains.
Explore Auto QAA Fortune 500 credit card company gave team leaders 40% of their week back. All the time we spent building scorecards and chasing data is gone, we’re finally using that time to coach and develop frontline teams.
Read the case studyA leading telecom company improved customer satisfaction 11%. For the first time, we can trace a customer’s frustration to an agent behavior and coach on it the same day.
Read the case studyWhat’s Happening
The latest from the AmplifAI Library.
Event coverage, CX benchmarks, guides, and customer stories, updated as the industry moves.
AmplifAI Recognition
Named a leader in automated QA and an award-winning automation solution
A leading automated QA/QM provider in the CMP Research Prism, 2026
CMP Research names AmplifAI a Leading provider in its 2026 Prism report for Automated Quality Assurance and Quality Management, the analyst evaluation CX leaders use to shortlist QA/QM vendors.
Trust, Security, and Compliance
Performance data handled to the standards regulated industries require.
Security at the data layer
AmplifAI runs on internally hosted LLMs, so your data never touches public APIs and is never used to train models for other customers. Access is governed by SSO with Okta and Azure AD and role-based controls, so agents see only their own data, in a logically separated environment with no commingling between customers.
AES-256
encryption in transit and at rest
Compliance at the core
AmplifAI maintains the certifications highly regulated industries require, including healthcare and finance. Built on Microsoft Azure and working with AWS and GCP, it can be deployed inside your cloud infrastructure, with data region-locked to specific geographic locations.
SOC 2 Type 2, AICPA
ISO 27001 compliant
HIPAA compliant
PCI compliant
GDPR compliant
ARC-AMPE compliant
Automatic PII redaction
SSNs, credit card numbers, birth dates, and health information are redacted automatically before AI processing.
Your recordings stay in your system
AmplifAI analyzes, transcribes, and links back to your system rather than storing call recordings long-term.
AmplifAI Product Tour
Drive AmplifAI yourself.
Open the daily gameplan, run a coaching workflow, and walk the dashboards CX leaders check every morning, straight from your browser in a self-guided tour.
SL Sam LopezTeam Leader · Customer Care · 12 agents Team Scorecard · Goal 9086.4%
Team CSAT 4.6/ 4.5+0.1 Team FCR 74.2%/ 80%-5.8% Team Auto QA 91.2/ 90+1.2
Next Best ActionsMy Tasks
CoachJessie MartinezRequested coaching on FCR RecognizeCasey MorganScorecard goal hit, 3 weeks running Open the daily gameplan, run a coaching workflow, and walk the dashboards leaders check every morning.
Take the Tour Emerging Trends Detected 2 new patterns
Prior Authorization: Portal Status Stuck on "Pending" New +121% 31this week14prior62total "The prior authorization for their MRI has shown 'pending' in the portal for eleven days." Common plans:HMOPPOMedicare Advantage
Pharmacy: Denials After Formulary Change +45% 24this week16prior57total
Why customers call
size = volume · X = sentiment · Y = resolved
See why customers reach out, the themes behind the scores, and what to change first.
Take the TourSummarizeAuto QAValidate Call Flow
Was the agent courteous and empathetic?Yes Evidence: Acknowledged the frustration and kept a helpful tone throughout the call. Did the agent resolve the issue or provide a clear path to resolution?Yes Evidence: Replacement with expedited shipping, arriving Friday. Customer confirmed satisfied. Scored against your evaluation form: the same questions on every interaction, not a 2% sample.
Validate call flow
Every stage, every call
Watch every interaction graded, then follow an auto-fail straight into coaching.
Take the TourTalk to AmplifAI
Extend your contact center capacity by 30%, with AmplifAI.
30 minutes today shows how AmplifAI unifies your data, surfaces the next best action for each role, and starts moving your numbers.
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Automation Solution of the Year, 2026 CCW Excellence Awards