Request a Demo
Press

AmplifAI Named a Core Performing Provider in the CMP Research Prism for Customer Analytics & Insights, 2026

AmplifAI Named a Core Performing Provider in the CMP Research Prism for Customer Analytics & Insights, 2026
Updated:
Authored by
Robert Cowlishaw Head of Marketing
Reviewed by
Sean Minter Sean Minter Founder, CEO

CMP Research named AmplifAI, the AI-native workforce orchestration platform for performance and CX management, a Core Performing provider in the CMP Research Prism for Customer Analytics & Insights, 2026, revealed October 8 at Customer Contact Week Nashville.

AmplifAI positioned as a Core Performing provider in the CMP Research Prism for Customer Analytics & Insights, 2026
AmplifAI in the CMP Research Prism for Customer Analytics & Insights, 2026

Download the CMP Research Prism for Customer Analytics & Insights, 2026

Topics covered:

AmplifAI Customer Analytics Analyzes Up to 100% of Interactions

Contact centers record more conversations than their teams can read, and surveys miss most customers. AmplifAI's Customer Analytics analyzes up to 100% of interactions across AI agent, chatbot, voice, chat, email, social, and SMS channels, alongside surveys, CRM, and case data. AmplifAI's Customer Analytics reads 25 signals per interaction, including contact reasons, sentiment shift, effort, and churn indicators. Predicted CSAT and FCR, validated against survey returns, show leaders satisfaction where no survey reaches.

Journey analytics follows customers across AI agents and people, including containment, transfer reasons, and bot-to-human handoff quality. AmplifAI's Customer Analytics routes findings to an owner, so a root cause becomes a coaching action, a quality theme a rubric update, a shipping trend a task for logistics, and a product defect a case for engineering.

AmplifAI Customer Analytics Found Claims Issues Coded Data Missed

A leading US pharmacy and health benefits company uses AmplifAI's Customer Analytics across eight lines of business to read virtual assistant conversations, calls, and complaints. AI reading its health-plan case notes found claims issues in 41.6% of cases where coded data showed 14%.

“Customer analytics doesn't have a data problem. It has an action problem,” said Sean Minter, CEO of AmplifAI. “The value was never the dashboard. It is what changes because of it: the coaching moment, the broken process someone finally fixes, the product team that hears what customers are actually saying.”

AmplifAI Recognition From Gartner, CMP Research, and the CCW Excellence Awards

AmplifAI is also recognized in Gartner® research on evaluating AI-driven customer interactions, including the Gartner® report, How Service QA Should Evaluate AI-Driven Customer Interactions. This placement joins AmplifAI's Leading position in the CMP Research Prism for Automated QA/QM, Q3 2026 and its Automation Solution of the Year win at the 2026 CCW Excellence Awards. Paired with AmplifAI's performance enablement, each insight becomes action for large teams of AI agents and people.

How AmplifAI Customer Analytics Turns Conversations Into Action

AmplifAI Customer Analytics product video

Download the CMP Research Prism for Customer Analytics & Insights, 2026

About AmplifAI

AmplifAI is the AI-native workforce orchestration platform for performance and CX management. AmplifAI unifies data, Quality Intelligence, Customer Analytics, coaching, performance management, and gamification for AI agents and people. Founded in 2018, AmplifAI is headquartered in Plano, Texas.

Contacts

Robert Cowlishaw, rcowlishaw@amplifai.com

Gartner, How Service QA Should Evaluate AI-Driven Customer Interactions, Jonathan Schmidt, Brett Overbey, Ian Elliott, 1 September 2026.

GARTNER is a trademark of Gartner, Inc. and/or its affiliates.

Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose.

About the Author and Reviewer

Authored by

Robert Cowlishaw

Head of Marketing

Robert Cowlishaw leads product marketing, sales enablement, and go-to-market strategy at AmplifAI, where he has been since the company's earliest days. His work spans enterprise communications, competitive analysis, RFP responses, and partner integrations, giving him a cross-functional view of how contact center technology gets built, positioned, and evaluated in real procurement environments.

Robert operates at the intersection of product and market, translating complex AI capabilities into the language contact center buyers use during evaluations and helping enterprise teams understand how specific features map to the operational challenges they face. Robert holds a BBA in Entrepreneurship from the University of Oklahoma.

LinkedIn profile

Reviewed by Sean Minter

Sean Minter

Founder, CEO

Sean Minter founded AmplifAI after spending 25+ years building, running, and turning around contact center businesses. Before AmplifAI, Diamond Castle Holdings, a $4B private equity fund, brought Sean in as President and COO of PRC, a global BPO with more than 10,000 contact center agents and $300M+ in annual revenue. Sean led PRC’s turnaround and eventual acquisition by Alorica. Running contact center operations at scale exposed the gaps existing software could not close. Sean founded AmplifAI to solve those problems, building an end-to-end contact center performance system that unifies data from every source into a single AI-ready layer, delivering actions to every level of the organization from agents to VPs.

Sean is a serial entrepreneur who has founded four technology companies, including Reallinx, a managed network and security provider later acquired by GTT. Sean was named an Ernst & Young Entrepreneur of the Year Southwest Award finalist in consecutive years, and AmplifAI has been recognized on the Inc. 5000 list of fastest-growing private companies. Sean holds an MBA from Southern Methodist University and a BS in Electrical Engineering from Ohio State.

LinkedIn profile