Call center gamification software should do more than just make work “fun.” If it’s not tied to performance coaching, real-time feedback, and operational goals, it’s just another feature collecting dust.
Many contact centers introduce leaderboards, rewards, and challenges hoping to improve engagement, only to realize the novelty wears off fast.
Without a data-driven approach, gamification turns into a short-lived morale booster instead of a real driver of agent performance and retention.
Adding gamification to your tech stack without intention or connection to your contact center eco-system won’t solve the deeper challenges like agent engagement or high turnover. Without a thoughtful strategy, even the most advanced gamification elements will miss the mark.
Gamification works best when it’s data-driven, backed by coaching, AI-driven insights, and holistic workforce engagement strategies.
We've reviewed the 7 best call center gamification software, against the features and criteria that matter most in 2025 for improving performance, retention, and customer experience.
In this software guide we'll be covering:
- Compare the 7 Best Call Center Gamification Software
- Shortcomings of Gamification in the Call Center
- Call Center Gamification Software Features
- Call Center Gamification Software Evaluation Criteria
- Best Call Center Gamification Software of 2025
Compare the 7 Best Call Center Gamification Software Platforms
Below is an overview of the best Call Center Gamification Software Tools of 2025, along with key takeaways from our in-depth reviews.
This guide was recently updated to reflect the latest trends in call center gamification and ensure our recommendations are aligned with 2025's most effective software solutions.
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AmplifAI was recently named a Leading provider in the 2025 CMP Research Prism for Automated QA and Quality Management, an independent evaluation of 17 platforms based on innovation, implementation, and customer impact.
Several of the vendors featured in this Call Center Gamification Software guide were also recognized in the CMP report.
The full CMP report outlines each platform’s strengths across 10 investment criteria, including:
- Integration with coaching and performance workflows
- Real-time feedback and engagement support
- Measurable improvements in service quality and agent experience
Includes insights tied to gamification-enabled coaching, performance optimization, and agent engagement.
Shortcomings of Gamification in the Call Center
While gamification has its benefits, relying solely on engagament tools without integrating them into a complete call center performance management system will not deliver the comprehensive improvements you're looking for.
While important, gamification and recognition is a tool but not the totality of what drives overall productivity.
Consider the pros and potential cons of gamification carefully while reviewing software vendors.
Call Center Gamification Software Features
Call center gamification software platforms should include features designed to engage agents, align with KPIs, and power coaching workflows.
These are the must-have features that separate high-impact gamification platforms from surface-level point systems.
Call Center Gamification Software Evaluation Criteria
When evaluating callcenter gamification software platforms, focus on solutions that integrate with your existing contact center technology stack, can provide proven, and measurable business outcomes.
Look for vendors that unify data sources, automate recognition workflows, and connect gamification efforts directly to coaching and quality management processes while demonstrating clear ROI.
Best Call Center Gamification Software (2025)
The call center gamification software we've selected to review embody a more holistic approach to agent performance through gamification. All of the vendors we've featured here have impressive technology and great teams backing them.
It wasn't easy to decide on the order, the ones with the most 'complete' call center gamification features and capabilities are closer to the top.
AmplifAI takes call center gamification software to the next level. Holistic agent development and AI-driven insights sets it apart from traditional gamification tools. With advanced role-based performance dashboards, High Performer Personas, and seamless data integration, AmplifAI empowers agents and leaders to achieve substantial improvement across all key call center metrics (KPI's).
AmplifAI's Gen AI Recognition automatically identifies high-performing behaviors and triggers personalized recognition without manual workflows. AmplifAI's Data-Driven Games leverage any operational data source (CRM, QA, speech analytics, WFM) creating comprehensive gamification experiences beyond basic point systems. QA-Driven Recognition and Recognition Analytics with ROI Tracking ensure gamification efforts directly correlate with measurable business outcomes rather than vanity metrics.
- Call centers committed to data-driven improvement and focused on a single solution for overall contact center performance management.
- Organizations that prioritize agent development, retention, and lasting skill enhancement alongside immediate performance gains.
- Call centers with complex data environments or those seeking a highly adaptable solution.
- AmplifAI's comprehensive data integration and AI capabilities require proper setup and configuration to maximize value across all gamification features.
- Organizations seeking basic leaderboards and badges may find AmplifAI's advanced recognition analytics and coaching integration more robust than needed.
- AmplifAI delivers maximum ROI for contact centers with 50+ agents, and committed to long-term performance transformation rather than simple engagement boosts.
AmplifAI's industry-leading Generative AI has earned recognition as a 2024 Gartner Cool Vendor and Leader in the 2025 CMP QA/QM Automation Prism. With a 4.8-star rating, 250,000+ users, and an impressive roster of 150+ brands and BPOs, AmplifAI combines advanced gamification capabilities with proven enterprise-scale performance. For contact centers seeking gamification that drives measurable business outcomes rather than just engagement metrics, AmplifAI is the comprehensive choice for long-term performance transformation.
Centrical call center gamification software provides a holistic gamification solution for call centers seeking to enhance agent engagement, performance, and overall operational efficiency. Centrical's blend of gamification, personalized learning, and AI-powered analytics aims to foster a culture of continuous development and improvement.
Centrical's Real-Time Leaderboards and Multi-Metric Gamification create comprehensive competition experiences across multiple KPIs simultaneously. Centrical's Custom Contest and Challenge Creation allows managers to build flexible campaigns tied to specific business goals. Centrical excels at Performance-Based Rewards Integration with direct connections to incentive programs and gift card systems.
- Contact centers seeking comprehensive gamification features with strong leaderboard and contest capabilities across multiple teams and departments.
- Organizations prioritizing flexible rewards integration and incentive tracking without requiring advanced AI-driven automation or QA workflow integration.
- Mid-to-large contact centers focused on traditional gamification mechanics like badges, peer comparisons, and team competitions rather than predictive recognition analytics.
- Limited AI Capabilities: Centrical lacks advanced AI-driven recognition and automated coaching integration found in more sophisticated platforms.
- QA Integration Gaps: No direct QA-driven recognition means quality improvements don't automatically trigger gamification rewards.
- Analytics Depth: Recognition ROI tracking exists but lacks the comprehensive measurement capabilities of enterprise-focused solutions.
Centrical delivers solid core call center gamification features with strong leaderboards, contests, and rewards integration. For organizations prioritizing traditional gamification mechanics over AI-powered automation, Centrical provides reliable functionality. However, contact centers seeking advanced recognition analytics or seamless QA integration may need a more comprehensive platform.
Cresta call center gamification software specializes in real-time AI feedback, optimizing agent-customer interactions for increased satisfaction and efficiency. Gamification is a part of Cresta's Generative AI approach to agent engagement. Its focus on instant, actionable insights makes it a valuable asset for call centers seeking to improve service quality and drive immediate results.
Cresta's Data-Driven Games leverage real-time conversation AI insights to create performance competitions based on actual customer interaction quality. Cresta's Custom Contest and Challenge Creation integrates with conversation analytics to build KPI-focused competitions. Cresta's AI capabilities provide some automated behavior recognition, though not at the sophistication level of dother platforms on this list.
- Contact centers already using Cresta's conversation AI platform seeking to add basic gamification capabilities without switching vendors.
- Organizations prioritizing real-time agent assistance with supplemental gamification features rather than comprehensive recognition programs.
- Teams focused on conversation quality metrics and AI-driven insights with light gamification needs for engagement.
- Limited Gamification Focus: Cresta primarily focuses on conversation AI with gamification as a secondary feature rather than core capability.
- Missing Traditional Elements: No avatars, badges, or comprehensive rewards integration that agents expect from dedicated gamification platforms.
- Analytics Gaps: Lacks dedicated recognition analytics and ROI tracking specific to gamification program effectiveness.
Cresta excels at conversation AI and real-time agent assistance with basic gamification features layered on top. For organizations seeking comprehensive gamification programs with robust recognition, rewards, and analytics, all in one vendors may provide more complete solutions. Cresta works best when conversation AI is the primary goal with light gamification support.
Nice CXone call center gamification software provides gamification capabilities as part of its comprehensive contact center platform, integrating performance recognition and competition features directly into workforce management and analytics workflows. While not a dedicated gamification specialist, Nice CXone offers solid core features like leaderboards, contests, and team competitions that work within existing enterprise contact center infrastructure. Nice CXone's call center gamification tools focus on operational metrics and workforce productivity rather than advanced AI-driven recognition or sophisticated rewards programs.
Nice CXone's Real-Time Leaderboards integrate with workforce management data to create comprehensive performance tracking across scheduling and productivity metrics. Nice CXone's Team-Based Competition features leverage existing organizational structures within the platform for seamless group competitions. The platform's Custom Contest and Challenge Creation connects directly to CXone's extensive analytics and reporting capabilities.
- Enterprise contact centers already using Nice CXone platform seeking to add gamification capabilities without additional vendor management.
- Organizations prioritizing workforce management integration with gamification features tied to scheduling, adherence, and productivity metrics.
- Large-scale operations requiring gamification features that work within an established enterprise contact center technology stack.
- Platform Integration Required: Gamification features work best within the broader Nice CXone ecosystem rather than standalone implementation.
- Limited Advanced Features: Lacks sophisticated AI-driven recognition and comprehensive analytics found in dedicated gamification platforms.
- Partial Feature Implementation: Many gamification capabilities exist but may require configuration and may not match specialized gamification vendor depth.
Nice CXone provides solid gamification features as part of a comprehensive contact center platform. For organizations already committed to Nice CXone infrastructure, the integrated gamification capabilities offer convenience and workforce management alignment. However, contact centers seeking advanced gamification features or best-in-class recognition programs may need all in one vendors for maximum impact.
Genesys call center gamification software offers gamification capabilities within its comprehensive cloud contact center platform, focusing on workforce engagement through leaderboards, contests, and performance tracking. Genesys's call center gamification features integrate with existing workforce management and quality monitoring tools to create competitions based on operational metrics. Genesys provides solid core gamification functionality as part of its end-to-end contact center solution.
Genesys' Multi-Metric Gamification creates comprehensive competitions across multiple operational KPIs within a single enterprise platform. Genesys' Team-Based Competition leverages existing organizational structures and workforce management data for seamless group contests. Genesys's Custom Contest and Challenge Creation integrates directly with their analytics and reporting infrastructure for streamlined performance tracking.
- Enterprise contact centers already using Genesys Cloud platform seeking integrated gamification without additional vendor complexity.
- Large organizations requiring gamification features that scale across multiple sites, regions, and thousands of agents within existing infrastructure.
- Contact centers prioritizing workforce management integration with gamification tied to scheduling, adherence, and operational performance metrics.
- Platform Integration: Gamification features work best within the complete Genesys Cloud ecosystem and require full platform implementation.
- Configuration Requirements: Setting up gamification capabilities may require significant configuration to align with specific organizational goals.
- Feature Depth: Some advanced gamification features like AI-driven recognition may not be as robust as newer platforms focused on intelligent automation.
Genesys provides reliable call center gamification features for organizations committed to its cloud contact center platform. The integrated approach offers convenience and enterprise scalability for large operations. For contact centers already using Genesys infrastructure, the built-in gamification capabilities provide solid value without vendor proliferation.
Ambition call center gamification software excels at driving a competitive, sales-focused environment, leveraging gamification to boost key sales metrics. Ambition's robust dashboards, contests, achievement notifications, and real-time recognition features are designed to ignite a high-energy, results-driven culture within your sales teams.
Ambition's Real-Time Leaderboards and Incentive Tracker excel at creating transparent competition around sales and revenue metrics with direct commission tracking. Ambition's Performance-Based Rewards Integration connects achievements to tangible compensation and incentive programs. The platform's Custom Contest and Challenge Creation focuses on goal attainment and quota-driven competitions that align with sales-oriented contact center environments.
- Call centers with a strong emphasis on sales performance and a desire to boost individual agent productivity.
- Organizations with existing sales-focused CRM systems seeking to enhance motivation and engagement.
- Teams that thrive in a competitive environment driven by real-time metrics and recognition.
- Sales-Centric Focus: Ambition primarily targets sales teams and may lack contact center-specific features like quality integration or customer service metrics.
- Limited AI Capabilities: No automated recognition or coaching integration features that help identify development opportunities beyond basic performance tracking.
- Integration Requirements: Best results require connecting to CRM and sales systems, which may not align with all contact center operational workflows.
Ambition is a powerful gamification tool for sales-driven call centers. Organizations looking to improve performance across a wider range of customer experience metrics, or those prioritizing holistic agent development with long-term skill-building, may want to explore platforms that offer a broader suite of features alongside their core sales-focused gamification tools.
Five9 call center gamification software includes gamification capabilities within its cloud contact center platform, offering performance tracking and team competition features integrated with workforce management and analytics tools. Five9's gamification functions focus on operational metrics and agent engagement through leaderboards, contests, and peer comparisons. Five9's approach emphasizes simplicity and integration within existing contact center workflows rather than advanced gamification mechanics.
Five9's Real-Time Leaderboards integrate directly with contact center operations to display live performance metrics across multiple channels and interaction types. Five9's Team-Based Competition leverages existing organizational structures within the platform for seamless group contests and departmental challenges. The platform's Custom Contest and Challenge Creation connects to Five9's comprehensive reporting and analytics infrastructure for streamlined performance tracking.
- Contact centers already using Five9 platform seeking basic gamification capabilities without additional vendor management or integration complexity.
- Organizations requiring straightforward leaderboards and team competitions tied to standard contact center metrics like handle time, resolution rates, and customer satisfaction.
- Mid-market contact centers prioritizing operational simplicity with gamification features that work within existing Five9 infrastructure and reporting workflows.
- Basic Feature Set: Five9's gamification capabilities focus on fundamental leaderboards and contests without advanced AI-driven recognition or sophisticated rewards integration.
- Platform Integration Requirement: Gamification features require Five9 platform implementation and work best within the complete contact center ecosystem.
- Limited Automation: Lacks automated coaching integration and intelligent recognition features that help identify development opportunities beyond basic performance tracking.
Five9 provides functional gamification features for organizations already committed to its contact center platform. The integrated approach offers convenience for basic competition and recognition needs. For contact centers seeking fundamental gamification capabilities without vendor proliferation, Five9's built-in features provide adequate value within existing infrastructure.
Takeaways
The call center gamification software we've explored have the power to drive substantial improvements in agent engagement, and performance across key call center metrics.
When sourcing your solution, don't hesitate to seek out demos and expert guidance to ensure you choose the right call center gamification software.
Need Help Finding the Perfect Fit?
Choosing the right gamification software is an important decision. Contact us for further assistance in narrowing down your options and identifying the software that will drive the most significant impact for your call center.
Frequently Asked Questions About Call Center Gamification Software
What features should I look for in call center gamification software?
Top features include agent scorecards, real-time dashboards, badges, challenges, and coaching integrations that tie performance to recognition.
→ Top gamification software features
Which call center gamification tools also include coaching features?
Platforms like AmplifAI, Cresta, and Centrical combine gamification with coaching workflows. AmplifAI is the most complete, offering AI-driven insights, automated recognition, and real-time feedback triggers.
→ Review the #1 ranked coaching-enabled gamification software
Where can I find a breakdown of the top call center gamification software tools?
Compare leading platforms on coaching capabilities, employee engagement, and performance impact.
→ compare the 7 best call center gamification software platforms
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