Call center coaching software develops agent performance through feedback, skill-building, and behavior change, but how coaching gets delivered varies dramatically by vendor type. Some call center coaching software operates as AI-led coaching (automated prompts delivered directly to agents during live calls, bypassing leaders entirely), while others operate as AI-enabled coaching (empowering team leaders with insights, next-best actions, and effectiveness tracking while keeping humans central to the coaching process).
2026 Call Center Coaching Software Market Outlook
AI-assisted coaching features are table stakes for call center coaching software vendors in 2026 with almost every vendor offering AI-powered insights and agent feedback. The differentiator is in 'who' the AI actually helps.
The best call center coaching software in 2026 focuses on making coaches better at coaching, tracking coaching effectiveness across leaders and agents over time, and connecting coaching actions to measurable performance outcomes across every level of your organization.
Choosing the Right Call Center Coaching Software
The best call center coaching software of 2026 varies depending on the specific problems you are solving for.
Before selecting a vendor, it's important to understand and evaluate:
- The Types of Call Center Coaching Software: Understanding the differences between AI-enabled coaching and AI-led coaching approaches.
- The AI-Enabled vs AI-Led Distinction: Why who the AI helps matters more than whether AI is present.
- Essential Call Center Coaching Software Features: Identifying vendors that track coaching effectiveness vs. those automating agent prompts.
- Standard Evaluation Criteria: How vendors stack up on the metrics that matter most to CX leaders and contact center operations.
Top Pick for 2026: AmplifAI tops our list of call center coaching software in 2026 as the only generative AI-enabled coaching software that empowers team leaders with insights, next-best actions, and effectiveness tracking while keeping humans central to the coaching process. Named a leading Automated QA and Performance Management vendor in the 2026 CMP Research Prism Report, AmplifAI connects coaching actions to measurable performance outcomes.
Topics we're covering:
- Compare the 10 Best Call Center Coaching Software
- Types of Call Center Coaching Software
- AI-enabled vs AI-led Call Center Coaching Software
- Call Center Coaching Software Features
- Call Center Coaching Software Evaluation Criteria
- Best Call Center Coaching Software of 2026 Full Reviews
Compare the 10 Best Call Center Coaching Software Platforms
Compare the 10 best call center coaching software platforms of 2026, based on depth of call center coaching software features, evaluation criteria, call center coaching software type, and real-world adoption across contact centers and BPO teams.
Links in the table will take you to the full review for each brand.
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AmplifAI was recognized as a leading Automated QA and Performance Management software provider in the latest 2026 CMP Research Prism Report, an independent evaluation of 17 platforms based on innovation, implementation, and customer impact.
Several vendors featured in this call center coaching software comparison guide also appeared in the CMP report, which evaluated platform strengths across 10 key investment criteria, including:
- Integration with coaching and performance workflows
- Support for QA automation and compliance
- Measurable improvement across service and engagement metrics
The CMP Research Prism Report includes insights directly aligned with coaching-led QA, agent development, and scalable performance enablement.
What is Call Center Coaching Software?
Call center coaching software enables, tracks, and measures agent development by connecting performance data to coaching actions, but how coaching gets delivered varies dramatically by vendor type.
Call center coaching software falls into five distinct categories:
- AI-Enabled Coaching Platforms: Delivers AI-driven coaching insights, next-best actions, and coaching effectiveness tracking to team leaders who coach agents.
- Unified Performance Management Platforms: Integrates coaching workflows with gamification, recognition, QA scoring, KPI tracking, and multi-channel performance monitoring.
- AI-Only Coaching (Automated Prompts): Delivers direct-to-agent coaching through real-time prompts during live customer interactions, bypassing leaders also known as Real-Time Agent Assist.
- CCaaS/Enterprise Platforms with Coaching Add-Ons: Offers coaching capabilities as secondary features within broader contact center infrastructure.
- Quality Management Tools with Coaching Workflows: Links QA evaluations to coaching processes through scorecards and feedback forms.
The core distinction across these types is whether coaching flows through team leaders (AI-enabled) or directly to agents (AI-led).
Types of Call Center Coaching Software
The challenge facing call center coaching software buyers is that vendors across all five types market themselves as "coaching software", "AI coaching software", and "agent coaching software", making it difficult to compare solutions that serve fundamentally different purposes. A real-time agent prompting tool and an AI-enabled leader coaching platform both claim the coaching label, but they solve different problems for different roles.
The table below categorizes each type by what it does and which vendors operate in that space.
AI-Enabled vs AI-Led Call Center Coaching Software
When you're evaluating call center coaching software, understanding the difference between AI-enabled and AI-led approaches shapes which platform fits your needs, and who does the coaching.
1. AI-Enabled Call Center Coaching Software
AI-Enabled call center coaching software empowers team leaders with data-driven insights, coaching recommendations, and effectiveness tracking. The AI analyzes performance patterns, identifies coaching opportunities, and provides next-best actions to help managers conduct more targeted coaching sessions. Human coaches remain central to the process, using AI to enhance their coaching capabilities rather than replace them.
2. AI-Led Call Center Coaching Software
AI-Led call center coaching software uses AI to coach agents through real time prompts, replacing human-led coaching by providing direct coaching to agents.
The table below compares how each AI-type functions as a coaching software in your contact center.
Call Center Coaching Software Features
Call center coaching software features differ based on whether the platform is AI-enabled, AI-led, or both.
The table below breaks down core features in both approaches and which vendors offer each.
Call Center Coaching Software Evaluation Criteria
When you're evaluating call center coaching software, the criteria below cover how coaching actions are surfaced, how results are tracked and measured, and whether the platform develops agents over time or automates in-the-moment intervention.
Best Call Center Coaching Software 2026
All of the 10 Best Call Center Coaching Software 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 coaching software features and specific call center coaching software types balanced with the evaluation criteria are closer to the top.
We've included a call center coaching software feature breakdown in each review as a guide.
AmplifAI call center coaching software delivers a comprehensive, AI-enabled approach to coaching agents that unifies coaching, quality assurance, performance management, gamification, and recognition into a single platform. AmplifAI is purpose-built to empower team leaders directly with next-best actions, coaching effectiveness scoring, and automated QA insights that drive strategic agent development and measurable performance improvement across the entire organization.
Watch an example coaching session using AmplifAI's AI-enabled coaching workflow:
Standout Features & Unique Capabilities of AmplifAI
AmplifAI's ability to unify all contact center data and transform it into actionable coaching insights, including AI-powered next-best actions and High Performer Personas, sets AmplifAI apart as the only call center coaching software that provides a true single source of truth for agent and coach performance across QA, gamification, recognition, and workforce management.
Best Fit: Who Should Use AmplifAI
- Contact center's seeking an all-in-one call center coaching software that integrates seamlessly with their existing tools.
- Organizations looking to leverage AI to drive personalized coaching, targeted development, and data-driven decision-making.
- Companies committed to fostering a positive, engaging, and high-performing work environment for their agents.
Considerations: What to Keep in Mind Before Choosing AmplifAI
- AmplifAI is best suited for brands and BPOs with 20 or more agents.
- As a strategic partner and centerpiece of your contact centers performance improvement strategy, AmplifAI delivers the greatest return on investment for organizations that value data-driven coaching and AI automation.
AmplifAI Overall as a Call Center Coaching Software
AmplifAI's cutting-edge AI-enabled call center coaching software has earned it recognition as a Gartner Cool Vendor 2024 and been named as a leading Automated QA/QM and Performance Management vendor in the 2025 CMP Prism Report.
With an impressive 4.8-star rating, over 200,000+ users, and extensive adoption by 150+ brands and BPOs, AmplifAI is the top choice for AI-powered call center coaching software in 2026.
Genesys is a powerful and flexible call center coaching software known for its extensive suite of features, robust AI capabilities, and its ability to seamlessly integrate customer and employee experience management, making it a versatile tool for enterprise call centers.
Standout Features & Unique Capabilities of Genesys
Genesys' standout feature is its comprehensive integration of customer and employee experience management. Genesys's ability to unify various interaction channels and provide real-time insights makes it a powerful tool for enhancing both customer satisfaction and agent performance.
Best Fit: Who Should Use Genesys
- Contact centers who are already using Genesys cloud to manage their contact center.
- Enterprise organizations with people and processes to get the most out of the extensive on-boarding process.
Considerations: What to Keep in Mind Before Choosing Genesys
- Genesys is primarily a CCaaS platform, utilizing apps within its cloud ecosystem. This means users are somewhat restricted to the Genesys environment, a walled garden where coaching is not the primary focus.
- The extensive feature set might come with a higher price point, which could be a consideration for small to medium sized BPO's and businesses.
Genesys Overall as a Call Center Coaching Software
Genesys offers a range of features that can support call center coaching efforts, such as real-time agent assistance, coaching appointment scheduling, and behavior and compliance monitoring.
As a primarily CCaaS platform, Genesys' coaching capabilities are offered through integrations partners like AmplifAI within its ecosystem, which means that coaching is not the primary focus.
CallMiner call center coaching software is a leading conversation analytics platform that transforms customer interactions into actionable coaching insights through advanced AI and machine learning. Known for its Eureka Coach module, and comprehensive speech analytics capabilities.
Standout Features & Unique Capabilities of CallMiner
CallMiner's standout feature is its comprehensive conversation analytics engine that analyzes 100% of customer interactions to automatically surface coaching opportunities. CallMiner's AI can identify subtle patterns in agent behavior, customer sentiment shifts, and compliance risks.
Best Fit: Who Should Use CallMiner
- Enterprise contact centers handling high interaction volumes who need conversation analytics to surface coaching insights from customer interactions.
- Organizations with existing conversation analytics initiatives looking to extend their investment into basic coaching applications.
- Contact centers focused on compliance and risk management where 100% interaction monitoring is critical for identifying coaching triggers.
Considerations: What to Keep in Mind Before Choosing CallMiner
- CallMiner is primarily a conversation analytics platform with coaching applications, which may not align with organizations seeking a purpose-built, all-in-one coaching software solution.
- CallMiner's strength lies in identifying coaching opportunities through analytics rather than providing comprehensive coaching workflow management and effectiveness measurement.
- While excellent at surfacing insights, CallMiner lacks advanced coaching features like next best actions, coaching effectiveness scoring, and coach-the-coach development.
CallMiner Overall as a Call Center Coaching Software
CallMiner's conversation analytics capabilities provide exceptional value for identifying coaching opportunities from customer interaction data. CallMiner's ability to analyze 100% of interactions and surface behavioral patterns makes it a powerful tool for data-driven coaching strategies.
Verint call center coaching software is a comprehensive workforce engagement platform that leverages AI-powered bots to automate coaching workflows and enhance agent performance. Verint is known for its Coaching Bot, Quality Bot, and advanced speech analytics capabilities.
Standout Features & Unique Capabilities of Verint
Verint's standout feature is its comprehensive suite of AI-powered bots, particularly the Coaching Bot, which provides real-time behavioral guidance and contextual knowledge to agents during customer interactions.
Best Fit: Who Should Use Verint
- Enterprise contact centers with existing workforce optimization initiatives looking to enhance coaching through AI automation.
- Organizations requiring comprehensive compliance monitoring and automated quality management with integrated coaching workflows.
- Large-scale operations seeking to automate coaching processes while maintaining human oversight and strategic coaching direction.
Considerations: What to Keep in Mind Before Choosing Verint
- Verint is primarily a workforce engagement and optimization platform with coaching automation features, which may not align with organizations seeking a purpose-built, human-centric coaching software solution.
- Verint's emphasis on automation and bot-driven coaching may limit the flexibility and personalization that some coaching strategies require.
- Implementation complexity and cost is significant, particularly for smaller contact centers that may not fully utilize the extensive workforce optimization capabilities.
Verint Overall as a Call Center Coaching Software
Verint's AI-powered coaching automation capabilities provide value for enterprise contact centers seeking to scale coaching interventions through intelligent bots and automated workflows. Verint's comprehensive workforce optimization tools makes it a powerful solution for large-scale operations focused on efficiency and compliance.
Dialpad call center coaching software leverages AI-powered capabilities through its unified communications platform, offering real-time agent guidance, automated QA scoring, and performance visibility through AI Coaching Hub, making it an accessible option for growing contact centers seeking cloud-native coaching tools.
Standout Features & Unique Capabilities of Dialpad
- Real-time AI transcripts, sentiment & live coaching: Gives agents instant guidance and supervisors visibility mid-call, improving service quality and response consistency.
- AI-driven Quality Assurance, CSAT & analytics: Automates quality scoring and satisfaction insights, helping teams spot coaching needs and boost customer experience.
- Omnichannel routing + conversational AI / self-service: Unifies calls, chat, and messages with smart routing and self-service bots, reducing wait times and agent workload.
Best Fit: Who Should Use Dialpad
- Best suited for organizations seeking cloud-native, AI-powered contact center capabilities without heavy infrastructure.
- Contact center's looking embrace AI-powered coaching through Dialpad's unified CCaaS platform.
Considerations: What to Keep in Mind Before Choosing Dialpad
- For smaller or less tech-savvy companies, Dialpad’s AI features might seem advanced at first, but Dialpad makes operations much smoother and more efficient as your business expands.
- Best suited for organizations seeking cloud-native, AI-powered contact center capabilities without heavy infrastructure, allowing them to embrace AI immediately or adopt it gradually as they grow.
Dialpad Overall as a Call Center Coaching Software
Dialpad provides coaching-adjacent features through AI Live Coach Cards for real-time agent assistance, AI Coaching Hub for performance visibility, and automated scorecards for QA insights. As a CCaaS platform with coaching features, Dialpad excels at real-time interventions and automated insights
Observe.AI call center coaching software is recognized for its robust AI-powered capabilities leveraging advanced AI for real-time guidance and post-interaction analytics, Observe.ai empowers agents and managers with actionable insights to improve customer interactions and compliance.
Standout Features & Unique Capabilities of Observe.AI
Observe.AI's standout feature is its real-time AI guidance combined with post-interaction analytics.
Best Fit: Who Should Use Observe.AI
- Contact centers looking to leverage AI for real-time agent support and post-interaction coaching.
- Organizations that prioritize compliance and risk management.
Considerations: What to Keep in Mind Before Choosing Observe.AI
- Observe.AI's methodology is primarily AI-led, with a strong emphasis on real-time assistance and automated processes, which may not align with the coaching philosophy of all organizations.
- At present, Observe AI does not include comprehensive tools to facilitate coaching by team leaders or evaluate the impact of their coaching efforts.
- Observe.AI's AI-led approach may not be ideal for businesses that prioritize a more human-centric coaching strategy.
Observe.AI Overall as a Call Center Coaching Software
Observe.AI's real-time guidance, post-interaction analytics, and automated compliance monitoring support deeply call center coaching efforts.
Cresta is renowned for its AI-powered approach that provides real-time guidance, coaching, and automation.
Standout Features & Unique Capabilities of Cresta
Cresta's real-time AI guidance and generative AI coaching set it apart. Cresta's ability to provide personalized and timely support to agents during live interactions ensures that every customer conversation is optimized for success.
Best Fit: Who Should Use Cresta
- Contact centers seeking to leverage AI to enhance agent performance and improve customer experiences in real time.
- Organizations that want to automate quality assurance tasks and gain deeper insights into customer conversations.
- Businesses that prioritize compliance and risk management in their contact center operations.
Considerations: What to Keep in Mind Before Choosing Cresta
- Cresta's approach relies heavily on AI-driven real-time assistance and automation, which may not be suitable for all organizations.
- Cresta currently lacks features to support and assess the effectiveness of coaching performed by team leaders.
- Cresta's AI-centric design might not be the best fit for companies seeking a more employee-focused approach to coaching.
- Cresta's data integration capabilities may have limitations, which could result in coaches working with an incomplete picture of agent performance, potentially overlooking critical areas for improvement.
Cresta Overall as a Call Center Coaching Software
Cresta's AI-powered features, such as real-time guidance and generative AI coaching, show promise in supporting call center coaching. Cresta's ability to integrate with other call center tools and provide real-time assistance and automated quality assurance aids coaching efforts.
LevelAI call center coaching software is recognized for its advanced AI capabilities and comprehensive approach to agent performance management. By leveraging natural language understanding (NLU) and real-time analytics, Level AI provides actionable insights that enhance both agent performance and customer satisfaction.
Standout Features & Unique Capabilities of LevelAI
LevelAI's standout feature is its real-time agent assist powered by deep conversational intelligence.
Best Fit: Who Should Use LevelAI
- Call centers looking to leverage advanced AI for quality assurance and real-time agent support.
- Organizations aiming to enhance customer interactions through detailed conversation analysis.
- Businesses seeking to streamline coaching processes with automated recommendations.
Considerations: What to Keep in Mind Before Choosing LevelAI
- Level AI's strong focus on AI-driven automation and analytics may not align with organizations seeking an AI-enabled, human-centric coaching approach.
- LevelAI's emphasis on AI-led real-time agent assist limits its ability to empower coaches and team leaders.
LevelAI Overall as a Call Center Coaching Software
LevelAI supports call center coaching by monitoring conversations, tagging key moments, and offering automated recommendations to agents with team leader visibility.
Balto AI call center coaching software is a specialized real-time agent assistance platform that leverages AI to provide dynamic prompts and guidance during live customer interactions. Balto excels at delivering in-the-moment coaching through AI-powered prompts that help agents navigate complex conversations and improve performance during active calls.
Standout Features & Unique Capabilities of Balto AI
Balto AI's standout feature is its real-time agent guidance system that provides dynamic prompts and suggestions during live customer interactions.
Best Fit: Who Should Use Balto AI
- Contact centers prioritizing real-time agent assistance and in-the-moment coaching during live customer interactions.
- Sales-focused teams and outbound operations seeking to improve conversion rates through real-time guidance and script adherence.
- Organizations emphasizing compliance monitoring where immediate prompts and alerts are critical for regulatory adherence.
Considerations: What to Keep in Mind Before Choosing Balto AI
- Balto is primarily a real-time agent assist platform with coaching elements, which may not align with organizations seeking comprehensive coaching development and long-term agent growth strategies.
- Balto AI's focus on real-time prompts and guidance limits its ability to provide structured coaching workflows, effectiveness measurement, and strategic coaching planning.
- While excellent for immediate performance support, Balto AI lacks advanced coaching features like coaching effectiveness scoring, next best actions, and coach development capabilities.
Balto AI Overall as a Call Center Coaching Software
Balto AI's real-time agent assistance capabilities provide valuable support for immediate performance improvement and compliance monitoring during customer interactions.
MaestroQA call center coaching software boasts robust quality assurance capabilities and its integration of coaching elements. MaestroQA provides a comprehensive suite of tools designed to streamline QA processes through integration into coaching workflows.
Standout Features & Unique Capabilities of MaestroQA
MaestroQA's standout feature is its seamless integration of QA and coaching workflows. By linking QA evaluations directly to coaching sessions, MaestroQA ensures that feedback is actionable.
Best Fit: Who Should Use MaestroQA
- Call centers seeking to integrate quality assurance with coaching to enhance agent performance.
- Organizations aiming to streamline QA processes and automate manual tasks.
- Businesses looking to leverage detailed analytics and root cause analysis to drive continuous improvement.
Considerations: What to Keep in Mind Before Choosing MaestroQA
- MaestroQA is primarily a quality assurance platform with coaching elements focused on quality data. This may not offer as comprehensive a coaching experience as all in one platforms dedicated to empowering team leaders and managers in coaching.
- Call center coaches and team leaders will still have to manually review data to make informed decisions on next best coaching actions.
MaestroQA Overall as a Call Center Coaching Software
MaestroQA's integration of quality assurance and coaching workflows can support call center coaching efforts by linking QA evaluations to coaching sessions.
Go Deeper on Contact Center Software Capabilities
This guide covers the best call center coaching software. The guides below go deeper on related contact center software capabilities, comparing vendors and features within each category.
Call Center Coaching Software FAQs
What features should I look for in Call Center Coaching Software?
Look for platforms that include:
- AI-driven coaching actions
- Coaching effectiveness tracking
- Integration with QA, CRM, and WFM
- Role-specific dashboards
- Gamification + recognition
👉 See the full call center coaching software feature breakdown
How do I evaluate Call Center Coaching Software?
Use criteria like:
- Integrated QA + coaching workflows
- AI-powered coaching suggestions
- Role-based dashboards
- Goal-setting + recognition features
👉 Review the full call center coaching software evaluation criteria
How is AmplifAI different from other call center coaching software tools?
AmplifAI unifies all of your data to power an AI ready layer for end to end performance management including, coaching, QA, performance, and gamification into a single platform. AmplifAI is the only call center coaching software platform to offers real-time next-best actions, coaching effectiveness scores, and AI-powered high-performer modeling, making coaching data-driven and scalable.
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