AmplifAI vs Centrical: Feature Comparison & Ratings
We compared AmplifAI and Centrical feature sets across 10 essential contact center categories. Each evaluation examines what capabilities each platform offers within key functionality areas that matter most to contact center and CX operations.
**This evaluation is based on publicly available information and product documentation on AmplifAI and Centrical as of Aug 22, 2025. If you notice any inaccuracies or updates to platform capabilities, please let us know so we can keep our evaluations current and accurate.
Where AmplifAI Excels
AmplifAI's unified call center performance management platform delivers comprehensive AI capabilities across data integration, AI-enabled coaching, auto QA, quality management, and multi-vendor performance management. These core call center software strengths position AmplifAI as an end-to-end solution for enterprise contact center operations.
Where Centrical Excels
Centrical's contact center platform delivers comprehensive capabilities across their core operational areas, making them a competitive option for contact centers.
Complete Feature Comparison: AmplifAI vs Centrical
Comprehensive evaluation of AmplifAI and Centrical across 10 contact center software categories using standardized assessment criteria.
| Unified Data Integration |
AmplifAI |
Centrical |
| Agnostic Data Integration |
✅ |
❌ |
| Organization and Roster Management |
✅ |
⚠️ |
| Metric and Behaviors Management |
✅ |
⚠️ |
| Flexible Scorecard Management |
✅ |
⚠️ |
| AI-Ready Implementation |
✅ |
❌ |
| Glidepath and Tenure-Based Goal Management |
✅ |
❌ |
| 150+ Integrations and Connectors |
✅ |
❌ |
| Real-Time Data Synchronization |
✅ |
❌ |
| Custom Data Source Integration |
✅ |
❌ |
| Homegrown Application Data Integration |
✅ |
❌ |
| Flat File and CSV Data Processing |
✅ |
⚠️ |
| Post-Implementation Dedicated Customer Success |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A+ |
D+ |
| Auto QA |
AmplifAI |
Centrical |
| Auto QA for Scaled Efficiency |
✅ |
❌ |
| Auto-Fail Triggers for Coaching |
✅ |
❌ |
| Auto QA Coaching Workflow |
✅ |
❌ |
| Calibrate AutoQA AI vs Manual QAs |
✅ |
❌ |
| Compliance Monitoring |
✅ |
⚠️ |
| Comprehensive Interaction Grading |
✅ |
❌ |
| CX Trend Detection and Alerts |
✅ |
❌ |
| Conversational Intelligence |
✅ |
❌ |
| Customer Insights and Analytics |
✅ |
❌ |
| Unified Intelligence Layer |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A+ |
F |
| Quality Management |
AmplifAI |
Centrical |
| Flexible Forms and Evaluation Management |
✅ |
✅ |
| Agent Evaluation Access and History |
✅ |
✅ |
| Calibration Workflows |
✅ |
✅ |
| Quality-Driven Coaching |
✅ |
⚠️ |
| QA-Driven Recognition |
✅ |
❌ |
| Customizable QA Reporting |
✅ |
✅ |
| Multiple, Custom Evaluation Forms |
✅ |
⚠️ |
| Customer Journey Insights |
✅ |
❌ |
| 360-Degree Performance Insights |
✅ |
❌ |
| Agent Behavior Analysis |
✅ |
⚠️ |
|
Show All Features
|
| Category Grade |
A |
B- |
| Speech Analytics & AI-Driven Insights |
AmplifAI |
Centrical |
| Workflow Automation |
✅ |
❌ |
| Root Cause Analysis |
✅ |
❌ |
| AI-Enabled Sentiment Analysis |
✅ |
❌ |
| Ask Your Transcripts -- Unscripted Q&A |
✅ |
❌ |
| Single Pane for Managing People, Chatbots, and AI Agents |
✅ |
❌ |
| Customer Survey Commentary Analysis (Detractor Analytics and Reasons) |
✅ |
❌ |
| Pre-Built Topic Categorization & Intent/Activity Models |
✅ |
❌ |
| Experience Sequence Analysis |
✅ |
❌ |
| Easy Visualization for Any Role |
✅ |
❌ |
| Customer Intent and Call Reason Analysis |
✅ |
❌ |
| Predictive NPS (Net Promoter Score) |
✅ |
❌ |
| Total Access & Extract/Connect Capabilities |
✅ |
❌ |
| AI-Enabled AutoDiscovery |
✅ |
❌ |
| CX Analytics Outcome Metrics |
✅ |
❌ |
| Explore Guided Discovery |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A |
F |
| AI-Enabled Coaching |
AmplifAI |
Centrical |
| Next Best Coaching Actions |
✅ |
❌ |
| Automated Follow-up and Recognition Workflows |
✅ |
✅ |
| Coaching Effectiveness Scores |
✅ |
❌ |
| Coach the Coach Actions |
✅ |
❌ |
| AI Coaching Notes and Summaries |
✅ |
✅ |
| Coaching History and Tracking |
✅ |
✅ |
| Custom Coaching Forms |
✅ |
✅ |
| Behavior-Based Coaching |
✅ |
⚠️ |
| Smart Coaching Goals |
✅ |
⚠️ |
| Multi-Metric Coaching |
✅ |
⚠️ |
| AutoQA Coaching Workflow |
✅ |
❌ |
| Data Agnostic Coaching Workflow |
✅ |
❌ |
| Coaching Impact Analytics |
✅ |
⚠️ |
| Performance Lift Tracking |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A+ |
B- |
| Recognition & Gamification |
AmplifAI |
Centrical |
| Gen AI Recognition |
✅ |
❌ |
| Automated Coaching Recognition Workflow |
✅ |
⚠️ |
| Data-Driven Games (Powered by Any Data Source) |
✅ |
⚠️ |
| Real-Time Leaderboards |
✅ |
✅ |
| Incentive Tracker and Calculator |
✅ |
❌ |
| Avatars and Badges |
✅ |
✅ |
| Peer-Performance Comparisons |
✅ |
✅ |
| In-Game Social Recognition |
✅ |
✅ |
| QA-Driven Recognition |
✅ |
❌ |
| Performance-Based Rewards Integration |
✅ |
✅ |
| Custom Contest and Challenge Creation |
✅ |
✅ |
| Multi-Metric Gamification |
✅ |
⚠️ |
| Team-Based Competition |
✅ |
✅ |
| Recognition Analytics and ROI Tracking |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A |
A- |
| Customer Intelligence & CX Insights |
AmplifAI |
Centrical |
| Single Pane for Managing People, Chatbots, and AI Agents |
✅ |
❌ |
| Customer Intent and Call Reason Analysis |
✅ |
❌ |
| Predictive NPS (Net Promoter Score) |
✅ |
❌ |
| Survey Commentary Analysis (Detractor Analytics and Reasons) |
✅ |
❌ |
| Ask Your Transcripts - Unscripted Q&A for Ad-Hoc Queries |
✅ |
❌ |
| Sentiment and Root Cause Analysis |
✅ |
❌ |
| Customer Journey Analytics |
✅ |
❌ |
| Voice of Customer (VoC) Analytics |
✅ |
❌ |
| Customer Behavior Prediction |
✅ |
❌ |
| Experience Sequence Analysis |
✅ |
❌ |
| Customer Satisfaction Trend Analysis |
✅ |
❌ |
| Cross-Channel Customer Insights |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A |
F |
| BPO Vendor Management |
AmplifAI |
Centrical |
| Multi-Vendor Performance Oversight |
✅ |
❌ |
| Unified BPO Performance Dashboards |
✅ |
❌ |
| Cross-Vendor Quality Calibration |
✅ |
❌ |
| BPO Coaching and Development Programs |
✅ |
❌ |
| Vendor Performance Benchmarking |
✅ |
❌ |
| Contract Performance Tracking |
✅ |
❌ |
| Multi-Site Performance Comparison |
✅ |
❌ |
| BPO-Specific Recognition Programs |
✅ |
❌ |
| Vendor Scorecard Management |
✅ |
❌ |
| Cross-Vendor Data Integration |
✅ |
❌ |
| BPO Compliance Monitoring |
✅ |
❌ |
| Vendor Performance Alerts and Escalations |
✅ |
❌ |
| Multi-Vendor Training and Certification Tracking |
✅ |
❌ |
| BPO ROI and Cost-Per-Contact Analysis |
✅ |
❌ |
|
Show All Features
|
| Category Grade |
A |
F |
| Real-Time Agent Assistance |
AmplifAI |
Centrical |
| Live Compliance Monitoring |
❌ |
❌ |
| In-Call Script Adherence |
❌ |
❌ |
| Real-Time Escalation Triggers |
❌ |
❌ |
| Live Regulatory Alerts |
❌ |
❌ |
| Real-Time Customer Sentiment Alerts |
❌ |
❌ |
|
Show All Features
|
| Category Grade |
Integration Partner |
Integration Partner |
