Customer story
Unified by Data, Driven by Coaching: How a Financial Services Leader Aligned CX Agents, Leaders, and BPOs
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Financial services leader Contact Center AI for Financial Services
Confident CX Teams, Backed by Compliance
You've invested heavily in compliance, service quality, and customer satisfaction. AmplifAI sustains those standards at scale while unlocking new levels of efficiency, visibility, and performance across every channel.
AmplifAI is Trusted by Leading Financial Services Brands
AmplifAI Financial Services Use Cases
Top Use Cases for AmplifAI in Financial Services
Automated Compliance Monitoring with Auto QA
AmplifAI's Auto QA evaluates 100% of interactions across calls, chats, and emails against your compliance criteria, covering disclosures, verification procedures, and collections requirements. AmplifAI flags violations in real time and creates audit-ready documentation, giving your compliance team full coverage and faster detection without adding headcount.
Evaluate 100% of interactions including calls, chats, and more for disclosure accuracy and protocol adherence
Reduce the risk of missed violations in high-stakes areas like collections and servicing
Build audit-ready QA workflows without overburdening your team
Proactive Fraud Detection Support
AmplifAI gives your fraud team a second line of defense across every customer touchpoint. AmplifAI monitors 100% of interactions for verification gaps, social engineering patterns, and process deviations that manual sampling misses, surfacing vulnerabilities before they become losses.
Surface risky patterns like repeat ID phishing attempts across multiple agents or calls
Ensure verification steps are consistently followed and documented
Automatically action support investigations and continuous improvement
Performance Visibility and Coaching Accountability
AmplifAI gives leaders consistent visibility into agent performance across every team, channel, and location. AmplifAI surfaces the next best coaching action prioritized by impact, tracks whether coaching sessions drive measurable improvement through the Coaching Effectiveness Index, and maintains your CX standards at scale with clarity and accountability.
Give managers real-time visibility into agent behaviors, coaching outcomes, and customer sentiment
Track coaching activity, effectiveness, and follow-through
Identify what drives high CSAT, and help every agent achieve it faster
AmplifAI CX and Performance Management Capabilities
Unified Intelligence Across CX and Performance Management
AmplifAI unifies contact center and customer data into one AI-ready intelligence layer, powering quality management, coaching, performance management, customer analytics, recognition, and AI agent oversight through connected insights, actions, and measured outcomes.
Unified Performance & Coaching
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.
| Capability | What it does |
|---|---|
| Unified Performance Data | Brings together structured and unstructured data from QA, WFM, CRM, CCaaS, surveys, and more into one system. |
| Next Best Action | AI recommends the right coaching, recognition, or follow-up for the right person at the right time based on performance gaps and business priorities. |
| AI-Enabled Coaching Triggers | Triggers coaching actions directly from performance data, connecting KPI movement and missed goals to the coaching queue. |
| Glidepath and Tenure-Based Goals | Adapts goals based on tenure, ramp stage, or program benchmarks so new hires and veterans are measured and managed with appropriate expectations. |
| AI-Enabled Recognition | Detects milestones and progress automatically, prompting leaders to deliver recognition with relevant performance context. |
| Peer Comparisons and Percentile Ranking | Shows how each agent, team, or vendor stacks up within their program or across the org to identify top performers, outliers, and coaching opportunities. |
| High Performer Personas | Learns from top performers and builds profiles of what "great" looks like to close gaps and replicate successful behaviors across the team. |
| Flexible Scorecards | Adjusts scorecard weights based on evolving business goals, using strategy priorities to guide actions and keep everyone aligned. |
| Task Management and Custom Tasks | Assigns, tracks, and completes performance-related tasks, both system-generated and manually created, keeping managers organized and accountable. |
| Intraday Performance | Tracks live performance throughout the day to spot trends in real time and intervene early with targeted support before issues escalate. |
| Historical Trends and Insights | Shows how performance changes over time by metric, person, team, or partner, using past trends to predict future needs and refine strategies. |
| Performance Snapshot | Build and schedule executive-ready performance report emails with configurable widgets — coaching trends, balanced scorecard, metric trends, and top and bottom performers — delivered to stakeholders on a daily, weekly, or monthly cadence. |
| Task Reassignment | Reassign or cancel another user's open tasks when coverage changes, so work never stalls when someone is out. |
| Operations Manager Tasks | Extend follow-up, recognition, and coaching tasks up to operations managers, keeping accountability consistent across every layer of leadership. |
| Custom Tiles | Add custom cards and widgets to your dashboards that link out to internal reporting or other tools and show role-specific information, such as incentive or program data, bringing the systems your teams use into one view. |
| Hot Topics | Push an ad-hoc topic across the org for leaders to coach or recognize on, so timely priorities reach the floor fast. |
| Metric Details | Open a metric on your dashboards to see the parts or queues behind it against goal, ranked by where coaching matters most, with the trend, the behaviors underneath, a leaderboard and Coach Now to start a session. |
| AI Assistant | Agents, team leaders, managers and analysts ask Max, AmplifAI's AI Assistant, performance questions in plain language from their dashboards, from KPI performance and trends to what is driving them, and get answers with the supporting data, calls and transcripts, without requesting a new report. Answers cover KPIs, interaction analytics, QA and performance data, scoped to the user's role, from an agent's scorecard to a manager's program. |
| Correlation Analytics | Shows which behaviors lift or pull down each outcome, such as NPS, conversion or first call resolution, so leaders coach to the behaviors that matter. |
| Notifications and Alerts | Role-based alerts in the dashboard bell, in Microsoft Teams and by email, so a miss such as a skipped disclosure reaches a leader right away. |
| Survey Coaching Tasks | A negative customer survey becomes a coaching task for the agent's leader, with the customer's comments attached. |
| Team Schedule | Shows each agent's shift, breaks and training time from your WFM system on the dashboard, with schedule adherence on the scorecard. |
| Capability | What it does |
|---|---|
| AI-Driven, Next Best Coaching Actions | Pinpoints the most valuable coaching opportunity for each agent using AI-powered performance insights. |
| Auto Follow-Up and Recognition Workflows | Triggers coaching reminders and delivers recognition automatically based on KPI movement and coaching activity. |
| Coaching Effectiveness Index | Scores each coach on how often their sessions are followed by improvement in the coached metric, checked a week after each session over a rolling 12 weeks, by metric and behavior, so leaders see whose coaching works and where. |
| AI Notes and Summaries | Generates AI-driven coaching plans and auto-summarized session notes from coaching conversations and evaluations, reducing documentation and prep time. |
| Custom Coaching Forms | Standardized forms aligned to key metrics, behaviors, and goals across teams. |
| Coach the Coach Actions | Surfaces opportunities to support team leaders with personalized guidance on improving their coaching quality. |
| Survey Coaching Effectiveness | AmplifAI applies the Coaching Effectiveness Index to survey scores such as NPS, measures whether coaching on behaviors associated with survey results improves agent performance and subsequent scores, and returns measured results to connected survey software. |
| Coaching Histories and Commitment Visibility | Displays a complete timeline of coaching actions, commitments, and follow-ups for each agent with active commitment tracking. |
| Behavior-Based Coaching | Targets behaviors tied to performance outcomes, not metrics alone, to drive skill development. |
| SMART Goals and Glide Paths | AmplifAI recommends realistic SMART goals for coaching commitments using agent tenure and time remaining before follow-up, plots progress as a glide path toward top-performer benchmarks, and lets supervisors adjust recommended goals. |
| Multi-Metric Coaching | Builds sessions around multiple KPIs to reflect the full scope of agent performance and drive balanced improvement. |
| Data Agnostic Coaching Workflow | Runs coaching workflows regardless of where structured and unstructured data lives, with no vendor lock-in. |
| Behavior and Coaching Best Practices from CX Experts | Incorporates proven frontline practices and guidance from top contact center leaders directly into coaching workflows. |
| Coaching Recording | Record coaching conversations at every level, then feed them to AI notes and conversation intelligence to build a library of what great coaching sounds like. |
| M1 Multi-Metric Coaching Form | Coach team leaders themselves on several performance drivers in one structured session, using the same multi-metric form your frontline coaching runs on. |
| Coaching Task Creation | Create a coaching task once and deploy it across the org so every leader coaches the same priority at the same time. |
| Custom Coach Tasks | Auto-generate coaching tasks from the conditions you set — thresholds, metrics, and outliers — so the right coaching is queued before anyone asks. |
| My Drafts | Save a coaching session in progress, pivot to something urgent, and come back to finish it later without losing your work. |
| Coaching Library | Browse a library of top-performing coaching sessions so leaders can learn from proven examples across the organization. |
| Micro Learnings | Serve bite-sized learning content in the flow of work, tied to the metrics and behaviors each person is being coached on. |
| Coaching History | AmplifAI maintains a coaching history containing agent coaching sessions, evaluations, recognition, follow-ups, AI-generated notes, and related recordings, retaining the record when the agent changes leaders. |
| Request Coaching | Agents flag coaching opportunities from any metric and request coaching, with AmplifAI routing the request directly to their team leader. |
| Coaching Prep | AmplifAI prepares coaching sessions with evidence explaining why the agent was selected, identifying the target behavior and gap to high performers, and recommending recognition for the team leader to open the session. |
| Coaching Sessions | Start a session from a task or any metric and capture the focus behavior, root cause, commitment and follow-up date, saved to both the agent's and the coach's record. |
| Capability | What it does |
|---|---|
| AI Coaching Simulation | Max, AmplifAI’s AI coaching simulation, leads scheduled or on-demand sessions that review agent KPIs and recent calls, replay moments where an agent missed a behavior, compare those moments with top-performer examples from a matching call type, and role-play an improved approach. Max sends supervisors a session summary and feeds the results into performance tracking. |
| Evidence Briefing | Max opens AI coaching simulation sessions with evidence explaining the focus, including the agent’s scored calls, QA results compared with top-performer results, and target behavior for practice. |
| Top-Performer Moments | Max plays a short clip from an agent’s recent call, then a corresponding moment from a top performer on a matching call type, and explains the behavioral difference. |
| Live Voice Practice | Max plays the customer while agents practice scenarios aloud, reacting to agent responses and staying in character when conversations go off script. Agents repeat the scenario as many times as needed. |
| AI Coaching Simulation Escalations | When AI coaching simulation practice doesn't provide intended improvements, the transcript reaches the team leader as a coaching task with what to coach next. |
| Max Level-One Coaching | Routine coaching goes straight to the agent as a simulation coaching session with Max, and a team leader steps in only when the practice shows they're needed. |
| Top-Performer Library | Max maintains a browsable library of top-performer call moments from your organization, explains why the moments represent high performance, and lets users filter examples by behavior, industry, and call type. |
| Capability | What it does |
|---|---|
| BPO Performance Management | Tracks and compares performance across internal teams and BPO partners in one system, maintaining brand standards regardless of who handles the work. |
| Multi-Vendor Performance Oversight | Monitors each outsourcer and internal site against the same metrics in one view, so underperformance surfaces by vendor, program, and team before it reaches the customer. |
| Cross-Vendor Quality Calibration | Calibrates quality scoring across vendors and sites so each partner grades interactions against the same rubric, keeping QA results comparable wherever the work happens. |
| Vendor Scorecard Management | Builds vendor scorecards from live performance data, replacing spreadsheet roll-ups with standings each partner can see and act on. |
| BPO ROI and Cost-Per-Contact Analysis | Connects vendor performance to cost, measuring ROI and cost per contact by partner so outsourcing decisions rest on outcome data, not invoices. |
| Capability | What it does |
|---|---|
| M1 Dashboard | A role-based dashboard for team leaders, surfacing the team performance and coaching signals they act on every day. |
| M2 Dashboard | A role-based dashboard for managers, rolling up team and program performance for the decisions they own. |
| Agent Dashboard | A role-based dashboard for frontline agents, giving each person a clear view of their own metrics, goals, and recognition. |
| Capability | What it does |
|---|---|
| Performance Dashboard | An operational performance dashboard that brings the metrics that matter into a single, real-time view. |
| Effectiveness Dashboard | See how coaching is moving performance, with a dashboard that connects coaching activity to measurable results. |
| Agent Summary | A summary view of each agent's performance, trends, and coaching history in one place. |
| Coaching Summary | A summary of coaching activity and its impact across a team or program. |
| M1 Summary | A summary report at the team-leader level, rolling up performance and coaching across each leader's span. |
| Adoption Metrics | Measures how each team uses AmplifAI, from logins and coachings per agent to acknowledgements and follow-through, so you can coach managers on adoption. |
Auto QA, Quality Management & Conversation Intelligence
Auto QA, quality management, and conversational intelligence in one feedback loop — score every interaction, calibrate, and surface the themes and behaviors behind them.
| Capability | What it does |
|---|---|
| Auto QA Scoring on Your Own Form | AmplifAI scores calls, chats, and emails against your QA forms, question by question, providing reasons and conversation moments supporting the answers across the interaction volume you choose, up to 100% coverage. |
| Auto-Fail Triggers for Coaching | Flags critical QA misses automatically and triggers coaching actions, connecting auto-fails to next best actions for timely agent support. |
| Auto QA Coaching Workflow | Converts QA results into real-time coaching opportunities automatically and at scale. |
| Interaction Transcription | Transcribes recorded voice calls and digital conversations into accurate, searchable text — the transcript layer that Auto QA scoring, conversation intelligence, and transcript search all read from. |
| Knowledge Base and CRM Checks | Auto QA checks process questions against the knowledge base article and CRM fields associated with the customer’s reason for contact, returning “not applicable” when neither source contains an answer. |
| Test Prompts | Before launch, Auto QA answers real interactions your evaluators already scored, side by side with their answers, question by question, until the two agree. |
| ATLAS: Deployment Tracking | Each scorecard in flight keeps one dated record from kick-off to launch, with milestones, notes and a log of changes, so a form stays traceable when your team changes. |
| BEACON: Model Usage | BEACON tracks the AI models used for Auto QA, tokens consumed, pricing, and cost by client, user, and evaluation run. |
| LENS: Evaluation Review | LENS directs reviewers to production evaluation samples built around suspect answers, records corrected ratings with reviewer notes, and sends the verdicts to PRISM for prompt adjustment before the next evaluation run. |
| PRISM: Prompt Cards | PRISM turns scorecard questions into prompt cards your QA team controls, defining the behavior, supporting cues, disqualifying conditions, and evidence behind the answer. |
| Evidence Behind Each Score | Auto QA pairs answers with supporting reasons and corresponding conversation moments, giving reviewers evidence to validate scores without replaying the full interaction. |
| SCOUT: Scorecard Intake | Import your QA scorecard or build one, see which questions Auto QA can score with your data, and approve the form before any model scores a call. |
| Capability | What it does |
|---|---|
| Customizable QA Reporting | Filters quality insights by person, evaluator, score, question, and more to surface the data that matters most. |
| Quality-Driven Coaching | Creates a feedback loop where quality data like auto-fails and low scores trigger targeted coaching for frontline teams. |
| Multiple, Custom Evaluation Forms | Deploys multiple QA evaluation forms matched to different teams, roles, and channels, including support, sales, and BPOs. |
| Calibration Workflows | Achieves consistency and accuracy in grading, eliminating subjective evaluations and ensuring fair agent feedback and correct Auto QA scores. |
| Auto QA Design Studio | Your QA team builds, tests and changes Auto QA scorecards in the Auto QA Design Studio, with SCOUT for scorecards, PRISM for the prompts behind them and LENS for reviewing real evaluations, without waiting on a vendor or a data scientist. |
| Flexible Quality Form Management | Supports multiple custom quality forms with tailored scoring frameworks across teams, roles, channels, and lines of business. |
| QA-Driven Recognition | Extends the feedback loop to high scores and standout interactions with targeted recognition for praiseworthy achievements. |
| Compliance Monitoring | Detects compliance misses and risky behaviors across calls, chats, and transcripts without requiring manual review of each interaction. |
| 360-Degree Performance Insights | Connects quality scores, CRM data, call transcripts, and more for a complete view of what drives contact center success. |
| Automated QM Workflow | Connects quality insights to performance actions automatically, triggering coaching, recognition, or follow-up based on quality scores and CX trends. |
| Evaluation Form 2.0 | Assess coaching quality, time audits, and more on a flexible, configurable evaluation form. |
| Auto QA Deep Links | Click an Auto QA score on your dashboards to see the evaluations behind it, with the question that drove the score, the transcript, and the AI's explanation of why it scored that way. |
| Evaluation Acknowledgements | Agents see the whole graded form behind each evaluation, with the transcript and a link to the call, and acknowledge it or raise a concern through an appeal path you configure. |
| Agent Self-Evaluation | Agents grade their own interactions on the same form their evaluators use and compare their read with what should have happened. |
| Capability | What it does |
|---|---|
| DeepQuery IQ | Search your contact center's transcripts in your own words, by keyword or by describing a moment in plain language, then save, filter and export the moments you find and read the full conversations behind them. |
| Interaction Transcription | Transcribes recorded voice calls and digital conversations into accurate, searchable text — the transcript layer that Auto QA scoring, conversation intelligence, and transcript search all read from. |
| Conversational Intelligence | Analyzes conversations across voice, chat, and messaging to surface themes, behaviors, and signals for QA and coaching. |
| AI Interaction Summary | AmplifAI summarizes key topics and sentiment from interaction transcripts, giving contact center teams a concise overview without reading the full transcript or replaying the recording. |
| Custom Questions | Ask any question of a single interaction, such as whether the advisor offered a savings account, and get an answer from the same transcript Auto QA scored. |
| Capability | What it does |
|---|---|
| Auto QA Design Studio | Your QA team builds, tests and changes Auto QA scorecards in the Auto QA Design Studio, with SCOUT for scorecards, PRISM for the prompts behind them and LENS for reviewing real evaluations, without waiting on a vendor or a data scientist. |
Customer Analytics & Insights
Connect interaction data, surveys, and journey signals to explain what drives satisfaction and experience outcomes — intent, sentiment, predictive NPS, and root cause at scale.
| Capability | What it does |
|---|---|
| Customer Intent and Call Reason Analysis | Analyzes contact patterns and root causes by product, policy, or process to identify and resolve issues at scale. |
| Predictive NPS | AmplifAI predicts NPS for individual interactions using conversation behavior, sentiment, and outcome data, without requiring a customer survey. |
| Predictive CSAT | AmplifAI predicts CSAT for individual interactions from conversation data without requiring a customer survey, then compares predicted scores with returned surveys. |
| Survey Commentary Analysis | Converts open-text survey feedback into structured insights, detecting themes and root causes behind detractor comments. |
| Ask Your Transcripts: Unscripted Q&A for Ad-Hoc Queries | Natural language interface for querying call transcripts, QA data, and CX metrics to get answers on demand. |
| Sentiment and Root Cause Analysis | Tracks shifts in customer and agent sentiment, connecting them to the underlying causes of poor experiences. |
| Customer Journey Across Channels | AmplifAI connects customer calls, repeat calls, bot sessions, and surveys into journeys organized by customer ID and intent, identifies journey outcomes, and incorporates web and app sessions when those records include the customer ID. |
| DeepQuery IQ | Search your contact center's transcripts in your own words, by keyword or by describing a moment in plain language, then save, filter and export the moments you find and read the full conversations behind them. |
| Predictive FCR | AmplifAI predicts first contact resolution for individual interactions, then validates the prediction against repeat contacts for a matching customer issue. |
| AI-Powered Next Best Actions | Analyzes performance, QA, and CX data to recommend the next coaching, recognition, or follow-up action for leaders and frontline teams. |
| Survey-to-Performance Correlation | Ties NPS, CSAT, and survey comments directly to agent behaviors, call reasons, and QA scores. |
| CX Trend Detection and Alerts | Continuously scans CX and operational data for emerging trends, triggering alerts for sentiment drops, rising call reasons, or compliance changes. |
| Customer Insights and Analytics | Connects survey feedback, call reasons, sentiment, and resolution data to identify what drives satisfaction or friction. |
| Customer Signals | AmplifAI analyzes calls, chats, emails, and social interactions to classify contact reasons, customer sentiment, interaction outcomes, churn risk, and agent behavior. |
| Actions Board with Validation | AmplifAI tracks actions with an owner and a baseline frozen on the creation date, measures the associated metric week over week, and marks the action as validated or failed based on the measured result. |
| Agent Behaviors | AmplifAI scores empathy, professionalism, solution focus, and engagement across customer interactions. When Auto QA is also in place, CX Analytics incorporates Auto QA behaviors so both views present aligned behavioral analysis for an interaction. |
| Churn and Risk Signals | AmplifAI flags cancellation intent, switching language, competitor mentions, and repeated attempts to resolve a matching issue, identifying the customer’s reason for leaving alongside save-attempt outcomes. |
| Competitor Mentions and Win Rate | AmplifAI identifies competitor mentions in sales conversations, calculates win rates associated with named competitors, and surfaces the related objections. |
| Compliance and Disclosure Checks | Checks each transcript for required disclosures, such as the recorded-line notice, identity verification and fee disclosures, and tracks complaints. |
| Contact Center Performance View | Puts each agent on a satisfaction-versus-efficiency quadrant, compares internal teams with each outsourced partner, and puts a Coach button on each row. |
| Signals for Teams Beyond the Contact Center | AmplifAI gives product, marketing, digital, and compliance teams role-based views of customer feedback, product defects, competitor mentions, and compliance patterns, while routing resulting actions to assigned contact center owners. |
| Report Library and Scheduled Delivery | Ready-made reports, from a weekly CX summary to a compliance attestation, delivered on a schedule from current data. |
| Multilingual Transcript Mining | AmplifAI mines transcripts across supported languages and applies contact-reason, sentiment, outcome, and agent-behavior analysis beyond English-language interactions. |
| My Favorites | My Favorites collects starred charts and saved Ask Max questions on a personal page, preserves the selected filters, and refreshes saved questions with current answers. |
| Notable Shifts | Notable Shifts identifies material week-over-week changes in predicted CSAT, first contact resolution, transfers, escalations, sentiment, and interaction volume, with direct access to supporting calls and action creation. |
| Outcomes and Resolution | AmplifAI classifies conversation outcomes as resolved, escalated, or transferred, identifies the reason for the outcome and commitments made by the agent, and checks whether the agent recapped next steps. |
| Prediction Trust Center | AmplifAI compares predicted scores with returned surveys by channel, topic, and team, flagging model drift before contact center teams use the predictions in reporting. |
| Sales Performance Analytics | AmplifAI uses sales-queue transcripts to measure conversion, segment new and existing customers, categorize objections, compare product and campaign performance, analyze competitor mentions, and rank sales representatives. Connected CRM data adds revenue and order values. |
| Self-Service and IVA Analytics | AmplifAI shows which self-service interactions are contained, transferred, or abandoned and what live agents find after a transfer, including requests outside the bot's configured scope. |
| Sentiment, Effort and Emotion | AmplifAI scores sentiment, sentiment shifts, customer effort, and emotions such as anger or trust, and detects repeat contacts and self-service mentions across customer interactions, including interactions without returned surveys. |
| Top Contact Reasons | AmplifAI ranks contact reasons by volume, predicted satisfaction, and negative sentiment, with AI summaries identifying the issues frustrating customers. |
| Topic Deep Dive | AmplifAI ranks subcategory themes by interaction volume and their effect on customer satisfaction and handle time, then traces contact flow from category through resolution. |
| Transfer and Repeat Contact Analysis | AmplifAI compares transfer and repeat contact rates with customer satisfaction, resolution, and handle time, using interaction transcripts to identify transfer reasons. |
| Industry Taxonomies | AmplifAI provides industry-specific contact-reason taxonomies and KPI sets as a starting point for customers to fine-tune to their business. |
| Voice of the Customer Themes | AmplifAI identifies praise and complaint themes in interaction transcripts and provides customer quotes with links to supporting interactions. |
Gamification, Recognition & Incentives
Tie game mechanics, recognition, and incentives to the metrics contact centers measure — motivating performance with data-driven contests, AI recognition, and incentive tracking.
| Capability | What it does |
|---|---|
| Data Powered Games | Launches intelligent contests powered by performance data, tailored by KPI, tenure, skill level, or timeframe. |
| Real-Time Leaderboards | Tracks progress live with visual rankings that drive competition and team focus. |
| Avatar and Badges | Rewards effort and engagement with customizable avatars, badges, and non-monetary awards showcasing individual achievements. |
| Peer-Performance Comparison | Compares KPIs against peers, programs, and top performers to identify improvement opportunities. |
| In-Game Social Activity | Enables comments, reactions, and social callouts within active contests and games to celebrate wins and build camaraderie. |
| Performance-Based Participation | Groups participants by performance tiers for fairer competition, giving each cohort a chance to win and advance. |
| Game Hub | A central hub where agents find every active game and contest they can join, all in one place. |
| Celebration Board | A shared board that spotlights wins and recognition across the team to build momentum and camaraderie. |
| Capability | What it does |
|---|---|
| Gen AI Recognition | Generates personalized, context-aware recognition messages in real time, based on performance improvements, behavioral milestones, and system activity. |
| Automated Recognition and Coaching Workflow | Triggers recognition automatically when agents meet post-coaching commitments, aligned to tracked KPIs and behaviors. |
| Recognition Task Creation | Create recognition once and deploy it across the org, giving every leader a fast way to celebrate the same win at scale. |
| High Five | Send instant kudos directly to any employee to reinforce great work the moment it happens. |
| Capability | What it does |
|---|---|
| Incentive Tracker and Calculator | Displays real-time progress toward bonuses and forecasts earnings based on performance improvements across tracked goals. |
| Rewards and Incentive Management Integrations | Connects existing rewards systems and aligns incentives with quality, performance, and coaching activities. |
AI Agent Performance & Governance
Manage, measure, and govern AI agents and chatbots alongside human teams — one accountability layer grading each workforce on the behaviors its customers reward.
| Capability | What it does |
|---|---|
| BPO Performance Management | Tracks and compares performance across internal teams and BPO partners in one system, maintaining brand standards regardless of who handles the work. |
| Multi-Vendor Performance Oversight | Monitors each outsourcer and internal site against the same metrics in one view, so underperformance surfaces by vendor, program, and team before it reaches the customer. |
| Cross-Vendor Quality Calibration | Calibrates quality scoring across vendors and sites so each partner grades interactions against the same rubric, keeping QA results comparable wherever the work happens. |
| Vendor Scorecard Management | Builds vendor scorecards from live performance data, replacing spreadsheet roll-ups with standings each partner can see and act on. |
| BPO ROI and Cost-Per-Contact Analysis | Connects vendor performance to cost, measuring ROI and cost per contact by partner so outsourcing decisions rest on outcome data, not invoices. |
| Capability | What it does |
|---|---|
| Single Pane for Managing People, Chatbots, and AI Agents | Manages performance and behavior across live agents, chatbots, and AI agents in one unified view with consistent action capabilities across all channels. |
| Interaction-Aware Scorecard Variants | Routes scorecard variants by workforce, channel, and interaction type, crediting rapport and judgment on live conversations while grading AI agents and chat on the directness and resolution customers expect from automation. |
| AI Channel Management | Measures and improves automated support channels like chatbots alongside live teams, applying one quality framework with scorecard variants tuned to AI and human agents. |
| AI Agent Quality Monitoring | Applies Auto QA and quality management to AI-agent and chatbot conversations, grading your digital workforce on the directness and resolution customers expect from automation. |
| AI Agent Governance & Guardrails | Sets the policies, guardrails, and accountability controls that keep AI agents within brand, compliance, and quality boundaries. |
Unified Data Integration
The unified data foundation: agnostic integration of every structured and unstructured source across CCaaS, CRM, WFM, and homegrown systems into one AI-ready layer.
| Capability | What it does |
|---|---|
| Agnostic Data Integration | AmplifAI connects 150+ sources in your contact center, from CCaaS, CRM and workforce management to your AI agent platforms, whichever vendor runs them, into one layer that performance enablement, customer analytics, quality intelligence and AI orchestration run on. |
| Organization and Roster Sync | Maps and updates the full organizational hierarchy so each role receives actions and insights for their position and the teams they lead. |
| Metric and Behaviors Sync | Links metrics to associated behaviors, creating a unified framework for standardized reporting and AI-driven action recommendations. |
| Flexible Scorecard Management | Provides weighted, live scorecards for agent and leader performance that adapt to evolving business priorities. |
| AI-Ready Implementation | AmplifAI's implementation team, experienced leaders from enterprise customer service operations, connects every system and configures metrics, goals and the hierarchy during onboarding. |
| Post-Implementation Dedicated Customer Success | Veteran CX leaders maintain active account relationships to keep data, strategy, and platform configuration current. |
| On-Premise System Support | Integrates with behind-the-firewall deployments for performance management, quality workflows, and AI coaching without compromising data control or compliance. |
| Unified Intelligence Layer | Combines structured and unstructured data from QA, CRM, CCaaS, surveys, and chat into a single source of truth for performance, quality, and CX. |
| MS Teams Integration | Get notified in Microsoft Teams when important AmplifAI activity happens, so key updates reach people where they already work. |
| AI Agent Platform Integration | Connects the AI agent and chatbot platforms that handle customer conversations, whichever vendor runs them, the same way AmplifAI connects CCaaS, CRM, WFM, surveys and QA. AI agent conversations and outcomes land in the same unified data as the human teams. AmplifAI connects to AI agent platforms such as Sierra, Parloa, Salesforce, Google, AWS, Decagon and PolyAI. |
| Team Schedule | Shows each agent's shift, breaks and training time from your WFM system on the dashboard, with schedule adherence on the scorecard. |
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.
| Capability | What it does |
|---|---|
| Next Best Action AI | Patented AI weighs an agent's scorecard gaps against business priorities and picks the coaching action most likely to move performance each cycle, alongside the follow-up and recognition tasks AmplifAI generates. |
| High Performer Persona Modeling | Builds profiles from top performer behaviors and outcomes, identifying gaps across the team to replicate what works. |
| Auto QA Scoring on Your Own Form | AmplifAI scores calls, chats, and emails against your QA forms, question by question, providing reasons and conversation moments supporting the answers across the interaction volume you choose, up to 100% coverage. |
| Predictive NPS | AmplifAI predicts NPS for individual interactions using conversation behavior, sentiment, and outcome data, without requiring a customer survey. |
| Predictive CSAT | AmplifAI predicts CSAT for individual interactions from conversation data without requiring a customer survey, then compares predicted scores with returned surveys. |
| AI Coaching Simulation | Max, AmplifAI’s AI coaching simulation, leads scheduled or on-demand sessions that review agent KPIs and recent calls, replay moments where an agent missed a behavior, compare those moments with top-performer examples from a matching call type, and role-play an improved approach. Max sends supervisors a session summary and feeds the results into performance tracking. |
| DeepQuery IQ | Search your contact center's transcripts in your own words, by keyword or by describing a moment in plain language, then save, filter and export the moments you find and read the full conversations behind them. |
| Knowledge Base and CRM Checks | Auto QA checks process questions against the knowledge base article and CRM fields associated with the customer’s reason for contact, returning “not applicable” when neither source contains an answer. |
| Test Prompts | Before launch, Auto QA answers real interactions your evaluators already scored, side by side with their answers, question by question, until the two agree. |
| Predictive FCR | AmplifAI predicts first contact resolution for individual interactions, then validates the prediction against repeat contacts for a matching customer issue. |
| Customer Signals | AmplifAI analyzes calls, chats, emails, and social interactions to classify contact reasons, customer sentiment, interaction outcomes, churn risk, and agent behavior. |
| AI Assistant | Agents, team leaders, managers and analysts ask Max, AmplifAI's AI Assistant, performance questions in plain language from their dashboards, from KPI performance and trends to what is driving them, and get answers with the supporting data, calls and transcripts, without requesting a new report. Answers cover KPIs, interaction analytics, QA and performance data, scoped to the user's role, from an agent's scorecard to a manager's program. |
Why Financial Services Organizations Choose AmplifAI
AmplifAI success stories from financial services organizations
How financial services contact centers turn AI insights into measurable compliance confidence, coaching accountability, and performance improvement across every channel.
Frequently Asked Questions
Frequently asked questions.
Is AmplifAI Secure and Compliant with Financial Industry Standards?
Yes. AmplifAI is SOC 2 Type II certified, ISO 27001 certified, and fully self-compliant with HIPAA, PCI DSS, and GDPR. AmplifAI does not store sensitive customer data like CPNI or payment information. AmplifAI focuses on agent interaction data including QA scores, AHT, and CSAT. For clients with additional requirements, AmplifAI can be deployed inside your private cloud or data center to meet internal risk and security policies. For full details on security posture, certifications, and compliance frameworks, visit our Trust and Compliance page.
Can AmplifAI Run Inside a Private Environment?
Yes. AmplifAI offers on-premise and private cloud deployment options to meet the strictest security and data residency requirements, built for financial institutions with internal hosting mandates.
How Does AmplifAI Reduce Compliance Risk in Financial Services?
AmplifAI automatically evaluates 100% of interactions across calls, chat, and email to verify that agents follow required disclosures, authentication steps, and regulatory protocols. AmplifAI flags violations early, routes insights to supervisors for coaching before issues scale, and builds a defensible QA trail for audits.
Can AmplifAI Support Fraud Detection Efforts in Financial Services?
Yes. AmplifAI evaluates every interaction through Auto QA to identify patterns associated with potential fraud, including repeat callers bypassing verification steps or agents missing required ID protocols. AmplifAI surfaces these insights to fraud teams for proactive risk monitoring while scaling coaching and recognition workflows to improve agent performance on fraud-related behaviors.
How Does AmplifAI Improve Performance Oversight Without Adding Headcount?
AmplifAI unifies quality, performance, and coaching data into one view so leaders can spot behavior gaps, see which actions were taken, and track whether coaching drives improvement. AmplifAI automates follow-up, accountability, and measurement through the Coaching Effectiveness Index, helping teams scale effective coaching without compiling spreadsheets.
How Long Does AmplifAI Implementation Take for Financial Services Organizations?
Most financial services deployments are fully operational within 4 to 6 weeks. Implementation follows a structured accountability model with clear milestones for both sides, starting with data exchange configuration, compliance criteria mapping, and KPI calibration against your specific regulatory and customer experience objectives.
Does AmplifAI Integrate with Financial Services Contact Center Technology?
AmplifAI integrates with major CCaaS platforms including Genesys, Five9, NICE, Talkdesk, and Cisco, along with CRMs like Salesforce and ServiceNow. AmplifAI's data integration layer connects over 150 structured and unstructured sources, so your QA scores, workforce data, CRM records, and compliance documentation feed into a single performance view with no rip-and-replace required.
AmplifAI Recognition
AmplifAI named Automation Solution of the Year, a Leading provider in Automated QA/QM, and a Core Performing provider in Customer Analytics
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.
A Leading automated QA/QM provider in the CMP Research Prism, Q3 2026
CMP Research names AmplifAI a Leading provider for the second evaluation running in its Q3 2026 Prism for Automated QA/QM.
A Core Performing customer analytics and insights provider in the CMP Research Prism, 2026
CMP Research names AmplifAI a Core Performing provider in its 2026 Prism for Customer Analytics & Insights.
AmplifAI Guided Demo
See How AmplifAI Works for Financial Services Organizations
AmplifAI evaluates 100% of interactions for compliance and fraud risk, delivers AI-enabled coaching prioritized by impact, and gives leadership performance visibility across every team and channel.
SummarizeAuto 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.
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Trust, Security, and Compliance
Quality and customer 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.