CASE STUDY
How a leading national home improvement retailer built its enterprise performance layer
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Retail AmplifAI Call Center Performance Management Software
AmplifAI unifies performance, quality, and CX data across your internal teams, BPO partners, and multi-site operations, then turns it into next best actions for agents, team leaders, and directors, with AI agents scored beside your live teams.
AmplifAI Is Trusted by Top Enterprises, BPOs, and CX Teams
AmplifAI Performance Management Use Cases
Performance managed across teams, channels, and interactions
One performance layer, tuned to the number each team owns
AmplifAI tunes the same performance layer to the focal point of each team, so a sales floor drives conversion, customer service drives CSAT and first contact resolution, and collections drives promises kept and compliance, all from one unified data foundation.
100%
of interactions scored across sales, service, and collections teams
Sales, customer service, and collections teams each get scorecards built around the KPI they own, on the same unified data.
The same next-best-action engine points coaching, recognition, and follow-ups at whichever number the team is driving.
Leaders switch focal points without switching systems, so a director sees sales and service on one performance layer.
Focus on the coaching conversations that improve performance
AmplifAI ranks coaching opportunities by likely impact and hands managers an AI-built game plan for the one that matters most, so coaching the complex conversations live teams own scales without adding supervisors.
$380K
saved by a top 5 US financial services company with AI coaching, in one pilot
Coaching actions build from each agent's performance gaps and your business priorities.
AI-written session notes and follow-ups give managers back the hours lost to prep.
The Coaching Effectiveness Index ties each session to the KPI movement it produced and shows which managers develop their teams.
Turn every Auto QA result into the next coaching move
AmplifAI scores 100% of interactions with Auto QA, routing the auto-fails, low scores, and standout calls straight into coaching, recognition, and follow-up, and quality data drives behavior the day it lands.
100%
of interactions scored with Auto QA, not a 2% sample
Auto-fail and low-score triggers launch targeted coaching the moment a critical miss appears.
Standout interactions fire recognition automatically and extend the quality loop to the calls worth repeating.
Calibration workflows keep scoring consistent across evaluators, teams, and BPO partners.
Move customer insight into the next best action
AmplifAI connects intent, sentiment, and root cause from voice, chat, email, and social to the team leaders and directors who can act on it, so a rising call reason or a sentiment drop reaches the right role as a specific coaching, process, or follow-up action.
Survey comments, sentiment shifts, and call reasons tie directly to the agent behaviors and QA scores behind them.
CX trend alerts fire as soon as a metric moves and prompt the next best action before the issue spreads.
Predictive NPS and intent analysis point leaders at the journeys most worth fixing first.
Make top-performer behavior the standard across sales and service
AmplifAI learns what your highest performers do, driving those behaviors across sales, service, and resolution with recognition, games, and incentives that hold the gains on live teams and across BPO partners.
10,000+
users on the enterprise performance layer a national retailer built on AmplifAI
High-performer personas define what great looks like for each role and give coaching a concrete standard to build toward.
Data-powered games and real-time leaderboards focus each shift on the KPI that matters that day.
Recognition fires on real performance data and names the exact metric and moment behind the win.
Hold AI agents to performance KPIs your teams already meet
AmplifAI measures chatbots and AI agents on scorecard variants tuned to automated conversations, so every channel that talks to a customer lands in one performance view with one set of next best actions.
Live teams, chatbots, and AI agents sit side by side on one quality framework.
One performance layer routes coaching to people and tuning actions to automated channels from the same insight.
AmplifAI AI Agent Management adds governance, guardrails, and vendor-level oversight for your digital workforce.
AmplifAI Performance Management Capabilities
AmplifAI performance management features and full platform capabilities
AmplifAI delivers unified performance data, role-based dashboards, AI-driven next best actions, and built-in effectiveness measurement as part of an end-to-end contact center AI system spanning the full AmplifAI capability set including automated QA, CX intelligence, AI-enabled coaching, and gamification.
Performance Management
Connect contact center metrics to action across agents, supervisors, and leadership with unified data, role-based views, and Next Best Actions.
| 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. |
AI-Enabled Coaching
AI identifies development opportunities, recommends next coaching actions, and measures performance impact — closing the loop from insight to behavior change.
| 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. |
AI Coaching Simulation
Agents practice between customer interactions with Max, AmplifAI’s AI coaching simulation, using their calls, top-performer moments, and live voice role-play, with Max escalating the session to a team leader when agent practice requires human coaching.
| 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. |
BPO & Multi-Vendor Management
Hold outsourced partners — and the AI agents they run — to the same accountability as internal teams, with performance, quality, and compliance measured in one system.
| 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. |
Role-Based Dashboards
Automatically personalizes dashboards by role so each person sees the metrics most relevant to their position, from agents to directors.
| 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. |
Reporting & Analytics
| 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. |
These are the capabilities connected to Performance & Coaching. Explore the full AmplifAI capability map to see how each solution connects across CX and performance management.
See all solutionsAmplifAI Performance Management FAQ
Frequently asked questions.
Answers for CX and contact center leaders evaluating AmplifAI to manage performance across live teams, BPO partners, and AI agents on one unified system.
Does AmplifAI manage performance across BPO partners and internal teams?
Yes, AmplifAI gives you one unified view of performance across internal teams, outsourced partners, and automated channels, tracking quality, keeping coaching consistent, and holding each team to the same brand standards whether you run one BPO or seventeen, with in-house and partner performance sitting on one scorecard.
Does AmplifAI work with fragmented or unorganized contact center data?
Yes, AmplifAI is built for complex, distributed data. AmplifAI's customer success team maps and unifies your performance, QA, WFM, and CX data from more than 150 sources into one system, you start getting value without running a data cleanup project first. Organizing fragmented contact center data is one of the first wins teams get with AmplifAI.
Does AmplifAI manage AI agents and live teams in one system?
Yes, AmplifAI measures and improves automated channels, including chatbots and AI agents, alongside your live teams, applying one quality framework with scorecard variants tuned to live and digital interactions, giving you one view of performance with next best actions driving improvement on both. For governance, guardrails, and vendor-level oversight of the digital workforce, see AmplifAI AI Agent Management.
Does AmplifAI give agents access to their own performance data?
Yes, AmplifAI gives agents instant access to their own performance through role-based dashboards that show where they stand, what's improving, and where to focus next. Agents, supervisors, QA leaders, and directors each see the metrics and actions relevant to their role, without waiting on a manager to assemble a report.
What types of call center performance management software does AmplifAI replace?
AmplifAI replaces separate point solutions for performance analytics, quality management, coaching, gamification, and speech analytics with one system running on a unified data foundation across QA, WFM, CRM, and CCaaS. Consolidating point solutions into AmplifAI means fewer vendors, less manual reconciliation, and one source of truth for CX leaders, QA teams, executives, and agents.
How does AmplifAI compare to other call center performance management software?
Call center performance management software falls into three groups, point solutions that handle one function like analytics or QA, CCaaS-bundled modules that see only their own ecosystem data, while AmplifAI is end-to-end, unifying data across 150+ agnostic integrations into one AI-ready layer, powering QA, coaching, gamification, customer intelligence, and performance management with AI-driven next best actions for team leaders, directors, and agents. Compare vendors in detail in the AmplifAI call center performance management software guide.
What industries does AmplifAI support?
AmplifAI powers contact centers running frontline customer-facing teams and AI agents in any industry. AmplifAI configures automated QA/QM, coaching, performance management, and CX intelligence to match each organization's data environment, compliance requirements, and business objectives during implementation. See how AmplifAI serves healthcare, financial services, retail and eCommerce, BPOs and outsourcers, hospitality and travel, and communications, media, and technology.
Is AmplifAI secure and compliant for performance and customer data?
Yes, AmplifAI maintains SOC 2 Type II compliance, encrypts data in transit and at rest, and enforces role-based access controls across performance, quality, and coaching data. AmplifAI handles PII and access to the standards regulated industries like healthcare and financial services require. For full details, visit the AmplifAI Trust and Compliance page.
Why AmplifAI for Performance Management
Performance management that scales across enterprise and BPO programs
AmplifAI converts unified data into measurable gains for the largest contact centers, where an 80-agent pilot grew into an enterprise performance system for 10,000+ users and coaching programs built on the same data lifted sales conversion and cut handle time across live teams and BPO partners.
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 Product Tour
Explore AmplifAI Call Center Performance Management Software
See how AmplifAI unifies performance, quality, and CX data, delivers role-based views, prioritizes next best actions, and measures performance improvement.
SL Sam LopezTeam Leader · Customer Care · 12 agents Team Scorecard · Goal 9086.4%
Team CSAT 4.6/ 4.5+0.1 Team FCR 74.2%/ 80%-5.8% Team Auto QA 91.2/ 90+1.2
Next Best ActionsMy Tasks
CoachJessie MartinezRequested coaching on FCR RecognizeCasey MorganScorecard goal hit, 3 weeks running See how AmplifAI turns unified performance data into role-based visibility, prioritized next best actions, and measured improvement.
Take the TourTalk to AmplifAI
Manage performance on one source of truth, with AmplifAI.
See how AmplifAI unifies your performance data and delivers 360-degree performance views, coaching effectiveness measurement, and AI-powered next best actions for every role through role-based dashboards.
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Trust, Security, and Compliance
Performance 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.