AmplifAI Platform Solutions

Turn every conversation into enterprise action.

2,041,368,554 interactions scored and actioned

The AmplifAI Platform

Five product cores on one data and AI foundation.

Every product core runs on the same connected data layer and the same contact center AI, so an insight in one becomes an action in all of them. Click any product to explore what it does and how it connects.

Performance Enablement

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.
Quality Intelligence

Auto QA, quality management, and conversational intelligence in one feedback loop — score every interaction, calibrate, and surface the themes and behaviors behind them.
Customer Analytics

Connect interaction data, surveys, and journey signals to explain what drives satisfaction and experience outcomes — intent, sentiment, predictive NPS, and root cause at scale.
Gamification

Tie game mechanics, recognition, and incentives to the metrics contact centers measure — motivating performance with data-driven contests, AI recognition, and incentive tracking.
AI Simulations

AI role-play and practice simulations for onboarding and upskilling, part of AI-enabled coaching.
AI Agent Management

Manage, measure, and govern AI agents and chatbots alongside human teams — one accountability layer grading each workforce on the behaviors its customers reward.
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.
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.

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.

Performance Management
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 tiles that link out to internal reporting or other tools, 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.

AI-Enabled Coaching
Capability	What it does
Max, the AmplifAI AI Coach	Max runs evidence-grounded practice sessions with each agent between customer interactions: a briefing built from their last 100 evaluated calls, side-by-side moments against a matched high performer, live role-play, and a scored debrief that sets up the next person-to-person coaching session.
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 Scores	Tracks how each coach impacts agent performance over time to measure and improve coaching outcomes.
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.
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 Coaching Goals	Sets coaching commitments based on past performance trends and peer benchmarks for each KPI.
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.

BPO & Multi-Vendor Management
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
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 Planned	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.

Explore Performance & Coaching

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.

Automated Quality Assurance
Capability	What it does
Auto QA for Scaled Efficiency	Analyzes 100% of customer interactions, auto-scoring routine contacts and flagging complex ones for human review.
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.

Automated Quality Management
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.
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.

Conversation Intelligence
Capability	What it does
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.

Explore Quality & CI

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.

Customer Analytics & Insights
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	Forecasts NPS scores based on behavior, sentiment, and call outcomes before surveys are completed.
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 Insights	Connects survey data, call reasons, and repeat contact patterns to identify where friction occurs and which journeys lead to escalations or satisfaction.
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.

Explore Customer Analytics

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.

Gamification
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.

Recognition
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.

Incentive Management
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.

Explore Gamification

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.

BPO & Multi-Vendor Management
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.

AI Agent Performance & Governance
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.

Explore AI Agent Mgmt

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.

Unified Data Integration
Capability	What it does
Agnostic Data Integration	Connects to 150+ cloud APIs, on-premise systems, homegrown apps, and spreadsheets to unify all contact center data sources.
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	Dedicated customer success team maps organizational needs into a unified, action-ready AI platform 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.

Explore Data

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.

Contact Center AI
Capability	What it does
Next Best Action AI	Patented AI identifies the most effective coaching, recognition, or follow-up action for each role based on performance gaps and business priorities.
High Performer Persona Modeling	Builds profiles from top performer behaviors and outcomes, identifying gaps across the team to replicate what works.
Quality Co-Pilot and Auto QA	Combines automated QA scoring, quality-driven coaching triggers, and QA-based recognition into a continuous feedback loop.
AI Training, Predictive Goals & more	Upskills new hires with simulated customer conversations, sets realistic targets with predictive goal modeling, and extends AI across additional workflows.