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.
AmplifAI AI Agent Management Software
One Performance and Governance Layer for AI Agents and Live Teams
AmplifAI transcribes and scores 100% of interactions across your live teams and AI agents, including chatbots, voice bots, and IVAs, on variants of one scorecard weighted per workforce, calibrating automated scores against human judgment, routing each fix to its owner, with coaching for people and engineering for AI agents.
AI Agent Management
AmplifAI Is Trusted by Top Enterprises, BPOs, and CX Teams
AI Agent Management Use Cases
AmplifAI Applies Consistent Quality Standards Across Your AI Agent Vendors
AmplifAI translates your quality framework into AI evaluation logic, keeping sections, criteria, weights, and auto-fail flags intact while routing scorecard variants by agent type, channel, and line of business, covering AI agents from any vendor alongside your live teams.
Behaviors encode in plain language as machine-detectable criteria, paired to detection cues.
AmplifAI compares AI agent performance side by side across vendors, channels, and contact types.
Compliance and brand-guideline violations flag automatically as auto-fail criteria and route to human review.
AmplifAI Finds Where AI Agents Break Before Your Customers Do
AmplifAI evaluates 100% of AI agent conversations on the metric families that exist only for software, including goal completion, hallucination and fabrication checks, answer grounding against approved knowledge sources, escalation appropriateness judged by intent, and resolution durability measured days after the bot marked the issue solved.
Goal completion, reopen rate, and resolution durability track whether the agent finished the job and the fix held, with top-tier programs landing 55 to 76 percent goal completion.
Hallucination and grounding checks trace claims to approved knowledge sources, targeting fabrication rates under 1 percent and near zero in regulated flows.
Escalation reads by intent, where 50 percent on password resets is a defect and 90 percent on billing disputes is by design.
AmplifAI Connects the Customer Journey Across Live and AI Channels
AmplifAI scores the handoff between AI agents and live teams on preserved context, customer repetition, and transfer friction, and rolls the AI segment, handoff, and human segment into one customer journey score.
Voice AI opens the call scored on the AI scorecard variant, a person completes it scored on the human variant, and one evaluation covers the journey end to end.
AmplifAI tracks transfer rates by contact type, reason, and outcome across AI channels.
Coaching, recognition, and scorecard workflows act on the human side of handoffs through AmplifAI Performance Management and AI-enabled coaching.
AmplifAI Holds AI Vendors and BPO Partners to One Independent Standard
AmplifAI replaces vendor self-reporting with independent scorecards built from your data, comparing AI vendors, BPO partners, and in-house teams on quality, resolution, and cost per contact, grounding sourcing decisions in measured outcomes.
Vendor scorecards run on live performance data.
Cross-vendor calibration keeps scoring consistent across internal and outsourced sites.
ROI and cost-per-contact analysis prices vendors, human or AI, on equal terms.
AmplifAI Turns Quality Findings Into Coaching for People and Fixes for AI Agents
AmplifAI routes quality findings to the remediation each workforce needs, including coaching plans for people, and a diagnose, fix, regression-test, and redeploy cycle for AI agents, with root causes traced to prompt defects, knowledge gaps, or model versions and both fix paths landing in one reporting view.
Corrective actions carry an owner, an objective, and a scheduled regression replay, tracked to closure in the next evaluation cycle.
High-performer personas build from your top performers and benchmark your AI agents against the behaviors, language, and resolution patterns behind proven outcomes.
AI teams receive structured, evidence-backed insight, with flagged utterances tied to violated criteria and policy citations.
AmplifAI AI Agent Management Features and Capabilities
AmplifAI AI Agent Management scores AI agent conversations on scorecard variants weighted per workforce, applies governance guardrails and vendor-level oversight, managing people, chatbots, and AI agents from a single pane.
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. |
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 |
|---|---|
| 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. |
These are the capabilities connected to AI Agent Mgmt. Explore the full AmplifAI capability map to see how each solution connects across CX and performance management.
See all solutionsAmplifAI AI Agent Management FAQ
Frequently asked questions.
Answers for CX leaders evaluating AmplifAI for AI agent governance, quality management, and unified human-AI performance management.
Which Quality Metrics Does AmplifAI Apply Only to AI Agents?
AI agents carry quality metric families that apply only to automated conversations, including goal completion rate, where top-tier programs land 55 to 76 percent per AmplifAI analysis of top-quartile deployments, hallucination and fabrication rates targeting under 1 percent and near zero in regulated flows, answer grounding that traces claims to approved knowledge sources, tool and API call errors, escalation appropriateness judged by intent, resolution durability measured 7 to 10 days after close, and reopen rates that expose premature resolutions. Human-only criteria drop out of the AI variant, with rapport and relationship-building graded on human calls and removed from bot scorecards.
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 Enterprise AI Agent Data?
AmplifAI maintains SOC 2 Type II compliance, encrypts data in transit and at rest, and auto-redacts PII, PHI, and PCI data from all transcripts before storage. Customer data lives in dedicated Microsoft Azure accounts under role-based access controls. For full details on security posture and compliance frameworks, visit our Trust and Compliance page.
How Does AmplifAI Improve Our AI Agents Beyond Monitoring Them?
AmplifAI identifies which contact types and scenarios your AI agents struggle with, benchmarking AI agent performance against your top human performers using high-performer persona modeling, while pinpointing the behaviors and resolution patterns where AI underperforms, giving your AI development teams structured insights to improve agent responses and workflows.
How Does AmplifAI Connect AI Agent Performance to Live Agent Performance?
AmplifAI tracks your complete customer journey across AI and human channels. When an AI agent transfers a conversation to a human agent, AmplifAI connects both interactions, scoring the handoff on preserved context, customer repetition, and transfer friction, and surfacing how the combined experience affects customer satisfaction. AmplifAI measures live and AI agents through one framework, grading each workforce on the behaviors its customers reward, with AI-powered next best actions guiding teams where to act on those measurements in AmplifAI Performance Management and AI-enabled coaching.
Does AmplifAI Work With AI Agents From Multiple Vendors Simultaneously?
Yes, AmplifAI is vendor-agnostic and connects to 150+ contact center systems and data sources, whether your AI agents come from one vendor or several, ingesting conversation data and applying consistent quality standards through a single governance layer.
How Does AmplifAI Evaluate AI Agent Conversations Differently From Live Agent Conversations?
AmplifAI runs one evaluation engine across human and AI conversations, re-weighting the behaviors that mean different things per workforce. Rapport and extended empathy lift CSAT on a human call and read as friction on a chat or chatbot interaction, where directness drives satisfaction, a pattern AmplifAI measured in production at a large retail client. Scorecard variants route automatically by agent type, with bots graded on directness and resolution while your people earn credit for the judgment and empathy customers value from them.
AmplifAI Recognition
AmplifAI named Automation Solution of the Year, a Leading provider in Automated QA/QM, and a Core Performing provider in Customer Analytics
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 AmplifAI AI Agent Management Software in Action
Walk through how AmplifAI governs AI agents from multiple vendors, connects human and AI performance data, and turns quality insights into CX improvement actions across your entire contact center.
Talk to AmplifAI
Govern your AI agents and live teams in one platform, with AmplifAI See how AmplifAI measures, calibrates, and improves your AI agents and live teams.
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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.