AI-powered Call Center Performance Management Software
One source of truth built on unified data
AmplifAI brings performance, QA, and CX data into one system — making it usable, actionable, and aligned to your goals. Internal teams, BPO partners, and even bots get better, without adding headcount.
Get a complete view of performance across every team, system, and BPO partner
Performance isn’t just about internal teams anymore. It includes BPO partners, automated channels like chatbots, even AI agents, and each one generates its own data. AmplifAI brings all of it into one system, mapped to roles and kept current. That means every contributor, no matter where or how they work, is measured consistently and visibly.
For the first time, we can see our internal teams and BPO partners’ performance the same way, it’s consistent, side by side, and in one place.
VP of Customer Experience
Global Retail Organization
Equip your teams and AI to take the best action every day
AmplifAI turns your data, CX insights and leadership priorities into focused next actions, delivered where they matter most. Whether it’s a contact center rep or an AI channel, actions are personalized, data-driven, and tied to QA, customer feedback, and performance metrics so every part of your operation moves forward together.
See the ROI of performance management with built-in effectiveness metrics
With AmplifAI, performance management isn’t just about what happened, it’s about what worked. Built-in effectiveness metrics show which managers are improving their teams, which actions are driving results, and how to use that insight to get better across the board.
AmplifAI's Performance Management Features and Capabilities
AmplifAI delivers real-time dashboards, AI-powered next best actions, coaching integration, BPO oversight, and flexible scorecards as part of the most complete end-to-end performance management platform built on 81 features across 7 integrated software categories including automated QA, CX intelligence, AI-enabled coaching, and gamification.
AmplifAI Call Center Performance Management Software Features and Full Platform Capabilities
AmplifAI Platform CapabilitiesComprehensive feature set powering next-generation contact center performance
81 features across 7 integrated capability areas powering next-generation contact center performance
Data Integration Features
How It Works
AmplifAI
Agnostic Data Integration
Connects to 150+ cloud APIs, on-premise systems, homegrown apps, and spreadsheets to unify all contact center data sources.
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Organization and Roster Sync
Maps and updates the full organizational hierarchy so every role receives actions and insights relevant to their position.
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Metric and Behaviors Sync
Links metrics to associated behaviors, creating a unified framework for standardized reporting and AI-driven action recommendations.
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Flexible Scorecard Management
Provides weighted, live scorecards for agent and leader performance that adapt to evolving business priorities.
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AI-Ready Implementation
Dedicated customer success team maps organizational needs into a unified, action-ready platform during onboarding.
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Post-Implementation Dedicated Customer Success
Veteran CX leaders maintain active account relationships to keep data, strategy, and platform configuration current.
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Flexible Quality Form Management
Supports multiple custom quality forms with tailored scoring frameworks across teams, roles, channels, and lines of business.
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On-Premise System Support
Integrates with behind-the-firewall deployments for performance management, quality workflows, and AI coaching without compromising data control.
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Contact Center AI Features
How It Works
AmplifAI
Next Best Action AI
Patented AI identifies the most effective coaching, recognition, or follow-up action for each person based on performance gaps and business priorities.
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High Performer Persona Modeling
Builds profiles from top performer behaviors and outcomes, then identifies gaps across the team to replicate what works.
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Gen AI Recognition
Generates personalized, context-aware recognition messages based on performance improvements and behavioral milestones.
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AI Coaching Plans and Summaries
Produces AI-driven coaching game plans and auto-summarized session notes to improve focus, preparation, and follow-through.
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Quality Co-Pilot and Auto QA
Combines automated QA scoring, quality-driven coaching triggers, and QA-based recognition into a continuous feedback loop.
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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.
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CX Intelligence Features
How It Works
AmplifAI
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.
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Customer Intent and Call Reason Analysis
Analyzes contact patterns and root causes by product, policy, or process to identify and resolve issues at scale.
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Predictive NPS
Forecasts NPS scores based on behavior, sentiment, and call outcomes before surveys are completed.
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Survey Commentary Analysis
Converts open-text survey feedback into structured insights, detecting themes and root causes behind detractor comments.
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Ask Your Transcripts: Unscripted Q&A
Natural language interface for querying call transcripts, QA data, and CX metrics to get answers on demand.
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Sentiment and Root Cause Analysis
Tracks shifts in customer and agent sentiment, then connects them to the underlying causes of poor experiences.
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Compliance Monitoring
Detects compliance misses and risky behaviors across calls, chats, and transcripts automatically.
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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.
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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.
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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.
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Survey-to-Performance Correlation
Ties NPS, CSAT, and survey comments directly to agent behaviors, call reasons, and QA scores.
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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.
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Conversational Intelligence
Analyzes every conversation across voice, chat, and messaging to surface key themes, behaviors, and signals for coaching and CX improvement.
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Customer Insights and Analytics
Connects survey feedback, call reasons, sentiment, and resolution data to identify what drives satisfaction or friction.
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Automated QA/QM Features
How It Works
AmplifAI
Auto QA for Scaled Efficiency
Analyzes every customer interaction, auto-scoring routine contacts and flagging complex ones for human review.
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Customizable QA Reporting
Filters quality insights by person, evaluator, score, question, and more to surface the data that matters most.
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Quality-Driven Coaching
Creates a feedback loop where quality data like auto-fails and low scores trigger targeted coaching for frontline teams.
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Multiple Custom Evaluation Forms
Deploys multiple evaluation forms matched to different teams, roles, and channels, from support to sales to BPOs.
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Customer Journey Insights
Connects survey data, call reasons, and repeat contact patterns to uncover where friction occurs and why.
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Calibration Workflows
Achieves consistency and accuracy in grading, eliminating subjective evaluations and ensuring fair agent feedback and correct Auto QA scores.
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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.
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Auto QA Coaching Workflow
Converts QA results into real-time coaching opportunities automatically and at scale.
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QA-Driven Recognition
Extends the feedback loop to high scores and standout interactions with targeted recognition for praiseworthy achievements.
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Compliance Monitoring
Detects compliance misses and risky behaviors across calls, chats, and transcripts without requiring manual review of every interaction.
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360-Degree Performance Insights
Connects quality scores, CRM data, call transcripts, and more for a complete picture of what drives contact center success.
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Unified Intelligence Layer
Brings structured and unstructured data together from QA, CRM, CCaaS, surveys, and chat into a single source of truth.
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CX Trend Detection and Alerts
Scans CX and operational data for emerging trends, triggering alerts for sentiment drops, rising call reasons, or compliance changes.
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Conversational Intelligence
Analyzes conversations across voice, chat, and messaging to surface themes, behaviors, and signals for QA and coaching.
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Customer Insights and Analytics
Connects survey feedback, call reasons, sentiment, and resolution data to uncover satisfaction and friction drivers.
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Performance Management Features
How It Works
AmplifAI
Unified Performance Data
Brings together structured and unstructured data from QA, WFM, CRM, CCaaS, surveys, and more into one system.
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Role-Based Views
Automatically personalizes dashboards by role so each person sees the metrics most relevant to their position, from agents to directors.
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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.
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AI-Enabled Coaching Integration
Identifies and recommends the most valuable coaching opportunity for each agent using AI-driven performance insights.
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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.
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AI-Enabled Recognition
Detects milestones and progress automatically, prompting leaders to deliver recognition with relevant performance context.
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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.
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AI Channel Management
Measures and improves automated support channels like chatbots alongside live teams, applying the same quality and performance standards across human and digital.
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Automated QM Workflow
Connects quality insights to performance actions automatically, triggering coaching, recognition, or follow-up based on quality scores and CX trends.
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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.
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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.
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Flexible Scorecards
Adjusts scorecard weights based on evolving business goals, using strategy priorities to guide actions and keep everyone aligned.
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Task Management and Custom Tasks
Assigns, tracks, and completes performance-related tasks, both system-generated and manually created, keeping managers organized and accountable.
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Intraday Performance Tracking
Tracks live performance throughout the day to spot trends in real time and intervene early with targeted support before issues escalate.
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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.
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AI-Enabled Coaching Features
How It Works
AmplifAI
AI-Driven Next Best Coaching Actions
Pinpoints the most valuable coaching opportunity for each agent using AI-powered performance insights.
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Automated Follow-up and Recognition Workflows
Triggers coaching reminders and delivers recognition automatically based on KPI movement and coaching activity.
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Coaching Effectiveness Scores
Tracks how each coach impacts agent performance over time to measure and improve coaching outcomes.
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AI Notes and Summaries
Generates auto-summarized notes from coaching conversations and evaluations to reduce documentation time.
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Custom Coaching Forms
Standardized forms aligned to key metrics, behaviors, and goals across teams.
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Coach the Coach Actions
Surfaces opportunities to support team leaders with personalized guidance on improving their coaching quality.
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Coaching Histories and Commitment Visibility
Displays a complete timeline of every coaching action, commitment, and follow-up for every agent with active commitment tracking.
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Behavior-Based Coaching
Targets behaviors tied to performance outcomes, not just metrics, to drive skill development.
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Smart Coaching Goals
Sets coaching commitments based on past performance trends and peer benchmarks for every KPI.
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Multi-Metric Coaching
Builds sessions around multiple KPIs to reflect the full scope of agent performance and drive balanced improvement.
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AutoQA Coaching Workflow
Converts QA results into real-time coaching opportunities automatically and at scale.
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Data Agnostic Coaching Workflow
Runs coaching workflows regardless of where structured and unstructured data lives, with no vendor lock-in.
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Behavior and Coaching Best Practices from CX Experts
Incorporates proven frontline practices and guidance from top contact center leaders directly into coaching workflows.
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Gamification & Engagement Features
How It Works
AmplifAI
Gen AI Recognition
Delivers real-time, personalized recognition based on performance improvements, behavioral milestones, and system activity.
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Automated Recognition and Coaching Workflow
Triggers recognition automatically when agents meet post-coaching commitments, aligned to tracked KPIs and behaviors.
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Data Powered Games
Launches intelligent contests powered by performance data, tailored by KPI, tenure, skill level, or timeframe.
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Real-Time Leaderboards
Tracks progress live with visual rankings that drive competition and team focus.
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Incentive Tracker and Calculator
Displays real-time progress toward bonuses and forecasts earnings based on performance improvements across tracked goals.
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Rewards and Incentive Management Integrations
Connects existing rewards tools and aligns incentives with quality, performance, and coaching activities.
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Avatars and Badges
Rewards effort and engagement with customizable avatars, badges, and non-monetary awards showcasing individual achievements.
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Peer-Performance Comparison
Compares KPIs against peers, programs, and top performers to identify improvement opportunities.
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In-Game Social Activity
Enables comments, reactions, and social callouts within active contests and games to celebrate wins and build camaraderie.
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Performance-Based Participation
Groups participants by performance tiers for fairer competition, giving every cohort a chance to win and advance.
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Frequently Asked Questions
Common questions about AmplifAI call center performance management software, data integration, platform capabilities, and getting started.
Can AmplifAI help us manage performance across BPO partners and internal teams together?
Yes, AmplifAI call center performance management software was built to give you a unified view of performance across your internal teams, outsourced partners, and even automated channels. Whether you're managing one BPO or 17, you can track quality, coach consistently, and ensure brand standards are met across the board.
What if our data isn’t clean or organized enough to use a performance management platform like AmplifAI?
You’re not alone, most organizations start with fragmented data that needs structure. AmplifAI is designed to work with complex, messy, and distributed data. Our team helps unify and map your performance, QA, WFM, and CX data into one system so you don’t have to solve everything before getting value. Getting your call center data organized is one of the biggest benefits of starting with AmplifAI.
Will agents be able to see their own performance without waiting on a manager?
Yes. AmplifAI gives agents instant access to their own performance data — no need to wait for reports or summaries. Everyone knows where they stand, what’s improving, and where to focus next.
What types of call center performance management software does AmplifAI replace?
AmplifAI replaces the need for separate point solutions across performance analytics, quality management, coaching, gamification, and speech analytics. Instead of managing disconnected tools that each generate their own dashboards and reports, AmplifAI unifies all of those capabilities into one AI-powered platform operating from a unified data foundation across QA, WFM, CRM, CCaaS, and homegrown systems. The result is fewer tools, less manual reconciliation, and a single source of truth for every role.
How does AmplifAI compare to other call center performance management software vendors?
Most call center performance management software falls into one of three categories: point solutions that handle a single function like performance analytics dashboards, QA, or WFM, CCaaS-bundled modules that add visibility within an existing ecosystem but only operate on their own data, and end-to-end performance management that connects all data into a single AI-ready layer. AmplifAI is the only end-to-end vendor that integrates QA, coaching, gamification, CX intelligence, and performance management into one system with 150+ data source integrations and AI-powered next best actions for every role. Explore detailed vendor comparisons in our call center performance management software guide.
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