Call Center Quality Assurance and Auto QA Software
Smarter AQM that improves agents, teams and CX automatically
With AmplifAI, quality doesn’t stop at the score. Auto QA (AQA) and AQM identifies what needs attention, and AI delivers the right actions to improve agents, teams, and the customer experience.
Replace manual QA with Auto QA across all channels
Centralize all your customer engagements from surveys to calls, emails, chats to AI Agent interactions. Automate as much as you want using specific evaluation forms and logic built for each use case.
You shouldn’t need to water down your quality scoring because of system limitations. You get full coverage, better trend visibility, and more time back for reviewers to focus on what needs deeper attention.
We were only scoring a tiny fraction of our calls. Now we’re seeing trends we never had access to before—and we didn’t need to hire more analysts to get there"
Director of Quality
Credit Card Services, Top 5 credit card company
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Act on QA scores and interaction insights automatically
Quality scores aren’t useful unless they lead to change. With AmplifAI, evaluations feed into the same workflows that power coaching, follow-ups, and positive agent recognition.
Leaders can spot trends across survey insights, sentiment, and evaluation scores, while the system prompts action on specific agent behaviors to address a single customer experience.
Our team leads no longer need to dig through spreadsheets or wait for QA results. The insights are already there—organized, accurate, and ready to act on."
VP Operations
Retail & E-Commerce Division
Run your entire QM program from one centralized platform
One-size-fits-all QA doesn’t work across support, sales, and collections. AmplifAI gives every team flexible evaluation customization and access to multiple forms including by channel, partner, or function so they can run quality their way.
Calibration, escalations, and reporting stay connected across the platform, so scale never comes at the cost of consistency.
AmplifAI Quality Assurance and Quality Management Features and Capabilities
AmplifAI delivers Auto QA scoring across 100% of interactions, calibration workflows, quality-driven coaching triggers, compliance monitoring, and flexible evaluation forms as part of an end-to-end quality assurance and quality management platform built on 81 features across 7 integrated software categories including performance management, CX intelligence, AI-enabled coaching, and gamification.
AmplifAI Call Center Quality Assurance and Quality 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 quality assurance software, Auto QA, automated quality management, compliance, and getting started.
Why are we collecting so much QA data but still not seeing improvement?
Because insights alone don't change behavior. Without clear follow-up action, QA data gets stuck in dashboards. AmplifAI call center quality assurance software connects QA scores directly to coaching triggers and recognition workflows, closing the gap between insight and improvement.
How does AmplifAI’s call center quality assurance and compliance capabilities compare to other vendors?
AmplifAI combines automated QA with built-in coaching, performance insights, and compliance support. Unlike QA tools that only score interactions, AmplifAI helps improve the behaviors that drive Quality Scores, CSAT, and NPS.
How can we ensure our QA scores are consistent across evaluators and teams?
Inconsistent QA scoring causes agent frustration and erodes trust. AmplifAI's quality management workflows support calibration, AI + human scoring comparisons, and transparent criteria so teams stay aligned and QA evaluations stay fair.
Why does QA feel disconnected from the rest of the contact center?
When QA sits in a silo, it can't influence CX, sales, or efficiency. AmplifAI unifies QA data with performance, coaching, and CX insights so quality drives improvement across the entire operation, not just on a scorecard.
Why does QA take so much time to manage?
Manual evaluations, data pulls, and calibration prep eat up hours every week leaving little time for actual improvement. AmplifAI Auto QA automates interaction scoring, calibration prep, and data pulls, freeing up your team to focus on what matters: improving agent performance and customer outcomes.
What if I can’t send customer data to the cloud for Auto QA?
With AmplifAI, you don’t have to. Our platform can deploy Auto QA inside your own environment—ensuring that customer data stays within your secure walls. You get complete control over compliance while benefiting from powerful AI insights on performance, quality, and coaching.
How does AmplifAI support QA compliance requirements?
AmplifAI helps teams meet regulatory and internal compliance standards through automated compliance evaluations, customizable QA scorecards, 100% interactions scoring, and secure deployment options.
In fact, AmplifAI was featured in the 2026 CMP Research Prism for Automated QA/QM, highlighting our commitment to accuracy, security, and compliance across live and automated channels.
Does AmplifAI offer AQA (Automated Quality Assurance) and AQM (Automated Quality Management)?
Yes, AmplifAI provides comprehensive automated quality assurance (AQA) and automated quality management (AQM) capabilities. AmplifAI automatically scores 100% of customer interactions using AI, eliminating the limitations of manual sampling. AmplifAI identifies coaching opportunities, tracks quality trends, and triggers workflows based on quality scores - all without manual intervention.
AmplifAI's AQA/AQM solution integrates directly with your existing tech stack, pulling interaction data from any source and applying consistent quality standards across all channels. Unlike traditional QA that reviews 1-2% of calls, AmplifAI's automated approach ensures no critical interaction goes unreviewed.
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