CASE STUDY
How a leading national home improvement retailer built its enterprise performance layer
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Retail AmplifAI Contact Center AI Software
Scale high-performing CX with AI-driven actions
AmplifAI delivers AI-driven next best actions for every role, from agents to supervisors to QA leaders. AmplifAI identifies performance gaps, learns from high performers, and recommends the coaching, recognition, and quality actions that drive measurable improvement across your contact center.
Powering the best in CX
AmplifAI Contact Center AI Use Cases
AI-driven actions from leadership priorities to every role
AmplifAI Turns Leadership Priorities into Next Best Actions
AmplifAI combines leadership priorities with high-performer insights to generate the next best action for every team member. AmplifAI runs in the background, identifying who needs coaching, what to address, and exactly what action to take, so performance keeps improving across your contact center.
Leadership priorities guide the actions recommended to each team member.
High-performer insights identify the behaviors behind stronger results.
AmplifAI identifies who needs coaching, what to address, and what action to take.
AmplifAI Learns from Your Top Performers and Scales What Works
Once the data is in place, AmplifAI learns from your high performers. Whether you're focused on patient service, collections, or sales, AmplifAI identifies top behaviors and skills tied to success and builds high-performance personas based on what's working. AmplifAI uses these models to compare, detect gaps, and recommend what each person needs to improve.
Identify top behaviors and skills tied to success in each program.
Build high-performance personas from what is working.
Compare performance, detect gaps, and recommend individual improvements.
AmplifAI Powers AI-Driven Actions from Your Unified Data Foundation
AmplifAI brings together structured and unstructured contact center data from voice, chat, QA, CRM, surveys, and more into one unified system. With a clean, connected foundation, AmplifAI doesn't just analyze, AmplifAI acts. Coaching, Auto QA, recognition, and performance management all run on the same AI-ready data layer from day one.
Bring voice, chat, QA, CRM, surveys, and other contact center data into one system.
Run coaching, Auto QA, recognition, and performance management on the same AI-ready layer.
Connect analysis to actions across the contact center.
AmplifAI Optimizes Actions for Every Role
AmplifAI provides performance insights and delivers the best actions to agents, supervisors, quality managers, directors, and CX leaders.
Agents and supervisors receive actions suited to their performance priorities.
Quality managers and directors work from the same connected insights.
Performance management, coaching, Auto QA, CX intelligence, recognition, and gamification share one platform.
AmplifAI Contact Center AI Capabilities
AmplifAI Contact Center AI Features and Capabilities
AmplifAI delivers patented next best action AI, high performer persona modeling, generative recognition, AI coaching plans, and Auto QA co-pilot as part of an end-to-end contact center AI platform built across performance management, automated QA, CX intelligence, AI-enabled coaching, and gamification.
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.
| 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. |
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.
| 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. |
AmplifAI Contact Center AI FAQ
Frequently asked questions.
Common questions about AmplifAI contact center AI software, AI readiness, next best actions, and how AmplifAI's AI compares to other contact center AI platforms.
Is AmplifAI Right for Contact Centers That Haven't Started with AI Yet?
Yes. Many contact center teams feel overwhelmed by scattered data and a lack of structure. AmplifAI begins by organizing your data, connecting it to the people and roles that need it, and turning it into actions one step at a time. AmplifAI does the work for you building the AI-ready foundation during implementation, so your team doesn't need everything figured out before getting started.
Can AmplifAI Build Coaching and QA Structure from Scratch?
Yes. AmplifAI builds structure around performance even if your contact center doesn't have centralized coaching or QA processes in place. AmplifAI's contact center AI software standardizes coaching, scales Auto QA, and creates consistency across teams and partners, all while using AI to accelerate what works best.
How Is AmplifAI Different from Customer-Facing AI Tools Like Chatbots?
Chatbots and other customer-facing AI tools are designed to interact with your customers. AmplifAI is employee-facing AI that supports and improves the people, and AI agents doing the work. AmplifAI identifies performance gaps, learns from high performers, and recommends next best actions for agents, coaches, and leaders. Learn more about the types of contact center AI software.
Can AmplifAI's AI Be Aligned to Specific Business Priorities?
Yes. AmplifAI uses a leadership-defined scorecard framework where you control which metrics matter most. AmplifAI uses those priorities to guide every recommendation, so the actions your managers and agents receive are always aligned to your goals.
What Types of Contact Center AI Does AmplifAI Deliver?
AmplifAI delivers leader-facing and agent-facing AI that runs on unified contact center data. AmplifAI's AI powers next best actions for coaching, quality management, performance tracking, recognition, and gamification. Every AI recommendation is driven by performance data from QA, WFM, CRM, CCaaS, and homegrown systems on one unified layer. Explore how different types of contact center AI compare in our contact center AI software guide.
How Does AmplifAI Compare to Other Contact Center AI Software?
AmplifAI is the only contact center AI software that unifies all structured and unstructured data including CCaaS, CRM, WFM, voice, chat, and surveys into a single AI-ready layer, then uses generative AI to deliver role-based next best actions across coaching, quality, recognition, and performance management. AmplifAI's AI recommendations are based on the full picture across every data source, every role, and capability. Explore detailed vendor comparisons in our contact center AI software guide.
What Industries Does AmplifAI Support?
AmplifAI powers contact centers across every industry with frontline customer-facing teams and AI agents. AmplifAI configures every AI capability including 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.
Why AmplifAI for Contact Center AI
Contact center AI built for measurable action
AmplifAI connects unified data to performance management, coaching, quality, and customer insights across enterprise contact centers.
AmplifAI Recognition
Named a leader in automated QA and an award-winning automation solution
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, 2026
CMP Research names AmplifAI a Leading provider in its 2026 Prism report for Automated Quality Assurance and Quality Management, the analyst evaluation CX leaders use to shortlist QA/QM vendors.
AmplifAI Guided Demo
See How AmplifAI Contact Center AI Works
Watch how AmplifAI identifies performance gaps, learns from high performers, and delivers next best actions for coaching, quality, recognition, and performance management from your unified data foundation.
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 Talk to AmplifAI
AmplifAI your CX 30 minutes today can extend your contact center capacity by 30%.
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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.