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 Customer Analytics and Intelligence Software
Understand Why Customers Contact You, and What to Do About It
AmplifAI analyzes 100% of customer interactions across voice, chat, email, and social, alongside surveys and QA evaluations, to surface the contact reasons, sentiment patterns, and emerging trends hiding in your data, routing findings into coaching, quality, and performance workflows, raising CSAT, NPS, and resolution rates.
Customer Analytics
AmplifAI Is Trusted by Top Enterprises, BPOs, and CX Teams
AmplifAI Customer Analytics Use Cases
From contact reasons to customer intelligence and action
AmplifAI Categorizes Contacts Into Multi-Level Reason Trees
AmplifAI listens to 100% of interactions and categorizes contacts into multi-level reason trees, replacing the dropdown lists agents rush through with AI-generated contact reasons connected to CSAT, NPS, handle time, and resolution metrics.
AI categorizes 100% of interactions into multi-level contact reasons.
AmplifAI ranks the contact reasons driving negative CSAT, long handle times, and repeat contacts.
Drill-downs trace metric movement to the root cause at the subtopic level.
AmplifAI Detects Volume Spikes, Sentiment Shifts, and Rising Topics in Real Time
AmplifAI monitors your CX data continuously, with CX trend detection and alerts routing volume spikes, sentiment shifts, and rising topics to CX leaders across channels, sites, and BPO partners.
Real-time trend detection includes AI-generated summaries explaining what changed and why.
Performance heat maps span lines of business, channels, and vendor sites.
Volume spike alerts fire when a contact type surges, before it overwhelms your queues.
AmplifAI Predicts CSAT, NPS, and Churn Risk From the Conversation
AmplifAI generates predictive CSAT and NPS scores on 100% of interactions by analyzing the conversation, layering repeat contact detection, escalation tracking, churn risk scoring, and customer effort measurement onto one interaction record.
Predictive CSAT and NPS scores cover 100% of interactions, including the 95% no survey measures.
Repeat contact rates, escalation tracking, and commitment fulfillment update automatically.
Churn risk scoring flags at-risk customers for proactive follow-up.
AmplifAI Analyzes Survey Commentary and Routes Findings to Operational Teams
AmplifAI categorizes open-text survey comments by challenge type, including customer service issues, shipping problems, and product quality concerns, creating actions for teams outside the contact center, routing a shipping trend to logistics and a product defect to engineering.
AI sorts survey commentary into themes and connects them to CSAT, contact volume, and resolution metrics.
CRM cases and tasks auto-generate for non-contact-center teams from survey trends.
Survey data combines with conversation analytics to validate contact reason and sentiment findings.
AmplifAI Turns CX Intelligence into Actions Across QA, Coaching, and Performance
AmplifAI routes analytics findings into performance workflows, a root cause becomes a coaching action, a quality theme turns into a rubric update, and a standout pattern earns recognition.
CX intelligence findings open coaching and follow-up actions in the performance workflow.
Quality themes feed rubric and calibration updates.
Task management tracks routed actions to completion.
AmplifAI Customer Analytics Capabilities
AmplifAI CX Analytics Features and Full Platform Capabilities
AmplifAI CX Analytics and customer intelligence software connects contact reason analysis, predictive NPS, sentiment and root cause analysis, customer journey insights, survey commentary analysis, and CX trend detection into one customer intelligence layer for analysts, quality teams, CX leaders, and executives.
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.
| 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. |
These are the capabilities connected to Customer Analytics. Explore the full AmplifAI capability map to see how each solution connects across CX and performance management.
See all solutionsAmplifAI Customer Analytics FAQ
Frequently asked questions.
Answers for CX leaders evaluating AmplifAI for analytics, intelligence, and insights across customer interactions.
Can AmplifAI Answer Custom Questions Across Customer Data?
Yes. AmplifAI's AI front end accepts natural language questions across your connected data, such as ‘Which call topics had the lowest NPS?’ or ‘How many customers with a 1-star survey score called about shipping delays?’ AmplifAI links survey results, call reasons, QA data, and performance metrics so you get contextual answers in seconds.
How Is AmplifAI Customer Intelligence Different from BI Dashboards?
BI dashboards show trends. AmplifAI's customer intelligence tells you what's driving them and what to do next across CX, compliance, and performance teams. AmplifAI is a dynamic AI layer that explores patterns, pinpoints root causes, and automatically triggers the right coaching, quality, and CX actions based on what the data reveals.
How Does AmplifAI Connect Customer Data Across Sources?
AmplifAI builds an AI-powered knowledge graph that maps relationships across your customer experience data, linking NPS, sentiment, call reasons, survey verbatims, and agent metrics. AmplifAI delivers customer intelligence that reflects the full context of every interaction rather than isolated data points from disconnected tools.
What Types of Customer Insights Software Does AmplifAI Replace?
AmplifAI replaces the need for separate VoC survey tools, standalone conversation intelligence vendors, and internal BI dashboards by unifying all customer data into a single AI-ready layer. AmplifAI delivers unified customer intelligence that connects discovery to action across QA, coaching, performance, and CX workflows. Explore how different types of customer insights software compare in our customer insights software guide.
How Is AmplifAI Customer Intelligence Different from Standalone Speech Analytics?
Speech analytics tools analyze voice interactions for sentiment, topics, and compliance. AmplifAI's customer intelligence layer connects speech analytics data with QA scores, survey results, CRM records, and performance metrics into one unified system. Insights from conversations feed directly into coaching triggers, quality workflows, and next best actions for every role. Compare speech analytics vendors in our call center speech analytics software guide.
How Does AmplifAI Connect Customer Intelligence to QA and Coaching?
AmplifAI connects customer intelligence directly to QA and coaching workflows. When AmplifAI identifies a friction point like a spike in negative sentiment around a specific call reason, that insight automatically triggers a QA review, a coaching action, or a recognition event for agents handling it well. AmplifAI creates a closed loop where customer feedback drives the specific actions that improve outcomes.
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.
AmplifAI Recognition
Named a leader in automated QA and an award-winning automation solution
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 Customer Analytics Demo
See AmplifAI Customer Analytics and Intelligence Software in Action
See how AmplifAI analyzes 100% of interactions, maps contact reasons and trends, generates predictive CX metrics, and turns insights into coaching, quality, and recognition actions.
Emerging Trends Detected 2 new patterns
Prior Authorization: Portal Status Stuck on "Pending" New +121% 31this week14prior62total "The prior authorization for their MRI has shown 'pending' in the portal for eleven days." Common plans:HMOPPOMedicare Advantage
Pharmacy: Denials After Formulary Change +45% 24this week16prior57total
Why customers call
size = volume · X = sentiment · Y = resolved
Talk to AmplifAI
See what’s hiding in your customer data, with AmplifAI
Turn 100% of your customer interactions into contact reasons, root causes, predictive CX metrics, and automated coaching actions.
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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.