AmplifAI Quality Assurance transcribes and evaluates customer interactions, linking quality findings to coaching, performance, and recognition workflows. It covers voice, chat, email, surveys, and AI agent interactions, with automated evaluation intended to replace manual sampling. Routine contacts can be scored automatically, while complex cases can be sent for human review. Teams can use customizable evaluation forms, calibration workflows, QA reporting, and dispute and appeal trails. Low scores or automatic failures can trigger coaching; standout interactions can prompt recognition. The platform analyzes sentiment, intent, topics, and behavior to surface trends and root causes, and checks for compliance gaps and risky behavior. Its AI-agent reviews address resolution, compliance, and customer experience. AmplifAI describes more than 150 data-source integrations, including Five9, Genesys, NICE CXone, Salesforce, Zendesk, and Calabrio. The company says it redacts sensitive information before AI processing, encrypts data in transit and at rest, and does not retain call recordings long-term. Pricing is on request, and the product pages direct prospective customers to request a demo.
Who it is for
AmplifAI Quality Assurance is aimed at QA analysts, team leaders, BPO partners, and quality leaders who manage customer interactions. It may suit teams seeking automated evaluation alongside coaching and calibration workflows.
What is good
- Scores interactions across voice, chat, email, and AI agents.
- Complex interactions can be flagged for human review.
- Low scores can trigger coaching workflows.
- Supports cloud-first, on-premise, and private-cloud deployment.
What to know first
- Pricing is available only on request.
- Full version requires booking a demo.
- Deployment options may require customer-specific infrastructure.
Verdict
The platform connects automated interaction scoring with calibration, coaching, recognition, and compliance review. Prospective customers need to request a demo and pricing details.
Compared on call center speech analytics software
- Coaching workflows
- Yes
- AI-assisted scoring
- Yes
- Calibration tools
- Yes
- Compliance reviews
- Yes
- QA channels
- omnichannel
