AmplifAI Solutions for Every Organization
FOUNDATION
- Data Integration
- Unifies structured and unstructured data from 150+ cloud, on-premise and homegrown sources (CCaaS, CRM, WFM, QA, survey, chat, IVR) via API, SFTP, SQL and Snowflake connections. On-premise and behind-the-firewall support.
- Contact Center AI
- The patented engine that turns performance, interaction and constituent data into predictions and next best actions for every role.
PRODUCT CORES
- Auto QA, QM & Conversation Intelligence
- Scores 100% of calls, chats and emails against your own evaluation forms. Auto-fail triggers, calibration workflows, and compliance monitoring for disclosures, identity verification and scripted requirements. Transcription and searchable transcripts.
- Performance Management
- One view of performance across sites, programs and vendors. Role-based dashboards for agents, supervisors, QA and leadership. Flexible scorecards. BPO and multi-vendor management with independent scorecards built from your data.
- AI-Enabled Coaching
- AI-recommended next best coaching actions, coaching forms, commitment tracking and the Coaching Effectiveness Index. Max AI Coach for simulation-based practice (early access).
- Customer Analytics & Insights
- Contact reason and intent analysis, sentiment and root cause, survey commentary analysis, trend detection and alerts, and natural-language questions over your transcripts.
- Gamification, Recognition & Incentives
- Data-driven contests, leaderboards, AI-generated recognition and incentive tracking tied to the metrics you already measure.
- AI Agent Performance & Governance
- Scores chatbot, voice bot and IVA conversations on the same standard as live teams, with scorecard variants tuned to each workforce. Scores the handoff between AI and human agents, with independent vendor comparison. AI agent guardrail and policy controls are on the roadmap.
