AmplifAI
Procurement partnerAbout
AmplifAI is an AI-native contact center performance and CX management platform that unifies data from 150+ structured and unstructured sources including voice, chat, CRM, QA, and WFM systems into a single AI-ready layer. The platform delivers automated quality assurance, AI-enabled coaching, performance management, customer analytics, and gamification across human agents, AI agents, and blended workforces. Over 10,000 teams use AmplifAI to improve sales conversion, customer satisfaction, agent r...
Details
VenSearch Intelligence
Ideal Customer
- AmplifAI's sweet spot is mid-market to large enterprise contact centers, typically with 100 to tens of thousands of agents, including global BPOs managing multi-client programs.
- The platform is specifically built for enterprises and BPOs managing complex, multi-site, multi-vendor, or hybrid human-and-AI workforces where performance data is fragmented across many systems.
Key Differentiators
- AmplifAI differentiates itself by being the only platform that governs both human agents and AI agents to a single unified performance standard — scoring 100% of interactions across all channels, connecting QA findings directly to coaching actions, and applying the same performance management rigor to chatbots and voice bots as to live agents.
- Its patented AI engine uses high-performer persona modeling to generate prescriptive next best actions for every role from agent to executive, and its Coaching Effectiveness Index (CEfx) ties each coaching session to the KPI movement it produced — a capability competitors do not publicly replicate.
Industries Served
- AmplifAI serves financial services (banks, fintechs, credit unions, and insurance), healthcare (payers, providers, and pharmacy support), retail and e-commerce, BPOs and outsourcers, travel/tourism/hospitality (hotels, airlines, theme parks), and communications/media/technology (telecom, media, and tech support).
- The platform is also used in legal, real estate, transportation, utilities, and energy sectors according to partner listings.
Service Coverage
- AmplifAI operates globally, with physical offices in Plano, TX (headquarters), Miami, FL, and Hyderabad, India, and employees across North America, Asia, and Europe.
- The platform is deployed on Microsoft Azure, AWS, and GCP with data region-locking to specific geographic locations, supporting international operations.
Partnerships
- AmplifAI has a formal partner program with tiers including Strategic, Master Agent, and Referral, offering recurring monthly SaaS commissions, deal registration, and co-marketing support across Channel Partners, Alliance Partners, Integration Partners, and Academic Partners.
- Its most significant announced partnership is with TTEC (April 2026), where AmplifAI powers TTEC Perform™, TTEC's proprietary AI-enabled performance ecosystem deployed across TTEC's global enterprise client base.
Company Size & Ownership
- AmplifAI was founded by Sean Minter (founding date cited variously as 2014–2018 across sources, with 2014–2016 most common in funding databases) and is headquartered in Plano, TX.
- As of April–May 2026, the company has approximately 157–158 employees across its three global offices.
Compliance & Certifications
- AmplifAI is ISO 27001 compliant, HIPAA compliant, PCI-DSS compliant, GDPR compliant, and ARC-AMPE compliant, covering the major frameworks required by healthcare and financial services enterprises.
- The platform is built on Microsoft Azure and supports deployment inside a customer's own cloud infrastructure with geographically locked data regions.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
10 offeringsAI Agent Performance & Governance
AmplifAI scores 100% of conversations across chatbots, voice bots, and AI agents on scorecard variants weighted for automated interactions, applying metrics such as goal completion, hallucination and fabrication checks, answer grounding, escalation appropriateness, and resolution durability. The platform tracks the complete customer journey across AI and human channels, connecting handoff scoring to live agent performance on one unified view. It provides vendor-agnostic governance, guardrails, and independent vendor scorecards to replace self-reported vendor quality metrics.
AI Simulations
AmplifAI AI Simulations provide AI-powered role-play and practice simulations for agent onboarding and upskilling, integrated as part of the AI-enabled coaching workflow. Simulations are built from evaluated interaction data and benchmarked against high-performer personas so agents practice realistic scenarios tied to their actual performance gaps. The feature is part of the broader AmplifAI coaching platform and feeds debrief scorecards into subsequent person-to-person coaching sessions.
AI-Enabled Coaching
AmplifAI identifies and ranks coaching opportunities by likely KPI impact, builds AI-written session plans from agent performance data, and delivers prescriptive next best coaching actions to team leaders. The platform measures coaching effectiveness through the Coaching Effectiveness Index (CEfx), which ties each session to the KPI movement it produced, and includes coach-the-coach actions to develop team leaders. Features include AI notes and summaries, behavior-based coaching, multi-metric coaching forms, micro learnings, and a searchable coaching library.
Auto QA, QM & Conversation Intelligence
AmplifAI automatically transcribes and scores 100% of interactions across voice, chat, email, and AI agent channels using customizable evaluation forms, replacing manual sampling. The platform includes calibration workflows to keep evaluators and BPO partners scoring consistently, compliance monitoring, auto-fail detection that triggers immediate coaching actions, and conversation intelligence that surfaces sentiment, intent, and behavioral themes behind quality scores. Quality findings connect directly to coaching, recognition, and performance workflows.
Contact Center AI
AmplifAI's patented contact center AI engine turns unified performance, interaction, and customer data into predictions, next best actions, and automation for frontline teams. It uses high-performer persona modeling to identify top behaviors and build profiles, then compares team members against those profiles to detect gaps and recommend individual coaching or recognition actions. The engine powers next best actions across coaching, quality management, performance tracking, recognition, and gamification for every role from agents to executives.
Customer Analytics & Insights
AmplifAI analyzes 100% of customer interactions across voice, chat, email, and social channels alongside surveys and QA evaluations to surface contact reasons, sentiment patterns, and emerging trends. The platform generates predictive CSAT and NPS scores on all interactions, categorizes contacts into multi-level reason trees, analyzes open-text survey commentary, and provides real-time CX trend detection and alerts. Findings route automatically into coaching, quality, and performance workflows.
Data Integration
AmplifAI connects to 150+ cloud, on-premise, and homegrown contact center data sources including CCaaS, CRM, WFM, QA, survey, and voice analytics systems, unifying structured and unstructured data into one AI-ready layer. The platform normalizes metric definitions across systems, syncs organizational rosters and hierarchies, and supports BPO partner data alongside internal teams on one data model. A dedicated customer success team manages onboarding and ongoing configuration.
Gamification, Recognition & Incentives
AmplifAI builds data-driven contests, generative AI recognition, and incentive tracking into daily contact center workflows, with performance-based leaderboards, cohort segmentation for fair competition, and real-time standings on agent dashboards. Gen AI recognition generates personalized acknowledgment messages triggered by KPI movement, behavioral milestones, and post-coaching commitment fulfillment, reaching remote agents and night shifts automatically. Incentive management connects target setting, performance monitoring, leader approval, and automated payout with auditable export files.
Max, the AmplifAI AI Coach
Max is an AI coaching simulation tool that runs evidence-grounded practice sessions with agents between customer interactions, drawing from the agent's last 100 evaluated calls. It plays the agent's call moments side by side with a matched high performer, conducts live role-play, and scores the practice session with a debrief that sets up the next person-to-person coaching session. Max handles tactical practice drills so that protected human coaching time focuses on judgment and development.
Performance Management
AmplifAI unifies performance data from QA, WFM, CRM, CCaaS, and survey systems into role-based dashboards for agents, team leaders, managers, and executives, delivering AI-recommended next best actions based on performance gaps and business priorities. The platform supports multiple team focal points including sales conversion, CSAT and first contact resolution, and collections compliance on one unified data layer. It includes intraday performance tracking, historical trend analysis, high-performer persona modeling, flexible scorecards, and BPO partner management.
Considering AmplifAI?
Our team will work with you to determine if AmplifAI is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.