Call center gamification software should do more than just make work “fun.” If it’s not tied to performance coaching, real-time feedback, and operational goals, it’s just another feature collecting dust.
Many contact centers introduce leaderboards, rewards, and challenges hoping to improve engagement, only to realize the novelty wears off fast.
Without a data-driven approach, gamification turns into a short-lived morale booster instead of a real driver of agent performance and retention.
Simply adding gamification to your tech stack won’t solve deeper challenges like agent engagement or high turnover. Without a thoughtful strategy, even the most advanced gamification elements miss the mark.
Gamification works best when it’s data-driven, backed by coaching, AI-driven insights, and meaningful performance tracking.
That’s the approach we took when evaluating the best call center gamification software, focusing on platforms that meet the criteria of not only engaging agents but also improving performance, retention, and customer experience holistically.
In this software guide we'll be covering:
- What is Contact Center Gamification Software
- The Science Behind Gamification
- Why Gamify Your Call Center
- Benefits of Gamification in the Contact Center
- Shortcomings of Gamification in the Contact Center
- Features of the Best Call Center Gamification Software
- Criteria for Call Center Gamification Software
- Best Call Center Gamification Software of 2025
Here's a preview of the call center gamification software solutions.
Best Call Center Gamification Software 2025
This guide was recently updated to reflect the latest trends in call center gamification and ensure our recommendations are aligned with 2025's most effective software solutions.
Before we dive into the full reviews of each call center gamification software, let's cover gamification's meaning and impact in the contact center environment.
What is Call Center Gamification Software?
Call center gamification software brings game-like mechanics like points, badges, leaderboards, and competitions into the contact center environment. The goal is to make everyday tasks more engaging and motivating to boost productivity, morale, and customer service quality.
The Science Behind Gamification
Gamification works because it taps into our brain's reward system. (1)
When done well, gamification triggers the release of dopamine, a neurotransmitter associated with pleasure. This positive feedback loop encourages agents to keep engaging with gamified tasks, leading to improved performance. (2)
Gamification also fosters a sense of accomplishment and healthy competition, further motivating agents to strive for excellence.
Why Gamify Your Call Center
Gamifying your call center is a decision that needs to be considered with your overall contact center objectives. When done correctly, Gamification significantly enhances agent engagement, and improves key performance indicators like Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
The true value of gamification lies in its ability to transform mundane tasks into engaging experiences.
Agent attrition is costly, with the average cost of losing an agent being $10,000+ according to industry estimates.
Benefits of Gamification in the Contact Center
Gamification, when applied strategically, empowers contact center leaders to drive engagement, reinforce learning, and create measurable improvements across teams. It adds structure to coaching, clarity to recognition, and energy to day-to-day performance.
The right gamification software equips contact center leaders with the tools needed to motivate, and engage their teams.
7 Benefits of Gamification Software in Your Contact Center
Shortcomings of Gamification in the Contact Center
While gamification has its benefits, relying solely on gamifying without integrating it into a broader performance management framework will not deliver the comprehensive improvements you're looking for. While highly important, we consider gamification and recognition to be a tool in the contact center leaders arsenal but not the totality of what drives overall contact center productivity.
Consider the pros and potential cons of gamification carefully. Use a gamification software is part of a holistic approach to improving the agent experience.
7 Shortcomings of Gamification Software in Your Contact Center
Features of Call Center Gamification Software
The best contact center gamification platforms include features designed to engage agents, align with KPIs, and power coaching workflows.
Top Features to Look for in Call Center Gamification Software
These are the must-have features that separate high-impact platforms from surface-level point systems.
Criteria for Call Center Gamification Software
To drive real performance improvement not just morale boosts, gamification needs to go beyond points and badges. The best gamification software platforms combine coaching, data, and behavioral science to create lasting performance change.
Top 10 Call Center Gamification Software Evaluation Criteria
The Best Call Center Gamification Software Reviewed (2025)
The best call center gamification software we've selected to review embody a more holistic approach to enhancing agent performance and your overall call center operation. The software providers we've featured here have impressive technology and great teams backing them.
It wasn't easy to decide on the order, the ones with the most 'complete' contact center gamification capabilities are closer to the top.
AmplifAI takes call center gamification to the next level. Holistic agent development and AI-driven insights sets it apart from traditional gamification tools. With advanced role-based dashboards, High Performer Personas, and seamless data integration, AmplifAI empowers agents and leaders to achieve substantial improvement across all key call center metrics (KPI's).
Key Features
- 100% Data Unification: AmplifAI is the only call center gamification software that unifies data to power AI-driven gamification and recognition.
- Gamified Learning: AmplifAI integrates gamification with its robust coaching engine.
- AI-Enabled Coaching: AmplifAI uniquely leverages AI to personalize coaching, using High Performer Personas to deliver tailored guidance.
- Data-Driven Insights: AmplifAI's role-based dashboards offer transparency and actionable insights for agents, team leaders, managers, and executives.
- Customer Support: AmplifAI customer support team are all contact center leaders, going beyond just integration, ensuring ongoing alignment with your business goals and operational needs.
Ideal for
- Call centers committed to data-driven improvement and focused on a single solution for overall contact center performance management.
- Organizations that prioritize agent development, retention, and lasting skill enhancement alongside immediate performance gains.
- Call centers with complex data environments or those seeking a highly adaptable solution.
Considerations
AmplifAI's sophisticated capabilities especially in the areas of data integration, role-based performance intelligence, quality assurance, AI enabled coaching, agent engagement, and emphasis on holistic performance transformation make it an exceptional choice for call centers serious about driving substantial, long-term results across all areas of your contact center.
Distinctions
AmplifAI's industry-leading Generative AI has earned it recognition as a 2024 Gartner Cool Vendor. AmplifAI's impressive 4.8-star rating, 200,000+ users, impressive roster of 150+ brands and BPOs make AmplifAI the top choice on our list for the best Call Center Gamification Software.
LevelEleven is designed to boost sales and service performance through targeted gamification. Its focus on leaderboards, contests, instant recognition, and goal-driven metrics makes it a strong choice for environments where driving sales results is paramount.
Key Features
- Sales-Driven Gamification: LevelEleven tailors its gamification features (leaderboards, contests, etc.) specifically to sales and service KPIs.
- Real-Time Performance Recognition: LevelEleven excels at highlighting individual and team achievements.
- Strategic Motivation Tools: LevelEleven empowers managers to create incentives, challenges, and recognition programs aligned with specific sales and service goals.
Ideal For
- Call centers with a primary emphasis on sales performance and immediate results.
- Environments where competition and real-time recognition are strong motivators for teams.
- Organizations seeking to enhance sales processes and drive specific service metrics.
Considerations
LevelEleven offers an effective gamification toolkit for sales-focused call centers. Organizations looking to boost performance beyond core sales metrics, or those seeking a holistic solution that emphasizes agent development alongside sales goals, may want to explore platforms with a broader suite of features and deeper analytics capabilities.
Mambo.io positions itself as a pure play gamification platform, providing a wide array of tools to enhance engagement through customized experiences. Mambo's focus on flexibility and its extensive API integration capabilities make it a potentially good fit for organizations comfortable with a more technical, hands-on approach.
Key Features
- Extensive Gamification Toolkit: Mambo.io offers a robust suite of gamification features, including leaderboards, challenges, rewards, and more.
- API-Driven Integration: Mambo.io's emphasis on APIs allows for deep integration with existing systems.
- Customization: Mambo.io provides customizable elements, allowing for gamification strategies tailored to specific goals and user behaviors.
Ideal For
- Technically savvy organizations seeking granular control over gamification implementations.
- Call centers with the resources for custom integration and ongoing optimization of gamification features.
- Environments where gamification is the primary focus, with less emphasis on integrated coaching and data analytics.
Considerations
Mambo.io offers extensive customization and flexibility, a significant advantage for tech-savvy call centers. However, this flexibility may lead to complexity. Success with this platform often depends on having strong technical expertise or dedicated IT support for setup and ongoing optimization.
Ambition excels at driving a competitive, sales-focused environment, leveraging gamification to boost key sales metrics. Its robust dashboards, contests, achievement notifications, and real-time recognition features are designed to ignite a high-energy, results-driven culture within your sales teams.
Key Features
- Sales-Centric Gamification: Ambition's leaderboards, competitions, and achievement-based rewards system are tailored to motivate sales teams.
- Performance Tracking: Ambition provides sales managers with the tools to track KPIs, identify trends, and measure the impact of gamification initiatives. While its analytics are robust, they primarily focus on sales targets.
- Customizable Coaching Programs: Ambition offers sales coaching capabilities, allowing managers to provide feedback and tailor programs to individual needs. However, its coaching features may be less comprehensive than platforms built with a broader focus on agent development.
- CRM and Sales Tool Integration: Ambition is designed to work seamlessly with popular CRM platforms, streamlining the tracking of sales activity and gamification data.
Ideal For
- Call centers with a strong emphasis on sales performance and a desire to boost individual agent productivity.
- Organizations with existing sales-focused CRM systems seeking to enhance motivation and engagement.
- Teams that thrive in a competitive environment driven by real-time metrics and recognition.
Considerations
Ambition is a powerful tool for sales-driven call centers. Organizations looking to improve performance across a wider range of customer experience metrics, or those prioritizing holistic agent development with long-term skill-building, may want to explore platforms that offer a broader suite of features alongside their core sales-focused gamification tools.
Centrical provides a holistic gamification solution for call centers seeking to enhance agent engagement, performance, and overall operational efficiency. Its blend of gamification, personalized learning, and AI-powered analytics aims to foster a culture of continuous development and improvement.
Key Features
- Holistic Gamification: Centrical goes beyond basic leaderboards, integrating gamification into daily tasks and routines to create a more engaging and motivating work environment.
- Personalized Learning: Centrical's adaptive microlearning modules are tailored for individual development, focusing on continuous skill-building.
- AI-Driven Insights: Centrical leverages AI to provide insights on performance patterns and trends.
- Adaptability: Centrical's flexibility makes it suitable for call centers of various sizes.
Ideal For
- Call centers prioritizing a well-rounded approach to agent engagement and skill development with a key focus on Gamification.
- Organizations seeking to improve operational metrics through a combination of gamification and focused learning initiatives.
- Environments where adaptability and customization are important for aligning the platform with specific goals.
Considerations
Centrical offers a strong suite of engagement and development tools for call center agents, with gamification being a valuable component. Organizations seeking a solution that has more holisitic integration with QA, agent development through coaching may want to explore platforms with a stronger focus on those areas.
Cresta specializes in real-time AI feedback, optimizing agent-customer interactions for increased satisfaction and efficiency. Gamification is a part of Cresta's Generative AI approach to agent engagement. Its focus on instant, actionable insights makes it a valuable asset for call centers seeking to improve service quality and drive immediate results.
Key Features
- Instant AI Insights Cresta's core strength lies in its ability to deliver real-time, AI-powered guidance to agents during customer conversations.
- Dynamic Performance Analytics Cresta provides in-depth analytics, but with a specific focus on real-time performance patterns and customer interaction trends. While powerful, its historical reporting may not be as robust as platforms that prioritize long-term skill tracking and personalized growth plans.
- Empowered Agent Interactions Cresta ensures agents have instant access to relevant information, directly supporting their ability to provide exceptional customer service.
Ideal For
- Call centers prioritizing immediate customer satisfaction improvements through real-time guidance.
- Dynamic environments where the ability to adapt quickly to customer needs is crucial.
- Organizations seeking to optimize individual agent-customer interactions based on instant feedback.
Considerations
Cresta offers an effective toolkit for sales-focused call centers. Organizations seeking a more holistic approach, focused on comprehensive agent development alongside sales goals, or those aiming to impact a wider range of operational metrics, may want to explore platforms that offer deeper insights, AI-powered coaching, and integrated learning alongside their gamification features.
Axonify offers call centers a gamified approach to learning and knowledge reinforcement, making training more engaging and effective. Axonify's blend of gamification, personalized microlearning, and performance insights supports continuous agent development.
Key Features
- Gamified Microlearning: Axonify delivers training in bite-sized, engaging formats, using gamification elements to increase motivation and knowledge retention.
- Personalized Learning Paths: Adapts to individual agent needs, targeting knowledge gaps and ensuring training aligns with individual skill development requirements.
- Performance Insights: Axonify provides insights into knowledge retention and its translation into on-the-job performance, supporting continuous learning initiatives.
- Focus on Knowledge & Skill-Building: Axonify's primary strength lies in its ability to make training engaging and drive knowledge retention.
Ideal For:
- Call centers prioritizing continuous training and development, especially those with frequent process updates or high turnover.
- Organizations focused on ensuring agents have the knowledge to provide exceptional customer service.
- Call centers where knowledge-based performance and efficiency are crucial KPIs.
Considerations:
Axonify's unique focus on gamified learning makes it a powerful tool for knowledge-driven call centers. Organizations seeking a comprehensive all-in-one gamification platform, or those focused on real-time performance metrics and AI-driven coaching, may want to consider platforms offering a broader suite of features alongside their gamification elements.
Takeaways
The call center gamification software we've explored have the power to drive substantial improvements in agent engagement, and performance across key call center metrics.
When sourcing your solution, don't hesitate to seek out demos and expert guidance to ensure you choose the right call center gamification software.
Need Help Finding the Perfect Fit?
Choosing the right gamification software is an important decision. Contact us for further assistance in narrowing down your options and identifying the software that will drive the most significant impact for your call center.
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