Great call center coaching is the difference between high-performing agents and costly turnover, which is why many contact center leaders are turning to call center coaching software in hopes of improving performance.
But without the right solution, even the most well-intentioned coaching programs fall short of delivering measurable results.
Why? Because coaching needs to be more than an event on the calendar, it needs to be effective.
And major obstacles stand in the way:
- Lack of time: Managing escalations, scheduling, and reporting leave little room for hands-on coaching.
- Data overload: Insights are scattered across systems, making it hard to know what to coach and if it worked or not.
- One-size-fits-all coaching: Without AI-driven insights, training isn’t personalized for agent success.
- Lack of recognition & engagement: Gamification and rewards tools and strategies are often missing or detached from coaching strategies.
Adding an "AI coaching feature" (which is more like GPT prompts) to assist in coaching agents, isn't the same as having a true call center coaching solution. Many CCaaS platforms and niche service providers now offer AI-driven coaching tools, but with mixed results.
The problem? Surfacing insights isn’t the same as developing people.
The best call center coaching software isn’t layered on top of systems built for something else, it’s purpose-built to empower both agents and managers, drive development, and deliver measurable improvement across the entire contact center.
In this guide, we break down the 9 best call center coaching software platforms, explaining what makes them effective, what sets them apart, and how to choose the right fit for your contact center.
This guide will cover:
- Types of Call Center Coaching Software
- Siloed vs Unified Call Center Coaching Software
- AI-enabled vs AI-led Call Center Coaching
- Benefits of AI-enabled Call Center Coaching Software
- Costs of Choosing the Wrong Call Center Coaching Software
- Call Center Coaching Software Features
- Call Center Coaching Software Evaluation Criteria
- 9 Best Call Center Coaching Software of 2025
- Takeaways
Best Call Center Coaching Software of 2025
Below is a quick overview of the best call center coaching software of 2025, along with key takeaways from our in-depth reviews.
Note: Playvox was recently acquired by Nice CXone, we've adjusted our reviews for accuracy.
What is Call Center Coaching Software?
Call center coaching software is designed to help team leaders improve agent performance through structured, consistent coaching.
Depending on the platform, coaching software may include tools for tracking goals, analyzing performance trends, capturing coaching notes, and tying recognition to improvement.
More advanced solutions go further, using AI to unify data across systems, modeling high performer behaviors, and connecting QA, performance, and coaching into a single, cohesive workflow.
Types of Call Center Coaching Software
There are three types of call center coaching software, each with different capabilities, limitations, and outcomes.
Below, we break down the differences between siloed tools, unified platforms, and coaching features embedded in CCaaS solutions.
1. Siloed Call Center Agent Coaching Apps
Siloed apps are standalone call center coaching tools that focus on specific aspects of call center coaching. While they can be effective for targeted needs, they lack integration with other systems, leading to fragmented data and incomplete performance insights.
2. CCaaS Platforms with Coaching Features
Contact Center as a Service (CCaaS) platforms like Nice CXOne, Five9, and Verint, offer coaching features as an add-on rather than a core function.
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Coaching is Secondary: CCaaS platforms are designed to manage entire contact center ecosystems, not drive coaching strategies.
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Time-Consuming for Managers: Leaders must manually compile data instead of automating coaching recommendations.
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Enterprise Pricing: Most CCaaS platforms are expensive and overbuilt for small to mid-sized contact centers.
Some contact centers rely on CCaaS platforms that offer coaching features as add-ons, while convenient, these CCaaS performance solutions typically prioritize operations over agent development.
3. Unified Call Center Coaching Software
Unified call center coaching software provides a comprehensive suite of tools purpose built to offer a unified approach to team leader and agent development. These AI powered platforms integrate deeply with your contact center data sources and offer extensive features that cover all aspects of call center performance management including all of the features Siloed, and CCaaS coaching tools can provide.
Comparison: Siloed vs. Unified Call Center Coaching Software
Here’s how siloed and unified call center coaching software differ across integration, automation, coaching depth, and results.
AI-Led vs. AI-Enabled Call Center Coaching Software
Before evaluating vendors, it’s important to understand the difference between call center coaching software that uses AI to support leaders, and tools that try to automate coaching entirely.
1. AI-Led Call Center Coaching Software
AI-Led Coaching attempts to replace human-led coaching by providing direct feedback, recommendations, and interactions with agents.
The Problem? AI Coaching Lacks Human Depth:
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Empathy & Emotional Nuance: AI lacks the ability to understand agent stress, frustration, or personal motivations.
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Complex Situations: Coaching often involves intuition, reasoning, and situational awareness—areas where AI falls short.
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Building Agent Trust: Agents respond better to human feedback, especially when dealing with performance challenges.
According to the Bachirova & Kemp study on AI Coaching,
“AI may provide structured recommendations, but coaching requires relational intelligence, an area where human coaches remain irreplaceable.”
While AI-led coaching has its place for routine suggestions and compliance monitoring, it cannot fully replace human leadership in agent development.
2. AI-Enabled Call Center Coaching Software
AI-Enabled Coaching does not replace team leaders, it empowers them.
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AI compiles and analyzes performance data:, surfacing insights that managers **use to coach more effectively.
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Instead of AI telling agents what to do: AI gives leaders the intelligence to personalize coaching.
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Coaching remains human-led: with AI acting as a decision-support tool.
AI-Led vs. AI-Enabled Coaching Comparison:
Benefits of Call Center Coaching Software
Implementing the right call center coaching software in your contact center will boost both the scalability and effectiveness of coaching processes.
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Improves Agent Performance: Structured coaching and AI-driven insights help agents develop key skills, increase productivity, and handle customer interactions more effectively.
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Reduces Agent Attrition: Engaged agents who receive meaningful coaching stay longer, reducing turnover costs and improving team morale.
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Enhances Customer Satisfaction: Well-coached agents deliver better customer experiences, improving CSAT, FCR, and customer loyalty.
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Provides Actionable Insights: powered coaching software compiles performance data, identifying trends and coaching opportunities for team leaders.
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Boosts Compliance and Quality Assurance: Automated coaching workflows ensure agents follow compliance guidelines and service quality standards.
Costs of Choosing the Wrong Call Center Coaching Software
The wrong coaching software doesn’t just slow down performance, it creates real financial and operational risks.
1. Agent Attrition
Ineffective call center coaching software will lead to frustrated agents who feel unsupported and undervalued.
With average turnover rates at 38%, replacing agents costs over $10,000 per agent, not to mention lost productivity and team morale.
2. Poor Customer Experience
If the software lacks real-time insights or delivers generic AI-driven feedback, agents won’t have the personalized coaching they need to succeed, leading to longer handle times, repeat calls, and lower CSAT.
3. Coaching Gaps That Impact KPIs
Most call center coaching software on the market does not have the ability to integrate with 'all' of your contact center analytics data leaving gaps in performance intelligence.
This results in:
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Lower First Call Resolution (FCR): Agents aren’t equipped with the right skills to resolve issues.
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Increased Average Handle Time (AHT): Poor coaching leads to inefficiencies on calls.
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Reduced Sales & Conversions: Without structured coaching, revenue-driving opportunities are lost.
4. Quality and Compliance Risks
Weak coaching solutions can’t ensure consistent agent development, leading to:
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QA failures: Lower service quality and missed performance benchmarks.
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Compliance risks: Training gaps increase exposure to regulatory penalties.
5. Missed Opportunities for Improvement
Without AI-enabled call center coaching software that integrates across your 'entire' contact center, valuable insights are scattered.
Leaders spend more time manually compiling data instead of coaching, missing the chance to drive real, measurable improvements.
Call Center Coaching Software Features
The best call center coaching software doesn't just track conversations, it builds better agents. These features form the foundation of high-impact coaching by turning data into development, feedback into action, and managers into performance multipliers.
Call Center Coaching Software Evaluation Criteria
As we've reviewed, not all call center coaching software is created equal. Below are the critical criteria that separate the 'best' coaching platforms from 'generic' solutions.
9 Best Call Center Coaching Software 2025
We've highlighted the 9 best call center coaching software on the market in 2025. In conducting our review we studied their company websites, online review sites, case studies and the core features each offers against our criteria of the best call center coaching software.
We encourage you to take demo's where offered and thoroughly review each software to find the best fit for your unique contact center requirements.
What makes AmplifAI the best call center coaching software of 2025?
AmplifAI is our top choice for call center coaching software in 2025, checking all of the feature boxes you need. AmplifAI offers a comprehensive, AI-enabled approach to coaching that sets it apart from the others on this list. Integrating with all of your contact center analytics, AmplifAI provides a unified platform for performance management, empowering team leaders and managers to focus on coaching their agents to success.
Key Features:
- AI-Driven Coaching Actions: AmplifAI pinpoints the most impactful coaching opportunities for each agent, ensuring team leaders can deliver targeted and effective coaching sessions that yield the greatest performance improvements.
- Auto Follow-Up and Recognition: Automates follow-up actions and recognition based on agent KPI improvements, providing continuous support and acknowledgment of progress.
- Coaching Effectiveness Scores: AmplifAI is the only call center coaching software that measures coaching effectiveness, enabling organizations to refine coaching methods and achieve better results.
- Performance Intelligence Role Based Dashboards: AmplifAI's Performance Intelligence role based dashboards provide a 360-degree view of key call center metrics tailored to each user's role.
- Gamification and Recognition: AmplifAI incorporates data-driven gamification elements like leaderboards, badges, incentives and rewards to create an engaging and motivating coaching experience.
- Quality Assurance: By integrating quality assurance features like Auto QA into the coaching process, performance improvements are directly tied to quality.
- Next Best Actions: Real-time, actionable insights that enable managers to make informed decisions and take the most effective actions to drive performance improvements.
Standout Feature:
AmplifAI's ability to unify all of your contact center data and transform it into actionable insights, including AI-powered High Performer Personas, sets it apart as the only call center coaching software that provides a true single source of truth for agent and coach performance.
Ideal For:
- Contact center's seeking an all-in-one call center coaching software that integrates seamlessly with their existing tools.
- Organizations looking to leverage AI to drive personalized coaching, targeted development, and data-driven decision-making.
- Companies committed to fostering a positive, engaging, and high-performing work environment for their agents.
Considerations:
- AmplifAI is best suited for brands and BPOs with 20 or more agents.
- As a strategic partner and centerpiece of your contact centers performance improvement strategy, AmplifAI delivers the greatest return on investment for organizations that value data-driven coaching and AI automation.
Overall as a Call Center Coaching Software
AmplifAI checks all the boxes for call center coaching software solutions, with a comprehensive, AI-enabled approach to performance management. AmplifAI's deep data unification capabilities allow it to leverage all contact center data, including data from the software on this list, creating a centralized platform for performance management.
AmplifAI's cutting-edge patented AI technology has earned it recognition as a Gartner Cool Vendor 2024. With an impressive 4.8-star rating, over 200,000+ users, and extensive adoption by 150+ brands and BPOs, AmplifAI is the top choice on our list of the best call center coaching software for 2025.
What makes Convin one of the best call center coaching software of 2025?
Convin is known for its AI-driven approach to conversation intelligence. By leveraging advanced AI technologies, Convin enhances agent performance, quality assurance, and overall call center operations.
Key Features:
- AI-Powered Call Monitoring: Convin uses AI to monitor 100% of customer calls, providing detailed insights into call quality and agent performance.
- Real-Time Agent Assistance: The platform offers real-time agent assistance, providing immediate prompts and suggestions during customer interactions.
- Automated Quality Assurance: Convin automates the quality assurance process by evaluating call recordings and generating detailed reports.
- Custom Reporting and Analytics: Convin provides customizable reporting and analytics tools that allow managers to generate detailed reports on various performance metrics.
- Conversation Intelligence: The software's conversation intelligence capabilities include sentiment analysis, keyword tracking, and behavior analysis.
Standout Feature:
Convin's standout feature is its AI-powered call monitoring and conversation intelligence.
Ideal For:
- Call centers looking to leverage AI for comprehensive call monitoring and quality assurance.
- Organizations aiming to enhance agent performance through real-time assistance and detailed analytics.
- Businesses seeking to optimize their call center operations with advanced conversation intelligence.
Considerations:
- Convin is primarily focused on AI-driven automation and conversation intelligence platform, which may not align with organizations seeking an all in one call center coaching software.
- Being primarily AI-led with coaching elements added it lacks the current functionality to improve coaching effectiveness of team leaders.
Overall as a Call Center Coaching Software
Convin's AI-powered call monitoring and conversation intelligence capabilities can provide valuable insights for call center coaching. However, its primary focus on AI-driven automation and analytics may not align with organizations seeking a comprehensive, all-in-one call center coaching solution. While Convin's features can help managers identify areas for improvement and optimize call center operations, it may not provide the full range of tools and functionalities needed to empower team leaders and managers in their coaching efforts.
As a result, Convin may be better suited as a complementary tool rather than a standalone call center coaching platform.
What makes Observe.ai one of the best call center coaching software of 2025?
Observe.ai is recognized for its robust AI-powered capabilities leveraging advanced AI for real-time guidance and post-interaction analytics, Observe.ai empowers agents and managers with actionable insights to improve customer interactions and compliance.
Key Features:
- Real-Time Agent Assist: Observe's Real-Time Agent Assist provides agents with immediate prompts, suggestions, and knowledge base articles during live customer interactions.
- Post-Interaction AI: The platform automates post-call work, including QA scoring and personalized coaching plans. By analyzing every interaction, Observe.AI delivers tailored coaching sessions that address specific agent weaknesses and replicate successful behaviors.
- Advanced Business Analytics: Observe.ai transforms unstructured data from customer interactions into meaningful insights.
- Behavior and Compliance Monitoring: Monitors agent behavior and script adherence, providing real-time alerts and prompts.
- Customizable Dashboards: Observe.ai offers customizable dashboards that provide a comprehensive view of agent performance, customer satisfaction, and operational metrics.
Standout Feature:
Observe's standout feature is its real-time AI guidance combined with post-interaction analytics.
Ideal For:
- Contact centers looking to leverage AI for real-time agent support and post-interaction coaching.
- Organizations that prioritize compliance and risk management.
- Businesses seeking to enhance customer interactions through advanced conversation intelligence.
Considerations:
- Observe.ai's methodology is primarily AI-led, with a strong emphasis on real-time assistance and automated processes, which may not align with the coaching philosophy of all organizations.
- At present, the platform does not include comprehensive tools to facilitate coaching by team leaders or evaluate the impact of their coaching efforts.
- Observe.ai's AI-driven approach may not be ideal for businesses that prioritize a more human-centric coaching strategy.
- Observe's ability to integrate data from various sources may have some constraints, potentially resulting in an incomplete understanding of agent performance and overlooked coaching opportunities.
Overall as a Call Center Coaching Software:
Observe.ai's AI-driven capabilities, including real-time guidance, post-interaction analytics, and automated compliance monitoring, can support call center coaching efforts. Its ability to integrate with other call center solutions and provide AI-powered tools to identify coaching opportunities and deliver insights can be valuable assets in coaching agents.
However, when assessed against our criteria, Observe.ai may not sufficiently address the challenges faced by team leaders and managers, such as the need for deep data integration and tools to streamline data analysis. While it offers AI-driven coaching features, it may not provide the comprehensive support human coaches need to be effective.
What makes Genesys one of the best call center coaching software of 2025?
Genesys is a powerful and flexible call center coaching software known for its extensive suite of features, robust AI capabilities, and its ability to seamlessly integrate customer and employee experience management, making it a versatile tool for enterprise call centers.
Key Features:
- Real-Time Agent Assistance: Genesys offers real-time agent assistance through AI-powered tools that provide immediate prompts and suggestions during live customer interactions.
- Coaching Appointments: Genesys Cloud includes a feature for scheduling coaching appointments, which allows managers to organize and conduct coaching sessions efficiently.
- Behavior and Compliance Monitoring: The platform continuously monitors agent behavior and script adherence, providing real-time alerts and prompts to ensure compliance.
- Customizable Dashboards and Analytics: Genesys provides customizable dashboards that offer a comprehensive view of performance metrics.
- Omnichannel Routing and Engagement: Genesys supports omnichannel customer interactions, integrating voice, chat, email, and social media channels into a single platform.
Standout Feature:
Genesys' standout feature is its comprehensive integration of customer and employee experience management. The platform's ability to unify various interaction channels and provide real-time insights makes it a powerful tool for enhancing both customer satisfaction and agent performance.
Ideal For:
- Contact centers who are already using Genesys cloud to manage their contact center.
- Enterprise organizations with people and processes to get the most out of the extensive on-boarding process.
Considerations:
- Genesys is primarily a CCaaS platform, utilizing apps within its cloud ecosystem. This means users are somewhat restricted to the Genesys environment, a walled garden where coaching is not the primary focus.
- The extensive feature set might come with a higher price point, which could be a consideration for small to medium sized BPO's and businesses.
- Genesys is not able to integrate all of yourcontact center data, which could lead to missed opportunities.
Overall:
Genesys offers a range of features that can support call center coaching efforts, such as real-time agent assistance, coaching appointment scheduling, and behavior and compliance monitoring.
As a primarily CCaaS platform, Genesys' coaching capabilities are offered through integrations partners like AmplifAI within its ecosystem, which means that coaching is not the primary focus. This approach may limit the flexibility and depth of coaching features available.
What makes Abstrakt one of the best call center center coaching software of 2025?
Abstrakt is known for its real-time call coaching capabilities. By leveraging advanced AI and natural language processing, Abstrakt provides agents with immediate guidance and managers with call insights.
Key Features:
- Real-Time Agent Assistance: Abstrakt offers real-time agent assistance by recognizing playbook points and providing recommended responses based on the context of the conversation.
- Automated QA and Call Scoring: The platform automates QA and call scoring, providing instant insights into call performance.
- Sentiment Summary and Call Scoring: Abstrakt delivers sentiment summaries and call scores within seconds after a call ends.
- Customizable Playbooks: Abstrakt allows for the creation of automated playbooks that ensure agents follow the correct talk tracks and scripts.
- Conversational Intelligence and Analytics: The software provides detailed conversational intelligence and analytics, monitor trends, track performance metrics, and make data-driven decisions to optimize call center operations.
Standout Feature:
Abstrakt's standout feature is its real-time call coaching combined with automated QA and sentiment analysis.
Ideal For:
- Call centers seeking to leverage real-time guidance and automated QA to enhance agent performance.
- Organizations looking to streamline their coaching processes with advanced AI and natural language processing.
- Businesses aiming to improve customer satisfaction through immediate and accurate agent responses.
Considerations:
- Abstrakt is primarily focused on real-time call coaching and automated QA, which may not align with organizations focused on coaching effectiveness through a more holistic, employee-centric approach.
- Abstrakt may not integrate with all types of contact center data potentially leaving gaps in performance data and recommendations.
- Lacks the features to empower team leaders to be better coaches.
Overall as a Call Center Coaching Software
Abstrakt's real-time call coaching capabilities, automated QA, and sentiment analysis can provide valuable support for call center coaching efforts. Its AI-driven features offer immediate guidance to agents and comprehensive insights to managers, which can help drive performance improvements.
However, when evaluated against our criteria for a dedicated call center coaching solution, Abstrakt may not fully meet the needs of team leaders and managers.
What makes LevelAI one of the best call center coaching software of 2025?
LevelAI is recognized for its advanced AI capabilities and comprehensive approach to agent performance management. By leveraging natural language understanding (NLU) and real-time analytics, Level AI provides actionable insights that enhance both agent performance and customer satisfaction.
Key Features:
- AI-Powered Quality Assurance: Level AI's AI-powered Quality Assurance monitors all support conversations across various channels, tagging key moments and evaluating them.
- Real-Time Agent Assist: The platform uses NLU to understand what customers are saying during conversations and provides real-time proactive hints and suggestions to agents.
- Customizable Analytics: Level AI features robust analytics capabilities, allowing managers to create custom reports, apply filters, and analyze different performance indicators.
- Automated Coaching Recommendations: Level AI offers automated coaching recommendations based on conversation analysis.
- Semantic Intelligence: Level AI’s semantic intelligence engine interprets customer conversations across support channels.
Standout Feature:
Level AI's standout feature is its combination of AI-powered quality assurance and real-time agent assistance.
Ideal For:
- Call centers looking to leverage advanced AI for quality assurance and real-time agent support.
- Organizations aiming to enhance customer interactions through detailed conversation analysis.
- Businesses seeking to streamline coaching processes with automated recommendations.
Considerations:
- Level AI's strong focus on AI-driven automation and analytics may not align with organizations seeking an AI-enabled, human-centric coaching approach.
- The platform's emphasis on AI-led real-time agent assist limits its ability to empower coaches and team leaders.
Overall as a Call Center Coaching Software
LevelAI's advanced AI capabilities can support call center coaching by monitoring conversations, tagging key moments, and offering automated recommendations.
However, its focus on AI-driven automation and real-time agent assistance may not fully address the needs of team leaders seeking an AI-enabled, human-centric coaching approach.
What makes MaestroQA one of the best call center coaching software of 2025?
MaestroQA boasts robust quality assurance capabilities and its integration of coaching elements. It provides a comprehensive suite of tools designed to streamline QA processes making it a valuable asset for call centers of all sizes.
Key Features:
- Automated QA and Scorecard Customization: MaestroQA automates quality assurance tasks, including screen capture and interaction analysis.
- Integrated Coaching Workflows: MaestroQA integrates coaching workflows into its QA processes. Managers can create, customize, and track coaching sessions, linking them directly to QA reviews.
- Root Cause Analysis: The platform performs root cause analysis to identify training and process gaps.
- Omni-Present Coaching: MaestroQA's Omni-Present Coaching feature allows for flexible and accessible coaching sessions.
- Comprehensive Analytics and Reporting: MaestroQA provides detailed analytics and reporting capabilities. Managers can generate reports that highlight performance trends, identify areas for improvement, and track the impact of coaching interventions.
Standout Feature:
MaestroQA's standout feature is its seamless integration of QA and coaching workflows. By linking QA evaluations directly to coaching sessions, the platform ensures that feedback is actionable and impactful, driving continuous improvement in agent performance.
Ideal For:
- Call centers seeking to integrate quality assurance with coaching to enhance agent performance.
- Organizations aiming to streamline QA processes and automate manual tasks.
- Businesses looking to leverage detailed analytics and root cause analysis to drive continuous improvement.
Considerations:
- MaestroQA is primarily a quality assurance platform with coaching elements focused on quality data. This may not offer as comprehensive a coaching experience as all in one platforms dedicated to empowering team leaders and managers in coaching.
- Call center coaches and team leaders will still have to manually review data to make informed decisions on next best coaching actions.
Overall as a Call Center Coaching Software
MaestroQA's integration of quality assurance and coaching workflows can support call center coaching efforts by linking QA evaluations to coaching sessions.
However, its primary focus on quality assurance may not provide a comprehensive coaching experience for team leaders and managers. While MaestroQA's QA capabilities are robust, coaches may still need to manually review data to make informed decisions on coaching actions.
What makes Cresta one of the best call center coaching software of 2025?
Cresta is renowned for its AI-powered approach that provides real-time guidance, coaching, and automation.
Key Features:
- Real-Time Agent Assist: Cresta’s AI-powered Agent Assist listens to customer conversations and provides agents with real-time prompts, suggestions, and knowledge base articles.
- Quality Management and Automation: Cresta automates quality assurance tasks such as call scoring and feedback generation, freeing up managers to focus on coaching and development.
- Behavior and Compliance Monitoring: Cresta monitors agent behavior and adherence to scripts, ensuring compliance with company policies and industry regulations.
- Customizable Insights and Dashboards: Cresta’s customizable dashboards and reports provide a comprehensive view of agent performance, customer satisfaction, and operational efficiency.
Standout Feature:
Cresta's real-time AI guidance and generative AI coaching set it apart. The platform’s ability to provide personalized and timely support to agents during live interactions ensures that every customer conversation is optimized for success.
Ideal For:
- Contact centers seeking to leverage AI to enhance agent performance and improve customer experiences in real time.
- Organizations that want to automate quality assurance tasks and gain deeper insights into customer conversations.
- Businesses that prioritize compliance and risk management in their contact center operations.
Considerations:
- Cresta's approach relies heavily on AI-driven real-time assistance and automation, which may not be suitable for all organizations.
- The platform currently lacks features to support and assess the effectiveness of coaching performed by team leaders.
- Cresta's AI-centric design might not be the best fit for companies seeking a more employee-focused approach to coaching.
- The software's data integration capabilities may have limitations, which could result in coaches working with an incomplete picture of agent performance, potentially overlooking critical areas for improvement.
Overall as a Call Center Coaching Software:
Cresta's AI-powered features, such as real-time guidance and generative AI coaching, show promise in supporting call center coaching. Its ability to integrate with other call center tools and provide real-time assistance and automated quality assurance can aid coaching efforts.
However, when evaluated against our criteria for comprehensive coaching software, Cresta may not adequately address the pain points faced by team leaders and managers, such as the time-consuming tasks of data compilation and analysis.
While it offers AI coaching elements, it may not provide the necessary tools to empower human coaches-the ones who do the coaching.
What makes Call Criteria one of the best call center coaching software of 2025?
Call Criteria is a solid call center coaching software for contact centers seeking a more hands-on approach. Known for its manual QA processes and detailed coaching features, Call Criteria focuses on improving agent performance through meticulous monitoring and feedback.
Key Features:
- Coaching Session Dashboard: Call Criteria provides a coaching session dashboard that helps managers identify training needs and track progress.
- Custom Scorecards: The platform offers customizable scorecards to align performance monitoring with organizational goals.
- Manual Quality Assurance: Call Criteria emphasizes manual QA with human evaluations, ensuring thorough and accurate performance assessments.
Standout Feature:
Call Criteria’s standout feature is its focus on manual QA and custom scorecards. This ensures detailed and accurate performance assessments, leading to more effective and targeted coaching sessions.
Ideal For:
- Call centers looking for a hands-on, manual QA approach to agent performance management.
- Organizations that value detailed, personalized coaching and feedback.
- Businesses aiming to align performance standards with organizational goals through custom scorecards.
Considerations:
- Call Criteria is primarily a QA platform with coaching elements based on quality data. This may not provide as comprehensive a coaching experience as other platforms dedicated solely to coaching.
- The manual nature of its QA processes might require more time and effort compared to automated solutions.
Overall as a Call Center Coaching Software
Call Criteria's focus on manual QA and custom scorecards can provide a solid foundation for call center coaching. Its detailed approach to performance assessments and personalized feedback can be valuable for targeted coaching sessions.
However, as primarily a QA platform with coaching elements based on quality data, Call Criteria may not offer a comprehensive coaching experience compared to platforms dedicated solely to coaching.
Takeaways
Whether you're coaching 20 or 5000 agents, the right call center coaching software should evolve with your team’s needs—not just today, but as your business grows.
Choose a call center coaching software that aligns with your contact center's unique requirements, goals, and values. It should empower your agents with insights and support, equip your coaches with actionable intelligence, and cultivate a positive and engaging work environment.
For smaller teams, standalone coaching apps can serve a purpose, offering real-time agent assist, coaching scorecards, or conversation intelligence. But as your contact center grows, these siloed solutions fail to provide a unified view of performance.
To scale coaching effectively, you need call center coaching software that seamlessly integrates with your entire ecosystem, from data integrations, quality assurance and workforce management to performance intelligence and gamification.
Not sure which platform fits your needs?
Explore More Call Center Software Solutions
If you're building a complete contact center performance strategy, these expert-reviewed software guides will help you find the right tools to support coaching, QA, gamification, and performance management.
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