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 well-intentioned coaching programs fail to build consistent skills or drive lasting behavior change.
Why? Because coaching can’t just be a recurring calendar event, it has to deliver real agent development.
And major obstacles stand in the way of effective coaching:
- 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, track, and whether it improved agent behavior.
- 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 missing or detached from coaching strategies.
Tacking on 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.
The problem? Surfacing insights isn’t the same as developing people.
The best call center coaching software isn’t a bolt-on, it’s purpose-built to guide agent development, enable managers, and create repeatable coaching success across the contact center.
In this guide, we compare the 10 best call center coaching software platforms of 2025, including their features, what makes them effective, what sets them apart, and how to choose the right fit for your team.
This guide will cover:
- Compare the 10 Best Call Center Coaching Software
- Types of Call Center Coaching Software
- AI-enabled vs AI-only Call Center Coaching Software
- Call Center Coaching Software Features
- Call Center Coaching Software Evaluation Criteria
- Best Call Center Coaching Software of 2025
Editor’s Top Pick: AmplifAI ranks #1 for call center coaching software in 2025 thanks to AI-enabled approach to call centre coaching and its unified platform that connects QA, performance data, and recognition directly into AI guided coaching workflows.
Recognized in the 2025 CMP Research Prism Report as a leading Automated QA and Performance Management vendor, AmplifAI aligns coaching directly to the insights that matter, improving agent behavior, team engagement, and service quality across the contact center.
Compare the 10 Best Call Center Coaching Software Platforms
Compare the 10 best call center coaching software platforms of 2025, based on depth of call center coaching software features, evaluation criteria, coaching functionality, AI integration, and real-world adoption across contact centers and BPO teams.
While some call center coaching platforms include performance-related metrics, this guide is focused specifically on call center coaching software, not broader call center performance management tools.
Links in the table will take you to the full review for each brand.
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AmplifAI was recognized as a leading Automated QA and Performance Management software provider in the 2025 CMP Research Prism Report, an independent evaluation of 17 platforms based on innovation, implementation, and customer impact.
Several vendors featured in this call center coaching software comparison guide also appeared in the CMP report, which evaluated platform strengths across 10 key investment criteria, including:
- Integration with coaching and performance workflows
- Support for QA automation and compliance
- Measurable improvement across service and engagement metrics
The CMP Research Prism Report includes insights directly aligned with coaching-led QA, agent development, and scalable performance enablement.
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
Not all call center coaching software is built the same. Some coaching platforms are purpose-built for team leader and agent development, others bolt on coaching features as an afterthought.
The table below shows the different types of call center coaching software and example vendors.
AI-Enabled vs AI-Only Call Center Coaching Software
While evaluating call center coaching software vendors, it's important to understand the difference between AI-enabled and AI-only coaching approaches.
1. AI-Enabled Call Center Coaching Software
AI-Enabled call center coaching software empowers team leaders with data-driven insights, coaching recommendations, and effectiveness tracking. The AI analyzes performance patterns, identifies coaching opportunities, and provides next-best actions to help managers conduct more targeted coaching sessions. Human coaches remain central to the process, using AI to enhance their coaching capabilities rather than replace them.
2. AI-Only Call Center Coaching Software
AI-only call center coaching software uses AI to coach agents through real time prompts, replacing human-led coaching by providing direct feedback, recommendations, and interactions with call center agents.
The table below compares how each AI-type functions as a coaching software in your contact center.
Call Center Coaching Software Features
Call center coaching software features vary dramatically between platforms. The table below has the core features and capabilities alongside example vendors.
Call Center Coaching Software Evaluation Criteria
Use these evaluation standards to compare call center coaching software platforms and select the right solution for your contact center.
Best Call Center Coaching Software 2025
All of the 10 Best Call Center Coaching Software 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' call center coaching software features balanced with the evalutaion criteria are closer to the top.
We've included a call center coaching software feature breakdown in each review as a guide.
AmplifAI call center coaching software delivers a comprehensive, AI-enabled approach that unifies coaching, quality assurance, performance management, gamification, and recognition into a single platform. Unlike competitors that offer coaching as an add-on feature, AmplifAI is purpose-built to empower team leaders with next-best actions, coaching effectiveness scoring, and automated QA insights that drive strategic agent development and measurable performance improvement.
AmplifAI's ability to unify all contact center data and transform it into actionable coaching insights, including AI-powered next-best actions and 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 across QA, gamification, recognition, and workforce management.
- 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.
- 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.
AmplifAI's cutting-edge AI-enabled call center coaching software has earned it recognition as a Gartner Cool Vendor 2024 and been named as a leading Automated QA/QM and Performance Management vendor in the 2025 CMP Prism Report.
With an impressive 4.8-star rating, over 200,000+ users, and extensive adoption by 150+ brands and BPOs, AmplifAI is the top choice for AI-powered call center coaching software in 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.
Genesys' standout feature is its comprehensive integration of customer and employee experience management. Genesys'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.
- 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.
- 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 your contact center data, which could lead to missed coaching opportunities.
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.
CallMiner call center coaching software is a leading conversation analytics platform that transforms customer interactions into actionable coaching insights through advanced AI and machine learning. Known for its Eureka Coach module and comprehensive speech analytics capabilities, CallMiner excels at identifying coaching opportunities from 100% of customer interactions, making it a powerful tool for data-driven coaching strategies in enterprise contact centers.
CallMiner's standout feature is its comprehensive conversation analytics engine that analyzes 100% of customer interactions to automatically surface coaching opportunities. The platform's AI can identify subtle patterns in agent behavior, customer sentiment shifts, and compliance risks that would be impossible to catch through manual sampling, providing managers with data-driven coaching insights at unprecedented scale.
- Enterprise contact centers handling high interaction volumes who need conversation analytics to surface coaching insights from customer interactions.
- Organizations with existing conversation analytics initiatives looking to extend their investment into basic coaching applications.
- Contact centers focused on compliance and risk management where 100% interaction monitoring is critical for identifying coaching triggers.
- Companies seeking analytics-driven identification of coaching opportunities based on conversation patterns and behavioral insights.
- CallMiner is primarily a conversation analytics platform with coaching applications, which may not align with organizations seeking a purpose-built, all-in-one coaching software solution.
- CallMiner's strength lies in identifying coaching opportunities through analytics rather than providing comprehensive coaching workflow management and effectiveness measurement.
- Implementation and ongoing costs can be significant, particularly for smaller contact centers that may not fully utilize the extensive analytics capabilities.
- While excellent at surfacing insights, CallMiner lacks advanced coaching features like next best actions, coaching effectiveness scoring, and coach-the-coach development.
CallMiner's conversation analytics capabilities provide exceptional value for identifying coaching opportunities from customer interaction data. CallMiner;s ability to analyze 100% of interactions and surface behavioral patterns makes it a powerful tool for data-driven coaching strategies. However, its primary focus on analytics and insights generation means it may not provide the comprehensive coaching workflow management, effectiveness measurement, and AI-driven coaching prioritization that organizations need for a complete coaching solution.
Verint call center coaching software is a comprehensive workforce engagement platform that leverages AI-powered bots to automate coaching workflows and enhance agent performance. Known for its Coaching Bot, Quality Bot, and advanced speech analytics capabilities, Verint excels at combining traditional workforce optimization with modern AI-driven coaching automation, making it a powerful solution for enterprise contact centers seeking to scale coaching through intelligent automation.
Verint's standout feature is its comprehensive suite of AI-powered bots, particularly the Coaching Bot, which provides real-time behavioral guidance and contextual knowledge to agents during customer interactions. This advanced AI technology automatically delivers coaching interventions in-the-moment, helping prevent quality and compliance issues before they occur while reducing average call duration and improving customer satisfaction scores.
- Enterprise contact centers with existing workforce optimization initiatives looking to enhance coaching through AI automation.
- Organizations requiring comprehensive compliance monitoring and automated quality management with integrated coaching workflows.
- Large-scale operations seeking to automate coaching processes while maintaining human oversight and strategic coaching direction.
- Verint is primarily a workforce engagement and optimization platform with coaching automation features, which may not align with organizations seeking a purpose-built, human-centric coaching software solution.
- The platform's emphasis on automation and bot-driven coaching may limit the flexibility and personalization that some coaching strategies require.
- Implementation complexity and cost is significant, particularly for smaller contact centers that may not fully utilize the extensive workforce optimization capabilities.
- While excellent at automating coaching processes, Verint's approach may not provide the strategic coaching development and effectiveness measurement that unified call center coaching platforms can offer.
Verint's AI-powered coaching automation capabilities provide value for enterprise contact centers seeking to scale coaching interventions through intelligent bots and automated workflows. Verint's comprehensive workforce optimization tools makes it a powerful solution for large-scale operations focused on efficiency and compliance. However, Verint's primary focus on workforce engagement and automation means it may not provide the depth of strategic coaching development, effectiveness measurement, and human-centric coaching workflows that organizations need for comprehensive agent development.
Observe.AI call center coaching software 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.
Observe.AI's standout feature is its real-time AI guidance combined with post-interaction analytics.
- 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.
- 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-led 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.
Observe.AI's real-time guidance, post-interaction analytics, and automated compliance monitoring support call center coaching efforts.
When assessed against the call center coaching software evaluation criteria, Observe.AI may not sufficiently address the challenges faced by team leaders and managers. While Observe.AI offers AI-only coaching features, it doesn't provide the comprehensive support human coaches need to be effective in thier roles.
Cresta is renowned for its AI-powered approach that provides real-time guidance, coaching, and automation.
Cresta's real-time AI guidance and generative AI coaching set it apart. Cresta's ability to provide personalized and timely support to agents during live interactions ensures that every customer conversation is optimized for success.
- 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.
- Cresta's approach relies heavily on AI-driven real-time assistance and automation, which may not be suitable for all organizations.
- Cresta 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.
- Cresta'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.\
Cresta's AI-powered features, such as real-time guidance and generative AI coaching, show promise in supporting call center coaching. Cresta's ability to integrate with other call center tools and provide real-time assistance and automated quality assurance aids coaching efforts.
When evaluated against call center coaching software criteria, 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 Cresta offers AI coaching elements, it may not provide the necessary tools to empower human coaches-the ones who do the coaching.
LevelAI call center coaching software 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.
LevelAI's standout feature is its real-time agent assist function.
- 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.
- 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.
LevelAI supports call center coaching by monitoring conversations, tagging key moments, and offering automated recommendations.
However, LevelAI's focus on AI-driven automation and real-time agent assistance doesn't fully meet all of the call center coaching software evaluation criteria to address the needs of team leaders seeking an AI-enabled, human-centric coaching approach.
Balto AI call center coaching software is a specialized real-time agent assistance platform that leverages AI to provide dynamic prompts and guidance during live customer interactions. Balto excels at delivering in-the-moment coaching through AI-powered prompts that help agents navigate complex conversations and improve performance during active calls.
Balto AI's standout feature is its real-time agent guidance system that provides dynamic prompts and suggestions during live customer interactions.
- Contact centers prioritizing real-time agent assistance and in-the-moment coaching during live customer interactions.
- Sales-focused teams and outbound operations seeking to improve conversion rates through real-time guidance and script adherence.
- Organizations emphasizing compliance monitoring where immediate prompts and alerts are critical for regulatory adherence.
- Contact centers looking for quick impact on call quality through real-time coaching without extensive training programs.
- Balto is primarily a real-time agent assist platform with coaching elements, which may not align with organizations seeking comprehensive coaching development and long-term agent growth strategies.
- Balto AI's focus on real-time prompts and guidance limits its ability to provide structured coaching workflows, effectiveness measurement, and strategic coaching planning.
- While excellent for immediate performance support, Balto AI lacks advanced coaching features like coaching effectiveness scoring, next best actions, and coach development capabilities.
Balto AI's real-time agent assistance capabilities provide valuable support for immediate performance improvement and compliance monitoring during customer interactions. Balto AI's primary focus on real-time assistance means it may not provide the comprehensive coaching development, strategic planning, and effectiveness measurement that organizations need for long-term agent growth and coaching program success.
MaestroQA call center coaching software 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.
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.
- 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.
- 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.
MaestroQA's integration of quality assurance and coaching workflows can support call center coaching efforts by linking QA evaluations to coaching sessions.
However, MaestroQA's primary focus on quality assurance may not provide a comprehensive coaching experience for team leaders and managers. While MaestroQA's QA capabilities are robust, it doesnt meet the full call center coaching software evaluation criteria team leaders and coaches need.
Convin call center coaching software 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.
Convin Standout Feature:
Convin's standout feature is its AI-powered call monitoring and conversation intelligence.
Convin is 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 with Convin:
- 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.
- Primarily real time agent assist with coaching elements added, it lacks the current functionality to be considered a full stack call center coaching software.
Convin Overall as a Call Center Coaching Software
Convin's AI-powered call monitoring and conversation intelligence capabilities 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 call center coaching software evaluation criteria, features, 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.
Explore More Contact Center Software Solutions
If you’re building a complete contact center performance strategy, these expert-reviewed guides will help you find the best tools for QA, performance management, and gamification, each designed to work alongside coaching to improve every layer of the agent experience.
👉 Explore the Best Call Center Quality Assurance Software Platforms (AmplifAI ranks #1 in unified QA + coaching workflows).
👉 Discover the Best Call Center Performance Management Software platforms of 2025. (AmplifAI ranks #1 for real-time insights, coaching alignment, and performance enablement.)
👉 Check out the Top Contact Center Gamification Software Tools (AmplifAI boosts agent motivation with AI-driven recognition).
Call Center Coaching Software FAQs
What features should I look for in Call Center Coaching Software?
Look for platforms that include:
- AI-driven coaching actions
- Coaching effectiveness tracking
- Integration with QA, CRM, and WFM
- Role-specific dashboards
- Gamification + recognition
👉 See the full call center coaching software feature breakdown
How do I evaluate Call Center Coaching Software?
Use criteria like:
- Integrated QA + coaching workflows
- AI-powered coaching suggestions
- Role-based dashboards
- Goal-setting + recognition features
👉 Review the full call center coaching software evaluation criteria
How is AmplifAI different from other call center coaching tools?
AmplifAI unifies all of your data to power an AI ready layer for end to end performance management including, coaching, QA, performance, and gamification into a single platform. AmplifAI is the only call center coaching software platform to offers real-time next-best actions, coaching effectiveness scores, and AI-powered high-performer modeling, making coaching data-driven and scalable.
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