CASE STUDY
Trust but Verify: How a Leading Regional Credit Union Improves Member Conversations Across Every Channel
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Financial Services AmplifAI Call Center Quality Assurance Software
Score 100% of Interactions, Calibrate Your QA Teams, Turn QA Findings Into Coaching
AmplifAI Auto QA transcribes and scores 100% of interactions across voice, chat, email, and AI agents, with quality management, conversation intelligence, and compliance monitoring built into a unified quality program, routing auto-fails, low scores, and standout calls into coaching, performance, and recognition workflows.
AmplifAI Is Trusted by Top Enterprises, BPOs, and CX Teams
AmplifAI Quality Assurance Use Cases
Quality assurance across every interaction, team, and channel
AmplifAI Replaces Manual QA with Auto QA Across All Channels
AmplifAI replaces manual sampling with automated evaluation across voice, chat, email, surveys, and AI agent interactions, grading each channel on evaluation forms and scoring logic built for its use case.
Voice, chat, email, and social interactions score automatically on channel-tuned variants of one rubric.
Auto-fail detection flags compliance misses and critical errors.
Chatbots and AI agents score on scorecard variants tuned for automation, beside live teams.
AmplifAI Turns QA Scores and Interaction Insights into Automatic Action
AmplifAI feeds QA evaluations into the workflows that trigger coaching, follow-ups, and agent recognition. Leaders spot trends across survey insights, sentiment, and evaluation scores, while AmplifAI routes actions on specific agent behaviors tied to individual customer experiences.
Auto-fail and low-score triggers open coaching actions the moment a critical miss appears.
Standout interactions fire recognition automatically, marking the calls worth replicating.
AmplifAI measures the effectiveness of coaching actions against targeted quality scores.
AmplifAI Runs Your Entire QM Program from One Centralized Platform
Support, sales, and collections each require different evaluation criteria. AmplifAI runs multiple evaluation forms by channel, partner, and function, keeping calibration, escalations, and reporting connected in a unified QM program.
Calibration workflows keep evaluators, teams, and BPO partners scoring consistently.
Dispute and appeal trails live beside the interaction, score, and evaluation form.
Cross-site quality rolls up to one scorecard, whichever site handled the conversation.
AmplifAI Surfaces Themes and Root Causes Behind Quality Scores
AmplifAI conversation intelligence reads sentiment, intent, and behavior across scored interactions, connecting why customers called with how the conversation went, quality findings arriving with the root cause attached.
AmplifAI analyzes sentiment, intent, and topics on the transcripts Auto QA scores.
CX trend detection and alerts catch rising contact drivers and new themes before CSAT drops.
Behavior patterns behind high and low scores flow straight into coaching and analytics.
AmplifAI Extends Your QA Rubric Across Chatbots, Voice Bots, and AI Agents
AmplifAI evaluates automated conversations across chatbots, voice bots, and AI agents, scoring resolution, compliance, and customer experience.
AI agent conversations score on rubric variants built for automation, visible beside live team results.
Full coverage exposes variable-output failures across thousands of automated interactions.
Independent scoring on your data replaces vendor-reported quality.
AmplifAI Quality Assurance Capabilities
AmplifAI Quality Assurance and Quality Management Features and Capabilities
AmplifAI Quality Assurance connects Auto QA scoring across 100% of interactions, calibration workflows, quality-driven coaching triggers, compliance monitoring, and flexible evaluation forms into one quality management program for QA analysts, team leaders, BPO partners, and quality leaders.
Automated Quality Assurance
AI scores interactions, replacing manual QA sampling — auto-scoring the easy ones and triggering review on the complex ones.
| Capability | What it does |
|---|---|
| Auto QA Scoring on Your Own Form | AmplifAI scores calls, chats, and emails against your QA forms, question by question, providing reasons and conversation moments supporting the answers across the interaction volume you choose, up to 100% coverage. |
| Auto-Fail Triggers for Coaching | Flags critical QA misses automatically and triggers coaching actions, connecting auto-fails to next best actions for timely agent support. |
| Auto QA Coaching Workflow | Converts QA results into real-time coaching opportunities automatically and at scale. |
| Interaction Transcription | Transcribes recorded voice calls and digital conversations into accurate, searchable text — the transcript layer that Auto QA scoring, conversation intelligence, and transcript search all read from. |
| Knowledge Base and CRM Checks | Auto QA checks process questions against the knowledge base article and CRM fields associated with the customer’s reason for contact, returning “not applicable” when neither source contains an answer. |
| Test Prompts | Before launch, Auto QA answers real interactions your evaluators already scored, side by side with their answers, question by question, until the two agree. |
| ATLAS: Deployment Tracking | Each scorecard in flight keeps one dated record from kick-off to launch, with milestones, notes and a log of changes, so a form stays traceable when your team changes. |
| BEACON: Model Usage | BEACON tracks the AI models used for Auto QA, tokens consumed, pricing, and cost by client, user, and evaluation run. |
| LENS: Evaluation Review | LENS directs reviewers to production evaluation samples built around suspect answers, records corrected ratings with reviewer notes, and sends the verdicts to PRISM for prompt adjustment before the next evaluation run. |
| PRISM: Prompt Cards | PRISM turns scorecard questions into prompt cards your QA team controls, defining the behavior, supporting cues, disqualifying conditions, and evidence behind the answer. |
| Evidence Behind Each Score | Auto QA pairs answers with supporting reasons and corresponding conversation moments, giving reviewers evidence to validate scores without replaying the full interaction. |
| SCOUT: Scorecard Intake | Import your QA scorecard or build one, see which questions Auto QA can score with your data, and approve the form before any model scores a call. |
Automated Quality Management
Quality assurance extended into evaluation workflows, calibration, custom forms, and continuous improvement.
| Capability | What it does |
|---|---|
| Customizable QA Reporting | Filters quality insights by person, evaluator, score, question, and more to surface the data that matters most. |
| Quality-Driven Coaching | Creates a feedback loop where quality data like auto-fails and low scores trigger targeted coaching for frontline teams. |
| Multiple, Custom Evaluation Forms | Deploys multiple QA evaluation forms matched to different teams, roles, and channels, including support, sales, and BPOs. |
| Calibration Workflows | Achieves consistency and accuracy in grading, eliminating subjective evaluations and ensuring fair agent feedback and correct Auto QA scores. |
| Auto QA Design Studio | Your QA team builds, tests and changes Auto QA scorecards in the Auto QA Design Studio, with SCOUT for scorecards, PRISM for the prompts behind them and LENS for reviewing real evaluations, without waiting on a vendor or a data scientist. |
| Flexible Quality Form Management | Supports multiple custom quality forms with tailored scoring frameworks across teams, roles, channels, and lines of business. |
| QA-Driven Recognition | Extends the feedback loop to high scores and standout interactions with targeted recognition for praiseworthy achievements. |
| Compliance Monitoring | Detects compliance misses and risky behaviors across calls, chats, and transcripts without requiring manual review of each interaction. |
| 360-Degree Performance Insights | Connects quality scores, CRM data, call transcripts, and more for a complete view of what drives contact center success. |
| Automated QM Workflow | Connects quality insights to performance actions automatically, triggering coaching, recognition, or follow-up based on quality scores and CX trends. |
| Evaluation Form 2.0 | Assess coaching quality, time audits, and more on a flexible, configurable evaluation form. |
| Auto QA Deep Links | Click an Auto QA score on your dashboards to see the evaluations behind it, with the question that drove the score, the transcript, and the AI's explanation of why it scored that way. |
| Evaluation Acknowledgements | Agents see the whole graded form behind each evaluation, with the transcript and a link to the call, and acknowledge it or raise a concern through an appeal path you configure. |
| Agent Self-Evaluation | Agents grade their own interactions on the same form their evaluators use and compare their read with what should have happened. |
Conversation Intelligence
Speech and text analytics across every conversation — sentiment, intent, themes, and behaviors that feed both CX insight and coaching.
| Capability | What it does |
|---|---|
| DeepQuery IQ | Search your contact center's transcripts in your own words, by keyword or by describing a moment in plain language, then save, filter and export the moments you find and read the full conversations behind them. |
| Conversational Intelligence | Analyzes conversations across voice, chat, and messaging to surface themes, behaviors, and signals for QA and coaching. |
| AI Interaction Summary | AmplifAI summarizes key topics and sentiment from interaction transcripts, giving contact center teams a concise overview without reading the full transcript or replaying the recording. |
| Custom Questions | Ask any question of a single interaction, such as whether the advisor offered a savings account, and get an answer from the same transcript Auto QA scored. |
These are the capabilities connected to Quality & CI. Explore the full AmplifAI capability map to see how each solution connects across CX and performance management.
See all solutionsAmplifAI Quality Assurance FAQ
Frequently asked questions.
Answers for quality leaders evaluating AmplifAI for Auto QA, quality management, and conversation intelligence.
How Does AmplifAI Turn QA Data into Measurable Improvement?
QA data stuck in dashboards doesn't change behavior. AmplifAI call center quality assurance software connects QA scores directly to coaching triggers and recognition workflows, closing the gap between evaluation and improvement. Every quality score feeds into the actions that drive agent performance and customer outcomes.
How Does AmplifAI Compare to Other Call Center Quality Assurance Software Vendors?
AmplifAI combines automated QA with built-in coaching, performance management, and compliance monitoring on a unified data foundation. AmplifAI improves the behaviors driving quality scores, CSAT, and NPS, connecting evaluations to the downstream actions that change outcomes. CMP Research named AmplifAI a Leading provider in its 2026 Prism for Automated QA/QM. See how AmplifAI compares to other quality assurance vendors in our call center quality assurance software guide.
How Does AmplifAI Keep QA Scoring Calibrated Across Teams and BPO Partners?
AmplifAI applies one rubric and scoring engine across sites, with calibration workflows comparing QA evaluator scores against engine scores and against each other. Internal teams and BPO partners grade against one standard, keeping quality scores comparable site to site.
How Does AmplifAI Connect QA to Coaching, Performance, and CX?
AmplifAI unifies QA data with performance, coaching, and CX insights so quality drives improvement across your entire contact center. When AmplifAI identifies a quality gap, that insight routes directly to coaching workflows, recognition events, and performance dashboards, connecting the score to the action that changes behavior.
How Does AmplifAI Reduce the Time QA Takes to Manage?
Manual evaluations, data pulls, and calibration prep consume hours every week, leaving little time for improvement. AmplifAI Auto QA automates interaction scoring, calibration prep, and data compilation, giving your QA team time back to focus on improving agent performance and customer outcomes.
Can AmplifAI Deploy Auto QA On-Premise for Sensitive Customer Data?
Yes, AmplifAI deploys Auto QA inside your environment, keeping customer data within your infrastructure for data sovereignty and compliance. AI-driven insights on performance, quality, and coaching run from the on-premise deployment.
How Does AmplifAI Support QA Compliance Requirements?
AmplifAI meets regulatory and internal compliance standards through automated compliance evaluations, customizable QA scorecards, 100% interaction scoring, and secure deployment options. AmplifAI was named a Leading provider in the 2026 CMP Research Prism for Automated QA/QM, confirming accuracy, security, and compliance capabilities across live and automated channels.
Does AmplifAI Offer Automated Quality Assurance (AQA) and Automated Quality Management (AQM)?
Yes, AmplifAI transcribes and scores 100% of customer interactions with AI, replacing manual sampling with full coverage. AmplifAI AQA/AQM identifies coaching opportunities, tracks quality trends, and triggers workflows from quality scores. AmplifAI ingests interaction data from any source in your existing tech stack, applying consistent quality standards across all channels.
What Industries Does AmplifAI Support?
AmplifAI powers contact centers across every industry with frontline customer-facing teams and AI agents. AmplifAI configures every AI capability including automated QA/QM, coaching, performance management, and CX intelligence to match each organization's data environment, compliance requirements, and business objectives during implementation. See how AmplifAI serves healthcare, financial services, retail and eCommerce, BPOs and outsourcers, hospitality and travel, and communications, media, and technology.
Is AmplifAI Quality Assurance Compliant for Regulated Industries?
AmplifAI maintains SOC 2 Type II compliance, encrypts data in transit and at rest, and auto-redacts PII, PHI, and PCI data from transcripts before storage. For full details on security posture, certifications, and compliance frameworks, visit the Trust and Compliance page.
Does AmplifAI Apply QA Scoring to Chatbots and AI Agents?
AmplifAI scores automated conversations on rubric variants tuned to what customers expect from a bot, where directness and resolution earn credit and forced rapport reads as friction, covering chatbots, voice bots, and IVAs from any vendor. Governance, guardrails, and vendor-level oversight of the digital workforce live in AmplifAI AI Agent Management.
Does AmplifAI Replace Our QA Analysts?
AmplifAI moves QA analysts from listening to random calls toward calibrating scoring criteria, auditing edge cases, and coaching from the findings. Auto QA absorbs the repetitive scoring, returning analyst hours to the judgment that changes outcomes.
Why AmplifAI for Quality Assurance
Quality assurance that turns evaluation data into measurable performance gains
AmplifAI connects QA scores with coaching and performance workflows, giving enterprise and BPO teams one quality view across agents, sites, and partners. AmplifAI customers increased the number of agents meeting QA goals, surpassing client targets for quality and win rate, reducing handle and resolution times.
AmplifAI Recognition
AmplifAI named Automation Solution of the Year, a Leading provider in Automated QA/QM, and a Core Performing provider in Customer Analytics
CCW Excellence Awards 2026 winner, automation solution of the year
The CCW Excellence Awards recognized AmplifAI as the 2026 Automation Solution of the Year for automating QA, coaching, and performance workflows across the contact center.
A Leading automated QA/QM provider in the CMP Research Prism, Q3 2026
CMP Research names AmplifAI a Leading provider for the second evaluation running in its Q3 2026 Prism for Automated QA/QM.
A Core Performing customer analytics and insights provider in the CMP Research Prism, 2026
CMP Research names AmplifAI a Core Performing provider in its 2026 Prism for Customer Analytics & Insights.
AmplifAI Quality Assurance Demos
Explore AmplifAI Call Center Quality Assurance Software
See how AmplifAI scores 100% of customer interactions, calibrates quality across internal teams and BPO partners, and routes QA results into coaching, recognition, and compliance workflows.
SummarizeAuto QAValidate Call Flow
Was the agent courteous and empathetic?Yes Evidence: Acknowledged the frustration and kept a helpful tone throughout the call. Did the agent resolve the issue or provide a clear path to resolution?Yes Evidence: Replacement with expedited shipping, arriving Friday. Customer confirmed satisfied. Scored against your evaluation form: the same questions on every interaction, not a 2% sample.
Validate call flow
Every stage, every call
See how AmplifAI transcribes and scores 100% of customer interactions, attaches transcript evidence to QA scores, and lets quality teams build and test scorecards in Design Studio.
Take the TourTalk to AmplifAI
Get one QA and QM program that scores, calibrates, and coaches, with AmplifAI
AmplifAI scores 100% of your interactions, ends calibration drift across teams and BPO partners, measuring whether coaching improved quality scores.
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Trust, Security, and Compliance
Quality and customer data handled to the standards regulated industries require.
Security at the data layer
AmplifAI runs on internally hosted LLMs, so your data never touches public APIs and is never used to train models for other customers. Access is governed by SSO with Okta and Azure AD and role-based controls, so agents see only their own data, in a logically separated environment with no commingling between customers.
AES-256
encryption in transit and at rest
Compliance at the core
AmplifAI maintains the certifications highly regulated industries require, including healthcare and finance. Built on Microsoft Azure and working with AWS and GCP, it can be deployed inside your cloud infrastructure, with data region-locked to specific geographic locations.
SOC 2 Type 2, AICPA
ISO 27001 compliant
HIPAA compliant
PCI compliant
GDPR compliant
ARC-AMPE compliant
Automatic PII redaction
SSNs, credit card numbers, birth dates, and health information are redacted automatically before AI processing.
Your recordings stay in your system
AmplifAI analyzes, transcribes, and links back to your system rather than storing call recordings long-term.