AmplifAI Quality Assurance vs CallMiner Analyze
AmplifAI Quality Assurance
amplifai.com
CallMiner Analyze
callminer.comSide by side
| Figure | AmplifAI Quality Assurance | CallMiner Analyze |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | — |
| Self-hosted | Yes | — |
| Plans published | 0 | 0 |
| Spec score · Customer Service QA Software | 7.9 (#7) | 6.9 (#27) |
| Founded | 2018 | 2002 |
| Headquarters | Plano, Texas, United States | Waltham, Massachusetts, United States |
| Integrations | AmplifAI describes a catalogue of more than 150 cloud, on-premise, and homegrown data sources, including Five9, Genesys, NICE CXone, Salesforce, Zendesk, and Calabrio. | CallMiner lists integrations including Amazon Connect, RingCentral, Salesforce, ServiceNow, Twilio, Zendesk, and Zoom. |
| Intended users | The QA program is described for QA analysts, team leaders, BPO partners, and quality leaders. | CallMiner describes Analyze as a tool for customer journey analytics, with insights routed to departments and leaders beyond the contact center. |
| Interaction coverage | The product says it scores 100% of interactions across voice, chat, email, and AI agents. | Analyze automatically scores and analyzes customer interactions across voice, chat, email, and digital channels. |
| Security | AmplifAI says data is encrypted with 256-bit AES in transit and at rest, and customer environments are logically separated. | CallMiner says it undergoes independent third-party audits covering SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance. |
In their own words
AmplifAI Quality Assurance
AmplifAI Quality Assurance transcribes and scores customer interactions, linking quality findings to coaching, performance, and recognition workflows. It covers voice, chat, email, surveys, and AI agent conversations, with routine contacts scored automatically and complex interactions flagged for human review. Quality teams can use customizable evaluation forms, calibration, reporting, and dispute and appeal trails. Low scores or automatic failures can trigger coaching; standout interactions can prompt recognition. The platform also analyzes sentiment, intent, topics, and behavior to surface trends and root causes, and checks interactions for compliance misses and risky behavior. For AI agents, it evaluates resolution, compliance, and customer experience. AmplifAI describes more than 150 data-source integrations, including Five9, Genesys, NICE CXone, Salesforce, Zendesk, and Calabrio. Deployment options include cloud-first, on-premise, and private cloud, including a customer's cloud infrastructure. The company says it redacts sensitive information before AI processing, encrypts data in transit and at rest, and does not store call recordings long-term. Pricing is on request.
CallMiner Analyze
CallMiner Analyze has no write-up on Specifiction yet; its figures are above.