Raghu Puskoor
Head (APAC Operations)
Rising above these long-standing barriers is AmplifAI, the company redefining how modern contact centers elevate performance by harmonizing all customer interactions and customer related data through Auto QA with coaching that prescribes next-best-actions for every role in the contact center, all built on an AI engine that can be tailored to any customer experience use case.
The company empowers enterprises to maximize agent productivity, improve AI agent outcomes, and raises the overall customer and agent experience by generating meaningful insights from every conversation. Recognized by Gartner as a ‘Cool Vendor of 2024’ in ‘Customer Service & Support Technology’ and celebrated as a ‘Leader in Auto QA’ by CMP Research Prism, it has become a trusted engine for top global contact centers and BPOs.
AmplifAI differentiates itself through its Unified Data Hub, pulling together CCaaS, CRM, surveys, workforce management, and quality data from diverse sources to drive real-time actions. The transformation of the evaluation process with its Auto QA and Automated Quality Management involves analyzing every interaction using AI and joining quality results to performance improvement.
The AI coaching on the platform equips supervisors with role-based dashboards, Next Best Actions, and behavior-based recommendations, freeing them to focus on leadership rather than detailed reporting. “Our purpose is to elevate every employee’s performance through data-driven intelligence while enhancing the customer journey and business outcomes”, says Raghu Puskoor, Head (APAC Operations), AMPLIFAI Solutions, underscoring the company’s people-first design philosophy.
A Vision Born from Industry Challenges
AmplifAI was developed with a deep understanding of the pressure contact centers face in reducing operational costs while strengthening customer loyalty, retention, and sales. Its founder envisioned an AI-first model where automation would manage repetitive interactions while human agents concentrate on empathy-driven, high-value resolutions. The journey began with a belief that performance improvement is achievable only when analytics translate into measurable agent success. The company navigated several hurdles in scaling AI adoption globally, including enterprise data complexities and the challenge of ensuring AI trust.
AmplifAI provided value by supplying specialized data analysts, custom integrations, and Auto QA as the foundational intelligence layer, proving that strong AI indeed requires strong data discipline. Another unique differentiator is their Coaching Effectiveness Score, or CEI, that provides insight into where the contact center coaches and supervisors are effective and need help when coaching their team towards improving specific metrics.
This pioneering coaching metric reinforces the leadership belief that what can be tracked could not be merely improved, but needed to be accelerated by prescribing next best actions for every role. “Artificial Intelligence is powerful, but its greatest impact is realized when it amplifies human ability, not replaces it”, reflects Raghu, capturing the essence of its AI-human synergy.
Industry Tailored Innovation & Proven Impact
AmplifAI’s adaptive architecture ensures organizations across regulated sectors, such as healthcare and BFSI, remain compliant while strengthening operational efficiency. Retail and hospitality brands rely on its insights to enhance customer satisfaction at scale, enabling smarter workforce alignment and faster knowledge transfer through AI-replicated best practices. With teams across Miami, Plano, Manila and Hyderabad, it leverages this global footprint to fuel product innovation and provide enterprise-grade support.
Cultural diversity across regions further amplifies the design of solutions and speeds up implementation results for clients globally. A recent success story with Fiserv, a leading global financial services technology provider, demonstrates the platform’s proven value. Using AI analysis to derive performance personas and identify coaching priorities, Fiserv realized a ten-point increase in Net Promoter Score linked to revenue growth, saved up to $3.56 million annually, and allowed leaders to recover more than four hours a week for higher-impact coaching. These kinds of achievements are why AmplifAI is globally recognized as a transformational force in the customer service ecosystem.
Future Vision
Following a strategic $33.7 million Series B investment led by CVS Health Ventures, AmplifAI is primed for an accelerated phase of global expansion, platform innovation, and enterprise partnerships. The company is deepening its AI-first foundation with upcoming advancements focused on tighter integrations between CX platforms, digital and AI agents, and predictive workforce intelligence that can anticipate performance gaps before they occur. Its product roadmap is set to further evolve automated performance management, transforming coaching and quality from reactive processes into real-time, self-improving workflows.
As organizations worldwide seek scalable, secure, and measurable AI adoption, it aims to become the performance engine that powers both human and automated workforces in parallel ensuring every conversation, every role, and every interaction contributes to tangible customer and business value. With renewed capital fueling innovation and global reach, the company is steadfast in its mission to create a future where contact centers deliver exceptional experiences while every custom¬er-facing professional is supported to thrive.
AmplifAI was developed with a deep understanding of the pressure contact centers face in reducing operational costs while strengthening customer loyalty, retention, and sales. Its founder envisioned an AI-first model where automation would manage repetitive interactions while human agents concentrate on empathy-driven, high-value resolutions. The journey began with a belief that performance improvement is achievable only when analytics translate into measurable agent success. The company navigated several hurdles in scaling AI adoption globally, including enterprise data complexities and the challenge of ensuring AI trust.
AmplifAI provided value by supplying specialized data analysts, custom integrations, and Auto QA as the foundational intelligence layer, proving that strong AI indeed requires strong data discipline. Another unique differentiator is their Coaching Effectiveness Score, or CEI, that provides insight into where the contact center coaches and supervisors are effective and need help when coaching their team towards improving specific metrics.
This pioneering coaching metric reinforces the leadership belief that what can be tracked could not be merely improved, but needed to be accelerated by prescribing next best actions for every role. “Artificial Intelligence is powerful, but its greatest impact is realized when it amplifies human ability, not replaces it”, reflects Raghu, capturing the essence of its AI-human synergy.
Industry Tailored Innovation & Proven Impact
AmplifAI’s adaptive architecture ensures organizations across regulated sectors, such as healthcare and BFSI, remain compliant while strengthening operational efficiency. Retail and hospitality brands rely on its insights to enhance customer satisfaction at scale, enabling smarter workforce alignment and faster knowledge transfer through AI-replicated best practices. With teams across Miami, Plano, Manila and Hyderabad, it leverages this global footprint to fuel product innovation and provide enterprise-grade support.
Cultural diversity across regions further amplifies the design of solutions and speeds up implementation results for clients globally. A recent success story with Fiserv, a leading global financial services technology provider, demonstrates the platform’s proven value. Using AI analysis to derive performance personas and identify coaching priorities, Fiserv realized a ten-point increase in Net Promoter Score linked to revenue growth, saved up to $3.56 million annually, and allowed leaders to recover more than four hours a week for higher-impact coaching. These kinds of achievements are why AmplifAI is globally recognized as a transformational force in the customer service ecosystem.
Future Vision
Following a strategic $33.7 million Series B investment led by CVS Health Ventures, AmplifAI is primed for an accelerated phase of global expansion, platform innovation, and enterprise partnerships. The company is deepening its AI-first foundation with upcoming advancements focused on tighter integrations between CX platforms, digital and AI agents, and predictive workforce intelligence that can anticipate performance gaps before they occur. Its product roadmap is set to further evolve automated performance management, transforming coaching and quality from reactive processes into real-time, self-improving workflows.
As organizations worldwide seek scalable, secure, and measurable AI adoption, it aims to become the performance engine that powers both human and automated workforces in parallel ensuring every conversation, every role, and every interaction contributes to tangible customer and business value. With renewed capital fueling innovation and global reach, the company is steadfast in its mission to create a future where contact centers deliver exceptional experiences while every custom¬er-facing professional is supported to thrive.
