Every interaction scored, human and AI held to one bar
AmplifAI and Exato partner to bring the contact centre frontline under a single performance standard, human and AI alike, and to make it hold where it matters, inside a live, regulated operation. Contact centre performance has long been measured in samples and scattered across systems, and now that AI agents handle live customer conversations, sampling can no longer keep pace.
AmplifAI is a performance platform built on a unified data layer, an automated quality engine, and the coaching intelligence layered on top of it. The quality engine scores every interaction rather than a sample, which changes both what compliance teams can evidence and how quickly coaching reaches the agent. As automation takes a growing share of contact volume, AI agents and human agents are held to the same metrics, the same coaching and the same quality bar, and internal teams and outsourced BPOs are compared on the same measures, with strict segregation preserved between client programmes.
The team that builds and runs the estate your data comes from
A performance platform is only ever as good as the data that reaches it, and that data comes from the estate. Exato builds and operates the contact centre estates that data lives in, which turns integration from a discovery exercise into a known one. Our practice is backed by ISO/IEC 27001 and ISO/IEC 20000-1 certification.
Interaction data carries compliance obligations, so governance is designed in rather than retrofitted: access control, retention and audit trails are built from the start rather than added later. Because the same team designs and runs the environment, performance data is also modelled to mirror how the organisation is actually structured before rollout, not reconstructed afterwards.
Three engagements where this partnership does its work.
Exato maps and connects the CCaaS, workforce management, quality, CRM and legacy sources the platform draws on, including the environments where API access is limited and data still arrives by file, so the data reaching AmplifAI is complete rather than partial.
Performance data is only actionable when it mirrors how the organisation is actually structured, so Exato models sites, programmes, teams and reporting lines before rollout rather than after it.
Surfacing the next best action is not the same as acting on it, so Exato works with supervisors and quality teams to build coaching into the working week rather than leaving it as a report nobody opens.
AmplifAI provides the unified data layer, the automated quality engine and the coaching intelligence built on top of it. Exato brings the integration, the operating design and the delivery discipline to make it work inside a live contact centre. Together, you move from measuring performance to improving it, across people and AI alike.
Whether you are bringing AI agents under the same quality bar as your people, connecting a fragmented contact centre estate, or extending oversight across internal teams and outsourced partners, the engagement begins with an assessment and ends with an operation we answer for.
