As direct points of contact between an organization and its customers, contact centers must continually empower their agents by developing essential soft skills (like conflict resolution and objection handling), training on product knowledge and service policies, and supporting them in the workflow with standard operating procedures and job aids.
By now, contact center L&D leaders are well-acquainted with the benefits of traditional classroom-based training methods for agents, including coaching from subject matter experts and roleplay scenario training. With the constant need for upskilling and refreshing knowledge, L&D leaders require technology to facilitate training activities at every stage of the employee life cycle, from onboarding new agents to assessing proficiency and providing performance support.
As contact center transformation continues, leaders face the challenges of training agents on new technologies and support strategies while also investing in emerging AI call center tools to enable their agents, maximize productivity, and provide the level of service modern customers expect.
In this article, we will explain key aspects of call center coaching software, how integrating AI into coaching for call center agents is changing the game, and provide a detailed list of the top AI coaching software, including why Whatfix Mirror is the all-in-one platform for call center use cases.
What are the best AI coaching software for call centers?
What Is Call Center Coaching Software?
Contact centers manage communication between a company’s customer-facing teams (like customer support, help desks, and sales teams) and its customers. In these environments, agents require ongoing call center training to remain effective at work and represent the organization in a positive light, often dealing with unpredictable conversations, such as upset customers or infrequently encountered situations.
Contact center coaching software enables agents by delivering contextually relevant, role-based content directly to employees via virtual lessons and immersive activities, such as roleplaying or scenario-based practice.
Consider the following use cases across different organizations:
- Customer service teams of online marketplaces or big-box stores that triage delivery issues, handle returns, field support calls, etc. These teams must understand how to de-escalate situations, show empathy, and complete internal service processes.
- Healthcare call centers handle patient-related issues to billing, insurance, appointment scheduling, prescription, and more. Healthcare service teams face additional pressure due to unexpected illness (or even death), as well as collecting overdue balances for often high-cost procedures.
- Insurance call centers field policy and incident-related issues from customers, like coverage questions or post-disaster claims filing. Insurance service teams face added stress from policyholders who have recently experienced a natural disaster, fire, car crash, or other act of God event.
Modern contact center coaching software is more powerful than ever, thanks to the integration of AI, which automates tedious aspects of coaching and instruction, scales activities, provides personalized coaching tailored to agent role and proficiency, assesses readiness for real-world scenarios, analyzes performance data, and suggests additional areas of need. AI enables coaches and managers to train teams at scale more effectively than ever before.
How AI Is Modernizing Contact Center Coaching
AI is integral to the modernization of learning and development (L&D) strategies, with a leading example being AI roleplay and job coaching for call centers and service-based teams. Some tools put AI at the forefront, minimizing the influence and involvement of humans, so that AI is the coach. Other tools utilize AI to augment and support human coaches, providing additional support for a more holistic experience focused on growth and engagement.
Here are standard AI-enabled capabilities found in modern call center coaching software:
- Post-coaching assessments that gauge agent readiness for real-world situations and provide recommendations for additional training and development.
- Smart performance analytics that proactively monitor coaching insights, surface trends, and identify additional areas of improvement.
- Guiding agents in the flow of work with in-app walkthroughs for immersive, simulated workflow training, while adapting in real-time to agent input.
- Listen and analyze coaches and instructors to understand their performance and areas of additional training.
- Contextualization of content, environments, and scenarios according to employee role, proficiency, and skills.
Call center coaching software enables managers to enhance team performance and empower agents to deliver exceptional service, laying the groundwork for a seamless customer experience that ultimately leads to contract renewals, account expansions, and a loyal customer base.
With all the different aspects of call center operations, AI features allow coaches and managers to focus on the aspects of training and management that require the human touch, making it easier for teams to scale L&D activities and ensure consistent growth.
Best AI Coaching Software for Call Center Agents
From new, emerging startups to established enterprise software vendors launching new AI-powered platforms, there is a plethora of software vendors in the AI call center coaching and training category.
Here are the leading call center coaching software solutions that utilize AI to deliver personalized, adaptive coaching tailored to each employee.
1. Whatfix Mirror
- Review Rating: 4.6/5 (DAP)
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Whatfix Mirror is a simulation-based training and AI roleplay platform that blends immersive, hands-on training with realistic AI roleplay scenarios to coach and development agents. Mirror enables call center training managers to help desk, CRM, and other back-end environments without requiring complex engineering skills, providing a risk-free space for agents to practice tasks and learn workflows.
With its AI roleplay, contact center leaders can provide contextual coaching and scenario training to every agent, regardless of their role and proficiency. Leaders can build a library of coaching lessons and roleplay scenarios, like:
- Common customer service skills like conflict resolution.
- Product knowledge and service policy training.
- Sales training like renewing contracts and upskilling customers during service calls.
- Empathy-based training on how to handle emergency situations, from post-disaster events, accidents, health-related issues, and more.
- HR, people management scenarios like conducting performance reviews with contact center agents and practicing disciplinary conversations.
This AI trainer adapts to agent input, analyzes performance, recommends additional training ideas, and assesses if agents are ready for real-world tasks.
Whatfix Mirror builds on standard simulation training activities by incorporating AI roleplay into its platform, as well as integrating with Whatfix DAP’s proprietary in-app guidance tools to walk users through their contextual tasks and workflows via on-screen overlays.
This powerful combination of features empowers managers to create realistic training scenarios that help agents learn and improve performance faster than ever before. Altogether, Mirror lets leaders create immersive, personalized, and relevant training experiences that drive measurable improvements in call center agent productivity and operational efficiency.
Key Features of Whatfix Mirror include:
- Coach agents with AI roleplay exercises and scenario training.
- Create application environments and simulated workflows without technical resources.
- Analyze performance and assess agent readiness for real-world calls.
- No-code editor to create in-app guidance that supports agents in the flow of work and drives task adoption.
- AI-powered self-service help center that integrates with your knowledge repositories (from SOPs, roleplay library, internal policies, knowledge base, etc.) to bring knowledge and help content directly into your back-end call center applications and help desks.
2. CallMiner
- Review Rating: 4.5/5
CallMiner is an AI-driven CX platform that uses automation to help organizations improve CX operations as they scale. CallMiner’s Coach product leverages insights from voice and text-based customer interactions to inform coaching programs and enhance performance over time.
With CallMiner Coach, leaders can track coaching opportunities and behavioral insights from interaction transcripts, delivering feedback at scale to improve agent performance over time. CallMiner has versatile feedback tools that empower two-way communication through trackable agent notifications and audio snippet examples. This focus on agent experience promotes agent engagement and positive reinforcement.
Callminer also includes compliance features that make it easy to verify compliance in interactions and deploy coaching opportunities that help agents develop more effective habits.
Key Features of CallMinor include:
- Customizable scoring criteria
- Personalized coaching tools
- Coaching workflows and video playback
- Compliance verification for customer interactions
3. AmplifAI
- Review Rating: 4.7/5
AmplifAI is an AI-driven performance and customer experience management platform that consolidates contact center data to deliver performance-enhancing insights and streamline call center operations. This platform empowers leaders with AI-powered data analytics to guide coaching, quality assurance, and engagement strategies.
AmplifAI’s AI-enabled coaching tools generate recommendations for agents based on KPIs, performance trends, scores, and flagged issues. Performance analytics can be tailored to an agent’s individual performance, role, or broader business objectives.
This tool’s coaching insights focus on the performance of coaches rather than individual agents, based on the idea that improving one coach enhances the performance of many agents.
Key Features of AmplifAI include:
- Prescriptive coaching actions with AI reasoning
- Automatic follow-up and recognition workflows
- Coach the coach actions
- Proprietary Coaching Effectiveness Index
4. LevelAI
- Review Rating: 4.7/5
LevelAI is a CX performance platform that leverages AI for process automation and deploying virtual agents for customer communications. Its coaching features use domain-specific AI models to optimize contact center operations.
LeverageAI’s conversation library enables leaders to easily find authentic customer interactions that demonstrate best practices and areas for improvement, and share them with agents as learning opportunities.
Managers can also use this platform to conduct coaching sessions shaped by QA evaluations, leaving agents and managers with actionable next steps for improvement.
Ultimately, this tool enables leaders to automate QM processes, analyze performance data, and enable agents to do their best work.
Key Features of LevelAI include:
- Centralized coaching interface
- Conversation library
- Learning journey maps
- Easy Agent Feedback
5. Zenarate
- Review Rating: 4.9/5
Zenarate is an AI simulation and coaching platform that uses AI to generate realistic conversations and software for training activities. Zenarate’s coach dashboard provides managers with an overview of their team’s proficiency and learning gaps, offering coaching guidance through avatar-based conversations.
Leaders can set up regular call performance summaries paired with relevant coaching opportunities. Once completed, agents receive real-time scoring and additional opportunities until they reach proficiency.
Zenarate also lets managers create software coaching opportunities using realistic application simulations. This lets agents practice skills and earn proficiency badges they can share on LinkedIn.
Key Features of Zenarate include:
- AI conversation and software simulation
- Performance analyzer and QA dashboard
- Learning experience platform
- Shareable skills badges
6. SecondNature AI
- Review Rating: 4.6/5
SecondNature AI is an AI-powered sales training platform that utilizes life-like role-play scenarios to enhance agent performance. This tool includes an AI assistant for easy roleplay creation. Coaches describe their desired training scenarios in text or upload a document with relevant information, and the tool will then build the role-play scenarios from that information. Moving AI avatars make the role-playing activities feel like real life, you can even assign them specific moods and customize modules according to training needs.
SecondNature also includes AI screen action analysis, which lets leaders convert real call recordings into training activities and set standards based on ‘perfect’ calls. After upload, the AI will analyze the content and use it as criteria for scoring and feedback.
Key Features of SecondNature AI include:
- AI roleplay simulations
- Sales certifications
- Experimental learning
- AI Screen action analysis
7. Observe.AI
- Review Rating: 4.6/5
Observe.AI is a CX management platform that utilizes AI to streamline routine activities, allowing human agents to focus on more complex inquiries. Observe.AI’s coaching tools utilize AI insights to enhance customer interactions through data-driven agent coaching. AI enables the collection of high volumes of QA data for highly effective coaching insights.
Customer testimonials on the website report a 23% reduction in AHT and a 97% improvement in compliance monitoring.
Observe.AI offers a customizable team dashboard that provides coaching insights on agent evaluations, coaching sessions, and the top areas for coaching. Individual agent overviews – interaction histories, strengths/weaknesses, KPIs – for precise coaching decisions.
Coaching forms can be customized to include all the relevant data managers need to convey. Coaching acknowledgment features provide agents with opportunities to acknowledge feedback and respond, leading to better engagement.
Key Features of Observe.AI include:
- AI copilots for agents and coaches
- Team coaching dashboard
- Customizable coaching session forms
- Coaching acknowledgements
8. Cresta
- Review Rating: 4.3/5
Cresta is an AI platform designed to bring contact centers into the future with AI agents, AI-assisted human agents, and conversation intelligence features.
Its coaching tools include real-time guidance and conversation outcome insights that help build connections with agents through supervisor-led coaching and promote engagement for better agent self-coaching. By guiding managers with targeted AI recommendations, Cresta helps coaches identify which agents require support and what specific areas they need coaching in. Customer testimonials on their site report a 23% improvement in supervisor coaching efficiency.
Key Features of Cresta include:
- AI conversation evaluations and insights
- Human-centric ai
- QM Scorecards
- Supervisor coaching effectiveness reports
9. Balto.ai
- Review Rating: 4.8/5
Balto.ai is another powerful contact center AI software that helps organizations build a strong workforce in which humans and AI partners. This solution includes robust data analytics, conversation compliance monitoring, QA tools, automated conversation notes, and real-time guidance for agents, as well as coaching features.
Balto’s contact center coaching system allows managers to auto-deliver personalized coaching experiences to agents or pick from a library of ready-made templates. It also features smart conversation search, which surfaces exceptionally positive or problematic interactions, allowing managers to zero in on key moments and start coaching.
Key Features of Balto.ai include:
- Automated coaching opportunity identification
- Automated CRM conversation summaries
- Ready-made coaching sessions
- Performance moment playlists
Whatfix Mirror Is the All-in-One AI Coaching & Roleplay Training Platform for Call Centers
Whatfix Mirror empowers call center leaders with complete control over how they train agents, analyze performance, and gauge readiness for real-world customer interactions. With Mirror, training managers can easily clone back-end systems (like help desks, CRMs, and support portals) to build immersive, no-risk training environments, without the need for technical support. Agents can practice workflows, handle simulated customer interactions, and gain hands-on experience with tasks, tools, and policies before fielding live calls.
Mirror’s adaptive AI coaching elevates every agent, regardless of skill level or experience. It delivers personalized feedback and scenario-based learning that adjusts to individual performance, ensuring consistent growth across global teams. Its built-in AI assessment engine evaluates proficiency, identifies gaps, and recommends targeted lessons, allowing contact center operations and L&D leaders to continuously refine coaching strategies based on data, not assumptions.
Integrated with the Whatfix Digital Adoption Platform, Mirror extends learning into the flow of work. In-app guidance provides real-time reinforcement of training concepts for agents, whether its processing returns, updating policies, or resolving complaints. With Self Help, agents can access an AI-powered knowledge center that connects to existing repositories, surfacing the exact content or walkthrough they need, right inside their daily applications.
With Whatfix’s AI agents (Authoring Agent, Guidance Agent, and Insights Agent), call center leaders can deliver real-time performance support without the tedious, manual oversight previous required.
- Authoring Agent automates the creation of in-app Flows, Smart Tips, and guided walkthroughs across help desks, CRMs, and ticketing tools, allowing teams to launch contextual support faster without developer input.
- Guidance Agent delivers these experiences directly to agents in their moment of need, surfacing relevant guidance, roleplay prompts, or knowledge content based on task, behavior, and intent.
- Insights Agent continuously analyzes usage data, training performance, and behavioral trends to pinpoint friction points and proactively recommend new enablement opportunities, helping call center leaders refine both training and live support experiences with precision, allowing leaders to take an agile, continuously optimizing approach to call agent performance support and technology workflows.
For call center operations, L&D, and performance leaders aiming to modernize coaching, accelerate onboarding, and scale agent readiness, Whatfix Mirror delivers everything in one platform, across hands-on simulations, AI roleplay and coaching, and in-app enablement. Request a demo to see how Mirror transforms your contact center into a continuous learning engine.
Ready to see how Whatfix Mirror can transform your agent coaching, contact center training, performance support programs? Request a demo now!
