Great CSAT depends on great agents.
But how do you coach them consistently?
Traditional coaching methods are slow, inconsistent, and can’t scale.
Weekly sit-downs and random call reviews just don’t cut it when you’re dealing with thousands of customer interactions.
As a result, over 70% of companies report higher team productivity after adopting modern training tech.
In other words, better coaching tools lead to better-performing agents and happier customers.
At Enthu.AI, we’ve seen this firsthand while helping businesses automate QA and boost agent performance.
We follow strict editorial guidelines and are committed to bringing you unique, independently researched, and actionable insights.
We tested the best agent performance and coaching tools for months with our call center solutions experts to see which platforms truly deliver results.
This article explores the nine best tools for agent performance and coaching in 2025, including their features, benefits, and pricing insights to help you make the right choice for your team.
Let’s get started!
A. What is agent coaching software?
Agent coaching software helps contact centers improve agent performance through automated quality assurance, real-time guidance, and personalized feedback.
These tools use AI and analytics to identify coaching opportunities, track performance metrics, and deliver targeted training.
Coaching software may include features like:
- Scorecards
- Call transcripts
- Customer sentiments
- AI analysis,
- Goal tracking
More advanced solutions use AI to personalize training, modeling what top performers do and highlighting each agent’s growth areas.
The benefits of agent coaching software include:
- Improved agent performance
- Personalized feedback
- Reduced agent turnover
- Improved productivity
- Scalable caching
- Data-driven decision making
- Enhanced customer experience
B. 9 Best tools to improve agent performance & coaching (2025)
To help you pick the right solution, we’ve compared 9 top platforms side by side.
Below is a quick comparison table outlining each tool’s key features, use cases, and pricing model:
| Tool | Primary Focus | Starting Price | Key Strength | Best For |
| Enthu.AI | Auto QA, Coaching | Custom quote | AI-powered 100% call analysis | SMBs seeking comprehensive QA |
| MaestroQA | QA Scorecards | Custom quote | Customizable evaluation workflows | Teams needing flexible QA |
| Playvox | Performance Management | Custom quote | Integrated workforce engagement | Mid-market operations |
| Observe.AI | Auto QA + Analytics | Custom quote | Real-time guidance | Enterprise contact centers |
| EvaluAgent | QA + Feedback | Subscription (quote-based on team size) | Multi-channel analysis | Quality-focused teams |
| Gong | Revenue Intelligence | Custom quote | Sales conversation insights | Sales organizations |
| Chorus.ai | Sales Coaching | Custom (often bundled with ZoomInfo SalesOS | ZoomInfo integration | Sales teams using ZoomInfo |
| Avoma | Meeting Intelligence | Free basic; Paid plans from $19/user/mo | AI meeting assistance | Revenue teams |
| CallMiner Eureka | Speech Analytics | Custom enterprise pricing | Advanced conversation analytics | Large enterprises |
Now, let’s break down each tool in detail – what it does, what we (and users) love about it, where it could improve, and how it’s priced. Use this as your playbook to find the best fit for your team’s needs.
1. Enthu.AI – auto QA, call monitoring & coaching insights
Enthu.AI is a specialized call center quality assurance platform that automates call monitoring and surfaces coaching insights.
It uses AI to transcribe and score 100% of calls, flag compliance issues, and highlight coaching moments.
The software is known for being lean and cost-effective while focusing on core needs like QA, compliance, and agent performance improvement.
It’s a great fit for teams that want robust Auto-QA without the bloat (or price tag) of bigger suites.
What we like:
- Automated QA scoring: Enthu.AI’s AI automatically evaluates calls against your scorecard criteria, so you’re not sampling 1-2% manually. This ensures 100% call coverage for fairness and thoroughness.
- Compliance monitoring: The platform flags any compliance violations (e.g., missing disclaimers) across calls, helping you catch issues in real-time.
- Coaching dashboards: Enthu’s dashboard makes it easy to spot trends and agent outliers at a glance. You can identify who needs help and in what areas, then plan targeted coaching.
- Easy setup: Users rave that Enthu.AI is simple to implement and integrate – often up and running in days, not weeks. It plays nicely with popular CRMs and phone systems.
- Cost-effective & scalable: Enthu offers flexible pricing (with a generous free trial) that works for small teams and BPOs alike. You won’t need to bust your budget to automate QA.
Strengths:
- Intuitive interface
- Comprehensive analytics
- Seamless integration with minimal setup effort
- Accurate AI for speech-to-text
- Sentiment analysis
- Comprehensive compliance monitoring
- Responsive customer support team
(Source)
What could improve:
- Limited advanced enterprise features compared to larger platforms
- Language limitations
Pricing: Custom-priced based on team size and needs. They also give five free call evaluations so that you can try it out with your calls at no cost. Visit their pricing page for more information.
Best for: Call centers and QA teams at small to mid-sized contact centers that need affordable, easy-to-use automated QA and compliance.
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2. MaestroQA – scorecards & coaching workflows
MaestroQA is a popular quality management software that combines customizable QA scorecards with workflow tools for coaching and agent feedback.
It lets you build your scorecards, calibrate evaluators, and then tie the results into coaching sessions and learning for agents.
It’s well-known for its robust QA analytics and the ability to close the loop between scoring and coaching.
What we like:
- Flexible QA scorecards: Allow you to tailor scorecards exactly to your support standards.
- Coaching integration: Tie QA results directly to personalized coaching plans.
- Calibration tools: Offer calibration modes so multiple QA analysts can score the same interaction and align on standards.
- Performance dashboards: Visualize QA performance by agent, team, category, etc.
- Root cause analysis: Identify systemic issues driving performance gaps
- CRM integrations: Integrate with popular helpdesks and CRMs like Zendesk, Salesforce, etc.
Strengths:
- User-friendly interface
- Customizable scoring system
- Excellent coaching features tied to evaluations
- Good analytics and reporting features
What could improve: (source)
- Some users note that the learning curve can be a bit steep initially
- A few reviews mention a desire for features like downloadable reports or certain advanced filters that aren’t available out-of-the-box
- The interface could use a modern refresh in places
Pricing: Offers tailored quotes based on the number of agents, needed features, and support level. Visit their pricing page for more information.
Best for: Customer support and QA teams that want a structured, formal QA program with integrated coaching.
3. Playvox – quality management + performance dashboard
Playvox is an all-in-one workforce engagement management (WEM) platform, but its flagship modules revolve around quality assurance and performance management.
It helps you score interactions, coach agents, run learning programs, and manage workforce aspects like scheduling and motivation.
Playvox offers customizable QA forms like MaestroQA, along with a slick agent-facing dashboard where reps can see their scores, read feedback, and even play coaching videos or lessons.
What we like:
- Unified platform: Combines QA, performance tracking, coaching, learning management, and even gamification.
- Agent visibility & engagement: Log in to view their quality scores, see evaluator comments, and acknowledge or appeal evaluations.
- Coaching module: Assign coaching to an agent, attach learning content, set due dates, and track completion.
- Performance dashboard: Pull in other performance data (AHT, CSAT, sales, etc.) and display it in real-time dashboards.
- Integrations and WFM: Integrate with CRM/CCaaS platforms (Salesforce, Zendesk, Amazon Connect, etc.) to ingest interaction data.
Strengths:
- User-friendly interface
- Coaching tracking features
- Transparency and agent involvement in the QA process.
- Robust integration with our CRM and other systems.
- High user sentiment
What could improve: (source)
- Some reviews cite missing or limited features
- Parts aren’t as customizable to unique workflows as they’d hoped
- There are occasional notes about slow loading times or slowness when navigating between modules
- One common con: Playvox’s pricing isn’t public and can be on the higher side for small businesses
Pricing: Playvox does not list pricing on its site. You’ll need to contact them for a tailored quote. It’s typically a subscription per agent per module.
Best For: Contact centers and support teams that want a unified quality, performance, and learning platform.
4. Observe.AI – AI-powered QA & coaching
Observe.AI is a leading conversation intelligence platform that focuses on AI-powered QA, analytics, and real-time agent coaching.
It transcribes calls, evaluates them with AI against your quality criteria, and even provides live guidance to agents during calls.
Instead of manually scoring a handful of calls, it can auto-score the lot and surface top issues.
Moreover, it’s big on coaching: it identifies coaching opportunities and has modules (like “Moments” and a leaderboard) to drive agent improvement.
What we like:
- Automated call transcription & scoring: Transcribes calls accurately and can auto-score interactions based on keywords, sentiment, and defined criteria.
- Real-time agent assist: Provide live coaching during customer interactions.
- AI-driven insights (“Moments”): Define custom “Moments” (events) such as “customer asked for a supervisor” or “agent expressed empathy”.
- Comprehensive analytics: Provides deep analytics – sentiment analysis, talk ratios, dead air, interrupt patterns, etc..
- Integration & workflow: Integrates with popular CCaaS systems (like Five9, Genesys) and pulls recordings automatically.
Strengths:
- Advanced speech analytics with AI-driven coaching
- High accuracy in transcription and sentiment analysis
- Real-time agent coaching enhances performance
- Strong compliance tracking
What could improve: (source)
- Can be more expensive than other alternatives.
- Some users experienced inaccuracy in transcriptions
- Some users face call issues, such as inaccurate minutes and incomplete transcripts
- Not ideal for very small teams
Pricing: Custom quote. Talk to their sales team for more information.
Best For: Contact centers in mid-to-large enterprises that value AI-driven quality management.
5. EvaluAgent – QA and agent feedback system
EvaluAgent is a UK-based QA and performance improvement platform designed to replace spreadsheets in quality assurance.
It provides multi-channel QA scorecards, AI analytics, and an “Agent Portal” for feedback and coaching.
This agent coaching software offers auto-QA with AI, alongside classic manual QA and calibration.
Moreover, it has an embedded micro-learning system to deliver training or quizzes to agents based on QA outcomes.
What we like:
- Customizable scorecards with AI: Support fully custom QA forms and can now auto-score interactions using AI models.
- Agent engagement & gamification: Get a login where your agents can see scores, feedback, and even collect badges or awards for good performance.
- Embedded Learning Management: Create coaching feedback, quizzes, or attach learning content for agents who falter in certain areas.
- Real-time dashboards and wallboards: Offer live dashboards that both managers and agents can view.
- Integrations and ease of use: Integrate with systems like Zendesk, Freshdesk, Aircall, etc.
Strengths:
- User-friendly interface
- Strong multi-channel evaluation capabilities
- Affordable pricing for comprehensive features
- Engagement with sales and support was excellent
- Good speed and scalability
What could improve: (source)
- Some feedback indicates that the main dashboard shows info not relevant to certain roles
- Inability to train the AI on very specific internal criteria
- A few users have run into minor bugs, such as credential resets not syncing or duplicate notifications coming through
- Some advanced filters or views can be overwhelming or “too much content” on screen at once.
Pricing: Starts at $20/user/month. Visit their pricing page for more information.
Best For: Small to mid-sized contact centers (including BPOs) that want to modernize QA and make it more engaging.
6. Gong – Call recording & conversation analytics for sales
Gong is a heavyweight in the conversation intelligence arena, primarily geared towards sales teams.
While not a traditional “call center QA” tool, we include it here because coaching sales agents (BDRs, SDRs, account executives) on their calls is vital, and Gong excels at that.
Gong automatically records sales calls (phone or Zoom), transcribes them, and then analyzes them for insights like talk ratios, competitor mentions, deal risks, and more.
If your “agents” are actually sales reps or account managers, Gong might be what you need.
What we like:
- Rich conversation analytics: Pick out key elements like customer questions, objections, next steps, sentiment, etc.
- Deal and pipeline insights: Tie conversations to deal outcomes and alert managers if a deal is at risk.
- Call library and search: Listen to top performers’ calls and search across calls.
- AI-generated coaching insights: Highlight things like monologue alerts, filler words, or missing call agenda.
Strengths:
- Incredibly easy to review sales calls and identify areas for improvement
- Deal tracking capabilities
- Centralized all our conversations
- AI-driven insights provide feedback on talk ratios, customer engagement, and next steps.
- Widely adopted for revenue intelligence
What could improve: (source)
- It provides so much data that new users can feel overwhelmed.
- Gong’s advanced features (analytics, trackers, integrations) can take time.
- There are platform fees plus per-user fees
- Some users have noted they’d like more flexibility in exporting data or tailoring some analytics
Pricing: High-end, custom pricing. Request your quote here.
Best For: Sales and revenue teams who need to analyze and improve customer conversations to drive more sales.
7. Chorus.ai (ZoomInfo Chorus) – conversation intelligence for coaching
Chorus.ai is another top conversation intelligence platform, similar in many ways to Gong.
It records and analyzes sales and support calls to facilitate coaching and insight-gathering.
The platform transcribes calls/meetings, flags important moments, and helps managers and reps review calls for learning.
Chorus places a strong emphasis on team collaboration – sharing call snippets, commenting, and building playlists of calls (e.g., “Great Objection Handling” playlist).
What we like:
- Real-time transcription & analysis: Provide live transcription during calls and analyze them.
- Collaboration and sharing: Highlight a segment of a call and share it with commentary.
- User-friendly interface: Has a clean, intuitive interface that reps tend to pick up quickly.
- Scorecards & trackers: Set up “trackers” for words or phrases, and Chorus will tag when those occur.
Strengths:
- Great for sharing call insights across the team
- Intuitive and well-integrated with daily workflow
- Real-time guidance and performance insights
- Good coaching and training tools
- Proven sales enablement features
What could improve: (source)
- Requires ZoomInfo infrastructure investment
- There’s a sentiment among some users that innovation slowed a bit post-acquisition
- A few users mention they’d like more customization in the interface or analytics.
- Slow responses from support
Pricing: Subscription, likely quote-based. Visit their pricing page for more information.
Best For: Sales teams or revenue-focused customer success teams that want a strong call coaching and analysis tool.
8. Avoma – AI meeting assistant and coaching
Avoma is different from others on this list: it is an AI tool for meeting transcription, note-taking, and collaboration, which also offers conversation intelligence and coaching insights.
It automatically records meetings or calls, transcribes them, and generates concise notes and action items.
For call coaching, Avoma provides analytics on talk time, call duration, key topics, and even a score for call performance if configured.
Avoma is very popular among teams that want to reduce the manual labor of note-taking and have a searchable archive of conversations, while also gleaning performance insights.
What we like:
- Automatic note-taking and summaries: Produce a well-structured summary after a call (agenda items, key decisions, next steps, etc.).
- Affordable entry point: Relatively low compared to giants like Gong/Chorus.
- Call coaching features: Provides analytics like who talked for how long, monologue alerts, patience (overlap) metrics, etc.
- CRM integration: Integrate with CRMs (like HubSpot, Salesforce) so that call summaries and insights can attach to contacts/deals.
- Ease of use: Signing up and using it is straightforward.
Strengths:
- Comprehensive meeting management
- Great for reviewing calls with the team
- Affordable alternative to Gong/Chorus with the core functionality
- Transcripts are quite accurate, and the AI highlights important moments
- Strong customer support
What could improve: (source)
- Some users find the call and recording issues frustrating
- Very large enterprises might miss certain admin features and advanced role permissions.
- Some users find accuracy issues with Avoma’s AI
- Inaccurate transcripts, particularly with complex terminology
Pricing: Start at $19/user/month. Check their various pricing plans here.
Best For: Small to mid-sized teams in sales, customer success, or account management that want to capture meeting insights and coach smarter without a big budget.
9. CallMiner Eureka – speech analytics + agent behavior tracking
CallMiner Eureka is an established enterprise speech analytics platform that has strong applications in both QA and agent performance management.
The tool has been around for decades in the analytics space. It is known for deep phonetic analysis, emotion detection, and handling high volumes of call data (millions of calls) to gain valuable insights.
In a call center context, Eureka is used to analyze every customer interaction (voice, email, chat) to identify trends, compliance issues, and agent behavior patterns.
It then allows quality teams to drill down into specific calls or moments and coach agents accordingly.
What we like:
- Omnichannel analysis: Ingest not just phone calls but also chats, emails, and social media.
- Emotion and sentiment scoring: Score the emotional content of a voice and provide an “emotion score.
- Highly configurable categories: Define categories or tags using combinations of language cues and metadata.
- Agent performance scoring: Track things like script adherence, AHT, silence periods, overtalk, etc., and produce performance scorecards automatically.
- Scale and reliability: Process huge volumes relatively quickly.
Strengths:
- Industry-leading conversation analytics
- Strong compliance and risk management features
- Enhanced agent performance through detailed feedback
- Stable and enterprise-approved
- Proven ROI across multiple use cases
What could improve:
- It takes time for users to become truly proficient with the CallMiner Eureka platform
- The interface looks complicated to new users.
- Some users faced faster loading times in the application.
- The quality of the playback could be improved
Pricing: Custom pricing. No public info, as deals are often bespoke. Contact for a custom quote.
Best For: Very data-driven organizations and large contact centers that need comprehensive speech analytics and compliance monitoring.
C. How to choose the right call QA/coaching platform
With so many great tools available, how do you pick the one that fits your contact center like a glove?
Here’s a quick guide to making the right choice:
1. Define your biggest challenge
Start by identifying whether your primary focus is QA automation, real-time coaching, compliance monitoring, or agent training. Different tools excel in different areas.
2. Match tools to team size
- Small teams (under 100 agents): Consider Enthu.AI, MaestroQA, or EvaluAgent for cost-effective QA
- Mid-market (100-500 agents): Look at Playvox, Observe.AI, or comprehensive platforms
- Enterprise (500+ agents): Evaluate CallMiner Eureka, NICE Nexidia, or Cresta for advanced features
3. Consider integration requirements
Ensure your chosen platform integrates seamlessly with existing CRM, phone systems, and workforce management tools. Poor integration creates data silos and reduces effectiveness.
4. Evaluate Scalability and ROI
Look for platforms that can grow with your business. Consider not just current pricing but also future costs as you add agents and features.
Bonus Tip: Take advantage of free trials and pilots. Enthu.AI offers 5 free evaluations to help you understand the platform’s value before committing.
Conclusion
The contact center industry is rapidly evolving, with AI and automation transforming how we approach agent coaching and performance management.
According to recent research, 79% of contact center leaders plan to invest in greater AI capabilities, and the global call center AI market is expected to reach $7.08 billion by 2030.
Key trends shaping 2025:
- Automated QA is becoming standard: Manual sampling is being replaced by 100% interaction analysis
- Real-time coaching gains traction: AI-powered guidance during live calls improves outcomes
- Data-driven insights drive decisions: Platforms that unify QA, coaching, and performance data win
- Cost-effectiveness matters: Solutions like Enthu.AI prove you don’t need enterprise budgets for enterprise features
The right agent performance and coaching platform can deliver significant ROI through improved CSAT scores, reduced training time, and lower agent turnover.
Whether you choose a specialized solution like Enthu.AI for comprehensive QA automation or an enterprise platform like Observe.AI for advanced analytics, the key is matching your tool to your specific needs and growth trajectory.
Remember, the goal isn’t just to monitor agent performance, it’s to consistently improve it through actionable insights, personalized coaching, and data-driven decisions
FAQs
What's the difference between agent coaching software and QA tools?
Agent coaching software focuses on developing agent skills through personalized feedback, training plans, and performance improvement programs. QA tools primarily evaluate and score interactions for compliance and quality assurance.
2. How much should I expect to spend on agent performance tools?
Pricing varies widely based on features and team size. Entry-level solutions start around $15/agent/month, while comprehensive platforms can cost $100-250/agent/month. Enterprise solutions may require significant annual commitments.
3. Can these tools integrate with my existing contact center technology?
Most modern agent performance platforms offer extensive integration capabilities with popular CRMs, phone systems, and workforce management tools. However, integration complexity varies. Always verify integration capabilities during your evaluation process.
