Level AI Contact Center Analytics

Level AI Contact Center Analytics is a reporting and analysis platform for teams that need to connect contact-center conversations with quality and customer outcomes. It is most compelling for established operations with several channels and stakeholder groups; buyers seeking a self-serve product with a predictable public price should look elsewhere.

Overview

The platform analyzes calls, chats, and emails alongside QA scores, customer feedback, and performance measures. Its central strength is bringing those sources into one reporting environment, where leaders can investigate agent and team results, call drivers, trends, and operational KPIs together. That breadth is useful for continuous improvement, but its enterprise orientation and custom pricing make it a less natural fit for small teams seeking a simple, low-commitment analytics tool.

Key features

Configurable reporting and dashboards

Custom reports can filter and group results by agent or team, compare performance, track KPIs, and examine historical trends. Built-in dashboards address QA performance, coaching, auditor performance, Voice of the Customer, and conversation insights. This gives quality and operations teams distinct views into the same underlying activity; the practical payoff depends on having the data connections and reporting practices to use them.

Tracked measures include QA Score, InstaScore, iCSAT, sentiment, customer effort, resolution status, NPS, CSAT, average handle time, and first contact resolution. That mix spans both customer outcomes and operational performance, helping teams look beyond a single quality score. Scheduled report sharing, PDF dashboard exports, and threshold-based alerts support recurring reviews and escalation when metrics cross set limits.

AI analysis and access

AI Workers let non-technical users ask questions about contact-center data in natural language. Threshold alerts can also trigger notifications or AI Workers. These features offer an alternative to manually navigating reports for every question, though the value still rests on having relevant, connected data.

Role-based permissions separate access by responsibility: agents can see their own data, managers and evaluators can see team data, and administrators can see organization-wide data. The API can move contact-center data between systems and connect it to business intelligence tools, making the product more suitable for organizations that need to incorporate its data into a wider analytics stack.

Integrations and safeguards

Integrations include Five9, Amazon Connect, Talkdesk, Genesys, Salesforce, Zendesk, Snowflake, and Microsoft Teams. Level AI says it holds ISO 27001, SOC 2 Type II, HIPAA, PCI DSS, HITRUST, and GDPR compliance or certifications, with audit documents accessible through its Trust Center. It states that names, card numbers, and Social Security numbers are redacted before AI processing; data is encrypted at rest with AES-256 and in transit with TLS 1.2 or higher; and customer data is not used to train shared models. These protections matter to regulated teams, but buyers should still assess contractual requirements and the service tier: the stated uptime commitment is 99.9% for Standard Platform and 99.95% for Enterprise Platform.

Pricing

Level AI Contact Center Analytics uses custom pricing, with buyers directed to request a demo. There is no public price to compare against team size or usage, so organizations should establish the total cost and applicable service terms before deciding whether the reporting breadth justifies adoption. No cheaper public tier or free plan is presented for this product.

Platforms

The product is available on the web and through an API. That combination suits teams that want a browser-based reporting environment as well as a route for moving data into other systems. The API is a data-connection option, not a substitute for checking whether the integrations and workflows required by a specific contact center are supported.

Who it's for

This is aimed at contact-center leaders, operations and product teams, and compliance stakeholders working with enterprise customer experience programs. It is a strong candidate when calls, chats, and emails need to be assessed alongside QA, customer feedback, and team metrics, with different access levels for agents and leadership. Smaller operations, or buyers who prioritize transparent pricing over configurable analytics, should consider alternatives.

Pros and cons

• Unified channel and outcome reporting: Calls, chats, and emails can be analyzed alongside QA, feedback, and performance data, reducing the need to treat these views as separate reporting problems.
• Broad reporting toolkit: Custom reports, purpose-specific dashboards, scheduled sharing, PDF exports, and alerts support both routine reviews and targeted investigations.
• Useful governance options: Role-based access and stated security controls address common needs for larger or regulated teams.
• Custom pricing limits early comparison: Buyers cannot readily judge affordability without engaging the vendor and clarifying their quote.
• Enterprise emphasis narrows its fit: The product is positioned for established customer experience teams, making it less suited to buyers who want a lightweight, self-serve option.

Alternatives

For a different approach to speech and contact-center analytics, compare the Call Center Speech Analytics Software and Contact Center Analytics Software category guides. The Customer Experience Analytics Software and Customer Interaction Analytics Software guides are relevant when the buying priority is broader experience or interaction analysis; Agent Assist Software and Speech Analytics Software offer additional category comparisons.

Convin is worth considering when a free plan and trial matter: its free plan includes a manual QA platform, flexible auditing template, automated audit workflow, and reporting dashboard, and it supports Android, iOS, and web. SESTEK Text-to-Speech is a neutral alternative for buyers exploring a text-to-speech product with API, Linux, self-hosted, and Windows platforms. Feelingstream is another paid option, with API, macOS, self-hosted, web, and Windows platforms.

QEval is a paid option from ETS Labs, the applied AI division of Etech Global Services, which says it has operated contact centers since 2003. Xdroid Customer Interaction Intelligence Platform may suit teams evaluating a deployment that requires at least 25 agents. AmplifAI Quality Assurance is another paid option with API, self-hosted, and web platforms. MaxContact Auto QA may suit buyers seeking an Auto QA product priced on conversation volume with monthly or annual contract options. Balto QA is a paid alternative with no free plan or trial and may include monthly per-seat fees under its custom terms.

Verdict

Choose Level AI Contact Center Analytics if an established contact center needs one configurable reporting environment for multichannel conversations, quality, feedback, and performance, with role-based access and routes into a wider data stack. Its strongest reason to buy is that unified view; its main drawback is having to request custom pricing and assess service-tier terms before the cost and commitment are clear.