What is Level AI?
Level AI is a conversational intelligence and quality automation platform that analyzes customer interactions to help contact centers improve agent performance, customer experience, and operational efficiency.
It combines AI, QA workflows, and real-time insights to score interactions, flag issues, and surface coaching opportunities.
Level AI Overview
Level AI is best suited for fast-growing, quality-driven contact centers that want to automate large portions of QA, gain deep visibility into customer interactions, and use AI to improve agent coaching and customer experience.
It’s a strong fit for teams that prioritize accurate scoring, multi-modal analysis, and scalable workflows without fully replacing human oversight.
Level AI Features and Capabilities
- Automated Quality Scoring
- Multi-Modal Conversation Intelligence
- Real-Time Coaching Insights
- Omnichannel Interaction Analysis
- Customizable QA Forms and Workflows
- Performance Dashboards and Trend Analytics
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✅ Pros |
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Strong automated QA tools that reduce manual scoring time |
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Accurate transcription and intent detection across channels |
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Intuitive dashboards that surface trends for coaching and CX improvement |
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Flexible workflows that can adapt to complex QA programs |
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❌ Cons |
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Limited real-time guidance compared to other leading contact center providers |
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Setup and customization can be time-intensive for smaller teams |
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Heavier reliance on post-call insights rather than live, in-call support |
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Pricing can be less transparent for mid-market buyers with tighter budgets |
Level AI Alternatives & Competitors 2025
| Feature | Level AI | Balto | Observe.AI | Cresta | Cogito / Verint | Gong | Chorus.ai / ZoomInfo | CallMiner | Invoca | ASAPP | Uniphore |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Real-Time Agent Guidance | ✅ | ✅ | ❌ | ✅ | ✅ | ❌ | ❌ | ❌ | ❌ | ✅ | ✅ |
| Post-Call Analytics | ✅ | ✅ | ✅ | ✅ | ❌ | ✅ | ✅ | ✅ | ✅ | ❌ | ✅ |
| QA Automation | ✅ | ✅ | ✅ | ❌ | ❌ | ❌ | ❌ | ✅ | ❌ | ❌ | ✅ |
| Emotion or Sentiment Detection | ✅ | ✅ | ✅ | ❌ | ✅ | ❌ | ❌ | ✅ | ❌ | ❌ | ✅ |
| Sales Intelligence / Deal Insights | ❌ | ✅ | ❌ | ✅ | ❌ | ✅ | ✅ | ❌ | ✅ | ❌ | ❌ |
| Omnichannel Support (Voice + Chat) | ✅ | ✅ | ✅ | ✅ | ❌ | ❌ | ❌ | ✅ | ❌ | ✅ | ✅ |
| Knowledge Assist / Content Surfacing | ✅ | ✅ | ✅ | ✅ | ❌ | ❌ | ❌ | ✅ | ❌ | ❌ | ✅ |
| CRM & Platform Integrations | ✅ | ✅ | ✅ | ✅ | ❌ | ✅ | ✅ | ✅ | ✅ | ❌ | ✅ |
Top Level AI Alternatives & Competitors
1. Balto
Balto is a real-time guidance platform designed to complement or replace post-call QA solutions like Level AI by helping agents get conversations right while they’re happening.
Key features:
- Real-Time Agent Guidance with live prompts and recommended responses
- Real-Time QA that automatically scores calls as conversations unfold
- Real-Time Coaching Dashboards that show supervisors what’s happening on active calls
- Playbook Builder for fast updates and deployment without relying on technical teams
- Post-Call Insights showing which prompts fired and how agents responded
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✅ Pros |
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Immediate performance improvement because guidance happens during the call rather than after |
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Stronger compliance enforcement and consistency compared to post-call–only tools |
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Faster onboarding and ramp for new agents due to in-call support |
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Easy, non-technical playbook updates |
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Built for agent adoption with simple, clear prompts |
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❌ Cons |
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Primarily focused on voice rather than full omnichannel analysis |
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Less suited for teams that want deep post-call analytics without real-time intervention |
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Requires leadership buy-in to embrace a real-time coaching model |
Best for: Contact centers that want real-time improvement, not just post-call insight, and need to reduce repeat calls, improve CSAT, and enforce compliance during the interaction.
Why are Contact Centers Switching from Level AI to Balto?
Real-Time Impact Instead of After-the-Fact Insights
Level AI focuses on post-call QA and analysis. Balto delivers in-the-moment guidance that changes the outcome of live conversations. Teams switch because improving performance during the call leads to faster gains in CSAT, compliance, and first call resolution.
Trusted by Top Contact Centers
Your business is in good hands with Balto. With a 4.8 rating and over 300 reviews on G2, Balto is the favorite real-time solution for top-performing contact centers.
Lower Repeat Calls and Stronger Compliance
Level AI flags issues after they occur. Balto prevents them. By giving agents real-time guidance and real-time QA, Balto helps teams reduce repeat calls, close gaps before they escalate, and enforce compliance on every interaction. This shift from detection to prevention is why many teams make the switch.
Why You Should Choose Balto Over Level AI
With our smarter AI, simple onboarding with one-day integrations, and focus on agent empowerment, we think the choice is clear. We invite you to get a demo to see the difference for yourself.
Don’t Just Take Our Word For It
vs
June 01, 2022
“Balto has allowed me to be more confident and successful when speaking to my clients. I love the fact that it’s real-time, lets me know what I’ve said, and gives me extra key points.”
Jan 12, 2022
“It’s like having a little helper on my desktop.”
June 01, 2022
“I like the real-time information we can see as call interactions take place. We can build our playbook to best complement our business needs while delivering excellent customer service. Everyone at Balto is friendly and fantastic when we need assistance.”
July 18, 2022
“IT HAS IMPROVED MY SALES ASTRONOMICALLY.”
2. Cresta
Cresta is a real-time conversational intelligence platform that uses AI to assist agents, surface insights, and improve both live and post-call performance.
Compared to Level AI’s post-call QA and analytics model, Cresta emphasizes real-time agent assistance layered on top of broader interaction intelligence.
Key features:
- Real-Time Agent Assist with AI-suggested responses
- Post-Call Analytics and coaching workflows
- Real-Time Supervisor Dashboards showing active conversations
- Knowledge Assist that surfaces relevant articles during calls
- Playbooks that support both sales and service use cases
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✅ Pros |
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Strong real-time agent assistance that goes beyond Level AI’s post-call focus |
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Unified coaching capabilities for both in-call support and post-call development |
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Robust transcription and conversation intelligence |
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Helpful knowledge surfacing for complex or technical inquiries |
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❌ Cons |
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More operational setup than Level AI due to broader functionality |
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Real-time prompts may require refinement to match each team’s workflow |
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Pricing often caters to mid-market and enterprise budgets |
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Can feel heavier for teams that only want QA automation |
Best for: Contact centers seeking both real-time agent guidance and deeper post-call analytics. Cresta is especially strong for teams that want to improve conversations as they happen while still getting comprehensive reporting afterward, making it a step up for organizations outgrowing Level AI’s post-call–centric approach.
3. Cogito / Verint
Cogito (now part of Verint) is an emotional intelligence and behavioral analytics platform that provides real-time cues to help agents manage tone, empathy, and conversation flow.
Unlike Level AI, which focuses mainly on post-call QA and automated scoring, Cogito is designed to improve the human side of live customer interactions through behavioral and emotional guidance.
Key features:
- Real-Time Emotional Cues (empathy, tone, pacing, energy)
- Behavioral Coaching and soft-skill reinforcement
- Real-Time Supervisor Dashboards showing agent sentiment and stress levels
- Post-Interaction Behavioral Insights for coaching
- Integrations with major CCaaS and telephony platforms
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✅ Pros |
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Unique strength in emotional and behavioral guidance that Level AI does not provide |
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Real-time cues help agents adjust tone and empathy instantly |
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Good for large CX teams needing soft-skill consistency |
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Useful supervisor dashboards focused on agent well-being and customer sentiment |
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❌ Cons |
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Limited focus on transcript-level QA automation compared to Level AI |
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Less emphasis on detailed post-call scoring and workflow customization |
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Real-time cues can feel generic without tuning |
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Best suited for voice; not as strong across digital channels |
Best for: Contact centers that prioritize soft-skill coaching, customer emotion management, and real-time behavioral support during calls. Cogito is a strong choice for teams that want emotional intelligence insights, while Level AI is better for those focused on structured QA automation and detailed post-call analysis.
4. Gong
Gong is a revenue intelligence platform that analyzes sales calls, emails, and meetings to help go-to-market teams understand pipeline health and improve rep performance.
Compared to Level AI, which is built for customer service and QA automation, Gong focuses on sales workflows, deal visibility, and coaching based on buyer signals.
Key features
- Conversation Intelligence across calls, emails, and video meetings
- Deal and Pipeline Health analytics
- Sales Coaching insights based on rep behavior and buyer reactions
- Market Intelligence showing competitor mentions and trends
- Integrations with major CRMs and sales tools
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✅ Pros |
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Excellent visibility into sales pipeline risk and deal progression |
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Strong coaching insights for sales managers |
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Useful competitor intelligence and buyer sentiment tracking |
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Broad coverage across multiple communication channels |
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❌ Cons |
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Designed for sales, not customer service or QA |
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Lacks automated QA workflows that Level AI provides |
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No real-time voice-of-agent support during calls |
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Pricing aligns with mid-market and enterprise sales teams |
Best for: Sales organizations that want deep insight into pipeline health, agent performance, and buyer behavior across every interaction. Gong is ideal for revenue teams, while Level AI is more appropriate for customer support groups that need automated QA scoring, service insights, and operational consistency.
5. Chorus AI / ZoomInfo
Chorus AI, now part of ZoomInfo, is a conversation intelligence platform that analyzes sales calls, emails, and meetings to help revenue teams improve win rates and pipeline visibility.
While Level AI focuses on customer service QA and post-call performance management, Chorus is designed for sales organizations that want insights into buyer behavior and rep effectiveness.
Key features
- Conversation Intelligence for calls, emails, and video meetings
- Deal and Pipeline Review tools with call snippets
- Sales Coaching workflows for managers
- Competitor and market trend detection
- Tight integration with the broader ZoomInfo data ecosystem
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✅ Pros |
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Strong analysis of sales interactions with clear coaching takeaways |
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Helpful for understanding buyer objections and competitor mentions |
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ZoomInfo integration enhances prospecting and account research |
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Good for sales teams that want call libraries and coachable moments |
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❌ Cons |
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Built for sales, not customer service or QA automation |
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Does not offer automated quality scoring like Level AI |
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Lacks real-time in-call assistance |
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Requires alignment with the ZoomInfo platform for full value |
Best for: Revenue and sales organizations that want to analyze calls at scale, improve coaching, and strengthen their pipeline reviews. Chorus is a strong fit for sales teams, while Level AI remains better suited for customer support teams seeking automated QA, post-call scoring, and operational insights.
6. CallMiner
CallMiner is an enterprise conversation analytics platform that captures and analyzes customer interactions across voice and digital channels.
Compared to Level AI, which focuses on QA automation and post-call scoring, CallMiner emphasizes large-scale intelligence, risk monitoring, and customer experience analytics for high-volume, heavily regulated environments.
Key features
- Omnichannel interaction analytics across voice, chat, email, and text
- Automated scoring and categorization for QA and compliance
- Customer sentiment and emotion analysis
- Root cause analysis with powerful search and filtering
- Executive dashboards for CX, compliance, and operations teams
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✅ Pros |
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Extremely strong at large-scale data mining across millions of conversations |
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Robust compliance and risk analytics for regulated industries |
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Flexible scoring frameworks for QA and CX programs |
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Deep insights for identifying operational trends and root causes |
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❌ Cons |
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More complex to set up and maintain than Level AI |
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Interface and workflows can feel heavy for smaller teams |
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Less focused on day-to-day coaching and team-level QA use cases |
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Not as straightforward for teams that want quick deployment and simple automation |
Best for: Large or enterprise contact centers that need broad omnichannel analytics, sophisticated compliance monitoring, and deep root cause analysis.
CallMiner is ideal for organizations with high interaction volume and complex regulatory requirements, while Level AI is often preferred by teams seeking more direct QA automation, agent scoring, and coaching-oriented workflows.
7. Invoca
Invoca is a call tracking and analytics platform that connects phone conversations to marketing attribution, helping organizations understand which campaigns drive inbound calls and revenue.
Unlike Level AI, which focuses on QA automation and post-call evaluation for support teams, Invoca is built for marketing and sales teams that need attribution, conversion insights, and buyer intent visibility.
Key features
- Call tracking and attribution tied to marketing campaigns
- AI-driven intent detection and outcome classification
- Revenue reporting for phone-based conversions
- Call routing and optimization for high-performing campaigns
- Integrations with advertising platforms, CRMs, and analytics tools
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✅ Pros |
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Excellent for understanding which marketing channels drive calls and conversions |
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Strong intent detection that identifies high-value leads |
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Useful reporting that ties calls to revenue outcomes |
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Powerful integrations with Google, Meta, Salesforce, and other ad platforms |
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❌ Cons |
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Designed for marketing attribution rather than QA or service workflows |
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Does not offer post-call quality scoring like Level AI |
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No agent coaching or performance management features |
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Less relevant for support teams focused on CSAT, compliance, or repeat call reduction |
Best for: Marketing and sales organizations that rely heavily on inbound phone calls and want to optimize their campaigns, budgets, and conversion performance. Invoca is ideal for attribution and lead quality analysis, while Level AI is better suited for contact centers that need structured QA automation, post-call insights, and service team performance improvements.
8. ASAPP
ASAPP is an AI-driven agent assist and automation platform that helps large customer service teams improve efficiency through real-time guidance and workflow automation.
Compared to Level AI, which centers on post-call QA and automated scoring, ASAPP focuses on reducing handle time, improving accuracy, and streamlining complex workflows during live interactions.
Key features
- Real-time agent assist with suggested replies and next steps
- Automated workflows that reduce manual after-call work
- Predictive recommendations based on customer intent
- Post-call analytics tied to efficiency and handle time metrics
- Integrations with major CRMs and CCaaS platforms
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✅ Pros |
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Strong real-time assistance that improves handle time and accuracy |
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Powerful workflow automation that reduces agent effort |
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Good fit for enterprise teams with complex processes |
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Useful efficiency reporting for operations and workforce teams |
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❌ Cons |
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Less focused on structured QA automation than Level AI |
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Can require significant integration and tuning for full value |
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Primarily designed for large enterprises rather than mid-market teams |
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Less emphasis on post-call coaching workflows compared to Level AI |
Best for: Large contact centers with complex processes that want to reduce handle time and automate agent workflows in real time. ASAPP is particularly strong for enterprise operations teams, while Level AI remains a better option for organizations focused on QA automation, post-call scoring, and consistent coaching workflows.
9. Uniphore
Uniphore is an enterprise-grade conversational AI platform that combines speech analytics, customer sentiment analysis, agent assist, and automation to support large global contact centers.
While Level AI focuses mainly on post-call QA automation and scoring, Uniphore delivers a broader suite that spans pre-call, in-call, and post-call experiences with an emphasis on emotion, intent, and workflow automation.
Key features
- Real-time agent assist with intent and sentiment detection
- Emotion AI that analyzes tone, stress, and customer sentiment
- Automated QA and compliance scoring
- Workflow automation for after-call tasks
- Omnichannel analytics across voice and digital interactions
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✅ Pros |
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Strong emotional and sentiment analysis that goes deeper than Level AI |
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Broad platform that supports real-time guidance, QA, and automation |
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Useful for large enterprises with multilingual or high-volume needs |
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Integrations with major CRMs and CCaaS platforms |
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❌ Cons |
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The platform can feel complex compared to Level AI’s simpler QA-first approach |
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Requires more setup and tuning to get full value |
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Pricing is typically aimed at enterprise budgets |
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May be more than what mid-market QA teams need |
Best for: Large contact centers that want a comprehensive platform covering emotion analysis, real-time agent assist, and workflow automation.
Uniphore is well-suited for enterprise-scale CX programs, while Level AI is often chosen by teams that want a more focused QA automation and post-call performance management solution.
10. Observe AI
Observe AI is a conversation intelligence and QA automation platform that analyzes customer interactions to improve quality, compliance, and agent coaching.
Compared to Level AI, Observe AI offers a broader suite with speech analytics, agent performance insights, and workflow tools, though both solutions center heavily on post-call QA and evaluation.
Key features
- Automated QA scoring and form-based evaluations
- Speech analytics with intent, sentiment, and topic detection
- Coaching workflows with performance dashboards
- Compliance monitoring and risk detection
- Call transcription and searchable interaction libraries
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✅ Pros |
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Strong automated QA capabilities that rival Level AI |
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Robust post-call analytics for coaching and compliance |
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Flexible QA forms and evaluation workflows |
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Good reporting for supervisors and operations teams |
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❌ Cons |
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More complex configuration compared to Level AI’s streamlined setup |
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Real-time capabilities are limited relative to the market |
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Requires time to tune scoring models for accuracy |
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Can feel heavy for teams that only want straightforward QA automation |
Best for: Contact centers that want a comprehensive post-call QA platform with analytics, compliance monitoring, and structured coaching workflows.
Observe AI fits teams looking for deeper insights and customizable evaluations, while Level AI is typically chosen for simplicity, ease of use, and a more focused post-call QA automation experience.
Key Features to Consider When Choosing Contact Center Software
Choosing a replacement for Level AI means looking beyond post-call QA and finding software that improves customer experience, agent performance, and operational simplicity.
The strongest platforms combine real intelligence with actionable, in-the-moment support.
Real-Time Agent Assist
Look for platforms that guide agents during live calls so they can avoid mistakes, follow workflows, and handle objections more confidently.
Automated QA Scoring
The system should score interactions accurately and consistently, with simple controls to customize rubrics for your team.
Omnichannel Insights
The platform should unify data from voice, chat, and digital channels to give a complete view of customer experience.
Live Supervisor Visibility
Supervisors need dashboards that show active calls, emerging issues, and coaching opportunities while conversations are still happening.
No-Code Playbook or Workflow Updates
Choose software that lets you update prompts, scripts, and guidance instantly without engineering help.
Clear Performance Analytics
You want reporting that shows exactly how guidance, QA, or coaching improved outcomes like CSAT and repeat calls.
The right platform helps you improve performance in real time, not after the fact.
Top Level AI Alternatives
Top Level AI alternatives include platforms like Balto, Cresta, Cogito, Observe AI, and CallMiner, each offering different strengths across real time guidance, QA automation, analytics, and efficiency.
These tools vary widely in how they handle transcription accuracy, coaching workflows, and the balance between post-call analysis and in-call support. Buyers should evaluate how quickly each platform can improve agent performance, reduce repeat calls, and drive measurable customer experience gains.
Balto stands out because it improves conversations in real time, helping agents succeed while the call is still happening.
FAQs
Chris Kontes
Chris Kontes is the Co-Founder of Balto. Over the past nine years, he’s helped grow the company by leading teams across enterprise sales, marketing, recruiting, operations, and partnerships. From Balto’s start as the first agent assist technology to its evolution into a full contact center AI platform, Chris has been part of every stage of the journey—and has seen firsthand how much the company and the industry have changed along the way.
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