Level AI Contact Center Analytics review
Flexible omnichannel analytics with custom reporting, AI analysis, and deployment options.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Level AI Contact Center Analytics is an enterprise contact center analytics platform for CX and contact center teams. It brings voice calls, chats, and emails into unified reporting and dashboards, alongside QA scores, customer feedback, CSAT, sentiment, call drivers, and performance metrics. Analytics teams can use it to compare agents, teams, and bots while organizing reporting around operational and customer-experience KPIs.
The pricing model is contact sales with custom order-form pricing, so the buying process centers on a sales conversation rather than named self-serve tiers. Deployment options include web, API, and self-hosted access, giving organizations flexibility in how they connect analytics to their environment. Named integrations include OneLogin, Microsoft Azure, Okta, and Guru, while API connectivity supports connections with analytics and business-intelligence tools.
Its strongest distinction is the breadth of its reporting and analysis layer. Teams can build reports with filters, grouping, comparisons, and historical trends; customize dashboards for agents, teams, QA, CSAT, and call drivers; schedule shareable reports; and configure threshold-based alerts. AI-powered natural-language questions and analyst AI Workers add another way to investigate performance, while multiple scorecards and blended scoring support more tailored interaction evaluation. Level AI is a strong fit for analytics teams that need flexible omnichannel reporting and varied scoring models. Teams seeking transparent self-serve pricing, a narrower tool, or open-source software should consider a different category fit.
Level AI Contact Center Analytics pros and cons
- Where it wins
- Analyzes voice calls, chats, and emails in unified reports
- Supports custom dashboards, reports, alerts, and benchmarking
- Offers natural-language analysis, APIs, and self-hosted deployment
- Where it doesn't
- Custom order-form pricing requires a sales conversation
- Enterprise-focused positioning may exceed smaller teams’ needs
- Not open source for teams seeking community-maintained software
Level AI Contact Center Analytics fact sheet, pricing and score →
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