Centrical
Centrical provides an AI-powered Performance Intelligence OS for enterprise frontline employees, unifying performance signals, AI-guided coaching, microlearning, quality management, and gamification to drive measurable behavior change across contact centers, financial services, BPO, hospitality, and insurance in 150 countries.
- Company typePrivate
- Founded2013
- HeadquartersNew York, United States
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What Centrical does
Centrical, founded in 2013 by Gal Rimon (originally as GamEffective), is an enterprise software company that sells a unified Performance Intelligence OS designed to close the action gap between performance data and frontline employee behavior. The platform ingests KPIs, quality evaluations, conversational intelligence, and engagement signals and orchestrates AI-guided coaching, personalized microlearning, role-play simulations, quality management, and gamification in a continuous execution loop. It is sold as a SaaS subscription under four commercial structures (per-user, per-user with activity limits, company-wide, and enterprise-wide), priced annually on a quote basis and targeted at Fortune 500 customers.
The product is organized around seven interconnected modules — Gamification, Centrical AI (MegAI), Performance Management, Coaching, Quality Assurance, Microlearning, and Voice of Employee — and is complemented by four feature modules launched or expanded in June 2026: AI Role-Play Simulations, Guided Coaching, Real-Time Signals, and Model Context Protocol integration with Claude and ChatGPT. Native integrations span Salesforce, Microsoft Teams, Genesys, NICE CXone, Amazon Connect, Gong, Verint, SAP, Workday, and AWS Bedrock, positioning the platform inside the broader enterprise AI and contact center stack. The company is headquartered in New York with offices in Tel Aviv and London, operates in 150 countries across 60+ languages, and supports 250,000+ users. It holds ISO 27001, ISO 27701, SOC 2 Type 2, GDPR, and CCPA compliance certifications.
Centrical distributes exclusively through direct enterprise field sales targeting contact centers, financial services, BPO, hospitality, insurance, and technology verticals. Named customers include Samsung, Microsoft, Deutsche Telekom, DHL, IHG Hotels & Resorts, adidas, Synchrony Financial, Teleperformance, Webhelp, Orkin, and Swiss Life, alongside multiple top-five U.S. banks. The company has raised over $100 million across six funding rounds since 2014, most recently a $39 million Series D in June 2026 led by Leeds Illuminate and Kingfisher Investment with participation from JVP, and reports operational profitability.
Centrical firmographics
Firmographics- Name
- Centrical
- Legal name
- Biz-Effective Ltd.
- Website
- https://centrical.com
- Company type
- Private
- Founded year
- 2013
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- Centrical provides an AI-powered Performance Intelligence OS for enterprise frontline employees, unifying performance signals, AI-guided coaching, microlearning, quality management, and gamification to drive measurable behavior change across contact centers, financial services, BPO, hospitality, and insurance in 150 countries.
- Ownership category
- akta.pro rank
Centrical industry classification
Industry- Product category
- Workforce Engagement and Performance Management Software
- NAICS
- Software Publishers (513210)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- B2B SaaS & Enterprise Personalization (CRM, Sales, Support) (HDAAAGAJ)
- akta.pro secondary industry
- AI Observability, Monitoring & Evaluation Platforms (Drift, Quality, Safety) (HDAEANAF)
Keywords
Where Centrical is headquartered
LocationHeadquarters
- HQ city
- New York
- HQ country
- United States
- HQ region
- North America
Offices3 records
Markets served
Centrical business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- SaaS Subscription: Enterprise SaaS subscription model with multiple subscription types: User Count Subscription, User Count Limited Activities Subscription, Company-Wide Subscription, and Enterprise-Wide Subscription. Fees are paid annually with net 30 payment terms.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Per seat | Annual | User Count Subscription - access through User IDs up to specified number |
| Per seat | Annual | User Count Limited Activities - access with maximum number of Activities specified |
| Subscription | Annual | Company-Wide Subscription - unlimited User IDs for Customer Personnel |
| Subscription | Annual | Enterprise-Wide Subscription - unlimited for Customer and Affiliates |
Go-to-market motion3 records
Distribution channels1 record
Marketing channels8 records
Centrical product offering
Product offeringCore offering
Centrical provides an AI-powered Performance Intelligence OS that unifies performance signals, KPI data, quality evaluations, and conversational intelligence into AI-guided insights and orchestrated actions for frontline employees. The platform combines AI coaching, personalized microlearning, AI Role-Play Simulations, gamification, quality management, and performance management into a continuous execution loop designed to close the action gap between performance data and behavior change. The software is sold as enterprise SaaS subscriptions to Fortune 500 organizations across contact centers, banking, insurance, hospitality, BPO, and technology verticals in 150 countries.
Product overview
Centrical offers a unified Performance Intelligence OS for frontline organizations that closes the action gap between performance data and behavior. The platform operates as a platform-plus-modules architecture built around the core Performance Intelligence OS, which integrates seven interconnected modules: Gamification for motivation and engagement, Centrical AI (MegAI) as the AI-powered digital coach, Performance Management for KPI visibility, Coaching for manager development, Quality Assurance for evaluation workflows, Microlearning for personalized skill development, and Voice of Employee for sentiment tracking. The platform connects performance signals (KPIs, quality data, engagement metrics, business events) to AI-guided, hyper-personalized interventions through coaching actions, microlearning, role-play simulations, and gamified challenges, then measures outcomes to close the continuous improvement loop. Key feature launches include AI Role-Play Simulations, Guided Coaching with AI Prep and AI Capture, Real-Time Signals for anomaly detection, and MCP integration for Claude and ChatGPT connectivity.
Differentiator
Problem solved
Functional benefit
Brands
- MegAI: AI-powered digital coach for improving employee performance
- Performance Intelligence OS
- All Play Simulation
- Coaching Assistant
- Performance Experience Methodology
Products and services
- Performance Intelligence OS The core unified enterprise platform that closes the action gap between performance data and frontline behavior by connecting performance signals, AI-guided coaching, personalized learning, quality management, and gamification into one continuous execution loop. Sold as an enterprise SaaS subscription to Fortune 500 organizations across contact center, banking, insurance, hospitality, BPO, and technology verticals.
- Centrical AI (MegAI) AI-powered digital coach that provides daily triggers to managers identifying who to coach and recognize in real time, generates personalized insights and coaching recommendations, and powers AI Role-Play Simulations and Guided Coaching capabilities. For enterprise managers and frontline employees.
- Gamification Enterprise-grade gamification offering that engages and motivates frontline teams through gamified goals, KPI-tied competitions, peer and manager recognition, performance nudges, and a virtual rewards store, all directly connected to performance outcomes.
- Performance Management Performance management module that unifies KPIs, behavioral data, quality trends, and business goals into one view, providing AI Performance Summaries, coaching insights, predictive analytics, and benchmarking for employees and managers.
- Coaching AI-powered coaching module that surfaces who needs attention, recommends what to focus on, guides session prep and documentation, and activates follow-up plans like learning activities and personal goals. Includes AI-generated insights, AI session prep, auto-documentation, and personal goal setting for managers.
- Quality Assurance Quality management module that connects quality signals directly to employee development and manager coaching workflows through evaluation workflows, AI-generated feedback, next best actions, custom forms, and gamified quality KPIs.
- Microlearning Personalized microlearning module that delivers training triggered by performance signals like KPI gaps, quality trends, and knowledge scores, featuring personalized learning paths, AI content creation and translation, knowledge retention engine, social learning, and AI quiz summaries.
- Voice of Employee Employee sentiment and engagement module that captures frontline sentiment, knowledge confidence, and engagement signals through pulse checks and micro-surveys, feeding directly into manager coaching insights before small problems become attrition.
- Performance Experience Methodology Centrical's proprietary methodology for improving operational performance and customer experience by personally guiding frontline employees across every stage of the employee lifecycle through four strategies: Align, Engage, Perform, and Optimize.
Quantifiable outcome
- Samsung customer service teams improved first-call resolution by 7.5% while cutting manager administrative work by 70%
- +7 more outcomes
Companies that use Centrical
Customer profileNamed customers13 records
Segments10 records
Ideal customer profiles5 records
Centrical technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration10 records
AI capability13 records
Feature10 records
Centrical partnerships and signals
Strategic signalPartnerships
Ten partnerships are on record, tiered strategic, minor and core.
- AscensosstrategicAwarded Forum Award - Highly Commended in Partnership category (2026). Ascensos is a BPO/contact center partner that resells and deploys Centrical's platform to end customers.
- FirstsourceminorNominated alongside Firstsource for UK NCC Awards - CCW Disruptive Technology of the Year, indicating a go-to-market partnership in the UK/NCC market.
- SalesforcecoreNative integration partner. Salesforce integration allows performance data synchronization with CRM workflows.
- Microsoft TeamscoreNative integration partner. Microsoft Teams integration enables performance guidance within collaboration workflows.
- GenesyscoreNative integration partner for contact center workforce engagement management.
- NICE CXonecoreNative integration partner for contact center quality and performance management.
- Amazon ConnectcoreNative integration partner for AWS-based contact center performance management.
- GongstrategicIntegration partner for conversation intelligence and sales performance analysis.
- VerintstrategicIntegration partner for workforce engagement and quality management.
- AWS BedrockcoreAI and machine learning infrastructure provider used for processing and storing audio recordings and transcripts within All Play Simulation and Coaching Assistant features.
Scale indicators14 records
Recent moves8 records
Expansion highlights6 records
Centrical competitors and assessment
Company assessmentDirect peers
- NICE: Long-established workforce engagement management and contact center analytics vendor. Direct overlap with Centrical on quality management, performance management, and coaching within contact center and back-office operations.
- Verint: Workforce engagement and customer analytics platform with native quality, performance, and coaching workflows. Listed as a Centrical integration partner, reflecting overlapping customer base and feature parity in WEM.
- Genesys: Major contact center platform with workforce engagement and performance capabilities. Direct overlap on contact center coaching and quality use cases that Centrical addresses for shared enterprise customers.
- Calabrio: Workforce engagement management suite for contact centers covering quality, performance, and coaching. Comparable on target buyer (enterprise contact center leaders) and core functional modules.
Emerging players
- Cresta: AI-native real-time coaching and agent assistance platform for contact centers. Overlaps with Centrical's AI Coaching, AI Role-Play Simulations, and Real-Time Signals capabilities, particularly on generative AI for frontline agents.
- Gong: Conversation intelligence platform used for sales and service performance. Overlaps on conversation analytics feeding coaching and quality workflows; also a Centrical integration partner.
- Betterworks: Continuous performance management and employee engagement platform. Comparable on performance management, goal setting, and coaching modules targeting enterprise workforces.
- Lattice: Performance management and employee experience SaaS for mid-market and enterprise. Overlaps on goals, performance reviews, and engagement feedback components of the Centrical platform.
Broad incumbents
- Salesforce: Dominant CRM and customer experience platform with Sales/Service Cloud and Slack-based collaboration. Overlaps on CRM-tied performance and coaching workflows and is a core Centrical integration partner.
- Microsoft: Enterprise productivity and employee experience vendor with Viva, Teams, and Dynamics 365. Cited as a Centrical customer and integration partner; competes broadly in employee experience and could expand WEM-adjacent capabilities.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat4 records
Key risks7 records
Key highlights7 records
Customer concentration
Centrical social profiles
Digital presenceCentrical compliance and trust
Trust signalCompliance7 records
Centrical financial estimates
Financial estimateRevenue estimate
Valuation estimate
Centrical leadership team
Management profileNumber of profiles
Profiles12 records
Centrical funding detail
Funding detailFunding overview
Funding rounds6 records
Investors12 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Centrical M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Centrical
What does Centrical do?
Centrical provides an AI-powered Performance Intelligence OS that unifies performance signals, KPI data, quality evaluations, and conversational intelligence into AI-guided insights and orchestrated actions for frontline employees. The platform combines AI coaching, personalized microlearning, AI Role-Play Simulations, gamification, quality management, and performance management into a continuous execution loop designed to close the action gap between performance data and behavior change. The software is sold as enterprise SaaS subscriptions to Fortune 500 organizations across contact centers, banking, insurance, hospitality, BPO, and technology verticals in 150 countries.
Is Centrical a public or private company?
Centrical is a private company. It is classified as venture growth investor backed and is currently operating.
When was Centrical founded?
Centrical was founded in 2013. It employs 101 to 250 people.
Where is Centrical based?
Centrical is headquartered in New York, United States, in the North America region.
How does Centrical make money?
One revenue line is on record: saaS Subscription.
Who are Centrical's main competitors?
Direct peers on record are NICE, Verint, Genesys and Calabrio. Emerging players are Cresta, Gong, Betterworks and Lattice. Broad incumbents are Salesforce and Microsoft.
Does Centrical have an API?
Yes. Centrical offers Model Context Protocol (MCP) servers that connect the Centrical platform directly to AI assistants including Claude, ChatGPT, and any MCP-aware AI client. The MCP integration enables employees, administrators, and analysts to ask questions, run analysis, and take action on Centrical data without leaving their AI assistant of choice. MCP also enables agent-to-agent communication, allowing Centrical's AI agents to interact directly with external AI agents across platforms. Additional MCP servers and a Centrical command-line interface (CLI) are on the roadmap. Developer documentation is at centrical.com/ai-information.
What industry is Centrical in?
Centrical's product category is Workforce Engagement and Performance Management Software. Its primary akta.pro industry code is HDAAAGAJ, B2B SaaS & Enterprise Personalization (CRM, Sales, Support), with a secondary code of HDAEANAF, AI Observability, Monitoring & Evaluation Platforms (Drift, Quality, Safety). Its NAICS code is 513210 and its SIC code is 7372.