Observe.AI Zooms in on Customer Interactions

Contact centers directly influence customer loyalty and retention. As customer interactions become more complex, and as brands double down on their contact centers, agents are faced with delivering better customer experiences while developing new skills, such as empathy and active listening.

Observe.AI, which raised $125 million in Series C funding for contact center AI with Zoom as an investor, continues to work to empower modern contact center agents to deliver the new standards of customer experiences.

Observe.AI, with Zoom Contact Center, delivered a solution that enriches agent performance and coaching with conversation intelligence and workflow automation. With the solution, customer experience, revenue and retention improved.

“Zoom Contact Center is empowering users with the right tools to address complex enquiries and deliver deeper engagement,” said Kentis Gopalla, head of ecosystem for Zoom Phone (News - Alert) and Contact Center. “When combined with Observe.AI, managers derive insights from conversations, evaluate agent performance and deliver contextual feedback.”

Observe.AI’s platform uses a high-accuracy AI engine to analyze customer interactions across channels. The insights allow contact centers to pinpoint customer sentiment, customer experience drivers and unseen needs, while creating personalized coaching programs that target the specific skill, behavioral, and knowledge-related gaps of each agent.

Observe.AI’s automated workflows for quality assurance operationalize these insights across teams, accelerating business outcomes such as customer experience and retention, sales, operational efficiency and compliance.

“Observe.AI is introducing new AI-powered insights and workflows that help contact centers improve customer experience, sales and operational efficiency,” said Swapnil Jain, CEO and co-founder of Observe.AI. “Together, we will elevate contact centers running on Zoom to new heights of performance and productivity.”

According to Observe.AI, contact centers feel better prepared for the future when they leverage conversation intelligence. Higher agent-customer interaction visibility results in more robust coaching programs, top performing agents and higher confidence.

Edited by Erik Linask