Observe.Ai - AI Powered Agent Performance & Quality Management

Application

Developed by Z21 Labs, Inc

Updated 08/20/2020

Version 1

All-in-One - Voice AI Powered Quality Management, Coaching, Compliance on 100% of calls

Observe.AI is a Voice AI platform that enables remote Contact Centers to analyze 100% of support calls for quality assurance and compliance; automate agent evaluations; and offer targeted coaching. For the first time, Quality Analysts, Supervisors, Trainers, and Operators can collaborate in one place to drive agent behavior change and know what’s happening on every call. Observe.AI is the industry-leader in transcription accuracy for Contact Centers and provides insights on sentiment, emotion, intent, silence, and more to improve the Customer Experience.

Key features

100% Compliance Monitoring

Observe.AI helps Contact Centers proactively monitor compliance across 100% of calls so that they never miss a compliance risk or coaching opportunity. With AI teams using Observe.AI gain context on customer complaints; ensure agents adopt mandatory dialogues, such as recorded line messaging; and help trainers build targeted coaching to keep agents on track. Observe.AI automatically redacts PII data from every single transcript.

End-to-End Quality Management & Evaluations Across 100% of Calls

Observe.AI helps Contact Centers quality check 100% of calls (up from just 1-2%) and reduces the time it takes to surface and quality check a call from 30 minutes down to 5 or less. With Observe.AI, Quality Analysts provide 5X more feedback to agents to improve performance.

Agent Coaching and Performance

Observe.AI provides evaluations agents trust and drives real behavior change through personalized coaching for agents. See how agents perform across fourteen benchmarks via a real-time leaderboard. Know who to coach on what topics by using AI to automatically flag the best calls to coach on and the meaningful interactions within each conversation. Coach with context through comments and collaborate across teams. Access Coaching Forms and Evaluations all within Observe.AI alongside powerful Speech Analytics.

Additional information

Categories

Quality Management, Speech Analytics, Performance Management

Plans & Pricing

Observe.AI 30 Day Proof of Value (trial)

Free

for 30 days

30 Day timed trial with your own calls and meta data. The perfect way to address your key contact center KPI's like NPS, CX, AHT, and FCR.

Observe.AI is a Voice AI platform that enables remote Contact Centers to analyze 100% of support calls for quality assurance and compliance; automate agent evaluations; and offer targeted coaching. For the first time, Quality Analysts, Supervisors, Trainers, and Operators can collaborate in one place to drive agent behavior change and know what’s happening on every call. Observe.AI is the industry-leader in transcription accuracy for Contact Centers and provides insights on sentiment, emotion, intent, silence, and more to improve the Customer Experience.