#contactcenterworld

San Francisco, CA, USA, Oct 19, 2021 -- As part of its recent market and technology momentum, Observe.AI announced the debut of its Intelligent Workforce Platform, a new way for contact centers to reach levels of productivity and breakthrough business results.

The catalyst for this launch comes in response to the explosive transformation the customer experience technology ecosystem has experienced during the pandemic as contact center employees transitioned to remote working models and demand for digital customer service software increased. This series of disruptions led many contact center leaders to double down on digital transformation, with cloud technology and AI at the center. According to Deloitte’s 2021 Global Contact Center study, more than 75% of contact centers expect to fully transition to the cloud within the next two years.

New working models will require new emphasis on the employee experience. Observe.AI will help companies to usher in a new generation of contact center workers that are AI-empowered, ultra-productive, and constantly improving.

"The contact center is at the core of the customer experience today. Yet, organizations have continued to invest and pour resources into just about every other function, leaving contact centers to operate as they have for decades - inconsistently, reactively, and in a black box," says Swapnil Jain, Co-Founder & CEO of Observe.AI. "Observe.AI is ushering in a new AI-enabled era for contact centers, one where customer needs are understood, agent experience is prioritized, and business results are exceeded."

"We at Menlo Ventures continue to be incredibly excited about the phenomenal momentum Observe.AI has gained in the past year, including a record 300% increase in revenue powered by customer growth and expansion into the enterprise," says Steve Sloane, Partner at Menlo Ventures. "With this latest expansion into defining the Intelligent Workforce category, Observe.AI is leading the charge in meaningful applications of AI and NLP that propel workers to new heights of productivity and performance while deepening human connections."

"I'm thrilled to be joining the advisory board at Observe.AI," says Anand Chandrasekaran, Observe.AI advisor who was formerly EVP at Five9 and the Head of Messenger Platform at Facebook. "The team has been boosting customer productivity across sales, CX, compliance, and efficiency use cases and yet has only scratched the surface of its potential."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Thursday, October 21, 2021