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San Francisco, CA, USA, Nov, 2022 -- Observe.AI, a conversation intelligence platform for boosting contact center performance, announced it has joined forces with Zoom Video Communications, Inc. to usher in the next era of AI-powered growth for omnichannel contact centers. In a new integration, Zoom Contact Center customers can now leverage Observe.AI’s conversation intelligence capabilities to extract rich insights that boost agent performance to improve CX, revenue, and retention.

As inflation continues to surge and uncertainty tests markets, brands are doubling down on customer experience to hone a competitive edge. Contact centers are increasingly tasked with higher-value, complex customer interactions that directly influence loyalty and retention. They face mounting pressure to upskill agents to deliver better customer experiences, adopt winning sales talk tracks, and develop soft skills like empathy and active listening.

This is where Observe.AI and Zoom Contact Center will provide a solution. By enriching agent performance and coaching with conversation intelligence and workflow automation, Observe.AI and Zoom will help contact centers produce stellar customer experiences at speed and scale.

"As one of the first conversation intelligence partners for Zoom Contact Center, Observe.AI is introducing new AI-powered insights and workflows that help contact centers improve CX, sales, and operational efficiency. Together, we will elevate contact centers running on Zoom to new heights of performance and productivity," said Swapnil Jain, CEO and Co-Founder of Observe.AI.

"Zoom Contact Center is built for flexibility and efficiency, empowering users with the right tools to address complex enquiries and deliver deeper engagement," said Kentis Gopalla, Head of Ecosystem for Zoom Phone and Contact Center. "When combined with Observe.AI, managers can derive insights from conversations, evaluate agent performance, and deliver contextual feedback."

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

Date Posted: Monday, November 14, 2022